F.A.Q.

We encourage you to read through our FAQs to see if there is an answer to your question before contacting one of our Customer Service Representatives.

How can I contact a Customer Service Representative?

About the Company
1. Do you carry products other than felt?
2. Do you do custom orders?
3. Do you have wholesale pricing?
4. Do you have a retail store? Are your products sold in retail stores?
5. Can I stop in and see some products?
6. Why do I have to register with The Felt Store?
7. What is your privacy and security policy?

Placing an Order
8. How can I place an order with The Felt Store?
9. How can I place an order if I do not want to register with The Felt Store?
10. If I do not have an email address, how can I register or place an order?
11. I do not feel comfortable providing my credit card information online. How can I place an order?
12. How can I place an order if I live outside of the United States and Canada?
13. I am a Canadian customer. Can I see the prices in Canadian dollars?
14. What if my shipping and billing address are different?
15. What payment methods do you accept?
16. When will my credit card be charged?
17. Will I get a receipt or invoice with my order?

Shipping Information
18. Where can you ship my order? Do you ship outside of the United States and Canada?
19. Can I pick up my order instead of having it shipped?
20. Can my order be shipped today? Can I pick up my order today?
21. Can I ship to multiple addresses?
22. What will be my shipping cost?

After Placing an Order
23. When will I receive my order?
24. How can I track my package?
25. Can I change or cancel an order?
26. Can I return or exchange an item?
27. How do I leave a review for a product?

Problems with an Order
28. A different amount appears on my credit card statement than on my invoice.
29. My tracking number does not work. What does this mean?
30. I have not received my order. What should I do?
31. I have received the wrong item. What should I do?

All About Felt
32. How is felt made?
33. What is the difference between the Industrial Felts?
34. What do the F numbers for the Industrial Felts stand for and what do they mean?
34. Is felt washable?
36. Is felt absorbent?
37. Can felt be cut by hand? How?
38. If felt is cut, will it fray?
39. Is felt flame retardent?
40. Can felt be used for sound buffering?

Our Other Products
41. What product should I use for my project?
42. Are the colours of the felts on the website the same as the actual felt colours?
43. How do I use the sizing chart for boot liners? What size should I use?
44. What thickness of cork should I use for a bulletin/pin board?
45. How do I peel the paper backing from the adhesive on the felt?

Troubleshooting
46. I am having trouble finding items or navigating the website.
47. I am having trouble with the registration or check out process.
48. I tried to submit my order but received an error.
49. I forgot my password.
50. How do I change my password?
51. How do I change the quantity or remove products from my Shopping Cart?
52. How do I change my default Billing and Shipping addresses or add a new address to my account?


Answers


How can I contact a Customer Service Representative?
If you do not see your question below or would like further information, you can contact one of our Customer Service Representatives through our Live Chat feature on the website or by phone at 1-866-757-FELT (3358) during our business hours, Monday to Friday 9:00am to 5:00pm EST. For all other times, you can contact us through email at salesinfo@thefeltstore.com or leave us a voicemail message stating your name, phone number, and the reason for your call, and we will get back to you the next business day. For more information, please see our Contact Us page.


ABOUT THE COMPANY

1. Do you carry products other than felt?
Although we are The Felt Store, we do carry a wide range of products. These products include raw materials and finished goods, and can be made of felt or various other textiles. We encourage you to take a look through our website to see what we offer. If you are looking for something in particular and are having trouble finding it, you can contact one of our Customer Service Representatives who would be happy to assist you.

2. Do you do custom orders?
Yes, we certainly can do custom orders. However, these require more time and labour to fulfill. These factors are considered in your custom order quote. In order to receive a custom quote, you would need to provide us with the exact product and dimensions (height, length, width, thickness, etc.) and the estimated quantity you would like. If you require a non-standard or organic shape, we may require a drawing of your design. We can work with any vector-based file that you may have. You can contact one of our Customer Service Representatives about a custom quote.

Before contacting us about a custom order, we would recommend that you consider whether or not this would be something that you would be able to cut or make yourself. Cutting or making the item(s) yourself would allow you to save on cost. For how to cut felt, please see Can felt be cut by hand? How?

3. 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.

