Ordering Information
1. Questions? Need Help? Ready to Order?
Call Customer Service
Mon-Fri, 8am to 5pm EST* (excludes USA major holidays)
- USA Toll Free: (800) 336-6636
- USA: (419) 354-1427
- International: +1 (419) 354-1427
- Fax: (419) 353-7908
Email Customer Service
Visit the CONTACT US page to send us an email
Hours of Operation
- Monday to Friday: 8am to 5pm EST* (excludes USA major holidays)
Warehouse & Shipping:
EXPRESS ORDERS placed before 2pm EST ship same day
EXPRESS ORDERS placed after 2pm EST ship next business day (Monday if ordered on a Friday)
* Eastern Standard Time
2. Online Shopping Cart
Currently, the shopping cart feature is only available for a portion of our product line, including the following:
- Express Hologram Stickers
- Tamper Evident Security Tape
- Security Packing Tape
- Acetate Security Tape & Seals
- Stock Holographic Overlays
- Plain ID Card Overlays
- Non Residue Security Labels
- Anti-Pilfering Seals
- Frangible Paper Seals
- Mechanical Security Seals
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 occasionally change the published prices and may 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.
Fulfilling your online order:
Our typical work week is Monday through Friday (excluding major US holidays).
EXPRESS ORDERS placed BEFORE 2pm are shipped the same day.
EXPRESS ORDERS placed AFTER 2pm on Friday are shipped on the first work day of the week (usually Monday).
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:
- Pricing
- Acceptable Forms of Payment
- Information Required for Credit/Debit Card Payments
- Wire Transfer Instructions
- Extended Payment Terms
- Shipping
- Return Policy / Customer Satisfaction Guarantee
- RUSH Service for Customized Orders
- Warning to Counterfeiters
- Technical Support — General
- Technical Support For Commercial Printers
- 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. Sales Tax to USA Destinations:
Currently we collect sales tax for all retail shipments to Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Washington and Wisconsin.
Also, sales tax may apply for some products shipped via 'drop ship' from a supplier's USA warehouse. The states where we are required to collect sales tax are subject to change without notice.
For other US locations, the buyer is responsible for paying the local and state sales tax or use tax. If you are exempt from sales tax, you must provide information regarding your reseller certificate or exemption status prior to placing your order.
2. Shipping:
Our standard shipping terms are FOB Ohio. 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 are subject to the applicable sales tax. Our standard carriers are FedEx, UPS, and specific truckload freight companies, which are selected and paid by us. See Section F (below) for more details.
3. Insurance:
All orders are fully insured if they are shipped on our account using our standard carriers for ground and air shipments. Our standard carriers include:
a. Federal Express (FedEx)*
b. United Parcel Service (UPS)*
c. Any truck service where we select the carrier.
d. If product is shipped on your account or with a carrier you select and the product is damaged or late, you are responsible for filing a claim with your carrier.
* If shipping on your account via FedEx or UPS or with a carrier we select, we always insure the package for the full value, unless you request otherwise.
For all other types of shipments, you are responsible to arrange for insurance or accept the risk if the package is lost, damaged, or late. This includes:
a. Orders shipped by the US Postal Service
b. Billing the shipping to your account with any carrier and/or using your preferred carrier.
4. Import Fees: VAT, Sales Tax, Broker Fees, Customs, Duties & Import Fees to International Destinations:
Our standard practice for quoting product to international destinations is EX-WORKS Ohio, USA. International shipping costs quoted verbally or shown on our website exclude any import fees including customs, duties, broker fees, clearance fees, sales tax, VAT, storage fees, etc. We offer options to ship using alternate incoterms (see Section F below).
As the buyer, you are solely responsible to pay all import fees based on the shipping destination. To assure you understand the total cost of the purchase, we recommend you confirm the specific destination charges prior to placing the order.
If you are using a customs broker, these charges will be presented to you as a separate invoice when the products are delivered.
If we ship on our account using FedEx, UPS, DHL or another air express carrier, the carrier will present the import fees as a separate invoice to you when the product is delivered. If the product is delivered and the import fees are back-charged to us, we will invoice you for the import fees (+10% processing fee) 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:
- For deliveries within the USA:
- Credit & Debit Cards (Mastercard, Visa, American Express, Discover)
- excludes International Credit/Debit Cards - Company checks
- PayPal (email funds to paypal@novavisioninc.com)
- Bank wire transfer — Section D
- Extended payment terms — Section E
- Credit & Debit Cards (Mastercard, Visa, American Express, Discover)
- For deliveries outside the USA:
- Bank wire transfer — payment is required in advance; this is our standard method of payment for international shipments - Section D
- Credit & debit cards — we normally do not accept international credit cards. If you provide a photo ID and copy of both sides of the card to verify your identity, we may consider payment by international card (subject to our approval).
