Frequently Asked Questions

1. Contact Information
2. Do you have a catalog?
3. How do I begin my order on-line?
4. Is it safe to order on-line?
5. What should I expect to happen once I place an order on-line?
6. What happens after I place my order and I change my mind and want to add additional items to my order?
7. How will I know if my order was received and is being processed?
8. When should I expect to receive my order?
9. Where is my order?
10. Will I get charged sales tax?
11. What happens if I live in a rural area or have a post office box or an APO/FPO address?
12. Which credit cards do you accept?
13. Privacy Policy
14. Resellers and Retailers:
15. How do I return an item?
16. Do you accept international orders?
17. I live in Canada, what happens to customs?
18. Why isn't my browser working with your site?
19. Why is my order empty?
20. Will you sell my name to mailing list companies?
21. How long has the MacrameSuperStore been in business?
22. Why use macramé products from the MacrameSuperStore?
23. I just completed a chair and it's a new pattern. Can I send you a picture?
24. I have a question which was not answered here. How can you help me?

Answers...

1. Contact Information

   MacrameSuperStore Headquarters
   c/o Pepperell Braiding Company (Manufacturing Since 1917)
   22 Lowell Street
   Pepperell, MA 01463
   Tel: 800-343-8114 ext 10 (Toll Free USA) EST 
   Tel: 978-433-2133 ext 10 EST
   Fax: 978-433-9048 "Multiple Machines Always On" (Secure Fax)
   via Email 
   
   MacrameSuperStore
   Pepperell Braiding Company
   C/O Customer Returns
   548 High Street
   Bradford, PA 16701

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2. Do you have a catalog?

   Yes we do. You may put in a request for a catalog by giving us a call, email, or with our "Contact Us" feature. Please include your name and address when you make the request, so that we may have a catalog ready for you as soon as possible.
   

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3. How do I begin my order on-line?

   We want to make it as easy as possible for you to order on-line. When starting to shop, simply select a product category from the Home Page and follow the instructions from there. You can also order by phone using our toll free number 1-800-343-8114 ext 10, Monday - Friday 8am - 5pm EST., by fax at 978-433-9048 or by mail to MacrameSuperStore, Pepperell, Massachusetts, 01463.

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4. Is it safe to order on-line?

   We encrypt your personal information to prevent unauthorized parties from reading any information that you send to us. If you feel more comfortable, you can always call in your order. We do not sell consumer data. If you are concerned about leaving your credit card information online, our web site now offers us to take your credit information over the phone. Upon check out, make note that the credit card information will be sent to us by phone. Please call 1-800-343-8114 ext 10, Monday-Friday, 8 a.m. - 5 p.m. EST.

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5. What should I expect to happen once I place an order on-line?

   When your order is received, it is usually documented within 24 hours. Allow 7-10 days for product to leave the factory. All orders placed between Friday-Sunday will be documented the next business day.
   

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6. What happens after I place my order and I change my mind and want to add additional items to my order?

   Your order will be revised to reflect your changes. This may delay delivery by a day or two. If the order is modified after the items are shipped, the changes will be sent separately, and you will be responsible for the additional shipping.
   

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7. How will I know if my order was received and is being processed?

   The new shopping cart automatically sends you a confirmation notice including product price, tax if applicable and shipping cost. Orders should be processed within 24 hours, unless the order is placed on the weekend.

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8. When should I expect to receive my order?

   We ship orders by FedEx ground or Priority mail from the MacrameSuperStore manufacturing plant in Pennsylvania. For expedited shipping, please call in your orders directly to specify shipping instructions.  Allow 7-10 days for product to leave the factory. We reserve the right to select other shippers or cancel any order that may present difficulty in determining an effective method of delivering the goods.
   

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9. Where is my order?

   You may wish to track your order. To do this, please contact us by email, phone, or fax, with your contact information. We will track down your order to give you a stutus, and give you a FedEx tracking number, so that you may check on your order at your convience.
   

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10. Will I get charged sales tax?

    We currently have manufacturing reps in 10 States throughout the US  (WA, CA, NV, MN, MI, OH, PA, NY, MA, and NJ). Since we have a "presence" in those locations we are required to collect sales tax. If you or your company are tax exempt, our accountants require a copy of the tax exemption certificate, in order to omit the tax from orders. The shopping cart will indicate if you are in a taxable State.

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11. What happens if I live in a rural area or have a post office box or an APO/FPO address?

