Shipping & Return Policy

Damaged Shipments

SilkLetter.com packages each order carefully to prevent damages during transport. Unfortunately, occasional damage may occur during transit.

Our 4x Buyer Protection program provides shipping insurance for all SilkLetter orders, protecting against lost, damaged, or stolen items while in transit. When you opt in to our 4x Buyer Protection Program, your order will be insured with fast and easy online claims processing.

Enrolled members must file a claim at the 4x Buyer Protection website. In order to take advantage of the program, customers must enroll and activate within 48 hours of the date of purchase and prior to any claimable incident occurring. An enrollment email is automatically sent once your order has been placed.

Delayed Shipments

Any claims concerning delayed merchandise must be made directly to the carrier (UPS, FedEx, or private freight carrier). SilkLetter.com's responsibility ceases once the merchandise is delivered to the carrier.

Return Policy

Samples

Sample items can be returned within 30 days of delivery. A full refund will be issued less shipping costs.

Unimprinted, Blank Items

For returns on unimprinted items, you must obtain a Return Merchandise Authorization number (RMA) from a company representative within 5 days of delivery, and SilkLetter.com must receive the returned item within 10 days of obtaining the RMA number. A 100% refund will be issued less shipping costs.

After 5 days but before 30 days, returned items still require an RMA number and must be received within 10 days of obtaining the RMA. However, a refund will be issued less a 15% restocking fee and shipping costs.

If 30 days have passed after delivery, no exchanges or refunds will be issued. SilkLetter.com has a one (1) month warranty against manufacturer defects applicable to all items. All returns require an RMA number.

Imprinted Items

Products imprinted in any manner are not eligible for exchange or refund unless there is a manufacturer defect. SilkLetter.com has a one (1) month warranty against manufacturer defects. Our quality control checks ensure that each product leaving our warehouse is inspected and damage-free.

Returning Your Item

All returns must include the following:

1. Original packaging (manufacturer's box, styrofoam, plastic bags, etc.)
2. Original intact UPC barcode. Do not cut out the UPC code until you have examined and tested the product to your satisfaction. Removal of the UPC code voids any possibility of return.
3. Valid Return Merchandise Authorization (RMA). To obtain an RMA number, call Customer Service toll-free at 1-888-745-5538.
4. Original packing slip. Do not mail or dispose of the packing slip until you have examined and tested the product.
5. The return must be complete and include all accessories.
6. Manufacturer documentation (manuals, warranty cards, registration information, etc.)
7. The RMA number must not be written on the original manufacturer's packaging or box. Please write the RMA number on the label used to return the item or the brown shipping box.

For your security, please return your package with an insured courier such as FedEx, UPS, or USPS Parcel Post. Retain your receipt as SilkLetter.com is not responsible for items damaged or lost in transit.

Order Cancellation Policy

For blank items, we start processing your order once you click “Submit Order.” During processing, it may be possible to cancel your order without any cancellation fees by notifying us before shipping.

For printed items, we start processing your order once you approve the proof or click “Submit Order” if you choose to print automatically. During processing, it may be possible to cancel by notifying us before shipping. However, you are responsible for all setup and labor fees incurred, which may include screen, plate, artwork manipulation, and setup fees, as well as any items already printed before your requested cancellation.

Risk of Loss

The risk of loss for the product being returned shall be with you at all times during shipment to the returns center and with respect to any shipments from the returns center back to you. Title to the product being returned will remain with you at all times and will transfer only upon receipt by the distributor or buyer.

Defective Items

Once your return is processed, verified to meet the basic criteria, and deemed a manufacturer defect, your remedy may be an exchange of the same item or a 100% refund to the original payment method. SilkLetter.com has sole discretion in determining the appropriate remedy.

For products verified as defective, SilkLetter.com will reimburse your original shipping expenses, provided the defective item is returned using UPS or FedEx ground shipment only. Alternative shipping methods will not be reimbursed.

Refusing Shipment

If a shipment is refused, there will be a minimum 15% restocking fee. Shipping charges are non-refundable. This applies to all packages shipped back to SilkLetter.com regardless of whether the customer refuses the package, is not available for delivery, or the provided address is incorrect.

SilkLetter.com will not pay for any fees for refused shipments from Canada. All Canadian customers that refuse shipments will not receive refunds for the items shipped. If you decide you no longer want the items, please contact a customer service representative immediately.