Customer Service

Ordering

How do I place an order online?

Ordering is easy, convenient, and insures your order is shipped quickly! Simply select your favorite items, add them to your shopping cart and click "check out" for your order total.

Can I place orders by phone?

Our customer service operators are available Monday-Friday 9AM-6PM EST and Saturaday 9AM-4PM EST to answer your questions about a product or order. Call us toll-free at 1-800-252-5223. There is a $5 charge for orders placed via phone.

Do you offer Next Day or Second Day Air Service?

Yes, we can ship your order  via UPS Next Day Air or Second Day Air for orders shipping to Contiguous US addresses.

NEXT DAY AIR: Rates start at $42.95 and up. Next Day Air is guaranteed to be delivered by the end of the next business day. Example: Order on Monday before 11am EST, your order leaves our warehouse Monday and will arrive to you before the end of the business day on Tuesday.
2ND DAY AIR: rates start at $38.95 and up. 2nd Day Air is guaranteed by the end of the second business day. Example 2nd Day Air: Order on Monday before 11am EST, your order leaves our warehouse Monday and will arrive to you before the end of the business day on Wednesday.
NEXT DAY: and 2nd Day SHIPPING CHARGES: Rates shown are minimum expedited shipping charges. We will add additional shipping if actual UPS shipping charge on your order are above shown amount. Rates will be based on the weight, size (dimensional weight) and final destination of your package. Final shipping charges will be determined at the time your order is weighed, measured and ready to leave our warehouse. By selecting Next Day Air or 2nd Day Air Shipping options you agree to any and all shipping charges that will be incurred.

What is dimensional shipping?

DIMENSIONAL WEIGHT: It is possible that because items in your order may have a large size-to-weight ratio, UPS charges may be based on dimensional weight instead of actual weight of items. Dimensional weight considers density, which is the amount of space a package occupies in relation to its actual weight, this determines the billable weight. Certain items may be light weight but will billed by UPS at a higher rate because of their size.

What are your payment options?

Methods of payment:
Orders can be placed online using-

 If you'd like to pay by check or money order, your order must be sent by mail.  
You may print an order form and send with your check or money order to:

Ordering Processing/Check Order
Factory Direct Craft Supply, Inc.
315 Conover Dr, Franklin,Ohio 45005

Do you charge sales tax?

Sales tax will only be assessed for orders that are shipped within the state of Ohio (6.5%). Customers with Ohio vendors licenses, please add your Ohio vendors license info in the "Comments" Section at the bottom of the order form where you submit your other personal information to complete your order. We will manually remove the sales tax when processing these orders. The confirmation you receive will not show the removal of the sales tax.

Do you have a minimum-order requirement?

Yes, we have a minimum order of $20.

Do you offer samples?

We do not offer samples. However, most items have low minimum order quantities required.

Order Tracking & Updates

How do I check the status of my order?

Will I get an email confirmation after I place my order?

Yes, you will immediately receive an email confirmation of your order. If you do not receive a confirmation email, check to make sure you provided us with the correct email address. If the address is correct and you have not received an email, check your Spam folder. If you still do not have a confirmation email either email us or phone us at 1-800-252-5223 Mon-Fri 9-6 EST Sat 9-4 EST

Can I make changes or cancel my order?

Please verify your order confirmation immediately upon receipt to verify the details of your order. If you have questions please phone our customer service team at once 1-800-252-5223, Mon-Fri 9-6 EST Sat 9-4 EST. If an order is in processing, no changes or cancellations can be made.

What if my order is undeliverable?

If UPS is unable to deliver your order or has to reroute your order due to an incorrect shipping addresses (wrong house number, wrong zip code, missing apartment #, etc.) caused by your error, the order will be returned to us or UPS may charge a $11.00 charge for rerouting to the correct address. This charge is made by UPS for orders where an address correction has to be made to a package by UPS, after package has shipped and left our warehouse.
All address correction charges will be the responsibility of the customer. This $11.00 fee is charged to us by UPS for incorrect addresses and will be billed to the credit card your order was placed with. If you feel you have been charged this fee in error, please contact us so we may dispute the fee with UPS. The sender is responsible for any reshipping fees charged by UPS to redeliver the package if the order is returned to us.Please, double check all shipping addresses for accuracy. Incorrect addresses may also result in delayed delivery.

Return Guarantee and Exchanges

What is your return and exchange policy?

Items purchased online from FactoryDirectCraft.com web site may be returned directly to our return center for exchange or refund within a 14 day period from the date you receive your order.

