Policies

Catch and Release Small ImageCatch & Release 

Catch & Release is a free shipping program for eligible supplies.  Most consumable supplies are covered under this program including all non-commodity Dorado Media, Canon Ink, and more.  Items included in the program will be clearly marked in the comparable attributes, product description, and will also be marked with the Catch & Release fishhook symbol shown above. When $200 or more of Catch & Release products are in the cart at checkout, those products ship free to US48+DC.  This discount is applied automatically. Other products are charged shipping as normal.  Free shipping is ground shipping. Cost for expidited shipping or for shipping outside the US48+DC area may be higher.  Contact us for shipping quotes for these situations.

Return Policies

Our goal at Dorado Graphix is to do our best to ensure that every customer gets the value they expect from the products they purchase from us. However, there may be an occasion when the product is not as expected. Whether the cause is human error, a product defect or damages incurred while shipping, we aim to correct any shortcomings in the most fair and expedient means possible. The following is our general policy for returns. We also know that there may be times when circumstances exceed printed policies. If this is the case, we encourage customers to contact us so that we may take those circumstances into consideration to best resolve the issue.

Consumables & Supply Returns:

Consumables and supplies are those items that are used by equipment or operators to manufacture a finished product. This includes, but is not limited to, inks, media, accessories, wearable parts, and other components defined as expendable by the manufacturer.

  1. Any consumable or supply may be returned in the unopened packaging for a full refund, less shipping and a 10% restocking fee, up to 30 days from the date of purchase. The customer must contact Dorado Graphix LLC (sales@doradographix.com or (904)751-4500) for an RA (return authorization) number. Once the product is received bt Dorado Graphix LLC the refund will be issued.

  2. Any consumable or supply shipped in error must be reported to Dorado Graphix LLC within 10 days from the date of purchase (sales@doradographix.com or (904)751-4500). Once the error is verified, Dorado Graphix LLC will take the appropriate action to rectify the problem. All merchandise shipped in error must be returned in its original unopened packaging. The customer will not incur any additional shipping charges for replacement or the returned product.

  3. Products that are damaged in shipping may be replaced at no charge to the customer providing proper documentation is included with the claim. This would include annotations to the signed delivery receipt, pictures of the damaged product or other documentation that would help substantiate the claim. Damages must be reported to Dorado Graphix LLC (sales@doradographix.com or (904)751-4500) within the first 3 days of receipt of the product to qualify for refund or replacement. Dorado Graphix LLC will issue an RA (return authorization) number at that time and take the proper actions.

  4. Any defect discovered within the manufacturer’s warranty period must be reported to Dorado Graphix LLC (sales@doradographix.com or (904)751-4500) and / or to the original manufacturer if the manufacturer’s warranty so directs. An RA (return authorization) will be issued either by Dorado Graphix LLC or the original manufacturer once the warranty qualification has been established and will be in accordance with the claim procedures dictated by the original manufacturer’s warranty. Replacement or refund will be issued once the warranty claim has been approved by the original manufacturer.


Parts Returns:

Parts are defined as components that are needed to allow equipment to function correctly and are not considered a consumable of the equipment by the original manufacturer. These components are usually installed by factory trained technicians. Installation by non-factory trained technicians may void any warranties provided by the original manufacturer and thus void any refund, replacement obligation or damage claim. (see paragraph 3 below)

  1. Parts ordered incorrectly by the customer may or may not be qualified for return depending on the return policies of the original manufacturer and stocking status of Dorado Graphix LLC. The customer must contact Dorado Graphix LLC (sales@doradographix.com or (904)751-4500) for an RA (return authorization) number. All parts authorized for return are susceptible to a 10% restocking charge by Dorado Graphix LLC and /or additional restocking fees by the original equipment manufacturer. The customer is responsible for the original shipping and return shipping charges.

  2.  Any part shipped in in error must be reported to Dorado Graphix LLC within 3 days from the date of delivery (sales@doradographix.com or (904)751-4500). Once the error is verified, Dorado Graphix LLC will take the appropriate action to rectify the problem. All merchandise shipped in error must be returned in its original unopened packaging. The customer will not incur any additional shipping charges for replacement or the returned product.

