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Q
- I'm an individual rather than a business … will
you sell to me?
A - Yes. The vast majority of our customers are businesses/organizations in the hospitality, institutional, healthcare, promotional, and governmental sectors. However, if you're an individual who would like to purchase our wholesale linen products (such as cotton wedding napkins) for your personal use, we're happy to sell to you. However, the same minimum quantities apply to all customers. You do NOT need a tax id number to purchase from us. Ordering from Factory Direct Linen is exactly like ordering from any other online merchant such Amazon.com, Target.com, or BestBuy.com.
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Q
- Will you send me a sample?
A - Absolutely! However, we do charge for samples. Simply contact us and tell us EXACTLY which samples you need (which product and what color). We will reply promptly with your sample cost.
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Q
- Do you charge sales tax?
A - Only if your purchase ships to the state of Illinois.
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Q
- Will you break a case?
A - Our wholesale linens are sold in full cases only.
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Q
- Do
you rent linens?
A - No. Currently, all of our wholesale commercial linens are only for purchase. However, please feel free to contact us if you're in the market for a commercial laundry service. If we happen to know of a reputable vendor in your area, we'd be happy to make a recommendation.
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Q
- Do you ship to my area?
A - We ship to all 50 United States (so long as UPS makes regular deliveries to your zip code). Call UPS at 1-800-PICK-UPS (on the web at www.UPS.com) to confirm service to your zip code. Please note that additional delivery charges may apply for some hard to reach zip codes. Contact us before purchasing if you think your zip code might require additional delivery charges.
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Q
- When will my order be delivered?
A - Each product offered on this website quotes an estimated number of business days for the product to leave our warehouse (called "ship date"). This information is provided as a good faith estimate only. Your actual ship date could be a few business days earlier or later. The business morning after your order leaves our warehouse, you will receive a Ship Notification e-mail with tracking number. Allow 2 - 6 additional business days (after ship date) for delivery depending on the shipping address you specified at checkout. Most of our products ship from the Midwest and Southeast regions of the United States. So, the closer you are to those regions, the sooner your shipment will arrive.
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Q
- Do you accept RUSH orders or offer expedited shipping?
A - Yes. Please contact us for details.
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Q
- What happens if you're out of stock on an item I've ordered?
A - Inventory is allocated on a first come, first serve basis. While we do our best to anticipate demand, we do occasionally run out of stock on some products. If we're out of stock on an item you order, we will notify you of the delay by e-mail and let you know when your order can ship. If the revised ship date is not soon enough to meet your needs, you may cancel your order without penalty or obligation.
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Q
- Can I cancel my order once placed (before the order has shipped)?
A - You may cancel an order for any standard product without penalty IF your cancellation request is received 1 full business day before your order is scheduled to ship. The definition of a "standard product" is any product that does NOT contain the phrase "CUSTOM ITEM" in the product's name. ("CUSTOM ITEMS" are non-cancelable and non-returnable.)
Orders must be cancelled in full (individual line items cannot be cancelled).
To cancel an order, simply contact us and provide us with your Login E-Mail Address and the Order Number assigned to your order by Factory Direct Linen.
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Q
- What if I want to return a purchase (after the order has shipped)?
A - No problem. Orders are returnable with a 20% re-stock fee IF all five criteria below are met:
- The phrase "CUSTOM ITEM" does not appear in the product's name. "CUSTOM ITEMS" are non-cancelable and non-returnable.
- The product has not been used, laundered, damaged, or altered.
- The product is returned in its original packaging.
- A Return Authorization Number has been issued by Factory Direct Linen BEFORE the product is returned. (Your request for a Return Authorization Number must be made within 5 calendar days of delivery to the shipping address you specified when your order was placed. Unauthorized returns will be refused.)
- The outside of each carton being returned is clearly labeled with the Return Authorization Number you were assigned.
Freight to your shipping address is non-refundable; return freight is the responsibility of the buyer.
To request a Return Authorization Number, simply contact us and provide us with:
- Your Login E-mail Address to the FactoryDirectLinen.com website.
- The Order Number assigned to your order by Factory Direct Linen.
- A list of the products and quantities you want to return.
- A reason for the return (EXAMPLES: changed my mind, product did not fit my needs, product did not meet my quality expectations, product's color did not meet my expectations, etc.)
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Q
- Do you manufacture custom sizes?
A - Yes, but only Milliken Table Linens. Minimum quantities apply, please contact us for details
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Q
- How can I be sure your website is secure?
A - E-commerce is what we do. The 128 bit encryption on our website is secured through VeriSign, the trusted leader in e-commerce security. Only sites protected by VeriSign can display the "VeriSign Secured" logo (see critical data entry pages like Create an Account or any of the checkout pages).
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Q
- I'm a wholesale linen distributor. Can I buy from Factory Direct Linen and re-sell your products to my customers?
A - Sure. We have many wholesale linen distributors who purchase from us in large volume and re-sell to their customers in small volume. This is particularly true of Milliken Table Linens. If this works for you, we welcome your orders.
Tip: When you place your order, type "Ship in the name of: Your Company Name" and we'll drop ship the order for you.
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