Frequently Asked Questions (FAQs)

Family Handyman has created a Market Place so that we may create a curated shopping experience for our consumers.  Each retailer on shop.familyhandyman.com manages their own orders once the purchase has been made and will send shipping information directly to you in addition to making their own decisions about cancellations, refunds, and returns.  

General Information

Account Information

HOW DO I ACCESS MY ACCOUNT ONLINE?  

To access your account, click Login to get started, then simply fill in your email address and password!  

If you are a new customer, click Create Account to get started, using your name, email address and a password you choose. If you have any issues, please reach out to our Customer Care team at [email protected]

HOW DO I LOGIN IF I FORGOT MY PASSWORD?  

Click a “Lost your Password” link, enter their Username or email, and you’ll be sent an email with a password reset link. If you run into trouble, please contact our Customer Care team at [email protected]. Please reach back out if you have any issues getting logged in with the link.  

HOW DO I LOGIN IF I FORGOT MY EMAIL ADDRESS?  

If you need to reset your email address, please reach out to our Customer Care team at [email protected]. They will be more than happy to help you.  

I HAVE THE RIGHT PASSWORD/EMAIL BUT I STILL CAN’T LOGIN! WHAT DO I DO?  

If you’re having technical difficulties getting logged in, please reach out to our Customer Care team at [email protected].  Let the team know what issues you’re experiencing and exactly what error you are receiving when you try to login. Once they receive your communication, they will help you troubleshoot or escalate to the appropriate team if necessary!  

HOW DO I CHANGE MY LOGIN EMAIL OR PASSWORD?  

If you need to change your email address or password or name on the account, simply log into your account and follow the on-site prompts.  If you run into trouble, just reach out to our Customer Care team at [email protected]dyman.com. They will be more than happy to help you.  

I’M HAVING TECHNICAL ISSUES WITH THE WEBSITE/MY ACCOUNT. WHO DO I REACH OUT TO?  

If you’re having technical difficulties with the website, please reach out to our Customer Care team at [email protected]. Be as detailed as possible about the errors you’re seeing and where on the website they occur. Once you reach out, they will help troubleshoot or escalate to the appropriate team if necessary.  

Payments

AT WHAT POINT IS MY CREDIT CARD CHARGED? 

The credit card is charged once each retailer successfully processes the item(s) in the order. 

WHICH PAYMENT METHODS ARE ACCEPTED?  

Internet and phone orders require a credit card. Visa, MasterCard, American Express and Discover credit cards are accepted! We only accept US funds for our orders. If you have questions about your payment, send our Customer Care team a note at [email protected]  

DO YOU ACCEPT PAYPAL OR APPLE PAY? 

No, we do not. Currently, PayPal & ApplePay do not support a multi-retailer experience. We are researching a solution to be able to offer one.  Visa Click to Pay is coming soon. 

WHAT IF I’M HAVING ISSUES WITH ONLINE CHECKOUT?   

If you’re having technical difficulties with the website, please reach out to our Customer Care team at [email protected]. Be as detailed as possible about the errors you’re seeing and where on the website they occur. Once you reach out, they will help troubleshoot or escalate to the appropriate team if necessary.    


If you have purchased a product from The Family Handyman brand

Orders

[FAMILY HANDYMAN PRODUCT ONLY] WHEN CAN I EXPECT DELIVERY? 

For physical product, you can normally expect delivery in about 10–14 working days from the time your order is processed. For your convenience, we always try to send your entire order in one shipment. If any item(s) you order are out of stock, we may wait until these items are available to ship your order. It’s important to note that your account will not be charged until your order has shipped and we’ve sent you confirmation. If it’s been more than 14 working days since you placed your order, contact us at Customer Care

For digital products, you will receive a link in your order confirmation for immediate access or download. 

For items purchased from other major retailers, please refer to your order confirmation email from the retailer for order summary, estimated shipping dates, tracking information, etc.  If you have any questions about your order, please contact the retailer directly.  Note, if this purchase is for a PDF how-to guide only, a link to download the PDF will be sent to your email after purchase. Tools and Materials Not Included. 

HOW CAN I TRACK MY ORDER?  

Family Handyman will send an order confirmation email followed by an email with the tracking number. Tracking numbers are not generated until after the order is processed and fulfilled. Orders can take a day or two to finish processing depending upon the retailer so expect an email with the shipment tracking information to arrive approximately 24-48 hours after the order has been placed. If you do not receive an email will a tracking number, please check your spam folder. Please reach out to [email protected] if you did not receive an email with your tracking info.  Note if this purchase is for a PDF how-to guide only, a link to download the PDF will be sent to your email after purchase. Tools and Materials Not Included. 

