Frequently Asked Questions


Packaging Questions

Are Cut By The Yard fabric shipped in pieces?

We always send fabric in one continuous piece. If you order more yardage than what is on a factory roll, you will receive one factory roll plus the remaining fabric needed. If for any other reason we cannot ship your order in one piece, we will contact you before shipping your order out. To see how many yards are in a factory roll of a given fabric, look under the specifications for “Yards Per Roll.”

How are Acryee® fabrics packaged?

All orders are rolled on a core, then bagged for shipping. Larger order and full roll orders will be boxed for shipping.

Fabrics are never folded and always rolled to avoid creasing.


Shipping & Delivery

Shipping methods

You can select from two shipping carriers, United Parcel Service (UPS®) and the United States Postal Service (USPS). Acryee™ does not offer third party billing, nor do we ship cash on delivery (COD).

Shipping rates

All available shipping methods and charges can be viewed and selected during the checkout process prior to entering payment information.


Domestic shipping

UPS®

UPS offers the flexibility of several shipping methods; UPS Ground, UPS 2nd Day Air®, UPS Next Day Air®, UPS Worldwide Express and UPS Worldwide Expedited.


UPS will not deliver to PO Boxes or to an APO or FPO address.


United States Postal Service (USPS)

USPS shipments can be sent to PO Boxes and APO/FPO addresses. USPS offers only limited tracking information and has a 70 lb. maximum shipping weight.

International shipping

UPS International Shipments

UPS Worldwide Express typically delivers in 1-3 business days. UPS Worldwide Expedited shipments usually take around 2-5 business days for delivery.


For international commercial accounts, UPS will automatically broker all packages unless otherwise requested. Acryee will assume that UPS will broker any package (often the fastest method) unless you specifically instruct us to use a different broker. To use your own broker, we require the broker name, address, phone, and email address to be provided. If you select your own broker, UPS transit times are not guaranteed.


United States Postal Service International (Including Canada)

United States Postal Service (USPS) delivery for international shipments typically takes 7 – 14 business days. Size and weight restrictions vary by country.


International Shipping Brokerage Fees & Taxes

We only charge for shipping and the order contents. There are no US taxes on orders shipped outside of the United States. Additional taxes, duties, local delivery charges, and other miscellaneous fees at the destination are your responsibility. Each country’s customs agency treats orders that enter their country differently. Countries are at liberty to add their own estimated or published shipping charges for taxation purposes at will regardless of what charges Acryee notes on their invoice. Customs also may not take into account any discounts you may have received through Acryee.


Our UPS Worldwide Express and UPS Worldwide Expedited rates include UPS brokerage fees. Duties, taxes, and additional fees (sometimes classified as brokerage fees) may be incurred depending upon the country of destination and the items ordered. Also, you may incur additional brokerage fees from your broker. Acryee is diligent to select appropriate tariff codes for products but cannot guarantee the codes listed on the commercial invoice will be the best (least taxed) for any particular country. Shipments are valued and insured at invoiced pricing. Valuation for purposes of taxation does include shipping charges (often required for international destinations).


Estimated Arrival Times

Please remember that shipping times are estimates, not guarantees and that delays can be caused by customs in the receiving country.


Restrictions by Country

Russia: Due to international shipping rules and regulations, orders originating from Russia cannot be placed online. If you would like an order delivered to Russia, please send an email to info@acryee.com with an itemized list of the products you would like to order. We will then create a custom order for you and verify that your order adheres to current shipping restrictions. Once we verify that your order does not contain any prohibited or restricted items, we will contact you to complete processing your order.

Shipping restrictions

With UPS:

Packages can be up to 150 lbs. Packages can be up to 165 inches in length and girth combined.Packages can be up to 108 inches in length. Packages with a large size-to-weight ratio require special pricing and dimensional weight calculations.


With USPS, the maximum length and girth combined is 108″ for US and Canadian shipments. The maximum shipping weight for USPS is 70 lb.

Can I add delivery instructions on the package?

Notes can only be left on orders placed over the phone. We will try to accommodate requests to write things like “Leave on porch” but cannot guarantee that the carrier will follow through with the request. If the note must be followed, we suggest leaving your delivery instructions via the UPS My Choice service. Sign up is free at www.ups.com.



