Established in 1993, TwillUSA.com is a family-owned business with 40+ years of manufacturing experience. Products displayed on this website are stocking items, and most orders placed online are processed and shipped within 24 hours. Our USA-based Customer Service Representatives are waiting to help you by phone or e-mail. To place an order, please send your order details to Sales@TwillUSA.com with your contact information attached or call (866) 806-9120 for immediate assistance. You may also order or inquire by fax — (812) 926-0192. For Custom Cut Applique or Pre-Cut Letters + Numbers, please include any logos and/or other designs, graphics and images in .ai, .jpeg, .png or .pdf formats.
How Can I Track My Shipment?
If you entered your e-mail address during the checkout process, you will be sent an "Order Confirmation" that includes tracking details when your order is completed. If you do not receive a tracking number for your shipment, please Call or Email our USA-based Customer Service and provide us with your name + order number. Customer Service can be reached toll-free at (866) 806-9120, Monday through Friday, 8:30 AM to 4:30 PM (ET).
How Long Until My Order Ships?
Orders for Roll Goods are usually processed and shipped within 24 hours. For Custom Cut Applique and Pre-Cut Letters + Numbers, we create an artwork proof of the design and confirm the price and quantity via e-mail -- usually within two business days. Production time is approximately 3-5 business days once the artwork proof is approved and signed by the customer.
Does TwillUSA.com Ship To PO Boxes?
We offer "$10.00 Flat-Rate Shipping" on ALL online orders, with the exception of Packs, Sheets and Swatch Kits. Those are shipped USPS at little or no charge. The package(s) must be delivered via UPS or FedEx only to qualify. Orders for "Roll Goods" delivered via USPS will be charged the actual cost of shipping.
Why Was I Charged An Artwork Fee?
We do not charge for minimal artwork modifications. If moderate to extensive modifications are required, artwork fees will be assessed at $10.00 for up to 3 additional proofs. Payment of the $10.00 is required before our USA-based Graphic Artists will make changes to your artwork.
Can Canadians Order From Twill USA?
We do NOT process international payments or ship internationally at this time. However, we can deliver your order to your preferred Exporter, Broker, or Freight Forwarder in the United States.
Can I Change My Order Once Submitted?
Orders are processed quickly, which is why add-ons, deletions, and/or cancellations are not possible. We recommend that customers double-check their orders for accuracy before they are submitted. NOTE: Orders for Custom Cut Applique require a signed artwork proof confirming the approval of the design before production.
What Is The Returns And Exchange Policy?
Please review our Returns & Exchange Policy. In short, we are 100% convinced of the quality of our products. If our products and/or services fail to meet or exceed your expectations, Contact Us within 14 days of delivery for an immediate resolution. Some points to consider:
- Requests for Return Authorization Numbers must be made within 14 days of the invoice date. Returns can only be accepted with a Return Authorization Number issued by a TwillUSA.com employee. RA numbers are valid for 14 days from the date issued. Products returned without a Return Authorization Number will NOT be processed for credit. Depending on the nature of the return, some requests for returns may be charged a 20% restocking fee.
- Damage due to freight carrier mishandling must be brought to the attention of TwillUSA.com immediately. Proper claims will be filed with the shipping carrier, and processed by them. If necessary, products must be returned to TwillUSA.com, in their original condition, within 14 days of the issued invoice.
- Custom or non-stocking items cannot be returned because the items were made specifically for you. These items include all custom designs, items cut from non-stocked colors, odd styles or discontinued fabrics. NOTE: Please review your artwork proof thoroughly. Once your signature is received, indicating that your proof appears correctly, the order will be non-refundable/non-returnable.
- Roll Goods or materials sold by the yard can be returned — damage-free — with a 20% restocking fee within 14 days of purchase. Return shipping is the customer's responsibility.
How Do I Know If My Online Order Was Accepted?
A printer-friendly "Order Confirmation" will display in your web browser upon successful completion of the online ordering process. Next, an e-mail confirmation will be sent to the e-mail address provided during the checkout process (or when you created your user account). Please double-check that your e-mail address was entered correctly to receive order updates, including tracking details.
Who Do I Contact If I Have A Question About My Order?
Please contact our USA-based Customer Service Team by Phone or Email and provide us with your name + order number. Customer Service can be reached toll-free at (866) 806-9120, Monday through Friday, 8:30 AM to 4:30 PM (ET).
I Am Unable To Add Products To The Cart. What Should I Do?
Can I Place My Order With A Customer Service Representative?
If you prefer to place your order with a USA-based Customer Service Representative, we can be reached toll-free at (866) 806-9120, Monday through Friday, 8:30 AM to 4:30 PM (ET).
I Want To Place An Order, But I Need It Shipped Outside of the United States. Can You Help Me?
For orders that need to be shipped outside of the United States, including APO/FPOs, please contact our USA-based Customer Service Team at (866) 806-9120, Monday through Friday, 8:30 AM to 4:30 PM (ET).
I’m Afraid To Use My Debit/Credit Card For Online Purchases. Is TwillUSA.com A Secure Website?
Secure online ordering is available 24 hours a day, 7 days a week. TwillUSA.com uses a secure server (HTTPS/2). We have a valid SSL ("Secure Sockets Layer") Certificate installed, ensuring that all information sent to TwillUSA.com during the checkout process is protected using 2048-bit encryption. Simply create an account using your e-mail address to get started.