Frequently Asked Questions

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.

About the Company

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 1-866-757-3358 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.

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.

We offer custom CNC cutting on items with a material value of $1000 or more. These orders require more time and labour to fulfill and 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, color, 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.

Since we are an online retail store we do not offer wholesale pricing. However larger order quantities may qualify for a discount.

The Felt Store is only an online store and we do not have any physical retail stores at this point in time. If you would like to purchase a product, you would have to do so online through our website.

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. Our show room features swatches of our most popular felt materials. 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.

Registering with The Felt Store makes checkout fast and easy. 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. We also offer guest checkout for customers who prefer not to have an account with us.

We maintain and store customer information according to recognized legal industry standards. To view the full policy, please see our Privacy/Legal page.

Placing an Order

All orders must be placed online through our website. We encourage you to place your orders online as it is a more efficient and reduces mistakes that can occur 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.

You do not have to register with The Felt Store in order to place your order online. We offer a guest checkout service which allows customers to place an order without registering an account.

No, unfortunately all customers are required to register with a valid email address.

We do not offer automatically generated shipping quotes for international shipping on our website. However, if you email us at: salesinfo@thefeltstore.com with your order details and shipping address a customer service representative will respond to you with an international shipping quote.

We offer both a US and Canadian website. All orders processed on our US website will be processed in US currency while all orders processed on our Canadian site will be processed in Canadian currency.

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.

Our online orders can be paid using Visa, MasterCard, or American Express.

Once you submit your order, your credit card will be processed through Shopify’s 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.

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

For online orders, we can ship to any address in the United States or Canada. Please contact us at salesinfo@thefeltstore.com for any international order requests.

Currently, only our Mississauga location is capable of handling pick up orders. When you are checking out, there will be a pick-up option. Once you select this option, the shipping charge will be reduced. 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 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. Please note that this is option is not currently possible for International orders (orders that ship to addresses outside of the US or Canada).

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.

Shipping is calculated during checkout once a customer has provided a US or Canadian shipping address. Rates are calculated based on shipping location, dimensions and weight. Please note that some carriers have a minimum billable weight of 3 pounds for any shipment. Lighter items will be charged at a 3 pound shipping rate rather than at their actual weight. Shipping methods include FedEx SmartPost, FedEx Ground, UPS SurePost, UPS Ground, or Canada Post Standard depending on the items being purchased and their destination.

After Placing an 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 for Canadian and US shipping addresses. Shipping is not available on weekends or holidays.

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.

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 will have to be processed instead.

Unfortunately, we are not able to directly exchange items. However, you can return items 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 on our website.

Problems with an Order

There is no need to worry! Our email Shipping Confirmations are currently only linked to the FedEx and Canada Post website tracking system. If your order was shipped with another carrier, the tracking number will not exist in the 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.

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.

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 contact one of our Customer Service Representatives and they will be happy to assist you further.

All About Felt

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.

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. Each grade of felt is made out of different wool % and have densities ranging from soft to hard. 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?

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.

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.

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.

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. You can watch a short video of how to cut felt using this method here.

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.

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.

Felt is an excellent way to absorb sound and/or create a specific acoustic environment for commercial or private spaces.

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. If color is of importance, we recommend that customers order samples before placing a larger order. Please note that our industrial felts are not dyed and will vary slightly in color tone between production runs.

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.