Customer Service

Customer Service
Product Customer Service
Product Customer Service Hours of Operation
Magazine Subscription Customer Service

Bad Subscription Agents

Payment Methods
Sales Tax
Shipping Options

Order Processing
Product Availability
Backorder Policy

Sales and Return Policy

Product Warranty

Other Terms and Conditions

Creative Machine Embroidery Subscriber Services
P.O. Box 420235
Palm Coast, FL  32142-0235
800-677-5212 (US)
386-597-4387 (Int’l)

Sew News Subscriber Services
P.O. Box 420235
Palm Coast, FL  32142-0235
800-289-6397 (US)
386-597-4387 (Int’l)

Phone: 800.876.1822 (U.S. toll-free)
603.253.8731 (International)

Our product Customer Service Department can assist you with any questions you have regarding an order placed with one of the following stores:
Scrap and Paper Corner Product Customer Service
(Creating Keepsakes, Paper Crafts, Simple Scrapbooks and Digital Scrapbooking products)

Quilters Village Product Customer Service
(McCall's QuiltingQuick Quilts, Quiter's Home, Quilter's Newsletter and Quiltmaker products)

Sewing District Product Customer Service

(Sew News and Creative Machine Embroidery products)
The product Customer Service team is available to assist , 8:30 a.m. to 9 p.m. Eastern Standard Time (EST), Monday-Saturday.

If you have questions regarding your subscription, the Subscriber Services team is available to assist 8:00 a.m. to 5:00 p.m. Eastern Standard Time (GMT-5) Monday-Friday. Or go online 24/7 to:

·          Renew your subscription

·          Order a new subscription

·          Order a gift subscription

·          Make a payment

·          Change your address

·          Check your account status

·          Request a replacement issue

·          Communicate with Subscriber Services

It has come to our attention that our subscribers are receiving marketing promotions including phone calls from individuals/companies regarding their subscriptions with New Track Media/Creative Crafts Group. These companies are sending renewal notifications (often 3-year renewals), subscription offers, and invoices and are very aggressive in asking for bank account numbers or credit card numbers.

We do not share our mailing list with these companies, nor do we ever intentionally fill orders from them or authorize them to sell New Track Media/Creative Crafts Group subscriptions in any way. We have no relationship with these companies and cannot guarantee subscriptions purchased from these companies will be sent to New Track Media/Creative Crafts Group. This is a problem throughout the magazine industry that negatively affects valued subscribers as well as both large and small publishers, as outlined in this article on MSNBC:

Below please find a list of companies that are NOT authorized to sell subscriptions for or represent New Track Media/Creative Crafts Group in any way:

Associated Publishers Subscription Services
Business Subscriber Services
Choice Magazine, Inc.
Circulation Billing Services
Discount Readers Club
First Premier Subscribers
First Premier Subscriber Services
Global Data Services
Global Publication Service
Increase Publications
Magazine Billing Services
Magazine Discounters
Magazine Offer Agency
Magazine Payment Services
Magazine Processing Center
National Magazine Services, Inc.
Periodical Billing Services
Platinum Publishing Services, Lakeshore Publishing
Premier Subscriber Services
Publisher Discount Service
Publishers Billing Agency, Inc.
Publishers Billing Center
Publishers Billing Exchange, Inc.
Publishers Billing Services
Publishers Distribution Service
Publishers Payment Services
Publishers Periodical Service
Publishers Services Exchange
Rapid Magazine Collection
Readers Billing Services, Inc.
Readers Payment Service
Renewal Billing Associates
Renewal Billing Services
Rocky Mountain Readers Service
Subscription Billing, LLC
Subscription Renewal Service
Subscriptions Direct!
Taylor-Geoffrey, Inc
United Magazine Services Inc.

To protect yourself against identity theft, do not disclose any bank account information or credit card information to these companies.

Please note that we do use some legitimate subscription services to sell our publications. However, these agencies will not ask for bank account or credit card information over the telephone. For more secure ordering, we encourage you to renew your subscription through our mailed renewal notices or online. Our mailed renewal notices always display the magazine logo and ask that payments be sent to our customer service center in Palm Coast, Florida.

Whether you order online or phone-in your order, you may pay by credit, debit, or check card. When you provide your card information online or to customer service repersentative, we will obtain a pre-approval from the card company for the amount of the order, which may result in a corresponding block on your available credit while the pre-approval remains in place.

We will not bill your credit card or process a transaction under your debit or check card until your order ships unless otherwise noted during check-out.

Creative Crafts Group accepts Visa, MasterCard, American Express, and Discover cards as well as the Scrapbook Rewards Card and Quilting Rewards Card. Debit cards and check cards may have daily spending limits that could delay the processing of your order.

