Contact Us

Established in 1993, Twill USA is a family-owned business with more than 25 years of manufacturing experience and a great team of USA-based employees. Our proprietary Heat Press Adhesives are manufactured in-house and paired with Sports Felt and HTV Sports Film, HTV Glitter, HTV Foil, Sports Twill and Metallic Twill and sold in rolls by the yard. Products displayed on this website are stocking items, and most orders are processed and shipped within 24 hours.

Our Customer Service Representatives are waiting to help you by phone or e-mail. To place an order, please send 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 and Numbers, please include any logos and/or other designs, graphics and images in .ai, .jpeg, .png or .pdf formats.

Frequently Asked Questions

Q: How Can I Track My Shipment?

A: If you entered your e-mail address during the checkout process, you will be sent an ‘Order Confirmation’ that includes tracking details automatically when your order ships. If you do not receive a tracking number for your shipment, please call or e-mail our USA-based Customer Service and provide us with your name + order number to get the tracking number. Customer Service can be reached toll-free at (866) 806-9120, Monday through Friday, 8:30 AM–5:00 PM (ET).

Q: How Long Until My Order Ships?

A: Orders for Roll Goods are usually processed and shipped within 24 hours. For Custom Cut Applique and Pre-Cut Letters and Numbers, we create an artwork proof of the design and confirm the price and quantity via e-mail — usually within one business day. Once the proof is approved and signed by the customer, the production time is approximately 3-5 business days.

Q: Does Twill USA Ship To PO Boxes?

A: TwillUSA.com offers “$10.00 Flat-Rate Shipping” on ALL online orders. The package(s) must be delivered via UPS or FedEx only to qualify. Orders delivered via USPS will be charged the actual cost of shipping.

Q: Why Was I Charged An Artwork Fee?

A: We do not charge for minimal artwork modifications. If 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.

Q: Can Canadians Order From Twill USA?

A: We do not process international forms of payment or ship internationally at this time. We can, however, deliver your products to your preferred Exporter, Broker, or Freight Forwarder in the United States.

Q: Can I Change My Order Once Submitted?

A: Orders are processed as quickly as possible, which is why add-ons, deletions, and/or cancellations are not possible. We recommend that all orders are checked for accuracy and completeness before they are submitted. NOTE: Orders for Custom Cut Applique require a signed proof confirming the approval of the design before it’s sent to production.

Q: What Is The Returns And Exchange Policy?

A: 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 30 days of delivery for an immediate resolution. Some points to consider:

  • Requests for Return Authorization Numbers must be made within 30 days of the invoice date. Returns can only be accepted with a Return Authorization Number issued by a Twill USA representative. RA numbers are valid for 30 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 must be brought to the attention of Twill USA immediately. Proper claims will be filed with the shipping carrier, and processed by them. If necessary, products must be returned to Twill USA, in their original condition, no later than 30 days of the issued invoice.The claim will be evaluated and refunded.
  • 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 fabrics. NOTE: Please review your proof thoroughly. Once your signature is received indicating that your proof appears correctly, the order will be non-refundable/non-returnable.
  • Roll goods or yardage can be returned — damage-free — prepaid freight with a 20% restocking fee within 30 days of purchase.

Q: How Do I Know If My Online Order Was Accepted?

A: A printer-friendly ‘Order Confirmation’ will display in your web browser at the conclusion of the online ordering process. Next, an e-mail confirmation will be sent to the e-mail address provided during the ordering process (or when you created your user profile). Please be sure your e-mail address was entered correctly to receive order updates.

Q: Who Do I Contact If I Have A Question About My Order?

A: Please contact our USA-based Customer Service Team by phone or e-mail 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–5:00 PM (ET).

Q: I Am Unable To Add Products To The Cart. What Should I Do?

A: We enhance the user experience through the use of cookies. Cookies are small text files placed on your computer’s web browser that are completely secure and can be only read by the TwillUSA.com website. Please verify that your browser accepts cookies. If you continue to experience problems, please clear your browser’s cookies and cache, then continue shopping.

Q: Can I Place My Order With A Customer Service Representative?

A: 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–5:00 PM (ET).

Q: I Want To Place An Order, But I Need It Shipped Outside of the United States. Can You Help Me?

A: 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–5:00 PM (ET).

Q: I’m Afraid To Use My Debit/Credit Card For Online Purchases. Is TwillUSA.com A Secure Website?

A: Secure online ordering is available 24 hours a day, 7 days a week. Twill USA uses a secure server (HTTPS/2). We have a valid Let’s Encrypt SSL (“Secure Sockets Layer”) Certificate installed, ensuring that all information sent to Twill USA during Checkout is protected using 2048-bit encryption. Simply create an account using your e-mail address to get started.

Our Locations

Twill USA has 2 warehouses for fast delivery. Local pickup is available 8:30a–4:30p (M–F)

Aurora Plant

Specialty Adhesive Film
c/o Twill USA Division
7080 Chartom Circle
Aurora, IN 47001

Phone: (866) 806-9120
Fax: (888) 926-0634

North Las Vegas Plant

Specialty Adhesive Film Co.
c/o TwillUSA Division
1914 Mendenhall Drive
North Las Vegas, NV 89081

Phone: (702) 644-0532
Fax: (702) 644-0530

The Easiest Way To
Buy Heat Transfer
Materials Online

Our Hours:
8:00 AM—5:30 PM
Eastern Time

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