- PayPal — we normally do not accept PayPal for international shipments. If you provide a photo ID to verify your identity, we may consider payment by PayPal (subject to our approval).
- Bank wire transfer — payment is required in advance; this is our standard method of payment for international shipments - Section D
- 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 E for an application.
- We do NOT process orders using any of the following:
- COD
- Personal Checks
- Third Party Checks
- Cashier Checks
- International Business Checks
- Western Union
- International Credit Cards — unless you provide additional verification of your identity (subject to our approval) as noted in B2 as noted above.
- Cryptocurrency (Bitcoin, Ethereum, etc.)
C - INFORMATION REQUIRED FOR CREDIT/DEBIT CARD PAYMENTS
To process a credit card order, we require all of the following information:
- Shipments to US states:
- Name on card (exactly as shown)
- Card type and number
- Expiration date (month/year)
- The security code — MC/V/D are 3 digits on back of card; AMEX is 4 digits on front of card
- Mailing address and zip code where billing statements are mailed
- The name, mailing address and home phone number of the person placing the order
- Please confirm if you require signed authorization to accept product
Note: We will only ship to the address of the cardholder
- Shipments to All Other Destinations
Our standard policy is wire transfer in advance.
In some limited circumstances, we may allow an exception if you provide additional documentation to show a picture of the credit card (front and back) along with a photo identification. If you decide to NOT provide the documentation for the credit card and/or photo ID, we may accept your credit card order, but the shipment could be delayed for up to 2 weeks until we can confirm the credit card is valid. Since there are many factors for us to consider, we don't guarantee we will accept a credit card payment even with the added documentation or the shipping delay.
- Recommended Methods for Communicating Credit Card and Personal Information
NovaVision follows the measures outlined by the PCI Security Standard Council and has been validated PCI DSS Compliant by Clover Security (First Data Corporation).
WARNING: Sending unprotected credit card (or debit card) information via email has inherent risks and is NOT compliant with credit card security practices.
Please choose one of the following recommended communication options (listed in descending order of security):
- Best Security (4 options):
- By shopping cart — Enter your order using our shopping cart system, which provides acceptable security protection for your credit card information.
- Verbally by telephone — call our office (419-354-1427) and verbally provide the information directly to one of our sales or customer service reps.
- By fax — document the information and fax to us at 419-353-7908
- By postal mail (USPS, FedEx, UPS, etc.) — document the information and send us a hard copy (NovaVision, 524 E Woodland Circle, Bowling Green, OH. 43402).
- Acceptable Security (2 options):
- By voicemail — It is acceptable to leave a detailed message on our designated mailbox. Your voicemail information will be entered into our secure order system and deleted within 1 business day. Please call 419-354-1427 extension 4241
- By email — complete the required credit card info and copy it to a WORD document. Password protect the document using a custom password. Email the password-protected WORD document to the sales rep. Then in a separate conventional email (or to any voicemail box), communicate the password to a sales rep. Your emailed information will be entered into our secure order system and the original email will be deleted within 1 business day.
- Best Security (4 options):
D — WIRE TRANSFER INSTRUCTIONS
Wire transfer payment in advance is required for ALL Shipments outside the United States and for some shipments within the United States.
Contact the assigned sales representative noted at the bottom of each product page (see the yellow box “Questions? Need Help?“) to confirm the product, quantity, price and order schedule.
After you confirm your order details, the sales rep will send you a detailed pro-forma invoice, which includes the wire transfer instructions.
Our bank must confirm the receipt of the payment before we begin production. Orders typically ship within 2 weeks after the payment is first acknowledged.
If you overpay by wire transfer, the overpayment is automatically applied to your account for a future order. If you would like a refund, please allow 30 days for processing.
E - 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 future payments are not timely.
- You provide us with three acceptable credit references; allow us 2 weeks to evaluate your references.
- Your 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.
- For repeat customers, we offer extended payment terms for purchases on our shopping cart. This special credit allowance must be established in advance.
Click here to initiate an email request for extended payment terms
F - SHIPPING
- If you choose the shipping company and ship the product on your account, all of the following apply:
- You are responsible for coordinating with your carrier for any delivery delays and product issues (lost, stolen or damaged product).
- If shipping on your account via FedEx or UPS or with any other carrier we select, we always insure the package for the full value, unless you request otherwise.
