Frequently Asked Questions

Need expert advice about the products we sell? First check our Helpful Articles. Our team of experts have spent countless hours writing articles for many of the products we offer. You will find comprehensive answers to your questions along with the product links needed.

If the answer to your question is not there, please see some of the most frequently asked questions below. Our staff is also available to answer any questions. The fastest and easiest way to do this is through email by submitting your question to info@DirectTextileStore.com.

Shipping Questions

How Fast Will I Receive My Order? The time to ship can be seen on most product pages and will vary by product. Many of the products also show which warehouse stock the items indicating the shipping location and transit time to your location. Orders typically ship in 1-3 business days depending on the size of the order and the products ordered. After your order is shipped, you will receive an email notification with the tracking information. Simply click on the link for your order arrival information. Or you can login to your account and view the status of your order along with the tracking information.

Typical delivery times in the continental US range from 1-5 days via UPS or Freight. Please see our UPS Transit Times to determine the time it takes to ship to your address. To improve delivery time, items in your order will ship to your delivery address from our closest warehouse with the available items in stock.
Not all items are stocked in the same warehouses, so you may get multiple tracking numbers if you order several items.
If you need exact delivery dates for your potential order or expedited shipping, please create and account and add all the items to your cart. Then email us or give us a call and we will be able to see the items in your order and determine exact delivery times and any expedited shipping rates if requested.

From What Location Will My Order Ship? Many product pages show the warehouse from which the items will ship. Since we have several warehouses across the US, your order will ship from the closest warehouse that stocks that item. With over 30,000 items, not all items are stocked in each warehouse Once you place your order, you will receive detailed tracking information and arrival information. Please see our UPS Transit Times to determine the time it takes to ship to your address.

DIrect Textile Warehouse Locations

Here is a list of our current warehouses:

Atlanta
Chicago
Houston
Los Angeles
Nashville
New Jersey
New York
North Carolina
Orlando

Do You Ship Outside of the US? We only ship to the US and Canada.

Shipping to Canada: Shipping costs are calculated with UPS Standard charges. The calculated shipping charge you see in the checkout when shipping to Canada does not include duties or brokerage fees, and you will be responsible for those charges when it arrives.

All Other Countries: Items can be purchased and shipped outside the US through the use of a freight forwarder. Items will be shipped through our designated carriers to the US freight forwarding company of your choice. After you pre-arrange a freight forwarding company, they will provide the necessary documents for export, charge you for the freight to the final destination, and provide you with a US shipping address. We will ship your order to the US freight forwarder as you indicate on the orders' shipping address. NOTE: We do not offer customer pickup for international shipments. Our carriers must ship to your designated US freight forwarder.

What is the Cost of Shipping My Order? Just add the items you would like to purchase to the cart and then fill in your information including your shipping address. Shipping costs are calculated by the weight of the order and the destination and will appear on the checkout page. Orders are shipped via UPS ground rates or freight. If you would like to choose a different shipping or use your own shipping account, please contact our customer service department. Note: For select items that SHIP for FREE, please visit our FREE SHIPPING ITEMS Category.

Why Does the Cost of Shipping on My Order Seem High? Shipping costs are determined by weight and by distance from the warehouse to your location. If you are ordering multiple products from different product pages, the cost of shipping via UPS could be quite high relative to the product cost. The reason is that all products do not always all ship from the same warehouse. In most cases, it costs the same to send a “Pack of (12) Pieces” as it does to send 1 sample. Or try to choose products from the same product page, or the same manufacturer to reduce the cost of shipping. The more you order, the lower the relative shipping costs since bulk orders will ship via freight. You can always give us a call and we can help to reduce your shipping costs if at all possible. 800-615-5822

Do You Offer Overnight Shipping? This is not typically offered since the cost is about 3-4 times that of regular ground shipping. If you need exact delivery dates for your potential order or expedited shipping, please create and account with your shipping address and add all the items to your cart. Then email us or give us a call and we will be able to see the items in your order and determine exact delivery times and any expedited shipping rates if requested.

Ordering Questions

How Do I Determine the Price and the Quantity of the Products I Want to Purchase? If you are using a mobile device, please see this link: Mobile Display for Direct Textile. Products in each collection are priced based on the “Choose Pack Size” you select. Pack size starts by the Case. Some items are also available for purchase in “Packs of (12) Pieces”, or as a “Sample (1) Piece”. The unit price will change depending on the pack size you choose. The lowest possible unit price is by the case. All purchase prices are shown in your cart depending on the pack size you choose on the product’s page. Note: Purchasing by the case will always give you the lowest unit price.

