shipping and returns

SHIPPING

  • No pickups allowed. Online orders only.
  • Heattransfervinyl.com does not ship to P.O. Boxes. We need you to provide a physical address.
  • Alaska and Hawaii additional shipping costs will apply.
  • We do not ship internationally at this time.
  • Delivery Dates are Monday-Friday, excluding all major holidays. We do not deliver on Saturdays unless otherwise requested and will be subject to additional shipping charges.
  • 2-Day Shipping: Is only available at the customers request for an additional shipping cost.
  • Ground Shipping: Orders in the 48 contiguous states will be offered $8 shipping for a 2-5 business day ground shipping option.
  • We may choose to condense your package to meet size and weight restrictions in order to expedite your order and keep shipping costs low. This may include smaller boxes, using less cores, etc., specifically on overnight orders.
  • Checking Orders: In an unlikely event of missing or incorrect product, we are not responsible for expedited shipping if notified more than 24 hours after delivery. Please check your order upon arrival and contact US immediately of any issues.  If you are sheeting or converting our materials, we are not responsible for any loss of materials. If you feel the material is short, please measure and contact us before you cut material.
  • Overnight Shipping: Is only available at the customer’s request and therefore additional shipping costs will be required. We know your order is important, so please leave accurate reliable contact information. WE ARE NOT responsible for shipping errors if the incorrect shipping address is given. Shipments are not delivered on Saturday.
  • Next-Day Air Saver Shipping: Only available if Next Day Saver is provided to your specific zip code area via UPS. We reserve the right to cancel your Next Day Saver order if communication does not occur. We will condense your order to meet certain size requirements (product wrapped around other material, etc.). Shipments are only delivered on Saturday if the Saturday delivery option is selected and available for your area.
  • Orders with ThermoFlex® Fashion Patterns: All orders with digital fashion prints will be shipped from our main location in North Carolina.
    • This item is pre-laminated and ready to go. No mask needed.
    • This is a custom printed item, depending on time of day and pace of day, your shipment might be delayed.
  • Goods Damaged in Transit: If you have goods that are damaged or the order is incomplete, do not accept the goods from the shipper as having been received in good order. All shipments are deemed to have been received in good order unless we are notified in writing within a period of seven days following delivery of the goods.
  • Shipping your order: All orders are shipped from our main location in North Carolina
  • Product Is Not In-Stock: If we do not have a product available in your order at our warehouse you will be contacted by e-mail regarding your order. You will also get notification that your order is on hold. If we do not hear back from you within 24 hours the item on your order that we are out of stock on or your order will be canceled and refunded.
  • Add-on and Change Policy:  Heattransfervinyl.com processes orders in a quick, timely manner to ensure that your package ships on time. Add-ons, changes or corrections cannot be made after the order is “Confirmed.” Please review specifics such as widths, colors and quantities in your cart before completion. A customer wanting to add on to an order will be directed to place an additional order. The additional order will be shipped separately according to the option selected and additional shipping charges will be applied for the second order.
  • Cancellation Policy:  Heattranfservinyl.com processes orders in a quick and timely manner. Orders cannot be canceled once they are placed unless caught within 2-4 hours Please see our return policy for more information on how to return the product if you have an order that you wanted cancelled but did not catch it in time
  • Our shipping cut off time is 3:30 PM Eastern for orders placed to go out same day. Orders are processed Mon-Fri. Depending on our volume of orders same day shipping isn’t always guaranteed even if you meet the cut off time.

RETURNS

Return Policy

  • All claims must be addressed within 14 days of receiving the product.
  • A 15% re-stocking fee will apply in the following situations:
    • The item returned is NOT a defective roll or an error caused by heattransfervinyl.com.
    • An entire order is returned.
  • All returns must be processed with a heattransfervinyl.com issued re-ship label. (Return packages that do not display a heattransfervinyl.com issued re-ship label will NOT be honored.)
  • The cost of the re-ship label will be included in the email correspondence with the label itself.
  • If a re-ship label is sent and heattransfervinyl.com does not receive the product within 30 days, the return will be canceled, and no refund will be made.
  • If material is damaged upon arrival to heattransfervinyl.com due to customer error, we will not be able to refund the material. Please ensure the material is packaged correctly and safely so that no damage is sustained.
  • Returns made on pre-packaged materials (Color Jet III, Subli-Print, Subli-Flock or packs of PLS, DFSM & TFP) that have been opened will be refunded the cost of the pack minus the sheets used.

Returns Shipping Cost

  • A return shipping cost will be applied in the following situations
    • The product being returned is NOT a defect.
    • The error made was NOT made by heattransfervinyl.com.
    • An entire order is returned.
  • The cost of the return shipping label and the return shipping cost, should they apply, will be included in the email correspondence with the re-ship label.

No returns will be accepted on the following

  • Any material ordered as rolls that was cut into sheets by the customer—we only sheet some of our materials and thus cannot accept sheets of GFU, etc. as we cannot guarantee their longevity after sheeting.
  • Any cyber-deals, specials, or discontinued items.
  • No returns will be accepted on material or defective material past 60 days—heattransfervinyl.com cannot ensure how the product was stored, or if it is past the storage life of the material on orders past 60 days. If you feel your product is defective, please call us immediately to obtain our assistance.
  • All sales are final on cut files. As they are digital products, they are carefully tested and verified before uploading. If you have a technical issue with your cut file, please email tech@heattransfervinyl.com with screenshots of your issue and we’ll be happy to help.

Defective Material

  • If material is not working properly a return request can be made.
  • All issues with defective products must be addressed with heattransfervinyl.com within 30 days of receiving the material.
  • If the product is shown to be defective through discussion with a technician, we will send a replacement upon the return of the defective material.
  • A heattransfervinyl.com issued re-ship label will be sent to you via email.
  • The material will be tested upon arrival—if our testing shows the material is defective, a refund will be issued. If the testing shows the material is good, we will issue a refund minus a 15% re-stocking fee.
  • A credit/refund or replacement roll will not be issued by heattransfervinyl.com until we have received the product back in house and the material has been tested.
    • A replacement can be sent before the defective material arrives if customer can provide photographic evidence of the defect. In this event, the customer will be charged for the material of the replacement, but not the shipping, and will be refunded upon the return of the defective material (after testing, as stated above).
  • There will be no replacements on materials returned over 30 days after the return is initially approved by heattransfervinyl.com

Please note that by signing for your shipment without documenting any damages, the signee is acknowledging that the product was delivered free of damage. Heattransfervinyl.com is not responsible for the damaged product—a shipping-related damage claim can no longer be filed, and the item(s) cannot be returned.

Refunds / Credits

  • Once heattransfervinyl.com receives the return, we will examine the material, and test it as needed.
  • Provided the material does not need testing, (i.e. a wrong color ordered, or wrong color sent by us, etc.) the refund/credit will be processed within 3 business days of heattransfervinyl.com receiving the material.
  • If the material does need testing (i.e. defective material, etc.) the material will be tested, and the refund/credit will be processed within 5 business days of receiving the material.
  • Once the refund is processed, it takes 3-5 business days for it to show on your account.
  • Should you choose an online credit to your account with us, we will waive the re-stocking fee if it applies, provided the order is less than $250.
    • Online credits will show on your account as points that you can use to purchase more materials in the future.

If you would like to begin the returns process, please email us!

sales@heattransfervinyl.com

Use this email for returns for reasons like incorrect color ordered, incorrect color received, etc.

tech@heattransfervinyl.com

Use this email for defective material. Please attach images of the defect in the product as well as a description of the issue you're having.