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Frequently Asked Questions
- What is your return policy?
- Do you have a "real" store?
- Do you have a catalog?
- Is your site secure?
- Do you send out samples of your fabric?
- Do you have a minimum order?
- Do you only sell fabrics in full yard increments?
- How do I place an order?
- How can I find out how many yards of a particular item you have available?
- What do I do if I am having trouble ordering?
- What types of fabrics do you carry?
- If I give you the manufacturer information for an item, can you tell me if you carry it?
- When can I expect to receive my order?
- How do find out the status of my order?
- Am I guaranteed to receive every item on my order?
- What if an item I ordered is out of stock?
- What happens when a back order situation occurs?
- Will I be notified if the item I ordered cannot be shipped in one continuous piece?
- What if I need to make an adjustment to my order?
- What payment options are available?
- How can I obtain coupons?
- Can I use more than 1 coupon on an order?
- How can I contact you?
- How do I know if my order was placed?
- Do you take phone orders?
- What is your return policy?
- All of our fabric is first quality. We stand behind our products 100%. All items carry a 30 day, no questions asked, money back guarantee. What this means is that you have 30 days after you receive the order to return merchandise for a refund. If you are dissatisfied, please contact us via email or phone and we will assist you on the return of any merchandise. Our direct # is 212-391-4130. We ask our customers to inspect the contents of the package(s) as soon as the order is delivered to ensure that you have plenty of time to take advantage of our 30 day, money back guarantee. We will be unable to issue any type of refund after our 30 day guarantee has expired. graylinelinen.com will mail you a Return Label; therefore you will not incur any charges for Return Shipping. Please, note in order to ensure your refund. Your order must be returned within 30 days upon receipt of the Return Label. Please note that the original shipping charge is non-refundable.
- Do you have a "real" store?
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Yes we do, we are located in the heart of the fabric district of New York. Our address is
260 West 39th Street
New York, NY 10018 - Do you have a catalog?
- Many customers inquire as to whether or not we have a catalog. Since our inventory changes weekly it would be impossible to update in print form. Although, we do not have a physical one, we like to think of our web store as a virtual catalog. All of our fabrics can be found in the store with a picture, price, and description. Everything you need to know is right at your fingertips.
- Is your site secure?
- graylinelinen.com uses industry standard SSL encryption to ensure that privacy is maintained with each and every customer transaction. When you enter your credit card information it is transmitted to us in an encrypted or scrambled format which is 100% secure.
- Do you send out samples of your fabric?
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We do offer samples of some of our items, selected apparel and home decorating fabrics. If this option is available, you will have the ability to order these on-line (click on the item to check swatch availability.) Many of the fabrics we stock are not re-orderable, so the quantity is limited. There is the possibility that the fabrics could sell out by the time the swatch is received in the mail.
TIP: If you choose to order a swatch or a yard as a sample, you should pay special attention to the in stock quantity shown in the shopping cart for that actual fabric. This column approximates the number of yards we have available of a particular item. If you order a swatch you must place the actual fabric item in the cart to see the yardage. To remove the item from your cart, click the remove link.
Because certain fabrics are not re-orderable we cannot guarantee that the item will be available for purchase at a future date. Swatches are not returnable for a credit or refund. - Do you have a minimum order?
- There is no minimum amount that must be met when placing an order with graylinelinen.com. Feel free to order as little, or as much as you would like. After viewing our extensive fabric selection you will see first hand why many of our customers wish we had a maximum order amount.
- Do you only sell fabrics in full yard increments?
- Yes, we sell only in complete yards. This allows us to keep our labor costs and our prices as low as possible.
- How do I place an order?
- Ordering from graylinelinen.com is as easy as 1-2-3. Once you have located a fabric you are interested in purchasing, click on the order button associated with that item. The item will then be transferred to your on-line shopping cart. If you are interested in ordering more than one item, click on the Keep Shopping button located below the shopping cart. Once all the items you wish to order have been transferred to your shopping cart, you are ready to select the yardage you need. You will see that the quantity of each item in your shopping cart defaults to one. If you wish to order more than one of any of the items in your cart, change the quantity to reflect the amount you wish to order. After you have selected the quantities you wish to order, click on the "Update Quantities button located below the shopping cart. You are now ready to check out. Click on the "Check Out" button located below the shopping cart. At this time, you will be viewing our secure on-line ordering form.
