Our Most Frequently Asked Questions
What is the best way to contact you?
Important! If you need to cancel an order or have a time-sensitive question, please contact customer service by phone at 831-423-5434, ext 2. Our Customer service hours are 9am-5pm Monday-Friday PST. If you call during non-business hours, leave a message. We will return your call as soon as possible.
If you have a quick question, please send an email to email@example.com. We answer emails in the order in which they are received, so it might take 24 hours to get back to you on a normal business day.
Do you offer samples?
We offer samples of our upholstery and drapery fabrics. These can be purchased online. When you find a fabric you like, simply scroll down to the bottom of the page to view the option for samples. Samples are $1.99 each and are 2" x 6". They will be processed and mailed within 3 business days.
By what time must I place my online order so that it goes out the same day that I place it?
We pull orders once every business day, at approximately 9 AM west coast time. If an order is placed before 9 AM west coast time, we do our best to get it out the same day. If an order is placed after 9 AM west coast time, we do our best to get it out the following business day. When an order is placed over the weekend, it goes out on Monday. If you need your order to go the same day give us a call and we will always to our best to make it happen.
Which is faster, a phone order or a website order?
Once we get an order it is most often processed (cut, packaged and shipped) the very next morning. This is the same whether you place your order over the phone or online. If you need something processed faster, you can give us a call after you place the order. We will see what can be done to expedite it.
What is your minimum order?
Currently, the minimum order you are able to place online is 1 yard. For questions regarded this policy please contact firstname.lastname@example.org.
"When I enter a partial amount, such as 1/8 or 1/4, the amount automatically rounds down to a full number. Why does it do that?"
Our system allows one yard increments, for example, if you enter 3.5 yards the amount of yardage will change to 3 yards. Make sure that the amount you entered is correct in the shopping cart before placing your order. If you have any questions about this please contact us at email@example.com.
Do you offer wholesale prices or discounts?
We offer a bulk discount for orders of a full bolt or more of any fabric. Full fabric bolts can generally range from 15-25 yards, and will often need to be special ordered. For more information please contact firstname.lastname@example.org.
What if I need a large amount of yardage?
HartsFabric.com is always happy to fill large orders. If you are ordering more than 10 yards, we might need to put an item in your order on back order. We'll contact you to let you know why we cannot complete your order. If required, we'll special order the fabric for you, and send it as soon as the fabric arrives. We will always try to reach you by phone and by email if there is a delay on your order. You can always contact us to check on stock by either sending an email or calling us at 831 423 5434 ext. #2.
Do I get a discount for buying a large amount of yardage?
We offer a 20% bulk discount to any customer buying a whole bolt or more of fabric. We offer this discount because sometimes it can takes extra time to process large yardage orders. If we do not have a full bolt on hand, we'll do our best to special order it. You will hear from us within 24 business hours if we are not able to fill your order right away. The 20% bulk discount is applied after your order is place and before your order is charged. Any questions please contact email@example.com.
Does the fabric always come in one continuous piece?
We will always do our best to sell you one continuous piece of fabric. If we are not able to fill your order with one continuous piece then we will contact you by phone.
What form of payment do you accept?
We accept MasterCard, Visa and AMEX credit cards, as well as Pay Pal. We do not accept money orders or checks, sorry no exceptions.
What if I am afraid to put my credit card and info online? Can I still order from your store?
Of course. We understand that some people have a reservation about giving out their credit card information. To speed the ordering process, jot down the 5 digit code for each item that you plan to purchase. We'll need that 5 digit code in order to look up each fabric. When you're ready, give us a call at (831)423-5434 ext 2 and we will be happy to take your order over the phone. Sorry, we do not take orders over email.
What if an item on my order is out of stock?
As soon as we are aware that we are short or out of an item in your order, we contact you by telephone. We hold you order for two weeks awaiting a call back from you. After those two weeks, we either send you what we are able to fill in your order or cancel your order. If we are unable to contact you by phone after 1 week we send you an email. If you have any questions about an order or have not received an expected order, please give us a call or send an email.
When is my credit card or pay pal account charged?
There is an initial authorization on your account as soon as you place an order. We donít actually charge your account until your order is shipped. This allows us to make changes to your order if we are not able to completely fill your order. Also if you want to add something to your order after it is placed, we are still able to do that as well, with the exception of Paypal orders which cannot be modified for additional purchases.
Why did I not receive an e-mailed confirmation of my order?
