Cancellations, Returns, Exchanges
Cancellations, Returns, and Exchanges
CraftCutterSupply.com has stopped accepting any returns or exchanges. Every return we got from customers in the past year has come in damaged because it was never packed properly by the customer. We ship our material so it is not damaged when it gets to the customer. However, we do not get the same care and respect when customers would like to send material back to us. We have thrown out just about all the material that got returned to us as we can not sell it as new. The cost of buying a shipping label to send it back to us along with the cost of material that material that gets thrown out would force us to raise prices and this is not fair to other customers.
In all honesty, by the time you would pay for return shipping, restocking fees, along with the time you have to take the box up the post office and get the package sent out, you could make some quick items to sell and make more than double of what you originally paid. We only allow returns or exchanges on something we made a mistake on.
If you wish to cancel your order after it has been placed and paid for, you will be charged a 10% restocking fee even if the order was just placed. Material is cut to order and cutting starts right away. Orders are put together quickly and this pays for the staff member working on the cancellation. It also helps keep our prices low for everyone else.
No returns, refunds, or exchanges unless we ship the wrong item, there was a visible flaw in the actual vinyl film (not in the carrier sheet or backing material) , or the item was damaged in transit. All orders are custom cut to the customers request, at the time the order is placed. When returns were allowed we had received vinyl back that was shorter than we originally sent, damaged, smelled like smoke, had animal hair on it etc. This is why we have a no returns allowed policy. (How would you like it if we sent you a piece of vinyl that came from someone else's house and smelled like smoke or had cat hair on it?)
CraftCutterSupply.com must be notified within 72 hours of your order being marked as delivered by the USPS that a wrong item was shipped, visibly flawed in the actual vinyl film (not in the carrier sheet or backing material), missing or damaged. A photo of the contents received and a photo of the box it came in must be sent for all claims. After 72 hours, there will be no returns, refunds or exchanges. Unauthorized returns and delivery refusals will not be refunded. Replacement of defective or missing items, if determined to be so by CraftCutterSupply.com, will be shipped in the same form of shipping as the original order. CraftCutterSupply.com will not overnight or upgrade shipping on missing or defective items. All printed/pattern vinyl is printed to order and cannot be returned or refunded.
Claims of missing items: We will need a picture of the box, packing slip and all material received sent to us in an email. NO EXCEPTIONS. We weigh all packages individually before printing a shipping label to record the actual weight of what was sent. When we get a claim about missing items, we will repull your order, check it for accuracy, and then compare it to the weight that was sent. We can then tell if there was a problem. If the order was repulled and the exact weight was correct as it was sent, we will still need a picture of the box, packing slip and all material received sent to us in an email. NO EXCEPTIONS. We will start the claims process to figure out what went wrong or what was sent wrong. All the information will be passed to our local post master along with The United States Postal Inspector to determine where the package had become lighter along the route or if fraud (felony offence) is being committed. We will resend or refund the material once the investigation and claims process is complete only if it was determined to be an issue within the postal system and not an act of fraud that was being committed. We will NOT honor claims if we do not receive pictures or if it has been longer that 72 hours after your order had been scanned as delivered.
No Returns or exchanges are allowed on clothing items. (How would you like it if we sent you a shirt that came from another customers house?) We check all items for flaws before boxing so we know the product was sent without flaws. If the items appear to be damaged, a claim will need to be made with the carrier company.
It is typical for edges of vinyl to be damaged or bent up to a quarter inch during shipping. The vinyl can be turned over and a scraper can be use to flatten the edge. Edge damage will not affect cutting or performance of the vinyl. If it is more than 1/4 inch, a claim will need to be filed with the courier company. CraftCutterSupply.com will not compensate or reimburse the customer for edge damage in any way.
It is typical for an edge of vinyl to be discolored or faded on the edge up to 3/8 of an inch. This does not affect the rest of the material. It is not recommended to cut to the edge of vinyl since over cutting the edge can ruin the entire project along with your blade, mat, and cutting strip. There will not be refunds issued for vinyl with edge discoloration or fading.
Items with flaws in the vinyl film (not in the carrier sheet, lining or backing) that are reported to CraftCutterSupply.com within the 72 hours of receiving it, will only be given an in store credit of the prorated amount of the affected area. CraftCutterSupply.com will need pictures of the affected area. The entire piece will not be refunded since it will still be usable. If the the affected area measures 1 inch x 1 inch on a 12 inch x 12 inch piece, you will be issued a store credit of 1/144 of the cost of that piece of vinyl.
All items are sold as is, use at your own risk, and does not have any warranties. CraftCutterSupply.com will not replace vinyl that was cut with wrong cut settings, applied to wrong materials, applied improperly, applied with wrong pressure or temperature, applied with wrong transfer tape etc. It is important to understand how to operate your equipment properly and also you understand that some material will be wasted with the set up process when determining proper cut settings. application procedures, etc. The probability of receiving "bad vinyl or defective vinyl" Is extremely rare. We will test the same material that the customer claims to be bad to duplicate the issue that is happening. Most of the time it is a user or application issue and we will instruct you on what was wrong. We will not allow returns or give credits for bad vinyl or defective vinyl claims.
We will only ship to the shipping address provided by Paypal to maintain the Buyer/Seller protection that Paypal offers. If package is returned due to wrong address provided by the customer, customer agrees to pay the actual shipping cost charged by the courier company (not a promotional shipping rate) to reship package. If customer requests a refund after package has been returned, a refund will be issued minus the shipping cost and a 25% restocking fee.
There are no refunds or credits issued once your package has been shipped.
There are no refunds or exchanges if the color just isn't the right shade you thought it would be, if you order the wrong type of vinyl, or on any clothing products.