FactoryDirectCraft.com online purchases may be returned within 14 days.
To return items, contact us by phone 800-252-5223 (US Orders) or 937-743-5855 (Outside Contiguous US) to obtain a return authorization number you may call Mon-Fri 9-6 EST.
Items should be returned in unopened original condition, with a copy of the packing slip, to our Return Center.
A refund of the price of the item will be issued in the original form of payment used to purchase the item. Please note that this also applies to items received as gifts. If you return a gift, the purchaser will receive a refund in the original form of payment they used to make the purchase.
Shipping costs will not be refunded unless the item is being returned because it is damaged or defective.If you are returning an item because it is damaged or defective, please see our Damaged or Defective Products instructions below.
Certain items are may not be returned. Lace, Books, Mirrors, as is, sale or closeout merchandise, Ebay purchases, partial packages of products, or opened items

Please follow the instructions below when packing and sending your product for return.

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. For example, if you are sending it through the United States Postal Service, please send it via certified mail. We are not responsible for items lost during shipping, and cannot process your return until the item is received back at our return center.
4. All returns should be sent to the following address:

PLEASE TAKE NOTE: The customer is responsible for return shipping. We do not refund shipping charges. No credit is given for lost return packages and nonreturnable items returned to us will not be shipped back to the sender at their expense. We do strongly recommend that you use a shipper with a traceable shipping method when returning items as we cannot be responsible for damaged or lost return packages.

What is your glass and mirror exchange policy?

Claims for Shortages or damaged mirrors or glass must be reported within 3 business days from delivery date. Mirrors or glass being returned for exchange must receive an authorization number from our customer service department within 3 business days from delivery date. Please, call us at 1-800-252-5223 Mon-Fri 9-6 EST Sat 9-4 EST

All exchanged merchandise must be in original packaging. There are no returns on mirrors - EXCHANGE ONLY.

How long before I receive my refund?

Once we receive your package and inspect the items,credit will be issued at once. No returns are processed on weekends. Please, allow adequate time for your banking institution to process the credit.

Do you charge a restocking fee?

In order to receive a RA# for return, you must contact us within 7 days of receipt of order. We will not charge a restocking fee on returns received 14 days from the date you received your order.
Restock Fee will be incurred as follows:

There will be a minimum 25% restocking fee on all returns after 14 days. This fee is waived if the items are exchanged for other merchandise or if you have received incorrect or damaged product(s) because of our error. No returns will be accepted after a 30 day period. If you return items after the 30 day grace period there will be no refund issued and you will have to pay to have items returned to you. No Returns: There are no returns on the following items - Lace, books, mirrors, as is, sale or closeout merchandise, partial packages of products, or opened items.

What if I got my order but items are damaged or there are other issues?

Please inspect all items carefully when you receive your order. If there is any damage, please call our customer service team at 1-800-252-5223 Mon-Fri 9-6 EST Sat 9-4 EST, but no later than 7 days after the package was delivered. Our customer service team will provide you with a return authorization number and return information. Once we receive the item, you will be refunded the price of the item as well as any applicable taxes and shipping costs. Refunds will be issued in the original form of payment used to purchase the item. Please note that in order to receive a refund for the shipping cost of the item you must contact our customer service team before returning the item to us. Keep the original box, packaging materials, as well as any paperwork that came in the box. Carrier 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 UPS/USPS rerouting fees will be deducted from your refund.

Shipping

When will my order ship?

Processing time (pulling and packaging your order). Each order is processed within 1-2 business days. If an item requires shipment from one of our other warehouses delivery time could be up to an additional 7-10 days.

Do you ship to Hawaii, Alaska, FPO, APO, AE, Guam or any US territory?

All S&H charges are nonrefundable.

Does it take longer to receive your APO/FPO and international address orders?

Yes, Because of the time a package may take to clear customs, we are unable to guarantee delivery times on these orders.

Do you ship to Canada and internationally?

We are happy to accept your foreign orders paid by credit card or Paypal. Shipping charges to international addresses are calculated on the dim weight (dimensions and weight) of each package. Shipping charges are not calculated until the items are ready to leave our warehouse and will be charged separately to your credit card. The actual shipping/handling will be charged for each package. Shipping charges shown on your order confirmation are only estimated shipping charges.

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.

How is shipping calculated?

Shipping is calculated during checkout and is based on the method of shipping you choose,the items you selected, and the shipping destination. If your order is International, APO, FPO, AK, HI, or US Territories, if you choose Next Day, Second Day air, or if your order contains glass, mirrors, wax, or glue sticks the shipping amount shown on your order confirmation is an estimated shipping charge. We charge actual shipping for these orders.

