FAQ

We have compiled a list of FAQ’s to help solve most problems we have encountered. Please read through; however, if your question is not answered, send Louet north America an email at info@louet.com

I want to place my order on line. How do I get into the Louet North America B2B site?

  1. Simply open a browser and type the url b2b.louet.com
  2. You will need your username and password.
  3. You are now ready to go shopping. We advise you to always check your basket. It is simple, but you need to look at quantities ordered to avoid errors.

What is the advantage of placing my order on line?

Orders under $100.00 OR drop shipment orders carry a $5.00 surcharge as stated in our terms and conditions. Minimum order/drop shipment fee of $5 is waived if you place your order online.

How do I know if the item I ordered is in stock?

Stock levels are shown below the product and are updated every 15 minutes.

I put an order in online but I didn’t get an e-mail confirmation. Has my order been registered?

Please go back and check the web section and make sure your ‘basket’ has nothing in it. You may not have gone to the end of the process. If the ‘basket’ is empty…please call us. There may be a problem in the response section of our B2B site and we need to look into it.  You should always receive an email confirmation of your order.

There is a discrepancy or an error in my order, or in my invoice. What do I do now?

With the order or the invoice in hand, please call the office at 1-800-897-6444. You will get immediate assistance.

Can I put a link to Louet North America, or copy a picture to my website?

If you carry the Louet North America products you can go to our website and right-click on an image to copy it. If you require a high-res image or assistance, please call the office. We can be reached at 1-800-897-6444.

I have been a customer for more than six months and I would like payment terms.

Our billing department will be happy to answer any payment term questions you may have. Refer to our terms and policies and if you have further questions, please give us a call.

One of my customers is asking for help with a Louet North America pattern and I am unsure of the answer. Who do I call?

All Louet North America designed patterns are thoroughly tested in multiple sizes to ensure they are virtually error free. This high level of quality control has been in place for more than 5 years. Louet North America is so confident about the QC of our patterns; they are supported by a toll free tech support service. Our pattern support contact is Lynda and she can be reached at lynda@louet.com or at 1-866-888-7823

Online patterns not designed by Louet North America, will be supported by the designer. Please contact Louet North America with your inquiry and we will forward the question to the designer. You will receive a response within a timely manner.

I have changed my e-mail, my phone number or have moved my shop. Do you need to be advised?

Yes, we do. Accurate information will help us assure the correct shipping address and the correct address in your online listing for our retailers list. A change in your e-mail address is also important as we send information on new products as well as send invoices by e-mail. Communications are important!  You can also change your contact information online in your account management section.

I would rather not get my invoices at the shop. My e-mail address is open to the employees and the information is private. Can I have this sent to another and more secure e-mail address?

If you call the office at 1-800-897-6444, we will change this for you and re-direct the information to the new e-mail address. Contact pam@louet.com

I seldom check my e-mail. Can you mail me the invoices instead?

Yes, we can. Note that we place a copy of the invoice in the box with your order.  Please contact us by phone, e-mail or fax want to receive your invoices by mail. Contact dave@louet.com

I have knitted up a sample garment for display in my shop. Will you reimburse the price of the yarn?

Yes we will, if it is one of our patterns and you qualify base on sales volume. Please send a picture of the garment displayed in the shop and the bands off the yarns you used and we will apply the wholesale credit to your account.

If you are a Canadian or Worldwide customer, you will send the information to:
Louet North America
3425 Hands Rd.
Prescott, ON K0E 1T0

If you are an American customer, you will send the information to:
Louet North America
808 Commerce Park Dr.
Ogdensburg, NY 13669

Can I put an order in now for later shipping?

Yes. All you need to do is to mention it to the person taking the order or put a note in the ‘notes’ section of your Web order before you check out .

My account is late and I need to make arrangements for payment.

We will try and accommodate you as much as we can. Please give Dave a call (800-897-6444) or send her an email dave@louet.com

Will my name appear in the list of dealers on the Louet North America Web Site?

All customers in good standing with a minimum wholesale purchase of $750 over the past 12 months will be listed on our Web Site.  Our Retailer locator also shows a convenient map showing your locations.

If the above FAQs did not answer your questions, please view our support center which features our product support data base.