Ordering Information

1. Questions?... Need Help?... Ready to Order?

Contact Customer Service

USA Toll Free (800) 336-6636 Mon-Fri, 8am-5pm EST* (excludes USA major holidays)
USA (419) 354-1427 Mon-Fri, 8am-5pm EST* (excludes USA major holidays)
International +1 (419) 354-1427 Mon-Fri, 8am-5pm EST* (excludes USA major holidays)
Fax (419) 353-7908  

Email Customer Service

Visit the Contact page to send us an email

Hours of Operation

Monday to Friday: 8am to 5pm EST* (excludes USA major holidays)

2. On-Line Shopping Cart

Currently, the Shopping Cart feature is only available for a portion of our thermal 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: Add to Cart Button Example

Our official invoice prices are those published on the web pages. If you click on the "ADD TO CART" button and a different price is shown in the shopping cart system, please let us know so we can correct the mistake. We occassionally change the published prices and sometimes we make a pricing error in the shopping cart system.

If you enter an order where the shopping cart price is lower than the published price, we will contact you to confirm if you want to proceed with the order based on the published price.

Fulfilling your online order:

  • Our normal work week is Monday through Friday (excluding major US holidays).
  • EXPRESS ORDERS placed BEFORE 2pm are shipped the same day.
  • EXPRESS ORDERS placed AFTER 2 pm on Friday are shipped on the first work day of the week (usually Monday).

METHOD OF PAYMENT: CREDIT CARD orders are processed automatically. If you pay with another method, leave appropriate comments with the order and we will get back with you to finalize payment.

A - PRICING

Our official invoice prices are the PUBLISHED PRICES shown on the web page. If there are discrepancies between the PUBLISHED price and the SHOPPING CART price (those shown after clicking the BUY NOW button), the PUBLISHED PRICE prevails.

Prices shown on the website exclude:

1. Sales Tax to USA destinations: 
Currently we collect sales tax for all retail shipments to Ohio, Pennsylvania, California and Connecticut. Also, sales tax may apply for some products shipped directly from one of our supplier's USA warehouse. The states where we are required to collect sales tax are subject to change without notice.

For other US locations, the buyer is responsible for paying the local and state sales tax or use tax. If you are exempt from sales tax, you must provide information regarding your re-seller certificate or exemption status prior to placing your order.

2. Shipping: 
Our standard shipping terms are FOB Ohio. You can provide your shipping account or we can ship on our account and add the shipping costs to the invoice. Shipping costs to USA destinations are subject to the applicable sales tax. Our standard carriers are FedEx, UPS, and specific truckload freight companies, which are selected and paid by us.

3. Insurance: 
All orders shipped on our account using our standard carriers are fully insured.

If we are shipping on your account and using your preferred carrier (other than FedEx or UPS), you are responsible to arrange for insurance. However, if shipping on your account via FedEx or UPS, we always insure the package for the full value unless you request otherwise.

4. Import Fees: VAT, Sales Tax, Broker Fees, Customs, Duties & Import Fees to International Destinations:
Our standard shipping terms for international destinations are EX-WORKS Ohio, USA. International shipping costs quoted verbally or shown on our website exclude any import fees including customs, duties, broker fees, clearance fees, sales tax, VAT, storage fees, etc.

As the Buyer, you are solely responsible to pay all import fees based on the shipping destination. To assure you understand the total cost of the purchase, we recommend you confirm the specific destination charges prior to placing the order.

If you are using a customs broker, these charges will be presented to you as a separate invoice when the products are delivered.

If we ship on our account using FedEx, UPS, DHL or another air express carrier, the carrier will present the import fees as a separate invoice to you when the product is delivered. If the product is delivered and the import fees are back-charged to us, we will invoice you for the import fees (+10% processing fee) within 180 days of delivery.

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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:
  2. For deliveries outside the USA:
  3. Note: Although we do not accept international credit/debit cards, both PayPal and Western Union accept these forms of payment.

  4. Shopping Cart Orders:

    Credit card orders placed on the shopping cart can be processed automatically. If you pay with another method, process your order with appropriate comments.

    For established customers, we offer extended payment terms for Shopping Cart orders. If interested, please see Section E for an application.

