Frequently Asked Questions

Customer Service

What are your customer service hours? Our regular customer service hours are as follows:
  • 8:00 AM – 4:30 PM CT, Monday through Friday
  • 8:00 AM – 12:00 PM CT, Saturday and Sunday
We are closed for the following holidays:
  • New Year’s Day
  • Martin Luther King Day
  • Presidents Day
  • Easter
  • Memorial Day
  • Independence Day
  • Labor Day
  • Columbus Day
  • Thanksgiving and the day after
  • Christmas Eve (closing at noon)
  • Christmas Day
Contact Customer Service Toll Free:  1-833-363-1239 Email:  craftandhobby@program-director.net

Accessing Premium Membership Accounts

Do I have to join to view the videos? The video site contains both free and premium content. You do not need to be a paid member to view the free videos on the website. You do need to be a Premium Member if you want to view the premium videos. If you are a Premium Member, log in to the website to view the premium videos. How do I access my Premium Membership account? On the home page (www.craftandhobby.com) click the log in button at the top right hand side of the page. How do I reset my password? Visit the log in page and select “Lost Your Password?” Enter your username or email address and select “Reset Password.” If you are logged in to your account, you can change your password by going to your “My Account” page. I forgot my username; can I have it sent to me? If you forgot your username, you can also log into the site using the email address you used when you signed up for your membership. If you forgot both, email customer service at craftandhobby@program-director.net with your first and last name and we’ll send you your username.

Membership Information

How do I pay for my Premium Membership? Annual Membership: Your annual membership lasts for a one year period starting on the day you register and pay for your Premium Membership. Monthly Membership: Your monthly membership lasts for a 30 day period starting on the day you register and pay for your Premium Membership. Free Trial Membership: Your free trial membership lasts for the period of time designated by the free trial, starting on the day you register for your free trial membership. There is no credit card required to sign up. Free trial memberships will be offered for a limited time and are restricted to one free membership per person. Your paid monthly or annual membership will automatically renew using the credit card we have on file, at the then-current rates. Monthly memberships will be charged approximately five days prior to the end of your monthly term. Annual memberships will be charged approximately 10 days prior to the end of your current term and you will be notified prior to the renewal. We do this to ensure uninterrupted access to your membership benefits and renewals are applied to the end of the current term. Your credit card statement will list your membership as PP* www.craftandhobby.com 1-833-363-1239. You can reach customer service by email at craftandhobby@program-director.net, or at 1-833-363-1239 should you choose to remove your membership from automatic renewal. You may cancel your membership at any time. Cancellation of your monthly membership will be effective the next billing cycle. Cancellation in the first 30 days of your annual membership will result in a full refund. Cancellation after 30 days will result in a prorated refund. How long can I access the video content? An annual paid Premium Membership allows you to view all of the premium video content for one year from the start of your membership. The monthly paid Premium Membership allows you to view all of the premium videos for 30 days. A free trial membership allows you to view all of the premium video content for the period of time designated by the free trial, starting on the day you register for your free trial membership. How do I cancel my membership? We are confident you will enjoy your Premium Membership. If for any reason you are not completely satisfied within the first 30 days of your paid annual membership, we will refund 100% of your membership fee no questions asked. After 30 days we will refund your membership fee on a prorated basis. There are no refunds on Monthly Memberships. To obtain a refund, please contact us at 1-833-363-1239 or by email at craftandhobby@program-director.net.

Technical Questions

Are there any system requirements to view the video content? Our video content is best when viewed on a computer manufactured in the past couple of years with a good broadband internet connection (not dial-up). We also highly recommend using the latest version of Chrome, Edge, Firefox or Safari as your internet browser. The recommended screen resolution is 1024 x 768 or larger. How do I view the video in full screen? On the video playback page simply click the full screen button (four arrows pointing outwards). To exit press the ESC key located in the top left of most keyboards. What are playlists and how do I use them? We have a complete guide to video playlists available HERE. How do I find a video? You can find videos in two ways. Click the Videos link in the navigation bar (at the top of the page), and select a Category. This will allow you to view video content by topic. You can also use the search bar at the top of the page. Can I access the video content from my mobile device? Most newer-model smartphones or other mobile/tablet devices with an internet connection are able to access the video content.

Ordering Questions

How do I update my credit card information? On the My Account page, click on Payment Method and choose Update Expiration Date or Update My Card by clicking on the box. How do you store my credit card information? Your card security is important to us; therefore we do not keep your credit card number on file. We only store a token, which is used in place of a credit card number when submitting a payment. What is the benefit of a credit card token? We replace sensitive cardholder data with a alphanumeric ID that has no connection to your credit card information. My order says I need to fill in all the required fields, but I have everything filled in. How do I complete my order? If you receive a message to fill in the required fields, try clearing your internet browser’s cache (browsing history). Once the cache is cleared, open a new browser and attempt your order again. If you continue to have issues contact customer service for support. Do you ship internationally for purchases in the Shop/Store?   Yes, we do ship most physical products from within our Shop/Store to several International countries. In addition to the USA and Canada, we ship to Australia, Brazil, India, Israel, Mexico, New Zealand, South Africa, and most Western European countries. If you live outside of these countries, you are still able to purchase any digital items, including Membership, Video Downloads, Streaming Classes, PDF Plans/Projects, etc. If I live outside of the USA and purchase a DVD from the Shop/Store, will I be able to view the DVD content in my country?   Yes, our DVD content should be compatible with most any DVD player in use today. All our videos have been created with all current Region Codes (1, 2, 3, 4, 5, 6, and 8). If you do have trouble viewing any DVD you purchase, please contact customer service.