If you're considering placing an order or have already placed an order, please unblock the fantasticdisplays.com domains from your email processor. You can also add sales@fantasticdisplays.com and service@fantasticdisplays.com and/or the agent(s) you have email correspondence with. Finally, check your spam folders for our emails if you placed an order and haven't received an email. If we sent email(s) to the email address that was included in the order, the burden is on the customer to make sure they receive the emails about the order that they placed.
We mainly operate as an e-commerce company, so almost 100% of our orders are placed on our website. The few orders that are placed over the phone or in person are treated as online orders as well. This allows us to have an efficient and streamlined workflow to ensure Customer Success!
About Returns...
If you're reading this right now, then you're probably interested in finding out about how we handle returns. However, for you to learn how to return something, this means that at the very least, you are interested in placing an order with us, or maybe, you already placed an order, and for that, we thank you for your business. Thank you for taking a chance on us. Rest assured that we are driven by Customer Success, and we are constantly improving the delivery of our products and services.
It's always best to plan your exhibit, and the best way to avoid any delays is by allowing your displays to arrive ahead of your deadline. The key to timely delivery is understanding exactly how long your order will take to produce and how long it will take for it to be delivered to your shipping address. We're all about Customer Success, and we strive for perfection, but mistakes do happen! Please remember that once your order leaves our facility for shipping, we cannot control how UPS handles the packages. Although we trust UPS to deliver almost all of our orders because they have been very reliable since we opened our doors, they make mistakes, too! Here is a full breakdown of UPS's terms. Please track your orders closely and do let us know if any exceptions come up during transit, and we will try our best to make logical accommodations to ensure your success.
- Please let us know if there is something wrong with your order within 5 days of receiving your order. This is five calendar days after the delivery date on your order's tracking information. Even though inspecting your order on the day that it arrives is the best practice, we understand that life happens. If you find that there is something wrong with your order after 5 days from the delivery date, please let us know anyway, and we will try our best to make swift and fair accommodations to help you succeed. We require all returning items to be returned to:
Fantastic Displays
14279 Albers Way
Chino, CA 91710
within 14 days from the delivery date.
- One of the best ways we ensure Customer Success is by offering our products at very competitive rates. To keep our rates competitive, we require that all returned items be returned in their original packaging, including any accessories that were included in the order. If we can keep our costs down, we can keep the prices low, too!
- If your returned items warrant any refunds, as long as your order is no older than 30 days and we received all items to be returned within 14 days of the delivery date (if applicable), we can issue funds back to the order's original form of payment. After 30 days (from the date the order was placed), we are limited to issuing refunds as store credits.
- If your order is missing any items, we can send them using the original shipping service that your order came with. For example, if your order was shipped via free UPS Ground, we will ship any missing items via UPS Ground as well. We understand that some orders might require faster shipping service for any missing parts to arrive on time. For these orders, we can cover up to 50% of expediting shipping costs for any missing items, at our discretion, on a case-by-case basis. We can also issue a partial refund for the retail value of any missing items instead of shipping them out to complete the order. This also applies to damaged items for repair and replacement items.
- We rely on our customers' prompt and detailed communication during return requests. If there are any issues or errors with the items that were received for the order, we will ask for pictures to detail these issues or errors. This allows us to measure the scope of what would need to be fixed or corrected before we ask for any items to be returned. This is the fastest way that we are able to resolve most order issues.
- Our email is service@fantasticdisplays.com
- Our phone number is 1-844-789-5010
- If we determine that UPS or whichever carrier was used to deliver your packages is at fault for any errors or issues with your order, we will file a claim with the carrier, and you will hold the item(s) until the carrier is finished with its investigation.
- Any items being returned to us must be shipped at the buyer's expense (this is you, the customer). We cannot refund or reimburse for any return shipping expenses to cover any returned items for refund and/or repairs. It is in the customer's best interest to ensure these packages for his/her protection. That being said, if you have to return an item so that we can fix a workmanship error or issue that was made on our end, we can cover the return shipping, at our discretion, on a case-by-case basis.
