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Frequently Asked Questions


  • How do I place an order?

    Virtually every item you see on air can be viewed and purchased through, as well as thousands of items that are not on air. Simply find the item you want, view the features on the Product Page and click Add to Cart.

    FastTrack Ordering
    Telephone number 1-855-448-1112 - Available 24 hours a day, 7 days a week, Fast Track is an automated ordering service that’s a fast and easy way to order the on air item or a known item number.

    Order Line telephone number - 1-855-448-1111 - Available between 9am – 1am ET, 7 days a week, our friendly and knowledgeable representatives are ready to take your call.

  • What are the payment options?

    You can pay for your purchases online using most major cards, including Mastercard, Visa, Visa Debit, Maestro, Diners Club, American Express, JCB and Discover.

    Your card details will be encrypted to help keep them secure. Please note that in the interest of security, We will never ask for your full username, password or credit card details via emails, pop-ups, or for any purpose other than registering or placing an order. You can also purchase one using PayPal. Checks are not accepted.

  • How do I pay with PayPal?

    *PayPal is a safer, faster, more secure way to pay online. PayPal hides your financial details so you don't have to share them online and PayPal also protects your purchases.You can make PayPal payments using your card or bank account. You only need to register the details for your choice of payment once and PayPal will remember and safeguard them for you. You can then use the same method each time you shop. All you need is your email address.

    *Please note: PayPal cannot be used in conjunction with Flexi-Pay.

  • How does Flexi-Pay work?

    On certain products we offer Flexipay, which allows you to spread the cost of the product (excluding shipping and handling) across 2, 3 or 4 monthly instalments, interest free. Flexi-Pay instalments must be paid with a card. At this time PayPal and Maestro Debit Cards/pre-paid cards are not supported for payment on Flexi-Pay. See our Flexi-pay page for more information.

  • What should I do if my card was refused when placing an order?

    If your card was refused while placing an order, please re-submit your order using a different card. For details on why your card was refused, please contact your card issuer.

  • How do I use a discount coupon?

    Discount coupons can be redeemed against purchases made through and over the telephone (subject to terms and conditions). These can be applied at the checkout. Please refer to individual promotions for full terms and conditions on how and when you can spend your coupon.


  • How do I create an account?

    Creating an account with us will make your online visits to much quicker and easier.

    To create an account, simply click on ‘Login’ at the top right of the website. Here you will be able to register your details.

    Alternatively, you can create an account when you checkout. Firstly you will need to add the items you would like to purchase to your basket. Once these items have been added, view 'Your Cart' and proceed to 'Checkout'. You will be asked to enter your email address as a new customer to continue your purchase. Alternatively you will be given the option to 'Create an Account'.

  • Logging in to your account

    To log in to your account click on 'Your Account' or ‘Login’ at the top right corner of the page. This will take you to a page where you can enter your email address and password. When entered correctly you will be logged into your account.

    Logging in makes placing an order even faster and easier than usual, as your shipping details will already be filled in. While logged-in, you can change any of these details as well as any other addresses or details you may have entered previously.

  • What if I forgot my password?

    If you've forgotten your password, click 'Your Account' at the top right corner of the page - there you will be able to fill out the forgotten password field with your email address and an email will be sent to you to reset it.

    Alternatively, contact a member of our Customer Services team who will be able to help. See Contact Us for details.

  • Are my details secure?

    Shopping on Create and Craft is as secure as shopping in any store. Your card details will be encrypted to help keep them secure. Please note that in the interest of security, Create and Craft will never ask for your full username, password or credit card details via email, pop-ups, or for any purpose other than registering or placing an order on

  • How can I view and update my account details?

    Once you've registered with, you can log in to your account at any time to view and update the personal details you have saved. Here you can change and update.

  • What should I do if I lose or change my debit or credit card?

    You can update your card details in your account section under ‘Payment’.

    Please note: If the card used to pay any Flexi-pay instalments is lost, stolen, or cancelled, you must contact Customer Services so we can update your account. Changing the card details stored against your regular Create and Craft account will not automatically update your Flexi-pay account.

  • What should I do if my account is locked?

    Please contact Customer Services who will help you unlock your account.

  • How can I check my order status and order history?

