FAQ Details

Ordering

 

Q: How do I place an order?

A: There are two ways to place an order: online or by contacting us directly. For online purchases, simply design your product on our website, add it to your cart, and follow the check-out instructions. Alternatively, you can reach us by phone 1-855-286-2158  direct email SalesStaff@imprintplus.com or through our chat tool to place your order. 

 

Q: Can I get a quote before I order?

A: Each price depends on the type and quantity of your chosen product. You can find all of our prices listed on our product page, or contact a specialist for a custom quotation. 

 

Q: Can I see a proof before ordering?

A: Once you’ve designed your name badges and/or signs online, your work will appear in your proof. From here, you can print, e-mail or review your finished product. Make sure to check all spelling and design details before you submit your order.

 

Q: How can I view my order history?

A: Login to your Imprint Plus account by entering your email and password. Go the 'My Account’ page and click on the ‘My Orders’ link. From there, you will see your order history.

 

Q: Can I get a free sample to test?

A: Yes! Please submit your sample request here.

 

 

 

 

Returns

 

Q: Do you accept returns/exchanges?

A: If for any reason you are not satisfied with your product, we are happy to exchange or refund it within 30 days of purchase. All returns must be in good condition and remain in their original packaging. Please note that customized and factory printed goods cannot be returned or exchanged. Also, the components should be in their original packaging. A 15% restocking fee may apply.

Please make sure that the SRM number assigned by Imprint Plus is noted on the box of return.

 

 

Q: I want to return my purchase! What do I do?

A: Please email customerservice@imprintplus.com or call at 1-855-286-2158 . At that point, we will review the claim and provide you with the Sales Return Memo (SRM) number. Please specify why you are returning.

Do not place a separate order for your exchange. An Imprint Plus customer service representative will place your exchange order manually. Once we receive your original item(s), Imprint Plus will ship out your exchange.

Please ship your return via a traceable signature-required service to ensure delivery and proper credit, when applicable.

Return/exchange shipping costs are non-refundable. Please send all returns prepaid to the following address:

For USA customers, ship the product to:

Imprint Plus
c/o Rontra (UPS)
21086 24th Avenue South
SeaTac, WA 98198, USA

For Canadian and all other international customers, ship the product to:

Imprint Plus
21320 Gordon Way, Unit 260
Richmond, BC, V6W 1J8
Canada

 

Q: Can I exchange my order instead of returning it?

A: Yes! Please complete the same process as you would for a return. Make sure to specify which products you would like to exchange your merchandise for in the Returned Merchandise Form.

 

Q: How long does it take for me to get a refund?

A: Please allow a minimum of fourteen (14) days for us to receive and process your return and issue any appropriate funds. Note that in most instances, your return and refund will be completed much sooner. You will receive an email as soon as your merchandise has been processed and your refund has been issued. All refunds will be given in the same form of payment as the original purchase. 

 

 

Shipping

 

Q: How much does shipping cost?

A: The shipping costs are based on carrier published rates. They are calculated by geographical location, weight, box configuration and product value.

If you do not see your country listed in the drop-down menu at checkout, please email our customer service at customerservice@imprintplus.com or give us a call at 1-855-286-2158.

 

Q: How long does it take you to process an order before it is dispatched?

A: Orders received before 2:00 PM Pacific Time Monday-Friday usually ship within 2 business days. The delivery times vary between 1-7 business days, depending on your shipping address.

 

Q: Do you ship packages internationally?

A: Yes, we do! However please note that all shipments to international addresses are final sale. The purchaser is responsible for paying all duties, taxes and customs charges. You may contact your local postal facility for inquiries regarding any of these additional charges. If the shipment is refused for any reason we have the right to charge your credit card for the total cost of shipping. Further, if for any reason we determine that your order cannot be fulfilled, we have the right to cancel the order at any time. In this case, we will refund your credit card immediately.

 

Q: How can I track my order shipment?

