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Policy for Returns, Warranty, & Refunds

Return Exceptions

Consumable Material: Vinyl and other consumable supplies such as application tools, blades, cutting strips, transfer tape, etc. are not eligible for return once the packaging has been opened or used.

Custom Cut & By the Foot/Yard Orders: Once custom cut orders are placed, they cannot be canceled or returned.

Individual Items from Bundles/Kits: Bundled items must be returned in their entirety. Individual machines in the bundle are still valid for repair or replacement while under warranty.

Software: Software is not eligible for return under any circumstances. This includes ClipArt, CDs, DVDs, and digital downloads. If the disc is determined to be defective, a digital download for the item may be supplied at the discretion of USCutter.

Drop Ship Items: Special order or direct shipments from the manufacturer are not eligible for return or refund to USCutter. Unless the item has been deemed defective and has been approved by the vendor for return.

Inks: Inks are not eligible for return once they have left the warehouse.
NOTE: Printers are no longer eligible for return once inks have been installed. Any troubleshooting and warranty exchanges will have to be addressed through the manufacturer from that point forward.

Return Policy

ANY ORDER PLACED WITH USCUTTER IMPLIES CONSENT TO ABIDE BY USCUTTER POLICIES.

The customer has 30 days, starting from the date product is received, to initiate a return. After 30 days items are no longer eligible for return. Special Order Items and Drop-Shipments from the manufacturer are not eligible for return to USCutter and cannot be refunded.

If an item arrives in an unusable condition, the customer has 30 days to report any damage or defects from the date they received the product. USCutter reserves the right to request proof in the form of pictures, samples to prove defects, and to send replacement parts for items under warranty.

ALL RETURNS MUST BE AUTHORIZED BY USCUTTER BEFORE ANY PRODUCT IS SHIPPED BACK. Return requests may take up to 2 business days to process. Once approved, the customer will be issued a Return Merchandise Authorization (RMA) number. This RMA will expire 30 days from the date it is issued. If the RMA expires before the requested products are shipped, the return may be denied or only valid for USCutter store credit. If an item is sent back without approval or an approved RMA, the return may not be processed. The customer will be responsible for any shipping costs to have the item returned to them. Unauthorized returns not recovered within 10 days from USCutter contacting the customer will be disposed.

PLEASE TAKE PICTURES AND DOCUMENT CONDITION OF ITEMS PLANNED FOR RETURN. Returning an item for refund or exchange implies the item will be received by USCutter in a re-sellable or repairable state, unless previous determined to be a manufacture defect. The item must be returned in its original packaging and machine returns must include all accessories. If a machine is returned without the original packaging, the customer will be charged a $25.00 fee to cover additional labor required and the purchase of replacement packaging. Incorrect items returned for machine exchanges will result in penalties, which may include fees and/or USCutter account suspension. Please see the Other Fees section below for more details on fees.

Items purchased through Amazon must be returned through Amazon. Return shipping labels will also be provided by Amazon.

Limited Warranty Information

Products with a warranty will have their warranty period listed on the uscutter.com product page. Items without warranty will have no listed time. Reference individual equipment product pages for warranty periods on specific items when Bundles/Kits have more than one machine. The warranty period begins from the day the item is received. Additional warranty time can be purchased for select machines, click this link for availability (Extended warranty must be purchased during initial warranty period and extends from date original warranty ends.)

ALL IMPLIED WARRANTIES, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR ANY PARTICULAR PURPOSE, ARE LIMITED IN DURATION TO MATCH THE LISTED PERIOD ON EQUIPMENT PRODUCT PAGE (AT TIME OF PURCHASE) STARTING FROM DATE THAT ORIGINAL ITEM WAS RECEIVED.

ALL OTHER ITEMS WITH NO WARRANTY PERIOD LISTED ON THEIR PRODUCT PAGE, USCUTTER DISCLAIMS ALL IMPLIED WARRANTIES, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR ANY PARTICULAR PURPOSE.

If there are problems with a product under warranty, contact USCutter Support by clicking on this link. USCutter reserves the right to send replacement parts for any equipment being covered under warranty, instead of replacing the machine outright. USCutter will ship these parts via ground shipping with no cost to the customer, as long as the shipping address is within the United States. Full support will be given by USCutter if any replacement parts have been sent.

If USCutter determines that the equipment is unrepairable, then a RMA number will be assigned. The customer will then be authorized to return the equipment for a replacement. Any equipment older than 30 days may be replaced with a certified refurbished unit at our discretion. Machines still within warranty period that have been discontinued or aged out will be replaced by USCutter with an alternative, but equivalent, unit.

Troubleshooting with USCutter Support is required to receive replacement parts or machine exchanges covered by warranty. USCutter products purchased from a vendor other than USCutter are not covered by support or warranty. Damage to machine due to abuse, accident, misuse, neglect, ordinary wear, out-of-scope modification, power surge, failure to follow directions, improper care/maintenance, or act of nature are not covered by warranty. Units returned under the guise of warranty coverage that have out of warranty damage will be held by USCutter to be returned at customer cost. If machine is not recovered within 10 days from USCutter contacting the customer, it will be disposed.

