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
You can contact one of our Customer Service Representatives by phone at 1-866-757-3358 during our regular business hours, Monday to Friday 9:00am to 5:00pm EST. For all other times, you can contact us via email at email@example.com or leave us a voicemail 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.
The Felt Store is a family-owned business with fulfillment locations in Buffalo, NY and Mississauga, ON. Our head office is in Ontario, Canada.
At The Felt Store we carry a variety of felt and non-felt related items. 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 ourCustomer Service Representatives who will be happy to assist you.
We do not offer custom cutting or sewing services, however one of our sister companies may be able to assist you further. Please contact our Customer Service Representatives for further details.
We are an online retail store and do not offer wholesale pricing. However, we do provide tiered pricing for some of our materials and products. Pricing and discounts can be viewed on the product detail page of a listing. Orders valued $1,000 or more are eligible for a 10% discount. Please contact Customer Service Representatives to request a custom coupon code. Please note, you won’t be able to enter a code if an automatic discount is already applied at checkout.
The Felt Store sells predominantly online. We do not have any physical retail locations (yet!). However, we do have a showroom located in Mississauga, Ontario, Canada. Please note, only select materials and products are available for purchase at this location. For open hours and a full list of available products please see our Canadian Contact Us page.
Registering with The Felt Store makes checkout fast and easy. No payment information is stored in our system. 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 will 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.
All customers who would like to register with The Felt Store must have a valid email address.
We sell both in Canadian and US currency. All orders processed on our US website will be processed in US dollars while all orders processed on our Canadian website will be processed in CAD 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.
We encourage our customers not to rely on the screen representations of the felt colors. They are more of a guideline. The way your monitor or device screen is calibrated can distort the look of the color online from the actual color 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.
We also offer up to 3 small samples to be sent out via regular mail, if we have them on hand. You can contact one of our Customer Service Representatives who will be happy to assist you.
Our website accepts the following payments: Visa, MasterCard, American Express, Discover, Elo, Shop Pay, Apple Pay, Google Pay, and Facebook Pay.
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.
For up-to-date shipping policies please visit our Shipping page.
Please note that The Felt Store is a small family-owned business. We are not able to obtain the same shipping discounts available to larger retail corporations. The shipping costs shown on our website are the real time shipping estimates as provided by our shipping partners.
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 with tracking. Lighter items will be charged at a 3-pound shipping rate rather than at their actual weight. We use the below shipping methods:US Shipping
- FedEx SmartPost, Fedex Ground/Home
- Canada Post Standard and Expedited Shipping
- UPS for oversized packages
Looking for faster or alternative shipping options? Please contact one of our Customer Service Representatives for further assistance.
For online orders, we can ship to any address in the United States or Canada.
For Canadian shipping addresses please shop via our Canadian website: www.thefeltstore.ca
For US shipping addresses please shop via our US website: www.thefeltstore.com
No, we currently do not offer any pick-up options at US location.
As a general rule, all orders are processed next business day. For example, if you place your order on Monday, you can expect to hear back from us on Tuesday. If you place your order on a Friday, you can expect to hear back from us the following Monday.
If you would like your order to be shipped 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 today with your preferred arrival date. 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.
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.
Yes, you can request your order to be sent via your personal UPS or FedEx account. Please follow the below steps:
- Leave a note during your checkout process including the below information:
I would like to arrange my own shipping carrier for this order.
Carrier Name ex. UPS
Account Name / Company Name
Shipping Service ex. Priority Mail Express
Shipping Arrival Date
A customer service representative will get in touch with you to confirm your shipping details and refund your original shipping charge.
Please note: Orders are always processed next business day. For example, if you place your order on Monday, you can expect to hear back from us on Tuesday. If you place your order on a Friday, you can expect to hear back from us the following Monday. For any additional inquiries please don’t hesitate to reach out to a Customer Service Representatives directly.
After Placing an Order
The Felt Store will ship orders within 1-3 business days after you place your order. Your order should arrive within 2-8 business days of the ship date for Canadian and US shipping addresses. Shipping is not available on weekends or holidays.
Please note that there is always the possibility of carrier service interruptions. We are unable to guarantee exact delivery dates. For further shipping updates please visit our Shipping page.
You will receive a shipping confirmation 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, please contact one of our Customer Service Representatives as soon as possible. We cannot change an order once it has been placed, we can only cancel it and place a new order. Please note that we cannot cancel an order once it has entered the shipping process. In this case, a return will have to be processed instead.
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 shipping confirmations are currently only linked to our FedEx and Canada Post website tracking systems. 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, please contact one of our Customer Service Representatives and they will be happy to assist you.
We try very hard to ensure that you receive the correct items purchased. 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.
Semi-Annual Felt Remnant Sales
Our Felt Remnant Sales are held twice a year, usually in June and November. The sale generally runs for 3-5 days. We don’t offer more sales than that because we need time to build up remnant inventory.
Each year you can expect to shop clearance pricing on felt remnants, finished products, craft supplies, holiday décor, and more at extremely low discounted rates.
Remnant inventory varies and is dependent on the number of returns, end of roll material and CNC off cuts we can generate throughout the year. Felt remnants generally include a large selection of 100% Wool Designer Felt and a modest selection of Premium Wool Blend Craft Felt, Rayon/Viscose Craft Felt, and SAE Industrial Felt.
Remnants are priced based on dimensions and weight. Dimensions range anywhere from 10” - 48” in width to 10” - 72” in length. Material dimensions are approximate and cuts are not always a straight edge. Dimensions are measured as rectangles form the shortest ends.
Enjoy the same beautiful felt for half the price! Keep in mind that remnants may have additional creasing, small blemishes and end of roll needle marks. Slight color variation may occur from piece to piece since remnants are coming from different dye lots.
All sale items are FINAL SALE and are not eligible for return.
No, all material will be available starting 9am EST on the day of the sale. All items are first come first serve. No holds. All sales are final.
No, all inventory is available for purchase up until the point of a payment being processed.
Due to limitations out of our control, we are unable to have items locked in shoppers carts as someone could potentially hijack the entire sale. Once you have gone through most of the checkout process, our system will check all products in the cart to ensure that the products are still in stock. This is when our system will hold the products until payment is complete, which is when the products will be removed from the sale's inventory.