Frequently Asked Questions (FAQ)
- What is your order cut-off time for same-day shipments?
- Do you accept phone orders?
- Do you offer free shipping?
- My company is sales tax exempt. How do I remove the tax?
- When will I receive my order if I use the FedEx Express Saver shipping option?
- Do you have a catalog?
- What are your business hours?
- Where are you located?
- I can't find an item on your site, can you help?
- Do you ship internationally?
- Do you accept purchase orders?
- Can I change my order?
- Can I return my purchase?
- The item I received is defective, what do I do?
- Part of my order was missing from the shipment, when will I receive the rest of my order?
- Do you carry this? If not, can you?
- Do you offer training?
- What is the shelf life of heat transfer vinyl?
Our company's shipping goal is "If it's in by four it's out the door". If you place your order for an in-stock item by 4:00pm Central (3:00pm on Mondays), we will do our best to ship your order out the same day. This is our company's shipping goal but it's not a guarantee. Occasionally we fall short of our shipping goal during periods of peak demand. Mondays are typically our busiest day as we are processing and shipping orders that were placed during the previous weekend.
Items that are drop shipped (shipped directly from the manufacturer) or special orders typically ship during the next business day.
Please see our our Shipping Information page for more details.
In order to provide our customers with the fastest, most accurate service, all orders need to be placed through our website. Using our website to place and receive orders also helps us to keep our operating costs down which means lower prices for our customers. Online ordering also has the added benefits of improved inventory management and the ability for customers to save shipping addresses and review past orders if an account is registered online.
If you have a product or website question before placing an order, feel free to give us a call during business hours at 1-888-330-6172 and we will be happy to assist you.
We offer free ground shipping everyday for internet orders over $149.00 within the continental USA.
Please see our Free Ground Shipping Details page for more information.
We only charge sales tax for orders shipping to an address within the state of Illinois. If you are business located within the state of Illinois, please click here for more information on setting up your account as sales tax exempt.
FedEx Express Saver shipments will be delivered in 3 business days so it a good option for customers located in areas where ground delivery typically takes 4 or 5 days. Since we are located in the Midwest, most of our customers can expect to receive their order within 1-3 business days using regular ground services.
To review the FedEx and UPS time in transit maps, please see our Shipping Information page.
We do not have a catalog for a couple of reasons:
1. The impact on our environment.
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.
We are open Monday through Friday from 8:30am to 5:00pm Central. Order pick-up hours are 9:00am to 4:00pm Monday through Friday.
We are located at:
3875 Commerce Drive
Saint Charles, IL 60174
One thing you can try is entering the item you are looking for in the Search Keyword box which is located at the top of ever page. If this doesn't help feel free to call us at 1-888-330-6172 during business hours or send us a message through our Contact Page to inquire about the item.
While we do not ship internationally, we can ship your order to any address or freight forwarder located in the USA. The only payment method that is accepted for international orders is by bank wire transfer. There is a $1,000.00 US minimum order for international wire transfers. A $19.00 US wire transfer fee will be added to your order. No credit cards or PayPal payments will be accepted from international customers.
To make an order, please place your order online using the ship-to/freight forwarder address as both the billing and ship-to addresses as our system will not accept an international address. During the checkout process, choose the "Other Payment Method" option and put in the Comments field "international wire transfer". We will then send you an invoice by email with the wire transfer instructions. Your order will be shipped once we receive confirmation from our bank that your wire transfer payment has been received. There are no returns or refunds for international orders. All sales are final.
We accept approved purchase orders from public schools, universities and government entities. We do not offer open terms for commercial accounts. POs can be either mailed or faxed to us. Please call us at 1-888-330-6172 for our fax number. Purchase requisitions will not be accepted.
Order changes, additions or cancellations will not be possible once an order has been packed by our warehouse staff. This usually happens within 10-20 minutes of order submission during business hours. This policy is necessary so we can process and ship all customer orders in a timely manner.
To request a change order, please call us immediately at 1-888-330-6172 or use our Contact Us page.
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. Please review our Return Policy and complete the Return Request form to initiate a return.
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 to have the defective products returned to us at no charge to you.
If something is missing from your order, the first thing to do is check the packing slip that is normally sent along with the shipment. If the item that is missing has a "DS" next to it, the item is being "drop shipped" from the manufacturer. This means that the item is being shipped to you directly from the manufacturer instead of from us. We do this for out of stock or special order items. Most manufacturers ship within 1-2 business days so you should receive drop shipped items in a timely manner.
If the packing list indicates that the item was shipped but you did not receive it, please give us a call at 1-888-330-6172 as soon as possible so we can correct the problem. Shipping errors or omissions need to be reported to us within 30 days of purchase in order to be corrected or adjusted. Sorry, we cannot make corrections after this time.
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, contact us through our Contact Page and let us know about the item.
If you are located in the Chicago metro area and would like hands on training for a purchased product, please call us at 1-888-330-6172 to set up a training session appointment. If a personal training visit is not possible, we offer telephone assistance during regular business hours and online tutorial videos. Video training can be found in our Video Training Center . There are also many free training videos available on web sites such as www.YouTube.com .
Heat transfer vinyl can have an indefinite shelf life depending on how it is stored. The optimal conditions for storage are to keep the materials away from direct sunlight, and in a cool and dry area. Temperature should be below 70° F/ 21° C but above 32° F/ 0° C and humidity should be no more than 50%.