Get Tips for Shopping with Jo-Ann this Holiday Season
and Find Answers to Frequently Asked Questions
- Tips & Info for Holiday Shopping
- Holiday Sales & Doorbusters
- Shopping Joann.com Updated 12/2/10
- Coupon Questions
- Getting Help: Customer Service
Tips & Info for Holiday Shopping
Extended Holiday Hours
Most, if not all, Jo-Ann stores will have extended hours for the holiday season. To get store hours and locations, call our toll-free number (1-877-465-6266) or visit joann.com/stores for an online store locator. At this time, our corporate customer service hours will be extended for Black Friday and Cyber Monday ONLY.
Thanksgiving Week & Doorbuster Sales Dates
In Stores & Online :: All Joann.com sales start at 12:01 am ET
Extended Holiday Store Hours (unless otherwise indicated)
All Jo-Ann stores are CLOSED Thanksgiving Day
- Merry Moolah — Sat, Nov 20 thru Wed, Nov 24
- Friday Doorbusters — Fri, Nov 26
- Stores open/sales at 6 am local time
- Saturday Doorbusters — Sat, Nov 27
Stores open/sales start at 7 am local time - Jo-Ann 3-Day Sale — Fri, Nov 26 thru Sat, Nov. 28
- 3-Day Super Savings Sale — Thurs, Dec 2 thru Sat, Dec 4
- 9-Days to Save — Fri, Nov 26 thru Sat, Dec 4
Exclusively Online at Joann.com :: Sales start at 12:01 am ET
Joann.com is OPEN Thanksgiving Day
- Thanksgiving Day Doorbusters — Thur, Nov 25
- Sunday Doorbusters — Sun, Nov 28
- Cyber Monday Sale — Mon, Nov 29
Get It In Time For Christmas :: Shipping Deadlines
- Standard Shipping — Orders must be placed by
the end of day (ET) Mon, Dec 13 - Express Shipping (2 day) — Orders must be placed by
12 pm/noon ET on Thurs, Dec 16 - Express Plus Shipping (1 day) — Orders must be placed by
12 pm/noon ET Tues, Dec 21
Jo-Ann Store Flyer/Class Catalog
During peak shopping hours and big sales, page load times and site access may be slow. If you are visiting Joann.com to access the store flyer or view the class catalog only, you can use this link to go directly to the flyer and catalog http://joann.shoplocal.com/joannsalesflyer/.
Jo-Ann Telephone Numbers
To find a store locator or get store hours, call 1-877-465-6266
To get the balance on a gift card, call 1-888-345-7674
To check on an order or with other questions, call Customer Service team at 1-888-739-4120 (M-F 9am -8pm, Sat 9am-6pm ET)
Charity Voting :: Jo-Ann Craft for a Cause 2010 Contest
During peak shopping hours and big sales, page load times and site access may be slow. If you are visiting Joann.com to cast your daily vote in the Craft for a Cause Contest, you can use this link to go directly to the voting page.
Make Creative Connections :: Get Inspired to Save!
Learn about sales, special offers and new products and find your inspiration by connecting with Jo-Ann and other creative folks just like you on Facebook, Twitter, My Jo-Ann, MySpace, or YouTube.
^ Holiday Sales & Doorbusters
QUESTION 1: Where can I find your Doorbuster Ad?
ANSWER: All of our Jo-Ann Weekly Sales Flyers, including our holiday Doorbuster advertisements can be found by clicking on the Weekly Sales Flyer link in our website footer or directly by visiting: http://joann.shoplocal.com/joannsalesflyer/
QUESTION 2: What are your Thanksgiving Week/Doorbuster Sales dates?
ANSWER: Please refer to our e-mail, newspaper or direct mail sales flyers for specific sale items available.