Machine warranties do not cover the following consumable parts of equipment:

  • Blade holder or blade, or Pen Tool
  • Pinch Roller
  • Cutting strip
  • USB, Serial, Power, or Grounding cables
  • Fuse
  • Software (discs or digital)
  • Heat press platen mat
  • Ink
  • Bundled accessories, vinyl, or other bundle/kit products that come with warrantied machines

USCutter is not liable for any incidental, consequential, or indirect damaged of any kind, including without limitation: personal injury, death, property damage, environmental damage, theft or loss of product, loss of revenue or profits, business interruption, or any other business or commercial loss. USCutter is not liable to any claims or lawsuits asserted against our customers, or any claims or lawsuits related to the unlawful or fraudulent use of our product.

Graphtec, HP, Mimaki, and Roland machines are warrantied through their manufacturer, but USCutter can provide limited troubleshooting support. After support is escalated to the manufacturer, they may approve of USCutter facilitating an exchange or return.

GeoKnight, OKI, and SawGrass machines are warrantied through their manufacturer ONLY.

International Customers: USCutter honors warranties for international customers. However, USCutter will not be responsible for the cost of shipping outside of the United States or to U.S. territories. Please read the USCutter Policy on international orders before placing any order.

International Roland purchases have no warranty coverage. Phone technical support may be available for these machines during the window of their original warranty period at a rate of $60.00 per hour, billable in hour increments at beginning of each hour.

Reporting Requests & Errors

To initiate a return, customers can log into their USCutter account and navigate to My Account. Click on the order that has the item to be returned and select the returns button. This option is available for 40 days from the date the order is created.

To report an error with an order, customers can log into their USCutter account and navigate to My Account. Click on the order that has the item you are experiencing an issue with and select the returns button. This option is available for 40 days from the date the order is created.

The customer has 30 days, starting from the date they receive a product, to initiate a return or report an error for it to be eligible.

Standard Return: The customer will be responsible for return shipping costs for any item being returned for a reason not determined to be USCutter’s error (Examples: The customer ordered an item that is no longer wanted or needed, ordered the wrong item, etc.).

Upon request, USCutter can provide a return label for a nominal fee, please see Return Shipping Labels section below for details.

Order Cancellation: Please verify items being ordered and the shipping address before making a payment to ensure that order is processed and shipped correctly. When an order is paid, it will be processed by the system within 1 to 30 minutes. Once processed, the order may be unable to be cancelled.

USCutter Error: An error in the customer's order must be reported within 30 days from receipt to be eligible for a replacement item or refund (Examples: USCutter sent incorrect item, order was missing item, etc.).

Prepaid shipping labels will be provided for returns of items sent to the customer in error.

Defective Consumables: If the customer suspects that vinyl, transfer tape, or another consumable material is not working as it should, please report the problem to USCutter. A return shipping label will be sent to the customer for sample collection which will be tested in-house to verify source of defect. After testing confirms the issue, USCutter will supply a replacement item or credit to that customer’s account for value of the defective portion.

Consumable defects must be reported within 30 days from product receipt due to environmental and age-related factors that make testing unreliable.

Carrier Loss: Report tracking or carrier issues to USCutter who will reach out to carrier to initiate an investigation. Investigations may take up to 8 business days to locate package. If the package is unable to be located, USCutter will supply a replacement item or credit the customer's account for the value of the lost item.

Carrier Damage: Packages received in a damaged state from carrier should be documented with carrier as damaged, have images taken, and then refused at delivery. Once documented, please submit information to USCutter using this link. USCutter will supply a replacement item or credit the customer's account for value of all damaged items or damaged portions.

Return Shipping Labels & Other Fees

Shipping Labels: Items being exchanged under warranty, determined to be defective or improperly shipped will receive a return shipping label free of charge.

Shipping labels are electronically sent and can be printed or emailed to the customer themselves. If a return shipping label expires or is lost, additional labels will not be provided, and the customer will be responsible for shipping costs for that return. Labels are for use at carrier drop-off locations. Carrier can be scheduled to pick up the customer's package for an additional cost of $9.00 (per box).

If the customer is responsible for return shipping, they may choose their own shipping method and will communicate the tracking information to USCutter. It is recommended that the customer insures their shipment as USCutter is not liable for any missing or damaged packages. USCutter will not issue refunds for lost items.

If the customer is responsible for return shipping, they can request return labels from USCutter with the following fees (per box):

  • $11.99 for consumable items (up to 70 lbs.)
  • $29.99 for equipment (and consumable items over 70 lbs.)

Shipping labels will not be provided for items that require special shipping and handling or freight returns. Fees for unused return labels are not eligible for refund.

Other Fees: USCutter no longer applies an obligatory 20% restocking fee on customer-initiated returns.

