Customer Satisfaction Guarantee
Fast and Friendly Customer Service Free Samples Quality Products Money Back Guarantee 
Member of the
Better Business Bureau
Bank Wire Transfer
Ordering Information
1. Questions?... Need Help?... Ready to Order?
Contact Customer Service
Telephone: 800-336-6636 (USA toll free)
USA: 419-354-1427
Fax: 419-353-7908
Email:
2. On-Line Shopping Cart
Currently, the Shopping Cart feature is only available for a portion of our product line.
We are in the process of expanding the Shopping Cart feature to other product lines.Look for the ADD TO CART button for products that can be ordered online:
3. Terms of Sale
Click on text to automatically scroll to the information section:
A - Pricing
B - Acceptable Forms of Payment
C - Information Required for Credit/Debit Card Payments
D - Western Union Money Transfer
E - Wire Transfer Instructions
F - Extended Payment Terms
G - Return Policy/Money Back Guarantee
H - Technical Support — General
J - Privacy Policy
A – PRICING
Prices shown on the website exclude:
1. Shipping:
You can provide your shipping account or we can ship on our account and add the shipping costs to the invoice. Shipping costs exclude sales tax to US destinations and excludes customs, duties and other import fees to international destinations.
2. Sales Tax to US destinations:
We collect sales tax for all shipments to Ohio. For other US locations, the buyer is responsible for paying the local and state sales tax or use tax. If you are located in Ohio and exempt from sales tax, you must provide information regarding your re-seller certificate at the time you place the order.
3. VAT, Customs, Duties & Import Fees to International Destinations:
The buyer is solely responsible to pay any additional import charges based on the shipping destination. To assure the buyer understands the total cost of the purchase, we recommend the buyer confirm the specific destination charges prior to placing the order. The designated customs broker will present these charges to the buyer when the products are delivered. If Thermal Images ships on our account using FedEx, DHL or another air express carrier, these import fees will be presented as a separate charge to the buyer when the product is delivered.
B – ACCEPTABLE FORMS OF PAYMENT
To enter an order with a Thermal Images company, we accept the following forms of payment:
1. For deliveries within the USA:
Credit & Debit Cards (Master Card, VISA, AMEX, Discover)
Company checks
PAYPAL (email funds to paypal@novavisioninc.com)
Western Union Money Transfer — see section D
Bank Wire Transfer — see section E
Extended payment terms — see section F
2. For deliveries outside the USA:
PAYPAL (send payment to paypal@novavisioninc.com)
Western Union Money Transfer — see section D
Bank Wire Transfer — see section E
Note: Although we do not accept international credit/debit cards, both PayPal and Western Union accept these forms of payment.
3. We do NOT process orders using any of the following:
COD
Personal Checks
Third Party Checks
International Credit/Debit Cards
International Business Checks
Third party checks
C – INFORMATION REQUIRED FOR CREDIT/DEBIT CARD PAYMENTS
To process a credit card order, we require all of the following information:
a - Name on card (exactly as shown)
b - Card type and number
c - Expiration date
d - Last 3 digits of the security code in the signature panel
e - Mailing address and Zip code where billing statements are mailed
f - The name and home phone number of the person placing the order.
Click here to initiate an e-mail or fax with the credit card information
D – WESTERN UNION MONEY TRANSFER PAYMENT INSTRUCTIONS
1. Find a local Western Union Branch; some branches require cash, but other
branches may accept a local credit card.
2. Fill out a form to SEND MONEY:
2a. Send to : Thermal Images
524 East Woodland Circle
Bowling Green OH 43402
Phone: USA + 419-354-1427 ext 4201
2b. Payout location: Bowling Green OH
2c. Other features:
-Question: write in the text.... "invoice number?"
-Check the box to "call receiver when funds are available"
3. Western Union will give you a confirmation number when the transfer is
complete. Please email or fax the confirmation number to your Thermal Images
sales rep so we can track your payment.
