Frequently Asked Questions

1. How do I become a customer of American Paper & Twine? How do I setup an account?
Please contact a customer service representative in your area to discuss your individual business needs, products, pricing and availability, and a representative will be happy to assist you with any questions.  To complete a credit 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, Southwest Virginia and Western North Carolina.
3. Can I call in and pick up my order?
Yes. Will call is available Monday through Friday - 7:30 a.m. through 4:15 p.m.
4. How do I register as an online customer?
Before you can order online, you must first become an American Paper & Twine Co. customer by filling out a Credit Application. Once your application has been approved you will receive information as to how to login to your online account. If you prefer, you may contact Customer Service at (615) 350-9000.
5. How do I return merchandise?
ShopAPT users may request a return online by visiting the "My Account" and selecting "Orders". Once selected click on the desired order, and you will see the "Order Detail" 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 a customer service 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 AOPD and 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 APT 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 Customer Service at (615) 350-9000 for more information.
10. How can I get a sales representative assigned to my account?
Please contact customer service 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 customer service at (615) 350-9000. If wish to request an online account and are an APT customer, please Click Here.
12. How can I place an order?
Orders can be placed online 24 hours a day, everyday 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. central time. Orders placed after 4:30 p.m., will be processed 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 Co. customer and have an 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 login to your account. Once you have logged in, go to My Account in the main navigation bar and choose "Orders". 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 Customer Service at (615) 350-9000.
15. Why does the website look bad on my computer?

We support the following desktop browsers. If you are not using one of these browsers, please download a new browser from any of the sites below. If you elect not to upgrade your desktop browser, your experience may not be optimal, or you may not be able to use certain tools on our website. In addition to using a supported browser, we recommend that you enable JavaScript for optimal interaction on our website.


Desktop Browser


Supported Version(s)

Microsoft® Internet ExplorerTM

9.x – 11.x
(IE 11 preferred)

Mozilla Firefox

10 or Higher

Apple® SafariTM


Google® ChromeTM

13.x or Higher

16. I just upgraded to Internet Explorer 11, and now I cannot log in.

There is a compatibility issue with Internet Explorer 11 that can be fixed with a change to the Compatibility View Settings. CLICK HERE for instructions to update this setting. 


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 to our service, 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.


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