- If your order ships on our account and the shipping cost is added and itemized on your invoice, all of the following apply:
- If your product is damaged or lost by the carrier (except as noted in the following sections), we will coordinate the claim with the carrier and get you replacement material.
- Due to the nature of the products we sell, most orders require a signature to confirm delivery.
- All deliveries to a business address require a signature. If you waive the signature requirement (or have a signature on file with the carrier), your company is responsible for the product if the carrier confirms they made the delivery (even if the product is later determined to be missing or stolen).
- All deliveries to a residential address require a signature where the order value is $200 or more. If you waive the signature requirement (or have a signature on file with the carrier), you are responsible for the product if the carrier confirms they made the delivery (even if the product is later determined to be missing or stolen).
- We do not guarantee the delivery service times published by the carriers or as noted below. However, if you pay for a premium service and the shipment is delayed, we will refund the difference of the premium service to the service you received. If a late delivery may result in the product being refused (or not needed), this requirement must be noted on your purchase order, which will alert us to schedule the most appropriate delivery service and possibly RUSH service for production. Currently, the disruption in freight transportation including small package shipments both as a result of COVID-19 and the Holiday demand has resulted in the occasional delay and therefore we cannot guarantee delivery for expedited services. Please refer to Fedex.com for details or exclusions which may apply to your service area. UPS has similar restrictions, please refer to UPS.com.
Shipping Options within the USA
- FedEx*: Daily service from NovaVision
- Priority (by 11am next business day)
- Standard (by 3pm next business day)
- 2 day (by 3pm on 2nd business day)
- Ground and LTL (1 to 5 days)
- UPS*: Daily service from NovaVision
- Next day air (by 11am next business day)
- Next day air saver (by 3pm next business day)
- 2 day (by 3pm on 2nd business day)
- Ground (1 to 5 days)
- DHL: Not Available
- United States Postal Service: NovaVision does NOT ship via USPS. This service is only used to ship to US military bases.
- Various LTL carriers: optional when shipping on the customer's account
Hawaii and Alaska — we recommend air express (shipping ground usually requires a minimum of 1 week; 2 Day express is often less expensive than ground)
International Shipping Options (with typical service times*)
DELIVERY CARRIERS: Our standard procedure is to quote product pricing EX-WORKS using these carriers:
- DHL (our recommended international carrier excluding Canada):
- There is no scheduled daily service from NovaVision, but can usually be called for same-day pickup.
- DHL Worldwide Express (1-3 Business Days)
- FedEx*: Daily service from NovaVision
- Ground to Canada and Puerto Rico (3 to 7 days)
- International Economy Air (2 to 5 days)
- International Priority Air (1 to 3 days)
- UPS*: Daily service from NovaVision (our recommended carrier to Canada for faster service)
- Ground to Canada (2 to 5 days) Note: UPS charges and an extra $25 entry fee for ground to Canada.
- Worldwide Expedited Air (2 to 5 days by end of day)
- Worldwide Saver Air (1 to 3 days by end of day)
- Worldwide Express Air (1 to 3 days by noon)
- United States Postal Service: Only offered for U.S. military (APO/FPO/DPO) addresses; the shipping cost is added to the invoice.
- TNT: Does not provide pick up service to our facility in Ohio.
- Other freight forwarders — we will provide service upon request when using the customer's account.
* With these carriers, you can provide your shipping account or we can ship on our account and add the shipping costs to the invoice. NovaVision does not guarantee the carriers stated service. Other services not shown may be available in your area, but the availability of other services needs to be confirmed by the customer.
DELIVERY TERMS: Our standard procedure is to quote product pricing EX-WORKS. However, as an option we can quote delivery using the following Incoterms:
Responsibility for Shipping Cost & Insurance by Incoterm
- Ex-works (EXW)
- NovaVision: NONE
- Customer: all expenses from NovaVision's location to delivery at customer location (with customs*)
- Free Carrier (FCA)
- NovaVision: Delivery and insurance to export terminal only
- Customer: Unloading at export terminal to delivery at customer location (with customs*)
- Ocean Cost, Insurance & Freight (CIF)
- NovaVision: Delivery and insurance to ocean import terminal only
- Customer: Unloading at ocean import terminal to delivery at customer location (with customs*)
- Delivered At Place (DAP) — formerly known as DDU (delivery duty unpaid)
- NovaVision: Delivery and insurance to customer location
- Customer: Customs*
- Delivered Duty Paid (DDP)
Note: This option is only available for repeat customers; allow 4 weeks for our internal approval process- NovaVision: All expenses from NovaVision's location to customer location (with customs*)
- Customer: NONE
* CUSTOMS — includes customs clearance fees, duties and taxes, but excludes sales tax, VAT, and storage fees unless these are specifically itemized in our quote.