NOTE: Doorbuster items in stores and online are limited to stock on hand; no special orders or rain checks. Thanksgiving Week sale dates are as follows:
In Stores & Online :: All Joann.com sales start at 12:01 am ET
Extended Holiday Store Hours (unless otherwise indicated)
All Jo-Ann stores are CLOSED Thanksgiving Day
- Merry Moolah — Sat, Nov 20 thru Wed, Nov 24
- Friday Doorbusters — Fri, Nov 26
Stores open/sales at 6 am local time - Saturday Doorbusters — Sat, Nov 27
Stores open/sales start at 7 am local time - Jo-Ann 3-Day Sale — Fri, Nov 26 thru Sat, Nov. 28
- 3-Day Super Savings Sale — Thurs, Dec 2 thru Sat, Dec 4
- 9-Days to Save — Fri, Nov 26 thru Sat, Dec 4
NOTE: All Jo-Ann Stores are closed Thanksgiving Day
Exclusively Online at Joann.com :: Sales start at 12:01 am ET
Joann.com is OPEN Thanksgiving Day
- Thanksgiving Day Doorbusters — Thur, Nov 25
- Sunday Doorbusters — Sun, Nov 28
- Cyber Monday Sale — Mon, Nov 29
QUESTION 3: Can I use the Price Match Pledge to get a previous/recent Doorbuster price?
ANSWER: No, unless otherwise specified, doorbuster deals are limited to stock on hand on the day the deal is offered.
QUESTION 4: What is the last day I can order online to receive items in time for Christmas?
ANSWER: Orders placed by 12 pm/noon ET Tuesday, Dec. 21, 2010, using the Express Plus Shipping option will be delivered in time for Christmas.
NOTE: Order deadlines for our other shipping options are:
- Standard Shipping — Orders must be placed
by the end of day (ET) Mon, Dec 13 - Express Shipping (two day) — Orders must be placed
by 12 pm/noon ET on Thurs, Dec 16
QUESTION 5: Do you match competitor sales prices? What is the Jo-Ann Price Match Pledge?
ANSWER: The Jo-Ann Price Match Pledge does mean that we will match competitor prices based on the following criteria:
- INCLUDES ads for competitors, Jo-Ann Stores and Joann.com
- Applies to identical item comparison ONLY
- Price to match must have been advertised within the past 7 days
- Requires proof of lower price via original/current ad or print-out of online price
- EXCLUDES special buys (such as Doorbuster Deals), liquidations and club purchases
- No additional discounts apply
NOTE: Jo-Ann will offer a price adjustment for Joann.com® advertised products for 7 days from the date your order ships. Seasonal items do not qualify for price adjustments. Please note that pricing may be different between the Web site and Jo-Ann Stores for many reasons, including the timing of promotional events and product source.
ACTION: To obtain a price adjustment on an item purchased online, please contact Customer Service at 1-888-739-4120 (M-F 9am -8pm, Sat 9am-6pm ET).
Shopping Joann.com
QUESTION 1: What time do online "Doorbusters" start on Joann.com?
ANSWER: Joann.com online Doorbuster deals and other holiday sales start at 12:01 am ET and end at 11:59 pm ET (while supplies last) on the day of the sale.
QUESTION 2: Can you help me (on Facebook) with a question regarding my Joann.com order?
ANSWER: No; while we try to help address general questions via our Facebook page, it is not a primary customer service channel. Administrators on the Facebook page do NOT have access to customer or order data.
ACTION: For urgent questions regarding your order, please contact our Customer Service team at 1-888-739-4120 (M-F 9am-8pm, Sat 9am-6pm ET).
QUESTION 3: I received the message "Error Committing Order." What does this mean? Should I submit my order again? What should I do?
ANSWER: No, this error means that there is an issue on the backend of the system. If you hit submit again (repeatedly) your credit card will have repeated holds placed on it for the amount of the order. This does not necessarily mean that you will be charged multiple times.
ACTION: Do NOT hit "submit" if you receive this error. We recommend that you call Customer Service at 1-888-739-4120 (M-F 9am -8pm, Sat 9am-6pm ET) as they will be able to check on the status of your order. Having the following information ready when you call will help us troubleshoot the problem and help you with your order:
- Date & time that you were/are shopping on the website
- Platform (Mac or PC), operating system and web browser (name and version number)
- A few examples of the items in your online shopping cart
QUESTION 4: Items won’t go in or are disappearing from my cart; what should I do?