Can I Get a Sample of One of Your Items? Yes, you may buy samples of most items. If a sample is available for a particular product, you will see “Sample” listed in the drop down under Choose Pack Size . Not all items and sizes are available for samples. For example, if you want a sample from a bed sheet collection, you would need to order a sample of a pillow case. This will be a good indicator of style, feel, and quality of the sheets in that collection. If you want a sample of any table linen, a sample will be available of the equivalent napkins. Most products have one or more items that can be ordered as samples. Should you buy in bulk, we will refund you the cost of the sample when you purchase the item in case packs of 12 or more.

To Order a Sample: Please create an account online with your billing address, shipping address, and contact information. On the product line you will see a Choose Pack Size drop down. If a sample is available of that product you may choose “Sample (1) Piece”, then add it to your shopping cart and proceed to checkout. Note: Limit of 1 sample may be ordered for any particular product grouping. If you want more than one, then you should choose the pack size of “Packs of (12) Pieces“. Should you buy in bulk, we will refund you the cost of the sample when you purchase the item in case packs of 12 or more.

Can I Buy Less than Case Quantities? For the lowest price, we currently offer products in case/bale quantities. However, some items you are able to purchase in “Packs of (12) Pieces“. Just choose this option on the product page and add to your cart. Not all items may be purchased in “Packs of (12) Pieces“. If this choice is not visible for the product you are selecting, then it is available by the case only. The number of pieces in each case varies and is listed next to each product. (Example: Case (300) means that there are 300 pieces in case.) Please Note: Broken case orders, Packs of (12) Pieces and samples may not be returned.

Do You Only Sell to Businesses? We sell to individuals and companies. Since we sell at wholesale prices please refer to the case quantities listed next to each item in the CHOOSE PACK SIZE drop down. Some items are sold less than cases, by the piece, or in packs of 12. But it varies by product and manufacturer. You can always filter our offerings by selecting Packs of 12 under the "Available" filter on the left hand column of any category page from the main menus.

I Received an AVS Gateway Error During Checkout - What Does This Mean? This means that your billing address you entered does not match the billing address on file. Please update the billing address you entered by going to your account's your address book and editing the billing address.The billing address must match your credit card's billing address.

Account Questions

How Do I Create an Account? Simply click on the MY ACCOUNT link and click on "CONTINUE" and fill out the information for your account including name, company name (if applicable), email address, telephone and billing and/or shipping address. You will then be able to purchase items via credit card, PayPal or PO/Check. If you would like a sales tax exempt account, please email us your tax id by replying to the account confirmation email that is sent to you and attaching it to the email.

What Payment Options Do You Offer? We accept all major forms of Debit and Credit Cards including Visa, Mastercard, American Express, Discover and PayPal. We accept physical checks and you may checkout using the Purchase Order/Check option.

Once you place your order using the "Check/Purchase Order"" option , you will be emailed an order confirmation and instructions of how to pay with check. Please Note: We do not offer terms. So checking out using the Purchase Order/Check option you will need to send in the check before your order is shipped.

Do You Offer Terms? We do not offer terms. We only accept online orders via American Express, Discover, Mastercard, Visa, Paypal or Check. You may also call us to place your order at 800-615-5822. Your order will ship once payment is received and processed.

Can My Company Order with a Purchase Order? You may order with a purchase order by selecting the payment type during checkout "Check / Purchase Order". You will receive a confirmation of your order along with a pdf invoice with instructions of where to send the payment. Please note that we do not offer terms. Your order will remain in "Awaiting Payment" status and will ship after payment is received and processed.

Do You Charge Sales Tax? We are not required to collect sales and use tax on deliveries throughout the US except in Florida and California. Any order shipped to Florida will be charged sales tax of 7.5%.Orders shipping to Califorinia will be charged 7.25%. You may be responsible for payment of tax in your state if otherwise required. For Sales Tax Exemption, please see below.

For Sales Tax Exemption - Resellers | Government Agency | Etc.: After you have created an account, please reply to the account email confirmation and attach a copy of your Sales Tax Certificate. Please note: We must receive a copy of the Sales Tax Certificate. The number alone will not be sufficient. Once this is received, we will mark your account as tax exempt and you will not be charged sales tax on any of your orders. You are then responsible for collecting and paying the appropriate sales tax.

