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Shopping Information

Can I order by telephone?
May I order catalog items online?
How can I find out the status of an order placed online?
Where else can I find your products?
How long will it take to receive my order?
Does True Fabrications donate products to non-profits or charities?
Can I make a change or cancel my order?
Can I purchase or redeem gift certificates online?
Can I gift wrap items in my order?
What forms of payment are accepted for online purchases?

Can I customize items?
When will I receive a catalog?


Shipping Information

What shipping options are available?
Do you have any handling or additional surcharges?
What is your policy on products that arrive broken or damaged?
Does True Fabrication ship to Hawaii, Alaska and Puerto Rico?
Do you ship to Canada?
Can orders be shipped to a P.O. box?


Security Information

What is your privacy policy?
When I submit credit card information online, is it secure?
Does True Fabrications sell or rent my email address to other companies?
When can I reach to the company office by phone?
I forgot my password. How can I log onto my account?


Return and Exchange Policy:

Standard terms and conditions of sale.
How we handle damages, returns & exchanges.
Return Authorization Form.

 

 

SHOPPING INFORMATION

Can I order by telephone?

You can always place your order by telephone. Call 1.800.750.8783 or 206.624.3195 for telephone order. Our office operates at 8:00am-5:00pm Pacific Standard Time through Monday to Friday.  If you’re an existing wholesale customer, you can also order by emailing your customer service representative or by ordering online. 

May I order catalog items online?

You may order any catalog items online. Enter the item number in the search box on our site or by using the quickorder feature.   If you are wholesale and log in to wholesale, you may also view the catalog online.

How can I find out the status of an order placed online?

Once your order is shipped, you will receive an email with your invoice and Fedex tracking number inside.   To find when the products will be delivered, simply copy and paste the Fedex tracking number into www.google.com for an estimated arrival date.  

If you have not received an email with your tracking and billing information, please email us at consumer@truefabrications.com to receive this information.

Where else can I find your products?

True Fabrications sells its products in over 5000 retail wine stores, wineries, and grocery stores.   If you cannot find our products in your local store, you can always order online or suggest we contact your local store by by emailing us at consumer@truefabrications.com

How long will it take to receive my order?

It typically takes 24-48 hours for your order to ship.  We ship using Fedex Ground services from Seattle, WA.   It typically takes 3-7 business days for your products to arrive to your location.  For expedited services, please make sure you call us at 800-750-8783.

Does True Fabrications donate products to non-profits or charities?

We do often donate our products to local (Seattle, WA) charity events.  If you are a local charity, please contact us at consumer@truefabrications.com.   You will need to come pick up products from our warehouse.

We also offer charities and non-profits heavily discounted products if you are not local.  Please contact us with the item and quantity you are interested in along with a short description of your event and charity.

Can I make a change or cancel my order?

To change or cancel your order, please contact us at consumer@truefabrications.com within 24 hours of your order to make any changes or cancelations.

Can I purchase or redeem gift certificates online?

Unfortunately, at this time, we do not offer gift certificates for our products.  However, you can find our products in over 5000 retailers where you can possibly purchase gift certificates from those individual stores.

Can I gift wrap items in my order?

We do not currently offer gift wrapping or gift notes with our orders.

What forms of payment are accepted for online purchases?

We accept all major credit card for online purchase. If you are a wholesale, you can also use a check or electric check if you have been approved for terms.

Can I customize items?

You can customize products with your name or logo on many of our items.  We do have minimums and setup charges depending on the item.  For more information please email custom@truefabrications.com with the item number, units desired, and your logo in a high resolution format. 

When will I receive a catalog?

True Fabrications creates catalogs only for wholesale and retail customers.   If you are have ordered from us in the past you will automatically receive these catalogs as they are produced.  If your address changes or you are a new buyer, please contact us to update your information.

 

SHIPPING INFORMATION

What shipping options are available?

We currently ship all of our orders using Fedex Ground Services which takes 6-9 business days to arrive depending on your distance from Seattle, WA.  For expedited orders, you will need to contact us at 800-750-8783.   If you would like to use your own shipping account number or information, please also contact us.

Do you have any handling or additional surcharges?

We do not have any other charges other than basic shipping charges. 

What is your policy on products that arrive broken or damaged?

True Fabrications understands that many of our products are fragile and may be damaged in transit. In such cases, please contact us at 1.800.750.8783 or 206.624.3195 8:00am-5:00pm Pacific Standard Time, Monday-Friday and a customer service representative will assist you in exchanging and replacing those items.

Does True Fabrication ship to Hawaii, Alaska and Puerto Rico?

We do ship items to Hawaii, Alaska, and Puerto Rico.

Do you ship to Canada?

We currently only ship to the US unless you are a retail/wholesale customer.  

Can orders be shipped to a P.O. box?

We cannot currently ship to PO boxes as we use Fedex Ground Services.  You must provide a physical address for delivery.


SECURITY INFORMATION

What is your privacy policy?
Please review our Privacy Policy by clicking here.

When I submit credit card information online, is it secure?
True Fabrications commits to protect our customer personal information.  Our website is secured using the https protocol.   

Does True Fabrications sell or rent my email address to other companies?
True Fabrications does not sell or rent our customer email address to other companies. We protect your personal information.

When can I reach to the company office by phone?
Our office operates during 8:00am-5:00pm Pacific Standard Time, through Monday-Friday.

I forgot my password. How can I log onto my account?
If you have forgotten your password, click here or click “Forgot Password” link below the log in section. After you type your email address and click “Email Me”, you will receive your password shortly after.  Make sure to check your SPAM folder if you do not see an email from True Fabrications within 5 minutes.



TERMS & CONDITIONS OF SALE:

Read our complete list of terms and conditions of sale. 


RETURN AND EXCHANGE POLICY:


Damages:
If you receive an item that was damaged in transit please let us know within 10 days of the receipt of the item for an exchange or return.   Please keep the item(s) for 10 business days for possible inspection or pickup by our carrier. After 10 business days simply dispose of the item(s). Note: You must report a damage claim within 10 business days of delivery, any damage claim after that point will not be replaced. 

Please note that it takes 5 business days to process the exchange once they arrive at our Damages Center. 

Returns:
You may return new, unopened items within 30 days of delivery for a full credit. All merchandise must be returned in new condition with all original boxes, packing material, documentation, and instructions and must be able to be resold. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). Please note you may be charged for shipping and any applicable restocking fees on returned orders. This includes the cost of free shipping; items returned that had been shipped for free will be refunded for the price of the merchandise excluding the actual shipping cost.

Please note that it may take up to 10 business days to process returns once they arrive at our Returns Center.


Exchanges:
If you received a faulty item and need to exchange it for the same item, contact us to request an exchange. If you would like to exchange an item for a different item, please return the original item. Please return the item to our address below. Shipping cost is the responsibility of the customer. Additional shipping charges will apply.

Please note that it takes 3 to 5 business days to process the exchange once they arrive at our Returns Center.

Defective Items:
If you discover what you believe is a product defect please contact us at consumer@truefabrications.com. Products deemed defective within 30 days of delivery can be exchanged for a non-defective item. Defective items can also be returned for a refund within 30 days of delivery at your expense.

 

Return Authorization Form

If you have placed an order and need to claim a damaged product or return a product, please let us know by filling out our return authorization form.


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