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Frequently Asked Questions

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Shopping


Do you offer a print catalog?
Unfortunately, due to our ever changing product selection and inventory we are not able to offer a printed catalog at this time.
Do you have a store location?
We currently do not have a walk in location, our online store is here 24/7. Our customer service is available Monday through Friday, 9:00 am - 5:00 pm (ET), to answer any questions by phone, email, or live chat. Please Click Here to go to our contact page.
Can I order by telephone?
You can place an order by telephone by calling 1.800.252.5223, Monday through Friday, 9:00 am - 5:00 pm (ET). Orders may also be placed by fax at 1.888.731.6210.
What forms of payment are accepted for online purchases?
We accept the Visa, Mastercard, American Express and Discover Network. You may also pay via Paypal or Pay By Amazon.
Can I pay by check or money order?
Yes. After adding all your items to your cart, please Click Here to print out your order form. Please be sure to check that the products were added to your form before mailing.

Make payable to:

Factory Direct Craft
Attn: Ordering Processing
901 Pleasant Valley Dr
Springboro, Ohio 45066

Please note that personal checks may be held for 10-14 business days.
How can I find out the status of an order placed online?
Your order becomes available for online status-tracking 24 hours after it is placed. You can track your order status online by visiting the "Order Tracking" page. You'll need your order number and shipping ZIP code to use this service.

If you have an account with us (didn't checkout as a guest), you can go to your Order History to view all previous orders. If you checked out as a guest, please use the "Order Tracking" page mentioned above.


Alternatively, you can call 1.800.252.5223, Monday through Friday, 9:00 am - 5:00 pm (ET) and ask us to check your order status.
Can I save items in my shopping cart for purchase at a later date?
Yes. Items placed in your shopping cart and not purchased immediately will remain there for 30 days. Your saved shopping cart is accessible only via the computer that created it, unless you log into your Factory Direct Craft account before adding items to your cart. If you add items to your cart while you are logged into your account, you can access your saved shopping cart by logging back into your account on any computer or mobile device.
In order to add items to my saved shopping cart, do I need to sign in?
If you are using the same computer, you will not have to sign in. However, in order to access a saved cart from a different computer, you will need to log into your FDC account before you add items to the cart, and then log back into your account when you return to see your saved items.
How do I redeem my eGift Card online?
It's easy! Make your selections and proceed to Checkout as usual. On the Payment page, check the "Use Coupon Code/Gift Card" box and enter your eGift Card Number. Then click "Continue with Checkout" button.

Please note: eGift Cards cannot be used in combination with any coupon offers. If there is a remaining balance after the eGift Card funds are applied to an order, you must use another payment method for the difference.

Returns


What is FDC’s 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. All products must be returned with original labels affixed. Please inspect your purchase immediately and notify us of any damaged, incomplete, or inaccurate shipments.

Refunds:

Delivery fees are non-refundable, except in cases of a shipping error and prior purchases are not eligible for price adjustments. Returns with an eGift receipt, check, or money order will be refunded in the form of a Merchandise Credit. Returns with the original receipt will be refunded in the original form of payment.

You may return merchandise through the mail for a refund. For detailed procedures for a return, 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.

For your convenience you can also Process Your Return Online. At the end of this process you will be able to print a convenient, pre-paid USPS shipping label to bring to a USPS drop-off location. When using our pre-paid return label, your return will be subject to a $6.95 fee. This amount will be deducted from your return refund and will be reflected on your original method of payment. Should you choose to make arrangements with your own shipping carrier, please note return shipping expenses are not refundable.

For international returns, please contact us at customerservice@factorydirectcraft.com or 1.800.252.5223.

Items non-eligible for returns or exchanges:

  • Books
  • Mirrors
  • Final sale items/closeout merchandise
  • Partial packages
  • Items damaged through normal wear and tear

Return Process:

1. Send your item(s) in its original packaging.
2. Pack your item(s) carefully so that there will be no damage during the return process. Please include a copy of your original invoice.
3. Use a secure shipping method so that your package 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

General Customer Service:  1.800.252.5223

Fax: 1.888.731.6210

Email: customerservice@factorydirectcraft.com
What if I received 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. 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.

Shipping and Processing


Do you offer free shipping?
We offer free standard shipping on domestic orders of $50 and over within the contiguous 48 United States of America, along with Hawaii and Alaska. Orders must total $50 or more before discounts and promo codes are applied to qualify for free shipping.

We offer a flat rate shipping of $6.95 for standard shipments under $50 anywhere in the U.S.
What shipping options are available?
We offer three types of shipping options: Standard, 2nd Day and Next Day Air.

Standard Delivery

Most purchases shipped from our warehouses will arrive within 2-6 business days. If there is a delay, we will notify you by phone or email. Some items sent directly from our other warehouses may take longer, and items ordered together may not arrive in the same box. Items shipped to Alaska, Hawaii and US Territories are delivered at our regular shipping and processing fees.

