Customer Satisfaction Guarantee
Fast and Friendly Customer Service
Free Samples
Quality Products
Money Back Guarantee
Better Business Bureau
Member Since 2004
Ordering Information
1. Questions?..... Need Help?..... Ready to Order?
Contact Customer Service
Telephone: 800-336-6636 (USA toll free)
USA: 419-354-1427
Hours of Operation:
Fax: 419-353-7908
Email:
Warehouse & Shipping:
2. On-Line Shopping Cart
Currently, the Shopping Cart feature is only available for a portion of our product line, including the following:
- Express Hologram Stickers (Section A2)
- Tamper Evident Security Tape (Section C1)
- Security Packing Tape (Section C2)
- Acetate Security Tape & Seals (Section C3)
- Stock Holographic Overlays (Section E6)
- Plain ID Card Overlays (Section E6)
- Non Residue Security Labels (Section C5)
- Anti-Pilfering Seals (Section C6)
- Integrity Seals (Section C8)
- Mechanical Security Seals (Section D)
We are in the process of expanding the Shopping Cart feature to other product lines.
Look for the BUY NOW button for products that can be ordered online:
Our official invoice prices are those published on the web pages. If you click on the BUY NOW 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.
Shipping your ON-LINE order:
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.
3. Terms of Sale
Click on text to automatically scroll or transfer 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 / Customer Satisfaction Guarantee
H - RUSH Service for Customized Orders
I - Technical Support — General
J - Technical Support For Commercial Printers
K - Privacy Policy
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. Shipping:
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 exclude sales tax. International shipping costs quoted or shown on our shopping cart exclude customs, duties, broker fees, sales tax, VAT, and other import fees.
2. Sales Tax to USA 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 or exemption status prior to placing your order.
3. Import Fees: VAT, Sales Tax, Broker Fees, 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 NovaVision 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. If these fees are not paid by the buyer, NovaVision will add a 10% processing fee and invoice the buyer within 180 days of delivery.
B - ACCEPTABLE FORMS OF PAYMENT
To enter an order with a NovaVision 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. 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 F for an application.
4. We do NOT process orders using any of the following:
COD
Personal Checks
Third Party Checks
Cashier Checks
International Credit/Debit Cards
International Business 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.
Note: We will only ship to the address of the card holder.
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 : NovaVision Inc.
524 East Woodland Circle
Bowling Green OH 43402
Phone: USA +1 419-354-1427 ext 4201
2b. Payout location: Bowling Green OH
2c. Other features:
-Question: write in the text.... "invoice number?"
-Answer: write the NovaVision invoice number (4 or 5 digits) for your order
-Check the box to "call receiver when funds are available"
3. Western Union will give you a "Money Transfer Control Number" when the transfer is complete. You may also receive a "Confirmation Code." Please email or fax the Money Transfer Control Number (and Confirmation Code) to your NovaVision sales rep so we can track your payment.
NovaVision fax: USA +1 419-353-7908
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 under the following conditions:
- Initial order is paid in advance via Credit Card, Company Check, PayPal, (see acceptable forms of payment)
- A valid credit card is retained on file to guarantee payment if a timely payment is not received
- Three credit references
- Collection, evaluation and management approval of your credit references; allow 2 weeks for processing
- 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.
- We offer extended payment terms for purchases on our shopping cart by repeat customers. This must be established in advance.
Click here to initiate an email request for extended payment terms
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
- Qualty 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. 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% material refund. If the original packaging is not intact, there is a 15% restocking fee. This applies to stock hologram labels, security tape, security seals, blank labels, blank ID cards, lamination pouches, thermal ribbons and ID card ribbons. The customer pays the return shipping.
For security
tape shipped to desert or tropical climates, we include
temperature sensors to confirm the maximum temperature
during shipping and storage. Returned tape with temperature sensors must not
have any reading of 100F or higher.
Some electric equipment and parts may be subject to a restocking charge ranging from 25% to 35%. All equipment and parts must be returned in the original packaging.
Custom Products - Customized products or special ordered product cannot be returned for a refund. We recommend our free samples to test product for suitability prior to ordering.
Please call Customer Service at 1-800-336-6636 to request a “Return Material Authorization” and receive shipping instructions.
G5. 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.
G6. 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.
G7. 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 - 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 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 of the intended shipping time.
I - TECHNICAL SUPPORT — GENERAL
Applicable products: Thermal Transfer Printers & Software, ID Card Printers & Software.
Please contact one of our sales representatives to schedule technical support:
Sue Zelman - Thermal Transfer Printers and Software
Michael Shaffer - ID Card Printers and Software
1) For products purchased from NovaVision, we offer technical support via phone, fax, and email as follows:
1a. FREE Unlimited Technical Service via phone, fax and email:
1b. Technical Service Fee - After the FREE support period expires, NovaVision offers technical support for a reduced fee for products purchased from us:
1c. Visits to Customer Site for Training or Service for equipment & software purchased from NovaVision:
2) For products NOT purchased from NovaVision, we offer technical support via phone, fax and email as follows:
3) As an option, NovaVision provides operator training or engineering services as needed by the customer at NovaVision's facility in Bowling Green, Ohio as the same rates as noted above.
J - TECHNICAL SUPPORT FOR COMMERCIAL PRINTERS
1) NovaVision provides operator process training as needed by the customer:
At equipment manufacturer's location
At customer's site
At NovaVision's Bowling Green, Ohio USA facility
The cost for training includes all travel and per diem expenses at cost plus a nominal labor rate for the trainer.
2) We offer a complete start-up package along with the equipment we distribute and sell to get your process in operation quickly.
3) We offer our customers free unlimited technical support via phone, fax and email.
4) For stock consumable products we sell, we provide free samples to trial on your equpment.
5) For holographic foils and thermal ribbons, we will perform initial production trials at no cost.
The printer sends us his candidate substrate (with and without inks) and we perform limited trials for hot stamping, embossing or thermal printing using our equipment and labor. After our process trials, we communicate the process settings for production (or subsequent trials) at the printer’s location.
Please contact Mike Messmer to schedule technical service for commercial production of holographic products. Contact Sue Zelman for thermal ribbons.
6) If you encounter a processing problem with production equipment you purchased from us, we can run our equipment in parallel to your operation to help you diagnose the problem. This service is provided at no cost.