Carlson Craft Outlet

A Part of the Internet Printing System

Cancellation and Return Policy

IMPORTANT: No merchandise can be returned for refund without first obtaining a Return Authorization Form.

Returns sent without prior authorization or that are not accompanied by a Return Authorization Form will not be refunded.

Our commitment to giving our Customers the best Customer Service available includes working with your to resolve any problems, questions or complaints you have about our products.

Our General Guidelines concerning Returns and Refunds are outlined in this policy. If you have specific questions that are not covered here or if you have an unusual situation, please call us toll-free at 866-327-4337 between 9:00 am and 6:00 pm Central Time, Monday through Friday (excluding observed Holidays).

ORDER CANCELLATION:
There is a $10.00 Service fee for cancelling an order that has been submitted and is already in progress, but not yet printed. Proof Charges and Artwork Charges are non-refundable, if work has already begun, whether or not it is completed or whether you have received the Proof. This is because a great deal of work goes into preparing the Master Layout and Proof, before it is sent to you.

Complimentary Proofs or Artwork, in anticipation of a larger quantity order, based on what you have communicated to any of our Representatives, may be charged at the regular full price if you cancel the order, at our sole discretion.

If your order has already been printed or is being printed when you contact us to cancel the order, but it has not yet been shipped, you will be charged the full price of order, less Shipping Charges.

Once your order has been completed and shipped, it cannot be cancelled. If your order has been already been consigned to a Common Carrier, it cannot be retrieved and is considered a Return, subject to the Returns Section Below.

If you realize that you need to cancel your order or need to make changes, it is very important to contact us as soon as possible, as the Production process moves very quickly. During regular office hours (9:00 am - 6:00 pm Central Time, Monday through Friday, excluding observered Holidays), please call us toll-free at 866-327-4337. Outside of office hours, please Contact Us using the email interface on our website as quickly as possible.

RETURNS:

1. TIME LIMITATIONS: Any problem with an order than might result in a Refund, Replacement or in the item being reprinted, or any other type of Adjustment, must be reported to Carlson Craft Outlet within 30 Days of the Date of Delivery.

It is extremely important to inspect all items upon receipt. Check quantities, for shipping damage and errors, whether made by the customer or by Carlson Craft. If you find any discrepancies, please contact us as soon as possible, by telephone or by email.

2. ITEMS THAT ARE DEFECTIVE, DAMAGED OR NOT REPRESENTED ACCURATELY:

If an item, in our sole judgment, is:

Defective in material or workmanship
Damaged upon receipt
Not represented accurately on our web sites

We will replace the item, at no charge to you, with a non-defective or undamaged product, exactly as originally ordered, if available. If warranted, we will refund the amount paid, upon return of the item, in the same condition as received. Items damaged during shipping must reported to and confirmed by the carrier who made the delivery. If a product was not represented accurately in the Product Description on the Product Page of our web sites, we will work with you to locate a product similar to what you wanted or will refund the amount you paid, upon receipt of the item, accompanied by the Return Authorization Form.

3. ITEMS WITH CONTENT OR FORMATTING ERRORS:

If an item has a error, meaning misspelling or other incorrect content, ink color, lettering style, incorrect stock, formatting, as depicted in the Product Image and/or Product Description, or special formatting that you requested and we agreed to do, our policy is as follows:

If we made the error, we will reprint the item or items and get them to you as quickly as possible, at no charge to you.
If you made the error when you input your information, we will reprint the item or items that have errors, at a discounted price. Normally, the amount of the discount is 10% off the amount you originally paid for the item. This is in addition to our standard 10% Online Discount. In some cases, we may be able to give a larger Reprint DIscount, based on the circumstances.

3a. How We Determine Who Made The Error:

When you place your order online, you are asked to "proof-read" your order and to "Print Details of Your Order" at two different stages of the ordering process.

