Return & Refund Policy
Effective Date: March 20, 2025
At Martin Sign Company, we are committed to providing quality signage and products that meet your project requirements. Because many of our products are custom-made, our return and refund guidelines are designed to address damaged, defective, incorrect, and eligible return requests clearly and fairly. Please review the following guidelines carefully. If you have any questions about your order, our support team is available to review your specific situation and provide the appropriate next steps.
Damaged or Defective Product Returns
Returns are accepted in cases involving damaged or defective products.
If you receive your shipment and discover that a product is damaged, defective, or not what you ordered, please contact our team within 48 hours after receiving the shipment.
To submit a return request, email:
sales@martinsignco.com
Please include your order or invoice number, a description of the issue, and clear photographs of the product and packaging when applicable.
Our customer service team will review the information and work with you toward an appropriate resolution.
Return Eligibility Requirements
To be eligible for a return, the item must:
- Be
unused - Be
in the same condition in which you received it - Be
in its original packaging - Be
associated with the order for which the return request is being submitted
Because Martin Sign Company offers custom
signage and personalized products, certain orders may require additional review
based on the product and circumstances.
Please
do not send any product back without first contacting our support team and
receiving return instructions.
Faulty or Incorrect Goods
If you receive a product that is faulty,
damaged, or different from what you ordered, please contact us promptly with
photographs showing the issue.
Once our team has reviewed and confirmed the
fault or error, we will determine the appropriate resolution. Depending on the
circumstances, this may include repairing,
replacing, or refunding the affected item.
For confirmed faulty or incorrect products,
Martin Sign Company will review the applicable return and replacement shipping
arrangements and provide the appropriate instructions.
Replacement Orders
For an eligible damaged, defective, faulty, or
incorrect product, a replacement order will be processed within 1–2 business days after the return request
has been approved.
The time required to manufacture and deliver a
replacement may vary depending on the product, customization, production
requirements, shipping method, and delivery destination.
Our support team will provide additional
information regarding the replacement process when your request is approved.
Sale Product Return Policy
Please choose sale products carefully, as sale items are final sale and are not eligible
for return or exchange due to a change of mind.
If you receive a sale product that is damaged,
defective, faulty, or different from what you ordered, please contact our
support team within 48 hours of receiving
the shipment.
The same review process for faulty or
incorrect products will apply, and our team will determine the appropriate
resolution based on the circumstances.
Exchanges
If an exchange is approved, please contact our
support team before sending your product back.
Once the returned item has been received and
the exchange has been approved, we will process the replacement item according
to the circumstances of your order.
Any applicable return shipping or courier
charges associated with an exchange will be reviewed and communicated by our
team before the exchange is processed.
Credit Notes
If a credit note is approved as the
appropriate resolution, the applicable credit or voucher will be issued to the
email address associated with your order.
Please ensure that the email address provided
with your order is accurate and accessible.
Any fees that may be charged by your bank or
financial institution are outside Martin Sign Company's control, and we are not
responsible for such charges.
Order Cancellations
If you need to cancel an order, please contact
our team as soon as possible at:
sales@martinsignco.com
Because many Martin Sign products are
custom-made, orders may move into design, material preparation, fabrication,
printing, or production shortly after being placed.
Our team will review the current status of
your order and advise you regarding the available options based on the
circumstances.
Custom & Personalized
Products
Martin Sign Company produces a wide range of
customized signage, including business signs, illuminated signs, LED signage,
dimensional letters, storefront signs, blade signs, interior signs, exterior
signs, and other products created according to individual project
specifications.
Custom products may include customer-specific:
- Artwork
- Logos
- Dimensions
- Materials
- Colors
- Finishes
- Illumination
- Mounting
requirements - Layouts
- Other
project specifications
For this reason, return, exchange,
cancellation, and refund requests involving custom products may require
individual review.
Customer-Approved Artwork
Customers are encouraged to carefully review
artwork, measurements, colors, layouts, logos, and other specifications before
approving a project for production.
If you identify an error or need a change,
please contact our team before production whenever possible.
If you have a concern after receiving your
product, contact our support team so we can review the original order, approved
specifications, and circumstances surrounding the concern.
How to Submit a Return
Request
To help us review your request efficiently,
please email sales@martinsignco.com
and provide:
- Your
full name - Business
name, if applicable - Order
or invoice number - Email
address - Phone
number - Description
of the issue - Clear
photographs of the product - Photographs
of the packaging, when applicable - Any
additional information requested by our team
Once we receive your request, our team will
review the information and communicate the appropriate next steps.
Please
do not ship a product back to Martin Sign Company until you have received
return instructions from our team.
Shipping for Approved Returns
or Replacements
When a product is confirmed to be faulty,
damaged, defective, or incorrectly supplied, our team will review the
circumstances and provide instructions regarding return and replacement
shipping.
For exchanges or other customer-requested
returns, any applicable shipping or courier charges will be communicated during
the return process.
Shipping arrangements may vary depending on
the product, destination, size, weight, and circumstances of the order.
Our Commitment to Customers
At Martin Sign Company, we understand that
every signage project is different. Our goal is to make the return,
replacement, exchange, and refund process as straightforward as possible.
If you experience a problem with your order, please contact us promptly and allow our support
team to review the situation. We will consider the details of the
individual order and circumstances and provide the appropriate resolution.
Contact Our Support Team
Email:
sales@martinsignco.com
Phone: (415) 525-3632
Hours: Monday–Friday, 8:00
AM–5:00 PM
For a faster response, please include your order or invoice number and a clear description
of your concern.
Martin Sign Company
Quality Signage & Custom Sign Solutions