A: You will receive an order confirmation by email within 48 hours of placing your order. Then, when your order ships, a tracking number will be emailed to you. If you do not receive either your confirmation email or your tracking email, please contact your Imprint Plus Account Representative at 1-855-286-2158. They will help you track your order.

 

Q: Can I ship an order to a P.O? Box or Military APO/FPO Box?

A: We are unable to ship to a P.O. Box unless it is an international address. All domestic orders are shipped through UPS.  We do ship to Military APO/FPO boxes. However, only USPS deliveries are available and overnight is not available.

 

Q: Do you offer free shipping?

A: We offer free shipping during specific times during the year. Keep an eye out! Be sure to check our website often and sign up for our e-newsletter for deals.

 

 

Payment

 

Q: What forms of payment do you accept?

A: All customers are welcome to pay by credit card or PayPal. We accept Mastercard, Visa and American Express, and all credit card charges will be in the currency of the invoice. 

 

Q: Do you accept international credit cards?

A: No, international customers can pay via PayPal.

 

Q: Do you charge sales tax on any item?

A: All US and Canadian customers will be charged the appropriate sales tax based on their province or state (unless a tax exemption certificate form is provided prior to ordering). UK customers will be charged VAT, as will EU customers unless they provide a VAT number. International customers are responsible for the costs of duty and local taxes. 

Q: Can I pay with multiple Visa, Mastercard or American Express cards?

A: Yes you can!

 

Q: Are you PCI Compliant?

A: Yes we are!

 

Across the board

Q: Do you have a catalog?

A: Yes, we do. Our catalog is available for download on our website here.

 

Q: Do you match prices if an item goes on sale after my purchase?

A: Imprint Plus offers various promotions throughout the year. To be fair to all customers, orders must be submitted prior to the expiration date in order to receive the sale price. 

 

Q: Do you offer Live Chat support?

A: Yes, Imprint Plus offers a live chat during the hours of 8:30 AM – 7:30 PM EST, Monday to Friday. You can access the Live Chat support on our website. 

 

Q: How do I unsubscribe from your mailing lists?

A: To unsubscribe from our mailing list, simply click on the ‘unsubscribe’ link in the footer of our marketing emails and newsletters. Alternatively, you can send us an opt-out request. This can be emailed to us at dataprotectionofficer@imprintplus.com, or sent to our office in Richmond, B.C., at:
Imprint Plus, a Division of CCL Industries Inc.
21320 Gordon Way
Unit 260
Richmond, BC
Canada
V6W 1J8. 

Please note that your opt-out will stop further marketing and promotional emails from us BUT will NOT stop transactional or informational email communications from Imprint Plus. Examples of transactional or informational email communications are those messages relating to your Identification Activity, notifying you of a material change in this Privacy Policy and/or the websites’ Terms of Use, and notifying you of an actual or suspected security incident that affects your Personal Information.

 

Q: How do I update this information on my current account?

A: Login to your user profile, in the dashboard go to the Account information tab to make changes.

 

Q: What are cookies? Do I need to enable cookies on my browser?

A: Cookies are small text files which are transferred from our websites, applications or services and stored on your device. We may use cookies to help us provide you with personalized service and to help make our websites, applications, and services better for you. You can decline to accept some cookies or block some cookies, using the options available on your browser. Please understand that if you block cookies, there may be some features of the websites that are unavailable to you.

 

 

Distributors FAQ

Q: Do you have distributors in my country?

A: Imprint Plus sells through reseller associations worldwide, including ASI, Sage, PPPC and independent distributors.  We have also partnered with several procurement groups. For a full listing, please contact us at SalesStaff@imprintplus.com

 

Q: Can I get a free sample before ordering?

A: Yes! Please submit your sample request here

 

Q: Do you have specific pricing for resellers?

A: Yes, reseller discount coded pricing is available. Resellers and distributors can place orders via email at SalesStaff@imprintplus.com

 

Q: Do you offer any support or training of your products?

A: We provide customized support packages tailored to the areas in which you need the most assistance. Each support package may include marketing collateral, product photographs, support for print and digital marketing, public relations, communications direction, rebate programs, and more.

 

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