Thermal Images fax: USA + 419-353-7908
E – WIRE TRANSFER INSTRUCTIONS
If you wish to pay by wire transfer, click here to initiate an email request for detailed instructions
F – EXTENDED PAYMENT TERMS
Extended payment terms are provided on some stock products. The following is required:
- Three credit references
- A valid credit card for your initial purchase if shipping in less than 2 weeks from this request.
- A valid credit card to guarantee payment if timely payment is not received.
- Collection, evaluation and management approval of your credit information; allow 2 weeks for processing.
Click here to initiate an email request for extended payment terms
G – RETURN POLICY / MONEY BACK GUARANTEE
G1. RETURNS
Stock Products – You can return stock products within 30 days of purchase for a refund on the product. We do not refund the shipping cost, customs, taxes, etc. If the original packaging is still intact, you will get a 100% refund. If the original packaging is not intact, there is a 25% restocking fee. This applies to thermal ribbons, blank thermal labels and software. The customer pays the return shipping.
Some electric equipment and parts may be subject to a restocking charge ranging from 25% to 50%. All equipment and parts must be returned in the original packaging.
To assure customer satisfaction with our products, we encourage all prospects to request FREE SAMPLES for testing and evaluating our products prior to placing an order. Having actual samples allows you to evaluate the product appearance, confirm that the adhesion is suitable, test the tamper evident feature and complete other performance tests.
Custom Products – Customized products or special ordered product cannot be returned for a refund.
Please call Customer Service at 1-800-336-6636 to request a “Return Material Authorization” and receive shipping instructions.
G2. DEFECTIVE PRODUCT – Our stock and custom products will be free of defects in material or workmanship. Defective products can be returned for a 100% refund or replacement (at Thermal Images’s option) within 90 days of purchase. We will pay the shipping cost to return defective merchandise. When we provide the replacement product, we will pay the shipping cost.
The product warranty and return policy for thermal printers, software, and other electric equipment and parts is determined by the manufacturer’s warranty. Please call for details.
Please call Customer Service to report any product claims, request a “Return Material Authorization” and receive shipping instructions.
G3. Order Errors – In the event Thermal Images makes an error (wrong quantity, product, pricing, printing error, etc) in processing your order, we will provide free replacement product or a refund to correct our mistake. For custom products, the final instructions are communicated to us using a printing proof or specification, which is approved by the customer prior to production. Our responsibility is to produce the finished product within acceptable tolerances to the approved specification. We are not responsible for errors in a printing proof which is approved by the customer.
G4. Consequential Damages – Our maximum liability for defective product or order errors is to provide free replacement material or a refund. We do not accept claims for any consequential damages.
H – TECHNICAL SUPPORT — GENERAL
Applicable products: Thermal Transfer Printers & Software.
Please contact one of our sales representatives to schedule technical support:
 |
Bill Kudzia (419) 354-1427 (ext 4232) bkudzia@novavisioninc.com |
 |
Jeff Gerwin |
1) For products purchased from Thermal Images, we offer technical support via phone, fax, and email as follows:
1a. FREE Unlimited Technical Service via phone, fax and email:
- Equipment - duration of equipment warranty based on invoice date
- Software - 90 days from date of invoice
- Response within 24 hours
- Technical Service: $75.00/hour ($30.00 minimum)
- Response within 24 hours
- Technical Service: $75.00/hour - includes all travel time
- Travel by car: $.50/mile
- Travel by air, hotel, meals: actual cost
- Service availability based on production schedule at the time request is made
2) For products NOT purchased from Thermal Images, we offer technical support via phone, fax and email as follows:
- Technical Service: $150.00/hour ($75.00 minimum)
- Technical Service to Customer's Site: $150.00/hour - includes all travel time
- Travel by car: $.50/mile
- Travel by air, hotel, meals: actual cost
- Service availability based on production schedule at the time request is made
3) As an option, Thermal Images provides operator training or engineering services as needed by the customer at Thermal Images's facility in Bowling Green, Ohio as the same rates as noted above.
J) Privacy Policy
For inquiries about how we collect personal data, what we do with it, and our commitment to data security, please read our privacy policy.