Puffin Answers Frequently Asked Questions.

      • What is the difference between the large and small rustic heart Thread Separators?
      • Can I use my Thread Separator to make cording?
      • Can I use my Thread Separator to separate delicate braids and knotted fibers such as Kreinek for needlepoint?
      • How long of strands of floss or yarn can I separate with my Puffin?
      • How many strands can I separate at one time using my Thread Separator?
      • Are your products lead free?
      • Do your Magnets comply with 16 CFR Part 1240 Safety Standards?
      • How strong are the magnets on your Needle Minders and Scissor Sitters?
      • What is the best way to separate the magnets on the Needle Nannies?
      • What is the best type of pencil to use on the Embroidery Thread Organizer?
      • How do I use Puffin Counting Pins?
      • Do I really need to do a Swatch for my Gauge and why is it so critical?
      • Do I need to make a swatch for blankets, scarfs, etc?
      • What size should my swatch be?
      • How do I measure my finished swatch?
      • What do I do if my gauge is off?
      • If my gauge is off, do I need another swatch?
      • How do I clean my Puffin Products?
      • Who can use these products?

      • What are the different types of in threads and flosses that I can use?
      • What types of fibers should I use?
      • What sizes of needlepoint canvases are there?
      • What types of needlepoint canvases are there?
      • What type of needles should I use for needlepoint?
      • What type and styles of Punch Needles are there?
      • What types of embroidery hoops are there, and which do I use?
      • Why tape the canvas edges with masking tape?
      • Do I need to use a frame?
      • How do I get help with a specific problem or question?

Select a service option below. Can't find the answer you are looking for, please contact us.

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Customer Service Frequently Asked Questions (FAQs)

Select a question below to find answers to your customer service related questions. For specific Product or Needlework quesitons, visit our Product FAQ page here.

  • How do I check on an order I have placed?
  • Do you accept international orders?
  • What is your exchange/return policy?
  • Where can I buy Puffin & products?
  • Do you offer wholesale pricing?
  • What payment methods do you accept?
  • What credit cards do you accept?
  • How much do you charge for shipping?
  • Can I buy a gift certificate?
  • Do you offer gift wrapping?
  • How long does it take to ship my order?
  • Can I send items from one order to muliple shipping addresses?
  • Will my order be taxed?
    • We are required to charge tax for any items shipped to California.
  • Why doesn't my coupon code work?
    • Coupon codes are case sensitive and should be entered exactly as they appear. Verify you are entering the code in the Coupon Code box vs. the Gift Certificate code box. Also note coupons do have an expiration date. If you are still having issues, please contact us here and list the specific Coupon Code in your message.
  • Are your products guaranteed?
    • Yes, all Puffin and Company products come with our 90 day full replacement warranty against manufacturer's defects. Slight variations in the product will occur due to their hand-made nature.
  • Are your products safe for children?
  • Can I share my wishlist?
  • Can I post an item on Pinterest, Facebook or other social media?
  • How do I print a copy of an item?
  • What if I can't find my question here?