Frequently Asked Questions

No. The machine does the tufting for you — you upload an image, Craftphilia Studio generates the tufting path, and the machine handles the rest. If you can use a printer, you can make a rug.

The main difference is tufting area. The CF05 tufts up to 19.7 × 19.7 inches, expandable to 19.7 × 39.4 inches with the optional Expansion Kit. The CF07 tufts up to 27.6 × 27.6 inches, expandable to 27.6 × 55.1 inches with its Expansion Kit. See the full CF05 vs CF07 comparison.

Just a simple one-time setup. Your machine arrives partially assembled, and our step-by-step assembly video walks you through the rest — no special tools or skills needed.

You'll hear some light mechanical noise from the moving parts while the machine tufts — it's the natural sound of the needle and motion system at work, and most makers find it easy to share a room with.

The machine is very safe in normal use — it runs on its own and doesn't need you nearby. The one rule: never touch the moving mechanical parts or reach into the tufting area while the machine is running, and keep children supervised around a running machine. That's it — follow the user manual and you're good.

Typically 1–5 hours depending on the size, number of colors, and pattern complexity.

Yes. Craftphilia Studio is free , including updates.

Yes. Craftphilia Studio runs without a machine, and all the core design features work on their own. Only the tufting step needs a machine connected. Studio will be available to download from our Software page once machines start shipping.

Craftphilia Studio currently runs on Windows and macOS. A mobile app is in development.

Craftphilia Studio supports standard image formats such as JPG and PNG. The software automatically separates your image into yarn colors and generates the tufting path.

No. Upload any image — a photo, a drawing, a logo — and the software converts it automatically. You can fine-tune colors and details if you want to, but you don't have to.

Yes. You can stop at any time. Save your project, and when you reopen it, Studio picks up where you left off. Just keep the cloth on the frame until the piece is finished.

You're responsible for making sure you have the rights to designs you upload — trademarked characters and copyrighted artwork shouldn't be used for anything you sell. Our Pattern Library offers ready-to-tuft designs that are safe to use.

The machine is designed for 5 mm yarn. Acrylic, wool, and cotton all work. Machine-ready yarn in a full range of colors is available in our Supplies collection.

Yes — third-party 5 mm yarn and standard tufting cloth work. That said, we recommend official Craftphilia supplies: they're tested with the machine for consistent tension and results, and damage caused by materials outside the machine's specifications isn't covered by warranty.

Nothing to get started. Every machine includes tufting cloth sized for your machine, plus a beginner-ready pattern with matching yarn — you can tuft your first rug right out of the box. For future projects, yarn and cloth are available in our Supplies collection.

We accept Visa, Mastercard, American Express, UnionPay, PayPal, Apple Pay, Google Pay, and Shop Pay. All payments are processed securely — we never see or store your full card details.

Yes — installment options through Shop Pay Installments are available to eligible U.S. customers at checkout. You'll see the available plans before you confirm your order.

Contact us at support@craftphilia.com as soon as possible. Orders are processed within 24 hours, so we can't guarantee changes once fulfillment begins. If your order hasn't shipped, we'll cancel it for a full refund; if it has, it can be handled as a return under our Return & Refund Policy.

First check your spam or promotions folder. If it's not there, the email address may have been mistyped at checkout — contact us at support@craftphilia.com with your name and we'll locate your order and resend the confirmation.

Applicable sales tax is calculated and shown at checkout based on your shipping address. The total you see at checkout is the final amount you pay — no hidden fees.

We currently ship to the 48 contiguous United States, the United Kingdom, France, Germany, Italy. Shipping is calculated at checkout. Select your country to see the rate before you pay. We can't deliver to P.O. Boxes or APO/FPO addresses. Alaska and Hawaii are not covered. We're opening new countries as we go — email support@craftphilia.com to be notified.

Orders are processed within 24 hours (1 business day) and delivered in 3–5 business days — about 4–6 business days total. You'll get a tracking number by email as soon as your order ships.

Machines always ship free — and if your order contains a machine, the whole order ships free. Supplies and kits ship free on orders over $89; below that, shipping is calculated at checkout. U.S. orders never pay customs duties or import fees.

Tracking can take up to 24 hours to activate after the label is created. If your tracking shows no movement for several days, contact us at support@craftphilia.com — if a package shows no movement for 7 business days, we treat it as lost and will send a free replacement or issue a full refund.

Check with household members, neighbors, and your building's package area first — carriers sometimes mark packages delivered slightly early. If it hasn't turned up within 48 hours, contact us and we'll work with the carrier to resolve it.

Items from the same order may ship in separate packages, each with its own tracking number. You won't pay any extra shipping for split packages.

You have 14 days from delivery to request a return. For change-of-mind returns, the product must be unused and in original packaging, a 20% restocking fee applies, and return shipping is paid by you. Quality issues get a prepaid return label and a full refund. Full details in our Return & Refund Policy.

Email support@craftphilia.com with your order number and reason. We'll issue a Return Merchandise Authorization (RMA) and the return address. Please don't ship anything back without an RMA — unauthorized returns can't be accepted or refunded.

Once your return arrives at our warehouse, we inspect it within about 3 business days and issue the refund to your original payment method within 3–7 business days. Your bank may take an additional 5–10 business days to post it to your statement.

We don't offer direct exchanges at this time. Return your original order under our return policy and place a new order for the model you want.

Yes: machines that have been used (for change-of-mind returns), consumables with opened packaging (yarn, tufting cloth), final-sale items, and gift cards.

Every machine includes a 12-month warranty against defects in materials and workmanship. If a part fails under normal use, we ship the replacement free with step-by-step video guidance — your machine never needs to leave your home. Details in our Warranty Policy.

Email support@craftphilia.com within 48 hours of delivery with photos of the packaging and item. We'll send a free replacement or issue a full refund, whichever you prefer. Please keep the original packaging until your order is confirmed complete.

Start with the assembly video and guides in our Getting Started hub. If you're stuck, email support@craftphilia.com — our team typically responds within 1 business day with step-by-step help.