4. Do you have a retail store? Are your products sold in retail stores?
Unfortunately, The Felt Store is only an online store and we do not have any retail stores. If you would like to purchase a product, you would have to do so online through our website.

5. 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 are still subject to our 1-2 business day processing time before they will be available for pick up or shipping.

6. Why do I have to register with The Felt Store?
Registering with The Felt Store makes checkout fast and easy. It also allows you to see your compete cost, including shipping, for any potential order. No payment information is stored in your Felt Store account. Only address information and previous orders are stored to save you time during the checkout process of future orders. This information is stored in our secure server and will not be distributed or shared with any third parties.

7. 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.


PLACING AN ORDER

8. How can I place an order with The Felt Store?
You can place an order online through our website or over the phone. We encourage you to place your orders online as it is a more efficient process than over the phone. If you experience difficulties, you can contact one of our Customer Service Representatives who would be happy to help you with your order.

9. How can I place an order if I do not want to register with The Felt Store?
We recommend registering for an account with us and placing your order through our website. This is the easiest and most efficient way of placing an order with us and ensures that there will be no errors with the items you would like to purchase. Please see Why do I have to register with The Felt Store? for more details. However, if you do not wish to register with us, you can contact one of our Customer Service Representatives who will be happy to assist you with your order.

10. If I do not have an email address, how can I register with The Felt Store?
If you do not have an email address but still wish to place an order, please contact one of our Customer Service Representatives and they would be happy to assist you.

11. 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.

12. How can I place an order if I live outside of the United States and Canada?
It is still possible for you to place an order with us if you live outside of the United States or Canada. Simply contact one of our Customer Service Representatives and they will be able to assist you with your order. Please note that we do not accept any payment information through chat or email for security and privacy reasons.

13. 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.

14. What if my shipping address and billing address are different?
That is no problem at all! There is a separate section where you can enter the billing address associated with the credit card information during your checkout. Or you can change your default billing address in your Account settings. For how you can do this, please refer to How do I change my default Billing and Shipping addresses or add a new address to my account?

15. What payment methods do you accept?
Our online orders can be paid using Visa, Mastercard, or American Express.

16. 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.

17. 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.


SHIPPING INFORMATION

18. Where can you ship my order? Do you ship outside of the United States and Canada?
For online orders, we can ship to any address in the United States or Canada. For shipping to addresses outside of the United States or Canada, you would need to contact one of our Customer Service Representatives to assist you in placing the order as our website is not currently able to accept international addresses.

19. 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 on the last page of the checkout, next to the Shipping Address. Once you check this box, the shipping charge will be reduced. 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. Please note: All orders, including Pick Up orders, are subject to a 1-2 business day processing time. If the item is not in stock at our Mississauga location at the time of the order, this processing time may be longer, however a Customer Service Representative will contact you within 1 business day to inform you and provide you with the options available. If you are having difficulties or require assistance, you can contact one of our Customer Service Representatives who will be able to help you.

20. Can my order be shipped today? Can I pick up my order today?
If you would like your order to be shipped or available for pick up the same day as you place your order, your order would need to be placed before 11:00am EST. Please note that all same day orders are considered rush orders and there is a minimum $50 charge for all rush orders. If you would still like to proceed with the order as a rush order, please leave a note in the Comments section of the order stating that you would like the order to be shipped or picked up today. One of our Customer Service Representatives will contact you to let you know if it is possible and to get your payment information for the extra charge.

21. Can I ship to multiple addresses?
Currently, our website is only able to ship your order to one address within the United States and Canada. To ship to multiple addresses, you can either process a separate order for each additional address to which you wish to ship or you can contact one of our Customer Service Representatives and they will be able to assist you with your order.

22. What will be my shipping cost?
The great thing about our website is that it allows you to see all the costs associated with your order before you enter any payment information and is one of the great reasons for registering with us. After seeing the shipping costs, you will not be obligated to follow through with the order unless you would like to. Simply log in or register to see the shipping cost of your order directly from your shopping cart.


AFTER PLACING AN ORDER

23. When will I receive my order?
The Felt Store will ship orders within 1-2 business days after you place your order. Your order should arrive within 8 business days of the ship date. Shipping is not available on weekends or holidays.