ANSWER: Alerting us to the issue promptly will help us investigate and address the problem more quickly. Please you contact Customer Service at 1-888-739-4120 (M-F 9am -8pm, Sat 9am-6pm ET) and provide the following information:
- Date & time that you were/are shopping on the website
- Platform (Mac or PC), operating system and web browser (name and version number)
- A few examples of the items in your online shopping cart
QUESTION 5: When I enter my credit card number, I get the error message "Invalid Characters." What does that mean and what should I do?
ANSWER: It means that the encryption performed that protects your identity and credit card number when shopping on Joann.com is having an issue with the number.
ACTION: If the error repeats, please try using another credit card. If that does not work or you don’t wish to try another card, please contact Customer Service at 1-888-739-4120 (M-F 9am -8pm, Sat 9am-6pm ET) as they will be able to help you with your order.
QUESTION 6: Pricing on the main category/sale page is different than the price on the product page or in my online shopping cart; why is that and what should I do?
ANSWER: This could occur because the prices have been cached on your computer/in your browser or there may be a lag in our system causing issues.
ACTION: First, try clearing your cache/history and check the products again. If clearing your cache/history does not fix the problem, the issue may be on the backend of our system. Alerting us to the issue promptly will help us investigate and address the problem more quickly. Please you contact Customer Service at 1-888-739-4120 (M-F 9am -8pm, Sat 9am-6pm ET) and provide the following information:
- Date & time that you were/are shopping on the website
- Platform (Mac or PC), operating system and web browser (name and version number)
- A few examples of the items in your online shopping cart
QUESTION 7: What happens if the website goes down during these big sales? How will you make it up to loyal customers?
ANSWER: While we have taken many steps to prevent a recurrence of last year’s site outage, if Joann.com should go offline for an extended period of time to during the period during Thanksgiving week, we will:
- Place an alert page on the site to notify shoppers of the outage and offering links to help with shopping in our stores in the meantime
- Notify shoppers on the website and/or via a direct e-mail* of extensions of sales pricing and/or other online offers for an equal period of time at a later date, as inventory allows.
*If you want to receive such notices, be sure to sign up as a Jo-Ann Preferred Customer and indicate under your "Contact Preferences" that you wish to receive Jo-Ann e-mails.
You also can like us on Facebook and follow us on Twitter to stay connected with Jo-Ann and receive notifications, sales info and inspirational ideas via your news feeds.
[ADDED: Thursday, Dec. 2, 2010 at 9:45 am]
QUESTION 8: I received an “out of stock” message after having already placed my order. Why was part of my order canceled? What does this mean? What can I do? Was I charged for the product?
ANSWER: At the time your order was being processed (pulled and packaged) at our distribution center, the team members discovered that there was not sufficient inventory on hand to fulfill your order, notifying you of the issue as soon as it was known to us. Because our system does not allow backordering, we had to cancel a portion of your order; you were charged only for the items that actually shipped.
If you completed an order during a sale and your order was confirmed, you may re-order the item at the sale price as long as the product is a regularly stocked item. Unfortunately, we are not able to honor product/pricing for special buy, trend and/or seasonal items that will not be replenished and apologize for any inconvenience this may cause you. If you are unsure whether an item you ordered is a special buy, trend or seasonal item, please contact Customer Service to confirm.
ACTION: Please watch the website for the items to come back in stock, and call Jo-Ann Customer Service at 1-888-739-4120 (M-F 9am-8pm, Sat 9am-6pm EST) to place your order when the item is back in stock. For faster service, please provide your order confirmation code when calling. If you do not have your confirmation code but received an out of stock notification, Customer Service should be able to verify your original purchase based on that information and place the order for you.
Coupon Questions
QUESTION 1: My Joann.com coupon/promotional code is not working, what should I do?
ANSWER: Alerting us to the issue promptly will help us investigate and address the problem more quickly. Please contact Customer Service at 1-888-739-4120 (M-F 9am -8pm, Sat 9am-6pm ET) and provide the following information:
- Date & time that you were/are shopping on the website
- Platform (Mac or PC), operating system and web browser (name and version number)
- The coupon/promo code you are attempting to use and the offer
QUESTION 2: May I use more than one promotional code on Joann.com?
ANSWER: Online coupon/promotional codes are limited to one per order transaction.
