Fotex Print Return Policy
1. PRINTING ERROR RESOLUTION
Fotex does not check any submission for spelling, grammar, or any other errors. The design will be printed as it appears during the approval step. It is your responsibility to ensure that all materials submitted for printing are formatted correctly.
Standard File Review
Before you approve file for printing, make sure that your design does not have errors prior to print that will result in a bad print product. Our file specialists will review files for the following common errors (but ultimate responsibility to check such errors is yours):
• Full bleed
• Text and content out of zone
• Image Resolution
• Spot Gloss or Foil Stamping alignment
Other errors our file specialists will not check for include but are not limited to the following:
• Spelling Errors and typos
• Color out of gamut
Limited Warranty for Products Ordered. Fotex guarantees prints you order and pay for will be in accordance with CMYK industry standards for pleasing color. We offer no guarantee of "match-print" color fidelity and cannot prevent slight color shift throughout an order. Fotex does not guarantee color will match the preview as it appears on a customer's monitor, because monitor colors vary. Fotex is not responsible for any color shift that occurs in conversions from RGB to CMYK color modes. We recommend all custom designs be designed in CMYK and uploaded in CMYK. You may also upload in RGB if you choose, but the color will be converted to CMYK and may not be accurate. If you do upload in CMYK, we ask you to design using our preferred color profile for better color accuracy.
Orders will not be defective due to printing errors, coating errors, cutting errors, or bindery errors if they were designed within Fotex design specifications.
You may not be able to print or write on the product after purchase. Fotex' products are often coated and can be difficult to print on. High Gloss coated products cannot be printed on while matte covered products may require commercial printers. Satin matte finish allows for easier writability compared to our High gloss finish. It is your responsibility to test using a sample and verify that your printer or pen will work before placing an order. Samples can be ordered online for free.
Fotex cannot be held responsible for un-usable QR codes and /or Microsoft Tags after print. Please test the code with the application before file submission. Immediately upon receipt you should inspect all Products to ensure there are no defects and that the order is complete. If a print is found to be defective, Fotex require fanned out photos to show a sampling of the defective product from the front, middle, and end of the package(s) prior to taking any action.
The foregoing warranty does not include defects due to customer errors, such as incorrect file submission in accordance with our specifications, duplicate orders, customer misunderstandings of turnaround time, slight color variances within four color (CMYK) industry standards for pleasing color, disregard for cutting and folding tolerances within stated limits on the website, incorrect paper, cover stocks and coating options chosen for print, undeliverable packages/3rd delivery attempts or refusal or delivery and orders returned without an RMA. No compensation is offered for any of the above or below items.
• Blank Card
• Border
• Incorrect card orientation
• Crop Marks
• Folding Out of Spec
• Hard to Read
• Inverted Stamp File
• Mini Image
• Missing Logo
• No Text
• Not Full Bleed
• Colors out of the CMYK color gamut.
• Text or important images out of the safe zone
• Pixilation
• Visible Template Lines
• Files with rounded corners designed into image
2. SHIPPING
Fotex utilizes third-party carriers to deliver orders and it is not liable for delivery problems. Fotex makes no guarantee about time in transit of any shipping method. If you do not receive an order by the expected delivery date, or it arrives damaged, you should email info@fotexprint.com or call (858)228-7697 and include invoice number.
Except for the foregoing limitations, Fotex shall make commercially reasonable efforts to make sure that products ordered before 8:00 pm Pacific Time will be delivered on or up to the date you choose during the checkout process. Fotex' cutoff time of 8:00 pm PST is based on the time we receive notification of a payment clearing, and order acceptance in our production system. Therefore, please avoid placing orders close to cutoff time to avoid delays. Orders placed on hold for any reason may encounter delayed deliveries.
Fotex may have a shortage discrepancy of up to 5% on products. If this occurs, we will grant a prorated store credit, refund or reprint for the number of cards up to the selected quantity. Fotex uses multiple printing presses thus resulting in variances from order to order. We make reasonable attempts to utilize same type presses to fulfill orders on same invoice, but we cannot guarantee it.
Refused or undeliverable orders that are on time are not Fotex responsibility and these are not subject to reprint, store credit or refund. Orders returned without an RMA to Fotex as undeliverable may be recycled or eligible for reshipment based on the reason of the failed delivery attempt. Please contact us via e-mail at info@fotexprint.com or by phone at (858)228-7697 within 30 days of the scheduled delivery date.
