1. What payment methods do you accept?
Our online orders can be paid using Visa, Mastercard, or American Express.
2. When will my credit card be charged?
Once you submit your order, your credit card will be processed through our credit card processor. Once your credit card has been processed successfully, you will receive an order confirmation confirming your order and that your credit card has been charged.
3. Will I get a receipt or invoice with my order?
Once you submit your order online, you will be able to print a receipt from the confirmation page. You will also receive an order confirmation to your email. This should be saved as it is required to return merchandise. If you did not receive your invoice, you can contact one of our Customer Service Representatives who will be happy to assist you.
4. What is your privacy and security policy?
We maintain and store customer information according to recognized legal industry standards. To view the full policy, please our Privacy/Legal page.
5. I do not feel comfortable providing my credit card information online. How can I place an order?
Your credit card information is sent to our credit card processor immediately and does not get stored in our secure server. You can call one of our Customer Service Representatives who would be happy to assist you with your order.
6. Do you have wholesale pricing?
In order to see if you are eligible for wholesale pricing, please contact one of our Customer Service Representatives and provide us with the exact product and quantity you require.
7. Can I stop in and see some products?
It is only possible for customers to come into our Mississauga location to view products. Our Buffalo location is not set up with a showroom for customers to be able to see our products. If you would like to see some products at our Mississauga location, you can contact one of our Customer Service Representatives and we can set up a time for you to come in and see the products you would like. You would need to tell us the products ahead of time so that we can make sure we have them ready for you. Please note that all orders placed in person will still be placed online and are still subject to our 1-2 business day processing time before they will be available for pick up or shipping.
8. Can I pay in person?
Unfortunately, The Felt Store is only an online store and we do not have any retail locations. If you would like to purchase a product in person, you would only be able to do so from our Mississauga location. However, this is a showroom location and you would not be able to take the product with you right away. You would still be required to pay by credit card online and your order would still be subject to the same 1-2 business day processing time as our online and pick up orders.
9. Can I pick up an order instead of having it shipped?
Currently, only our Mississauga location is capable of handling pick up orders. When you are checking out, there will be a check box option for a pick up order. Once you check this box, the shipping/handling charge will be reduced to $0.00. If the shipping cost does not go down, simply refresh the page with the Pick Up check box checked and it should change the cost. If you are having difficulties or require assistance, you can contact one of our Customer Service Representatives who will be able to help you.
10. I am a Canadian customer. Can I see the prices in Canadian dollars?
Unfortunately, at this time, our website is not set up to show prices in currencies other than US dollars.
11. A different amount appears on my credit card statement than on my invoice.
All our orders are charged in US dollars. If your credit card is in a currency other than US dollars, there may be a difference in the amount charged on your statement from the amount on your invoice. This difference is due to your credit card company converting the US dollar amount to the currency of your credit card. If you have a Canadian dollar American Express, your card will be charged in Canadian dollars. If you do not believe that the difference in amounts is from a conversion of currencies, you can call one of our Customer Service Representatives and they will be happy to assist you.