Returns & Credits FAQ's
At
Interfilm, our goal is to provide goods and services that meet or exceed your
needs and expectations. If the material
you receive does not meet your specifications, you should contact Customer
Service or your Account Manager to let them know your concerns and to determine
next steps.
When
you want to return material, you must obtain a return authorization number from
Customer Service. Please note that returns
are subject to a 15% restocking fee unless the order you received was defective
in some way. Interfilm covers the
freight costs on returns of defective product; the customer is responsible for
freight charges on all other returns.
Additionally, material returned to any Interfilm facility must have been
purchased within six months of the request, this includes defective and
resalable product. Returned product must
be assigned a Return Authorization (RA) number. Any shipment without an RA
number on the label may be subject to refusal and no credit will be due.
Q. How do I obtain a Return
Authorization number?
A. You can obtain an RA number in one of three ways. Customer Service Representatives
are available to process your request by calling 1-800-972-8858 (Interfilm CT, IL, and CA), 1-800-493-2321 (Brushfoil, CT) or 1-800-648-4828 (Interfilm SC). You
may fax your request. Fax requests are usually processed within 24 hours. You
can also email your requests to your Customer Service Representative. Fax and e-mail addresses are listed below
FAQs.
Q. What information do I need to
obtain an RA?
A. You will need the invoice number or account number and purchase order number.
If you do not have this information, we
can search our records using the product number and account number to help you
with this information.
Q. Am I charged a restocking fee
for returned product?
A. There is no restocking fee for return
of defective product. We will take back slit
film ordered in error that has been purchased within the last thirty (30) days.
However, Interfilm does assess a 15% restocking fee for this service. Please
note: Brushfoil products are custom-designed; returns and credits are issued
only if the product is defective.
Q. Once I have my RA number what
do I do next?
A. All returns must be accompanied by the Return Authorization letter supplied
by Customer Service in order to insure credit. Do not write directly on the
product. Material should be packaged properly for shipment to insure that it is
not damaged in transit. No credit will
be issued for goods damaged in return transit. Interfilm will schedule return shipment
through its logistics provider. Again,
Interfilm covers freight for returns of defective product; customers are
responsible for shipping costs for all other returns.
Q. Once I send the product back
how do I get my credit?
A. The RA number will result in a credit memo when the product is received and
disposition confirmed. Credits are
applied to current account balance.
Q. What else can Customer
Service help me with?
A. Customer Service supports Sales and Operations. Representatives are
available to help you with orders, tracking information, complaint resolution,
returns and credits.
Q. I need product information;
can Customer Service help me with this?
A. Our Marketing Coordinator, Noah Temple is the best resource for product
information. You can reach him by phone
at 1-800-648-4828 or e-mail at ntemple@interfilm-usa.com.
Q. Once my order is placed can I
cancel it?
A. Due to the quick turn around time in which orders are processed we cannot
guarantee the cancellation of an order.