Frequently Asked Questions

1. How do I become a customer of American Paper & Twine? How do I setup an account?
Please contact an Account Support Representative in your area to discuss your individual business needs, products, pricing, and availability. Your representative will be happy to assist you with any questions. To complete a new account application online, Click Here.

2. What areas do your distribution centers cover?
Please use our delivery area map by Clicking Here. We currently serve all of Tennessee, all of Arkansas, southern Kentucky, northern Georgia, northern Alabama and northern Mississippi. We also serve portions of southern Missouri, northeast Oklahoma, southwest Virginia and western North Carolina.

3. Can I call in and pick up my order?
Yes. Will Call is available Monday through Friday at all our locations during the times listed below. Please note that there is a $250 minimum for all Will Call orders.

Nashville 8:30am-4:15pm CT
Memphis 8:00am-4:00pm CT
Little Rock 8:00am-4:00pm CT
Muscle Shoals 8:00am-4:00pm CT
Tupelo 8:00am-4:00pm CT
Chattanooga 8:30am to 4:00pm ET
Knoxville 8:30am to 4:00pm ET

4. How do I register as an online customer?
Before you can order online, you must first become an American Paper & Twine customer by filling out a new account application. Once your application has been approved you will receive information about how to login to your online account. If you prefer, you may contact account support at 800.251.2437.

5. How do I return merchandise?
ShopAPT users may request a return online by visiting "My Account" and selecting "Orders & Returns." Select the desired order and you will see the "Order Details" page. Click the "Return Request" (RGA) button and follow the on-screen instructions. Once you have received your RGA, your driver can pick up your merchandise and return it so you can receive your credit. You may also contact an Account Support Representative in your area. Make sure you have your order/invoice number for returns. Drivers are only permitted to accept returned goods with a valid RGA (return goods authorization) form in hand.

6. How will my order be delivered?
In most cases, orders are delivered via our own fleet of company trucks. In some instances, delivery via common carrier is available.

7. How can I buy merchandise from your company if I am outside your region?
Depending on your business needs, we are members of Network Services which allows us to service national accounts outside of our normal delivery area. To view our normal delivery area, Click Here.

8. How will I be billed for my order?
Accounts with credit at AP&T will be invoiced within 24 hours of delivery. We also offer EFT and credit card payments if requested.

9. If I can not find an item in your catalog, can I special order it?
Yes, we often can special order items for your individual business needs including customizable and proprietary items. Please contact your Sales Representative or account support at 800.251.2437 for more information.

10. How can I get a sales representative assigned to my account?
Please contact account support in your area to request a dedicated Sales Representative. Our highly-trained representatives can help evaluate your company's needs, maintain inventory and make product suggestions that best fit your specific needs.

11. What is my username and password for
If you have setup an online account previously, you can request your username and password to be sent to you by calling account support at 800.251.2437. If you wish to request an online account and are an AP&T customer, please Click Here.

12. How can I place an order?
Orders can be placed online 24 hours a day, every day of the year. Orders placed by phone, fax, email or EDI are accepted Monday through Friday between 7:30 a.m. and 5:00 p.m. local time. Orders placed after 4:00 p.m. local time will be processed on the next regular business day.

13. Can I place a will call order online?
Yes, Will Call orders can be placed online. You must first be an American Paper & Twine customer and have a username and password. Then complete your order online and choose "Customer Pick-up" as your shipping method.

14. How can I find out the status of my order?
To check the status of an order, you must first log in to your account. Once you have logged in, go to My Account in the main navigation bar and choose "Orders & Returns.” This will bring up your order history and you can search for the desired order by date, purchase order, ship-to location, order status or order total. If you need additional assistance, please call account support at 800.251.2437.

15. Why does look bad and/or some features do not work on my computer?
We support the following desktop browsers: Microsoft Edge, Safari, Firefox and Chrome. We do not support Internet Explorer. If you elect not to use one of the supported browsers, your experience may not be optimal, or you may not be able to use certain tools on our website. 

PLEASE NOTE: To provide our customers the most effective and secure online access to their accounts, we are continually upgrading our online services. As we add new features and enhancements, older browser versions or internet devices may not support these new standards. Upgrading to a new version will enhance your security and experience on our website.