Shipping

[FAMILY HANDYMAN PRODUCT ONLY] WHAT ARE THE STANDARD SHIPPING AND PROCESSING CHARGES FOR TRUSTED MEDIA BRANDS PRODUCTS?  

Per Continental U.S. Destination:  

Up to $9.99 — $3.99  

$10.00 to $19.99 — $4.99  

$20.00 to $29.99 — $5.99  

$30.00 to $39.99 — $6.99  

$40.00 to $49.99 — $8.99  

$50.00 to $59.99 — $10.99  

$60.00 to $79.99 — $12.99  

$80.00 to $99.99 — $15.99  

$100.00 to $149.99 — $17.99  

$150.00 and up — $19.99  

All prices listed on our website are in U.S. Dollars.  

DO YOU SHIP TO CANADA OR OUTSIDE THE UNITED STATES?  

Unfortunately, Family Handyman does not ship to foreign addresses including Canada. However, we do ship to the United States, Puerto Rico, Guam, Virgin Islands and other U.S. territories!  

If you live in AK, HI or any U.S. territory, please expect to incur an incremental $3.00 to cover additional shipping costs. 

CAN I CHANGE MY SHIPPING ADDRESS BEFORE SHIPPING?  

Unfortunately, once an item has shipped, we cannot change the delivery address. In those cases, contact our Customer Care team at [email protected] to see what we can do. However, if you contact us before the order has been fulfilled by our warehouse, we will happily update that information for you!  

Returns/Refunds

[FAMILY HANDYMAN PRODUCT ONLY] HOW DO I RETURN A PRODUCT FOR EXCHANGE OR REFUND?  

Digital products such as downloads, streaming videos, or online classes, are not covered under our return policy, but if the product is defective or you are not satisfied with the quality of the item purchased, please contact our customer service team at [email protected]

If you did not receive your confirmation email, which includes a link to download digital purchases, please check your spam bucket as it likes to catch our emails. 

If you’re not satisfied with your physical order for any reason, you can return it for an exchange or a full refund of the purchase price. Refunds for PDFs are not allowed.  Simply follow the directions on the back of the packing slip (included in every physical order) to request an exchange or refund. You’ll find a form there to help you explain any problems you found with your order. Your packing slip should be enclosed with your returned product to process your exchange or refund. If you have any questions regarding your return, contact us our Customer Care at [email protected].   

[FAMILY HANDYMAN PRODUCT ONLY] MY ORDER ARRIVED DAMAGED! WHAT DO I DO?  

We are so sorry you received a damaged package! Please contact our Customer Care team at [email protected].  

[FAMILY HANDYMAN PRODUCT ONLY] MY ORDER WAS MARKED AS DELIVERED, BUT IT NEVER ARRIVED! WHAT DO I DO?  

If your order is missing, please reach out to our Customer Care team at [email protected]. We can verify the address on the order, tracking, and any other information necessary!   Note that this purchase is for a PDF how-to guide only. A link to download the PDF will be sent to your email after purchase. Tools and Materials Not Included. 

[FAMILY HANDYMAN PRODUCT ONLY] WHEN CAN I EXPECT MY REFUND?  

Since your payment was made using a credit card, you will see a credit on your statement within 1–2 billing cycles. If you have questions regarding your refund, contact our Customer Care team at [email protected]

Contest/Sweepstakes Information

[FAMILY HANDYMAN ONLY] Important information regarding sweepstakes scams:  

We have heard from many customers over the years about receiving phone calls or mailings claiming they have won a massive sweepstakes with us. However, most of these communications end up being scams! To help you tell the difference, we’ve compiled information that can be used to help you determine if what you received is legitimate, or one such scam:  

We will NEVER request that you wire or pay any amount of money to claim a prize! Our sweepstakes and contests are always free to enter, and there is NEVER any fee associated with winning.  

We will NEVER send you a check to cover fees, taxes, or costs. Scammers may send you a check, ask you to cash it and send them part of the money back to cover fees for winning a prize. This is a sure sign of a scam! You should NEVER have to SEND IN MONEY to win money! We will never ask you to send us a money transfer card or a money order before sending your prize out.  

We will NEVER come to your home to award any prizes! If someone calls you and says they are coming to your home to award you the prize, be wary of a scam.  

We will NEVER ask people for personal information over the phone. If you receive a call requesting personal information such as bank account numbers, credit card numbers, or social security numbers, do NOT provide such information. This is definitely a scam!  

If you think you are the target or victim of a fraud, report it at once! Visit the National Fraud Information Center at www.fraud.org for more information.  

If you have any other questions regarding authentic contests or sweepstakes material from our company, please contact us our Customer Care team at [email protected].  

Contact Us

If you need help with anything else, please don’t hesitate to reach out to our Customer Care team at [email protected]. We are always happy to help!  


