Refund policy

Last Updated: September 30, 2026

At BorderPrint, we are committed to providing high-quality, accurate cross-border compliance products. Because the majority of our products are custom-printed with specific business data (such as Standard Carrier Alpha Codes, Carrier Codes, and unique barcode sequences), our return and refund policies differ from standard retail stores.

Please read this policy carefully before placing your order.

1. Custom-Printed Physical Products

Due to the custom-made nature of our physical products (including PARS and PAPS barcode labels, and custom lead sheets), we do not accept returns or offer refunds once an order has been printed or fulfilled. Because these items are sequenced and coded specifically for your business, they cannot be restocked or resold.

2. Custom Branded Products Made by Our Manufacturing Partners

Some of our custom branded products are produced and shipped for us by third-party manufacturers rather than printed in our Windsor facility. These include, but are not limited to:

  • Bolt seals, cable seals, and plastic security seals printed with your company name, logo, and/or sequential numbering
  • Custom branded carbonless Bill of Lading (BOL) booklets
  • Safety decals and compliance decals

All sales of these products are final and non-refundable. Once your order is sent into production with our manufacturing partner, it cannot be cancelled, changed, returned, or exchanged. This includes unused or unopened product, ordering the wrong size or quantity, and changing your mind. Because these items carry your branding and numbering, they cannot be resold. The only exception is a clear defect, as described below.

What we consider a defect:

  • The product does not match your order or your approved proof, such as wrong text, wrong logo, or numbering different from what you ordered
  • Duplicate, missing, or out-of-sequence numbers on seals or BOL booklets, compared to the range you ordered
  • Seals whose locking mechanism fails when applied according to the manufacturer's instructions
  • Carbonless copies that do not transfer, or booklets that are bound incorrectly or missing pages
  • Decals with illegible print, or adhesive that fails when applied according to the application instructions
  • The wrong product, or less than the quantity ordered, was shipped

What is not a defect:

  • Errors in information, artwork, or numbering that you supplied or approved on a proof, such as spelling, USDOT/MC numbers, phone numbers, or starting sequences
  • Low-resolution or poor-quality logo files you supplied
  • Minor variations in colour, print position, or finish that are normal in commercial printing and manufacturing, including differences between on-screen and printed colours
  • Seals that have been cut, tampered with, damaged after delivery, or used improperly
  • Decals applied to dirty, wet, textured, or incompatible surfaces, or applied outside the recommended temperature range
  • Normal wear, weathering, or fading over time

Reporting a defect:

  • Please inspect your order when it arrives, especially seal and BOL number ranges. Report any defect to us within 30 days of delivery.
  • Include your order number, a description of the problem, and photos of the affected items.
  • Do not throw away or use the defective items. We or our manufacturing partner may ask for samples or for the affected items to be returned for inspection. If so, we will provide a prepaid return label.
  • We review each claim with our manufacturing partner. If a defect is confirmed, we will replace the defective items at no cost to you, including shipping. If a replacement is not possible, we will refund the price paid for the defective items. Remedies apply only to the defective portion of the order.

Production and Delivery Times

These products are made to order by our manufacturing partners, so they take longer than our standard next-business-day processing. For many of these products, we provide an estimated production timeline. These timelines are estimates only. Some orders may be completed and shipped sooner, and others may take longer, depending on the manufacturer's schedule at the time of your order. Estimated timelines are not guaranteed delivery dates. Orders may ship separately from the rest of your purchase or directly from the manufacturer.

We stay in regular contact with our manufacturing partners to keep your order moving and get it to you as quickly as possible. Even so, some delays are outside our control. Examples include material shortages, equipment breakdowns, high order volumes at the manufacturer, holiday closures, and carrier or customs delays on shipments from the manufacturer. BorderPrint is not responsible for delays caused by our manufacturing partners or their carriers. These delays are not grounds for cancelling an order or receiving a refund.

If we learn that your order will be significantly delayed, we will contact you with an updated estimate. If you need products by a specific date, please contact us before ordering so we can check current production times with our partner.

3. Customer Errors and Order Modifications

You are strictly responsible for reviewing your order details—including SCAC, Carrier Code, company name, and starting sequences—prior to submission.

  • Modifications: If you discover a data entry error after placing your order, you must contact us immediately by phone or live chat.
  • Processed Orders: If no attempt to rectify the error(s) is made promptly, and the order has already been processed and fulfilled by our team, the customer will not be provided a refund or a free replacement. In these instances, you will be required to place a new order with the correct information at your own expense.

4. Manufacturer Defect or Printing Errors

We take quality control seriously. If you receive your order and discover that BorderPrint made a printing or manufacturing error that deviates from the information you provided at checkout, we will make it right.

  • Replacements: We will reprint and ship the corrected labels or documents to you at our expense as quickly as possible.
  • Reporting an Error: You must report any manufacturer errors to our support team within 30 days of receiving your order. We may require you to submit a photograph of the incorrect product for our quality assurance records before processing the replacement.

5. Digital Products

Sales of all digital products, including Digital PARS/PAPS files and digital lead sheets, are final and non-refundable once the order has been processed or emailed. Due to the immediate delivery and downloadable nature of these files, we cannot revoke access once the order is processed.

If you experience technical difficulties downloading or opening your file, please contact our support team for assistance.

6. Shipping Delays

BorderPrint processes and ships orders as quickly as possible to meet the demands of the logistics industry. However, once an order leaves our facility, we have no control over the transit times of third-party carriers (e.g., UPS, FedEx, Canada Post).

  • We do not issue refunds for the cost of the products or the cost of shipping due to carrier delays, weather disruptions, or customs clearance holds.
  • This also applies to production and shipping delays at our manufacturing partners for custom branded products (see Section 2).

7. How to Contact Us Regarding an Order

If you need to report an error or have questions about an order you just placed, time is of the essence. Please contact us using the most immediate channels available:

Border Connect Inc. dba BorderPrint

  • Phone: 1-800-596-5176 ext. 5
  • Live Chat: Available on www.borderprint.com during business hours
  • Email: contact@borderprint.com
  • Business Hours: Monday - Friday, 9:00 AM - 5:00 PM EST