Terms and Conditions
Carefully review the terms and conditions before placing your order. These policies help provide confidence and consistency in your ordering experience. If you have questions or concerns, please contact one of our Customer Service Representatives so that we can be of service.
ORDER PROCESSING:
Payment- We accept checks, money orders, Visa, MasterCard, Discover, and American Express.
Standard Order Processing - Standard orders require 5-7 business days for processing prior to shipment.
Order Requirements & Fees- There is a $50 minimum order. Shipping charges are in addition to the minimum. Orders less than $50 are subject to an additional $10 Small Order Handling Fee. Orders consisting exclusively of supplies are not subject to the minimum order requirement, but simply charged a regional flat fee for shipping. All oversize packages (over 54 united inches) are subject to an additional $5 per box oversize charge.
Order Changes- All changes, additions or deletions must be made by 6:00pm PST the same day of ordering. There are no exceptions to this policy. All additions or deletions after the 6:00pm cut-off are subject to the terms outlined in the Order Requirements and Fees Section.
Rush Order Processing- We do offer you the opportunity to make the processing time of your order shorter. There is a standard Production Rush that takes your shop time down to 2-3 business days (this does not include the shipping time) and a next day Production Super Rush which means your order will ship the next day (contingent on stock check). There is a rate schedule for these services listed below. The charge is based on a percentage of your order and is not inclusive of shipping charges. All rush fees are factored into the total prior to determining shipping costs. Expedited shipping is also available – your customer service representative can provide complete details. Contingent on availablity. Ask for details.
| $0-99 | $100-249 | $250-999 | $1000+ | |
| Production Rush (2-3 days) | 20% | 15% | 10% | 7% |
| Production Super Rush (next day) | 32% | 24% | 17% | 12% |
RETURNS AND REPLACEMENTS
Please be very careful when ordering custom cut materials. Because merchandise is made to order, we cannot accept any returns for products that were ordered incorrectly. If you need to return a supply order, please call our customer service rep to make arrangements. You will need to pay for shipping and there is a 15% restocking fee.
Please always inspect your order carefully when it arrives. You have 30 days to let us know of any errors with your order. If any of your items are incorrect or contain defective materials, immediately call one of our customer service reps. Replacements, credits and refunds cannot be issued without pre-approval. Once your return is approved we will gladly replace or refund the defective merchandise upon receipt of the items at out facility.
Please keep in mind that we have a 1/16th of an inch tolerance on our produced products. What this means is that if the finished product is 1/16" off or less we will not reproduce it.
We make every effort to present you with color swatches that are as close to the actual color as possible. Please keep in mind that the colors will vary depending on your monitor. To get a better idea of colors please request a catalog or order a specifier from the samples section of our website (under supplies). You can also call Customer Service if you have any specific questions. We cannot accept returns or replacements due to a color not meeting with your expectations.
OVERSIZED ITEMS
Documounts does not guarantee shipment for oversized items due to above average risk for damage. This includes full sheet matboard, mountboard and acrylic exceeding 54 united inches (24 x 30) in size. Oversized items damaged in shipping will receive a full refund but will not be replaced. All oversize packages are subject to a $5.00 per box fee.
Due to risk of damage, Documounts does not ship Acrylic over 28 x 36 and we do not ship any boards over 32 x 40.
32 x 40 matboards that are being shipped east of the Rockies or to Hawaii or Alaksa are subject to additional shipping fees to cover ship costs. Please speak to a customer service rep to learn more.
