Terms and Conditions
About Twill USA
Established in 1993, TwillUSA 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 the various materials used in the sports industry to create finished products that are sold in rolls by the yard. These materials include Sports Twill, Sports Felt, HTV Sports Film, to name a few. We have been awarded multiple U.S. patents for the materials and methods used to make Heat Transfer Vinyl and Hot-Melt Adhesives for athletic apparel. Located in beautiful Southern Indiana, TwillUSA serves as a wholesale distributor of Heat Transfer Materials for the United States, Canada, and Mexico. We pledge to provide our customers with exceptional products and service — before and after the sale — and continued commitment to innovation, technology, and low prices. The products displayed on this website are stocking items, and most orders are processed and shipped within 24 hours.
Placing an Order
Located in Southeastern Indiana, Twill USA manufactures Heat Transfer Fabrics for the sports apparel industry. Your business is very important to us. Please email any questions or concerns to orderdesk@twillusa.com with your information attached or call (866) 806-9120 for immediate assistance. Hours of operation are 8:30 AM–4:30 PM ET. Our team of support reps will help you to set up an account with Twill USA. A business application and resale certificate may be required to set up business accounts. All orders must be paid by credit card unless NET 30 Terms have been approved (see Payment Methods). We cannot be held responsible for errors on phone orders. To ensure accuracy, we recommend written purchase orders (POs) or written confirmation whenever possible.
Information NEEDED to process your order:
- Yards
- Style
- Colors
- Quantity
- Materials
- Billing Address
- Shipping Address
- Shipping Method
- Desired Merchandise
- Area Code and Phone
Copyright
The unauthorized copying of trademarks and copyrighted material is illegal and may even be criminal. If a concern arises, it is Twill USA policy to request proof that a customer is licensed or otherwise authorized to have the artwork reproduced. Twill USA accepts no liability for any unauthorized use of such material(s). Further, Twill USA reserves the right to refuse to cut and/or design a customer’s order (or parts of an order) which are determined to be offensive or which may be in violation of any legal statute.
Order Changes / Backorders
Your information, whether public or private, will never be sold, exchanged, transferred or given to any other company for any reason whatsoever (without your consent), other than for the express purpose of delivering the product or service requested. The information we collect may be used in the following ways:
Guarantee
Twill USA guarantees to replace any item that is defective in material and/or workmanship within 30 days of delivery. Our liability is limited to the value of Twill USA’s products only. This is the only Warranty; there are no others, expressed or implied. Please read our Terms and Conditionsfor related information.
Returns
Custom orders cannot be returned because those items were made specifically for you. We strongly recommend that you review your proof thoroughly. Once we receive your signature indicating the proof is correct, the order will be non-refundable / non-returnable. Please read our Refund Policy for related information.
Refund Policy
We are 100% confident in the quality of our Sports Felt, Heat Transfer Vinyl (HTV), Sports Twill, and other specialty films. If any of our products 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 negligence 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 approval is received indicating that your proof appears to be correct, the order will be non-refundable/non-returnable.
- Roll goods or yardage can be returned within 30 days of purchase, at the purchaser's expense— damage-free — with a 20% restocking fee.
Damaged Packages
Products damaged due to freight carrier mishandling must be brought to our attention immediately so that the proper insurance claims can be filed with the shipping carrier. You should document the state of the package prior to signing for the package. If necessary, products must be returned to Twill USA — in their original packaging — no later than 30 days from the invoice date. The claim will be evaluated by the freight carrier and may be refunded based on the evidence.
Artwork
CorelDRAW 13 (X3) is the program that we use for our production. Later Corel versions can be saved as Corel 9. We can accept a variety of file formats that can be easily imported to the program.
- Preferred formats include: COREL, ILLUSTRATOR, EPS, PDF, TIFF or JPEG.
- When creating these file formats, please use the oldest versions of the program format (if possible).
- Call to request any information or help with file conversion.
- Complex artwork may have additional charges.
- $10.00 will be charged for each new order for proofs and cut conversion.
- Remember to convert all fonts to curves or outlines before converting to the desired file format.
- Please include a printed copy to size and indicate the exact dimensions. We will then compare your files to the printed samples to ensure order accuracy.
- Production will not begin until we have a signed fax or email verification.
Shipping and Delivery
Your order may arrive in separate packages. Twill USA cannot accept any liability for the failure of any carrier used to fulfill a promised delivery date. Choice of carrier is at the discretion of Twill USA when Flat Rate Shipping is chosen. Any delivery time quoted is based on estimated time of shipment, and actual shipping dates can vary. Residents of Alaska (AK) and Hawaii (HI) should expect to pay an additional $25.00 as UPS Ground Shipping is not available. NOTE: Shipments to Alaska or Hawaii and accounts with special pricing do not qualify for the “Flat Rate Shipping” promotion. Promotion for “Flat Rate Shipping” are limited to deliveries made within the Lower 48 only.
- Orders for blank or stocked designs are shipped same-day if received by 1:00 PM ET.
- Shipping Methods: UPS or FedEx — Ground. 3-Day Select, 2-Day Delivery or Next Day Air, Saturday Delivery and other shipping methods may be available if requested. Contact Customer Service prior to placing your order.
- 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).
- 51" materials do not qualify for Flat Rate shipping. Freight charges for orders with wide goods will be calculated during check-out.
Payment Methods
Twill USA accepts the following methods of payment:
1) Any major credit card. Orders made with declined credit cards are not guaranteed to ship the same day. We are not responsible for delays due to declined credit cards.
2) PayPal
3) Twill USA’s NET 30 credit application and approval. NO COD’s. Not everyone will qualify.
Cancelled Orders
Add-ons, deletions or order cancellations are not possible due to the speed of our order processing. Please check for accuracy and completeness prior to calling in your order. Twill USA makes every effort to stock a variety of items, colors and materials. In the event of a back order, you will be notified of availability, alternatives and changes.
Miscellaneous
- Our product availability and prices are subject to change without notice.
- 2% per month will be charged on all past due accounts and account balances.
- Order placed by a company that is past due on payments or with credit problems may be delayed.
- Accounts with returned checks are subject to a $35.00 per check service charge along with any other bank charges.
- Ship-To Address corrections are the responsibility of the purchaser. Please ensure the ship-to address supplied is correct according to the current USPS address directories. Any additional charges levied by a carrier for address correction will be billed back to the customer.
Patents and Trademarks
Twill USA is a Division of Specialty Adhesive Film with one or more patents pending.