Refund policy

Refund Policy

1. Return Conditions

Supplies: Unopened and undamaged supplies may be returned. Please make sure all items are in their original packaging and condition to be eligible for a return.

Equipment and Spare Parts: All equipment and spare parts, including DTF printer sets, UV printers, and heat presses, are non-returnable and non-refundable.

If a spare part or piece of equipment appears damaged or defective upon delivery, please do not open, operate or install the item. You must follow the instructions in Section 5: Damaged Orders to submit a claim.

2. Initiating a Return

Customers have a 14-day window from the delivery date to initiate a return for eligible products. Requests made after the 14-day period will not be processed.

To initiate a return, please complete the Order Support Request form on our website. Be sure to enter your order information accurately and provide a clear explanation of the reason for your return.

Please note that customers are responsible for arranging and covering the cost of return shipping. The original shipping fee charged with the order is non-refundable, as the service has already been provided. Any refund will be calculated after deducting the original shipping cost.

3. Restocking Fee

A restocking fee of 20% plus the cost of the return shipping label will be applied to all returned items. This fee covers handling and restocking costs.

4. Non-Refundable Items

All sales are final for the following items, which cannot be returned:

  • DTF Printers and Printer Sets
  • UV DTF Printers
  • Shaker and Dryer Machines
  • Heat Presses
  • All Spare Parts

5. Damaged Orders

Small Orders Shipped via Parcel Carriers (UPS, USPS, etc.)

If you receive an order that appears damaged, please complete the Order Support Request form on our website to open a case.

We will coordinate directly with the shipping carrier to investigate and resolve the issue.

Please note that carrier resolution or reimbursement may take approximately 20–30 business days. Once a claim is opened, the carrier may contact you to inspect the damaged package and product at your location. You are therefore required to respond promptly to any calls or emails from the carrier to avoid delays or claim denial.

Cosmetic damage that does not affect the product's mechanism, operation or functional performance does not qualify the item for return. In such cases, compensation may be provided, subject to review and approval.

Spare Parts (Printheads, Boards, Electronic & Mechanical Components, etc.)

All spare parts are non-returnable and non-refundable.

If a spare part appears damaged or defective upon delivery, do NOT open, operate or install the item.

Take clear photos of the outer packaging and, if the box appears damaged, record a video of the unboxing.

Submit these materials using the Order Support Request form on our website within 5 business days of receiving the item.

Any spare part that has been opened, used or installed will not be accepted for return under any circumstances, even if the item would otherwise qualify under the damaged/defective category.

Large / Heavy Equipment Shipped via LTL Freight Carriers

All large and heavy equipment, including commercial heat presses, printers and dryers, ships via freight and arrives on a pallet or in a sealed crate. It is the customer's responsibility to carefully inspect the shipment before signing the Proof of Delivery (POD).

If any part of the shipment appears damaged, do not accept the delivery right away. Follow these steps to protect your claim rights:

  1. Ask the driver to document the damage by creating a Damage Report.
  2. Take clear photos of the damaged crate and/or product and of the completed Damage Report.
  3. Do not sign the POD without noting the damage. Clearly mark the Proof of Delivery as "DAMAGED".
  4. Notify us immediately by phone at (847) 721-4705 or by email at info@eagledtfsupply.com.
  5. Submit the Order Support Request form on our website to open a case. This allows us to help you resolve the issue with the carrier.

⚠️ IMPORTANT: If the damage is not documented on the Proof of Delivery at the time of delivery, we cannot file a claim with the freight carrier. In that case, no compensation, replacement or reimbursement will be possible.

⚠️ IMPORTANT: Cosmetic damage that does not affect the product's mechanism, operation or functional performance does not qualify the item for return. In such cases, compensation may be provided, subject to review and approval.

Your cooperation in following these steps is essential for a successful resolution if damage occurs.

Resolution from the freight carrier may take approximately 50–60 business days.

6. Order Cancellation

Customers may request an order cancellation by submitting the Order Support Request form on our website or by contacting info@eagledtfsupply.com with their order number.

Before Shipment: Orders may be canceled prior to fulfillment. However, if a shipping label has already been purchased or a freight carrier has been scheduled, but the shipment has not yet been picked up, the following cancellation fees may apply:

  • Parcel Shipments: A cancellation fee equal to 5% of the order total will be charged to cover payment processing, bank transaction and administrative costs.
  • Freight Shipments: A cancellation fee equal to 20% of the shipping cost may be charged to cover freight booking, carrier arrangement and handling fees.

Upon request, Eagle DTF Supply can provide a copy of the Bill of Lading (BOL), shipping label or other applicable documentation as proof that shipment arrangements were made.

After Shipment (In Transit) or After Delivery: Once an order has been shipped or delivered, cancellations are no longer possible. Any request will be handled in accordance with the return and refund conditions listed above.

If the product qualifies for return under this policy, the customer must follow the return procedure. Applicable shipping costs, carrier fees and restocking fees may apply.

7. Chargebacks and Payment Disputes

Customers agree to contact Eagle DTF Supply first to attempt to resolve any issue related to an order before initiating a chargeback or payment dispute with their bank or payment provider.

If a chargeback or payment dispute is initiated without first contacting Eagle DTF Supply, we reserve the right to formally dispute the claim by providing the payment provider with relevant documentation, including but not limited to:

  • Order confirmation
  • Shipping and delivery confirmation
  • Carrier tracking information
  • Communication records
  • Our Terms of Service
  • This Refund Policy

If a chargeback or payment dispute is resolved in favor of the customer and a refund is issued by the payment provider, ownership of the merchandise automatically reverts to Eagle DTF Supply.

Customers must return the merchandise in its original condition within five (5) days after being contacted by Eagle DTF Supply and must cooperate with all return instructions provided.

Return Address:
Eagle DTF Supply
515 W Golf Rd, Arlington Heights, IL 60005, United States

Failure to return the merchandise within the required timeframe or in its original condition may result in collection actions, additional recovery fees or legal proceedings to recover the product or its value.

Eagle DTF Supply reserves the right to restrict future purchases, cancel orders or suspend service to customers who initiate fraudulent or abusive chargebacks.

8. Tax-Exempt Status & Sales Tax Refunds

Tax-exempt status must be established and approved before placing an order, using the tax-exemption form on our website. Any tax-exempt documentation submitted after an order has been completed will apply only to future purchases.

We are unable to apply tax-exempt status retroactively to previous orders. Therefore, sales tax charged on orders placed before tax-exempt approval cannot be refunded, reversed or credited.

If you believe you qualify for a refund of sales tax paid on prior purchases, you may contact your state's tax authority directly to request a refund, in accordance with your state's rules and procedures. For more information, please refer to your local tax authority's guidelines.

9. Refunds

Once the returned item has been received and inspected at our warehouse, refunds are processed within 1–3 business days.

We will notify you by email once your refund has been issued.

10. Contact Us

If you have any issues or need assistance with your order, please use the Order Support Request form on our website to create a case.

If you are unable to access the Order Support Request form, you may contact us at info@eagledtfsupply.com or call us at (847) 721-4705 with your order number and a brief description of the issue.