2nd Day and Next Day Air Delivery

2nd Day Air, if we receive your order by 11 am ET Monday through Friday, you'll receive your order the second business day after the order ships; orders placed Friday after 11 am through Sunday will not ship until Monday and would be delivered on Wednesday.

Next Day Air, if we receive your order by 11 am ET Monday through Friday, you'll receive your order the next business day; orders placed Friday after 11 am through Sunday will arrive on Tuesday.

Please note: Rush delivery services are not available for P.O. boxes or aerosol products. For questions, please call 1.800.252.5223, Monday through Friday 9:00 am - 5:00 pm ET.
Do you collect any taxes?
We will add all applicable taxes to items shipped to Colorado, Connecticut, Florida, Kansas, Kentucky, Louisiana, Massachusetts, Minnesota, New Jersey, Ohio, Pennsylvania, Tennessee, Texas, Vermont, Washington, Wisconsin.

If you reside in the USA and are a tax exempt entity, you can request tax exemption when creating an account. To be exempt you will need to upload a valid proof of exemption document for our records. If you already have an account with us you can login and click here to apply for exemption.
Can orders be shipped to a P.O. Box?
Yes, items can be shipped to a P.O. box. However, we regret that rush orders (2nd Day and Next Day Air) cannot be sent to a P.O. box; please call 1.800.252.5225, Monday through Friday 9:00 am - 5:00 pm ET for more information.
Can orders be shipped to foreign countries?
Yes. Factory Direct Craft offers convenient shipping to over 180 countries For a list of available shipping countries and shopping currencies, click here.

What to expect at checkout:

If you're visiting our site from a country other than the U.S., your country's currency should be selected automatically for you. You can also click on the flag icon in the upper right-hand corner of our site to select a different currency. This is simply for your convenience, and final totals are still charged in USD. Conversion rates are updated every 24 hours, so there may be slight variations from the total you see and the total you're charged, depending on how the exchange rates vary within the time of the order being placed and your bank actually charging you.

Please note that even though we offer this currency conversion feature, all orders are shipped from the U.S.
What is the delivery time to Alaska, Hawaii and the U.S. Territories?
Orders shipped to Alaska, Hawaii, and the U.S. Territories fall under our standard shipping policies.
How are items that are shipped to U.S. Territories delivered?
Items shipped to U.S. Territories, APO or FPO addresses are delivered by USPS or UPS at our regular shipping and processing fees. Please note: Rush delivery services are not available for aerosol products.

International


Can my order be delivered internationally?
Yes. We are pleased to provide a convenient international shopping experience for customers in 180 foreign countries. We present product prices in the international currency of our customer's choice.

For a list of available shipping countries and shopping currencies, please Click Here.
What countries can I ship to?
Countries:

Africa: Angola, Benin, Burkina Faso, Burundi, Cameroon, Cape Verde, Comoros, Djibouti, Equatorial Guinea, Eritrea, Gabon, Gambia, Guinea, Guinea-Bissau, Lesotho, Libyan Arab Jamahiriya, Madagascar, Malawi, Mali, Mauritania, Mauritius, Mayotte, Morocco, Mozambique, Namibia, Nicaragua, Reunion, Sao Tome and Principe, Senegal, Seychelles, Sierra Leone, Somalia, South Africa, Sudan, Swaziland, Tanzania, United Republic of, Togo, Tunisia, Western Sahara, Zaire, Zambia, and Zimbabwe.

Americas: Anguilla, Antigua & Barbuda, Argentina, Aruba, Bahamas, Barbados, Belize, Bermuda, Brazil, Canada, Cayman Islands, Chile, Costa Rica, Dominica, Dominican Republic, Ecuador, El Salvador, Falkland Islands (Malvinas), French Guinea, Greenland, Grenada, Guadeloupe, Guatemala, Guyana, Haiti, Honduras, Jamaica, Martinique, Mexico, Montserrat, Netherlands Antilles, Panama, Paraguay, Peru, St. Kitts & Nevis, St. Lucia, Saint Vincent and Grenadines, South Georgia and Islands, St. Helena, St. Pierre and Miquelon, Suriname, Trinidad & Tobago, Turks & Caicos Islands, United States, and Uruguay.

Asia–Pacific: Afghanistan, American Samoa, Australia, Bangladesh, Bhutan, British Indian Ocean Territory, Brunei Darussalam, China, Christmas Island, Cook Islands, East Timor, Fiji, French Polynesia, Hong Kong, India, Indonesia, Japan, Kiribati, Korea, Democratic Republic of, Republic of Korea, Lao Democratic Republic, Macau, Maldives, Marshall Islands, Micronesia, Federated States of, Mongolia, Myanmar, Nepal, New Caledonia, New Zealand, Niue, Norfolk Island, Pakistan, Palau, Papua New Guinea, Pitcairn, Philippines, Samoa, Saudi Arabia, Singapore, Solomon Islands, Sri Lanka, Taiwan, Thailand, Tokelau, Tonga, Tuvalu, Vanuatu, Vietnam, and Wallis & Futuna Islands.

