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Return & Refund Policy

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 is open or used.

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

Software: Software is not eligible for return under any circumstances. This includes ClipArt, CD’s, DVD’s 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. Inks can be sold 30 days from expiration per the manufacturers.

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

NOTE: Once inks have been installed in ANY printer, the printer is no longer eligible for return. Any troubleshooting and warranty exchanges will have to be addressed through the manufacturer from that point forward. In the event there is damage in shipping USCutter must be notified immediately and be provided images before authorizing a return or exchange.

Return Policy

The preferred method to initiate a return is to submit a ticket here. If an item arrives in an unusable condition, you have 5 business days to report any damage or defects from the date you receive a product. USCutter reserves the right to request proof in the form of pictures or samples to prove defects as well as the right to send replacement parts for items under warranty. You have 30 days starting from the date you receive a product to initiate a return. After 30 days items are no longer eligible for return. Special Order Items and Drop-Shipments from the manufacturer, are non-returnable to USCutter and cannot be refunded. All returns must be authorized by a USCutter representative before the product is shipped back. The USCutter representative will issue a Return Merchandise Authorization (RMA) number that must be put on the outside of returned item’s box. The request can take up to 2 business days to be approved for processing. If an item is sent back without an approved RMA number on the box the return may not be processed and the customer would be responsible for any shipping costs to have the item returned to them. The item must be returned in its original packaging and including all accessories. If an item is returned without the original packaging the customer will be charged a $25.00 fee. The customer has an option to purchase a box from USCutter (inventory permitting) for $25.00 plus $9.99 outbound shipping costs. Exceptions: GraphTec, Mimaki, and Roland boxes must be acquired through GraphTec, Mimaki, and Roland respectively. The cost for the replacement box is determined by these vendors. USCutter reserves the right to issue a customer credit for damaged goods in lieu of a replacement.

See the items below to determine the terms for your return. Any order placed with USCutter implies consent to abide by these policies.

Warranty

Products with a warranty will have the warranty period listed on the product page. Any item without a warranty listed on the product page on USCutter.com does not have one. The warranty begins from the day the item is received and does not extend. Warranty is only valid with the original packaging, this includes the box itself, Styrofoam inserts, foam endcaps, etc. If the packaging was damaged in shipping we must be notified and provided with photos within 5 business days of receiving the package.

If you are having problems with a product contact USCutter Support at 1-425-481-3555. 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 shipment is within the United States. Full support will be given by USCutter representatives in the replacement of any parts sent.

If USCutter determines that the equipment is not able to be repaired, then an RMA number will be assigned and the customer authorized to return the equipment for replacement. Any equipment older than 30 days may be replaced with a certified refurbished unit at our discretion.

The following are warrantied through the manufacturer and will have limited troubleshooting provided by USCutter*: Graphtec, Mimaki, Roland, and HP.

The following are warrantied through the manufacturer ONLY: SawGrass, OKI, GeoKnight and Hotronix.

*Troubleshooting for these units may begin at USCutter and can be escalated to vendor for further troubleshooting. Exchanges and returns can be facilitated by USCutter once the manufacturer has approved such actions are necessary.

International Customers

NOTE: No warranty on out of country Roland purchase, only our phone technical support for warranty period is available. Billable phone support after warranty expires is available at $60.00 per hour. On-site at $110.00 per hour and any and all travel expense.

USCutter does honor warranty for international customers. However, USCutter will not be responsible for shipping costs.

In the event that you do need warranty service, we are willing to swap parts, but you will be required to pay for shipping in both directions. You would also have the option to purchase parts directly in order to avoid the hassle of cross-shipping defective parts back to us. Please read USCutter Policy on international orders before placing any order.

Order Error and Other Returns

Any item being returned for a reason not determined to be USCutter’s error then the customer will be responsible for return shipping. Upon Request USCutter can provide a return label for a nominal fee.

  • Fees: $9.99 for consumable items (per label).
  • $19.99 for equipment (per label).
  • Excluding items that require special shipping, handling or freight shipping.
  • Unused Return labels are ineligible for refunds.

(Examples: Customer ordered the wrong item, item is no longer needed/wanted.)

Items sent to the customer as a result of USCutter’s error will have a shipping label provided.

Return Shipping Labels and Other Fees

Shipping Labels: Items determined to be defective, improperly shipped, or being exchanged under warranty will receive a return shipping label free of charge. Customers that are responsible for return shipping may choose their own shipping method as long as tracking information is communicated to USCutter. We recommend that the customer insures their shipment as USCutter is not liable for any missing or damaged packages and as such will not issue refunds for lost items. Original shipping and handling costs are non-refundable. If a return shipping label(s) expires or is lost, additional labels will not be provided and the customer will be responsible for return shipping moving forward. Any item being returned for a reason not determined to be USCutter’s error then the customer will be responsible for return shipping. Upon Request USCutter can provide a return label for a nominal fee.

  • Fees: $9.99 for consumable items (per box).
  • $19.99 for equipment (per box).
  • Excluding items that require special shipping, handling or freight shipping.

Other Fees: If an item is returned without the original packaging the customer will be charged a $25.00 fee. The customer has an option to purchase a box from USCutter (inventory permitting) for $25.00 plus $9.99 outbound shipping costs. Exceptions: GraphTec, Mimaki, and Roland boxes must be acquired through GraphTec, Mimaki, and Roland respectively. The cost for the replacement box is determined by these vendors directly.

Return and Exchange Process

USCutter does not allow "cross-ships". Once the defective unit has been returned to the repair facility the unit will be inspected for damage before the replacement is released. Processing time is 2 business days from the receiving date before it will be released. All replacement units are subject to inventory availability and USCutter will reserve a replacement item if available for 30 days. After 30 days the reserved item will be returned to stock and will then be subject to inventory availability once again.

Upgrades: Equipment exchanges to upgrade to a different machine can be performed within 30 days of receiving the original item. Please contact Customer Service to be approved for an RMA number. Restocking and shipping fees apply. Must have the original packaging. New equipment will be released once the original item has been received, inspected, and all fees/remaining balances have been collected.

Consumables: Consumable materials are not covered as an exchange. They will be processed as a return for refund. Restocking and shipping fees apply. Customer’s will need to purchase a replacement at full price.

Amazon FBA: Orders Fulfilled by Amazon (FBA) are ineligible for return or exchange to USCutter. All Returns and Exchanges for Amazon FBA are processed by Amazon directly.

Refund Process

Items returned for 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 2-5 business days, depending on the customer’s banking institution. Original shipping and handling costs are non-refundable.

Returned items will be assessed for normal wear and tear upon arrival.

Terms and Conditions

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