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Shipping & Returns

 

Shipping Policy

IT Supplies offers FREE ground shipping for orders over $149 using UPS ground and FEDEX ground. Orders under $149, pay a flat rate of only $9.99 for ground shipping. We choose the carrier based on in-stock warehouse location, delivery location, package size, weight, and delivery type. Shipments are not guaranteed to go out on the same day an order is placed. Orders with hardware items go through a verification process before they are shipped. If you are in need of an item by a certain time, no matter the item, please call us at 1-800-771-966!

Contact us via Email: info@itsupplies.com or 1-800-771-9665 if you have special shipping needs. Ground delivery time is not guaranteed. Express and guaranteed delivery is available at an additional charge - please call for a freight estimate and upgraded shipment cut-off times.

Due to current circumstances, shipments are NOT guaranteed by either UPS or FedEx at this time. Please reference the pages below for updated information from our shipping partners.

https://www.fedex.com/en-us/service-guide/money-back-guarantee.html

 


Keep in mind that standard and upgraded shipments do NOT include Saturday or Sunday delivery. Deliveries (even expedited services) occur on business days (Monday-Friday.) Please call us if you have specific needs regarding your delivery.

***2023 Shipping Update***
UPS, FedEx and USPS have all been experiencing delays since the beginning of the pandemic. Deliveries may take more time than usual, please allow ample time for shipments to arrive. If you need an order expedited, please call us before the upgraded shipping cutoff at 2pm CST.

Certain items due to weight, size, or other constraints may require alternate carriers and may take additional time for delivery.

Wide Format printers are not shipped via UPS; consequently, if your location does not have a delivery dock or is a residence; an additional $50 Lift Gate charge will be applied to your order. A special truck with a lift gate is required to unload the printer to your curb.

There is an additional charge for shipments to AK, HI, PR, US Virgin Islands, P.O. Boxes, and non-US locations. Some shipments to Puerto Rico and the US Virgin Islands ship to our Rolling Meadows warehouse first before heading to their final destination. Please keep in mind that standard and expedited shipments to these locations will take extra processing time. Please e-mail info@itsupplies.com or call 1-800-771-9665 for a shipping estimate. We offer free shipping to domestic APO boxes, APO orders must be phoned in.

All in-stock items are shipped within 24 hours during the business week - delivery is typically within 2-4 business days (Monday-Friday.) Our Customer Service department will be happy to let you know the stock status of any item. Hardware (i.e. printers) is shipped UPS Ground or truck and may take up to 5 business days (Monday-Friday). Orders containing more than one item shipping to the same address may arrive in separate boxes to allow our customers the fastest possible delivery service. Our cut-off time for same-day shipping is typically 2pm CST during the business week and may vary depending on holidays and weather.

For information and freight estimates regarding international shipments, please contact us at info@itsupplies.com or 1-800-771-9665. Epson, HP, and Canon Professional Graphics Products are limited to shipments within the United States.

We are always happy to assist you with your special or urgent shipping needs- please contact our customer service department directly at 1-800-771-9665 8a-5p M-F. You may also check our FAQ page, you may find a quick answer to your concern there.

 

 

Return Policy

How do I return an item?

In most cases return shipping is free within the Contiguous U.S. within 90 days of purchase

We want your shopping experience with us to be outstanding. If you are unhappy with your purchase you can return your order within 90 days to our warehouse for a refund. Should you need to return an item, your return shipping is FREE in the contiguous United States.

Refunds and Credits

Once your return is received in our warehouse and inspected, we will refund your purchase in the same payment form as originally tendered. This usually takes 5 business days. If your refund is by credit card, this may take an additional 2-10 business days depending on the credit card company.

Conditions and Exclusions

Returns must be received by us in new condition, in their original shipping container or a new shipping carton. Your return must include all packaging material, manuals, etc. Return labels cannot be placed directly on the product.

Hardware items are not returnable. Defective Hardware must be claimed as part of the manufacturer’s warranty.

Claims for items damaged in shipping must be received by us within two business days of receipt of your order.

Claims for items missing from a shipment must be received by us within two business days of receipt of your order.

Ink Cartridges have a limited life and are stamped with an expiration date. We make every attempt to ship ink cartridges with an expiration date that is 18 months out or longer. We cannot accept ink cartridge returns if the expiration date is less than 12 months out.

Returns that are not received in resalable condition will be charged a restocking fee of 15% or more depending on the condition of the product returned.

Shipping costs, lift gate charges and other installation services are not refundable.

Replacements at No Charge

If you were sent a replacement item at no charge, we will send you return instructions and a shipping label to have the item returned to us. If the item is not returned to a UPS store or location after 14 days, your credit card will be charged.

General Return Instructions

Obtain a Return Merchandise Authorization (RMA)

You can request an RMA in one of two ways:

Speak with a Customer Service Representative by phone (1-800-771-9665)

Email us at info@itsupplies.com with the subject "Return Request."

After an RMA is generated, you will be provided an RMA number, a pre-paid UPS label, and specific return instructions.

Certain products will require additional information such as lot number, batch number, or serial number, before an RMA can be created. We will contact you if further information is required.

Returns will not be accepted without a valid RMA number.

Returns must be received in our warehouse 14 days after the RMA has been issued.

 

Types of Return Claims

  1. Return of new and unopened merchandise purchased less than 90 days ago

    Contact us for an RMA and your return will be reviewed and inspected by our warehouse staff and we will process your refund. Your refund may be subject to a 15% restocking fee if not resalable.

  2. Incorrect or missing items in your shipment

    Contact us within 2 two business days for an RMA and we will send you the correct or missing item and also require that the incorrect item be returned to our warehouse within 14 days.

  3. Defective Product

    Contact us for an RMA and we will send you a replacement item and also request a detailed description of the defect including lot number, batch number, serial number, etc. We will also require that the defective item be returned to our warehouse within 14 days.

  4. Freight Damage

    If the packaging has been damaged and you suspect the product is damaged, refuse the shipment with the carrier and contact us for an RMA and replacement of the product. If you accepted the shipment and subsequent shipping damage is found contact us within two business days for an RMA and replacement of the product.

  5. Printer and Hardware Issues

    Contact us and we will direct you to the manufacturer. We cannot do an immediate replacement for printers and other hardware.

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