FAQ

How can I reach Derby Fabrics, Inc Customer Service?

  • Monday through Friday, 8:00 AM to 4:30 PM EST, Customer Service is available. 
  • Phone: 1-800-626-3500
  • Customer Service is typically closed around all major holidays if this is the case please leave a message and we will return your all as soon as we are back in the office.

 

Do you have retail locations?

Derby Fabrics, Inc does not have any retail locations.

           

Can I get pricing on your material?

Pricing is only available for verified customers who have a current account with Derby Fabrics, Inc.  If you have an account with Derby Fabrics, Inc please contact us at 1-800-626-3500 during our normal business hours, Monday through Friday 8:00 AM to 4:30 PM.

If you currently are not a customer of Derby Fabrics, Inc and wish to become a customer please fill out our new customer application. 


What is your typical turnaround time for custom orders?

For orders placed on this website for memo samples or sample cards please  allow 3-4 days for your orders to be processed and shipped.  If there is a problem with your order you will be contacted by our customer service department.

Any order for material or supplies typically ship the same day as it was placed, as long as it was placed before 3:00 PM EST.  If an item that you ordered is out of stock someone from our Customer Service Department will contact you and let you know when we will be receiving our next shipment.

 

Can I make changes to my order after it has been placed?

Changes can be made to most orders once they have been placed, as long as the order has not already shipped from our facility.  We will do everything in our power to make sure that any changes that need to be made to an order  are done so.  Please note that if a change on an order is requested late in the day that order might not ship the same day and could be delayed.

Please note that it is difficult to make changes to custom products or  special orders so before you place an order with us please make sure you are ordering the correct amount and the correct product.

 

Can I return a product? Under what circumstances?

Your satisfaction is important to us and we realize that there may be circumstances in which you need to return an item. While cut fabric is essentially a custom product and a challenge to guarantee, any customer who is dissatisfied with a purchase may receive a refund or store credit on fabric cuts of two (2) yards or more. Refunds may be applied to all products sold by Derby Fabrics, Inc, except for the products/conditions listed below.

  • All returned items must be in original, unflawed condition, unmarked and uncut by the purchaser, and must be received within 30 days of original ship date.
  • All Ultrafabrics® Fabric are not returnable.
  • All Sale Items are not returnable.
  • All special orders or custom products are not returnable.
  • All fabric sample orders are not returnable.
  • All international orders are not returnable.
  • Unless we are in error, we do not refund shipping costs.
  • Items returned to us in non-salable condition will be returned to sender, and no refund will be given.
  • If your order is deemed returnable, you will receive a refund of your order less shipping charges.
  • To ensure full credit for your returns, please contact Customer Service at 1-800-626-3500 before returning merchandise.


Where do you ship to? Internationally?

We will ship items to anywhere in the United States. Certain items, such as   glues, cannot be shipped using the USPS, UPS, and FedEx due to them being considered hazardous materials.  If you are wishing to purchase any hazardous materials please contact our Customer Service Department at 1-800-626-3500.

For international shipments please contact our Customer Service Department at 1-800-626-3500 for more information.

 

How much will it cost to ship my product?

Memo samples and sample cards will be shipped out using the United States Postal Service and the shipping cost will be determined by the package’s size   and weight.  If a customer would like their samples shipped out either UPS or FedEx please contact our Customer Service Department to place your order.

We strive to ship all orders in the most economical way possible.  Most orders for materials or supplies will be shipped out using either UPS or FedEx.  In order to cut down on shipping costs we will combine as many products as we can into the same package.  If you need to know how much it  will cost to ship a product to you please contact our Customer Service Department at 1-800-626-3500 for an estimated shipping cost.

 

Do you offer drop shipping?

We do not typically offer drop shipping on any of our products. 

 

What does it mean if a product is on backorder?

You may get a notice of backorder when either we can't fill your order because the yardage you require is greater than the stock we have on hand, or we don't have the item in stock based on the mill's availability.

 

Will you take an order over the phone?                                                                            

Yes, our Customer Service Department can take your order over the phone at 1-800-626-3500 from 8:00 am to 4:30 pm EST, Monday through Friday. Customer Service is not available on weekends and major holidays.

 

Do you accept purchase orders?

We will accept purchase orders.  Please contact us at 1-800-626-3500 for more information.

 

How do I order a sample or sample card?

Many items on DerbyFabrics.com can be ordered as a 4” x 6” sample.  The first 10 memo samples ordered will be free and will be shipped free. The fourth and any subsequent memo samples that are ordered will cost $1.00 each and shipping will be charged to the customer. Each sample card, except headliner charts and Spradling Marine and Spradling Automotive sample cards, which is ordered, will cost $3.00 apiece and shipping will be charged to the customer.  Spradling Marine and Spradling Automotive sample cards will cost $5.00 apiece and the cost of shipping will be charged to the customer.  Headliner charts will cost $5.00 apiece and will be shipped either UPS or FedEx, due to being an awkward size, and will be subject to additional shipping costs.  All orders are subject to either shipping costs laid out in this section or in the section above dealing with shipping costs. 

If you have any questions concerning ordering a sample or sample card please contact Customer Service at 1-800-626-3500.

 

Can I track my sample order?

Unfortunately, because we ship samples through United States Postal service, they cannot be tracked.

 

Do I need to return the memo samples or sample cards?

No, all samples purchased on DerbyFabrics.com are yours to keep.


Why does the color of the (Brand Name) fabric I purchased not match the exact same (Brand Name) fabric that I already own?

Slight color variations from roll to roll—regardless of the mill—are commonplace in the textile industry due to dye lot variations, and occur at the origin of manufacture.  If your project requires an exact color match, you’ll want your fabrics to come from the same roll or from a single order.