- How can I find out how many yards of a particular item you have available?
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If you are interested in checking the quantity available of a particular item, simply click on the order button associated with that item. After clicking on the order button, the item will be transferred to your on-line shopping cart. The shopping cart contains an in stock column, which provides the approximate yardage available of that item. You will not be able to order more than what is listed in that column. For select items, the in stock column will be blank. This is generally an indication that the item in question will remain in our inventory as an item that can be reordered. In these cases, feel free to order as much as you need for your project.
Please note that the quantity listed in the in stock column is only an estimate. It is very likely that we will actually have either a little more or little less that the amount listed for the item. - What do I do if I am having trouble ordering?
- We do everything we can to ensure that shopping with us is as simple and pleasant as possible. However, we both know that our computers sometimes have a mind of their own! If this occurs, please do not hesitate to call. Our staff is happy to take your order. You can reach our Customer Service Department from our contact page at www.graylinelinen.com/ 24 hours a day or by telephone toll fee at 1-212-391-4130 8:30 AM - 5:30 PM EST M-F. Please note that only one coupon can be used per order. If two coupon codes are entered into the coupon section of the online order form, neither coupon will be accepted.
- What types of fabrics do you carry?
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Wow! Where do we begin? We have a wide variety of fabrics to meet all kinds of sewing needs. There is something for everyone. We sell first quality, apparel, quilting/craft and home decorating fabrics. If you can't find what you are looking for never fear, we add to our inventory on a weekly basis. Join our e-mail list for weekly updates on new merchandise that has been placed in our stores.
We also have a search function to assist you if you have a specific type, color or design of fabric that you are seeking. The search button is located on the left side of our web page.
Note: Due to the nature of our purchasing we are unable to locate specific fabrics by pattern name or number. - If I give you the manufacturer information for an item, can you tell me if you carry it?
- No. graylinelinen.com assigns a unique name and product number to all of our merchandise. For this reason, we are unable to match up fabric based on manufacturing information. If you are seeking a specific fabric, we would suggest browsing our site. We are strictly internet based, so if we have what you are looking for you will see it on-line.
- When can I expect to receive my order?
- As soon as your order is placed we do everything possible to have your order processed, packaged, and shipped as quickly as possible. Currently, we are shipping orders in 1-2 business days. Then, you must take into consideration the shipping time it takes to get from our warehouse, in Atlanta to your destination. We know you are anxious to get your orders and start sewing, so we strive to get your order to you as quickly as possible.
- How do find out the status of my order?
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Once your order is shipped we will send you an order status e-mail with a tracking number, if appropriate, allowing you to track your package while it is in transit. If at any time you need information concerning the status of your order, you can check the status online at http://www.graylinelinen.com or you can call our customer service department at 1-212-391-4130 8:30 M-F AM - 5:30 PM EST. In order for us to serve you better it is helpful to have your order number.
Our customer service representatives are dedicated to ensure that each and every customer receives a response within 24 hours, if not sooner. - Am I guaranteed to receive every item on my order?
- We do our very best to make sure that every one of our customers receives each and every item they ordered. There are instances, however, in which a particular fabric will become sold out due to high demand. Please understand that we cannot guarantee that all items on your order will be available. We make every effort to ensure that our inventory is as accurate as possible. Due to the nature of our business, however, there will be uncontrollable circumstances that will result in a variation between the yardage our inventory states and what we actually have in stock.
- What if an item I ordered is out of stock?
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If you are paying with a credit card, we will deduct the amount of the out of stock item from the total and adjust the shipping charge if applicable. If you are paying by check, the amount for the out of stock item will be issued as a store credit to be used on future purchase. Our customer service department will notify you regarding your credit, along with instructions on how to use it. Finally, for those paying via Paypal, the amount for the outage will be emailed back to your Paypal account.