    Unfortunately, FedEx cannot ship to a post office box. We ask that our customers provide us with their home address, for shipping purposes. If you prefer to have your order sent to a PO BOX, we will ship your package by Priority Mail. Please contact the store by phone in order to request this option.
    

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12. Which credit cards do you accept?

    We accept MasterCard, Visa, American Express, and Discover cards. We also accept Pay Pal, money orders and personal checks. Money orders and personal checks should be made payable to: 
    MacrameSuperStore 
    c/o Pepperell Braiding Company
    22 Lowell Street
    Pepperell, MA 01463.
    

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13. Privacy Policy

    We do not sell, lend or lease any consumer data to third parties.
    

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14. Resellers and Retailers:

    Before we will release any pricing information, we require that you fax a business license ( i.e., state resale certificate) and any state tax exemption form for proof of business. Fax (attention to Samantha) to: 978-433-9048. Requests for information are best done by fax. Please include: a contact name, company name, address, telephone number, and a fax number (if available,) in your cover letter. We charge a $10 handling fee for wholesale orders under $100.

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15. How do I return an item?

    We strive to offer you the best of macrame products. If you are not satisfied with an item simply return it for a refund or exchange within 30 days after purchase. There is a 20% restocking fee for all returns and exchanges. Please allow up to 14 business days from the day you return your package for a credit or exchange to be made. Send your prepaid package along with the packing list to the address below. If you no longer have the packing list please include your name, phone number, address and description of item. Returned goods must be returned in good condition and include the invoice. A brief explanation of why you are returning the goods would be appreciated.
    
    Send returns to:
    
    Pepperell Braiding Company
    C/O Customer Returns
    548 High Street
    Bradford, PA 16701

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16. Do you accept international orders?

    Yes, the MacrameSuperStore accepts orders from outside of the U.S., but at this time only by phone or by fax. All international orders must be prepaid with a credit card or money order. We will search the least expensive method to ship your items and we will e-mail you with the shipping charges. We will hold your order until we receive approval from you.

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17. I live in Canada, what happens to customs?

    We ship FOB from Bradford, PA. The shipping rate we charge does not include tariffs, taxes and custom fees applicable to Canadian law.
    

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18. Why isn't my browser working with your site?

    This web site uses JavaScript. You must have scripting "enabled".
    

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19. Why is my order empty?

    Your browser must be JavaScript enabled for the shopping cart to work. Feel free to call us at 800-343-8114 ext 10 or fax to 978-433-9048 to place your order.
    

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20. Will you sell my name to mailing list companies?

    We are committed to protecting your privacy. We do not sell, trade, or rent your personal information to others. We use the information we collect to process orders and to provide the best shopping experience possible. We do not profile our customers. 
    

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21. How long has the MacrameSuperStore been in business?

    The MacrameSuperStore is a division of Pepperell Braiding Company which has been in business offering quality products since 1917. We are a specialist in textile and plastics manufacturing.
    

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22. Why use macramé products from the MacrameSuperStore?

    The MacrameSuperStore offers more than 1,000 items relating to macramé all under one roof. We believe there are no finer macramé cords available in as many colors, combinations, styles and sizes as we proudly offer. We have also assembled the finest and most complete selection of accessories to complement our assortment of cords.

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23. I just completed a chair and it's a new pattern. Can I send you a picture?

    Absolutely!! If we decide to use your pattern and chair as a project of the month we will feature it on the MacrameSuperStore. Show us your products; we love to see what our customers have come up with!
    

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24. I have a question which was not answered here. How can you help me?

    We recieve a lot of questions from our macrame customers, ranging from macrame techniques, to web site concerns. We now have a feature on our site which allows our customers to ask us questions, without having to call. Go to our "Contact Us" page, located under "Customer Service" catagory, in the far left column. We prefer to answer your questions through email, so please double check that your contact information is accurate. If you are asking to make a catalog request, please make a note of your name and address in the comment section. If you choose to leave your phone number, please note that we will NOT sell your number to any third parties. We ask you this information, just in case we cannot contact you through email.

     

     

     

    Copyright 2006  All Rights Reserved.
    Contact Us via Email
    MacrameSuperStore is part of Pepperell Braiding Company
    Textile Specialist Since 1917
    Call Toll Free 800-343-8114 USA  Extension 10
    Tel: 978-433-2133 Extension 10 (Global)
    Fax: 978-433-9048 
    Standard "Print First" Then Fax Order Form

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