What if my package is damaged?

If your product was damaged in shipping, save all the original packaging and contact Acryee®. We insure all of our shipments, so we will work with the carrier to have your product replaced.

Do I have to sign for my package?

Acryee® does not require a signature for packages, but UPS will require it for some areas.



What if I put the wrong address on my order?

If your order has already been shipped, go to www.ups.com and sign in to UPS My Choice to change the delivery address of your package (charges will apply). You must sign in to UPS My Choice with the incorrect shipping address in order to make a change. Small mistakes will usually not cause any delivery delays, however, a bad or wrong address may cause long delays. If the package gets returned to us, we can resend the package to a new address but you will be responsible for the additional shipping charges.


Due to our fraud prevention policies, some address changes are not possible using UPS my Choice. In that case, please call customer service and we will be happy to help. In some cases the order would need to be returned to Acryee and a new order would need to be placed. If this is the case the customer will be responsible for shipping and return shipping charges.



How to place an order?

Online orders

Once you have placed the items you want to purchase in your cart, either click on “My Cart” or “Checkout.” Select “Proceed to Checkout” from the shopping cart and either login or continue as a New Customer. Choose your desired shipping method and enter any payment information. You will always have the opportunity to review your order before the order is submitted.

Credit card authorization and verification

All online orders are subject to credit card authorization and verification. To avoid any delays with your order, please make sure all billing information you provide us exactly matches your credit card issuing bank records.


Acryee® will not charge your credit card until your order has been processed. Exceptions include custom items and fabrics Cut By The Yard. When you place your order, your credit card statement may show a pending charge that looks like it has been deducted from your account. This is an authorization hold your bank uses to reserve funds for your order. If your order is canceled, your pending charges will be released within 3-7 days per your issuing credit card bank policies. You may contact your bank regarding authorization holds as policies may vary.

Debit Cards

If your debit card is declined please note that most banks have a daily purchase limit. Call your bank to verify if this is the case. Some banks will approve larger one-time purchases upon request.

Tax exempt sales

To qualify for tax exemption, you must register through Avalara, our third-party affiliate that collects and manages Sales Tax and Exemption Certificates. Prior to registering with Avalara, you must know your Acryee account number and have an address registered to your account. When logged in, your account number is displayed in the header bar at the top of any Acryee webpage (or in the menu on mobile devices).

Backorders

Domestic Backorders

If an item is backordered for less than 5 days we will hold the entire order to ship it complete. If the backorder is expected to take longer, we will typically ship what items are in stock and the backorder(s) when it arrives (you will not be charged any additional delivery if a backorder must be sent separately) unless otherwise specified by the customer. If a fabric sample is not available it will be removed from the order, it will not be backordered.


International Backorders

We will hold an order for up to 7 days to ship everything complete. Should an item on the order take longer than a week for us to receive we will either continue to hold the order until the backordered item(s) arrive or we will delete the item(s) from the order. In some cases, we may make substitute product suggestions.


Account information and management

Why create an account?

Creating an account allows you to take advantage of great benefits. With your account you can checkout faster, store your shipping address, view your order history, and track orders at any time.

How to create an account?

Register while placing an order or go to Login at the top of the page. Under New Customer, fill out your name and email address and provide a password to create an account.

How to manage my account?

Login to view your account information, change your e-mail address or password, add or change addresses, update credit card information, view orders, or see a statement on your account.


If you forget your password, select Login at the top of the page and click “Forgot password?” Enter your email address to get an email with a password reset link.


You are allowed only one billing address, but multiple shipping addresses can be stored. Orders are automatically shipped to the default shipping address unless another address is selected.


Order Status & Tracking

Tracking your order

Packages shipped by UPS are trackable. If a valid email address is provided, a shipping confirmation with tracking number will be sent when the order is shipped. Visit www.ups.com to enter the tracking number and check the progress of your shipment. Customize your delivery (ie. leave delivery instructions, change delivery address, receive status updates, sign for a package, etc.) by signing up for UPS My Choice® on their website.


Packages shipped by United States Postal Service (USPS) have limited tracking information. Visit www.usps.com and enter the tracking number to check the progress of your shipment.