We understand that some of you will not be able to utilize particular fabrics unless the entire order is available. In these cases we ask you to indicate a special request in the "Comment Section" of your order form. We will be sure to contact you if a specially requested item is unavailable. - What happens when a back order situation occurs?
- If a back order situation occurs we will ship the fabric that is available rather than hold your other fabric until the back ordered items arrive. Our customer service department will contact you informing you of the situation, which items are back ordered and the expected delivery date. When the back ordered items arrive we will ship them to you. Don't worry you will not be charged shipping costs twice.
- Will I be notified if the item I ordered cannot be shipped in one continuous piece?
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We do our very best to provide your fabric in a continuous piece. In the fabric industry, however, this task is not always possible. As a result, we must determine what length is considered a full piece. graylinelinen.com considers a continuous 15-yard piece to be a �full piece�. Therefore, if an order is placed for yardage exceeding 15 yards, and the fabric can only be provided in pieces, the order will be shipped as long as at least one full 15-yard piece is included, regardless of the length of the other piece(s). If we cannot provide at least one full 15-yard piece, our customer service department will notify you prior to shipment.
We understand that upholstery and drapery items may pose a problem if they are not in large enough pieces. For this reason, these two types of material are handled a bit differently. For upholstery and drapery items, if we cannot provide a continuous piece, and if ANY of the pieces involved are less than 15 yards in length, our customer service department will contact you prior to shipment. On the other hand, if all pieces involved are greater than 15 yards in length, we will go ahead and ship the order.
If you absolutely need the fabric you are purchasing to be in a continuous piece, please feel free to mention this in the �comment section� of the on-line order form. We would then be sure to contact you prior to shipment if the item cannot be supplied in a continuous piece. - What if I need to make an adjustment to my order?
- If this need should arise, our customer service department is on standby to help. Note our customer service staff is available M-F 8:30 AM - 5:30 PM. After hours, please contact us by e-mail. We will make every effort to accommodate your requests. You can contact our Customer Service Department from our contact us page at http://www.graylinelinen.com/ or call us toll free at 1-212-391-4130. If your order has not already been cut or shipped we will be happy to accommodate you. Since we mass cut our fabrics, additions naturally lengthen the processing time. For this reason, we encourage customers who are interested in adding more than one or two items to go ahead and place a separate order.
- What payment options are available?
- Credit cards are the most popular method of payment. We accept MasterCard, Visa, Discover, and American Express. We accept payment by PayPal as well. We also accept payment by check or money orders from US customers only. If your are ordering from within the US, including Puerto Rico, and Guam the total including shipping, will be calculated at the time of order. You should mail your check or money order the same day you order.
- How can I obtain coupons?
- There are several ways our customers can obtain coupons. From time to time, graylinelinen.com will run promotions offering discounts on orders placed. These promotions are typically mentioned on our home page, but sometimes these sales are only mentioned in our weekly newsletters, so don't forget to sign up today!
- Can I use more than 1 coupon on an order?
- I am sorry but we can only accept 1 coupon per order. If 2 or more coupons are entered into the coupon section of the online order form, neither coupon is accepted by the system.
- How can I contact you?
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You can contact us by e-mail, by phone or by snail mail
- Customer Service : care@graylinelinen.com
- Harry Muradi - President : harry@graylinelinen.com
- Director of Marketing : sales@graylinelinen.com
- Director Customer Service : info@graylinelinen.com
Direct Number: 1-212-391-4130
FAX: 212-768-7618
Our address is:
Grayline Linen
260 West 39th Street
New York, NY 10018
8:30 AM - 5:30 PM EST - How do I know if my order was placed?
- You should receive a confirmation e-mail within minutes of placing your order confirming that we received your order. If this does not occur, please contact us for assistance.
- Do you take phone orders?
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Yes, we will take your order over the phone if this is a more comfortable method for you.
Just call our direct number 212-391-4130. You may also fax your order to us directly at 212-768-7618
Our office hours are Monday through Friday, 8:30 AM - 5:30 PM EST
