Your satisfaction with our products and service is our number-one goal. If after receiving your order you determine that an item does not meet your expectations or needs, simply log into your account, find the order, and click the Return Items link within 30 days of purchase. If your request qualifies for a return, you will receive a Return Authorization email within two business days.
If you checked out as a guest, please first create an account, then contact us and we can link your order to that account.
All sales are final for the following products and are not returnable:
- All products over 30 days old based on the delivery date.
- All equipment including vinyl cutters, floor stands, heat presses, printers, and printer/cutters.
- All special order platens for heat presses.
- All opened or partially used laser toner cartridges and drums.
- All opened or partially used ink cartridges
- All partially used rolls of vinyl, application tape, textile foil, and magnetic sheeting.
- All software products
- All instructional books, programs, and color selector guides.
- AlbaChem Vinyl Letter Remover
- All items marked as a "Clearance Sale" item.
- All special order items that ship directly from the manufacturer.
- All custom cut vinyl rolls.
- All vinyl sold by-the-foot that we do not sell in pre-cut sheets.
- All vinyl storage racks
- All reseller and bulk orders
Defective Item Returns:
Defective materials can be returned for even exchange within 30 days of the original item delivery date. For special order items, we will work directly with the manufacturer/distributor on your behalf to arrange the item exchange.
Once the suspect material is received, we will test it accordingly. If our test results show that the material is not defective, we will issue a refund less the cost of the provided return shipping label along with a 10% restock fee for the actual amount of material that was returned less the amount of material used in-house for testing.
All equipment issues fall under the manufacturer's warranty. We will work with you to try to troubleshoot the problem over the phone. If the problem persists, we will provide assistance as a liaison between you and the manufacturer to help facilitate a resolution as quickly as possible.
Restock Fees
Returns requesting a Store Credit will not be charged a restock fee. All returns requesting a refund back to the original payment method will be subject to a 10% restock fee.
Abandoned Curbside Pick Up Orders
Local curbside pickup orders will be considered abandoned if not picked up within 3 business days. Abandoned orders will be cancelled, restocked, and Store Credit will be issued less a 10% restock fee.
Refused Shipments
Standard orders shipped from our warehouse that are refused by the customer at the time of delivery will be subject to the standard 10% restock fee. Special orders shipped directly from the manufacturer are subject to a 25% restock fee or more depending on the manufacturer's policy. In addition, the actual shipping cost that we incurred to ship the order to the customer, and the actual return shipping cost, will be deducted from the refund. Any additional fees imposed by the payment processor will be deducted from the refund as well.
Shipping Costs
Shipping costs are not refundable. Customers are responsible for all return shipping costs and the item(s) condition when received. We highly recommend proper packaging of the item(s) and using a carrier that offers package tracking and insurance. For UPS packages that are refused by the customer at the time of delivery, both the original and return shipping costs will be deducted from the return refund.
Original Shipping Charge Deduction - Free Shipping Offer Terms
If the majority of an order, or entire order, is returned, we may deduct the actual shipping charges incurred to ship the order from the Store Credit or refund under the terms of our Free Shipping Offer. Proof of the actual shipping charges that we incurred from UPS, USPS or a freight carrier will be provided to the customer upon request.
Cancelled Unshipped Drop Ship and Special Orders:
If a cancellation is requested by the customer for an unshipped drop ship or special order, the order can be cancelled and refunded less a 3.5%-7.99% cancellation fee. This fee represents the nonrefundable merchant fee that we were charged by the credit card processor (3.5%), PayPal (3.5%), or Affirm (7.99%). Please refer to our Terms & Conditions page. In addition, any other cancelation fees imposed by the manufacturer will be deducted.
Shipping Errors:
As hard as we try to be accurate 100% of the time, packing and shipping errors happen. If you feel that we shipped you the wrong item, or omitted an item, please give us a call at 1-888-330-6172 for assistance. In some cases, we may ask that some photos be taken of the item in question and be emailed to us for review. If our staff determines that the wrong item was sent, we will immediately send out a replacement, issue a RA number, and email a return shipping label to you at no cost.