24. How can I track my package?
You should be provided with a shipping confirmation to your email when your order has shipped. This shipping confirmation will contain a tracking number with which you can track your order. If your tracking number does not work, please see My tracking number does not work. What does this mean? for more information. If you require assistance or did not receive any tracking information, you can contact one of our Customer Service Representatives and they will be happy to assist you.

25. Can I change or cancel an order?
If for any reason you would like to change or cancel an order, you should call one of our Customer Service Representatives as soon as possible. Please note that we cannot change or cancel an order once it has entered the shipping process. In this case, a return or exchange will have to be processed instead.

26. Can I return or exchange an item?
If for any reason you would like to return or exchange an item, you may do so within 30 days from the date that you received your order. The item must be in its original condition and The Felt Store return procedures must be followed. You can see the full Returns/Refunds policy here.

27. How do I leave a review for a product?
You need to be logged in to your Felt Store account before you can leave a review. On the product page, there is a "Write Review" button located on the right side of the page, below the title and price. Clicking this button will bring you to the Review page where you will be able to leave a review for the associated product. Please note that each review is associated with a particular product and is not a general review of our online store.


PROBLEMS WITH AN ORDER

28. 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.

29. My tracking number does not work. What does this mean?
There is no need to worry! Our email Shipping Confirmations are currently only linked to the UPS website tracking system. If your order was shipped with another carrier, the tracking number will not exist in the UPS system and you will get an error when clicking on the link in your Shipping Confirmation. You can contact one of our Customer Service Representatives to get more information about your package, including what carrier it was shipped with.

30. I have not received my order. What should I do?
If you have not received your order within 10 business days of placing it, you can call one of our Customer Service Representatives and they will be happy to assist you.

31. I have received the wrong item. What should I do?
We try very hard to ensure that you will receive the correct items in your order. If you believe that you have received the wrong item in your order, you can call one of our Customer Service Representatives and they will be happy to assist you further.


ALL ABOUT FELT

32. How is felt made?
That is an excellent question! It was such a popular question that we decided to make a video to show you how felt is made. You can watch the Felt Making video here.

33. What is the difference between the Industrial Felts?
Industrial felts are usually not dyed and retain their natural colours. They are made of natural wool so color variations or blemishes may occur in the felt. The white wools are of a higher quality and are more resilient than the grey wools. If you would like to know which felt would be best for your proposed use, you can contact one of our Customer Service Representatives and we would be happy to help provide some guidance. For information on the F numbers, please see What do the F numbers for the Industrial Felts stand for and what do they mean?

34. What do the F numbers for the Industrial Felts stand for and what do they mean?
The F numbers are an industry standard of grading and categorizing wool felts that is established by the SAE. This number is based on the wool content, density, and tolerance of the felt at each thickness. Each grade of felt has recommended uses. If you are looking for felt for a particular use, you can contact one of our Customer Service Representatives who would be happy to assist you.

35. Is felt washable?
Felt can be dry cleaned, hand washed, or steam cleaned, however it should not be put in a washing machine or dryer. We recommend you treat felt like you would a wool sweater.

36. Is felt absorbent?
Felt can be highly absorbent or it can also be naturally water repellant, depending on the density and quality of the felt. The more dense the felt is, the more water it will repel.

37. Can felt be cut by hand? How?
Most of our felts can be cut with a utility blade. We recommend that you score the felt multiple times with the utility blade until you cut through the felt.

38. If felt is cut, will it fray?
Felt will not fray when it is cut as it is made of interlocking fibers. However, depending on the quality and use of the felt, it could begin to pill at the edges.

39. Is felt flame retardant?
Wool is naturally resistant to fire and is self-extinguishing. Our 100% wool felt meets commercial fire codes while our synthetic and blended felts must be treated for flame resistance.

40. Can felt be used for sound buffering?
Felt is an excellent way to absorb sound and/or create a specific acoustic environment for commercial or private spaces. You can contact one of our Customer Service Representatives and they will be able to provide you with more information.


