Frequently Asked Questions

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Shipping

Free Shipping:

Free Shipping Over $50:

Free standard shipping on Orders of $50 or more to the contiguous United States. International, HI, AK, and expedited services do not apply.

$7.49 Flat Rate Shipping:

Orders less than $50 qualify for $7.49 flat rate standard shipping to the contiguous United States. International, HI, AK, and expedited services do not apply.

 

US Shipping:

Standard: 5-7 Days
3 Day: 3 Days
2 Day Shipping: 2 Days
Next Day: 1 Day

All of these estimates are in business days and are not inclusive of the day you place your order.

 

International Shipping:

We ship all over the world. Check Off "Billing/Shipping outside the US" to see the countries we ship to.

Return Policy

Your satisfaction is important to us!

Any customer who is dissatisfied with a purchase may receive a refund or store credit on fabric.

 

Not available on all items, please read complete terms and conditions.

General OFS

  1. How can I reach OFS Customer Service?
  2. Do you have retail locations?

Shipping

  1. How can I get a shipping estimate?
  2. Where will my order ship from and how long will it take to arrive?
  3. When will my order ship?
  4. If I choose expedited shipping, how long does it take?
  5. Why does it take 5-7 days for Standard Ground Shipping?
  6. Do you ship internationally?
  7. Are samples shipped differently compared to full yards of fabric?
  8. How do you pack the orders for shipment?

Returns

  1. What is your return policy?

Item Availability

  1. What does it mean if a product is on backorder?
  2. Why do some products show availability?
  3. My fabric is in stock, but it didn't get shipped. What is going on?
  4. My items are in stock. How long does it take from the time you receive my order for it to get shipped?

Orders & Samples

  1. I only received one of my products today, where is the rest of my order?
  2. Will you take an order over the phone?
  3. Do you accept purchase orders?
  4. Do you sell samples?
  5. Can I track my sample order?
  6. Do I need to return samples to Robert Allen?

Payment

  1. When do you charge my credit card?
  2. For international orders, who pays brokerage fees and duties?

Fabric

  1. Your prices are much lower than other websites and stores. Are you selling seconds?
  2. Why doesn't the color of the (Brand Name) fabric that I just purchased match the exact same (Brand Name) fabric that I already own?
  3. How many yards of fabric do I need to make drapes?
  4. Will my fabric come in one continuous piece?

Policies

  1. Where can I find your terms & conditions?
  2. Will my personal information be secure when shopping on this site?

General OFS Questions

  1. How can I reach OFS Customer Service?

    • Monday - Friday, 9am - 5pm EST, Customer Service is available.
    • Phone: 877-781-2967
    • E-mail: info@onlinefabricstore.net
    • Live Chat: If a representative is not available, you may leave a message.
  2. Do you have retail locations?

    OFS does not have retail locations.

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Shipping Questions

  1. How can I get a shipping estimate?

    On any product page, add the desired item(s) to your cart, then click on the Estimate Shipping link. Enter your zip/postal code, state or province, and country then click on the "Get Shipping Estimate" button. Rates for Standard, Expedited, and Worldwide shipping will be displayed.
  2. Please note: Customers will be responsible for additional costs when a lift gate is required for delivery.

  3. Where will my order ship from and how long will it take to arrive?

    Most orders ship from Massachusetts, USA, within two days of being received. Other orders may ship from outside warehouses. Refer to chart below for estimated transit days from our MA warehouse:

    OFS Shipping Chart
  4. When will my order ship?

    While in most cases we are able to ship domestic orders within 1 or 2 business days of when the order is placed, we cannot guarantee it. Business Days are defined as weekdays, Monday-Friday 9am – 4pm Eastern Standard Time, excluding Saturday, Sunday and Holidays. The day your order ships, Saturdays, Sundays, or National Holidays, does NOT count as a "shipping day". Expedited orders shipping out the same day of order placement must be received no later than 1pm Eastern Standard Time; call for availability. UPS Saturday delivery is available at additional costs and should be called into our customer service department 877-781-2967.
  5. If I choose expedited shipping, how long does it take?

    3 Day Shipping takes 3 Business Days. 2 Day Shipping takes 2 Business Days. Next Day takes 1 Business Day. All of these estimates are not inclusive of the day you place your order.

    Example: If you place an order on a Monday afternoon with Next Day Shipping, the order will leave our warehouse on Tuesday, and arrive to you on Wednesday.
  6. Why does it take 5-7 days for Standard Ground Shipping?

    All sample orders and most small orders ship via United States Postal Service, which can vary 1-7 days. All other orders ship via UPS, and typically, the longest it will take is 5 days from the day after you place your order.

    Orders for items which are backordered or out of stock may take longer to ship depending on availability. We will notify you as soon as possible about items that may be backordered.
  7. Do you ship internationally?

    Yes. To view international shipping rates, add the desired items to your cart and proceed to the checkout process. Near the Billing Information section, check the box next to "Billing/Shipping outside the US?" Shipping rates can also be viewed from any product page by adding the desired items to your cart, and then clicking the "Estimate Shipping" link.

    All duties are the responsibility of the customer. Brokerage fees will be charged for items shipped UPS. There are no brokerage fees for items shipped USPS.
  8. Are samples shipped differently compared to full yards of fabric?

