LettersandSigns.com Company Policies
Shipping Costs
We work hard to find the best shipping prices for our customers. We ship via UPS, FedEx, and over-the-road truck freight carriers for large projects.
When we quote the cost to ship a project, that quote is an estimate based on the approximate size and weight of the box or crate the project will be packed in. Only after the project is completed and packaged can we confirm the exact cost, because at that point we can weigh it and measure the final box or crate.
For signage in a box or container over 24″ in width or length, FedEx and UPS charge an extra handling fee — approximately 35% or more of the cost to ship the product.
We do everything we can to provide exact shipping costs up front on estimates and invoices. However, if a project costs more to ship than we estimated, we will let you know immediately and charge the difference against what we originally quoted. 2nd Day and Overnight shipments will not be quoted until the project is completed and packaged for shipping.
Fuel prices also affect shipping costs. Both FedEx and UPS can and do raise their rates to reflect fuel cost increases.
Shipping outside the United States can get expensive. We work hard to find the most cost-effective way to get your signage to you in a timely manner. We have found that USPS is not always reliable and is very slow. We can sometimes ship via USPS to APO addresses, but please be aware that delivery may take a while.
Please note: When we ship to overseas locations, we do our best to estimate the approximate cost of shipping. There are instances where the actual cost is more than we quoted, since international rates change constantly based on customs, the route the package has to travel, carrier pricing, and other factors. If the shipping cost is more than what was quoted, we will charge you only for the additional cost to ship, and we will provide proof of the shipping receipt. We do not charge for our time to handle domestic or overseas shipments.
Manufacturing Delays
There are occasions when manufacturing delays occur, caused by an excessive volume of orders, machinery breakdowns, and similar issues. When this happens — which isn’t often — we do everything in our power to let you know what is happening with your project and when it will ship. We also do everything in our power to ship products out in a timely manner and on the estimated ship dates.
Shipping Delays
We rely heavily on shipping time information from our carriers, including UPS, FedEx, and our over-the-road freight carriers. Occasionally weather becomes a major factor in delays and, in some cases, shipments may be lost track of for a short period of time. This can affect UPS Ground, FedEx Ground, and especially our truck freight carriers, as well as any 2nd Day or Overnight delivery.
We will let you know of any delays as they occur, along with the updated shipping times provided to us. We cannot be held responsible for delays caused by our shippers, but we will do everything we can to resolve them quickly.
Damage Claims
All claims for breakage and/or damage must be reported to us immediately — within 3 days of receipt — by calling 816-800-9444.
Send photos of the damage to creative@lettersandsigns.com. Please include your sales rep’s name along with as much detail as possible, such as the condition it was received in, the time of day it arrived, and anything else relevant.
Failure to report a claim for breakage or damage within 3 days shall cause the purchaser to waive those claims. We require that damage claims be made as soon as possible so that we can file with the shipper immediately. We cannot emphasize this enough: contacting us 2–3 weeks after delivery to report shipping damage raises suspicions, and at that point we are unable to go to the shipper for resolution.
Non Accessible Address / Return Shipments
Please pay close attention to the shipping address on your signage invoice. That is the address we will ship your project to.
If you move during the signage manufacturing process and we are not notified of the address change before shipping, all shipping, return, and reroute costs are the customer’s responsibility.
We have had delivery issues in heavy urban areas where commercial or private locations are not clearly marked or accessible, resulting in projects being shipped back to us. Work job sites are not advisable as delivery drop-off points.
If your address is not accessible by any of our shipping carriers and the shipment comes back to our plant, we will have to charge you again for shipping. If a signage project is returned to one of our plants for any reason, or needs to be resent to a different address, it is the customer’s responsibility to pay the additional shipping charges — both the charges to return the shipment to the plant and the charges to ship it back out to the new location.
Refusal of Shipment
If a shipment is refused for any reason, that refusal does not constitute a refund of the products ordered. All products are custom made and have received prior written or e-mail approval and payment from the contact customer prior to shipment. Changes in the scope of work after the products have been manufactured and shipped are the responsibility of the customer, not LettersAndSigns.com.
Plan Ahead
Give yourself plenty of time to receive your signage project.
We do not offer RUSH PRODUCTION for an extra fee. We can produce projects as fast as we are able if we are given plenty of advance notice to prepare. We work to meet all of our production timelines and are successful at least 95% of the time. Our inside sales and design reps have a good handle on daily production fluctuations, and when we know your timeline needs up front, we can give you sound expectations for project delivery.
Returns & Refunds
Any letter that is defective due to material or manufacturer defects will be accepted for return. Please call us at 816-800-9444 to receive a return authorization. All returns must be received within 30 days of purchase. No C.O.D. returns will be accepted.
Due to the nature of our business, sign letters and component parts are produced as orders are received — they are custom made. For that reason, custom made-to-order signage projects cannot be returned for a refund. However, if we made a mistake in the manufacturing process, we will do whatever is reasonable to repair or replace the signage project.
Our goal is to make sure you are completely satisfied with your signage project. We go into great detail through renditions and samples to confirm that your project is exactly what you will be receiving.
A Breakdown of Returns
- Changeable letters can be returned for full credit. These are not custom made, so they are easy to return.
- Custom ADA signage cannot be returned for a refund. If there has been a manufacturing, typographical, or image mistake due to our error, the custom ADA signage will be remade to graphics specifications.
- Custom letters or signage cannot be returned for a refund. If there has been a manufacturing, typographical, or image mistake due to our error, the custom letters or signage will be remade to graphics specifications.
- Plaques cannot be returned for a refund. If there has been a manufacturing, typographical, or image mistake due to our error, the plaque will be remade to graphics specifications.
- Return shipping on a manufacturing error made by us will be covered by us. Shipping on all other returns will be covered by the customer.