    You can do this by clicking on the ‘Order Status’ button on the top right of the website. Alternatively you can log in to your account to view past and current orders.

Flexi Pay

  • What is Flexi-pay?

    Flexi-pay is a service we offer our customers to help make a product more affordable by spreading its cost (excluding shipping and handling) across 2, 3 or 4 instalments, interest free.

  • When will my credit/debit card be charged?

    The first down payment is made when you place your order and the remaining payments will be taken in subsequent monthly instalments.

    Flexi-pay is so easy to set up – we do it all for you!

  • When do I pay for shipping and handling?

    Shipping and handling is paid in full with the down payment.

  • Can I change my billing date?

    Billing dates for future instalments cannot be customized or changed.

  • When is Flexipay available?

    The option to pay by Flexipay is offered by Create and Craft in respect of specific products only and may be limited to a particular show or time period. Create and Craft customers can choose to pay by Flexipay online or by speaking with our Customer Services team on 1-855-246-9999.

  • What happens if I order some products on Flexipay and some non-Flexipay products at the same time?

    If you have some Flexipay and some non-Flexipay items on the same order you may be offered the opportunity to pay for all products by Flexipay. If you don’t want to do this or if you are not offered this option you will pay for any non-Flexipay items in full when you place your order.

  • What if I order two Flexipay products at the same time but with different payment schedules?

    If you order two products at the same time but with different payment schedules (a two and a three month term for example), you will be given the choice of paying for both over the longer time period if you want to.

  • Can I choose how many instalments to pay by?

    If you are ordering two products at the same time with different payment schedules, you can choose to pay both over the longest schedule (see above). However, apart from this the number of instalments will be set by Create and Craft when we make the products available to you.

  • Who is eligible for Flexipay?

    All customers are eligible to use Flexipay when it is offered by us, however we reserve the right to refuse to allow payment by Flexipay.

  • How do I pay?

    Flexipay instalments must be paid with a credit or debit card. At this time Maestro Debit cards and PayPal are not supported for payment by Flexipay, however you may pay for a product in full using a Maestro card or PayPal. We take payment of the first instalment and shipping and handling when you place your order and we will collect payment of subsequent instalments automatically from this card (on dates detailed in a letter that will be sent to you confirming your Flexi-Pay plan details) till the order is fully paid. We will only accept the card if the expiry date is after the date your last Flexipay instalment is due. We will not accept payment by check.

  • Can I use Discount Coupons?

    If you wish to use a discount coupon on Flexipay, we will spread the discount proportionally across the eligible items in your basket reducing the item cost and then calculate the Flexipay schedule accordingly.

  • Can I change the credit/debit card I use to pay my Flexipay instalments?

    Yes. If you contact our Customer Services department, we can update the credit or debit card details held for you. If you change your card details while you have any Flexipay instalments outstanding, then the next instalment(s) due will be taken when you register your new card with us even if this is earlier than when the instalment is otherwise due. This ensures that the credit or debit card details have been validated.

  • How do I settle the account early?

    Please contact a member of the Customer Services team on 1-855-246-9999, who will be able to take payment from you for your remaining instalments in one go and without penalty.

  • What happens if I miss a payment?

    We understand that sometimes mistakes happen. If we attempt to take a payment and your bank declines it, we will send you a letter to let you know. We will attempt to take payment again 14 days after the original instalment date. However if your card is declined again, we may, subject to state law, charge up to $20.00 plus tax administration fee to your outstanding balance and this will be payable immediately along with your missed instalment. This will also result in the suspension of your account with Create and Craft.

  • What happens if the third attempt to take payment fails?

    We will attempt to charge a payment three times before handing it over to a third party debt collection agency. If a third attempt to charge a payment is declined, we may, subject to state law, charge an additional $20.00 plus tax administration fee to your account. If you have still not paid, we may, subject to state law, charge a further $20.00 plus tax administration fee to cover the costs of transferring your file to a debt collection agency and subsequent debt management. All outstanding payments due for your items (the missed payments plus any future payments otherwise due at a later date) will be payable immediately in full, together with the combined $60.00 plus tax administration fee.

  • What happens if I need to return an item paid for with Flexipay?