Europe: Andorra, Austria, Belgium, Bouvet Island, Cyprus, Denmark, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Guernsey, Iceland, Ireland, Italy, Liechtenstein, Luxembourg, Monaco, Netherlands, Norway, Poland, Portugal, San Marino, Spain, Svalbard and Jan Mayen Islands, Sweden, Switzerland, United Kingdom and Vatican City State (Holy See).

Middle East: Bahrain, Iran (Islamic Republic of), Iraq, Israel, Jordan, Kuwait, Oman, Qatar, Syrian Arab Republic, and United Arab Emirates.

If you do not see your country listed, we regret that we are unable to ship to that destination at this time.
How will I know how much my order will cost?
After you've added items to your cart and clicked on the checkout button, an order total in your preferred currency will be calculated and displayed — including all shipping costs from our warehouse(s) in the U.S. to your selected international destination. Any applicable duties and taxes imposed by the customs and revenue authorities in the destination country are excluded.
What are my international shipping options?
You will be quoted a specific delivery estimate during checkout based on your selected destination country and the shipping methods available for the items in your shopping cart. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.
How much does international shipping cost?
International shipping is calculated using factors including the dimensions and weight of the package along with the final destination. You will be quoted specific shipping costs during the checkout process.
How much duty and taxes are charged on international orders?
Duty (or customs tariffs) is set by the destination country's customs authorities and is based on a combination of the country of origin or manufacturing of the goods being purchased, and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries Factory Direct Craft supports. Value Added Tax (VAT) rates are set by the destination country. Any applicable duties and taxes imposed by the customs and revenue authorities in the destination country are the responsibility of the customer once the order has been shipped.
Are there any additional costs that will be due upon receipt of my order?
Orders that are shipped to countries outside of the U.S. may be subject to import taxes, customs duties and fees levied by the destination country ("Import Fees, VAT taxes and/or similar 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 may be required and if so is the customer’s responsibility to pay. Since customs policies and charges vary from country to country, we're unable to provide an estimate on request. If you have any questions about customs, please contact your local customs office for further information. Our delivery estimates are also calculated with these in mind, however, additional delays due to customs may extend the actual delivery beyond the original estimate.
Do you ship to U.S. military addresses (APO/FPO)?
Thank you, on behalf of FDC, for your courage and service to this country! We proudly accept most armed forces addresses, although shipping times may vary. Just follow the regular checkout process and enter your appropriate APO/FPO/DPO address in the shipping section.
Are your electrical products compatible with all electrical outlets?
Our electrical products are UL–Listed and manufactured in compliance with U.S. standards. If you are purchasing a product for use outside of the U.S., use only with the appropriate outlet adaptor and voltage converter for your country. Do not plug into an electrical outlet higher than 110–120V as this could result in fire and/or injury.
What is your return policy for international orders?
If for any reason you are not satisfied with your purchase, please contact us at customerservice@factorydirectcraft.com or 1.800.252.5223, Monday through Friday 9:00 am - 5:00 pm ET and we will provide you with further instructions on the return process. Refund amounts for returned items will be credited to your original form of payment. Delivery fees are non-refundable, except in cases of a shipping error and prior purchases are not eligible for price adjustments.

Security


What is FDC’s privacy policy?
To review the FDC privacy policy, click here.

Our web sites use "cookies." We may also use cookies in emails that you receive from us. A cookie is a small amount of data that is sent to your browser from a web server and stored on your computer's hard drive. Generally, we use cookies to remind us of who you are, tailor our products, services and advertising to suit the personal interests of you and others, estimate our audience size, assist our online merchants to track visits to and sales at our sites and to process your order, track your status in our promotions, contests and sweepstakes, and/or analyze your visiting patterns.

Certain of our Service Providers may use cookies and collect information on our behalf. They are prohibited by our contract with them from sharing that information with anyone other than us or our other Service Providers. In addition, in connection with the services that they provide to us, certain of our Service Providers may work with third parties who may use cookies to collect anonymous information to tailor advertising for you and others elsewhere on the web. These third parties do not have access to any personal information about you. If you would like to opt out of accepting cookies altogether, you can generally set your browser to not accept cookies or to notify you when you are sent a cookie, giving you the chance to decide whether or not to accept it. However, most features of the web site or our services may not work if you delete or disable cookies.
When I submit credit card information online, is it secure?
Factorydirectcraft.com has sophisticated encryption and authentication tools to protect the security of your credit card information, and we will do our best to protect its security on our systems. Specifically, every page in the factorydirectcraft.com ordering process that requests credit card information uses Secure Socket Layer (SSL) encryption, which is designed to render information unreadable should anyone try to intercept it.
What is the credit card verification number (CCV/CVV)?
This number printed on your card provides a safeguard when a purchase is made using your credit card. For Visa, Mastercard and Discover Network, it is the last three digits printed on the back of the card. For American Express, it is the four digits printed above the account number on the front of the card.
Change Your Country
Please select your country, this will change the site to your country's currency:

Note: By changing your country, the pricing will display in the currency of the chosen country. This is simply for your convenience, and final totals are still charged in USD. Conversion rates updated every 24 hours
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