Customer Care FAQ
- Do you ship to international customers?
- I'm an international customer but have a U.S. shipping address; does the minimum apply?
- Do you ship to Military Bases using their APO and FPO addresses?
- Do you ship to individuals using their APO and FPO addresses?
- Do you ship to Guam?
- If I exit my cart will the information be lost?
- My quantities keep reverting back to one. How do I change my order quantity?
- How do I set up an account with Nashville Wraps®?
- Can I change my order after I submit it or after it invoices?
- I need a copy of my invoice. How do I get it?
- Do you process an online order more quickly than an order placed by telephone?
- How do I change my mailing address?
- Was I charged for my backordered item?
- Will I be notified when my backorder ships?
- Will I be charged extra shipping on my backorder?
- Do you offer blind shipments?
- Why did you discontinue an item?
- Will my hair dryer work for the shrink film?
- What is a cutter box?
- Can I buy smaller quantities than the unit packs?
- Do you send samples?
- How do I make a return?
Do you ship to international customers?
Yes, we ship to most but not all countries. Orders are transacted in U.S. dollars via a major credit card. After receiving your order detailed with stock numbers, respective quantities, and complete billing and shipping information, we quote the product total, estimate shipping costs and make arrangements for delivery. The total invoice including shipping will be charged in advance.
FedEx International Economy freight charges will apply and a $300 USD in-stock merchandise minimum order is required for international shipments. If interested, please email us here.
I'm an international customer but have a U.S. address; does the minimum apply?
The international order requirement does not apply; however, orders under $25 in stock product are assessed a $5.00 service charge. See our Terms and Ordering Information page for other relative information.
Using your U.S. address you may sign up as a new customer here. After providing the required information, your account will be available to accept orders. For more information, please visit our Terms and Ordering Information page , or call 800-547-9727 between 8:00 a.m. and 5:00 p.m. Central Time, Monday through Friday.
Do you ship to Military Bases using their APO and FPO addresses?
Yes, we do ship to APO/FPO military addresses. There is a $50 minimum order in stock merchandise.
After receiving your order detailed with stock numbers and respective quantities, we quote the product total, estimate shipping charges, and make arrangements for USPS Priority Mail delivery. The total invoice including shipping will be charged in advance. Also see individuals using their APO/FPO addresses.
Do you ship to individuals using their APO and FPO addresses?
Yes, we do ship to individuals using their APO/FPO addresses ordering a minimum of $300 (negotiable) in stock merchandise. To avoid the minimum, you might consider having your order sent to a friend or relative located in the States.
The USPS requires customs forms when sending to an APO/FPO address making this a manual operation versus processing in our fully automated distribution centers. After receiving your order detailed with stock numbers and respective quantities, we can quote the product total, estimate shipping charges, and make arrangements for USPS Priority Mail delivery. The total invoice including shipping will be charged in advance. Please include your complete shipping address with your reply.
Do you ship to Guam?
Yes we ship to Guam via USPS.
If I exit my cart will the information be lost?
Information in your cart is retained for a period of 30 calendar days before it is deleted automatically.
My quantities keep reverting back to one. How do I change my order quantity?
It is necessary to click "Update" after changes are made to order quantities and before moving to another page or submitting your order. Entry fields do not accept changes without confirmation and will revert back to the default quantity of one.
How do I set up an account with Nashville Wraps®?
Click this link to sign up as a new customer. After providing the required information your account will be available to accept orders. If you have ever ordered from us or have received our catalog, you have an account and should not create a duplicate account. To retrieve your login information, or if you need additional assistance, please do not hesitate to call 800-547-9727 between 8:00 AM and 5:00 PM Central Time, Monday through Friday. One of our sales team will be pleased to help you.
Can I change my order after I submit it or after it invoices?
You may contact us. If your order has not yet invoiced, you will be able to make changes; however, since orders process very quickly, it is often too late to make changes. Our fulfillment centers are fully automated, and when your order invoices it is merged with many other orders on multiple conveyors. Quick invoicing is necessary to reach our goal of shipping within 24-48 hours (excluding weekends). Orders usually invoice within 30 minutes of being submitted. If they are submitted after 3:00 pm CST they will invoice by 6:00 am CST on the next business day.
I need a copy of my invoice. How do I get it?
