Stock Product Return Policy.

For Custom Products Policy,
Order Cancellation Policy,
Rush or Special fulfillment, or
Damaged Delivery see below.

Stock items: LetterBank has a liberal return policy on non-custom products from our retail online store. Items which have been drop shipped by contract with a LetterBank subcontractor or fulfillment vendor may accrue additional expense for return processing and evaluation as demanded by their agency policy.

Returns are accepted only with a valid Return Authorization (RA) number for items from our warehouses and fulfillment subcontractors with adequate notice when claims are made within five (5) days from receipt of merchandise.

Return claim form

There is a 20% restocking cost assessed on most returns; Other manufacturers for which we are authorized dealers, may charge more. LetterBank's return policy for products and materials produced by outside services is subject to the terms and conditions imposed by these manufacturers, and in no way circumvents the 5-day time limit from date of sale.

Shipping costs to you and shipping returns back are your responsibility. Damaged items returned are not credited, so insure your package. Items not returned within seven (7) days are considered sold and final.

NOTE: We do not accept return packages without a valid RA number, and we do not accept postage-due or C.O.D. packages at any time for any reason.

Completeness of returned product and its suitability for resale is evaluated upon receipt of merchandise. Incomplete or damaged product(s) cannot be credited. Items returned after seven (7) days are prorated for wear, and cannot be resold as new. Regarding suitability of a product: It is buyer's responsibility to do due diligence prior to purchase.

If you are unhappy with your purchase and feel the purchased item was misrepresented, contact LetterBank Customer Service immediately during regular business hours, Monday through Friday from 6:30 am to 4 pm (excluding holidays) Pacific time, and we will do whatever we can to make your order correct.

Calls for returns or defects not reported within five days of receipt are subject to replacement for the same item only, prorated for wear and use. For proper credit, use this form. We are not liable for deadlines missed when sending replacement products.

Fabrics, blank materials and sign products are sold "as is" and are packaged and shipped to arrive in good condition. LetterBank makes no claims as to the suitability of any product we sell for use as a sign, or in a manner inconsistent with industry standards and practices.

Custom products are not returnable.
We cannot accept returns on custom-cut, painted, assembled, sewn, fabricated or created products (items purchased blank or custom cut, or sold "as is" or sold by the square or linear foot), as these items are not resalable by manufacturer/vendor or LetterBank.

If there is something else we may answer regarding our policy, feel free to write to us. Our address is:
LetterBank, 950 Chorro Street,
San Luis Obispo CA 93401-3202 USA

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Custom Products Policy

Custom items are not returnable; items other than "off the shelf" products (as determined by LetterBank) are considered custom, but we may be able to help if you have a problem with the sign or sign components. Table covers or skirting, or ANY fabric product as example, is custom made from a bolt of fabric when an order is placed, and is custom made to order. Contact us within 24 hours to report any problems. Read terms. Custom products, by their nature, are products and materials which have been altered, modified, cut, amended and assembled or fabricated to your order, and are not returnable.

Order Cancellation Policy

Canceling orders placed in the previous 5 days (stock items only). If you must cancel an order for a custom item, be aware that you are responsible for costs associated with your order to the point of cancellation: processing, designing and contracting that are as a result of your order, and charges for which which may have already accrued, including shipping and return shipping. Cancellations for orders of stock items (an inventoried item) must be received prior to our shipping a part or all of the order, or a handling and return/restock fee will accrue (See also Terms). Custom sign fabrication cancellation: Canceling any or all of a custom order (as defined by LetterBank) accrues handling, processing, contracting, art department time, if any, and, any and all materials used, and any and all production time used, at any point no less than 25% of the cost of the custom item. Cancel by email only. Specify order number and reason for cancellation request.

Canceling orders placed in the previous 10 days. Stock items may have already shipped (see restocking). Custom items may already be in the assembly, cutting and finishing process. You are liable for all costs incurred up to the point of cancellation, which may be equal to the total amount paid for an item. We will do our best to work with you and the factory involved to work out a resolution which does not penalize our company or the factory for work done in good faith.

Rush Order, Rush Shipping or Special Fulfillment

Once an order is placed and shipped, unrefundable charges for processing and shipping the order, as well as return shipping charges, accrue. The customer placing the order is responsible for all costs incurred directly as a result of the order being placed and cancelled. This applies to all orders. Credit card charges or check payments which are refuted or upon which a stop-payment order is placed, constitute fraud, mandating legal action if necessary, which costs are added to the amount due, to recover costs incurred on behalf of the customer order. Cancel by email only. Specify order number and reason for cancellation request.

Damaged Delivery Product?

Read carefully: IT IS YOUR RESPONSIBILITY to immediately advise the delivery person that your product is or may be damaged. IT IS YOUR RESPONSIBILITY to indicate "item damaged" or "item not inspected" on the delivery bill of lading or signature tablet, otherwise the courier can claim the item was damaged after delivery and you cannot be reimbursed. That means you now own a non-returnable, damaged product. We don't want that to happen to you, our customer. WE WILL WORK ON YOUR BEHALF, but need your cooperation to claim damages from the carrier, without which you cannot be reimbursed. Regardless, YOU MUST RETAIN THE DAMAGED BOX OR NOT ACCEPT DELIVERY. There are no exceptions. We will replace the damaged product, but can only do so with your full cooperation. If you have discarded the original box, we may need to charge you for a replacement product IF the carrier refuses to accept responsibility due to lack of evidence. A charge for a suitable new container and associated expenses will be deducted from your credit.

We package our products to ship safely, and all products are carefully inspected prior to shipment to assure a sound, useable product.

Advise us of the incident, so that we may create another product, or have another product created for you. If you have already disposed of the original box, the product is yours, as the shipper will not credit you or us for the item. If the item has been re-shipped or moved from the original delivery address, you own it, as the shipper will refuse to credit for their error in handling and shipping.