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 review our return policy terms and complete the Return Request Form at the bottom of this page within 30 days of purchase. If your request qualifies for a return, a Return Authorization (RA) will be emailed to you within 2 business days.
Once we receive the returned item(s), we will verify the condition and issue either a credit memo (store credit) or process a refund to your credit card or Paypal account. Please note that a restock fee of 10%-20% applies to all returns. In order to qualify for a refund or store credit, the item(s) must be returned in the original factory packaging and in resalable, like-new condition. All parts and accessories must also be included. All returns must be received within 30 days of the Return Authorization issuance date or no credit will be issued.
Customers are responsible for all return shipping costs and the item(s) condition when returned. We highly recommend proper packaging of the item(s) and use of a carrier that offers package tracking and insurance. To take advantage of our great shipping rates, customers can request a Fedex or UPS Ground return shipping label. The cost of the return shipping label will then be deducted from the return credit or refund.
ALL SALES ARE FINAL for the following products:
- All products over 30 days old.
- All vinyl cutters that are wider than 24".
- Used parts and accessories for vinyl cutters and heat presses.
- Partially used vinyl rolls & application tape.
- All software and clip art products.
- All special order items as indicated in the item's description on our web site.
- All special order items and quantities available by phone order only (items not listed on our web site or large quoted quantities).
- All custom cut vinyl rolls less than 15" in width.
- All by the foot vinyl products less than 15 feet in length.
- Orders placed by product resellers.
- All "Bargain Bin" clearance items
Supply Order Returns: 10%-20% Restock Fee Applies
Supplies include, but are not limited to, heat transfer vinyl, sign vinyl, rhinestones, transfer paper, tape, cutter blades, accessories, etc. A 20% restock fee will be deducted from all credit card and PayPal refunds. The restock fee will be reduced to 10% for credit memos (store credits) that can be used against a future order. Packages rejected by the customer at the time of delivery or returned to us by the carrier as "Undeliverable" are also subject to a restock fee.
Equipment Order Returns: 15% Restock Fee Applies
Qualifying vinyl cutters, heat presses, floor stands and laser printers can be returned within 30 days of purchase. A 15% restock fee will apply for all equipment returns. Return shipping charges are not refundable and we will also deduct the original shipping cost that we incurred to ship the order to you under the terms of our Free Shipping Offer. We will also deduct the replacement cost for any used/damaged/missing cutter blades, cutter protection strips, carrier sheets, accessories, etc. Equipment must be returned in new/like-new resalable condition and properly packed in the original factory box(s). If upon inspection we find that the unit has been damaged or misused by the customer, no refund will be issued and the order will be returned to the customer. Packages rejected by the customer at the time of delivery or returned to us by the carrier as "Undeliverable" are also subject to a restock fee.
Original Shipping Charge Deduction - Free Shipping Offer Terms
Depending on the value of the item(s) being returned in relation to the total cost of the original order, we may deduct the original shipping charges that we incurred to ship the order to you under the terms of our Free Shipping Offer. The shipping cost incurred will be listed on the original order invoice. If a shipping cost is not listed, a flat $10.00 fee will be used. The formula used to determine whether the original shipping charges will be deducted is as follows:
Original Order Total minus (-) Returned Item(s) Total = "X"
If "X" = $0-$49.99, the shipping deduction will apply. If "X" = $50.00 or more, the shipping deduction will be waived.
Defective Item Returns:
Defective items 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. After 30 days, defective vinyl cutters, heat presses and printers will need to be returned directly to the manufacturer under the manufacturer's warranty. We can assist you with this process if necessary. If you feel that you received a defective item, please give us a call at 1-888-330-6172 and we will try to troubleshoot the problem over the phone. In some cases, we may ask that some photos be taken of the item and be emailed to us for review. If our staff determines that an item is defective, we will immediately send out a replacement, issue a RA number, and email a return shipping label to you at no cost.
Shipping Error Returns:
As hard as we try to be perfect, packing and shipping errors happen. If you feel that we shipped you the wrong item (or not at all), please give us a call at 1-888-330-6172 and we will try to troubleshoot the problem over the phone. 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.