    In the unlikely event that you have to return an item, we will refund your card for the amount you have paid so far for that item excluding shipping and handling (unless the item is faulty). If your order was for more than one Flexipay item and you still have further instalments to pay, then we will adjust your schedule accordingly and notify you by letter.


  • How do I use video on Create and Craft?

    Most product pages and search results include a video clip from the products on air presentation. To watch a product video, simply click the video tab and click on the arrow to play. To watch videos through search, simply click on the play button.

    If you want to watch the live broadcast, click on the On Air link on the homepage.

  • Can I change the time zone in the Program Guide?

    To change the time zone, click on the dropdown box where you see Eastern Time Zone and select Central, Mountain or Pacific.


  • How do I leave a review?

    Shortly after receiving your order, you will receive an email requesting that you leave a review. Click on the link in the email to review your products.

  • What Review Guidelines should I use?

    When writing your review, please consider the following guidelines:

    Focus on the product and your individual experience using it
    Provide details about why you liked or disliked a product
    All submitted reviews are subject to the terms set forth in our Terms of Use

    We reserve the right not to post your review if it contains any of the following types of content or violates other guidelines:

    Obscenities, discriminatory language, or other language not suitable for a public forum
    Advertisements, "spam" content, or references to other products, offers, or websites
    Email addresses, URLs, phone numbers, physical addresses or other forms of contact information
    Critical or spiteful comments on other reviews posted on the page or their authors

    In addition, if you wish to share feedback with us about product selection, pricing, ordering, shipping or other customer service issues, please do not submit this feedback through a product review. Instead, contact us directly.

  • What are the Review Terms of Use?

    These Terms of Use govern your conduct associated with the Customer Ratings and Review service offered by Create and Craft (the "CRR Service"). To the extent of any conflict between Create and Craft's Privacy Policy and these Terms of Use, these Terms of Use shall control with respect to the CRR Service.

    By submitting any content to Create and Craft, you represent and warrant that:

    • you are the sole author and owner of the intellectual property rights thereto;
    • all "moral rights" that you may have in such content have been voluntarily waived by you;
    • all content that you post is accurate;
    • you are at least 13 years old;
    • use of the content you supply does not violate these Terms of Use and will not cause injury to any person or entity.

    You further agree and warrant that you shall not submit any content:

    • that is known by you to be false, inaccurate or misleading;
    • that infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
    • that violates any law, statute, ordinance or regulation (including, but not limited to, those governing export control, consumer protection, unfair competition, anti-discrimination or false advertising);
    • that is, or may reasonably be considered to be, defamatory, libellous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
    • for which you were compensated or granted any consideration by any third party;
    • that includes any information that references other websites, addresses, email addresses, contact information or phone numbers;
    • that contains any computer viruses, worms or other potentially damaging computer programs or files.

    You agree to indemnify and harmless Create and Craft (and its officers, directors, agents, subsidiaries, employees and third-party service providers, including but not limited to Bazaarvoice, Inc.), from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable attorneys' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.

    For any content that you submit, you grant Create and Craft a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you.

    All content that you submit may be used at Create and Craft's sole discretion. Create and Craft reserves the right to change, condense or delete any content on that Create and Craft deems, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use. Create and Craft does not guarantee that you will have any recourse through Create and Craft to edit or delete any content you have submitted. Ratings and written comments are generally posted within two to four business days. However, Create and Craft reserves the right to remove or to refuse to post any submission for any reason. You acknowledge that you, not Create and Craft, are responsible for the contents of your submission. None of the content that you submit shall be subject to any obligation of confidence on the part of Create and Craft, its agents, subsidiaries, affiliates, partners or third party service providers and their respective directors, officers and employees.

    By submitting your email address in connection with your rating and review, you agree that Create and Craft and its third party service providers may use your email address to contact you about the status of your review and for other administrative purposes.

  • Why has my review been rejected?

    There are a number of reasons a review can be rejected. Please view our guidelines and T&Cs. Alternatively contact customer service.

  • How long does it take for my review to show?

    Subject to approval it can take up to 48 hours for your review to show online.

  • Can I edit or remove a review?

    No, not if your review has been approved - if you would like to leave another review you can use the original link, or you can contact customer services to remove your unwanted review. If you review has been rejected, you will be notified by email and you will be able to amend the review and resubmit.