Shipping Policies

CHRISTMAS CLOSURE: Offices will be closed from Thursday, December 24th, until Monday, January 4th, in observance of Christmas & New Years Day. Orders placed online during that period will be processed on Monday, January 4th, at the earliest. Happy Holidays!

UPDATE 11/12/2020: The $10.00 Flat-Rate Shipping promotion applies to ONLINE ORDERS ONLY. Customers who place their order over the phone with Customer Service will be charged the exact cost of shipping their package(s).

UPDATE 4/10/2020: Offices are closed for Good Friday. Orders received on 4/10/2020 will be processed and shipped on Monday, April 13th.

UPDATE 3/23/2020: We are closely following the Center for Disease Control’s (CDC) recommendations on the steps we should take to help prevent the spread of COVID-19. Our distribution centers in Nevada & Indiana are open to ship orders as long as UPS & FedEx remain operational, and we are working as hard as we can to provide our customers the products, services, and support they expect from us.

UPDATE 1/6/2020: Due to recent surcharges by UPS and FedEx for packages that weigh 50+ lbs, orders for more than 40 yards of 51″ width products may be shipped in multiple boxes.

Not all products are available at both warehouses. As such, your order may arrive in separate packages. It is at our discretion from which warehouse the product(s) will be shipped, as well as the method of shipping if the $10.00 Flat-Rate option is selected. Any delivery time quoted is based on estimated time of shipment, and actual shipping dates can vary. Twill USA cannot accept any liability for the failure of any carrier used to fulfill a promised delivery date. PROMOTIONAL TERMS AND CONDITIONS: Some products may not qualify for a discount. Free Shipping is offered from time to time. Coupon codes may or may not be necessary to receive the offer(s). Simply add qualifying products to the Cart and enter the coupon code (if necessary), then select the “Free Shipping” option at Checkout. Or you can send an email to Sales@TwillUSA.com or call (866) 806-9120 for immediate assistance. NOTE: Shipments to Alaska or Hawaii and accounts with special pricing do not qualify for the “Free Shipping” promotion or “$10.00 Flat-Rate Shipping.” Promotions for “Free Shipping” or discounted rates are limited to deliveries made within the Lower 48 only. Customers with shipments to Canada or Mexico must call Customer Service for a freight quote before their order can be processed.

Freight On Board (“FOB”) refers to the point at which our responsibility for the shipment ends. When a customer agrees to ship using one of our carriers, our responsibility for the product(s) ends when the carrier accepts the package.

We strongly encourage our customers refuse damaged packages. Once signed for, we are unable to file a claim for damaged-in-transit goods. If your package arrives in unacceptable condition, please call (866) 806-9120 for immediate assistance.

We are closed for most major holidays, including New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving & Christmas. Orders received while we’re closed are processed on the first business day following any weekend or holiday.

PayPal ACH & e-Check payments may take 3-5 business days longer to process as orders are shipped once payment has been received. Orders placed with Credit/Debit Card or PayPal Credit will be processed and shipped within 24 hours.

Twill USA will refund the entire order (including shipping) if we are found to be at fault. However, if you are returning merchandise that is not defective, then you will be charged a 20% Restocking Fee in addition to the actual cost of shipping the items to you. For example, if you selected the “$10.00 Flat-Rate” option at Checkout but the actual cost to deliver it was $24.00, then you will be charged $24.00 in addition to the 20% Restocking Fee.