When it comes to Doing Business with PrimeSource, LLC, our goal is to make it easy for you, while recognizing that both of us need to run sound and stable businesses. We want your business to be successful, too, and these policies help us offer the best overall service. Listed in order of how they usually occur, these policies streamline our service for you, allowing us to focus on your actual order while applying resources to bring you new products and opportunities. 

Terms and Conditions of Sale 

A. Shipping Information 

Free Nest Business Day Delivery on Most Items! 

*When do Shipping Fees apply?

Additional shipping charges may be required on orders containing furniture items and other oversized items.

Additional costs may also apply to items requiring installation services.

If an additional shipping or installation charge applies to your order, our Customer Care team will contact you prior to processing your order and before applying any additional charges.  

B. Delivery Area 

At this time, PrimeSource, LLC only operates within the continental United States. We do not deliver to P.O. Boxes, APO/FPO or international addresses, Alaska, Hawaii, or Puerto Rico.  

C. Delivery Schedule 

Orders placed after 4 PM EST will be processed the next business day*.

Orders placed on weekends and/or holidays will be processed the next business day*.

Most orders will be shipped in one box. However, if items are coming from multiple locations, your order items may arrive in different boxes to ensure that your shipment arrives to you promptly. You will not be assessed any additional shipping charges if this occurs.

Most orders are shipped via UPS Ground service. However, orders containing large furniture or other oversized items will be delivered via common carrier truck service (ex. Yellow Freight) and may require an additional shipping or installation charge. In these instances, the PrimeSource, LLC Customer Care team will contact you prior to processing your order and before applying any additional charges.  

*Business Days are defined as Monday through Friday, excluding all holidays. 

D. Tax Exempt Certificates

In order to comply with state and local tax law requirements, Customers must provide to PrimeSource, LLC properly executed tax exemption form.  If any tax-free purchase is used in any manner that would not exempt the sale from tax, Customer will be responsible for either paying the tax due directly to the proper taxing authority when the applicable state law so provides or informing PrimeSource, LLC for added tax billing.  

E. Order Processing and Payment

Pricing, Product Specifications and Policies
Naturally, to stay current with the market, we reserve the right to update pricing, product specifications and policies, including these Terms and Conditions without prior notice. Any discrepancies in regards to pricing must be called in within 30 days from invoice date. 

Small Orders
You may place orders for as little as $50.00. To accommodate occasional and inevitable Small Orders, anything less than $50.00 will incur a Small Order Charge of $5.00. Small Orders will ship ground only, and the $5.00 Small Order fee is reflected as part of the freight cost.  

Special Order Items
Certain items are considered Special Order and will ship UPS Ground. Allow up to one week for delivery. Special Order Items will be invoiced by PrimeSource, LLC, and our current Terms & Conditions will apply. Certain Special Order Items are non-returnable. You will be informed of this at time of order. Special Order Items that may be returned will be processed by PrimeSource, LLC’s Customer Care Department, regardless of point of origin. 

Cancellation Policy
To speed our service, orders are transmitted immediately into our warehouse selection process and therefore may not be canceled. You will be responsible for all freight charges and a 15% restocking fee on refused deliveries. 

Freight Policy
For your orders of 150 lbs. or less, PrimeSource, LLC will ship via UPS or FedEx.  All hazardous material orders and all orders over 150 lbs. ship via the best ground service and are charged at actual carrier rates. Dimensional freight charges will be accessed to the order in accordance with the carriers.  

Fuel Surcharge
In addition to the freight policy (above) PrimeSource, LLC reserves the right to adjust charges due to carrier fuel charges.  

Back Orders
All temporary out-of-stock merchandise will be automatically back-ordered unless otherwise notified. Back orders will be priced at prices prevailing at the time of shipment. 

Payment Terms
PrimeSource, LLC reserves the right to refuse to sell to any persons or firms. We are pleased to offer qualified Customers an appropriate line of credit after approval. Plus, we offer other methods of payment as follows: 

NET 15 Days — Upon credit approval, terms are Net 15 days from the date of the invoice.  Discounts on open account sales are conditional upon prompt payment.

