FAQ

Frequently Asked Questions (FAQ)

Do you have a catalog?
I can't find an item on your site, can you help?
Do you ship internationally?
Do you accept purchase orders?
I would like to cancel/change my order, how do I do this?
Can I return my purchase?
The item is defective what do I do?
Part of my order showed up, but some of the items were marked DS(dropship), where are they?
Do you carry this, if not can you?
Do you offer training?

We do not have a catalog for a couple of reasons:

1.  The environmental impact (cut trees, toxic inks, waste, etc) on our planet.
2.  We are constantly adding new products and adjusting prices according to current market conditions.  Any printed catalogs would be obsolete by the time we received them back from the printer.

Q: I can't find an item on your site, can you help?

Sure, we would be happy to help you.  One thing you can try is entering the item you are looking for in the search box.  If this doesn't help feel free to call us at 1-888-330-6172 toll-free or email us at emailsgs@specialty-graphics.com to ask about the item.

Q: Do you ship internationally, or can you ship through a freight forwarder?

We ship to Canada only and cannot ship through freight forwarders.  Canadian customers please phone in your order to 1-888-330-6172 toll-free.  Orders are shipped only by UPS.  Canadian customers are responsible for any import taxes and broker fees that may be imposed on the shipment at the time of delivery.

Q: Do you accept purchase orders?

We accept approved purchase orders from local, state and federal government agencies.  POs can be either mailed or faxed to us.  Purchase requisitions will not be accepted.

Q: I would like to cancel or change my order, how do I do this?

Call us at 1-888-330-6172 toll-free as soon as possible.  We process and ship orders quickly so it is important that you contact us with changes or cancelations immediately.

Q: Can I return my purchase?

Your satisfaction with our products and service is our number-one goal.  If after receiving your item you determine that it was not what you expected, simply contact us by phone at 1-888-330-6172  within 30 days of the original item delivery date for a return authorization number and return instructions.  Once we receive the returned item, we will verify the item's condition and issue a refund.   In order to qualify for a full product refund, the item must be returned in like-new resalable condition, in the original retail box with all parts, accessories, etc.  Shipping charges are not refundable.  There is a minimum 20% restocking fee on equipment.  Please read our Return Policy for further details.

Q: The item is defective what do I do?

Simply contact us by phone at 1-888-330-6172 toll-free, and we will help you with any issues to determine if it is defective.  If the item is determined to be defective, we will promptly replace it free.  A shipping call tag will be issued so defective products are returned to us at no charge to you.

Q: Part of my order showed up, but some of the items were marked DS on the packing slip.  Where are they?

DS stands for Drop Ship.  The indicated items were currently out of stock at our warehouse and are being shipped directly from the manufacturer.  Most manufacturers ship within 1-2 business days so you should receive dropshipped items in a timely manner.

Q: I am looking for an item that you don't currently carry.  Can you start stocking it?

If you are unsure if we carry an item you can enter it into the search box and see if you can find it first.  If we end up not having it and would like us to carry it, email us at emailsgs@specialty-graphics.com and let us know about the item.

Q: Do you offer training?

We offer telephone assistance, online tutorial videos and local hands on training.  Video training can be found in our Video Training Center.  If you are located in the Chicago metro area and would like hands on training, please call us at 1-888-330-6172 to set up a training session appointment.