FREQUENTLY ASKED QUESTIONS
GENERAL
ORDERING
MACHINE QUESTIONS
GENERAL
How can I get a copy of an INVOICE?
You should have received an invoice (via email) the same day your order was shipped. However, if you simply call our customer service department @ 866-514-1523 at any time during operating hours, we will gladly send it to you again!
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Will you MATCH a competitor’s price?
Not only will we match a competitor’s price, but we’ll also give you an additional 20% of the difference! Click HERE for all of the details!
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Do you have a 100% Satisfaction Guarantee?
Definitely! We guarantee your satisfaction or your money back! If you are not completely satisfied with your purchase, please return the product in its original packaging within 30 days of the purchase date for a full refund, less shipping costs. For more information on returns/exchanges, click HERE.
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What is your RETURN policy?
All products may be returned for a full refund or exchange (less shipping) if returned within 30 days of the original purchase date and in like-new and re-sellable condition. An RMA (return merchandise authorization) number is required for all returns/exchanges. Please contact our customer service department to obtain your RMA # prior to returning any products. A re-stocking fee of 20% or $25 (whichever is greater) may apply to return requests made 30-45 days after the original purchase date. All custom-ordered products, closeout/overstock products & products purchased over 45 days ago are non-returnable.
To return a product for credit, exchange or repair, please follow these 4 easy steps:
1. Call our customer service @ 866-514-1523 to obtain your RMA # (required).
2. Make sure your return shipment is complete (including all paperwork, accessories, manuals, etc.) and your products are packed carefully. If the products you are returning were shipped inside a heavy duty cardboard box, they should be returned in the same manner-including all inner packaging to protect the product from damage.
3. Clearly indicate the RMA # on the shipping label (on the outside of the shipping carton). This will identify your return and expedite the processing of your credit or exchange. Please do not write on the product boxes as we will be re-selling them.
4. Return the shipment by the carrier of your choice to:
Binding Depot / Returns Dept.
Attention: RMA #______
1505 E. McFadden Avenue
Santa Ana, California 92705
We recommend using a shipping carrier such as UPS or FedEx which can provide detailed tracking information, as well as insurance (should the goods be lost or damaged in transit). We cannot accept responsibility for lost or damaged packages that were not packed & shipped by Binding Depot.
After inspecting the returned product to insure it is in like-new and re-sellable condition, we will promptly make an exchange or credit your account, per your instructions within 1-2 business days. Repairs are usually completed within 3-5 business days. Once the RMA has been processed, you will receive an email confirmation detailing the transaction, including any charges or credits applied.
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How do I request a CATALOG?
You can find our complete product offerings listed right here on our web site! You’re saving money because we’re not spending money on printing one!
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Can you send me any SAMPLES?
We are always happy to provide you with a sample of a product…as long as we have one available to send you. Feel free to call our customer service department with your request or email it to info@bindingdepot.com.
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ORDERING
When will I RECEIVE my order?
All in-stock items ordered before 6:00 p.m. EST M-F, excluding holidays, will be shipped the same business day. Orders are shipped via UPS Ground unless an expedited option was selected. Click here to estimate the shipping time in-transit to your destination (this table provides approximate time-in-transit information for UPS ground service). Please note: "transit days" is the number of business days it will take your product to arrive at its destination, not counting the day the order ships. Once your order ships, you will receive an e-mail with a UPS tracking number so you will know exactly when your package will arrive!
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How do I estimate my SHIPPING cost?
After you have filled your basket and are ready to check out, go to "View Basket" and click on "click here to estimate shipping cost". Upon entering your zip code, you will be able to view your options. Please note: For an accurate shipping estimate, you must have all items in your basket.
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Can you EXPEDITE my shipment?
Certainly! The methods of expedited shipping that we offer are: Next-Day Air, 2-Day Air, 3-Day Air, & Next-Day (Saturday delivery) ~ all via UPS.
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Do you ship OUTSIDE of the contiguous US?
In addition to the 48 contiguous states, we also ship to Canada & Puerto Rico. Sorry, we do not ship internationally.
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Will I be charged any sales TAX? What if I’m tax EXEMPT?
We only charge sales tax on orders shipping to California. If you are in California and you are tax exempt, we can fax/email you a short form for you to fill out and fax back to us @ 800-616-5543. Once received, we will remove the California state sales tax from your order.
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What PAYMENT methods do you accept?
We accept Master Card, VISA, American Express & Discover credit cards.
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MACHINE QUESTIONS
How can I get a copy of an operation MANUAL?
You can call our customer service department at any time during regular business hours @ 866-514-1523 and we will promptly fax or email it right over to you!
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Do you provide on-site service for the machines that you sell?
No, however we do recommend a company called On-Site. Click on the following link for their contact information, machines they service and their service area. http://www.onsitellc.com
What if my machine needs REPAIR?
Should your machine require repairs, please contact our Customer Service Department. Be sure to have the model number and serial number ready when you call. Equipment must be returned at the customer's expense via insured, pre-paid freight to the address given by our Customer Service Department. A return merchandise authorization (RMA) must be obtained prior to returning any product. See the instructions above for obtaining an RMA. If your machine’s repair is covered under warranty, it will be repaired promptly and returned to you via prepaid UPS. Out-of-warranty machines will require a non-refundable inspection fee of $50 to be paid upon returning the machine for repairs. After inspecting your machine, we will prepare an estimate of the repairs necessary and obtain your authorization prior to the repairs being done. If the repairs are authorized, your inspection fee will be credited toward the repair costs. Please allow 3-5 business days for repairs plus the time in transit to and from the destination.
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Should I SAVE the BOX my machine came in?
Yes! Should your machine need repair or you decide to send it back for whatever reason, having the carton it was originally packaged in not only makes it all the more convenient for you, it'll also aid in the prevention of any damage that may occur during transit.
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How do I make a damage claim?
Please inspect all packages for visible damage before you sign the delivery receipt! A freight bill must be signed noting damage or shortage and you must notify Binding Depot within 48 hours of receiving the damaged product. We may request that the product be picked up and inspected to determine the cause of the damage. Keep all boxes and packing material, as the product may need to be re-packaged to return to UPS or Binding Depot for inspection. Credit cannot be issued if the above conditions are not followed.
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