Policy
Order Fulfillment - Orders submitted by 3:00 pm CST ship the same day unless- an item is out of stock, is a drop ship item or any other problem out of our control. Orders shipping by US Post Office must be received by 9:00 am CST to possibly go out the same day, otherwise it will be sent the following week day.
Fraud Protection - Orders are subjected to our security assessment once received. If an order fails this inspection you may be asked for proof of ownership of the credit card before your order will be shipped out. Alpha Supply reserves the right to cancel any order at our sole discretion as determined by the system currently in use at our facility. If you suspect a fraudulent charge on your credit card placed at Alpha Supply Co., you should report the charge to us as soon as possible to recover the money charged faster. For help please call (800) 908-9916.
Privacy Statement - Alpha Supply makes every effort to maintain a high level of security when handling your information. Your information will never be shared with a third party for any reason. Credit card information is not stored online at any time.
Canceled Orders - In the event an order is canceled before shipping, the full amount will be refunded back to the card that was used. Any cancelation request must be made in writing to orders@alphasupply.com.
International Orders - All orders that are shipping or billing outside of the US can only be purchased using a wire transfer. Contact us for a proforma invoice with details about the transfer complete with an estimated shipping cost if any apply.
On line Prices - We make every effort to post the correct prices for all items we offer, however, in the event a price is not listed correctly we are not bound to sell the item at an incorrect price.
Sales of all products from Alpha Supply Co. are final.
Software sales - Any and all digital media (software) sales are final and are non-refundable and not returnable.
Return & Exchange Policy - We provide an enormous amount of written information about everything that we sell. Also, we encourage you to call us at 800-908-9916 if you have the slightest question about anything. We even send free samples where possible. Therefore, you are responsible for ordering the correct merchandise. We may, at our discretion, authorize you to return your product for a store credit which can be applied to any item we offer. We may also charge up to a 20% restock fee.
Authorized returns - All returns for merchandise must be authorized by Alpha Supply Co. prior to shipping back to us. Returns must have an authorized RMA number on the box. Customer must send merchandise back in the original box and packed in a manner to prevent damage. Customer must be able to provide proof of delivery and should fully insure the shipment. In many cases a 20% restocking fee will be charged to all unused returns other than defective merchandise to cover the cost of handling your order and return. No shipping costs are refundable, if free shipping was applied to an order the shipping charges will be calculated and deducted from any amount to be credited.
Missing merchandise - We make very few mistakes. However, if you think ordered products are missing you must contact us within 5 days of receiving your order.
Defective merchandise will be repaired, replaced or exchanged at the sole discretion of Alpha Supply Co. Liability is limited to the value of the item. It is the responsibility of the customer to contact Alpha, within 5 days of any suspected problem. Ground service will be used to replace damaged or missing items and will be paid by Alpha Supply Co. The customer is responsible for faster service and will be charged the difference between ground rates and the current quoted express rate. In some cases at our sole discretion we may send the replacements faster than ground at no charge to the customer. Warranty work on all heat presses, inkjet printers and software programs are the responsibility of the manufacturers. You are welcome to call Alpha Supply Co. for help in contacting a manufacturer.
Shipping charges are not refundable once your order has been shipped out. If the order is refused there may be extra shipping charges you are responsible for as well.
Shipping Information
When Your Package(s) arrive - You must inspect all merchandise immediately upon arrival for damages and retain all original boxes/containers until you are satisfied no damage has occurred. All products are well packed, however, in the case of damaged merchandise Alpha Supply Co. will file a claim with the carrier on your behalf and assist you with replacement merchandise until the claim is settled. Replacement merchandise may require full or partial payment until the claim is settled at Alpha Supply's sole discretion. Please remember that no carrier will consider any claim without inspecting the original shipping container(s). In the rare case that there is concealed damage, Alpha Supply Co., at its’ sole discretion, will determine the appropriate remedy.
Missing shipments - If an order is never received contact us. We will request a tracer on the order (this can take 48 hours). If the order cannot be found by the carrier within a reasonable time, Alpha may elect to send you a replacement order while the carrier continues tracing efforts. If customer accepts delivery of a replaced order, customer must return the order within 5 days to avoid being charged for both orders.
Free shipping - Includes ground service to the 48 contiguous US states- Free truck freight does not include extra services for items shipping by truck such as lift-gate service, residential delivery, in house delivery, call before delivery, crating charges, over-size shipments, etc. Free shipping does not apply to orders shipping outside the contiguous US states. Free shipping does not apply to orders containing discounted items. Free shipping is not allowed for heat press machines, instead a discounted shipping method may be applied.
Flat Rate Shipping - When flat rate shipping is selected, Alpha Supply Co. will use the best shipping method at their discretion for the items being shipped. The shipping carriers include but are not limited to UPS and USPS. These shipments will still be insured for your protection.
Returned Check/NSF Policy - All returned checks will be assessed a $20 NSF fee to be paid in cash (if in person), transfer money via Paypal (email is orders@alphasupply.com). You will be supplied a receipt to show this payment just as you would when purchasing items from Alpha Supply Co.