Shipping policy

Effective Date: To Be Determined | U.S. Orders & Approved International Arrangements

DTF Printer USA is committed to clear shipping expectations, careful equipment handling, and responsive assistance when delivery issues occur.

Shipping Options

We primarily ship parcels through UPS. Available services may include UPS Ground, UPS 2nd Day Air, UPS Next Day Air Saver, and UPS Next Day Air. Rates and delivery estimates depend on the destination and selected service. Heavy equipment is typically shipped by freight carrier.

Processing Times

Supplies: Orders placed by 5:00 PM Central Time (CT), Monday through Friday (excluding holidays), ship the same business day. Orders placed after 5:00 PM CT, on weekends, or on holidays will ship the next business day.

Commercial equipment: Printers, powder shaker dryers, heat presses, embroidery machines, and similar equipment are generally prepared and shipped within two (2) business days. Special preparation or freight scheduling may require additional time. Processing times refer to the time required to prepare and ship an order. Delivery times vary depending on the shipping carrier and destination.

Domestic & International Shipping

We normally ship within the United States. International shipments are not offered as a standard service; however, customers may request an exception by providing a valid prepaid shipping label or approved freight arrangement, subject to prior written approval. The customer is responsible for import duties, taxes, customs documentation, and destination requirements unless agreed otherwise in writing.

Shipping Origin: We ship U.S. orders from our warehouse at 12603 Executive Drive, Suite 814, Stafford, TX 77477, United States.

Houston Local Delivery: Free local delivery is available for orders of $500 or more to Houston-area addresses within 20 miles of our Stafford warehouse.

Freight Delivery & Customer Preparation

Large equipment may arrive on a pallet or in a crate. Customers must ensure the delivery site is accessible and arrange suitable unloading equipment when required.

Visible Freight Damage — Required Steps

Inspect the shipment before accepting delivery or signing the Proof of Delivery (POD). If visible damage is present, do not accept the shipment as undamaged:

Inspect the pallet, crate, packaging, and visible equipment surfaces.

Take clear photographs and videos of the visible damage.

If you notice any visible damage, clearly write "DAMAGED" on the Proof of Delivery (POD) before signing. Never sign the delivery document without documenting the damage.

Contact DTF Printer USA immediately for instructions.

Submit a report through https://dtfprinterusa.com/pages/order-support-request with your order number, description, photos/videos, and a copy of the marked POD. If attachments are unavailable on the form, email the files to info@dtfprinterusa.com.

IMPORTANT: Failure to record visible damage on the POD may prevent verification or recovery of a freight claim. To the extent permitted by applicable law, DTF Printer USA is not responsible for compensation, replacement, or reimbursement for visible transit damage when the customer’s failure to document it prevents verification or recovery through the carrier.

Concealed Freight Damage

Damage not reasonably visible at delivery but discovered after unpacking is reviewed separately. Report it promptly, preferably within 48 hours of delivery, through https://dtfprinterusa.com/pages/order-support-request. Provide the order number, photos, videos, and a description, and retain the original packaging. The original POD need not say “DAMAGED” for a genuinely concealed damage claim. If the form does not accept files, email them to info@dtfprinterusa.com.

Cosmetic Damage

Cosmetic damage that does not affect equipment safety, mechanical operation, or performance does not automatically qualify the product for a full return or replacement. DTF Printer USA may review appropriate repair, replacement of an affected cosmetic component, or partial compensation.

Returns & Exchanges

Supplies — Customer-Initiated Returns: Customers may request a return within thirty (30) days after delivery. Only unopened, unused, and undamaged supplies in their original packaging and condition are eligible for ordinary customer-initiated returns. Contact DTF Printer USA for return authorization before shipping items back. Approved returns because the customer no longer wants the product are subject to a ten percent (10%) restocking fee. The customer pays return shipping, and the original shipping charge is non-refundable. These ordinary-return fees do not apply to verified DTF Printer USA fulfillment errors or approved remedies for damaged or defective items.

Defective Supplies: Customers may request a return for supplies believed to be defective within thirty (30) days after delivery. DTF Printer USA will provide a prepaid return shipping label and inspect the returned product to determine whether a refund is required. The unopened-product requirement for ordinary customer-initiated returns does not apply to defective-product claims. No restocking fee applies to an approved defective-product refund.

Supplies Return Inspection & Refund Processing: Authorized supplies returns will be inspected within five (5) business days after receipt at our warehouse. If approved following inspection, the refund will be issued within three (3) business days after the inspection, after applicable deductions for ordinary customer-initiated returns. The bank or payment provider may require additional time to credit the funds to the customer’s account. Refer to the Return & Refund Policy for complete return conditions.

Equipment and spare parts: Commercial equipment and replacement parts are non-returnable and non-refundable, except as required by applicable law. If equipment arrives with shipping damage or a manufacturing defect, DTF Printer USA will evaluate the issue and arrange eligible repairs or replacement components under the applicable Shipping Policy or Limited Warranty. Do not operate or install visibly damaged equipment or defective parts before receiving support instructions.

Delays, Incorrect Addresses & Missing Shipments

Carrier delivery dates are estimates and may be affected by weather, service interruptions, or other circumstances outside our control. Once an order has been shipped and handed over to the shipping carrier, DTF Printer USA is not responsible for delivery delays caused by the carrier or circumstances beyond our control. Customers must provide accurate delivery information. Address corrections, failed deliveries, and redelivery may result in additional carrier charges. For missing, incorrect, or delayed shipments, customers should contact DTF Printer USA promptly. Our team will review the issue and coordinate with the carrier when necessary.

UPS Next Day Air orders shipped on Fridays may not arrive on Saturday and may be delivered on Monday instead. DTF Printer USA is not responsible for weekend delivery delays caused by the carrier.

Shipping Support

DTF PRINTER USA | 12603 Executive Drive, Suite 814, Stafford, TX 77477
info@dtfprinterusa.com | +1 (337) 785-6864 | www.dtfprinterusa.com
Support requests: https://dtfprinterusa.com/pages/order-support-request

DTF Printer USA provides an initial response within twenty-four (24) hours after receipt of an inquiry. This initial-response period is not a guarantee that a carrier investigation, claim, repair, or refund review will be completed within twenty-four hours.