Frequently Asked Questions

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: help@onlinefabricstore.com
   • Live Chat

2. Do you have retail locations?

   OFS does not have retail locations.

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Shipping Questions

Please note: We are experiencing longer than expected shipping times due to the COVID-19 pandemic. Read more here

1. How can I get a shipping estimate?

   For orders shipping to the US, enter your zip code on the cart page and click "Estimate" to get a shipping estimate. This is only an estimate and may change when you enter your complete shipping address at checkout.

   For orders shipping outside the US or to a P.O.box, rates will be quoted when you enter your shipping address at checkout. Expedited shipping options are available when checking out.

   Please note: For orders that must be shipped by truck, lift gate, or require other special services, additional shipping charges may apply.

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

   Most orders ship from Massachusetts, USA. Other orders may ship from outside warehouses.

   We use FedEx and USPS (United States Postal Service) for standard shipping. FedEx Ground generally takes 1 to 5 business days and USPS can take 1 to 7 business days.

   FedEx 3 Day Shipping takes 1 to 3 business days. FedEx 2 day shipping takes 1 to 2 business days. FedEx Next Day Shipping takes 1 business day.

   The estimates are not inclusive of the day you place your order and do not include processing time

3. When will my order ship?

   Standard shipping orders require 1 to 3 business days processing time. Orders with expedited shipping will process within 1 business day.

   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.

   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.

4. Do you ship internationally?

   Yes. To view international shipping rates, add the desired items to your cart and proceed to the checkout process. In the Shipping Information section, check the box next to "International Order?".

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

5. 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 $2.50 shipping fee. All other destinations have a $5.00 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).

6. How do you pack the orders?

   Depending on the items and yardage selected, fabric is either shipped on a tube or folded in a box or poly mailer. Certain materials that tend to crease permanently are always put on a tube. Most notions and pillows are boxed. Foam is tight wrapped, so please allow up to 24 hours for the foam to expand to its correct dimensions. Large orders may be shipped on a pallet.

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Return Policy

• What is your return policy?

  Your satisfaction is important to us!

  Any customer who is dissatisfied with a purchase may return the item(s) and receive a refund. All returned items must be uncut and in original, unaltered condition. Returns must be received within 30 days of original ship date. Any claims regarding an order must be made within 30 days of shipment.

  To ensure proper credit of your return, please contact OFS™ Customer Service and we will happily assist you. All returns require a return authorization number that will be provided to you. You will be responsible for the return shipping costs. You may send back the item(s) through a carrier of your choice. Refunds are typically issued 5-7 days after the item(s) are received and processed.

  The following products are ineligible to be returned:

  • Aerosols
  • Clearance Items
  • Fabric and Wallpaper Samples
  • Ralph Lauren Wallpaper
  • All Fabric by ABBEYSHEA, Baker Lifestyle, Beacon Hill, Brunschwig & Fils, Clarke & Clarke, Cole & Son, Fabricut, Gastón y Daniela, GP & J Baker, JF Fabrics, Kravet, Lee Jofa, Lee Jofa Modern, Mitchell, Mulberry, Pindler & Pindler, Ralph Lauren, Robert Allen, Robert Allen @ Home, Threads, Toray, Trend, Ultrafabrics®.

  Please note:

  • Unless we are in error, we do not refund the fee from the selected shipping method included in your order total.
  • Any returned wallpaper must be unopened in its original plastic packaging. Once the packaging has been opened, the wallpaper is no longer eligible for return. A 25% restocking fee will be charged for all returned wallpaper.
  • Items returned to us in non-salable condition will be returned to sender. The customer will be notified via email and no refund will be given. A non-salable condition includes, but is not limited to, items that have been washed, cut, marked, soiled, or wrinkled, or items that have absorbed a strong odor.
  • It is the customer's responsibility to inspect the item(s) of their order upon receipt to ensure any issues can be resolved within the 30 day window.
  • We are not responsible for any fees on finished products. The item(s) should be inspected prior to fabrication.

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Item Availability

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

   You may receive a backorder notice when we can't fill your order because the quantity ordered is greater than the stock we have on hand, or the manufacturer is currently out of stock. We will do our best to fill your order as soon as possible and will notify you once your order has shipped.

2. Why do some products show availability?

   All of our clearance 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 received after 2:30 pm EST will be processed the following 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 email 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 - 5pm EST, Monday through Friday. OnlineFabricStore 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?

   Samples are available for many products on OnlineFabricStore. If a sample is available, you will see an “Add Sample” button near the “Add to Cart” button. If there is no sample button, we do not offer samples for that item. Fabric samples are typically 4” x 4” and wallpaper samples are either 9” x 9” or 8.5” x 11” depending on the pattern repeat.

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 are yours to keep.

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Payment

1. When do you charge my credit card?

   OnlineFabricStore 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/FedEx. 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 “Maximum Continuous Length.” The Maximum Continuous Length is the average roll size. 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. We always strive to fill orders with the largest piece available, but orders exceeding 15 yards may occasionally be filled in more than one piece or with seams after the 15 yards has been met. 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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