BSO Store Frequently Asked Questions


Returns
Branded items and gifts are custom items and are not eligible for return unless defective. The items on the storefront have been carefully chosen for quality and brand compliance. Please contact info@sepcommunications.com or call 561-299-9911 for questions regarding products in advance of ordering to ensure your satisfaction. If you believe the delivered product is defective or produced incorrectly to your specifications, please send images of the product with order number to info@sepcommunications.com with a description of the defect or production error. An SEP sales representative will respond with next steps for resolution. Once the defect is confirmed, SEP will resolve by reproducing the exact product with no decorating changes and reship the product at no expense to the customer. Time frame will vary based on production time needed but should not exceed 10 business days for domestic products. The entire quantity of the item must be returned to the SEP by the customer in its original quantity as per invoice of actual order for full replacement to be processed. SEP will issue a UPS label for returning the item(s) and you will have 10 days to return the defective items. The manufacturer will then reproduce the exact quantity and specifications and ship to the customer directly. If customer decides they do not want the product to be reproduced, SEP will issue a credit against the purchase order or credit card less the return shipping costs. The customer has 10 days to decide on next steps or the order becomes unreturnable, per standard manufacturing polices.

Exchanges
Custom branded items are not eligible for exchange unless defective. Please contact info@sepcommunications.com within 10 days of receipt of product if there are any questions.

Cancellations must be made within the same business day only. Please call 561-299-9911 with your order number available or email info@sepcommunications.com. SEP will make all best efforts to cancel the order; however if order is not promptly canceled after placed and production starts the order cannot be canceled.

Non-inventory items vary from 5-10 business days during regular non-holiday months and may be extended during high volume months. If you are outside of this order time frame, please contact info@sepcommunications.com for additional options.

The customer is responsible for providing SEP with correct recipient addresses. If an item is returned to the manufacturer/SEP due to a bad address, the customer is responsible for providing an updated address and any re-shipping costs associated. No credits will be issued for items not delivered to recipients; the item(s) will be shipped to the customer at their expense.

If a pre-production sample is requested, it is the financial responsibility of the customer to purchase the sample up front. Once the order is placed, the setup fee of the sample will apply towards the order.

Have a special request for a product you don’t see on the store? Please contact karenm@seprint.com for assistance finding items that are not featured on the storefront site.