If you have purchased a product from another retailer via Shoppable

Orders

WHAT DOES “POWERED BY SHOPPABLE” MEAN? 

Shoppable® allows you to buy products we feature from reputable retailers. Shoppable® is a technology company that powers shopping capabilities and allows you to buy products we feature from reputable retailers, and checkout in a single cart without being redirected to their websites.  

HOW DO I MAKE A PURCHASE? 

Once you have found an item that you would like to purchase, simply click on the button that says, “Add to Bag.” To check out, click on the shopping bag at the top of the screen, this will take you to the shopping bag confirmation in the cart. Then click the button that says, “Checkout.” From there all you need to do is fill out your shipping, billing and payment information and then click “Place Order”. 

If you have any questions on the cart and checkout process, please contact [email protected] and a member of our Shopper Support Team will be happy to assist you. 

HOW CAN I TRACK MY ORDER? 

Each retailer will send an order confirmation email followed by an email with the tracking number. Tracking numbers are not generated until after the order is processed and fulfilled. Orders can take a day or two to finish processing depending upon the retailer, so expect an email with the shipment tracking information to arrive approximately 24-48 hours after the order has been placed. 

For items purchased from other major retailers, please refer to your order confirmation email from the retailer for tracking information (if tracking is provided).  If you have any questions about your order, please contact the retailer directly. 

WHAT CAUSES DELAYS IN ORDER PROCESSING? 

Some orders get put on hold. This can be caused by a number of reasons including inventory shortfalls or incorrect billing/shipping. 

I HAVE A QUESTION ABOUT MY ORDER? 

Once the order has shipped and the tracking number has been provided, it’s best to direct your questions directly to the retailer fulfilling the order. When contacting the retailer about your order, use the order number in the confirmation email. 

WHAT CUSTOMER SERVICE TEAM DO I CONTACT FOR QUESTIONS ABOUT MY ORDER? 

Please contact the retailer fulfilling your order for details or questions related to shipping and billing. 

If you have a question before the retailer processes your order, please contact Shoppable at [email protected]

HOW DO I CONTACT A RETAILER? 

You may refer to the confirmation email from the retailer you received after you placed the order or find customer contact information on the retailer’s website. 

WHY DON’T I HAVE TRACKING FOR MY ORDER? 

Most retailers generate tracking information once the order has been processed.  If you still do not have a tracking number, please contact the retailer directly to see if they provide tracking information and for shipping updates. 

WHY ISN’T EVERYTHING SHIPPED TOGETHER? / WHY ARE THERE MULTIPLE SHIPMENTS? 

Retailers may choose to ship items in one or more shipments, depending on item availability and logistics.  The retailer should provide estimated delivery date(s) once your order is processed.  

Your order may also contain items that are being fulfilled from multiple retailers, in which case each retailer will ship their part of the order individually. 

I DIDN’T RECEIVE AN EMAIL CONFIRMATION FOR MY ORDER?  

For items purchased from other major retailers, please reference your order confirmation email.  If you didn’t receive one, please check your junk folder.  There may be communication about all or part of your order being unavailable or out of stock, or other issues that may delay your order from being processed.  Please contact [email protected] with questions about your order confirmation. 

I DIDN’T RECEIVE MY ORDER?  

Please contact the retailer(s) directly. 

I DON’T REMEMBER WHICH RETAILER IS SHIPPING ME MY ORDER, HOW CAN I FIND OUT?  

Please refer to your order confirmation email (or emails if more than one retailer is fulfilling your order).  If you didn’t receive one, please check your junk folder.  There may be communication about all or part of your order being unavailable or out of stock, or other issues that may delay your order from being processed.  Please contact [email protected] with questions about your order confirmation. 

Shipping

HOW DO YOU CALCULATE SHIPPING FEES? 

For items purchased through other major retailers, the retailers’ individual shipping fees and policies apply.  Please refer to the prompts in the checkout cart for shipping charges and free shipping thresholds. 

When you checkout, you’ll see the shipping fee(s) for each individual retailer in your cart. Shipping fees will mirror the retailers’ website and fees. If an individual retailer offers “Free Shipping” (e.g.: orders over $35), it is reflected in the cart.  

DO YOU SHIP TO CANADA OR OUTSIDE THE UNITED STATES?  

While other major retailers may ship outside of the United States, our current checkout experience does not accept non-US addresses, so we do not ship to Canada or outside of the U.S.  However, we do ship to the United States, Puerto Rico, Guam, Virgin Islands and other U.S. territories.  

If you live in AK, HI or any U.S. territory, retailers may have additional shipping costs to these areas. 

CAN I CHANGE MY SHIPPING ADDRESS BEFORE SHIPPING?  

For items purchased from other major retailers, please contact the retailer directly. 

Returns/Refunds

WHAT IS YOUR RETURN POLICY? 

