General FAQs

• Holiday closings?

  SignWarehouse is closed during the day/observance of New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.

• Shipping questions?

  Please visit our helpful Shipping FAQs.

• New customer?

  Simply start shopping. When you're ready to check out, just click on MY CART at the top of the page. After you've entered your information, it's easy to set up an account so you can view your account status, history, and quickly checkout in the future. If you check out as a guest, you will not receive these benefits.

  New International customer? See below.

• Do you have a minimum order amount?

  No, there is no minimum order requirement for online order. For phone orders there is a minimum order of $49, excluding shipping and tax.

• Is it safe to use my credit card online?

  Absolutely. Our site utilizes industry-standard security measures, including SSL (Secure Sockets Layer). Nevertheless, if you prefer, we also offer you the option of ordering by telephone at 903-462-7700 with any of our representatives.

• Do I have to pay sales tax?

  Effective December 1, 2021 we will be required to collect sales tax in your state. However, customers with valid reseller certificates will of course be tax exempt. If you have a valid, current (State) reseller certificate, all you have to do is send us a copy.

  Sales tax only applies to residents of the US state(s) in which we are required to collect sales tax. If you are tax-exempt in Texas and you have faxed us a signed tax exempt form, we can update your account so that you will not be charged tax for the rest of the year. Currently, the State of Texas requires a new tax exemption form be filled out every year. Unfortunately, tax can not be removed from any order retroactively.

• How can I pay for my order online?

  For online orders with a delivery in either the US or Canada, we accept Visa, MasterCard, American Express, Discover, or PayPal. On credit card charges, the shipping and billing address must be the same.

  We also accept Certified Checks or Money Orders for online orders. Place items into cart and proceed through checkout process. Before submitting payment online, print out the order, making sure to include other charges, such as taxes or shipping. Then mail the printout along with a Certified Check or Money Order made payable to SignWarehouse. We DO NOT accept company/personal checks unless they are pre-approved. International orders (to US addresses only) must be prepaid in advance via wire transfer. (See International customer, below.)

  Send Certified Checks, Money Orders, pre-approved company/personal checks to:
  
  SIGNWarehouse, Inc.
  ATT: Online Sales
  2614 Texoma Drive
  Denison, Texas 75020

• How can I contact you?

  Click here to be redirected to our Contact Us page. You can also call using the phone number below:
  
  903-462-7700

• Canadian customer?

  Canada Customs requires Canadian recipients to pay applicable duties and taxes on each shipment entering Canada. These charges may include PST, GST, HST, duties and other taxes of goods (e.g. excise tax). A brokerage fee is also charged to process shipments and present the requisite customs paperwork to Canada Customs on the importer's behalf. These charges are added to your shipping charge, and you will receive a bill for them, which is your responsibility to pay.

• Customs, duties, and taxes

  The recipient of an international shipment (including Canada) is subject to customs brokerage fees, import duties, and taxes after the shipment reaches your destination country. Additional charges are the responsibility of the customer because we have no control over these government-imposed charges and cannot determine what they may be. Customs policies vary greatly among countries. Please contact your local customs office for information. To avoid a delay in receiving your order from customs, consider the following:

  • Provide Us With A Phone Number Where You Can Be Reached By Customs When Your Product Arrives. This Phone Number Will Be Listed On The Commercial Invoice So Customs Can Reach You To Clear Your Order.
  • Please Do Not Refuse A Shipment Or Ignore Requests From Carriers Regarding Duty And/Or Tax Liability Charges. Be Aware That Most Carriers Will Hold A Shipment For 5 Days After Arrival In Your Country Before They Return It To The Sender.
  • We Do Not Refund Original Shipping Charges For Goods That Are Refused For Delivery At Customs.
• How do I track my order?

  You will receive a tracking number via email from SignWarehouse, Inc. regarding item(s) shipped. The email is usually sent the night the order shipped.

• What if I need to return my order?

  If we have made a mistake or an item is defective, call 903-462-7700 and ask for customer service. You can also click here to be redirected to our contact us page. You must have a RMA number (return material authorization) before sending any item back to us. (RMA # are good for 10 days from issuance.) Please furnish the packing slip, invoice number and date. Returns that are not due to our error will be subject to a restocking fee. Consumable items and books, videos or CDs cannot be returned once the package has been opened. Please read our Return Policy.

  All returns must be shipped back in original packaging in like-new condition, with all accessories, cables, manuals, and warranty cards, etc, included. We suggest using UPS or other traceable methods of insured shipping for your protection. You must inform us about defects, shortages, and exceptions within 5 days of receipt of order or order is considered complete. There are no returns after 30 days. Original shipping and handling fees, as well as return shipping charges, are non-refundable.

  After a return has been received, it will take 7 to 14 working days to process. If using a credit card, refunds will be credited to the same credit card. If paying by check or money order, a refund check will be mailed to you.

• What if you don’t have all the items in stock?

  If an item you ordered is out of stock, it will be back-ordered automatically (domestic orders only). For international orders shipping to a US address, we will email you regarding the missing items to confirm the balance of your order. Orders placed after 1pm requiring drop-ship items, will not ship until the following business day.

• Can I get a custom slit roll of vinyl?