If a machine is returned without the original packaging, the customer will be charged a $25.00 fee to cover additional labor required and the purchase of replacement packaging. Exception: Graphtec, Mimaki, and Roland machines cannot be returned without original packaging – boxes must be purchased from these vendors prior to these returns, and the customer is responsible for box fees and shipping costs.

If the packaging was damaged in shipping, USCutter must be provided images of the damage within 5 business days of receiving the package. Images on file of damaged packaging may be used to waive ‘reboxing’ fees on future returns of that machine. Click here to submit images.

USCutter may impose additional miscellaneous fees, up to 50% value of an item or the items, on incorrectly returned merchandise.

Return & Exchange Process

For return requests:

  1. Customers can submit a return request through their USCutter My Account page by clicking on the order and submitting through the Returns button.
  2. The Returns department will review the request and email RMA documentation if the request is accepted.
  3. If USCutter is covering return shipping, a prepaid label will be received near the end of the business day when the request has been processed. If customer is responsible for shipping, please insure the package and write RMA number on the outside of box (not in large numbers).
  4. If the item needs to be repackaged, please use original box and packing materials. If return is in an alternative box, please ensure that the box is packed thoroughly to avoid damage during shipping – NO foam peanuts in box, NO duct tape on returned product.
  5. Take package to local carrier drop-off location.

For wrong item received or missing item requests:

  1. Customers can submit an order error request through their USCutter My Account page by clicking on the order and submitting through the Returns button.
  2. Include images of ship/pack list and incorrectly received item (when applicable).
  3. Customer Service will review request and prepare for correct items to be shipped. Additional images or information may be requested before request is processed.
  4. For incorrectly received items, the returns department will email RMA documentation and a prepaid label near the end of the business day to recover item.
    1. If item needs to be repackaged, please use original box and packing materials. If return is in an alternative box, please ensure that the box is packed thoroughly to avoid damage during shipping – NO foam peanuts in box, NO duct tape on returned product.
    2. Take package to local carrier drop-off location.

For warranty coverage request:

  1. Submit a ticket through the USCutter support site with this link.
  2. Support will troubleshoot and resolve the problem, or determine part needed to fix issue. Warranty exchange will be requested if no other resolution is available.
  3. The Returns department will review the request and email RMA documentation if the request is accepted.
  4. A prepaid label will be received near the end of the business day that the request is processed.
  5. If the item needs to be repackaged, please use original box and packing materials. If return is in an alternative box, please ensure that the box is packed thoroughly to avoid damage during shipping – NO foam peanuts in box, NO duct tape on returned product.
  6. Take package to local carrier drop-off location.

Machine warranty exchanges: USCutter support will either fix machine problems through troubleshooting or replacing parts. If parts needed to fix the issue are not available, the unit will be eligible for cross-ship. For cross-ships, once the package is in carrier possession, please submit a copy of the drop-off receipt to USCutter. The request will then be processed, and replacement machine shipped out. If the customer does not have a receipt, please contact USCutter once tracking is showing carrier possession and movement. The customer can reply to the original exchange request or submit them through this link.

If parts are available to resolve the problem but machine is set to be exchanged instead, then it must be received by USCutter before the replacement machine is shipped out. Once received, it may take up to 2 business days for original machine to be inspected and replacement processed for release.

Additional orders cannot be cross-shipped until previous item has been fully received. It is at USCutter discretion that an order may not be eligible for cross-ship.

Machine upgrades: Within 30 days from receiving the machine, USCutter will allow upgrades to machines of the same type (vinyl cutters for vinyl cutters, etc.). Price difference in units, box fees, and shipping costs may apply depending on the reason for exchange. Upgraded machines can be additionally upgraded if still within original machine's 30 days. All upgrade requests are subject to approval and original unit must be received by USCutter before the upgrade machine is shipped out.

Warranty of upgrade machine will start at received date of original machine and match length of upgraded unit's warranty period.

Orders originating on Amazon or eBay are not eligible for upgrades.

Returns for refund: Once the package has been returned to our facility it will be inspected before request is released for a refund.

Amazon FBA: Orders Fulfilled by Amazon (FBA) are not eligible for return or exchange to USCutter. All returns and exchanges for Amazon FBA are processed by Amazon directly.

Refund Process

Items returned for a refund will be processed within 3 business days of the time the item is received at our warehouse. Once a refund is processed, it will usually be returned to the originating account within 2 to 5 business days, depending on the customer's banking institution. Refunds for purchases paid by check, money order, wire transfer, or credit cards that expired after purchase will be refunded via check. Refunds that require a check to be cut may take up to 1 week to process, and in some cases up to 3 to 4 weeks.

The following are not eligible for refund:

  • Drop ship or special-order items
  • Original shipping and handling costs
  • Fees for any shipping labels purchased from USCutter
  • Will-call service fees

Terms & Conditions

For additional information on orders placed through uscutter.com see our Terms and Conditions.

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