Product Questions

How Do I Find the Pricing of Your Products? Prices are show on each product page. If you are using a mobile device, please turn your device horizontally to see the product table and prices. For more information please see this link: Mobile Display for Direct Textile

How Do I Know if You Have the Products You Have Listed are in Stock? From time to time we do sell out of certain products. Known out of stock products are listed and will display: “Out of Stock” or will display the available date next to the SKU# and description. You can still place an order for these products, but they will be on back order and not ship until the date displayed next to the SKU# and description. Once you place your order, you will see the expected ship date net to the SKU# and description on your order confirmation.

Where Are Your Products Made? Our products are made all over the world. Some of our products and fabrics are US made. If you have a question about the origin of a particular product, please send us an email with the SKU# and we will provide you the country of origin if it is not already listed on the product page.

Are Your Product’s Sizes and Weights Measured in Inches or Centimeters, Kilograms or Pounds? Our products are measured using the imperial system in inches and in pounds unless otherwise stated on the product page. Some products fabric weight is measured in GSM vs pounds per dozen, but this will be indicated on the product’s page.

Do you offer Silk Screening or Embroidery? We currently do not offer this service. We are happy to ship any items to your local embroiderer or silk screener.

My Order:

How Can I Place an Order? We only accept online orders via American Express, Discover, Mastercard, Visa and Paypal. You may also call us to place your order at 800-615-5822.

How Do I View the Status of My Order? You should be receiving email updates for your order that are sent to the email address that was provided when you created your account. Please login to your account to view the status. If you don't have your password, you can request a new password on the link above.

How Do I Know That You Received My Order? Upon completion of your order you will receive an email confirmation of your order along with an order number. If for any reason any of the information is incorrect please contact us immediately by replying to your emailed order confirmation so we can make the necessary changes.

When Will My Order Ship? The time to ship can be seen on most product pages and may vary by product. Many of the products also show which warehouse stock the items indicating the shipping location and transit time to your location. Orders typically ship in 1-3 business days depending on the size of the order and the products ordered. After your order is shipped, you will receive an email notification with the tracking information. Simply click on the link for your order arrival information. Or you can login to your account and view the status of your order along with the tracking information.

How Do I Know When My Order Has Shipped? As soon as any part of your order ships we will send you an email confirmation with the tracking number(s) next to the items that you have purchased. Please note that you may receive multiple tracking numbers if items are shipping from different warehouses.The tracking link may not be updated by the carrier until later in the day after the carrier has collected the package from our warehouse. You may also login to your account at anytime to view the status and tracking information.

How Do I Track My Order? As soon as your order ships we will send you an email confirmation with the tracking number(s) and a link to the status by the carrier. Or you can Login to your account and click on the tracking number. That will take you to the carrier's website where you can track your order shipment.

How Do I Cancel My Order? We are committed to shipping your order as quickly as possible. In the event that you wish to cancel this order, please reply to your emailed order confirmation and request the cancellation of the entire order or items on the order. Or please email us at Info@DirectTextileStore.com to find out if your order shipped and to request cancellation of your order. Most orders are shipped within a few hours after being placed. If your order has already been shipped, simply refuse the order upon delivery and we will refund any charges to your credit card less the shipping cost.

How Do I Return an Order or Item(s) From My Order? We will accept returns of case quantities within 30 days after the delivery date. Broken case orders (Packs of 12) may not be returned. You are responsible for all return shipping costs. This includes shipping charges incurred by Direct Textile Store for sending items with “free shipping” offers, or promotions for “Free Shipping” orders. Returns are subject to a 15% restocking fee. This does not apply to a manufacturer defect or any error in your order. Please see our Return Policy so that we can process the request for your return. Please Note: Used, or washed products may not be returned. Please follow all return procedures and be sure to ship your return to the correct warehouse location.

Do You Offer Exchanges for a Different Size or Color? Yes. You would need to request an Return Authorization for the item(s) and then place a new order for the desired items. Please see how to request the Return Authorization here: Return Policy. Please Note: Used, or washed products may not be returned. Please follow all return procedures and be sure to ship your return to the correct warehouse location.

I Received an Incorrect Item or Defective Product, How Do I Get This Corrected? Please email us images of the damaged products so a replacement shipment will be sent out as soon as possible. Info@DirectTextileStore.com. Please be sure to include your Order Number. You may also text the images to: 813-609-5055. We will then determine the error and will confirm back to you as soon as possible. You will receive new tracking information for the replacement shipment as soon as it is available.

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