If an order is delayed as a result of the fault of Fotex, the sole remedy shall be that Fotex may (a) upgrade of shipping type, (b) compensation of the shipping difference paid in the form of a store credit or refund. Fotex must be contacted via e-mail at info@fotexprint.com or by phone at (858)228-7697 within 30 days of the scheduled delivery date. Fotex has five business days from the time of notification to respond with one of the resolutions below:
Lost Packages
When a package is lost in transit, Fotex will, at its option, reprint with the same production terms or issue compensation.
If the package is located by the carrier it will be rerouted to the customer promptly upon discovery. However if customer receives both original and reprint, customer will be required to pay for the reprint or return at Fotex' cost. Shipping carriers typically require 10 business days for refund of shipping costs.
If the package is not found, Fotex will require confirmation from the carrier prior to issuing compensation.
Damaged Packages
When packages are damaged in transit, Fotex will reprint with the same production terms or issue compensation. Customer will be required to provide package and contents to carrier.
3. ORDERS / CANCELLATIONS
Fotex recommends payment via credit card, but you may also use PayPal to complete orders. Typical credit card payments clear within 5 seconds whereas electronic checks may take up to an average of 7 business days to clear. This will affect the delivery date chosen and push back your estimated delivery date for all orders are processed based on when payment is received. Please place your order at least 30 minutes prior to the cutoff time to ensure your order is available to print that night. All orders are printed Monday - Friday. If Fotex receives the confirmation after our cutoff time of 8 PM PST, orders may not print that night. Fotex cannot be held responsible for delays if confirmation arrives after 8 PM PST.
Orders may be canceled by phone (858) 228-7697 or email info@fotexprint.com. Orders that have already printed cannot be canceled.
4. DEFECTIVE PRODUCTS
Fotex must be contacted via e-mail at info@fotexprint.com or by phone at (858)228-7697 within 30 days of receiving your order. Fotex require fanned out photos to show a sampling of the defective product from the front, middle, and end of the package(s) prior to taking any action.
If the product is not deemed defective, and customer chooses to keep the product, Fotex can issue a 50% store credit for the product cost towards a future order. If the product is deemed defective, and of Fotex error, we will reprint the order with the same delivery terms ordered.
Since each order is custom made to customer and has no re-sale value, All Sales Are Final. Full refunds are only authorized with a Return Merchandise Authorization (RMA) Label based on Manager discretion. Fotex will issue a RMA number so the defective product can be returned for a full refund, but Fotex is not responsible for added pick-up or service fees. Orders that are returned without prior authorization will not be eligible for compensation. All authorized RMAs will go through a Quality Control check prior to the compensation being issued. All defective merchandise, including any and all reprints of the defective set(s) must be returned with an RMA in order to receive a full refund on the defective product ordered.
Fotex does not offer any compensation for customer errors under Limited Warranty for Products Ordered.
5. CREDIT / REFUND
If the Product is found to be defective and you request a reprint, Fotex will reprint at no charge with the same production and delivery terms extending from the time of resolution. Fotex may require samples and photos of the defective product prior to taking any action.
If a print is defective because of Fotex error, then you may contact Fotex to request a reprint, an in-store credit, or refund. Fotex must be contacted via e-mail at info@fotexprint.com or by phone at (858)228-7697 within 30 days of receiving your order. Fotex may issue a RMA number so the defective product can be returned for a full refund, but Fotex is not responsible for added pick-up or service fees. Fotex reserves the right to request samples or photos of the defective product before issuing a RMA. Orders that are returned without prior authorization will not be eligible for compensation. All authorized RMAs with in-store credits or refunds will go through a Quality Control check prior to the in-store credit or refund being issued. All defective merchandise must be returned if an RMA is required for an in-store credit or refund to be issued.
Fotex does not offer refunds for any and all customer errors.
Fotex does not refund, cancel or credit if the Service failure or defect is caused, in whole or in part, by acts of God, weather conditions, environmental or dangerous goods incidents, perils of the air, public enemies, public authorities acting with actual or apparent authority, acts or omissions of customs officials, authority of law, quarantine, riots, strikes, work stoppages or slowdowns, or other labor disputes or disturbances, civil commotions or hazards incident to a state of war, local or national disruptions in ground or air transportation networks or systems due to events beyond our control, disruption or failure of communication and information systems, disruption or failure of utilities, or other circumstances beyond our control.