  5. 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
    • Western Union Money Transfer
    • Bitcoin

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C - INFORMATION REQUIRED FOR CREDIT/DEBIT CARD PAYMENTS

Visa, MasterCard, Discover, AmericanExpress, PayPal

To process a credit card order, we require all of the following information:

  • Name on card (exactly as shown)
  • Card type and number
  • Expiration date
  • Last 3 digits of the security code in the signature panel
  • Mailing address and Zip code where billing statements are mailed
  • 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

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D - WIRE TRANSFER INSTRUCTIONS

If you wish to pay by wire transfer, click here to initiate an email request for detailed instructions

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E – EXTENDED PAYMENT TERMS

Extended payment terms are provided on some stock products. The following is required:

  1. Initial order is paid in advance via Credit Card, Company Check, PayPal, (see acceptable forms of payment)
  2. A valid credit card is retained on file to guarantee payment if future payments are not timely.
  3. You provide us with three acceptable credit references; allow us 2 weeks to evaluate your references.
  4. Your credit limit will initially be limited to the value of the first order; increases to the credit limit will be determined based on your credit history with NovaVision.
  5. For repeat customers, we offer extended payment terms for purchases on our shopping cart. This special credit allowance must be established in advance.

Click here to initiate an email request for extended payment terms

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F - SHIPPING

Shipping Options within the USA

  • FedEx*: Daily service from NovaVision
    • Priority (by 11am next business day)
    • Standard (by 3pm next business day)
    • 2 day (by 3pm on 2nd business day)
    • Ground (1 to 5 days)
  • UPS*: Daily service from NovaVision
    • Next Day Air (by 11am next business day)
    • Next Day Air Saver (by 3pm next business day)
    • 2 day (by 3pm on 2nd business day)
    • Ground (1 to 5 days)
  • DHL: Not Available
  • United States Postal Service: Thermal Images does NOT ship via USPS. This service is only used to ship to US military bases.
  • Various LTL carriers: Optional when shipping on the customer's account

Hawaii & Alaska: We recommend air express (shipping ground usually requires a minimum of 1 week; 2 Day express is often less expensive than ground)

International Shipping Options (with typical service times*)

  • FedEx*: Daily service from NovaVision
    • Ground to Canada and Puerto Rico (3 to 7 days)
    • International Economy Air (2 to 5 days)
    • International Priority Air (1 to 3 days)
  • UPS*: Daily service from NovaVision
    • Ground to Canada (2 to 5 days) Note: UPS charges and an extra $25 entry fee for ground to Canada.
    • Worldwide Expedited Air (2 to 5 days by end of day)
    • Worldwide Saver Air (1 to 3 days by end of day)
    • Worldwide Express Air (1 to 3 days by noon)
  • United States Postal Service: Only offered for U.S. military (APO/FPO/DPO) addresses; the shipping cost is added to the invoice.
  • DHL: Available upon request using the customer's account
  • TNT: Does not provide pick up service to our facility in Ohio.
  • Other Freight Forwarders: Provide service upon request when using the customer's account.

* With these carriers, you can provide your shipping account or we can ship on our account and add the shipping costs to the invoice. NovaVision does not guarantee the carriers stated service. Other services not shown may be available in your area, but the availability of other services needs to be confirmed by the customer.

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G - RETURN POLICY / CUSTOMER SATISFACTION GUARANTEE

G1. CUSTOMER SATISFACTION GUARANTEE

We strive for 100% customer satisfaction. This includes:

  • Fast and friendly customer service
  • Free samples
  • Quality products
  • Money back guarantee

You are doing us a favor by telling us when things are not up to your expectations.

G2. MONEY BACK GUARANTEE

Our policies for returns, defective product and order errors are detailed below. A summary is as follows:

  • Defective or questionable product will be replaced or your money will be refunded 100% (NovaVision's option).
  • If we make a mistake in processing your order, we will make it right at our expense.
  • If you make a mistake in ordering, please let us know. Our return and replacement polices are intended to minimize the cost to you.
  • If you are not satisfied with our products for any reason, please let us know. We will work with you to make it right.

G3. FREE SAMPLES FOR TESTING

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.

Testing samples for suitability prior to ordering is especially important for custom products. If the product is not working as expected, we are more accommodating if you reviewed and successfully tested samples prior to ordering.