If you didn't receive an email confirmation of your order within an half hour after placing it, then there might be one of a few possible reasons.
A common mistake when placing an order with HartsFabric.com is not continuing to the final screen, where the order is actually confirmed and placed. You will receive an order number once the order is placed so make sure you keep pressing the "send order" button until you receive an order number.
Emails are sent by an automated system, so it is possible that our email got lost in your spam mailbox. Check to see if the confirmation email is in your junk mail folder. If you still don't see an email from us, let us know by emailing firstname.lastname@example.org."
Can we pre-order a fabric that is not in stock?
Absolutely! If there is a fabric you just have to have, but it is out of stock online let us know.
Give us a call. We will put together an order and send it as soon as the items arrive. Special ordering fabric can take anywhere from 2-6 weeks, depending on the fabric. We will let you know when we plan on getting it back in stock.
Do you accept Returns or Exchanges?
We do! We understand that fabric is hard to buy online. That is why we offer a money back guarantee policy on all our fabric. Exception to this include patterns, books, and special orders or special cuts of fabric. Please review our return policy on the main page for more information about our return policy and proceedures.
How much is your shipping?
Shipping is calculated by the website based upon the package weight and the shipping distance. The best way to get a quote for your shipping costs is to enter everything into your shopping cart, including your address, and then press the "apply" button located in the shipping section. When your cart refreshes, the shipping costs are reflected in your new total.
Do you ship internationally?
Yes we do! At this time we have a limited amount of counties to which we ship. You can view the current list of countries to which we ship right in the shopping cart, under the Country drop down list. This is the complete list of all supported countries. There are no exceptions. We cannot ship to a country that is not on that list. We hope to be able to support more countries in the future.
What shipping carriers do you use?
We only ship via UPS and USPS. We do not ship via Fed Ex or any other carriers.
Do you use Flat Rate envelopes and Boxes through the US Postal Service?
We always do our best to save you money on shipping by using flat rate envelopes and boxes. Whether or not we can do that depends entirely on what and how much you order. If you feel like we you are being charged too much for shipping, leave us a note in the comments section to review the shipping cost. We will do our best to save you some money.
How many days will it take to get my package?
Standard shipping for UPS and USPS is 7-10 business days, from the day the package ships out. We try to process orders within 2 business days so this means for standard shipping on UPS and USPS it takes 9-12 business days to receive your order.
What is the most affordable shipping option?
If you are placing an order for 1 or 2 yards of fabric, a pattern or any ribbon order, the most cost-effective way of shipping is USPS. We try whenever possible to fit orders in flat rate envelopes which ship for about five dollars. If you select USPS as your shipping method and are being charged more than 5 dollars then please leave us a note in the comments section for us to review your shipping charges. We will always do our best to save you the most money on shipping.
Do you have an catalog?
Our catalog is our website. We do not have a printed version of the fabrics we carry since they change on a daily basis.
Do you have an actual store? And, if so, where is the retail store located?
We do have a retail store! We are located in sunny Santa Cruz Ca, If you are nearby please stop in! If you think our website is great you will love our store! The HartsFabric retail store address is 1620 Seabright Ave., Santa Cruz, CA 96062.
How can I tell if the color of the fabric on my computer screen is the color that I need?
Honestly there is no great way of doing this. We try our best to make the images as accurate as possible but everyone's monitor is different. That is why we have a lenient return policy.
If you have any questions about color, feel free to call us or email us and we will do our best to help.
What are your shop hours?
Our retail store is open from 10am-7pm Monday - Friday, 10am-6pm on Saturday and 11am-5pm on Sunday.
What are your Internet Customer Service hours?
A Customer Service representative can be reached from 9am-5pm PST (West Coast Time) Monday -- Friday. We are not in the office over the weekend, but if you leave a message we will do our best to return your call on Monday.
I just sent you an email. When will I hear back from you?
We receive a lot of emails. We answer them in the order in which they are received. It doesn't usually take more than 24 hours to answer during normal business hours. Please be patient.
I just left you a voicemail. How long will it take to hear back from you?
If you leave a voice mail at the internet desk during normal business hours, we will get back to you within 24 hours. We answer phone calls and messages in the order in which they are received. If you feel it has been too long since you called, feel free to call again. (You would be surprised at how many messages we get with no return phone number!)
Don't see an answer to your question?
Send us an email and we will do our best to answer any questions you might have!