What are your shipping rates within the contiguous US:
Exceptions: Actual shipping/handling cost will be charged to ship orders with a total weight exceeding 15 pounds, orders weighing more than 15 pounds do not fall under our flatrate shipping.
International orders pay actual shipping.
Do you offer Next Day or Second Day Air Service?
Yes, we can ship your order via Next Day Air or Second Day Air to Contiguous US addresses.
Next Day Air is guaranteed to be delivered by the end of the next business day. Example: Order on Monday before 11am ET, your order leaves our warehouse Monday and will arrive to you before the end of the business day on Tuesday. Orders placed on Friday will not be delivered until Monday.
2nd Day Air is guaranteed by the end of the second business day. Example 2nd Day Air: Order on Monday before 11am ET, your order leaves our warehouse Monday and will arrive to you before the end of the business day on Wednesday. Orders placed on Thursday will not be delivered until Monday.
Next Day and 2nd Day shipping rates are calculated upon your order . Rates are based on the weight, size (dimensional weight) and final destination of your package.
Do you ship to Canada and internationally?
Yes, actual shipping is charged to all international addresses and is calculated on the dimensions and weight of each package. Final shipping charges are not calculated until the items are ready to leave our warehouse and will be charged separately to your credit card at that time. Charge shown on your order upon checkout is estimated shipping and does not reflect the final shipping charge.
Will I be charged additional customs, duties, or taxes?
Orders that are shipped to countries outside of the US may be subject to import taxes, customs duties and fees levied by the destination country ("Import Fees"). The recipient of an international shipment may be subject to such import fees, which are levied once a shipment reaches your country.
Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.
Will the items on my order be shipped together or separately?
In order to offer our customers the widest and most unique selection, some items may ship separately. You will not be billed for each shipment only one shipping charge will be added.
What is your return policy?
At Factory Direct Craft, we have a 100% satisfaction guarantee. If, within 30 days, you are dissatisfied for any reason, you may return your purchase for a full refund of the merchandise value.
We cannot accept returns on books, mirrors, sale/closeout merchandise, partial packages or used products. All products must be returned with original labels affixed. Refunds will exclude shipping and handling fees.
You may return merchandise through the mail for a refund. For detailed procedures for returning items, please contact Customer Service at 1-800-252-5223 (US Orders) or 937-743-5855 (Outside Contiguous US), Monday through Friday, 9:00 am - 5:00 pm (ET). If you prefer, you may email us by using our Contact Us Form here.
To Return Items:
1. Send the item in its original packaging.
2. Pack the item carefully so that it will not be damaged during the return shipping process. Include a copy of your invoice.
3. Use a secure shipping method to send the item so that it can be tracked. We are not responsible for items lost during shipping, and cannot process your return until the item is received back at our return center.
All returns should be sent to the following address:
Factory Direct Craft
Attn: Return Center
901 Pleasant Valley Dr
Springboro, Ohio 45066
NOTE: The customer is responsible for return shipping. We do not refund shipping charges.
What if I got my order but items are damaged?
If there is any damage, please call our customer service team at 1-800-252-5223 Monday through Friday 9:00 am - 5:00 pm ET. To receive a refund for the shipping cost of the item you must contact our customer service team before returning the item. Keep the original box, packaging materials, as well as any paperwork that came in the box. Carriers sometimes require the return of the box.
What if I refuse my package?
Once an order has shipped, it cannot be canceled. Refusing an order will fall under our standard return policy. You are responsible for round trip shipping costs and any rerouting fees will be deducted from your refund.
Order Tracking & Updates
How do I check the status of my order?
Once your order has shipped you will receive an email with your tracking information. Your email will provide you with a tracking number and method of shipment either UPS (United Parcel Service) or USPS (United States Postal Service) You may go directly to the UPS or USPS web sites and track your package with the tracking number you received.
What are your payment options?
Mastercard, Visa, Amex, Discover, and Paypal
Can I pay by check or money order?
You may print an order form (after adding items to your cart) and send with your check or money order to (check orders held for 14 business days):
Factory Direct Craft Supply, Inc.
901 Pleasant Valley Dr
Springboro, Ohio 45066
How do I get discount coupons or sale notifications?
Simple, just register your email for discount coupons and sales info.
When is your annual stock up sale?
Our annual stock up sale starts December 25, 2013, and ends January 13, 2014. Mark the date on your calendar for this once a year sale!
Do you have a wholesale program?
Yes we do!
Click Here for additional wholesale information.
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