FAQs


Question: How long does it take for me to receive my order (for U.S. Shipments)? -back to top

Answer: US Shipments
Here at The Fabrics Factory, we pride ourselves on being a fast & efficient shipper. Most domestic orders are shipped within 1-2 business days. The exception would be customized or personalized items which take additioinal time to process, customization will be determined by you when you place your order and select production method. Orders are shipped from our facilities in southern California. We offer multiple shipping method options, from flat rate shipping (5-10 business days within 48 states) to express shipping methods as fast as UPS Next day air shipping. You can select the shipping method you'd like to use and review all shipping rates during checkout without completing the payment on the order. Note: UPS doesn't ship to p.o.boxes. In our continued effort to minimize waste and lessen our impact on the environment, please note that your order may arrive in a slightly used shipping box.


Question: How long does it take for me to receive my order (for International Shipments)? -back to top

Answer: International Shipments
The Fabrics Factory ships orders globally. Most international orders are shipped within 1-2 business days. For international Airmail shipments, from our experience typical transit time is 10 - 21 days, actual may vary depending on customs. We also do offer UPS international shipping, UPS is trackable and considerably faster in shipping time, typically 5 - 10 business days for most countries. Although this is an typical estimate on average shipping time, actual shipping may be slightly vary due to factors such as customs, carrier routing, package traffic, and other unforeseen factors.


Question: How long does it take for you to respond to my email? -back to top

Answer: Most email are replied within a 24 - 48 hours period, excluding weekend and holidays. Your questions and concerns are very important to us, and we will do our very best to reply back with a response as soon as we possibly can.


Question: How long does it take for you to ship out orders? -back to top

Answer: Most orders are processed and shipped within 24 - 72 hours once payment is received. Excluding weekends and holidays. International orders may take longer due to the additional processing involved (i.e. customs forms, etc.) Any customized items (including pew bows) in your order will delay shipment Production time for customized item is selected and paid for by you when order is placed.


Question: How are orders shipped? -back to top

Answer: We use United States Postal Service (USPS), and UPS to ship out orders. You may choose carrier and method during checkout.


Question: Can I track my order after it's been shipped? -back to top

Answer: Each order shipped within USA will come with proof of delivery in the form delivery confirmation for USPS or tracking no. for UPS. This info will be emailed to you when your order is shipped, so please use valid email address when going through checkout. AOL and Hotmail users, please check your spam folders. International orders are NOT trackable via USPS Air Mail if you choose that shipping method, only trackable via UPS international shipping.


Question: Was my order received? -back to top

Answer: Once an order is placed, an invoice and summary of your order will be sent shortly to email address you've provided. This info will be emailed to you when your order is received, so please use valid email address when going through checkout. AOL and hotmail users, please check your spam folders.


Question: What payment methods do you accept? -back to top

Answer: We are currently only accepting credit/debit card payment.


Question: Do you offer any wholesale programs? -back to top

Answer: We offer additional wholesale/bulk discounts. Most products offer a bulk qty discount, details are stated on each item page if available. Available discounts are applied automatically if your order total/qty qualifies, there's no need to sign up or apply. Once put into shopping cart, it will total up automatically for you!


Question: Does your international shipping quotes include customs/duty/import taxes? -back to top

Answer: For international shipments, our shipping quotes do not include any customs/duty/import taxes, which are imposed by the respective international countries, and not by us, or the shipping carrier. Any customs/duty/import taxes required will be the sole responsibility of the recipient. As this may differ from country to country, we are unable to give you an accurate estimate unfortunately. Please check with your country's customs for details terms and/or regulations for incoming shipments from an international country.


Question: What currency are your prices being quoted in? -back to top

Answer: All pricings are quoted in USD only.


Question: Why is there color variations from the last shipment of silk flowers? -back to top

Answer: Silk flowers are extremely labor intensive, each flower is made and put together by hand by an skilled crafter. In order to fill the demand, these are manufactured in 4 different factories to keep up with the demand. We have a large selection of styles and colors, and also keep these in stock in large quantities, unfortunately with 4 different manufacturers, there will be variations from shipment to shipment. In order to get the exact same shade - please make sure to order everything you need in 1 single order. Separate orders may end up having different shade / slight style variation. If such case happens, we will gladly exchange it for you. However, you will be responsible for shipping the item back, we will pay for the shipping to send the exchange to you.

 


Question: I have not received my package, even though tracking number shows delivered. -back to top

Answer: We’re sorry that you have not received your package even though tracking number confirms delivery. The first step you should take is to check all around your house. The package may have been placed where it’s difficult to see (to avoid being stolen if just laying around) such as behind plants, etc. Second step you should take is to check with your neighbors. Sometimes it’s possible that the package has been misdelivered to a neighboring address close to you.