    Domestic U.S. sample orders ship first class via United States Postal Service with no shipping charge to the customer. Canadian sample orders have a $1.00 shipping fee. All other destinations have a $3.00 shipping fee. Next-Day sample shipping is available for an additional cost. If an order is placed with samples and full yards of fabric, you will only be charged shipping for the full yardage item(s).
  9. How do you pack the orders?

    All fabric greater than 5 yards is shipped on a roll. All fabric orders that are less than 5 yards are shipped folded in a polypropylene mailer. All pillows are boxed. Large orders may be shipped on a pallet. Foam is tight wrapped, please allow up to 24 hours for foam to expand to its correct dimensions.

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Returns

  1. What is your return policy?

    Your satisfaction is important to us and we realize that there may be circumstances in which you need to return an item. While cut fabric is essentially a custom product and a challenge to guarantee, any customer who is dissatisfied with a purchase may receive a refund or store credit on fabric cuts of one (1) yard or more. Refunds may be applied to all products sold on OnlineFabricStore.net, except for the products/conditions listed below.
    • All returned items must be in original, unflawed condition, unmarked and uncut by the purchaser, and must be received within 30 days of original ship date.
    • All Robert Allen, Robert Allen @ Home, Beacon Hill, Kravet, Pindler & Pindler, Ralph Lauren, Sensuede, and Ultrafabrics® Fabric and Trim are not returnable.
    • All Sale Items are not returnable.
    • All fabric sample orders are not returnable.
    • Unless we are in error, we do not refund shipping costs.
    • Items returned to us in non-salable condition will be returned to sender, and no refund will be given.
    • If your order is deemed returnable, you will receive a refund of your order less shipping charges.
    • To ensure full credit for your returns, please contact Customer Service at 877-781-2967 before returning merchandise.

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Item Availability

  1. What does it mean if a product is on backorder?

    You may get a notice of backorder when either we can't fill your order because the yardage you require is greater than the stock we have on hand, or we don't have the item in stock based on the mill's availability.
  2. Why do some products show availability?

    All of our sale and closeout items will show the amount available, because once they've sold out, they're gone. All other products can be reordered.
  3. My fabric is in stock, but it didn't get shipped. What is going on?

    If you ordered a length of fabric greater than that which we have on hand, we'll wait for our next shipment, so that we can ship your fabric in a continuous piece.
  4. My items are in stock. How long does it take from the time you receive my order for it to get shipped?

    Expedited orders placed before 1pm, should be shipped that day. For standard shipping, please allow 24-48 hours for processing and cutting of your order.

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Orders & Samples

  1. I only received one of my products today, where is the rest of my order?

    We ship out of multiple warehouses, please be aware that orders with several items may arrive in separate packages and at different times. You will receive e-mail confirmations as your items ship.
  2. Will you take an order over the phone?

    Yes, Customer Service can take your order over the phone at 877-781-2967 from 9am to 5pm EST, Monday through Friday. OnlineFabricStore.net Customer Service is not available on weekends and major holidays.
  3. Do you accept purchase orders?

    We will accept purchase orders from government organizations, school districts, colleges and universities, and other large public organizations at our discretion. Please contact us at 877-781-2967 for more information.
  4. Do you sell samples?

    Many items on OnlineFabricStore.net can be ordered as a 4" x 4" sample for $1.50, with the exception of Robert Allen, Robert Allen @ Home, Beacon Hill, and Ultrafabrics® samples, which are $3.50 each.

    On any product page, simply click the "Order Sample" button, and one sample will be added to your cart.
  5. Can I track my sample order?

    Unfortunately, because we ship samples through United States Postal Service, they cannot be tracked.
  6. Do I need to return samples to Robert Allen?

    No, all samples purchased on OnlineFabricStore.net are yours to keep.

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Payment

  1. When do you charge my credit card?

    OnlineFabricStore.net preauthorizes your card at the time of order to confirm fund availability. At the time of shipment, charges will be finalized, and the money will be drafted from your account.
  2. For international orders, who pays brokerage fees and duties?

    All duties are the responsibility of the customer. Brokerage fees will be charged for items shipped UPS. There are no brokerage fees for items shipped USPS.

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Fabric

  1. Your prices are much lower than other websites and stores. Are you selling seconds?

    All products are first quality.
  2. Why doesn't the color of the (Brand Name) fabric that I just purchased match the exact same (Brand Name) fabric that I already own?

    Slight color variations from roll to roll—regardless of the mill—are commonplace in the textile industry, and occur at the origin of manufacture. If your project requires an exact color match, you'll want your fabric to come from the same roll or from a single order.
  3. How many yards of fabric do I need to make drapes?

    Please use our Yardage Calculator to get an estimate.
  4. Will my fabric come in one continuous piece?

    Many of our product pages will display a “Max Continuous Yardage.” The Max Continuous Yardage amount is the average continuous piece size that comes on a given fabric roll or bolt. Due to occasional variations on what we receive from mills, we cannot always guarantee that a roll will be seamless or in one piece. Based on average mill continuous yardages, we consider 15 continuous yards to be a full piece. Orders exceeding 15 yards may be filled in pieces or with seams after the 15 yards has been met. We always strive to fill orders with the largest piece available. If at least one full 15 yard piece is not available, a member of our customer service team will contact you via phone or email prior to your order being processed.

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Policies

  1. Where can I find your terms & conditions?

    Visit our full set of Terms & Conditions.
  2. Will my personal information be secure when shopping on this site?

    Yes. Please review our Privacy Policy for details regarding the security of this site and our policies concerning the privacy of your personal information.

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