Faq

Find answers to frequently asked questions about online and in-store shopping. If you can’t find the answer to your question, feel free to contact our customer service.

ONLINE VS IN STORE 
ARE PRODUCTS FOUND IN STORE ALL AVAILABLE ONLINE?

No. Products found online may vary from those in store. It can also vary from one store to another.

ARE PRICES THE SAME IN STORE AND ONLINE?

Yes, with the exception of some promotions that may only apply in store or online.

ONLINE PURCHASE
HOW CAN I CONTACT CUSTOMER SERVICE ABOUT ONLINE ORDERS?

For any questions or comments about online orders or our website, contact us by email at support@thefabricclub.ca. We will reply as soon as possible, Monday to Friday.

WHAT IS THE DIFFERENCE BETWEEN MAKING A PURCHASE AS A GUEST OR USING AN ACCOUNT?

With a Club Tissus online account, you have access to your history. It makes tracking orders easier and allows you to review later on. If you are a Club Tissus member, you must have an online account to access member discounts as your infos-membre are directly linked.

WHICH METHODS OF PAYMENT ARE ACCEPTED?

We accept Visa, Mastercard and PayPal.

WHEN WILL MY PURCHASE BE CHARGED TO MY CREDIT CARD?

Once the transaction is processed and you have received a confirmation number, the amount will be charged to your credit card.

CAN I MODIFY OR CANCEL AN ORDER THAT HAS ALREADY BEEN PLACED?

No. Orders processed online cannot be modified or cancelled.

I SEE ON MY INVOICE THAT I’M BEING CHARGED THE REGULAR PRICE EVEN THOUGH I’M A MEMBER. WHY?

There are three explanations possible:

1. To have access to your member discount online, you must be connected to your account when placing an order. Otherwise, you will be charged regular price.

2. If you are connected to your online account, but the member discount does not appear, your information may not be associated to your account. To fix the problem, write us at support@thefabricclub.ca and we will correct the situation as soon as possible.

3. Your subscription has expired. In that case, just add a renewal to your cart. You can purchase a renewal HERE.

IN-STORE PURCHASE
CAN WE KNOW IN-STORE AVAILABILITY OF A PRODUCT BY BROWSING THROUGH THE WEBSITE?

No. The merchandise shown on the website is only available for online purchase.

PRODUCTS
I HAVE SEEN AN ITEM IN STORE THAT DOES NOT APPEAR ONLINE. CAN I ORDER AND HAVE IT SHIPPED?

No. Shipping is available exclusively on products found on our website.

PRODUCTS

If you don’t understand some terms or product names, we suggest referring to our lexicon.

I HAVE SEEN AN ITEM ONLINE, BUT I CAN’T FIND IT ANYMORE. WHY?

Products that are out of stock and will no longer be available don’t appear on our website. Products that are to be renewed at a later date are always visible and marked as out of stock.

CAN I GET A FABRIC SAMPLE?

We do not have a sampling program, but you can always order the minimum amount (usually 25 cm). This will allow you to feel the fabric and make an informed decision: colour, weight, draping, thickness, etc.

SHIPPING & ORDER TRACKING
WHAT ARE THE SHIPPING FEES?

We ship in Canada exclusively, and flat fees are charged depending on your province or region.

Quebec and Ontario: $9

Other provinces: $12

Remote areas: $50

An overweight fee may apply to some items. Those are identified as such and the fee will be applied to the shopping cart.

WHAT IS THE DELIVERY TIME?

We process orders within 2 to 5 working days (Monday to Friday) and ship via Canada Post.

HOW CAN I TRACK MY PARCEL?

When your parcel will be ready for shipping, you will receive a confirmation with a tracking number. You can then track your parcel on the Canada Post website by clicking here: https://www.canadapost.ca/track-reperage/en - /home

CAN I MAKE A PURCHASE ONLINE AND PICK IT UP IN STORE?

No. Online orders can only be shipped.

CAN I HAVE MY PARCEL SHIPPED TO THE UNITED STATES OR INTERNATIONALLY?

No, we only deliver in Canada.

CAN I SELECT AN EXPEDITED DELIVERY?

All our orders are shipped via Canada Post Expedited Parcel.

CAN I HAVE MY PARCEL DELIVERED TO ANOTHER ADDRESS THAN THE BILLING ADDRESS?

Yes, absolutely! Just select Deliver to another address when checking out, and enter the new address.

RETURN – ONLINE
RETURN – ONLINE

To return an item purchased online, click here.

RETURN AND EXCHANGE – IN STORE
RETURN AND EXCHANGE– IN STORE

To return an item purchased online, click here.

MEMBERSHIP CARD
DO I HAVE TO BE A MEMBER TO PURCHASE ONLINE?

No. You will simply pay regular price. Being a member gives you access to exclusive discounts.

AT WHAT POINT DOES A MEMBERSHIP CARD BECOME BENEFICIAL?

Being a member gives you access to 20% to 50% discounts on most products. The card generally becomes profitable starting at $100.

IS MY MEMBERSHIP CARD VALID AT ALL STORES AND ONLINE?

Yes. Your membership card can be used online and at our four locations.

HOW CAN I LINK MY MEMBERSHIP CARD TO PURCHASE ONLINE?

If you are having issues linking your card online, contact our customer service by email at support@thefabricclub.ca.

GIFT CARD
CAN I BUY A CLUB TISSUS GIFT CARD ON THE WEBSITE?

Currently, gift cards are available in store only and cannot be purchased or used online.

CAN I USE A GIFT CERTIFICATE ON THE CLUB TISSUS WEBSITE?

No. Gift certificates are only available and can online be used in store.