If you are still unable to locate the package, you can give the courier a call using the following contact information, depending on the shipping courier that made the delivery.
UPS (United Parcel Service)
http://www.ups.com/content/us/en/contact/index.html?WT.svl=SecNav
USPS (United States Postal Service)
https://www.usps.com/customer-service/customer-service.htm
For UPS shipments, UPS typically is able to provide detailed information on your delivery/package, which may help to locate the missing package. For USPS shipments, although may not be as detailed as UPS, USPS is still often able to provide additional information to help to locate your missing package as well.

If after trying the above steps, you are still unable to locate your package, you are welcome to contact our reps using our contact page below,
http://www.thefabricsfactory.com/contact-us
For UPS packages, we can help you file a missing package tracer with UPS. They will conduct an investigation to help locate your package. Lost package should be reported to us within 72 hours of delivery for greatest results from filed tracers. Results from lost tracers typically become available after 1-2 weeks after filed. For USPS packages, unfortunately, no tracer can be filed.

Sometimes, even after ALL the above steps have been taken, the UPS tracer has confirmed delivery, and your package still can not be found. We apologize. In most cases, we can still offer to send a replacement shipment by splitting the cost 50/50 of the order, with a signature required request as a final option.

NOTE:
*In a few extremely rare cases, packages have been delivered, however, may have been unfortunately stolen after successful delivery. We apologize, we are unable to be responsible for packages that may have been stolen after successful delivery. If you believe this may be the case, please contact the local authorities directly to file a report.

*If after reviewing your order, you realize that the shipping address you’ve provide is incorrect (wrong zip, city, street number, etc) or missing info (such as apt#, suite#, etc), and the delivery issue was caused by this incorrect or missing info, you can let us know as well. In most cases, as a courtesy to our customer, we may be able to offer to send a replacement to your corrected address by splitting the cost 50/50 of the order.

 


Question: Care instructions. -back to top

Answer: Care of our tablecloths are very easy. If well cared for, our products can last for many many years to come.

Satin/Organza/Flock/Animal print styles - Due to the delicate material, dry clean should be used only.
Lamour/Crinkle/Pintuck styles - Can use machine, gentle cycle, warm water, low temperature dry. However, we highly recommended hand wash, hang dry to prolong life of product.
Polyester styles - Safe to be used in regular home washers/dryers.

• Bleach can be used for our WHITE tablecloths/overlays/runners/sashes, but not recommended for COLORED tablecloths. Mixing dark/bright colors with whites is not recommended.
• As long as bleach is not used, our COLORED tablecloths will not fade, even after dozens of uses/washings.
• Stains should be washed as soon as possible to avoid them locking in and becoming permanent.
• WARM water with a regular detergent should be when put into washing machine to avoid fading colors
• Similar to regular clothing, remember to always wash with similar colors.
• When put into dryer, do not use HIGH temperature settings as it may lead to possible shrinkage, use tumble dry LOW
• Iron with LOW heat if still have any wrinkles
• It is recommend that they be removed from dryer while still warm. This is to minimize excessive wrinkles.
• Products can then be ironed with low heat to get out any wrinkles that are left. They should then be folded and put away for storage.

 


 

Question: Return Policy - back to top

We're sorry that your order did not work out for you. However, you may still be able to return the item(s) back to us for an exchange or refund.

Question: What is your return policy - For Refunds?

Answer: All returns for refunds will be required a 20% restocking fee of merchandise costs. Returnable items must be received by us within 30 days from the date your order was delivered. Returned items must be received in their original packaging and in perfect condition. This means if merchandise was originally in seal packaging, it's expected to be returned in the same way. Unsealed/used items are not resellable, and therefore, not accepted for refunds if returned. No refunds will be offered for orders past 30 days, unfortunately. Buyers will be responsible for shipping back to us for refunds. Shipping costs are not refundable. All merchandise returned that is opened or not in original packaging will be discarded. No refunds or exchanges will be issued for such merchandise.

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Question: What is your return policy - For exchanges?

Answer: Changed your mind about an size/color/item? Welcome to return it back to us for an exchange for another size/color/item if still in original/sealed condition. Here's what you do, simply return the items you want to exchange for a full credit of merchandise cost returned. You will be presented with the value of your return in the form of a store credit to use for your new order via email. Please do include the order # of the original order in documentation along with your return. We will take exchanges up to 60 days from date your order was delivered. Shipping costs are not refundable. All merchandise returned that is opened or not in original packaging will be discarded. No refunds or exchanges will be issued for such merchandise.

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If your order qualifies for a return, simply fill out the RMA form and submit it. Our reps will review your entry and reply with a RMA # for you to use, please allow a 1-2 business days processing to received your reply/rma #. Once you've received your confirmation email with RMA #, please send the return to the following address:

Please send returns to:
13155 Railroad Ave.
City of Industry, CA 91746

***Please do not return merchandise without an RMA#, this will delay processing of your return. Remember to include order# along with all returns***

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If you wish to return an order, please click HERE to submit a RMA form. Thank you again for choosing thefabricsfactory.com!

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