QUESTION 3: Does Jo-Ann accept competitor coupons?
ANSWER: Jo-Ann DOES accept competitor coupons for in store purchases; however, use is subject to our own Jo-Ann coupons disclaimer language and must be used for products sold by both retailers. If you have further questions, we recommend contacting either our Customer Service team at 1-888-739-4120 (M-F 9am -8pm, Sat 9am-6pm ET) or calling your local store before shopping. You can find your local store's info by visiting joann.com/stores.
QUESTION 4: Why have I stopped receiving my coupons?
ANSWER: There are a few reasons you might’ve stopped receiving them, including infrequent use and returned or bounced mail.
ACTION: The first step you can take is to log-in on Joann.com to confirm that your information is correct and check your "Contact Preferences" to ensure that your selections are correctly reflected. If they are correct or if you cannot access your information on Joann.com, please contact Customer Service. You can send your inquiry via our online form or by calling 1-888-739-4120 (Mon-Fri, 9am -8pm; Sat 9am-6pm ET) to ask them to check/update your mailing status.
QUESTION 5: Where can I find printable store coupons online?
ANSWER: Joann.com does not host printable store coupons at this time. You can sign up to have coupons sent directly to you via e-mail or direct (USPS) mail by visiting www.joann.com/signup and clicking on "New Customer." Once you have registered on Joann.com, you can edit your "Contact Preferences" to indicate how you wish to receive sales flyers, offers and coupons from Jo-Ann.
NOTE: Because mailing lists are pulled in advance, there can be a delay between sign-up and receipt of offers. The lag for e-mail flyers can be 1-2 weeks; the lag for print flyers is approximately 4-6 weeks. If you do not begin to receive coupons after these wait times, you can contact Customer Service via our online form or by calling toll-free at 1-888-739-4120 (Mon-Fri, 9am -8pm; Sat 9am-6pm ET) to ask them to verify your mailing status.
QUESTION 6: Does Jo-Ann offer mobile coupons?ANSWER: Preferred Customer who sign up to receive our e-mail sales flyers can now click an icon above the printable store coupon to obtain their mobile coupon good for use in stores.
Getting Help: Customer Service
QUESTION 1: How do I reach Jo-Ann customer service?
ANSWER: Contact our Customer Service team by calling toll-free 1-888-739-4120 (Mon-Fri, 9am -8pm; Sat 9am-6pm ET) or by sending an inquiry via our online form.
NOTE: We have extended Customer Service hours for Black Friday and Cyber Monday ONLY at this time.
QUESTION 2: How long can I expect to wait if I call your customer service number?
ANSWER: Wait times can vary by day of the week, time of day and even sale event. Typically, we experience higher call volumes at lunchtime.
To improve your customer service experienced and based on feedback, we have added features to our customer service phone system. If your wait time is expected to exceed 15 minutes when you call in, our automated system will alert you so that you can decide if you wish to wait or to try calling back later. As your wait time is reduced, you will be notified of your place in the answer queue.
If you are calling to find a local store, to get store hours or to check the balance on a gift card, please use the dedicated numbers available (store locator/hours: 1-877-465-6266 and gift card balance: 1-888-345-7674) for faster service.
QUESTION 3: How can I find out the balance on my gift card?
ANSWER: You can check your balance by phone or online.
ACTION: To check a gift card balance, call 1-888-345-7674 or visit https://www.joann.com/joann/giftcard/giftcardbalance.jsp.
QUESTION 4: I’m traveling for the holidays, how can I find a local store or get their store hours?
ANSWER: You can find a local Jo-Ann store by phone or online.
ACTION: To get store locations and hours, call 1-877-465-6266 or visit joann.com/stores to use our online store locator.
QUESTION 5: I have a compliment or complaint about a store, how do I submit it?
ANSWER: Our intention is provide exceptional customer service, showing compassion and respect to our customers. Whether we exceed or fall short of that goal, customer feedback lets us to know what we’re doing right and where we need to improve. To offer your feedback, please visit our online contact form. Selecting "Store Experience" from the topic dropdown menu will ensure your comments are routed directly the appropriate team to address them.
PLEASE NOTE: This blog post will be updated, as needed and appropriate.
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