Prepaid — Credit Card (Visa, MasterCard, American Express or Discover). 

PrimeSource, LLC reserves the right to extend or withhold lines of open account credit to any Customer determined by the Customer’s experience, record of trade payments, financial condition, amount of credit needed, etc. Depending on these factors, PrimeSource, LLC may require current financial information, particularly if such information is not available through routine sources (i.e. Dun & Bradstreet). PrimeSource, LLC may also require personal guarantees and/or other security interests. 

Open account privileges may be suspended if invoices for any month are not paid when due within published terms, and subsequent orders may be held until the account balance is reduced to a current status. Unusual cases of adjustment or dispute will be given individual consideration and handled accordingly.

A service charge of 18% per annum (1-1/2% per month) will be applied to any balance outstanding more than 30 days, cumulative for any month or portion thereof, in which a balance remains outstanding. Minimum finance charge is $1.00.

Reasonable attorney’s fees and other collection costs will be added to collection claims.

A twenty-five dollar fee will be charged for any dishonored check.

Certain services may not be available to CIA (Cash in Advance) accounts. 

F. Merchandise Returns 

Our Customer Care Department stands ready to assist and make these transactions as easy as possible. Contact our Customer Care Department within 30 days of your purchase.  All claims for discrepancies or damages must be made within 2 days after delivery. 

All returned merchandise must be in the original factory carton with all packing and warranty material. We cannot accept return of any merchandise for credit without our prior permission. 

PrimeSource, LLC strives to provide the best possible products and services to its customers. We gladly accept return of stock merchandise and give prompt credit for returned items with the following guidelines: 

Products may only be returned within 30 days of purchase.

If you are returning an item because of shortage, damage, or defect, the return request must be submitted within 5 days of delivery. Note: for electronic products that may be defective, contact the manufacturer directly according to the warranty instructions packaged with the product.

There are no returns of special orders, except for defective product.

Custom-order and special-order products, e.g., custom stamps, imprinted or dated products, and products ordered which are not shown in our catalogs may not be returned.

Furniture and machine orders are subject to the terms and conditions of Sale and Security Agreement, a separate document required at the time a furniture or machine order is submitted.

Return products in re-saleable condition (original, unmarked, sealed retail package.)

For health and safety reasons, food, beverage, or first aid items are non-returnable.

Oversized items, such as furniture, may be subject to a restocking fee.

"Free With Purchase" items may not be returned for credit.

We can only accept items for return that have been purchased from PrimeSource, LLC.

Please re-package products correctly to avoid damage during the return process.  

Your refund will be processed using the same form of payment originally used for purchase within 5 to 10 business days of the receipt of your return in our warehouse.  

In most situations, your original order will be credited and a replacement order will be processed and billed to your open account/credit card. 

Obtaining a Return Authorization Number
Prior to ANY Return, these three steps will ensure a smooth process. These essential steps pertain to ANY and ALL Returns.

1. You MUST call our Customer Care Department for approval. Phone number listed above. Please have the following information available:

 The invoice number

 Quantity to be returned

 Manufacturer part number

 Reason for the return 

2. Customer Care will issue you a Return Authorization (RA) number.

3. Customer Care will issue you Shipping Instructions. 

Preparing your Return for Shipment

1. Use YOUR company shipping labels on the cartons being returned.
2. Write your RA number on your shipping label and affix to shipping carton. In the case of multiple cartons, write your name on EACH shipping label, AND indicate number of cartons, for example 1/3, 2/3, 3/3. If the shipping carton is the original manufacturer packaging, DO NOT write the shipping address or RA numbers directly on packaging as the product must be in resalable condition, with no defacing, to receive credit.
3. Any shipment arriving without an RA number on the shipping label will be refused.

All returns must be shipped freight pre-paid. Freight will only be credited for PrimeSource, LLC’s errors. 

