Refund policy
Cancellations, Returns, and Exchanges
All Sales Are Final!
All orders are custom cut to the customers request at the time the order is placed.
CraftCutterSupply.com does not accept any returns, exchanges or issue refunds, unless it is determined that we shipped the wrong item, the item was damaged in transit, or we made a mistake on it.
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.
DTF Transfers that are cancelled by the customer for any reason prior to being printed will be charged a 25% percent fee to cover website costs, processing fees, and staff time to remove it from the production queue. DTF Transfers that have already been printed are not refundable and can not be returned.
CraftCutterSupply.com must be notified within 72 hours of your order being marked as delivered by the Courier Company that a wrong item was shipped, missing or damaged. A photo of the contents received and a photo of the box it came in must be sent for all claims to info@craftcuttersupply.com .
After 72 hours, there will be no returns, refunds or exchanges. Unauthorized returns and delivery refusals will not be refunded.
All printed/pattern material 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 to info@craftcuttersupply.com. 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 re-pull 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 re-pulled 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 postmaster 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 than 72 hours after your order had been scanned as delivered.
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.
No Returns or exchanges are allowed on clothing items. We check all items for flaws before boxing so we know the product sent is 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 used 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.
Damaged items 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 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. There are some types of material that are still usable such as vinyl or dtf if there are creases in it and does not affect the finished product.
All items are sold as is, used at your own risk, and do 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 setup 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.
If you have a large amount of garments/items that you need to make and it is the first time using either our material or the type of garment/substrate, buy a small amount and do a test first to see if the material is compatible before ruining a bunch of materials. There are no refunds or exchanges for material that just doesn't work for your application.
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, if materials arrive later than the courier estimated time, or on any clothing products.
We will only ship to the shipping address provided by Paypal to maintain the Buyer/Seller protection that Paypal offers. If the package is returned due to the wrong address provided by the customer, the customer agrees to pay the actual shipping cost charged by the courier company (not a promotional shipping rate) to reship the package. If the customer requests a refund after the 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.