Return Policy & Request Form
Your satisfaction with our products and service is our number-one goal. Once you receive your order, if you determine that an item does not meet your expectations, simply review our return policy 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 a refund to the same credit card or PayPal account that was used for the original transaction less a 15% restock fee, unless waived (see below for details). In order to qualify for a refund, the item(s) must be returned in the original factory packaging in like-new, resalable condition. All original parts and accessories must also be included with the return. 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 received. We highly recommend proper packaging of the item(s) and using 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 refund.
All sales are final for the following products:
- All products over 30 days old.
- All vinyl cutters that are wider than 24".
- All laser printers, toner cartridges and drums.
- All Siser Colorprint products.
- Used parts and accessories for vinyl cutters and heat presses.
- All optional heat press platens.
- Partially used rolls of vinyl, application tape and magnetic sheeting.
- All software and clip art products.
- AlbaChem Vinyl Letter Remover
- All items marked as "Special Order" or "Not Returnable" in the item's description on our website.
- All drop shipped items (shipped directly from the manufacturer) as indicated on the invoice or item description on our website.
- All custom cut vinyl rolls.
- All by the foot vinyl products that we do not sell in pre-cut sheets.
- All Reseller orders unless defective.
- All clearance items.
Vinyl Order Returns:
We understand that sometimes it's hard to choose the right vinyl color online. For that reason, we'll waive the 15% restock fee on wrong color orders if a replacement order of equal or greater value for the correct color is placed online prior to requesting a return authorization. If a replacement vinyl order is not placed, the standard 15% restock fee will apply. Please see the above exception list for the vinyl items that are not eligible for return. Shipping charges are not refundable.
A 20% restock fee will apply in the following situations:
- Package is rejected by the customer at the time of delivery or returned to us by the carrier as "Undeliverable".
- Local customer orders that are not picked up within 5 business days.
- Returns received without a Return Authorization issued.
- Products are not shipped back to us within 30 days of the issuance of the Return Authorization.
Equipment Order Returns:
Qualifying vinyl cutters, heat presses and accessories 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, vinyl starter kits. etc.
Equipment must be returned in new or 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.
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 that we incurred will be listed on the original order invoice. If a shipping cost is not listed, a flat $9.99 will be used. The formula used to determine whether the original shipping charges will be deducted or waived is as follows:
Original Order total less Value of the Returned Items = Value of the Kept Items.
If the Value of the Kept Items is $50.00 or more, the shipping charge deduction will be waived. If the Value of the Kept Items is $49.99 or less, the shipping cost that we incurred will be deducted from the refund.
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.
Once the material is received, we will test it accordingly. If our test results show that the material is not defective, we will deduct the actual cost of the return shipping label, or the flat rate charge of $10.99, from the refund amount.
Shipping Error Returns:
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 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.