At Specialty Graphics Supply, Inc., your satisfaction is our top priority. If you're not completely satisfied with your purchase, we offer an easy return process to help resolve any issues.
How to Request a Return:
- Log into your account and locate the order you wish to return.
- Click on the "Return Items" link within 30 days of purchase.
- If your return request qualifies, you will receive a Return Authorization (RA) email within two business days.
If you checked out as a guest, please create an account and contact us so we can link your order to your new account.
Restock Fees:
- Returns for Store Credit will incur a 10% restock fee.
- Returns for a refund to the original payment method will incur a 20% restock fee.
Free Shipping Cost Deduction:
If the majority, or all of an order is returned, we may deduct the actual shipping charges incurred from the refund or store credit under the terms of our free shipping offer. Proof of the actual shipping costs will be provided upon request.
Return Address:
Once your return is authorized, all returns need to be shipped to:
Specialty Graphics Supply Returns
902 S. Randall Rd. Suite C-310
Saint Charles, IL 60174
Returns cannot be delivered in person.
Non-Returnable Products:
The following items are not eligible for return:
- Products over 30 days old from the delivery date.
- All equipment including vinyl cutters, heat presses, printers, and printer/cutters.
- Special order heat press platens.
- All laser toner cartridges and drums.
- All sublimation, eco-solvent, and direct-to-film ink cartridges.
- Partially used rolls of vinyl, application tape, textile foil, and magnetic sheeting.
- Software products.
- Instructional books, programs, and color selector guides.
- AlbaChem Vinyl Letter Remover.
- Clearance sale items.
- Special order items that ship directly from the manufacturer.
- Custom cut vinyl rolls.
- Vinyl sold by the foot (not in pre-cut sheets).
- Vinyl storage racks.
- Reseller and bulk orders.
Defective Item Returns:
If you receive a damaged or defective product, please contact us directly. We will exchange defective items within 30 days of the original delivery date. For special orders, we will work with the manufacturer to facilitate the exchange.
If returned items are tested and found not to be defective, we will issue a refund minus the return shipping cost and a 20% restock fee, based on the returned amount of material minus any testing usage.
Equipment Issues:
All equipment issues fall under the manufacturer's warranty. We are happy to troubleshoot over the phone, and if the issue persists, we will assist you in working with the manufacturer for a swift resolution.
Refused Shipments:
- Refused standard orders are subject to a 25% restock fee.
- Refused special orders shipped directly from the manufacturer may incur a 25% restock fee or more, depending on the manufacturer's policy.
- Refunds will be reduced by the original shipping charges and return shipping fees. Additional fees imposed by the payment processor will also be deducted.
Shipping Costs:
Shipping costs are non-refundable, and customers are responsible for return shipping. We recommend using a carrier with tracking and insurance to ensure the safe return of items.
Cancelled Unshipped Drop Ship and Special Orders:
If you cancel a drop ship or special order before it ships, we will refund the order minus a cancellation fee (3.5%-7.99%). This fee represents non-refundable charges from credit card processors, PayPal, or Affirm. Additional cancellation fees from the manufacturer will also apply.
Shipping Errors:
We strive to ensure accuracy in all orders. If you believe there has been a shipping error, please contact us at 1-888-330-6172. We may request photos of the items in question for review. If a mistake is confirmed, we will send the correct item, provide an RA number, and issue a return shipping label at no cost.
For any further assistance or questions, don't hesitate to reach out to our customer support team. We're here to help!