Even if you don't have "hardware" printer connected to your computer, you can still print or convert the printout page to an Adobe Acrobat .PDF File and save it to your hard drive. (Almost all computers have the ability to "print" to .PDF without a Printer). You will then have a copy of all of the content you are submitting, in regular text, as well as all specifications, such as Ink Color, Lettering Style, any designs, monograms or special formatting requested.

If you do not Print Details of your order, as instructed, you will have no record of what you submitted.

This printout also serves as your Invoice and includes the Retail Prices, your Discounted Price, Shipping Charges and Total. (Sales Tax will be added to orders purchased from or shipped to the State of Texas and will not appear on your Online Invoice).

At the time an order is submitted, a "Read Only" file is created on our servers, so that we have a permanent record of exactly what was submitted. Both your Print Out and our Read Only File can be checked to confirm exactly what content was submitted.

NOTE: Very often, after staring at your computer screen for hours and "proof reading" your Invitation wording and other content multiple times, you will feel that everything is correct and begin the "Place Order" process.

When you reach the Payment Information page, you are given your first opportunity to "Print Details of Your Order". We've found that viewing the Order Details screen very often causes you to notice "typos", misspellings or other errors you had previously overlooked. If you do locate an error, but have not yet submitted your order, look on the Payment Information page for a link labeled [Return to Basket]. From there, click the edit button next to the item that needs correcting. Make your corrections, then "Continue" back to your Shopping Basket and Place Order again. Do Not Use Your Web Browser's Back or Forward Arrows!

Printing out your Order Details and viewing your content on paper in plain text will often allow you to see mistakes or errors. If you find an error while reading your Print Out after submitting your order, or if you need to change any of the information you submitted, call us or email us as soon as possible. We can usually make any corrections needed, as long as you contact us before your order goes too far in the Production process.

Usually there will be no extra charges, unless your order has already gone through the Layout Stage. At that point, it may be subject to a $10.00 Quick Change charge. If your order has already begun the printing process at the time you request a change or correction, you will be charged the full price for the item. You will then be able to have the item reprinted at the above mentioned reprint discounts.

PERSONALIZED ITEMS:

Printed or otherwise Personalized Products cannot be returned for refund, since they cannot be restocked. Most exceptions to this rule are covered in Section 2, above.

In some cases, certain types of Personalized items may be accepted for return if, in our sole judgment, the personalization can be removed without causing damage to the item. If a part, such as an engraved plate or other piece can be removed without damage to the product or its merchantability, and the part replaced so that the item can be restocked, we may accept the return, which may be subject to a restocking fee, to cover parts, labor or other incidental expenses.

If you order a printed item, such as Invitations, and then decide you simply do not like it after receiving your order, we cannot refund the price you paid, simply because you changed your mind. However, we will work with you to come up with the best possible solution, at the least cost to you.

We offer Stock Samples of most Invitations, so that you can see and feel the quality, weight and any designs or colors manufactured into the stock. Our Stock Samples are sent unprinted, since you have a choice of Ink Colors, Lettering Styles and Wording on almost all items. However, by getting a Sample of the Product, you will know exactly what stock will be used for your Invitations.

If you do not request a Stock Sample prior to ordering an item, you have no basis for asking to have your money refunded because you don't like the item.

Our Stock Samples are available for a nominal fee and shipping costs. They are sent via First Class Mail and may take from 7-14 Days to arrive, depending on your location and mail service. If you need to receive your sample(s) sooner, we can have them sent to you by an expedited method, as long as you pay the shipping. If you wish to have your samples sent via an expedited method, contact us by phone for charges to your location.

If you are completely unhappy with your purchcase, we will try to work with you to come up with a solution, based on the individual circumstances.

Each case is different, so the available options vary considerably for each case. However, we will work with you to come up with best possible solution for you, at the least cost to you.

For additional information or to comment on the service you received or the products your purchased, please use our web site interface to Contact Carlson Craft Outlet. You can also call us toll-free at 866-327-4337 from 9:00 am until 6:00 pm Central Time, Monday through Friday.

Updated July 6, 2008

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