1. Home
  2. Shopping FAQs

Shopping FAQs

Why do I need to select a preferred PFAFF Store to place an order?

Selecting your preferred PFAFF store ensures you have the best support possible from day one. Our PFAFF experts are committed to assisting you with your PFAFF sewing products now and in the future, including:

  • Complimentary consults and product demonstrations
  • Assistance with machine set-up
  • Machine registration
  • Warranty service
  • Machine trade-ins and in-store specials
  • Expertise in PFAFF sewing products

Can I have my order shipped to a PFAFF Store rather than my home?

Yes, we would be happy to ship your order to a PFAFF Store and it’s free when shipped to store (standard delivery). Just select a store location for your Ship-To address and you’ll be all set. This provides additional security if you will not be home at time of delivery.

I don’t live in the US or Canada. Can I still buy online?

You can place an order on PFAFF.com if you have a valid US or Canadian shipping address and method of payment. Warranty of the machine is only valid in North America. All machines are 120 voltage, which may not be compatible outside of North America.

Do you ship internationally?

We do not ship internationally at this time.

Do you ship to P.O. Boxes and APO or FPO addresses?

We do not ship to these addresses.

Can I place an order over the phone?

We do not take phone orders at this time.

What are my payment options to place an order?

  • VISA, MasterCard, American Express, and Discover
  • Sewing & More credit card issued by Synchrony Bank (Customer Service 1-866-396-8254)

I have a Synchrony Sewing & More credit card that I use to buy PFAFF items in stores. Can I use it and get special financing on PFAFF.com too?

Yes, your Synchrony Sewing & More credit card can be used to place PFAFF.com orders as well. For more details about Special Financing available, please click here.

I’ve placed an order. How do I track it?

Once your order is shipped, we will email you to let you know and include a tracking number.

I received an email saying my order has shipped, but the tracking number doesn’t show a status or estimated delivery date. What should I do?

No worries. It may take the carrier up to 24 hours to update their records for your order. Please check back periodically.

I’m not sure which machine is best for my needs. Can you help?

Yes! Please use our Machine Finder to get our recommendation on which machine is best for you based on your sewing type and the features you are looking for. We also have a comparison feature where you can quickly compare details side by side of the machines you are considering. If you are looking for a more personalized recommendation, visit one of our PFAFF stores for a 1-on-1 consultation.

How can I tell if an accessory will fit my machine?

You can quickly find all of the PFAFF accessories compatible with your PFAFF machine. On your model’s product detail page, click on the “Compatible Accessories” tab under the introductory product description and bullet points. In the US, you can also use our Accessory Finder to quickly find everything available.

Can I cancel or change my order?

After your order is placed, we quickly start processing it so it’s delivered as quickly as possible. For this reason, once an order has been submitted it cannot be canceled or changed. If you need a different item, please return your original order and place a new order for the item needed.

How do I report an issue with my order?

Please contact us using the following link: Customer Service

I need to return my order. How do I do that?

We will accept returns within 10 days of receipt of your order. Click here for our returns policy and to submit a return request. If requesting a return, we will email you a return label. Credits will be returned to the original form of payment.

There was an issue with the product I received. Can I make an exchange

Yes, we will gladly process an exchange if there was a quality issue with the product you received. When you complete a return request on PFAFF.com, simply select “Exchange for a replacement” on your returns form.

I’d like to Gift Box some of the items in my order but I don’t see a check box for this service at checkout. Can I get everything Gift Boxed?

Our larger machines and our accessories are not available for Gift Boxing at this time, service is available in the US only. We apologize for any inconvenience.

Is everything that PFAFF makes available on PFAFF.com?

There are even more PFAFF products available at authorized PFAFF locations. For current availability and more information, please contact your closest store. Find locations here: Store Locator

How do I create a pfaff.com account?

It’s quick and easy to create an account. Simply click here or on SIGN IN at the top of the website to begin. You’ll be able to track previous purchases, start a Wish List and have access to a faster, more convenient checkout.

I have a PFAFF.com account. Can I reset my email or password?

Yes, simply log in to your account and reset either any time.

How do I place a tax exempt order?

At this time we do not accept tax exemptions.

Discounts and promo codes

At this time we offer discounts and promos for various products, please visit the product pages for more details. Only one code available per purchase, offers cannot be combined.

How do I register my PFAFF machine?

To register your PFAFF product please click here to complete your registration.