Limited Warranty Policy:
River City Supply’s limited warranty covers the replacement of any product found to have manufacturing defects. This warranty is the sole liability of the manufacturer or distributor and supersedes all other conditions, warranties, guarantees, obligations, rights, or representations, whether expressed or implied. No entity has the authority to offer any other warranty on behalf of the manufacturer.
River City Supply will only replace materials sold by them and not garments or items to which the heat transfer material has been applied (e.g., jackets, shirts, shoes). Upon acceptance of the goods and/or transfers, the customer assumes liability for any damages resulting from use or misuse, indemnifying the company against any loss, damage, or injury.
River City Supply is not liable for product misuse and requires all products to be used professionally, following manufacturer application requirements. The warranty covers the replacement of the product only and does not include labor, incidental costs, or garments. No product warranty applies to items applied with a hand iron or Circuit Easy Press.
Due to the manufacturing process, materials may vary in length by up to 1 inch or more depending on the material and conversion process. River City Supply does not guarantee the accuracy and completeness of the materials and content on their website. While efforts are made to update product information, product swatches provided by manufacturers may be used.
How to Place an Order with RCGS:
Customers are encouraged to use the secure online shopping cart and checkout system for a convenient purchasing experience. Questions about products or online purchases can be directed to [email protected].
Back Orders:
Back orders indicate products temporarily out of stock. Fulfillment of back orders may take days to weeks due to stocking issues.
Live Inventory:
As of January 2022, RCGS has transitioned to full online ordering with a live inventory. While efforts are made to maintain accurate inventory counts, occasional miscounts may occur. Orders will be adjusted, and payment methods will be charged accordingly in case of discrepancies.
Drop Shipping from Manufacturer:
Certain products or equipment on River City Supply may not be stocked at their warehouse and require ordering from the manufacturer. Drop shipping fees are added during checkout, and processing and shipping may take additional time.
Shipping Options:
- Curbside Pick-Up: Customers choosing curbside pick-up should allow 30-45 minutes (during normal business hours) for order preparation. An order completion email will be sent once the order is ready.
- FedEx and UPS Ground: Expedited shipping options are available. For inquiries, please email [email protected].
- Freight Forwarders: RCGS does not process orders from freight forwarder companies. Orders of this nature may be canceled and refunded.
Texas Sales and Use Tax Exception Customers:
Customers in Texas are responsible for providing RCGS with their Texas Comptroller’s certificate by uploading it to their online customer profile. RCGS cannot remove sales tax after orders are placed if customers do not complete the necessary steps during the ordering process.
Shipping Issues:
- Free FedEx ground shipping is available for orders of $200 or more. RCGS is not responsible for carrier shipment delays and will not reship packages believed to be lost until 48 hours have passed without a carrier tracking update. RCGS is also not responsible for shipping delays or lost packages resulting from customer-requested changes to package delivery arrangements. Packages marked as delivered by the carrier and believed to be missing or stolen are not RCGS’s responsibility. Note that free shipping does not apply to equipment or drums, and shipping to Canada is not available.
- Porch Piracy: The buyer is responsible for packages stolen or removed without their consent.
- Free shipping applies only to the 48 contiguous states.
- Free Shipping Cut-off: Large orders placed within 20 minutes of the cut-off time may be delayed until the next business day due to the inability to properly pull and package products.
River City Supply Return Policy:
River City Graphic Supply’s return policy is as follows:
- All Sales Are Final, Unless Authorized by RCGS: All sales are final unless explicit authorization has been granted by River City Graphic Supply. To request a return authorization, please contact customer service at [email protected].
- Return Shipping and Restocking Fee: Customers are responsible for return shipping costs, and a 25% restocking fee applies to all authorized returns, deducted from the refund amount or store credit.
- Unused and Original Packaging: Returned items must be unused, unaltered, and in their original packaging. RCGS reserves the right to reject returns that do not meet these criteria.
- Printer Purchases: Printer purchases are considered final once inks have been loaded into the printer, and no returns are accepted for printers with loaded inks.
- Inspection of Returned Items: Upon receipt, RCGS will inspect returned items to ensure they are in new, unused, and unaltered condition. Returns not meeting these conditions may be subject to additional fees or denial.
- Final Sale Items: Clearance, imperfect, closeout items, and face masks are considered final sale and not eligible for return.
- Discounted Sale Items: Items on sale at discounted prices must be purchased through the official website to qualify for the discounts.
- Reporting Product Issues: Report product issues within five (5) business days of receiving your order for prompt resolution.
- Refund and Store Credit: RCGS does not offer cash refunds. Customers who paid in cash may receive a store credit for future purchases.
- Order Cancellation: RCGS reserves the right to cancel and refund suspicious or fraudulent orders. Orders with pricing errors on the website may also be canceled, with customers promptly informed.
For questions or assistance regarding the return policy, contact RCGS customer service at [customer service email/phone number]. Thank you for choosing RCGS for your supplies and equipment needs.
Damaged Items Policy:
While RCGS takes care in packaging orders, they have no control over handling once a package leaves their facility. If you receive damaged items, please follow these steps:
- Remove all items from the packaging, spread them out for visibility.
- Include the packing slip received in the box.
- Take pictures of damaged items and, if applicable, the packaging.
- Email the pictures and details to [email protected].
Our Hours:
RCGS’s office hours are from 9:00 a.m. to 5:00 p.m. Monday to Friday. For inquiries outside these hours, please email [email protected], and they will respond as soon as possible.
