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FAQ's

1. I have ordered from you before. Why does the site say I have no account/why do I have to create a new login?
You likely ordered from one of our other linked sites: Macrame Super Store, Parachute Cord Craft, Rexlace Club, Real Slates, or Holgate Toys. We consolidated our web stores into one to make shopping easier for all of our customers. While all product has been transferred, we couldn't move customer details such as login or order history. We should be able to help you locate past orders from back 2 years if you need help finding a particular color/size you ordered before.

Also, our website does not require customers to create a login, so if you've ordered multiple times from pepperell.com, but cannot access your login, it's possible past orders were posted as "guest" account, so there will be no login. We should be able assist you with past order history.

Need order history/login assistance? You can call us: Monday-Friday 8am - 5pm Eastern Time or write to us: info@pepperell.com.

2. Do you offer a catalog? Samples?
Yes we have color charts for macrame and parachute cord, as well as some flyers for other products. The color charts are available for download here as well. You may put in a request for a catalog by giving us a call (1-800-343-8114), contact us here or email a request to: info@pepperell.com. 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. We are not able to offer samples at this time.

3. How long does it take to ship an order?
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.

4. Can you ship to a Post Office Box?
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. 

5. What form of Payment do you accept?
We accept the following credit cards: Visa, MasterCard, Discover, and American Express. Please note that all payments are posted in US Dollars (USD), so International sales will be deducted from your bank in your country's currency. There is no surcharge for using your credit card to make purchases. Please be sure to provide your exact billing address and telephone number (i.e. the address and phone number your credit card bank has on file for you). Incorrect information will cause a delay in processing your order. Your credit card will be billed upon shipment of your order.

We also accept PayPal! You can find the PayPal checkout button in the shipping cart. Again, all payments are posted in USD, so if you're ordering Internationally, you will see payments withdrawn at the current currency exchange.

We accept money orders, cashier’s checks, personal checks, and company checks as well (in U.S. Dollars only). Orders are processed upon receipt of payment. We will charge a $30 fee on all returned checks. To make payment via check, please make the selection for check/money order in the checkout, and send a copy of your order with the payment.

Checks payable to Pepperell Braiding Company. Mail to:

Pepperell Braiding Company
PO Box 1487
22 Lowell St.
Pepperell, MA 01463

6. Can I use a Visa/MasterCard Gift card on your site?
Unfortunately, our website DOES NOT accept Visa, MasterCard or AMEX GIFT Cards. A "gift credit card" is also known as a pre-loaded card which can be purchased at most convenience stores. 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.

7. Do you sell Wholesale?
Yes. Before we will release any pricing information, we require that you fax a business license ( i.e., state resale certificate) or any state tax exemption/sales & use form for proof of business. Fax to: 978-433-9048. Requests for information are best done by fax or email: info@pepperell.com. Please include: a contact name, company name, address, telephone number, and a fax number (if available,) in your cover letter. If you are interested in a specific product, or you spoke with a sales person, please specify that in your cover note. We have an order minimum for wholesale of $100.00. We will charge a $10 handling fee for wholesale orders under $100.

8. Do you ship Internationally?
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.

9. If I sign up for your mailing list, will my information be safe?
We are committed to protecting your privacy. We will not sell, trade, or rent your personal information to others. We hate annoying spam just as much as you do, so 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.

10. Can I visit Pepperell Braiding Company?
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.

11. Can I return my product?
Yes, we accept returns on unopened products within 60 days of ordering. Please visit the Shipping and Returns page for details.

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

13. Where is my order?
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.

14. How do I apply a coupon?
From your shopping cart, click Estimate Shipping & Tax button:
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Enter the Country, State and Zip/Postal Codes noted with red asterisk (*):
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Click Estimate Shipping & Tax button again:
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Scroll to the bottom of the page and enter the coupon code, click GO:
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Continue with completing your order.

15. How much does it cost to ship?
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.

16. Do you offer special discounts?
We are offering Veteran's and Active Duty Member Discount. Please visit our Sales & Specials page for enrollment details or contact us with any questions.

17. Why do you have an order minimum?
We are dealing with an increase in manufacturing costs, so to offset the increase, we are enforcing a $25.00 minimum order purchase. We do sincerely apologize if this is an inconvenience to any of our customers. We recommend visiting Amazon or local craft retailers if the minimum is cost prohibitive.

18. I have additional questions not answered here.
We receive a lot of questions from our customers, ranging from instruction questions and techniques, to web site functionality. We recommend writing either from our Contact Us page, or send an email: info@pepperell.com. You may also contact us by phone: 1-800-343-8114 or 978-433-2133 and listen to the prompt for the specific department.

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