You may view or print copies of your orders from your account on our website. After logging in using your email address and case sensitive password, just double click on the desired order date. This will display the order detail. You may print using your browser print commands.
Do you process an online order more quickly than an order placed by telephone?
There is no difference. We do recommend that new customers call in your first few orders. Our agents can give you guidance on things you might otherwise miss, such as quantity price breaks and general product knowledge.
How do I change my mailing address?
To change your mailing address online, click here. A successful log in will take you to the My Account tab; click "Edit Information" then after making your changes drop to the bottom of that edit page and click "Submit Changes."
If you have a problem, please call customer service at 800-547-9727 Monday-Friday 8:00 a.m. to 5:00 PM CST. We are here to help you.
What will my shipping/freight charges be?
Shipping charges are determined at the time of order input and are based on the total weight of the products (actual or dimensional) in the order, the shipping address, and whether the address is located in a commercial or residential delivery area. All shipments are based on Dimensional Weight of the merchandise, which may be more that actual weight. When ordering online or by telephone, you'll be informed of exact freight and handling charges before the order is submitted.
Do you offer free freight?
A simple and affordable $25 flat rate shipping charge applies on normal stock merchandise totaling from $175 through $324 and shipping inside the contiguous United States via ground service; afterwards we offer a 15% SHIPPING ALLOWANCE on stock orders of $325 and up. The 15% shipping "allowance" should cover the majority of qualifying orders without any additional costs of shipping. However, it is possible especially when ordering heavy and/or dimensional products that the order would exceed the 15% shipping allowance (which is a generous percentage of the order value) and you may be asked to pay some small portion of the shipping. Orders under $175 receive our low shipping rates with FedEx Ground which incorporate our volume discounts. Expedited shipping services and/or other carriers are available at normal rates, contact customer service for help.
All orders, even those with flat rate shipping or shipping allowances are subject to a nominal handling fee. Residential addresses incur the normal residential delivery surcharge of $2.75 per carton in addition to any shipping charges including flat rate or shipping allowance. Flat Rate and Shipping Allowance orders are sent via our choice of carrier but typically FedEx Ground. Printed, Special Order or Custom Quoted products do not qualify for flat rate or shipping allowances.
Can I use my shipper account for my order?
Our fulfillment operation is fully automated and does not include an option for third party carrier accounts. Freight charged on your order is determined by total weight before your order goes to the fulfillment process. And the packaging is determined by several factors including bin availability at the time the item(s) is picked.
I removed items from my cart, but my freight amount went up instead of down. Why?
This scenario indicates your order had been 100 or more lbs. in weight allowing it to take advantage of the 100 lb. reduced rate tables. When you removed items, the weight dropped below 100 lbs. taking the freight back to the higher rate tables. This happens just over and just under the 100 lb. mark.
How quickly will I receive my order?
Most stock orders are shipping within 24-48 hours - excluding weekends, holidays and pending payment approval. Please note that during peak seasons (generally September through December), additional time may be required to ship your order. Most national carriers are experiencing delays out of our control. We’ve also experienced some slight delays due to COVID staffing issues and supply chain shortages. Please plan accordingly.
We ship via FedEx and UPS. Lightweight items under 11 ounces may ship via USPS 1st class. If USPS is chosen or an item diverts to USPS, it will arrive 3 or more business days later than other in-stock items in your order. FedEx and UPS’ delivery standards are to deliver your order within 1-5 business days after it leaves our facility.
For transit time to your state, please click on the delivery map shown with every product. Add 3 to 5 business days for fulfillment of items that are notated “ships factory direct” or a similar phrase. The timeframes are Monday-Friday for commercial delivery zones. Please note - carriers are experiencing delays due to COVID.
Please call 800-547-9727 for questions regarding expedited delivery choices or residential delivery zone deliveries.
Do you offer expedited shipping?
Yes we do. On the checkout page, look under Ship Methods and click the down arrow to view all the shipping methods and respective quotes for your order. A thorough review of your checkout page before submitting will help prevent unwanted services and charges.
Expedited shipping is valid only for "in stock" items, not for items marked "available" as those items are drop shipped directly from different locations.
Pricing & Discounts
Are your prices wholesale?
Our website and catalog prices are wholesale.
How much is your nominal handling fee?
