Site Information

FAQ's

1. Do you offer a catalog?
A: Yes we do. You may put in a request for a catalog by giving us a call, contact us here or by email. Please include your name and address when you make the request, so that we may have a catalog ready for you as soon as possible.

2. How long does it take to ship an order?
A: When your order is received, it is usually documented within 24 hours. Allow 7-10 days for product to leave the factory. All orders placed between Friday-Sunday will be documented the next business day. We ship orders by FedEx ground or Priority mail from our manufacturing plant in Pennsylvania.

3. Can you ship to a Post Office Box?
A: Unfortunately, FedEx cannot ship to a post office box. We ask that our customers provide us with their home address, for shipping purposes. If you prefer to have your order sent to a PO BOX, we will ship your package by Priority Mail. 

4. Can I use a Visa/MasterCard Gift card on your site?
A: Unfortunately, our website DOES NOT accept Visa, MasterCard or AMEX GIFT Cards. We can not create secure settings without a billing address associated with the Debit/Gift Card. Therefore our security declines these cards. Unfortunately, due to the nature of Gift Cards, the funds may still appear as being withdrawn as if a charge has been made. (This has nothing to do with Pepperell.com,  this is a function of the gift cards themselves.) The funds on these cards should be released within 48 to 72 hours. Please call the bank issuer for more details.

5. Do you sell Wholesale?
A: Yes. Before we will release any pricing information, we require that you fax a business license ( i.e., state resale certificate) and any state tax exemption form for proof of business. Fax (attention to Samantha) to: 978-433-9048. Requests for information are best done by fax. Please include: a contact name, company name, address, telephone number, and a fax number (if available,) in your cover letter. We charge a $10 handling fee for wholesale orders under $100.

6. Do you ship Internationally?
A: Yes, Pepperell.com accepts orders from outside of the U.S. All international orders must be prepaid with a credit card or money order. Unfortunately shipping outside the United States is very expensive. We are only able to ship US Priority International Mail at this time. Shipping costs can be calculated in the shopping cart.

7. If I sign up for your mailing list, will my information be safe?
A: We are committed to protecting your privacy. We do not sell, trade, or rent your personal information to others. We only collect your name and email address for our email newsletter distribution. You have the right to elect to join or opt-out of the emails at any time.

8. Can I visit Pepperell Braiding Company? A: Pepperell.com is an Internet store provided by Pepperell Braiding Company. We have two locations (Bradford, PA and Pepperell, MA). Both locations are factories and administrative offices. Though we occasionally accept visitors for order pick-up, we do not have a brick-and-mortar store front. Order pick-up must be arranged in advance by phone (Pennsylvania plant only): 1-800-343-8114 ext. 10

9. Can I return my product?
A: Please visit the Terms and Conditions.

10. I have an Internet store, can I use some of the images from your website to build my web store?
A: Please contact us first to ask permission to use our web images.

11. Where is my order?
A: We track every Internet order shipping with US Priority Mail or FedEx. Tracking details will be emailed to you from FedEx or the US Postal Service. If you do not receive tracking number 4-5 Business Days after you placed your order, feel free to contact us to see if we can check into the order process.

12. How much does it cost to ship?
A: Shipping always varies. You can use the shipping calculator in our shopping cart to get your estimate before checkout, or visit the sites of the carries, if you have a good idea about the package weight. As the manufacture of most of the products found here, we try our best to provide you with the best item and shipping costs we can. We off US Priority Mail which we recommend for light shipments and Post Office Box deliveries. Shipping can be calculated from our site, or please view the US Postal Service site for shipping estimates (we ship from Bradford, PA 16701). We also offer FedEx Home deliveries which we recommend for shipping large boxes and heavier items. Delivery costs can be estimated from their website as well. To determine which FedEx ZONE you're in, check out their Zone Finder page. 

Some Stretch Magic 100 Meter Spools also qualify for free US Ground shipping. Offer is only extended to Internet orders shipping within the Contiguous United States (sorry, this offer cannot be extended to Alaska, Hawaii, or any US territories). Only qualifying items will receive free shipping; Stretch Magic category products marked with a "Free Shipping" label. Offer ONLY includes 100 Meter Spools of Stretch Magic. Shipping method will be determined by Pepperell Braiding Company. Customer will be responsible for shipping costs of phone, rushed, and/or expedited orders. Sorry, this offer cannot be extended to Wholesale/Resale, past orders or combined with other product offers.

13. Do you offer special discounts?
A: We are offering Veteran's and Active Duty Member Discount. Please visit our Terms and Conditions for enrollment details or contact us with any questions.

14. I have additional questions not answered here.
A: We receive a lot of questions from our customers, ranging from instruction questions and techniques, to web site concerns. We now have a feature on our site which allows our customers to ask us questions, without having to call. Go to our "Contact Us" page, located under "Customer Service" category, in the far left column. If you are asking to make a catalog request, please make a note of your name and address in the comment section.

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