If you have not received a shipping confirmation, your order has not been shipped, the email address provided was invalid, or the email was blocked by your spam filter.

Lost, damaged or missing items

If you think your package is lost, first check around the house or business and with neighbors to make sure they didn’t sign in your absence. Then call the carrier or Acryee and request a driver follow-up. UPS loss claims move rather quickly and a delivery signature (if available) can report who signed for the package. If a USPS package is lost, a claim cannot be filed until 21 days after the ship date for US shipments and until 45-60 days for international shipments (per Post Office guidelines).


If damage in shipping has occurred or if items are missing, contact us within 7 days. Save all packaging, without it a claim cannot be made. Inspect the shipping carton for holes, crushed corners, or CLEAR tape (Acryee does not use CLEAR packaging tape). Be prepared to describe the damage in detail. We may request digital photos of the box and its contents to help expedite a claim with the carrier on your behalf.


Once a loss or damage claim is approved, we can resend the order or provide a credit.

Wrong shipping address

Be very careful when entering shipping addresses! If your order has not been shipped we may be able to update the delivery address. Paypal orders will need to be canceled and placed again online. Once an order has been shipped, the delivery address cannot be changed. If the package is going to an address that you are unable to receive the package from contact our office immediately and we will attempt to recall the package for return to Acryee. Upon return, we will refund for the shipment minus return shipping. You can place a new order for goods to be shipped to the proper address at your convenience.

Change or cancel order

We can only make order changes that are made over the phone while in Pending Approval status. Once an order has been sent to the warehouse for processing, it can no longer be modified and/or canceled.


Returns

Return Policy

Items must be received within 30 days of the original ship date. The customer is responsible for return shipping costs to Acryee®. Once Acryee receives and accepts the returned item(s), the customer will receive a full refund on the item(s) less delivery. Unfortunately, Acryee can not reimburse the cost of return shipping.


The item(s) being returned must be in the same condition as was sent, including all packaging and instructions. Any item that has been altered (cut, sewn, marked on, laminated, etc.) will not be refunded. If a package is refused or returned by the carrier, return shipping will be deducted from the amount refunded.


Custom cut fabrics and fabric samples are not eligible for returns.


Please see our Refund Policy Page for more detailed information.

Return process

To return an item, please email or call Customer Service for a return authorization (RA) number. Have the CS# or INV# from your receipt ready when you call!


Be sure to repack your item in the same manner as it was sent. You will be held liable for any items that are broken in return shipping due to improper packaging.


Please include your RA number inside each package. All returns must be received by Acryee within 30 days of the original ship date.


Returns take 5-7 business days to process after we receive them.

International returns

If you are returning an order internationally, you are responsible for shipping, duties, taxes and brokerage fees. Sometimes these charges are invoiced by the carrier well after returns have been processed. We reserve the right to bill these fees even after credits for merchandise are made.


Packages that are refused at delivery outside of the United States will not be accepted by Acryee. If arrangements for payment and delivery are not made within the carrier’s allotted timeframe (often just a few days), such packages are deemed abandoned and are destroyed by customs. If you refuse a package you will not receive the goods and no refund will be made by Acryee. If you wish to return the goods, you must receive the package and then start the return process with a Return Merchandise Authorization (RMA).

Fabrics that can not be returned

Special orders, custom-cut items, less than 3 yard fabric orders, samples, or any item that has been altered in any way (e.g. cut, sewn, marked on, laminated).

Our guarantee

We do our best to satisfy every order and request accurately and completely. If you are not satisfied with your order, please give us a call and we will try to make it right.


Terms & Conditions

Fabric color display

We have made every effort to display the colors and textures of our products as accurately as possible. However, we cannot guarantee 100% accuracy due to color inconsistencies in computer monitors.

Privacy Policy

At Acryee™, we believe in transparency when it comes to our customers’ privacy rights. We take your privacy very seriously and do everything we can to keep your personal information safe and secure. Our Privacy Policy is written in a clear and straightforward manner so that you, our loyal customers, can easily understand what information we collect, why we collect it, and what we do with it.

The Acryee® Promise

Our promise is really quite simple....

 At Acryee we are dedicated to our providing customers with the best value and highest quality outdoor performance canvas ion the world.