For items purchased from other retailers, please refer to the return policies and instructions provided by the retailer.  These can be found in your confirmation email from the retailer, on the packing slip, or on the retailer’s website. 

All returns will go through the retailer who shipped you the product(s). Generally, most retailers accept returns within 30 days with the exception of final sale merchandise or certain categories like undergarments and jewelry. For more information regarding a specific retailer or product please contact us at [email protected] and we’d be more than happy to help. 

MY ORDER ARRIVED DAMAGED! WHAT DO I DO?  

We are so sorry you received a damaged package!  

For items purchased from other major retailers, please contact the retailer directly.  

MY ORDER WAS MARKED AS DELIVERED, BUT IT NEVER ARRIVED! WHAT DO I DO?  

For items purchased from other major retailers, please contact the retailer directly.   

WHEN CAN I EXPECT MY REFUND?  

For items purchased from other major retailers, please contact the retailer directly.   

WHAT IS THE SHOPPER PRICING AND SUBSTITUTION POLICY? 

All quantities and prices of products displayed that are “Powered by Shoppable” are set by Shoppable’s retail partners. Such quantities and prices when checking out through sites that are Powered by Shoppable, mirror those on the applicable retailer’s website. 

Because some retailers may change their product quantities and prices throughout the day, occasionally such changes may affect your product order before the update is sent from the applicable retailer to Shoppable’s platform. Unfortunately, this is beyond our control, but we want to ensure we are transparent with our shoppers, that we always try to get you the best price, and that we can handle these select situations as seamlessly as possible – such that when inter-day retailer fluctuations do occur, proper expectations are communicated and maintained. 

The following conditions, which encompass Shoppable’s Pricing and Substitution Policy, intend to address and manage any such fluctuations in pricing or availability with minimal disruption to the overall customer experience. 

If you chose to opt-in for Shoppable’s Pricing and Substitution Policy at checkout, you consent to the following conditions: 

Price Fluctuations: 

  • The automatic processing of your order if the product price decreases below the original checkout price or increases to no more than 4% above the original checkout price. 
  • If the fluctuation exceeds 4% above the original checkout price, a member of the Shoppable Shopper Support Team will contact you to either approve the higher price or cancel the product purchase at no charge.  
  • If the Shoppable Shopper Support Team does not receive a response from you within 24 hours, the product purchase will be automatically cancelled. This would happen before your card is charged so you won’t have to go through the hassle of a refund. 

Changes in Product Availability: 

  • An automatic substitution will take place through a different Shoppable retail partner when (i) a product is no longer available at the original retailer or is available at the original retailer at a price that is more than 4% (including shipping costs) above the original checkout price, and (ii) the product price through the different Shoppable retail partner is below the original checkout price or is no more than 4% (including shipping costs) above the original checkout price. 
  • If a product is no longer available at the original retailer and the same product is found at a different retailer at a price above 4% of the original checkout price (including shipping), a member of the Shoppable Shopper Support Team will contact you to either approve the higher price or cancel the product purchase at no charge. If the Shoppable Shopper Support Team does not receive a response within 24 hours, the product purchase will be automatically canceled at no charge. 
  • If a product is no longer available at the original retailer and is not in stock through a different retailer, you will be notified, and the product purchase will be automatically canceled. 
  • Cancellation of an order would happen before your card is charged so you won’t have to go through the hassle of a refund. 

If you chose to opt out of Shoppable’s Pricing and Substitution Policy at checkout, you consent to the following conditions: 

Price Fluctuations: 

  • A member of the Shoppable Shopper Support Team will contact you to either approve the higher price or cancel the product purchase for a full refund. Lower prices will be automatically approved. 
  • If the Shoppable Shopper Support Team does not receive a response within 24 hours, the product purchase will be automatically canceled, and nothing will be charged to your card. 

Changes in Product Availability: 

  • If the product is no longer available at the original retailer, and is in stock at a different retailer, a member of the Shoppable Shopper Support Team will contact you to approve the substitution or cancel it for a full refund. If the Shoppable Shopper Support Team does not receive a response within 24 hours, the product purchase will be automatically canceled at no charge. 
  • If the product is no longer available at the original retailer or through a different retailer, you will be notified, and the product purchase will be automatically canceled at no charge. 
  • Cancellation of an order would happen before your card is charged so you won’t have to go through the hassle of a refund. 
  • We reserve the right to cancel an order for any reason, including as a result of incorrectly priced items. If we cancel an order, we will refund your account for the amount paid if your card has already been charged. We reserve the right to amend this Pricing and Substitution Policy at any time by posting a copy of such amended policy to the Shoppable site, which would apply to any future product purchases. 

If you have any questions about placing an order, please email Shoppable’s Shopper Support Team at [email protected]