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Customer Service

GENERAL INFORMATION

What is FLAX's approach to customer service?

At FLAX, we’re dedicated to providing the best possible shopping experience, guided by principles we've upheld since 1938:

    • Service – We treat customers the way we’d want to be treated.
    • Selection – As artists and crafters ourselves, we use what we sell and stand by its quality.
    • Price – Honest, everyday low prices. If you find it cheaper elsewhere, we’ll match it.
    • Inspiration – We believe art is for everyone. Our role is to invite participation and spark creativity.

Can I ask for product advice or creative guidance?

Absolutely! Our trained staff is happy to help with product use, applications, and creative ideas. If you’re not able to come in store, just ask FLAX.

Does FLAX offer price matching?

Yes! Our goal is to consistently offer the best selection and the best prices. If you find an identical item being sold for less, we will refund you the difference within 10 days of purchase (receipt required). If you haven’t made the purchase yet, we’ll match the price with proof of the lower price.

To qualify, the item must match in brand and style number. For online price comparisons, the competitor must have the item in stock, and their shipping fees must be included in the price.

Exclusions: Prices based on bundled offers (e.g., “buy one, get one”), as well as prices after rebates, coupons, or discount codes.

~ Voted ”THE BEST” Time and Time Again ~

BUSINESS & EDUCATOR PROGRAMS

Can I make tax-exempt resale purchases?

Yes, but only in-store. You must provide a California Resale Certificate before your first purchase to be exempt from sales tax. Please submit a copy prior to your first purchase.

Does FLAX offer open accounts for businesses and schools?

Yes, eligible businesses and schools can apply for open credit terms (Net 30) and volume discounts. Benefits include personalized service, convenient ordering, and delivery throughout the Bay Area. To apply, submit a FLAX Credit Application and we will contact you upon approval.

What programs does FLAX offer for educators?

Our educational program is designed to provide schools and arts programs with great value while meeting your specific needs. We listen to what teachers want and then present the right materials to support both curriculum and budget. Our goal is to offer value without compromise, ensuring students have a positive experience in your class and a lasting enjoyment of the creative process. Many of the materials available through our educational program are exclusive and not offered online or in-store.

Can FLAX provide a quote for educators?

Absolutely! Email us your supply list, and we’ll provide a personalized quote based on your needs.

 

PAYMENTS

What payment methods does FLAX accept?

    • In-store and online: All major credit/debit cards, Google Pay, and Apple Pay (Apple Pay only works with Safari on Apple devices).
    • Online only: PayPal and PayPal Credit (“Pay Later” option).