Creative Crafts Group requires the credit, debit, or check card security code for your card for any telephone or online purchase to protect against the unauthorized use of your credit card by other persons. The security code is an individual three- or four-digit number specific to your card that may be printed on the face of your card above the embossed account number (if American Express), or on the back of your card, on the signature panel (if Visa, MasterCard or Discover).

Your transaction will be listed on your credit card statement at “Creative Crafts Group”.

Cashier's Check, Paypal or Money Orders
At this time Creative Crafts Group does not accept cashier's checks, personal checks, Paypal and money orders as valid forms of payment through their online stores. To place an order with these payment types, see Product Customer Service for contact information.

In addition to the price of your purchases, Creative Crafts Group will charge sales tax if your shipping address is in AZ, CO, PA and UT. If you phone in your order, Creative Crafts Group sales representative will provide an estimated dollar total of your order including tax and any applicable shipping charges at the time you place your order. If the sales tax rate for the state, county and city to which your order is being shipped changes before the product is shipped, the rate in effect at the time your order is invoiced will apply. The proof of purchase that Creative Crafts Group mails to you will include any applicable sales tax.

Once your order is placed, Creative Crafts Group makes every effort to ship your order within 24 hours (Monday through Friday, excluding federal holidays).

Standard Shipping: Products shipped via standard service are normally delivered within five to seven business days after shipment. These shipments can be tracked using the tracking number on your shipping confirmation receipt.

Remember these estimates are for time in transit only, and that they do not apply until the product leaves Creative Crafts Group facility. As the delivery of your order is beyond Creative Crafts Group's control once your order leaves Creative Crafts Group's facilities, Creative Crafts Group cannot assume liability for late deliveries, regardless of the delivery method you specify.

Undeliverable Packages: Occasionally packages are returned to Creative Crafts Group as undeliverable. When the carrier returns an undeliverable package to Creative Crafts Group, please contact Creative Crafts Group to make arrangements for reshipment.

Failed Delivery Attempts: Most of Creative Crafts Group's carriers make three attempts to deliver a package. After three delivery attempts, the carrier will return the package to Creative Crafts Group.

Lost or damaged shipping claims: All claims for orders lost or damaged during shipping must be made by the consumer with the shipping company and tracking number on the purchase receipt.

Estimated ship dates are based on product availability, payment processing time, and warehouse processing time and does not include transit time. Creative Crafts Group does not begin payment processing until Creative Crafts Group receives all the information that it needs and full payment or a full authorization. Creative Crafts Group will begin payment processing for orders placed on weekends or holidays on the next business day. Business days are Monday through Friday, excluding federal holidays.

Backorder Policy
If you preorder any product along with any regular in-stock item, the products in stock and available at the time of your order will be shipped immediately. You will be charged only for product and shipping on in-stock items. When the backordered product arrives, it ships immediately and the remaining balance will be charged on your card. If you wish to have your order "SHIP COMPLETE" then we can hold all products until all items are ready to ship.

Product Availability
Although Creative Crafts Group makes every effort to ship your order according to the lead-time provided, shipping dates may change due to changes in supply. If the lead-time changes, Creative Crafts Group will contact you via email and provide a revised shipping estimate.

Given the popularity of some products, Creative Crafts Group may restrict the number of such items that you may purchase. Creative Crafts Group will post limitations on quantity on Creative Crafts Group web site or will inform you of product purchase limits at the time it processes your order. Creative Crafts Group reserves the right to change quantities available for purchase at any time.

Your total order price will include the price of the product on the day of shipping plus any applicable sales tax and shipping charges. Creative Crafts Group reserves the right to change prices for products displayed at Creative Crafts Group at any time and particularly to correct pricing errors that appear on the store.

Should Creative Crafts Group reduce its price on any shipped product within 5 calendar days of shipment, you may contact Creative Crafts Group to request a refund or credit of the difference between the price you were charged and the current selling price. To receive the refund or credit you must contact Creative Crafts Group within 5 calendar days of the price change.

Sales to End Users Only
Creative Crafts Group sells and ships products to end user customers only. You may not purchase for resale. Creative Crafts Group reserves the right to refuse or cancel your order if Creative Crafts Group suspects you are purchasing for resale.

Please review these policies carefully as they are the terms of sale that govern your purchases at Creative Crafts Group, a property of Creative Crafts Group. They set out your rights and obligations with respect to your purchases, including important limitations and exclusions, such as those in Creative Crafts Group's product warranties and support. Your placement of an order at Creative Crafts Group constitutes your agreement that these policies apply to the order, so be certain you understand them before you place your order.

All regular-priced and sale Creative Crafts Group products carry a 30-day money back guarantee. All products considered “closeout items” are not subject to any returns, refunds or product support. At its discretion, Creative Crafts Group will mail replacement components at Creative Crafts Group's expense.

