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Frequently Asked Questions
The questions customers ask us most. Can't find what you need? Email info@pepperell.com or call 978-433-2133.
Frequent questions
Straight answers on shipping and returns.
How long does shipping take?
Free ground shipping in the contiguous 48 states arrives in 7 to 10 business days. USPS Priority shipping typically takes 2 to 3 business days, though delivery can take up to 5 business days. Orders placed Friday through Sunday or on holidays start processing the next available business day, and we ask for two business days to process before an order ships.
Do you offer free shipping?
Yes. Ground shipping is free on US orders over $48, in the contiguous 48 states. Orders under that, and a few oversized items like our steel lawn chairs, have shipping calculated at checkout by weight and destination.
Can I track my order?
Yes. You'll receive a tracking email the moment your order ships.
Do you ship internationally?
Yes, by US Priority International Mail. Most countries arrive in 6 to 10 days, and Canada and Mexico can take 2 to 3 weeks. International orders are prepaid, with shipping calculated in the cart.
Do you ship to PO boxes, APO, or FPO addresses?
Yes. USPS can deliver to PO boxes and to APO or FPO addresses; UPS cannot. Choose USPS at checkout if any of those apply.
What payment methods do you accept?
Visa, MasterCard, Discover, and American Express. Cards are charged in US dollars when your order ships.
How do I use a discount code?
Enter your code in the cart or on the checkout page and the discount applies before payment.
Is there a minimum order?
Yes, orders have a $25 minimum.
What is your return policy?
Returns are accepted within 30 days of purchase. The customer covers return shipping unless the order shipped with an error. A 20% restocking fee applies, waived for exchanges or for orders we sent in error. Chair frames, books, opened or used product, discontinued or clearance items, and product purchased over 90 days old are not eligible.
Where are your products made?
Pepperell Crafts operates three manufacturing facilities: Pepperell, Massachusetts; Bradford, Pennsylvania; and Ningbo, China. Country of origin is listed in the spec table on each product page.
What's the difference between Bonnie Braid and cotton macramé cord?
Bonnie Braid is our braided polypropylene cord, color-fast, weather-resistant, ideal for outdoor plant hangers. Cotton macramé cord is natural fiber, softer hand-feel, better for indoor pieces but not weather-rated.
Do you offer a catalog or color charts?
Color charts for every product are free to download. You can request a printed catalog by phone at 978-433-2133 ext 121 or by email at info@pepperell.com. We aren't able to send samples right now.
Do you have a store I can visit?
We're online only. Our Pepperell, Massachusetts and Bradford, Pennsylvania locations are factories and offices, not retail stores.
Do you sell wholesale?
Yes. Email DonnaJ@pepperell.com with your business license or resale certificate. Wholesale orders have a $100 minimum. For tax-exempt accounts, call 978-433-2133 ext 125.
Is there a veterans discount?
Yes. Call 978-433-2133 ext 125 for the veterans and active-duty discount.
Still have a question?
Email info@pepperell.com or call 978-433-2133 and follow the prompts for the right department.