OUR OTHER PRODUCTS

41. What product should I use for my project?
We would be happy to provide you with assistance in determining the right product for your project. You can contact one of our Customer Service Representatives and provide the details of your project, and we can make some recommendations for you or help narrow down the options. Samples are also available for purchase online here to assist in colour and felt selection. If you are looking to match a specific colour, please refer to Are the colours of the felts on the website the same as the actual felt colours?

42. Are the colours of the felts on the website the same as the actual felt colours?
We encourage our customers not to rely on the screen representations of the felt colours. They are more of a guideline. The way your monitor or device screen is calibrated can distort the look of the colour online from the actual colour of the felt.

43. How do I use the sizing chart for boot liners? What size should I choose?
Each style of boot liner has its own sizing chart, so please use the corresponding sizing chart for the style you are interested in. If you are replacing an old boot liner, you can measure the sole of the old boot liner from the outside to get the width and length that you would need. Otherwise, you would measure your foot while wearing your socks. You would then add 0.75" to both of the measurements (length and width) to account for the material and stitching. For example, if your foot, with socks on, is 4" wide and 11" long, the measurements you would look for on the corresponding chart would be 4.75" and 11.75". The sizing charts are approximate and may have a +/- 0.25" tolerance.

44. What thickness of cork should I use for a bulletin board/pin board?
Since most tacks and staples are about ¼" (6mm) long, we recommend using a cork product that is at least ¼" (6mm) thick. We have plenty of cork products for you to use and they can be found in our Cork Materials section.

45. How do I peel the paper backing from the adhesive on the felt?
Our adhesive felt is very sticky. In order to peel the paper backing from the adhesive on the felt, you will have to separate the paper backing from the adhesive using your nails or carefully using a utility knife. Once you separate a corner, you should be able to peel the paper backing leaving the adhesive film on the felt. Please ensure that you are separating the adhesive from the paper backing and not the felt from the adhesive as this would tear your felt.


TROUBLESHOOTING

46. I am having trouble finding items or navigating the website.
We are always trying to improve our website so that our customers can find items or navigate our website as easily as possible. If you are having trouble finding a product or navigating around the website, you can contact one of our Customer Service Representatives to assist you.

47. I am having trouble with the registration or check out process.
Although we have tried to ensure that the registration and check out processes are smooth for our customers, we recognize that you may have some trouble. If you are having trouble, please contact one of our Customer Service Representatives who would be happy to guide or assist you through the process.

48. I tried to submit my order but received an error.
If you received an error during the checkout process, we recommend that you contact one of our Customer Service Representatives to ensure we received your order, even if you received an Order Confirmation email. We would be happy to check if your order came through and/or assist you in placing your order.

49. I forgot my password.
If you have forgotten the password that you registered on our website with, you can retrieve it by following our Forgot Password process. A temporary password will be emailed to the address you used to register your account. We encourage you to change this password as soon as possible. Should you no longer have access to that e-mail account or cannot remember the address you used, please contact one of our Customer Service Representatives and they will be able to reset your account for you. Our Customer Service Representatives cannot provide passwords over the phone for security and privacy reasons.

50. How do I change my password?
To change your password, you would need to log into your Felt Store account. Once you are logged in, click on the My Account button at the top of the webpage. Once on the Account Information page, click on the Change Password header on the left side of the page and you will be able to change your password. All Felt Store passwords must be at least 6 characters in length, and contain at least one letter and one number.

51. How do I change the quantity or remove products from my Shopping Cart?
You can remove items from your Shopping Cart or change the quantity at any time. To view your Shopping Cart, click on the "Cart: #" button at the top of the webpage. To change the quantity, simply enter a new quantity into the quantity box next to the item, and then click on the "Update Cart" button near the bottom of the Shopping Cart page. To remove an item from your Shopping Cart, check the check boxes next to the items you wish to remove, and then click on "Update Cart" near the bottom of the Shopping Cart page. Please note that the changes only take effect after you click on the "Update Cart" button, otherwise all changes will be lost if you leave the Shopping Cart page.

52. How do I change my default Billing and Shipping addresses or add a new address to my account?
Once you log into your Felt Store account, click on the My Account button at the top of the webpage. You can add new addresses or edit your addresses in the Favourite Addresses tab. You can change the default billing and shipping addresses under the My Account tab.