1. I forgot my email address, what do I do?
  2. I forgot my password, what do I do?
  3. My email and password are correct, why can’t I log-in?
  4. What forms of payment do you accept?
  5. Is my credit card information safe on your site?
  6. How accurate are the colors on the website?
  7. How do I delete my cookies?
  8. How do I change my email address?
  9. What is a Promo Code and where do I get one?
  10. Do you sell wholesale?
  11. Having problems viewing the Book pages?
  12. Having problems printing free patterns?
  1. I forgot my email address, what do I do?
    If you cannot remember the email address you use to log in, you can contact Customer Service and request the email address you used to register with us. However, if that email is no longer active, you will need to re-register using a new email address and password.

  2. I forgot my password, what do I do?
    Enter the email address you registered with into the Password Retrieval feature. We will send your password to that email address. Please make sure you are accepting emails from our website, so your password email is not marked as SPAM. Please do not contact Customer Service to request your email. Our operators do not have access to your password.

  3. My email and password are correct, why can’t I log-in?
    You may need to up-date certain settings and functions in your computer. Here is a brief list of what needs to be done:
    * Print your cart so you won’t lose this information.
    * You need to add www.knitpicks.com to your Allowed Websites.
    * Your Security Setting can be no higher than medium high.
    * Delete all Knit Picks cookies (listed as KP).
    * Close your browser and re-open to establish the new settings.
    Follow the steps below for Internet Explorer, Mozilla Firefox, or Netscape Navigator.


    Internet Explorer
    Select the Tools drop-down from the Menu bar. Click on the Internet Options…
    Make sure that your security settings are no higher than Medium-High.

    Next, select the Privacy tab and click on “Edit” under Web Sites. Enter www.knitpicks.com into the Address of Web site: field. Then click Allow.

    Knitpicks.com should appear as “Always Allow”. If so, click OK to exit this window and the next.

    Now close down your browser, open a new browser window and go to www.knitpicks.comReturn to your Shopping Cart or My Account and try logging in again.

    Mozilla Firefox
    Select the Tools drop-down from the Menu bar. Click on the Options…

    Enter www.knitpicks.com into the Address of Web site: field. Then click Allow.

    www.knitpicks.com should appear as “Allow”. If so, click Close to exit this window and OK to exit the next.

    Now close down your browser, open a new browser window and go to www.knitpicks.comReturn to your Shopping Cart or My Account and try logging in again.

    Netscape Navigator
    Open the Security Center from the Menu bar. Click on Current Site Settings.Select Features for this Site.

    Under the Advanced tab, make sure that the Allow Cookies box is checked.

    Click Done and close the Security Center. Now close down your browser, open a new browser window and go to www.knitpicks.comReturn to your Shopping Cart or My Account and try logging in again.

    If you have problems allowing websites please contact your internet browser software provider.
  4. What forms of payment do you accept?
    All of our transactions are in U.S. dollars. We accept Visa, MasterCard, DISCOVER, and American Express as credit cards. In addition U.S. Residents can mail us a check or money order denominated in U.S. dollars. Please note there is a $15 service charge for personal checks returned for NSF. Sorry, no C.O.D. or purchase orders.

  5. Is my credit card information safe on your site?
    Yes, shopping at KnitPicks.com is safe. Since our beginning in 1990 we have processed millions of credit card orders for hundreds of thousands of satisfied customers. We use Secure Socket Layer technology to protect your transmission over the Internet and you can rest assured that your personal and credit card information is fully encrypted.This technology is industry standard and no server other than KnitPicks.com will be able to decode it. For your protection, we do not allow unsecured transactions. If your browser or computer setup does not allow transmission through secure servers, our server will not allow you to connect to us, so you won’t have to worry about mistakenly placing an order through an unsecured connection!In the unlikely event of an unauthorized use of your credit card, your bank will either cover all of the charges or will limit your liability, just as with all non signed over-the-phone transactions you make in the “non-cyberworld” (with mail order catalogs or airlines for example). To learn more about your issuing institutions’ policies, please refer to your credit card disclosure statement or contact your bank or issuing institution directly. Finally, if you feel more comfortable, you can print out your
    order from the View Cart Screen and call us with your order. Or, you can print out
    your order from the Order Submit with all data included and fax or mail your order
    into us.

  6. How accurate are the colors on the website?
    When obtaining images for yarn and books, we do our best to achieve the highest level of color accuracy and image sharpness without compromising how quickly the images will appear on your screen. Unfortunately, we cannot guarantee how images appear to you. Every computer system and monitor displays color differently. If you’ve ever been in an electronics store, you may have noticed how the same television program looks different on various display televisions. Think of your computer system in the same way. A green will probably never appear blue, but it may be difficult to tell the difference between a blue-green and a turquoise. Some images may also appear darker than the item will actually be in real-life.If you are dissatisfied with how color displays on your computer, we recommend discussing
    it with a qualified professional (whether that be your granddaughter or technical
    support from the place where you purchased your computer.) It is possible to improve color accuracy on your computer- it may require only simple tweaking of your display settings or it may necessitate the purchase of new software or hardware.

  7. How do I delete my cookies?
    This will delete any items in your shopping cart, so you will want to print it or write down the items first.If you are using Internet Explorer as your Internet Service Provider:
    1. In Internet Explorer, on the Tools menu, click Internet Options.
    2. On the General tab, click Settings, and then click View files.
    3. Select the cookie you want to delete, and then, on the File menu, click Delete.
    Notes:
    • Some Web sites store your member name and password or other personally identifiable information about you in a cookie; therefore, if you delete a cookie, you may need to re-enter this information the next time you visit the site.
    • To delete all of the cookies on your computer, click Delete Cookies on the General tab.
    • If you use another Internet Service Provider, while you are in this Service click on HELP and enter Delete Cookies and it should bring up the instructions how to do this in their software.

  8. How do I change my email address?
    Go to My Account and log in using your original Email Address and Password.
    It will take you to “Your Customer Information”. Go to the first section marked “Set Your User Options” and change your email address in the number one section “Enter your email address”. Review the other information and then click the UPDATE button.

  9. What is a Promo Code and where do I get one?
    The promotion code is only needed when ordering from a sale advertisement in a magazine. If there is a time that you will need to use a promotional code to receive a special price we will inform you through the advertisement, email or in the catalog.

  10. Do you sell wholesale?
    We do not offer wholesale prices at this time. Most of our products have already been reduced in price and we feel that those prices are very competitive in today’s market. We want to offer the same great prices to all of our customers.

  11. Having problems viewing Book pages?
    To see this information you need to turn off your pop-up blocker on your browser software. Note: This function is usually listed under the Tool Menu.

  12. Having problems printing free patterns?
    To print free patterns you need to turn off your pop-up blocker on your browser software. Note: This function is usually listed under the Tool Menu.

Monday, March 5, 2007  |