Returns

Did not get what you want? We will make it right! We want your experience with IDentiphoto to be pleasant and productive. Below is the fine print concerning returns.We can only accept unopened/unused products for return within 30 days of the purchase date. Defective merchandise can be exchanged for the same item.

Returning Products

A Return Merchandise Authorization (RMA) number must accompany all returned products. We do not accept any returns without a RMA number. To receive an RMA number, please contact a customer service representative at (800) 860-9111. Please be sure to reference the invoice number, the item number you wish to return and reason why.

Requests for RMA numbers must be made within 30 days of ship date shown on invoice.
RMA numbers are valid for 10 business days (two calendar weeks), please ship your return to arrive at our warehouse within 10 business days.
Once you have the RMA, follow the directions on the form and ship the product back to us. You will need to pay for shipping costs unless given alternate instructions from an authorized customer care team representative. You must ship your return via a repeatable carrier that can track packages such as UPS or FedEx. We are not responsible for lost or stolen merchandise. Keep your tracking receipt from the shipping company so you can track your package if it does not arrive or file a claim if it is damaged during the return process.
All items must be in "as new" condition, in original packaging and with all manuals and accessories. Any discrepancies could result in a delay or partial forfeiture of your credit. Use a shipping carton and place your return inside with sufficient packaging to prevent damage in-transit.
When your return has been received and processed, we will credit your account for the amount of your purchase -- less shipping/handling, applicable taxes and any associated restocking fees.

Stock items and printer ribbons are returnable when less than 30 days has passed since the invoice date and the product is unused and in its original packaging. Software, used or refurbished equipment, imprinted and special orders cannot be returned. An RMA number must be issued prior to acceptance of any return. Request your RMA by contacting us at (800) 860-9111 or via email at sales@identiphoto.com .

Incorrect Item(s)

If we made a mistake and sent you the wrong item(s), we will send you the right item(s) and arrange to have the wrong one sent back at our cost. Please contact us at (800) 860-9111 for immediate service.

Exchanges

Exchange items will be shipped once the original item has been received and inspected. For immediate exchanges, you can purchase the new item and have it sent and then we will credit your account when the original item is received. The customer is responsible for all shipping costs and will be charged accordingly. All returned items will be inspected for damage and charges will be assessed before a new item is sent. IDentiphoto is not responsible for damage during shipping.

Please be sure to follow the instructions on the provided return merchandise authorization (RMA) form.

Shipping Cost

Shipping costs are non-refundable. Shipping is part of the transaction and not the product. Only a product can be returned, so only the product price is refunded. If the product is defective or damaged, we will pay the return freight and send you a new product. If a product is exchanged or returned for a refund, then the customer is responsible for the shipping, including any damage incurred on the way to IDentiphoto. All re-shipments will be made in the same method the original order was placed. Customers will be responsible for upgrades to UPS Next Day Air, 2nd Day Air or 3 Day Select.

Canceling an Order

You may only cancel items from your order that are currently in a backorder status and are not custom items. If you would like to cancel backordered items from your order, please contact our customer care team at (800) 860-9111 as soon as possible.

Items that have already entered the shipping process can NOT be canceled.

Defective Product Replacement

If replacement of a product is needed by a customer prior to an assessment of the "defective" product, IDentiphoto can ship out an immediate replacement product. This item will be invoiced at the proper rate. Once we receive and determine the product to be defective, IDentiphoto will issue a credit.

Defective products should be shipped to IDentiphoto using the standard return (RMA) procedures listed above.