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Shipping & Returns
Customer Service:
Note: All of our prudocts are being shipped with United Parcal Service
At, Spilmans Inc. we are committed to nothing short of excellence regarding the support we provide to all our customers before, during and after your sale. You can contact us in many ways: On-line, by phone, via fax. No matter which method you choose, you will find our Customer Service Support Staff to be concerned, knowledgeable and helpful. Remember, we are not satisfied until you are. Carefully read the information below regarding the proper handling of your new equipment. Following these guidelines will make your experience with Customer Service easier and more pleasant and will help expedite any transactions.


Receiving Your Order

When you receive your order, please follow these guidelines:  Upon receipt of your new merchandise, please inspect it carefully as to contents and condition. All claims for damaged or missing items MUST be reported to Spilmans within two (2) business days of receipt of merchandise. In the event your package arrives damaged, it is the responsibility of the customer to contact the carrier to inspect the package to assure full refund/replacement. All packaging MUST be retained until the problem has been resolved. Carefully unpack and inspect all merchandise. Please DO NOT damage the manufacturers packaging. DO NOT fill out the manufacturers warranty cards until you are absolutely sure you want to keep your merchandise. We cannot accept merchandise for return with completed warranty cards of damaged or missing collateral material. Do not throw away any of the packaging materials such as boxes, instructions, inserts, bags, etc until you are completely sure you want to keep the equipment. Keep your Invoice with your important records.  Read all instruction manuals BEFORE testing your equipment.

Return / Exchange Policy

Should it be necessary to return an item, you may return it for a refund or exchange, excluding any shipping charges, .

To return an item you must call Customer Service for prior approval and obtain an RMA number. All merchandise purchased from us is sold in its original factory packaging with all contents as supplied to us by the manufacturer/distributor. Merchandise can be returned only if in original manufacturers packaging, same condition as sold, with all literature/instructions/documentation and blank warranty cards. Place the manufacturers box into a
shipping carton. Please do not place stickers or shipping labels on the original manufacturers package. Ship to us pre-paid. For your protection insure the package and ship via a traceable method. We are not responsible for lost or damaged packages


Warranties

Order Tracking

Non-Registered Users If you are a new member and have not registered with Spilmans you can still access information pertaining to your order by following these instructions.

Email for an automated response regarding shipping status and tracking numbers of orders placed. PLEASE NOTE: You must indicate the ORDER NUMBER ONLY in the SUBJECT LINE of your email.

Registered Users

To review your order information:
1. After you have registered, logged in, and then placed your order, you will be able to track your order by accessing your account. Simply click on the "my account" link located at the top of the right navigation bar and proceed to the Order Status/Tracking section.
2. The Order Status page will display your order number, the date your item(s) were ordered, whether your item(s) were shipped, which carrier shipped your order, and your order tracking number. By clicking on your tracking number you will see your tracking information provided by the carrier you selected.

How to Contact Customer Service
Online: ord-status@spilmansembroidery.com

By Phone: 1-888 SPILMAN
By Fax: 1-267 295 9994



Hours of Operation for Customer Service
Monday through Thursday: 9:00 am to 5:30 p.m.
Friday (winter): 9:00 am to 1:00 p.m.
Friday (Summer DST): 9:00 am to 2:00 p.m.
Sunday Saturday: Closed
Our Time Zone (GMT -05:00) Eastern Time.

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