What are your US shipping charges?

Exceptions: Actual shipping/handling cost will be charged to ship any Glass item, including mirrors. These items do not fall under our flat rate shipping. The shipping costs for these items shown on your order are only estimated shipping charges. These items are shipped via UPS. We charge the actual UPS shipping rate to ship mirrors, wax, large wood orders, Christmas Trees, and glue sticks.

The above shipping chart applies only to regular ground shipping orders shipped with in the contiguous US (48 states). Orders shipped to Hawaii, Alaska, FPO, APO, AE, Guam, US territories or any International order will pay actual shipping.

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.

FAQ's

Do you have a printed catalog?

We have a printed catalog. You can get one free with your order or you can Click Here to order one directly. Remember our latest, up-to-date, product information may be found online.

How do I get discount coupons or sales notices?

Sign up to receive special discounts and coupon sale offers via email. The only way you can receive notification of these special offers is via email.

How Do I Upgrade My Browser?

If you have any older browser you may not be getting the shopping experience you deserve! Click Here to check out our guide to see if you need to upgrade and how.

Do you have a video walkthrough of your site?

If you have any questions about our site or just want to get more comfortable with our features, check out our video walkthrough! Click Here to take a look.

When is your annual stock up sale?

Our annual stock up sale starts December 17, 2010, and ends January 11, 2011. Mark the date on your calendar for this once a year sale! Annual stock up sale is only available online. Any mail, fax or phone orders will not qualify for any discount.

How do I qualify for wholesale?

Our commitment to our customers is to provide the best possible value at a minimum price. For professional crafter's and retailers, we have a wholesale program. This program gives you an additional discount off our already low, discount prices. In order to have access to the wholesale program,your account must meet the minimum required purchase of $250.00 per order.Orders less than the $250 purchase per order will not receive the additional discount. Wholesale orders will be charged actual shipping FOB Franklin, Ohio.

Methods of payment accepted are Discover, MasterCard, Visa, American Express,and Paypal.

To take part in this program, you must provide us with the following information:

Do you have an affiliated marketing program?

No, we do not have an affiliate program.

What is your contact information for the press?

All press inquiries should be emailed or addressed to the following address: info@FactoryDirectCraft.com

I am a vendor. How do I submit my products for consideration?

We are always looking for unique products and we welcome vendor inquiries. You may mail a sample of your product(s), along with pricing information, and estimated delivery times to:

Attn: Buyer
Factory Direct Craft Supply
315 Conover Dr.
Franklin, OH, U.S.A
45005

Privacy and Security Policy

Are online transactions on your site secure?

We take all steps to protect our customers personal information against loss, misuse, and alteration. We use encryption technology whenever receiving and transferring your personal information on our site. All the information you provide, including your credit card information, is secured using Secure Sockets Layer (SSL) encryption technology. We use SSL technology to prevent your information from being intercepted and read as it is transmitted over the Internet. In addition, our site is tested daily.

Why do you want my email and phone information?

We request your email address so that we can email you an order confirmation. We request your phone number to contact you in case we have any questions regarding your order. Rest assured, we never have and never will rent or sell your contact information to anybody, for any reason.

Privacy & Security Policy

Contact Us

If you have any questions and would like to speak with a customer service representative, you can contact us by:

Phone: Call us anytime during our regular business hours, toll-free at 1-800-252-5223 Mon-Fri 9-6 EST Sat 9-4 EST

Fax: You may fax your order or questions to us 24 hours a day, our fax is 937-743-5500.

E-mail: E-mail us at info@FactoryDirectCraft.com or use our Contact Us form to ask a question, make a suggestion or get any assistance you may need. Most e-mails are answered within 6 hours. Please note that weekend e-mail responses may be delayed.

Mail:

Attn: Customer Service
Factory Direct Craft Supply
315 Conover Dr.
Franklin,OH
45005

Public Warehouse Information:

Where is your warehouse outlet store location?
Our warehouse is open to the public:
Mon-Fri 9-6, Sat 9-4 EST

We are located just off of Interstate 75 at 315 Conover Drive, Franklin,Ohio.
Click Here to see Mapquest

Every effort is made to assure the accuracy and completeness of information. However, due to the nature of our business, we must reserve the right to make adjustments or corrections to due errors, omissions, changing market conditions, product discontinuance or typographical or photographic errors or omissions throughout the catalog and/or website including pricing, shipping and product description information. Prices and items are subject to change without prior notice. Prices on this website and/or catalog supersede any previous catalogs, ads, or website pricing.