Delivery and Returns
We promise to deliver the best quality custom products to you in a timely manner.
From time to time things can go wrong and mistakes can happen, which is very upsetting to us and we take it personally if our product does not meet or exceed our customers’ expectations.
If you are not satisfied with your order, please get in touch and let us know. We appreciate feedback from our customers and we are always striving to improve our business operations. Our customer support specialists will do their best to reply as soon as possible.
We usually deliver to the selected countries only. They can be seen at the checkout. If you have not found your country, please contact us so we could arrange the shipment to your country. The shipping cost can be seen at the checkout. It may vary depending on the destination country, service level or special offers.
Marktek uses local postage companies for standard delivery service and DHL Express for the all express orders. Most orders are sent as a letter, however, large or heavy orders will be shipped as parcels.
For private individuals, parcels will be delivered to the entered address, however, sometimes they might arrive to the local post office. In this case, the customer will be informed by post notice. It is customers responsibility to collect the item from the post office or collection point.
For businesses, the parcel will be delivered to the specified shipping address without prior notice.
The express orders will be delivered to the entered address with prior notice from the courier.
Delivery and Returns policy:
This policy covers the aspects of our business that we have direct control over and does not cover the actions of third parties.
Under this policy, we guarantee:
- To deliver high-quality products in a timely manner.
- To deliver the product you ordered and the quantity you ordered.
- To deliver a product that is a close reflection of the design you created.
Our policy does NOT include:
- Delivery times - as these are fulfilled by a courier. We can only provide you with an estimated delivery date which is a good indication of when you should expect your order, but not a guarantee.
- Delivery if a customer enters an incomplete or incorrect delivery address.
- A delivery that is refused by the recipient or if multiple delivery attempts are made unsuccessfully.
- Delays in transit.
- Delays in production if we are awaiting information from the customer (e.g. new artwork to replace inaccurate or unusable previously uploaded artwork, questionable notes left by customer).
We do not accept the returns of custom designed products as signs are printed-on-demand for each customer. The pre-made signs or accessories can be returned within 14 days, if they have not been used. However, we accept returns of all items that arrive damaged, faulty or defective.
If the goods were delivered significantly after the estimated delivery date, we will refund you the shipping costs. Please contact us as each case is sorted out individually.
We will not reimburse for lost or stolen packages that have Proof of Delivery.
If your order has arrived damaged we will replace it with a reprint of the damaged products. We require a photo to clarify the condition of your order before processing the reprint.
If the quality of the products you received is not satisfactory, we will refund you the full amount or offer a free reprint. We require a photo to clarify the issues with your order and may also ask that you ship back the products to us. Marktek does not reimburse for return shipping costs on the products being returned.
If you are not satisfied with your order, please contact us by e-mail ([email protected]) within 14 days of receiving your order. We work hard to respond to your requests within 1 business day and we will do everything we can to assist you.
Production delay policy:
In the event that we determine that the artwork/images/logos you have submitted won’t print well, or we need more information from you to print your order, we will place that specific item On Hold, and reach out to you via phone or e-mail. We request that you please reply to the e-mail with new artwork (preferrably in vector format), approvals, or any responses to process your request as quickly and efficiently as possible.
For your order to remain within your original production schedule, if we do not hear back from you within 24 hours we will send your order through to print as it was placed. Please note that if you are unsatisfied with your item after this point, we will be unable to provide you with a reprint or refund for the same.
Postage and delivery times:
Most of our items are shipped within 1 working day. Products that require painting are shipped within 2 working days due to required drying process. Products made of steel might be shipped once a week. The delivery time depends on customers' country. Standard delivery might take from 3 to 21 working days, meanwhile express orders are usually delivered within 2 working days.
We always strive to deliver our goods within the specified time-frames, but delays can sometimes unexpectedly occur. In the event of a delay, the customer will be contacted by phone or e-mail as soon as possible and a new delivery time will be agreed. If the order has not arrived at the specified shipping address within 14 business days, please contact us, preferably by email or phone. You have the right to cancel the purchase if the delay causes significant problems. You always have the right to cancel your order if the delivery time exceeds 30 business days.
Marktek assumes the transport risk when the goods are delivered to you. However, the customer is responsible for the transport risk when the goods are returned to us, if a return of the goods is necessary.
What is a full refund?
Marktek will refund up to the full amount that was paid to Marktek by the customer on any single order, in the same payment method that customer used to pay for the order.