Ignite Print Store FAQ

Frequently Asked Questions

1.  What is our return policy?

Answer: We accept returns for all standard orders for up to 30 days after the products have been received.  Products must be returned in original condition via a trackable method.  Please contact our Customer Service department for instructions on how to submit your return.  We cannot accept returns on imprint or custom orders, as these products cannot be resold. 

2.  What is our order minimum?

Answer: We have a $25.00 order minimum for all standard orders.  If you are interested in placing an imprint or custom order, please contact our Customer Service department for assistance.

3.  Do we offer volume/bulk discounts?

Answer: Yes, we do offer discounts on our standard Krames products, if you order in bulk.  Please refer to the discount schedule below.  Volume discounts cannot be combined with promotional offers.  Unless otherwise specified, the larger of the two discounts will apply.

 4.  What is the average delivery time?

Answer: Standard orders take between 7 to 10 business days for delivery if you ship via our shipper UPS.  Imprint orders take about 3 to 4 weeks for delivery once all artwork has been received and approved.  Please note, if you choose to ship via a Third Party Billing account we cannot guarantee the time frame in which your products will be delivered.  Time in transit would be based on the contract you have with your shipper.

5.  Is it possible to expedite an order?

Answer: Yes, for an extra charge we can ship your order via our shipper UPS Overnight, 2-day or 3-day.  The expedite charge is in addition to the standard shipping and handling charge and your order must be processed before 12pm EST to guarantee to ship the same day.  Please select the shipping method of your choice at checkout and calculate the total to see the additional charge applied.  Expedited imprint requests must be approved by our Imprint Specialist, please contact Customer Service for assistance.

6.  How can I track my order?

Answer: Once your order has been processed and left the warehouse, you will receive a shipment confirmation email with tracking details for your convenience.  If you cannot locate this email, or you have additional questions regarding your order status, please contact our Customer Service department for assistance.

 7.  How do I place an imprint order?

Answer: Imprint orders must be submitted directly to our Customer Service team for processing.  Our website is not designed to accept imprint or custom order requests.  Please contact our Customer Service department for assistance in processing an imprint order.

8.  Do we accept international orders?

Answer: Yes, we do accept international order requests.  Our website is designed to process US domestic orders only.  All international requests must be submitted directly to our Customer Service department for processing.

9.  What is my account number, or how do I know if I have an account number?

Answer: If you have placed an order with us in the past, or if you have registered as a user on our website, an account number has been created for your facility.  Your account/customer number may be found on the back of a catalog or previous invoice.  If you need assistance in locating this information, please contact Customer Service.

 10. How do I order online?

Answer: Please go to the Login/Register icon on the top right hand corner of our landing page.  There will be two options, Returning User and New User.  If you are ordering online for the first time, you will need to create an account for yourself under New User.  If you already have an account with us, make sure to reference your Customer Number during registration to link your online order history to your existing account.  Each individual user should create their own login profile under their account for ordering purposes. 

If you have ordered online in the past, but cannot remember your User Name and Password, select the Forgot your Username/Password link to reset.  If you do not receive an email, or you are still having difficulty with login, please contact our Customer Service department for assistance.

 11.  What do I do if there is an error with my order?

Answer: If you received incorrect product/quantity, your order was damaged by our shipper, or there is an issue with pricing, please contact our Customer Service department within 30 days of receipt of the product to resolve.  We will make order corrections for all issues that are our error.  If the error was not on our end, please review our returns policy and return unwanted/incorrect products to us within 30 days of receipt for a credit.

12.  What payment options do you have available?

Answer: We accept Visa, MasterCard or American Express.  You can also choose to be invoiced for the products.  Remittance is NET 30 days.  Your card will be charged or invoice mailed once the order ships.  You will not be charged for any backordered items until the products have shipped.

13.  How do I set-up my account as tax exempt?

Answer: Please email your Tax Exempt Certificate along with your Customer Number to our Accounting department at [e-mail].  Once your certificate is on-file, we will be able to remove tax from your account for all future orders.

14.  How can I obtain a sample for review prior to purchase?

Answer: Esamples are available to download on our website.  You will need to login or create an account and click on the product to download a sample PDF.

15.  Can I use my own Third Party Billing account for shipping?

Answer: Yes, please contact our Customer Service department for assistance in placing an order with your Third Party Billing details.  We do still charge a handling fee on all orders.  Handling is calculated as half of the standard shipping and handling charge.  Please note, we are not liable for any damaged/missing product shipped through another shipper.  Also, we cannot guarantee the time frame in which your products will be delivered.  Time in transit would be based on the contract you have with your shipper.

16.  Do you accept Purchase Order numbers?

Answer: Yes, we do accept Purchase Order numbers for billing purposes.  When ordering online, please make sure to reference your PO Number on the Payment Information page during checkout.  If you are ordering over the phone, or submitting your order via email/fax to be processed, make sure to reference your PO Number at time of purchase.  Remittance is NET 30 days. 

17.  Where do I apply my promotion code when ordering online?

Answer: When you are ready to checkout, there is a field on the Payment and Billing page at the bottom under the Additional Information portion for you to enter your 4 letter Key Code.  Key Codes will be referenced on your marketing materials for promotions offered.  The discount will apply once you recalculate your order total before you finish processing the order.

18.  Do you accept consumer orders?

Answer: We operate as a business to business organization.  As a consumer, we recommend that you speak with your healthcare provider regarding free patient education options.  If you would still like to purchase products, please contact our Customer Service department to place a consumer order.  We have a $25 order minimum and credit card is required at time of purchase.  Please note, we are not liable for any lost/damaged packages left at a residential address.

19.  Who do I contact for accounting inquiries?

Answer: Please reach out to our Accounting Department at 800-456-7882 or                       [e-mail], Monday-Friday 9:00 AM-5:00 PM EST

Print on Demand 

3-FAQs Doc

Add Print on Demand under the Products, shipping and return policy section in FAQs

What is Print on Demand?

Our print on demand offerings are non-inventoried print titles that are printed upon customer request. These products can be ordered the same as any other print title, added to our print schedule and shipped direct to customers from our plant.

1. How is this product different from other titles in your catalog?

"We wanted to give customers the flexibility of ordering titles on niche topics without the inventory overhead. Print on Demand titles will be batch printed upon customer request."

2. Why is the pricing different from the original product?

"Since we are not printing in bulk the cost to print is more than our inventoried items. We have included some discount thresholds to offer additional pricing options for larger orders."

3. Can I order POD titles and inventoried items in the same order?

"Yes, you can. Orders can be processed for both inventoried and non-inventoried items in the same transaction."

4. What is the timeframe for delivery?

"When your order is submitted, all POD line items will be added to the print schedule. POD items are estimated to ship within 2-3 weeks. Any inventoried items ordered will be processed separately and delivered within the standard 7 to 10 business days. Please note, these products will be shipping from different locations and will invoice separately. If you have any questions regarding your order status, please contact Customer Service at 800-333-3032 or [e-mail]."

5. Can I return a POD title?

"Unfortunately, we cannot accept returns for print on demand products. All POD titles are final sale. If there is problem with your order due to incorrect processing or shipment issues with our carrier, please contact Customer Service for assistance."

6. Are POD titles eligible for discount?

"Promotional codes cannot be applied to POD titles, but there are volume discounts available. Discount thresholds are listed on kramesstore."