RETURN POLICY

RETURNS MUST MEET ALL APPLICABLE CRITERIA
If your returned product does not match all applicable criteria listed below, it will be rejected by our Returns Warehouse and returned back to you at your cost. Consequently, your RMA will be nullified, any credit request will be denied, replacement orders will not be made, and you will be charged for all shipping to and from our Returns Warehouse that may be incurred by SilkLetter.com. By requesting an RMA and/or shipping a return in violation of this policy, you hereby agree to accept our shipment of the return back to you and to the payment of all shipping costs to and from our Returns Warehouse. Our arrangements with our suppliers and manufacturers allow us no room to make exceptions.FUND POLICY

DAMAGED SHIPMENTS

Silkletter.com makes sure to package each order as well as possible to prevent any damages occurring during transport. Unfortunately, there will be the occasional damaged item due to transit.

Our 4x Buyer Protection program provides shipping insurance for all SilkLetter orders. Our buyer protection program protects against lost, damaged or stolen items while in transit. When you opt-in to our 4x Buyer Protection Program your order will be insured with world-class service, fast and easy online claims processing. Enrolled member must file a claim at www.4xbuyerprotection.com. In order to take advantage of all the Trust Guard 4X Buyer Protection programs, customers must enroll and activate themselves within 48 hours of the date of purchase and prior to any claimable incident occurring. All customers will have received an email with enrollment information and membership code.

You must enroll in this program in order to claim insurance on your order. An email for enrollment into this program is automatically sent to you once your order has been placed.

Failure to enroll in the free 4x Buyer Protection program during the specified period forfeits participation in the program along with all its benefits and SilkLetter.com will not be held responsible for any damaged items.

DELAYED SHIPMENT 
Any claims concerning delayed merchandise must be made directly to the carrier (UPS, FedEx, Private Freight Carrier). SilkLetter.com's responsibility ceases once the merchandise is delivered to the carrier (UPS, FedEx, Private Freight Carrier).

RETURN POLICY
Samples

Sample items can be returned within 30 days upon delivery. A full refund will be issued less shipping costs.

Unimprinted, Blank Items
For returns on unimprinted items, you must obtain a Return Merchandise Authorization number (RMA number) from a company representative within 5 days upon delivery and SilkLetter.com must receive the returned item within 10 days of obtaining the RMA number.  After receiving the returned item, SilkLetter.com will issue a 100% refund less shipping costs.

Subsequent to 5 days (but before 30 days), returned items still must have an RMA number and SilkLetter.com must receive the returned items within 10 days of obtaining the RMA number.  However, after receiving the returned item, SilkLetter.com will issue a refund less a 15% restocking fee and less shipping costs.

If 30 days have passed after delivery, no exchanges or refunds will be issued.  SilkLetter.com has a one (1) month warranty against manufacturer defects applicable to all items.

All returns require an RMA number obtained from a SilkLetter.com representative in order to return the merchandise. 

Imprinted Items
Products imprinted upon in any manner are not eligible for exchange or refund unless there is a manufacturer defect. SilkLetter.com has a (1) month warranty against manufacturer defects. Our quality control checks ensure that each product leaving our warehouse is checked and damage free.RETURNING YOUR ITEM

All returns must include the following

1. Original packaging (manufacturer's box, styrofoam, plastic bags, etc.)
2. Original intact UPC barcode. Do not cut out the UPC code (for rebates) until you have examined and tested the product to your satisfaction. Removal of the UPC code voids any possibility of return regardless of RMA or credit request status.
3. Valid Return Merchandise Authorization (RMA).  To obtain an RMA number, call Customer Service toll-free at 1-888-745-5538
4. Original packing slip. Do not mail or dispose of the packing slip (for rebates) until you have examined and tested the product to your satisfaction.
5. The return must be complete and include all accessories.
6. Manufacturer documentation (manuals, warranty cards, registration information, etc.)
7. The RMA number must not be written on the original manufacturer's packaging or box. Please write the RMA number on the label used to return the item or the brown shipping box. Items received with any writing on the original manufacturer's packaging or box will be refused and returned to you at your cost and without credit approval.  Thus, your shipping box should look like this:

SILKLETTER
RETURNS DEPT.
(your RMA number)

For your security, please return your package with an insured courier such as FedEx, UPS, USPS Parcel Post.  You should retain your receipt as SilkLetter.com is not responsible for items damaged or lost in transit.

ORDER CANCELLATION POLICY

For blank items we start processing your order once you click on "Submit Order". During processing, it may be possible to cancel your order without any cancellation fees by notifying us of this cancellation before shipping.

 

For printed items we start processing your order once you approve of the proof or once you click on "Submit Order" if you choose to print automatically. During processing, it may be possible to cancel your order by notifying us of this cancellation before shipping. However, you are responsible for all setup and labor fees incurred before shipping if any are applicable. These fees may include screen, plate, artwork manipulation and setup fees. Further, these fees may also include any items already printed before your requested

RISK OF LOSS
The risk of loss for the product being returned shall be with you at all times during the shipment of such product to the returns center and with respect to any shipments from the returns center back to you, the original distributor or manufacturer, or any buyer through the liquidation process. Title to the product being returned will remain with you at all times and transfer from you to the original distributor, or a third party in the case of a liquidation of the return, only upon receipt of the products by such distributors or buyers.

DEFECTIVE ITEMS
Once your return is processed, has been verified to meet the basic criteria above, and is deemed a manufacturer defect, your remedy may be to receive an exchange of the same item or a 100% refund may be issued to the credit card used for the original purchase. SilkLetter.com has the sole discretion in determining the appropriate remedy.

For products verified as defective, SilkLetter.com will reimburse you for your original shipping expenses, provided that your defective item must be returned using UPS or Fedex ground shipment only. Alternative ship methods will not be reimbursed and requests for reimbursement of such expenses will be denied.

SilkLetter.com in its sole and absolute discretion shall be the sole determiner of whether a product is in fact defective.

REFUSING SHIPMENT 
If a shipment of an order is refused, there will be a minimum 15% restocking fee. Shipping charges are non-refundable. This applies to all packages that are shipped back to SilkLetter.com regardless of whether the customer refuses the package, the customer is not available for several days for delivery, or the provided address is not correct.

Silkletter.com will not pay for any fees for refused shipments from Canada. All Canadian customers that refuse shipments will not receive refunds for the items shipped. If you decide that you no longer want the items, please contact a customer service representative at Silkletter.com immediately.