In the unlikely event there is a performance difference between the samples tested and the product ordered, please let us know. Since our samples and finished product are made from the same materials, this should not happen. However, there are subtle batch differences in the materials we use, which might cause noticeable performance differences in certain applications (such as adhesives on plastic surfaces, powder coated paint, textured surfaces, etc). Our intention is to make it right to you.

G4. PRODUCT RETURNS FROM WITHIN THE USA

If you request to return stock product within 30 days of the invoice date, we offer credits as noted below; However, we do not accept returns on product which has been customized.

We do not refund the original shipping costs. Also, we do not refund rush charges.

If the original packaging is still intact and the material is suitable for resale as new material, you will get a 100% material refund. Otherwise, the material credit could range from 85% to 0% based on our inspection when we receive the returned material. This applies to stock hologram labels, security tape, security seals, blank labels, blank ID cards, lamination pouches, thermal ribbons and ID card ribbons.

Electric equipment and parts are subject to a restocking charge ranging from 25% to 35%. To qualify for any credit, only equipment and parts returned in the original packaging and suitable for resale as a new product.

You pay the return shipping.

G5. PRODUCT RETURNS FROM INTERNATIONAL DESTINATIONS

  1. If you request to return stock product within 30 days of purchase, we offer credits as noted below. However, there is no credit for customized product.
    1. We do not refund the original shipping costs you paid.
    2. You pay to return the product to us.
    3. We do not refund import fees (customs, duties, VAT, clearance fees, etc) you paid.
    4. Restocking Fee: For stock product, we deduct a 15% restocking fee if the stock product is returned in it's original packaging and the product is suitable for resale as a new product. We do not provide any credit for customized product.
  2. Refused Product: Import fees are an added expense you pay separately from our invoice. Although rare, sometimes a customer will overlook this expense and then refuse the final delivery. We recommend researching the import fees in advance to avoid a major unexpected cost when the product arrives.

    If you refuse to pay the import fees, you may return the product to us based on the same terms as noted in section G5-1 above. However, although you will not pay the import fees, it is possible the total costs related to the return may exceed the import fees. So evaluate the total return costs carefully before refusing to pay the import fees.

    For refused product, if you do not want to pay return shipping, another option is to abandon the product. If abandoned, the shipping company will dispose of the product. We do not offer any credit for abandoned product.

DEFECTIVE & QUESTIONABLE 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 NovaVision'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.

Claims for questionable or defective security tape must be made within 1 week of delivery.

The product warranty and return policy for ID card printers, 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.

G7. ORDER ERRORS

In the event NovaVision 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. However, if you make a mistake in ordering, please let us know. We will work with you to re-produce the order at a reduced price, whenever possible.

G8. 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.

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H - RUSH SERVICE FOR CUSTOMIZED ORDERS

RUSH SERVICE may not be available at all times. Availablity is based on the production schedule at the time of request and manpower availability.

There is limited availability for RUSH SERVICE on Laminated Labels & Parking Permits -- please call.

Published prices and availability for RUSH ORDERS are based on orders of 10,000 labels or less. A larger quantity order requires a higher RUSH fee and may require more time.

Customers authorizing RUSH service are responsible for the full invoice amount and RUSH fee. Custom imprinted RUSH orders cannot be canceled or revised within 24 hours (or 1 business day) of the intended shipping time.

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I - TECHNICAL SUPPORT - GENERAL

Applicable products: Thermal Transfer Printers & Software.

Please contact one of our sales representatives to schedule technical support:

Jeff Gerwin

Jeff Gerwin
(419) 354-1427 (ext 4226)
jgerwin@novavisioninc.com

Bill Kudzia
Bill Kudzia
(419) 354-1427 (ext 4232)
bkudzia@novavisioninc.com

For products purchased from Thermal Images, we offer technical support via phone, fax, and email as follows:

  1. 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
  2. Technical Service Fee - After the FREE support period expires, Thermal Images offers technical support for a reduced fee for products purchased from us:
    • Technical Service: $75.00/hour ($30.00 minimum)
    • Response within 24 hours
  3. Visits to Customer Site for Training or Service for equipment & software purchased from Thermal Images:
    • 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

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

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.

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Questions? Need Help?
Questions? Need Help?
Bill Kudzia
Sales & Customer Service
Phone: 800-336-6636 ext 4232