PrimeSource, LLC Shipping Errors — Obtain an RA number (above).
We apologize for any errors caused by PrimeSource, LLC and will gladly take the product back, as long as you make your claims for Shipping Errors within five (5) working days of delivery of goods. 

Customer Ordering Errors — Obtain an RA number (above).
We are happy to take back product ordered in error and we assess a 15% restocking charge for this service. Returns must be in the original packaging and factory sealed where applicable. If the product is not received in salable condition, it will be returned to you at your expense. Certain Special order items are not returnable as outlined in the Special Order Items section above. Follow “Preparing your Return for Shipment” (above). 

Defective Returns — Obtain an RA number (above).
Defective and DOA hardware will be tested upon receipt at PrimeSource, LLC. See Defective Returns Exceptions below for products that may not be returned as “Defective”. All qualifying Defective returns must be shipped within 30 days of original invoice to: PrimeSource, LLC Defective Returns, 5015 N Capitol Avenue, Bloomington IN  47404. 

PLEASE NOTE: To ensure proper credit to your account, all defective product must be returned in its original carton with ALL original pieces, packing materials and manuals. Follow “Preparing your Return for Shipment” (above). 

Defective Returns Exceptions
The following are exceptions to our defective return policy.

Bottled Copier/Toner Supplies - all products are examined and are in salable condition before shipping and therefore are not returnable. All sales are final.

Cartridge-Based Copier Supplies - Due to the simple nature of these products most printing errors will require a service call. To obtain an RA for this type of product, you need to provide PrimeSource, LLC Customer Care with a letter from the Manufacturer, or Authorized Service Technician describing the defect(s) identified during the service call. A copy of the letter MUST accompany the returned product.

Other Exceptions — PrimeSource, LLC does not accept Defective returns on certain select products, depending on manufacturer and market conditions. These items are noted in our system, so when placing an order by phone you will be informed if any items you purchase fall into this category. This information will also appear as a comment on your invoice.

Truck Shipments
Please note that the Consignee is fully responsible for the number of pieces signed for at the time of delivery. Skids must be broken down and cartons counted immediately before signing the driver’s Delivery Receipt. PrimeSource, LLC will deny a short ship claim unless the Delivery Receipt is noted “short” or “damaged” and the number pieces received is specified on the Delivery Receipt. Customer Care should be promptly contacted upon discovery of the shipping problem.

Returns to Manufacturer ONLY
PrimeSource, LLC reserves the right to require the purchaser to return the defective goods directly to the manufacturer for replacement.  In accordance with Manufacturer Policy, PrimeSource, LLC will not accept items made by these vendors for return and will not issue credit. However, we will do our utmost to assist you in getting proper resolution from these manufacturers.
 

G. Damaged Goods

Interior Damage Only

If the exterior package/carton is intact and only the interior product is damaged, contact our Customer Care Department for an RA number.

Exterior Carton Damage by Carrier

If the exterior package/carton is damaged, causing damage to the contents, you MUST keep the original package/carton and then contact Customer Care for a claim to be filed. If the original damaged package/carton is not available, there will be NO chance for a credit to be issued to you. See specific Carrier Policies below.

FedEx — Damaged in Transit, Non-Delivery, or Denial of Signature Claims

Claims for FedEx shipments damaged in transit, non-delivery, or denial of signature must be made within 15 days of original invoice.

UPS Damaged in Transit Claims

Claims for UPS shipments damaged in transit must be made within 30 days of date of original invoice AND, original shipping carton must be retained.

LTL Damaged in Transit Claims

Claims for LTL shipments damaged in transit must be accompanied by delivery receipt with damages described on receipt and signed by recipient at time of delivery.

H. Pricing

Prices are subject to change without notice.  Volume Discount pricing may be available.  Full Carton Discount pricing may be available. 

Inquiries about credit requirements and shipping options should be addressed to our Customer Care Department.  See contact information below:  

PrimeSource, LLC

5015 N Capitol Avenue

Bloomington IN  47404

customercare@primesourcellc.com

Local 812.876.1143 or Toll-free 888.215.3102