September 5, 2015

Guarantee and Refund Policy

Guarentee and Refund Policy - Contact MultiColorLabels

Our Guarantee and Refund Policy

Return Policy (non-stock items / custom-cut orders):
As our promise, we guarantee your 100% satisfaction with our products. We stand behind our guarantee by offering you a prompt refund or replacement of your labels. No returns will be accepted on all custom-cut orders unless if the product you receive is defective or damaged. Please contact us upon recognizing the error so that we can replace your labels in a timely manner. We will identify the problem and rerun a replacement order for you.
This guarantee covers the quality of the production and materials and does not cover spelling mistakes after approval, or any other errors made by the customer which Multicolor Labels has no control over; such as wrong approvals made due to misreading of emails, choosing the wrong colors, material selection errors, wrong type of files submitted, low resolution files submitted or wrong sizes provided. 
 
We want to ensure that you receive the highest level of customer service in all aspects of doing business with us. This is most important when you feel that you did not receive what you expected, and when you want to be completely sure that your replacement order will be exactly what you did expect.
 
Return Policy (stock items only):
We offer an unconditional money back guarantee on all of our products which have a 30 day money back guarantee and a 15% return-stocking fee. If the error is a total fault on our part, then we will credit you in full, including shipping charges. If you are unhappy for any other reason with our stock items, you are entitled to a credit for all unused labels but you are responsible for shipping the product back to us. Credit will be issued upon return of product for the cost of the unused labels and the shipping cost will be non-refundable. Refunds will be credited back to the credit card with which you ordered the product, and you will receive credit notification once the transaction has occurred
 
Return Procedure:
All returns require prior approval and a valid Return Authorization Number (RMA#). Should you have a problem with your order please email Customer Care at info(at)multicolorlabels(dot)com or call us at 1-866-931-5767 and our Customer Care team will resolve the problem for you as quickly as possible and assign you RMA#. You will then be provided with instructions for returning your order.
If a shipment is returned to Multicolor Labels without prior authorization or RMA#, customs/freight/brokerage or any other charges will be charged back to the credit card with which you ordered the product.

Our Delivery Promise and Guarantee:
We make every effort to ship all our products on time, and currently our track record for on time shipments is over 99%. By industry standards that is excellent. There are infrequent occasions however; where for unforeseen circumstances we miss a shipping date. Rest assured that we dislike missing a shipping date every bit as much as our customers.

On those rare occasions where your order does not ship on the date indicated on your email order confirmation*, we will do the following:
1. If possible, we will upgrade your shipping method, at our expense, in order for you to receive the order by the expected delivery date* on your confirmation.
2. If we know we will not make the ship date indicated on your confirmation, and it is not possible to expedite the shipping so that you will receive the order by the expected delivery date* (e.g. your shipping method is already Next Day Air), then we will notify you, and give you the option to cancel your order at no charge.

Note: All orders are F.O.B. our unit location. If we have shipped the order on the expected shipment date*, we cannot be responsible for delayed delivery due to a common carrier (e.g. UPS, FedEx, DHL, Canada Post Mail) not meeting their delivery promise. In those circumstances you are entitled to a refund of any shipping charges we have added to your invoice which pertain to that portion of your order which was late. Please contact us and we will see that your account is credited for that amount.

*Customer must have provided acceptable artwork, and approved proofs within the stated times. All quoted ship dates are based on the day and time we receive your final artwork, or if applicable your proof approval.

For Returns, please contact us as below:
info@multicolorlabels.com
Toll Free: 1-866-931-5767
Tel: 905-501-8653
Fax: 647-435-0735