- Any and all printed or custom works are non-refundable. If your order did not include any Design Services, or in other words, we did not prepare the artwork files that were printed for your order, we cannot be held responsible for any dissatisfaction over the colors, resolution, and design of your printed or custom works. However, to ensure Customer Success, we minimize the chances of such events by screening and proofing each artwork file before production. Here is the complete breakdown of our Artwork Guidelines.
- There are absolutely no refunds in the form of cash, credit card, check, or ACH that can be processed after 14 days of receiving returned items or 30 days after the order is placed, whichever date is earlier.
About Warranties...
- The warranty begins on the day the products are delivered and continues for a single 6-month period. After 6 months, items are no longer under warranty.
- If items are defective, damaged, or are missing upon arrival, please refer to About Returns... above.
- Under the warranty, we are limited to correcting or replacing, at our discretion, any hardware or parts that shall be returned to us.
- After the item is shipped back, we will correct the issue and ship out the repaired product within several business days. DO NOT DISASSEMBLE THE DEFECTIVE ITEM YOURSELF; DOING SO WILL VOID THE WARRANTY.
- The warranty does not cover customer negligence, misuse, improper installation or accident, normal wear and tear, or after the product has been altered by someone other than Fantastic Displays. The warranty covers workmanship only.
- All shipping expenses are the buyer's responsibility, no exceptions for warranty repairs, as covered in About Returns... above.
- Print and quality issues are covered in About Returns... above and in our Artwork Guidelines.
Warranties for Advertising Flags and Event Tents...
- The warranty begins on the day the product is delivered and continues for a single 30-day period. After 30 calendar days, items are no longer under warranty.
- If items are defective, damaged, or are missing upon arrival, please refer to About Returns... above.
- Under the warranty, we are limited to correcting or replacing, at our discretion, any hardware or parts that shall be returned to us.
- After the item is shipped back, we will correct the issue and ship out the repaired product within several business days. DO NOT DISASSEMBLE THE DEFECTIVE ITEM YOURSELF; DOING SO WILL VOID THE WARRANTY.
- The warranty does not cover customer negligence, misuse, improper installation or accident, normal wear and tear, or after the product has been altered by someone other than Fantastic Displays. The warranty covers workmanship only.
- All shipping expenses are the buyer's responsibility, no exceptions for warranty repairs, as covered in About Returns... above.
- Print and quality issues are covered in About Returns... above and in our Artwork Guidelines.
Canceling Orders...
Every single order that comes in incurs administrative costs, including labor for accounting and invoicing, checking and securing inventory to fulfill the order, and email correspondence. Orders also come with preparation work, and to keep our costs (and prices) down and our customers happy, we take processing our orders very seriously, so we start processing orders ASAP. This can also include time spent coordinating with overseas manufacturers or local vendors that we buy frames and hardware from, as well as service providers who can print and sew some of our products. Orders also incur costs associated with services performed, such as processing the order's print files and sending digital proofs to every single order. We mention all these costs explicitly to be clear and transparent that our cancellation fee is a genuine reflection of the costs that we suffer when orders are canceled.
We charge a 10% cancellation fee, and here are the guidelines:
- Should an order lapse 30 days before artwork is submitted, Fantastic Displays will charge the 10% cancellation fee and can only issue refunds as store credit if the order is canceled.
- Should you need to cancel your order, a written request via email and/or a verbal request via phone must be made within 2 calendar days from the invoice date, OR before we process and send a digital proof, whichever comes first. Any cancellation requests past this period will incur a 10% cancellation fee and will be deducted against the cost of all goods and services (excluding shipping fees and taxes paid).
- If you cancel the order within 2 calendar days from the invoice date + no digital proof has been processed or sent, a full refund will be issued to your original form of payment.
- If you cancel the order after 2 calendar days from the invoice date, a 10% cancellation fee will be deducted from the refund that will be issued to your original form of payment.
- If you cancel the order after we have processed and sent a digital proof to the email address that the order was placed with, a 10% cancellation fee will be deducted from the refund that will be issued to your original form of payment.