CUSTOMER SERVICE

CONTACT US

APEC’s headquarters are in New York, with various plants across the country.
All correspondence comes out of our New York offices.
We can be reached M-F from 9:00am to 5:30pm Eastern.
  By Phone: Toll-Free from the lower 48 states: 800-221-9403
Local number from everywhere else: 212-730-0088
  By Fax: 212-730-0053
  By Mail: American Printing and Envelope Company
A division of APEC Paper Industries
237 West 37th Street, #901
New York, NY 10018
  By Email: sales@ApecEnvelopes.com


POLICIES INDEX



MONEY BACK GUARANTEE

APEC wants each of its customers to be completely satisfied with every order. If you are, for any reason, unhappy with your order, it may be returned. All returns must be received by APEC no later than 30 days after the ship date of the original order. No custom printed merchandise can be returned without written APEC approval. If the return is the result of an APEC shipping error, then APEC will arrange for the return. If the goods being returned are exactly what were ordered, then it is the customer’s responsibility to return the merchandise for credit. It is recommended that all returns be sent via a carrier with tracking and signature capabilities. Any return that arrives after the 30 day window will be subject to re-stocking charges. All returned goods must be returned in their entirety, in the original inner boxes, and in a condition suitable for resale. Once the goods are received by APEC, the credit will be issued within 7 days. Credits can only be applied to the same credit card that was used for the original purchase. If your order was over $100, and you received free shipping, you will only be refunded the value of the shipping in the event of an APEC error. If the return was not due to an APEC error, you will receive a credit of the total purchase price minus the cost APEC paid to have them shipped to you. If your order was under $100, and there were shipping charges associated with the original order, you will be refunded 100% of the cost of the goods, shipping excluded.

Customers have 5 days after receipt of a shipment to notify APEC of any errors. Goods must be inspected upon receipt by the customer and any claim of incorrect size, color or defective merchandise must be sent to sales@apecenvelopes.com no later than the fifth day after receipt. No credit, refund or exchange will be permitted after any printing, cutting or postage is applied to the envelopes or paper, even in the event of a mis-shipment.

The return address is:

APEC French
1950 Industrial Drive
Niles, MI 49120

If a customer sends back a return that is not eligible for a credit, or is damaged, it is the customer's responsibility to pay the freight if they would like the product back again.

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RETURN POLICY

APEC has a 30 day no questions asked return policy. For plain, undamaged, unprinted goods, please ship the items with a copy of your packing slip to the APEC Michigan address above. Only full cartons can be returned, no partial boxes or loose envelopes. Goods over 60 days from the original ship date cannot be returned. Should the goods be received after 30 days from the original ship date, for whatever reason, re-stocking charges will be applied to the credit. They are as follows:

31-45 days: 20% Restocking fee
46-60 days: 30% Restocking fee
61+ days: No refund accepted.

Customers have 5 days after receipt of a shipment to notify APEC of any errors. Goods must be inspected upon receipt by the customer and any claim of incorrect size, color or defective merchandise must be sent to sales@apecenvelopes.com no later than the fifth day after receipt. No credit, refund or exchange will be permitted after any printing, cutting or postage is applied to the envelopes or paper, even in the event of a mis-shipment.

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SHIPPING INFORMATION

Free Shipping Offer: For orders with a merchandise total of $100 or more and a shipping destination within the continental 48 states, we offer free UPS Ground shipping (with the exception of paper sheets 25 x 19" or larger).

We do our best to ship the goods from the warehouse that is closest to your destination, but this is not always possible. We currently ship from California, Illinois, Michigan, New Jersey, New York, Pennsylvania, Texas and Washington.

UPS Ground can take anywhere from 2-6 business days after we receive your order. We offer same day shipping on web orders placed before 2pm EST. In the event an item is out of stock, we will notify you via e-mail for any order with expedited shipping or any order where the backorder exceeds 3 business days from the order date. When your order is shipped, you will receive a shipping confirmation e-mail which will have your tracking number. Of course, if you need a definite delivery date, you can always choose Next Day Air or 2nd Day Air, regardless of your location.

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SAMPLES POLICY

APEC is pleased to offer our new Free Samples Program.

You may choose up to 5 envelopes in total from any of the products on our site*

Here's how to get your samples:

  1. Submit a request through our Samples Request form.
  2. You will need either the SKU, which can be found on the Product page or a description of the envelope including the product name, size and color, as needed.
  3. Choose up to 5 envelopes in total from any of the products on our site.
  4. Your free samples will be mailed out from our facility within 2-5 days from this sample request. Delivery times vary depending on your location. Should you need samples faster, you may contact us via e-mail here and provide a UPS # and we will send them out on your account. Sample shipments can only be tracked if you provide a UPS #.
* EXCEPTIONS:
  • Poly-String Envelopes
  • Poly Tuck-In Envelopes
NOTE: APEC reserves the right to not fulfill any samples request for any reason and to cancel the program without prior notice.

