Shipping

Shipping Information

Shipping Time

We strive to ship orders as quickly as possible. Orders for in-stock items placed before 3:00 pm are typically shipped the same business day. However, out-of-stock items and bespoke or personalised products will be subject to extended lead times. If you have a time-sensitive need or a specific deadline, please don't hesitate to let us know, and we will do our best to accommodate.

Shipping Charges

Shipping charges are determined by the delivery address and the delivery service you select. It is your responsibility to ensure the correct postcode is entered.

You can view the actual shipping charges upfront. Simply register on our website, add the desired products to your shopping basket, and the total charge for your order will be displayed in the basket.

If, for any reason, the shipping charge is not displayed, please contact your Account Manager or call 0800 110 5781 for assistance.

Returns

Unwanted Items

If you've ordered items which you no longer want, please contact us by emailing customerservice@trade-id.co.uk or calling 0161 475 5617. Be sure to include your order number, the items you'd like to return, and the reason for the return.

We are happy to accept non-faulty items back within 7 days of delivery, provided they are in resaleable condition. Items must be unused, not personalised, and in their original packaging. The company reserves the right to determine whether the items meet these conditions.

If you wish to return non-stock items ordered in error, we may not be able to process the return as it will depend on the conditions set by the manufacturer or our supplier. However, if we are able to accommodate the return, please note that a supplier handling or restocking fee may apply.

All returned non-faulty items will be inspected to ensure they meet the outlined conditions.

Please note, the cost of returning non-faulty items is the responsibility of the customer.

Faulty Items

Should you receive any goods that are faulty, please notify us within 30 days from the delivery date by emailing customerservice@trade-id.co.uk or calling 0161 475 5617. Please provide your purchase order number, a description of the fault, and any supporting photos or videos.

Upon receiving your notification, we may automatically initiate a Return Material Authorisation (RMA) or we may refer you on to our technical support team for further troubleshooting.

If a return is necessary, we will arrange for our designated courier to collect the faulty goods. However, you are responsible for securely packaging the goods and making them available for collection. Please note, collections will only be made from the original delivery address. If the goods have been sent elsewhere, you will need to arrange for their return to the original address for collection.

Once the goods are returned, we will inspect them within 5 business days. If the goods are found to be faulty, we will offer either a repair, replacement, or credit/refund, depending on the circumstances.

Shipping Damage

If you receive an item that has been damaged during shipping, we will either send a replacement item or ship the necessary replacement parts (for items requiring assembly or containing damaged components). Replacement products or parts will be shipped using our standard shipping methods.

In some cases, we may need your assistance in filing a claim with the shipping company that caused the damage. To help with this process, please take a picture of the package upon arrival if it appears damaged.

We will arrange to collect any damaged merchandise that needs to be returned.

Any delivery disputes, including lost, damaged, or missing items, must be reported to us within 14 days of the dispatch date. This ensures we can address the issue with our distribution partners within their required timeframe.

Printer Replacement and Warranty Terms

Replacement Eligibility

• Fault Report: The issue must be reported within 30 days of delivery.
• Print Limit: The printer must not have printed more than 30 cards.
• If these conditions are not met (e.g., fault reported after 30 days or more than 30 cards have been printed), a replacement will not be provided.

Technical Support

• If the issue doesn’t meet the replacement conditions, the Technical Support department will attempt to resolve the issue via email.
• If we can't resolve the issue via email, we'll issue an RMA (Return Merchandise Authorisation) so you can return the printer for repair. Please note that under our return-to-base policy, you're responsible for shipping the printer back to us for the repair.

Repair Charges

• Repairs may incur charges if the issue is not covered by the manufacturer’s warranty.

Warranty Exclusions

Warranty exclusions may include, but are not limited to the following:

• Physical or accidental damage.
• Printhead issues.
• Electrical mishandling.
• The duration of the warranty (usually given in years).