The handling fee averages less than 1% and is added to the order at checkout.
Do you offer discounts?
Some products have discounts for quantity, and often similar products will combine together to achieve the discount. For instance, we stock many colors and sizes of raffia ribbon, but any combination of sizes and colors will combine to achieve a quantity break. As you add products to your cart and a price break is achieved, the cart will re-calculate the prices of qualifying products accordingly. Product-level quantity price breaks (where available) are shown online & on the product detail page.
Do you have a minimum order?
Orders under $25 in stock merchandise would be accessed a $5.00 service charge.
Backordered ItemsDue to supply chain shortages and disruptions and delays with transportation, many of our items cannot be back-ordered. We expect this situation to affect our inventory levels through the end of 2021 and potentially into 2022. We have a wide variety of substitute products and encourage you to select an alternative product to ensure availability. We apologize for any inconvenience.
Was I charged for my backordered item?
If an item is available for backorder, you are not charged for any item until it has invoiced and shipped. Expected arrival dates are the manufacturer's estimated date. Our normal procedure is to ship all backordered items at the same time. Your backorder should arrive in 3-7 business days (we ship from Tennessee) after it is available to us.
Will I be notified when my backorder ships?
Yes, if you have provided us with your current email address and opted in for email notices of shipments.
Will I be charged extra shipping on my backorder?
Total freight costs are calculated before your order is submitted. For items that are available for backorder, you will not pay additional shipping costs beyond your original freight charge. Our normal procedure is to ship all backordered items at the same time, occasionally holding items until your complete order is ready to ship. You are not charged for any item until it has invoiced and shipped.
Do you offer blind shipments?
Yes, we do have a blind shipment option available. You sell it, we ship it! Clicking the Blind Shipment box on our checkout page allows you to sell Nashville Wraps products without revealing our name as shipper when we send directly to your customer. The shipping label has your name and address in the "From" section and there are no prices or Nashville Wraps identification on the packing list. We make a generic statement on the packing list as follows: "This order has been fulfilled from a central distribution center. For returns or problems please contact your vendor." Please keep in mind that although there is no Nashville Wraps identification on the shipping documentation, our logo or name could be printed on the products or product boxes. This is presently not within our capabilities to remove. Also Nashville Wraps can only guarantee blind shipment from our central distribution center. Products we designate as shipping from other locations are not compatible with our blind shipment rules and software and therefore are likely to have Nashville Wraps in the "From" address and a revealing packing list.
Why did you discontinue an item?
When an item has been discontinued or closed out, it either is not popular enough or our supplier no longer manufactures the item. If the item is popular, our purchasing department searches for a new supplier and if found, you will see that item return to inventory. It may be possible to "special order", so if interested please call 800-547-9727, Monday through Friday, 8:00 a.m. to 5:00 p.m. CST.
Will my hair dryer work for the shrink film?
A hair dryer isn't made for this purpose. A hair dryer may take longer to shrink the wrap, and depending on how often it's used, may prematurely burn out. Please consider our Professional Heat Gun w/Variable Heat Settings for your shrink wrapping needs.
What is a cutter box?
Cutter Box is a term used for the smaller 85' and 100' rolls of gift wrap. Often the roll is shipped in a dispenser box.
Can I buy smaller quantities than the unit packs?
We have expanded our offering of products in smaller packs to help our customers control their inventory, try new products or increase their product selection. Products available in smaller quantities are indicated with SMALL PACK on the website.
Do you send samples?
We do sample some but not all of our products for a nominal fee of $15.00. Please contact our Customer Care Department at 1-800-547-9727 for details.
How do I make a return?
Not all product returns to the same location so it is necessary to call 800-547-9727 or email us for a return authorization. You may return product via your carrier service choice.
The product must be received here in its original packaging and in new condition. Please do not mark on the carton but do attach a packing list on the outside of the carton. For full product credit, return within 30 days of the invoice date. We accept returns within 90 days, applying a 15% ($10 minimum) restocking fee during the 31- to 90-day return period.
Credit is written to the original method of payment. Retain your tracking numbers for the returned merchandise until your credit has been issued. If the total dollar value of the returned items causes the original order amount to drop below the qualifying reduced freight and/or volume discount amount, freight saved and/or discount will be deducted from the refund.