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Frequently Asked Questions

Frequently Asked Questions

How do I log in?

Click or Tap the Account Profile icon in the upper right of the page and click on the "Sign In" button.  At the Sign In page you can log in with your user name and password or log in with one of your social accounts (Facebook, Google, Amazon). 

How do I log Out?

Click or Tap the Account Profile icon in the upper right of the page. Select the Log Out option from the menu.

 

can't log into my account. What should I do?

If you can't log into your account, you can try resetting your password as follows.

  1. Click "Sign In" at the top right of the screen.
  2. Then click "Forgot Your Password?" and enter your email address (you should receive an email from us with a link to reset your password).
  3. Click on the link in the email and enter your new password.

You should now see confirmation that your password has been updated.

If you purchased from our site as a guest and did not set up an account, you can create an account by clicking here. 

If this doesn't help, please contact us and we'll help you get logged in.

How long does delivery usually take?

In most of the USA about 3-4 days.  Here are the details for more info and shipping rates.

How can I show prices in a different currency?

Select a different country from the menu at the lower-right corner of the screen.

How can I pay for my products?

We accept payments using credit cards, debit cards, and PayPal. For security reasons, we do not store your payment card details on our system. 

Help! I'm having a technical issue

If you're having problems using our website, we suggest that you have the latest version of your operating system, e.g. Windows, OSX, etc. and an up-to-date web browser.  We have seen a lot of issues with older versions of the Firefox browser so please update itto the latest or switch to the Chrome browser for a better shopping experience.  Click here to check if your browser is up to date.

If you’re still having problems, please contact our customer service team and, if possible, include:

  • As much detail as you can about the issue
  • Screenshots of any error message you get
  • Which web browser you are using (e.g. Internet Explorer, Firefox, Chrome, Safari etc.)

You can also click the 'Feedback' button on the right side of your screen and provide us this information. 

My digital pattern will not download

We hear this occasionally from customers. Most often they are using a Firefox browser or a mobile phone that is not set up to view PDF's.  Our downloads are industry standard PDF's so if you have trouble on a mobile device, try using a desktop computer and and free Adobe PDF reader installed. Here is a quick YouTube video on how to save PDF's to your iPad.

Why do I have to go through checkout to get my free pattern?

We use our online store system to display and download both paid and free patterns. This is a very quick and efficient checkout process and for Free Patterns, we do not ask you to enter any payment information. Once you check out, you will get a link to the download and we also will email you a link as a backup. Another advantage of this approach is that in the event we need to update the pattern, our system will automatically notify you of the update and provide you a link to download for the new version of the pattern. 

    How do I cancel my subscription to your newsletter?

    Click the 'unsubscribe' link at the bottom of the most recent email newsletter you've received from us and you'll be immediately unsubscribed. On our website, you can click here to unsubscribe. 

    How do I use a discount code?

    On the checkout page, enter the code in the box marked "Enter discount code here" and click "apply".  You can only use 1 discount code per order.  Learn more about our current discount codes and promotions here

    How do I redeem loyalty points?

    You can click on the Green "Alpaca Rewards"  button in the lower right of your screen and the loyalty points panel will appear. This is a free program where you can earn points each time you shop with us. The points can be redeemed for discount coupons on future orders. 

    On the Loyalty Points panel, you can see what points you have earned and what points you can spend.  

    You can choose a coupon based on the number of points you have earned. You then will have a unique discount code that can be used 1 time and only by you. Click the little shopping cart to the right of the code to automatically apply the code to your shopping cart at checkout. You will see the discount when you go to checkout on the right side of the checkout screen under "Discounts".  Now have fun and start earning and redeeming your discounts :)   

    If you are a store customer, we can apply your discount on our store Point of Sale system and your points accumulate for both your in-store orders and your online orders. 

    Can I amend my order?

    Please contact us as soon as possible. If your order hasn't yet left our warehouse, then we'll try our best to update it for you.

    I have received a defective or incorrect item. What should I do?

    Oops! We're human and sometimes make mistakes. We want to sort out any issues with faulty or incorrect items straight away. Please contact us and we will arrange a replacement or refund.

    An item is missing from my order. What should I do?

    Occasionally we are out of stock on an item. We will notate this on the packing slip and try to contact you before shipping your order if there was an issue we needed to solve so please check your email for a note from customerservice@alpacadirect.com. If it's still not clear what's going on, please contact us and we will be happy to assist in getting the issue resolved.

    I'm looking for a particular dye lot or need a matching dye lot. Can you help?

    Please contact us before you place your order and we will check which dye lots we have in stock. Also, we always try to send matching dye lots. If this is not possible we'll choose yarns from a dye lot that is as close as possible.  If there is not a strong color match, we'll contact you and help you decide how to proceed. If you require a single dye lot, you can add this to the notes on your order during checkout. 

     

     

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