  Yes you can! Just give us a call at (903) 462-7700. Please bear in mind that custom slits will not be shipped the same day and will be charged at $25.00 for the first slit and $10.00 for additional slits.

• Can I email you to change my order after I have placed it online?

  Unfortunately, no. Since processing has already begun, no changes to the order can be made. After payment confirmation your order is sent to the warehouse where it is picked and packed, sometimes within minutes. Our system is designed to have your order ready for the shipping carrier to receive as soon as possible. If you need to add anything to your order, we suggest that you place another online order. Thank you for your understanding.

• What are Pallet Points and how are they used?

  Pallet Points is our free online rewards program. Points are primarily earned through online purchases at SignWarehouse, and can be redeemed at checkout.

  For a walkthrough on how to redeem points at checkout, click here.

  Pallet points cannot be redeemed when using the Shop.pay payment method.

  Check out the Pallet Points page for more information!

• What is your policy regarding pricing and other typographical errors?

  From time to time, typographical errors, miscommunication and other glitches can result in items being offered at what appear to be deep discounts but are actually mistaken prices.
  
  SignWarehouse reserves the right to cancel any order and refund customers' money, either because of pricing errors or for any other reason.
  
  Your use of this site means that you agree with this policy.

• What is the SignWarehouse Customer Care Program?

  At SIGNWarehouse, we know that you’re not just looking for a product, you’re looking for a reliable partner to help you achieve your goals. That’s why we rolled out a new line of customer care packages that will help give you confidence and peace of mind throughout the life of your equipment. Click here to learn more.

• Forget your password?

  Click on SIGN IN under MY ACCOUNT at the bottom of the page. Then click on FORGOT YOUR PASSWORD? Enter the email address you used to set up your account to receive instructions to access your account. Please be sure to save the email address associated with your account for future reference since we are not able to retrieve that information in your behalf.

Shipping FAQs

• Why didn’t I get: Flat Rate Shipping or $199 Free Shipping on my Order?

  There can be a few reasons. First, flat rate shipping does not apply to equipment orders, drop-ship orders, out of stock orders, orders that are international or shipping to Alaska, Hawaii, US territories, APO/FPO or international destinations.

  The second major reason orders do not qualify for flat rate shipping is the items are too heavy. Orders with a total weight of 50 lbs or more are not eligible for free shipping.

  The problem is that major shipping companies don't calculate their prices on actual physical weight but on something called DIM weight. Dimensional (DIM) weight takes into consideration the amount of space a package occupies in relation to the actual weight of the package.

  Anything bigger than 18" is considered a "big" item by them and is given a much heavier DIM weight.

  Typical items that have a heavy DIM weight are: 24" x 18" and 36" x 24" Corrugated Plastic Sheets, Wind Sign II, Signicade, Squarecade, Econo Sign, Deluxe Signicade, Floor Racks, Wall Racks, EnduraSTAKES, and some sizes of EnduraMAT.

  For more information about DIM weight please visit this article.

• Why have shipping costs gone up so much lately?

  We feel your pain. It's never fun paying for shipping. Unfortunately, the big shipping companies don't feel the same way. Just like the airline industry with its infamous upcharges and hidden fees, the shipping industry has introduced several hidden surcharges.

• Are you making a profit on shipping?

  Absolutely not. Just as the USPS doesn't make a profit, shipping is not an area where we make any money. In fact, we're often taking a loss on the shipping cost of your order.

• Why don’t you offer free shipping?

  We do!
  
  FREE SHIPPING ON MOST ONLINE ORDERS OVER $199.
  
  In-stock supply orders over $199 and under 65 pounds are shipped ground to the lower 48 United States. The limit is based on dimensional weight due to carrier restrictions on ground shipping.
  
  Our carriers: UPS, FedEX, DHL, or USPS.
  
  No promotion codes needed. There's nothing extra you have to enter during online checkout to get the free shipping promotion for online orders over $199 and under 65 pounds.
  
  EXCEPTIONS TO FREE SHIPPING:
  
  Phone orders are excluded from receiving free shipping. Please place your qualifying orders online.
  
  Free shipping does not apply to shipments Alaska, Hawaii, or United States territories, APO/FPO locations, or International destinations
  
  Equipment does not qualify for free shipping.
  
  Orders over 65 pounds do not qualify for free shipping.
  
  Manufacturer drop shipments do not qualify for free shipping.

• I’m just buying one small item! Why isn’t my shipping cost lower?

  Unfortunately, the big shipping companies don't care about the size or quantity of your order. They're going to charge you a fee no matter what to deliver it to you.

  To avoid as much shipping price pain as possible, we recommend trying to bundle as many of your purchases together to get more bang for your shipping buck.

• Is there a surcharge on a small order?

  No, there is not.

  If you would like more information about our Flat Rate shipping and rules, please visit this page.

• Do you require a signature on some shipments?

  Because of credit card fraud all equipment & software orders/shipments require a signature.

• If I place my order on Saturday morning, will I have it by Monday morning if I pay for next day air?

  No. We ship Monday through Friday (excluding holidays), and UPS & FedEx pick up from our dock Monday through Friday (excluding holidays). We do not ship, nor does UPS & FedEx pick up, on Saturday, Sunday, or holidays.