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PRINTING TERMS AND CONDITIONS

Terms and Conditions
The APEC Art Creation Tool is meant for basic envelope printing. For more complex artwork, with bleeds and/or custom PMS Ink colors, please create the art into an approved format (see below) and upload the art to us. We will e-mail you a proof and alert you to any surcharges above the basic printing rates. After using the Art Creation Tool, you are accepting your artwork as the final version. There are no e-mailed proofs after you hit accept and place your order. The art you created is saved on our database and we do not “re-set” it whatsoever. We are going direct to plate, so if there is a typo in the art, it is not APEC’s responsibility or liability.

Cancellations
You have a certain amount of time to cancel your order after it is placed. The only way to cancel an order is to speak to an APEC representative at 1-800-221-9403 between 8:30 AM and 5:00 PM EST Monday to Friday. You would need to give your order number and receive, via e-mail, a cancel order confirmation. Orders received during business hours (8:30 AM – 5:00 PM) must be cancelled within 3 hours or the order becomes non-refundable. Afternoon orders (2 PM – 5PM) have until 10 AM the following day in which to cancel. Orders received during off hours have until 10 AM the next business day in which to cancel or the order becomes non-refundable.

Turnaround
Our turnaround is usually 5-7 full work days after receipt of an order plus ship time. Usually we can complete the job quicker, but for planning purposes use the 5-7 days as a guideline. This does not include shipping times. We have several print centers, and we endeavor to print the goods in the center closest to you. If you need your printed envelopes rushed, please call Customer Service at 1-800-221-9403 ahead of your having placed the order with your deadline, and we will let you know a) if it’s possible and b) how much extra that it would cost. If your order is from uploaded artwork, the 5-7 days begins once you approve the proof that is e-mailed to you.

Approved Uploaded Art Formats
Adobe Illustrator .AI, EPS, or PDF files. Fonts saved as outlines.
PDF Files. All content should be embedded and submitted at 100% scale.
Photoshop .EPS or .TIF Files. Attach all fonts and minimum 300 dpi required.

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PRIVACY POLICY

APEC Paper Industries is committed to protecting your privacy. Whatever information you provide to us while placing your order, including your name, address, phone number, email address and credit card information, stays with APEC. APEC will never share, sell, trade or rent your information to a third party. We may periodically send you emails that highlight new product offerings and specials, but you will always be given the ability to permanently opt-out of these emails.

All information transmitted to APEC is done so over a secure (SSL) server. This data is encrypted which prevents any Internet eavesdroppers from obtaining your personal information. Once at APEC, the data is secure and only authorized personnel here at APEC have access to it.

APEC Paper Industries has been in business since 1935. We have always believed that our most important asset is the trust our customers have placed in APEC for over 70 years. If you have any questions or concerns regarding your personal information, you may contact us at:

sales@ApecEnvelopes.com

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DISCLOSURES

Product availability: APEC maintains an inventory of over 10 million envelopes. However, not every envelope is available at the time of purchase. Should we not be able to fulfill an order within 3 business days of its order date, the customer will be notified via e-mail. APEC reserves the right to send partial shipments. Stocked envelopes and papers can be subject to change without notice. APEC reserves the right to revoke any order and to correct any errors, inaccuracies or omissions, including after an order at any stage of the order process. APEC also reserves the right without liability or prior notice to discontinue, revise or refuse to make available any of our products, or to cancel any order in our sole discretion at any time.

Products Descriptions and Colors: APEC cannot be held liable for any errors in descriptions, graphics or pictures on this site, in relation to its products. Different monitors will display colors in varying shades. APEC attempts to provide the best representation of its products online, based on a calibrated monitor. If you are unsure about a particular color, or your color needs are quite specific, then please submit a sample request to sales@ApecEnvelopes.com.

Overs/Unders: During the manufacturing process, quality control will remove from inventory any envelopes it finds not suitable for sale. Because of this, we set our production goal a bit higher than when the particular orders might be. Depending on the run, you may receive between 2% over or 2% under the desired quantity. If for any reason, you receive a shortage of product greater than 2%, please contact APEC and we will send you what you need.

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RESELLER DISCOUNTS

APEC offers qualified companies reseller discounts of up to 15%. Your company type as well as product consumption will determine your exact discount. Only companies with Federal Tax IDs are eligible. Anyone company reselling our product is eligible to apply, including printers. To apply, send an e-mail with Reseller Discounts as the subject to sales@ApecEnvelopes.com. The e-mail must include your company name, address, phone number, type of business, years in business, Federal Tax ID number, and existing paper/envelope suppliers. We will respond within 1 week with your reseller status and exact discount.

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