Return Policy & Request Form
Your satisfaction with our products and service is our number-one goal. If after receiving your order you determine that an item does not meet your expectations or needs, 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. There is a 10% restock fee on all eligible returns.
The Return Authorization (RA) number must be written on the outside of the return shipping box. If we receive an order back without a RA number, a 20% restock fee will be deducted from returnable products. No refund will be given for unauthorized returns of unreturnable products.
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 the 10% restock fee. In order to qualify for a refund, the item(s) must be returned in like-new, resellable condition. Products returned in poor condition will be discarded and no refund will be issued. All returns must be received within 30 days of the Return Authorization issuance date or no refund will be issued.
Shipping costs are not refundable. 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 UPS Ground return shipping label to be emailed to them. The cost of the return shipping label will then be deducted from the return refund as indicated on the Return Authorization. For UPS packages that are refused by the customer at the time of delivery, both the original and return shipping costs will be deducted from the return refund.
All sales are final for the following products (not returnable):
- All products over 30 days old based on the delivery date
- All vinyl cutters and floor stands
- All heat presses, optional platens and floor stands
- All laser printers, toner cartridges and drums
- All Siser Colorprint products
- Used vinyl cutter blades and accessories
- Partially used rolls of vinyl, application tape and magnetic sheeting
- All software
- AlbaChem Vinyl Letter Remover
- All items marked as "Clearance Sale" or "Not Returnable" in the item's description on our website
- All special order items that ship directly from the manufacturer. If the item has not been shipped yet, please see the "Cancelled Unshipped Drop Ship and Special Orders" section below.
- All custom cut vinyl rolls
- All vinyl sold by-the-foot that we do not sell in pre-cut sheets
- All vinyl storage racks
- All reseller and bulk orders
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 $10.99 will be used. The formula used to determine whether the original shipping charges will be deducted or waived is as follows:
Original Order Value - Value of Returned Items = Value of Kept Items
If the Value of the Kept Items is $75.00 or more, the shipping charge deduction will be waived. If the Value of the Kept Items is $74.00 or less, the shipping cost that we incurred will be deducted from the refund.
Cancelled Unshipped Drop Ship and Special Orders:
If a cancellation is requested by the customer for an unshipped drop ship or special order, the order can be cancelled and refunded less a 2.5% cancellation fee. This fee represents the unrefundable merchant fee that we were charged by the credit card processor or PayPal to process the original payment.
Defective Item Returns:
Defective materials can be returned for even exchange or refund 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.
Once the suspect material is received, we will test it accordingly. If our test results show that the material is not defective, we will issue a refund less the cost of the provided return shipping label along with a 20% restock fee for the actual amount of material that was returned less the amount of material used in-house for testing.
All equipment issues fall under the manufacturer's warranty. We will work with you to try to troubleshoot the problem over the phone. If the problem persists, we will provide assistance as a liaison between you and the manufacturer to help facilitate a resolution as quickly as possible.
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 for assistance. 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.
Request a Return Authorization: