RETURN PROCEDURES


We want you to be happy!

We’ve built our success around taking care of our customers, so if you’re not completely satisfied with the quality of the merchandise you receive, we want to make it right. We’ll provide a full replacement or refund if merchandise falls short of your expectation.

Returns

You can return merchandise for exchange, store credit, or refund—with your receipt—within 30 days of purchase. The merchandise must be in its original packaging and in sellable condition.

Merchandise shipped or ordered online

If you need to return an item we’ve shipped to you, please call us toll free at 1-800-SAM-FLAX for instructions on return shipping and to obtain a return authorization (RA) number. An RA number is necessary before you can ship anything back to our warehouse.

Damage claims

All our shipments are insured so if you receive a package that’s been damaged or tampered with, we can take care of you! Please take these steps:

1. Sign the FedEx or other carrier’s receipt—and note on it that the carton appears damaged. Also, please keep a copy of this receipt for yourself.

2. If the damage is discovered after the carrier is gone, please notify them or Sam Flax (1-800-SAM FLAX) by phone within 72 hours.

Reimbursement

We will provide a refund in the same tender you used to pay. If you used a credit card, we can only credit to that same card.

Backorders/Refunds

We can line-item backorder any out-of-stock products with a price of $25 or more—or if you’ve ordered open stock items in volume with an aggregate total price of $25 or more. Products with a total line price under $25 will be canceled. If you’ve paid by credit card, we won’t charge your account for an unshipped item. If you’ve paid by check or money order, we’ll send a refund check. After 30 days, you can re-order and the stock most likely will be replenished.

Unfortunately, we cannot accept returns of the following items:

Decorative and loose papers, presentation products, books, Pantone color match materials, projectors, special or custom order merchandise, custom framing, custom printing, custom cut products, clearance or markdown merchandise, or any used or opened products.

Cancellations

Please call 1-800-SAM-FLAX and ask to speak with “Customer Service” to cancel an order. Please note that most of our orders ship within a 48-72 hour time period. To ensure that your order gets cancelled before it ships, please call us as soon as possible. There is up to a 20% cancellation fee on all orders shipped then later cancelled.

Thank you for shopping at Sam Flax!