All regular-priced and sale Creative Crafts Group products carry a six-month product support promise against defects in materials or missing components. All product considered “closeout items” do not carry a product support promise, but Creative Crafts Group will make every effort to fulfill customer support requests when possible.

30-Day Warranty for New Products
By purchasing at Creative Crafts Group, whether you place your order online or by telephone, you acknowledge that you have had an opportunity to review Creative Crafts Group's warranty terms, have done so to the degree you need to be familiar with them, and you accept their terms and conditions, including the limitations, exclusions, and disclaimers in them.

All Creating Keepsakes and Creative Crafts Group product not purchased from Creative Crafts Group must be returned to the retail location where it was purchased. For products not purchased at Creative Crafts Group's online stores, Creative Crafts Group, at its discretion, will make every effort to fulfill customer support requests when possible.

Creating Keepsakes, third-party official licensed products are supported through the licensee and must be returned to the retail store where purchased. Customer service and warrantee for Creative Crafts Group licensed products is redeemed through the retail location where the product was purchased or through the licensee.

Return, Replacement and Refund Policy
If you are not satisfied with your Creative Crafts Group purchase, please call within 30 days of receipt for a refund. Creative Crafts Group will offer you a refund based on your original purchase price and method of payment.

In the event of a refund or complete product replacement, the damaged product must be returned to the Creative Crafts Group warehouse within 30 calendar days of receipt. All products must be returned complete and packed in the original, unmarked packaging including any accessories and documentation that shipped with the product to Creative Crafts Group before the replacement product or refund will be sent to the customer. No refunds will be given until returned product is received by Creative Crafts Group.

Returned product must be shipped to: 

Creative Crafts Group Returns c/o
KQ Quilting
Route 25
PO Box 1618
Center Harbor, NH 03226

Refund on Shipping Costs
Creative Crafts Group will refund the original shipping costs for product shipped from Creative Crafts Group to your door. If your initial order included more than one item that was not returned, you will be refunded for a portion of your total shipping cost. You, the consumer, are responsible for all return shipping costs and it is strongly advised you use a proven shipper with delivery confirmation and tracking.

 Please note that Creative Crafts Group does not permit the return of or offer refunds for the following products:

·          Close-out items

·          Items not purchased at Creative Crafts Group's online stores

·          Opened software

·          Electronic downloads

·          Licensed products

Creative Crafts Group Software Licenses
Your use of Creating Keepsakes-branded software and electronic downloads of content are on the terms of the license in effect for the product at the time of purchase. You will be asked to agree to the terms of the applicable license at the time that you install or download the product or, if your software includes a license that you can read before you break the seal or sticker on the software media packaging, through your act of breaking the software media packaging seal or sticker.

Creative Crafts Group is not responsible for typographical errors in print, online or with its products. Creative Crafts Group reserves the right to cancel any order you have placed if there was a typographical error on Creative Crafts Group concerning the pricing or availability of any item when you placed the order.

Creative Crafts Group reserves the right to change the terms and conditions of sale at Creative Crafts Group at any time.

Creative Crafts Group may make changes to any products or services offered at Creative Crafts Group, or to the applicable prices for any such products or services, at any time, without notice. The information provided at Creative Crafts Group's websites with respect to products and services may be out of date, and Creative Crafts Group makes no commitment to update the information provided at any of the Creative Crafts Group online stores with respect to such products and services.

Creative Crafts Group reserves the right to do any of the following, at any time, without notice: (1) to modify, suspend or terminate operation of or access to Creative Crafts Group websites, or to any portion of Creative Crafts Group online properties, for any reason; (2) to modify or change any portion Creative Crafts Group's websites, and any applicable policies or terms; and (3) to interrupt the operation of Creative Crafts Group's websites, as necessary to perform routine or non-routine maintenance, error correction, or other changes.

To the extent permitted by law, all sales at Creative Crafts Group properties, including online, are governed by Colorado law, without giving effect to its conflict of law provisions.

No Creative Crafts Group employee or agent has the authority to vary any of Creative Crafts Group official policies or the terms and conditions governing any sale.

If any of the aforementioned policies are held by a court or other tribunal of competent jurisdiction to be void or unenforceable, such policy shall be limited or eliminated to the minimum extent necessary and replaced with a valid provision that best embodies the intent of the policy, so that the policies shall remain in full force and effect. 

Creative Crafts Group failure to insist on or enforce strict performance of these policies shall not be construed as a waiver by Creative Crafts Group of any provision or any right it has to enforce these policies, nor shall any course of conduct between Creative Crafts Group and you or any other party be deemed to modify any provision of these policies. 

These policies shall not be interpreted or construed to confer any rights or remedies on any third parties.

© F+W All rights reserved.