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
- Quality 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. PRODUCT RETURNS FROM WITHIN THE USA
If you request to return stock product within 30 days of the invoice date, we offer credits as noted below; However, we do not accept returns on product which has been customized.
We do not refund the original shipping costs. Also, we do not refund rush charges.
If the original packaging is still intact and the material is suitable for resale as new material, you will get a 100% material refund. Otherwise, the material credit could range from 85% to 0% based on our inspection when we receive the returned material. This applies to stock hologram labels, security tape, security seals, blank labels, blank ID cards, lamination pouches, thermal ribbons and ID card ribbons.
Electric equipment and parts are subject to a restocking charge ranging from 25% to 35%. To qualify for any credit, only equipment and parts returned in the original packaging and suitable for resale as a new product.
You pay the return shipping.
G5. PRODUCT RETURNS FROM INTERNATIONAL DESTINATIONS
- If you request to return stock product within 30 days of purchase, we offer credits as noted below. However, there is no credit for customized product.
- We do not refund the original shipping costs you paid.
- You pay to return the product to us.
- We do not refund import fees (customs, duties, VAT, clearance fees, etc) you paid.
- Restocking fee: For stock product, we deduct a 15% restocking fee if the stock product is returned in it's original packaging and the product is suitable for resale as a new product. We do not provide any credit for customized product.
- Refused Product: Import fees are an added expense you pay separately from our invoice. Although rare, sometimes a customer will overlook this expense and then refuse the final delivery. We recommend researching the import fees in advance to avoid a major unexpected cost when the product arrives.
If you refuse to pay the import fees, you may return the product to us based on the same terms as noted in section G5-1 above. However, although you will not pay the import fees, it is possible the total costs related to the return may exceed the import fees. So evaluate the total return costs carefully before refusing to pay the import fees.
For refused product, if you do not want to pay return shipping, another option is to abandon the product. If abandoned, the shipping company will dispose of the product. We do not offer any credit for abandoned product.
G6. 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.
G7. ORDER ERRORS
In the event NovaVision makes an error (incorrect 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. If you make a mistake in ordering, however, please let us know. Whenever possible, we will work with you to reproduce the order at a reduced price.
G8. 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. Availability 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 for RUSH ORDERS 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 (or 1 business day) of the intended shipping time.
I - WARNING TO COUNTERFEITERS
If NovaVision is requested to produce custom security products or branded packaging, we require proof to substantiate that you are authorized to purchase that product. We independently verify your contact information and legitimacy. If you are not authorized to purchase the product, your contact information may be provided to law enforcement authorities without further notice. NovaVision cooperates with all local, state, federal and international law enforcement agencies to catch and prosecute fraudulent purchases and counterfeiting.
Counterfeiting is illegal and is defined as any attempt to copy an original with the intent to defraud. It is illegal to purchase a fake identification product, an unauthorized custom hologram, an unauthorized duplicate security label, or counterfeit packaging which uses a copyrighted brand name or logo. Further, in the USA, legislation is pending to expand the criminal law so that federal prosecutors will have an easier time prosecuting counterfeiters that manufacture bogus product labels and packaging.
J - TECHNICAL SUPPORT — GENERAL
Applicable products: Thermal Transfer Printers & Software, ID Card Printers & Software.
Please contact one of our sales representatives to schedule technical support:
Bill Kudzia - Thermal Transfer Printers and Software
Bill Kudzia- ID Card Printers and Software
1) For products purchased from NovaVision (or one of our affilliated companies), we offer technical support via phone, fax, and email as follows:
1a. FREE Unlimited Technical Service via phone, fax and email:
- Equipment — duration of equipment warranty based on invoice date
- Software — 90 days from date of invoice
- Response within 24 hours
- Technical service: $85.00/hour (One half hour minimum)
- Response within 24 hours
- Technical service: $85.00/hour - includes all travel time
- Travel by car: $.55/mile
- Travel by air, hotel, meals: actual cost
- Service availability based on production schedule at the time request is made
2) For products NOT purchased from NovaVision, we offer technical support via phone, fax and email as follows:
- Technical service: $150.00/hour (One half hour minimum)
- Technical service to customer's site: $150.00/hour — includes all travel time
- Travel by car: $.55/mile
- Travel by air, hotel, meals: actual cost
- Service availability is not guaranteed, and is based on staff availability at the time request is made.
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.