  3. Parts that are damaged in shipping may be replaced at no charge to the customer providing proper documentation is included with the claim. This would include annotations to the signed delivery receipt, pictures of the damaged product or other documentation that would help substantiate the claim. Damages must be reported to Dorado Graphix LLC (sales@doradographix.com or (904)751-4500) within the first 3 days of receipt of the product to qualify for refund or replacement. Dorado Graphix LLC or the original manufacturer will issue an RA (return authorization) number at that time and take the proper actions.

  4. All parts warranties and return policies are dictated by the original manufacturer. Dorado Graphix LLC will not be held liable for any damages or expenses incurred by the installation of any part whether the part is deemed defective, mis-installed or installed by an unauthorized person. All parts claims will be directed to the original manufacturer. Any grievances or resolutions concerning parts will be solved directly between the original manufacturer and the customer with no intervention by Dorado Graphix LLC.


Equipment Returns:

Equipment is defined as a complete mechanism designed to produce, enhance or augment a product. All equipment return policies are dictated either by the original manufacturer or Dorado Graphix LLC. All equipment orders over $500 must be verified by Dorado Graphix by phone before the order will be processed. This is to ensure that the customer is getting the correct equipment for their application and to inform them of the warranty and return policies that apply to that product prior to shipment.

  1. Equipment ordered incorrectly by the customer may or may not be qualified for return depending on the return policies of the original manufacturer and stocking status of Dorado Graphix LLC. The customer must contact Dorado Graphix LLC (sales@doradographix.com or (904)751-4500) for an RA (return authorization) number. All equipment authorized for return are susceptible to a 15% restocking charge by Dorado Graphix LLC and /or additional restocking fees by the original equipment manufacturer. The customer is responsible for the original shipping and return shipping charges.

  2.  Any equipment shipped in error must be reported to Dorado Graphix LLC within 3 days from the date of delivery (sales@doradographix.com or (904)751-4500). Once the error is verified, Dorado Graphix LLC will take the appropriate action to rectify the problem. All equipment shipped in error must be returned in its original unopened packaging. The customer will not incur any additional shipping charges for replacement or the returned product.

  3. Equipment that is damaged in shipping may be replaced at no charge to the customer providing proper documentation is included with the claim. This would include annotations to the signed delivery receipt, pictures of the damaged product or other documentation that would help substantiate the claim. Damages must be reported to Dorado Graphix LLC (sales@doradographix.com or (904)751-4500) within the first 24 hours of receipt of the equipment to qualify for refund or replacement. Dorado Graphix LLC or the original manufacturer will issue an RA (return authorization) number at that time and take the proper actions. 

  4. All equipment warranties and return policies are dictated by the original manufacturer. Dorado Graphix LLC will not be held liable for any damages or expenses incurred by the installation or operation of any equipment whether the equipment is deemed defective, mis-installed, installed by an unauthorized person or injury incurred during operation. Dorado Graphix LLC will make every effort to correct any issue that may arise within reasonable parameters. When such corrections are beyond the scope of Dorado Graphix LLC resources, resolution will be directed to the original equipment manufacturer.

 

Software returns:

 Software is defined as any product that is sold in digital form. This includes stand-alone programs, plug-ins to existing programs, firmware, digital files and version upgrades to existing programs. All software return policies are dictated by the original manufacturer. Many software products are not returnable due to their licensing procedures and product policies. For this reason, it is imperative for the customer to be sure that he understands the product and its application before he makes the final purchase.

    1. All software may be returned in the unopened packaging for a full refund, less shipping and a 10% restocking fee, up to 10 days from the date of purchase. Software that has been opened is not returnable. The customer must contact Dorado Graphix LLC (sales@doradographix.com or (904)751-4500) for an RA (return authorization) number. Once the product is returned the refund will be issued.

    2. Any software shipped in in error must be reported to Dorado Graphix LLC within 3 days from the date of purchase (sales@doradographix.com or (904)751-4500). Once the error is verified, Dorado Graphix LLC will take the appropriate action to rectify the problem. All merchandise shipped in error must be returned in its original unopened packaging. Opened software is not returnable. The customer will not incur any additional shipping charges for replacement or the returned product.

    3. Products that are damaged in shipping may be replaced at no charge to the customer providing proper documentation is included with the claim. This would include annotations to the signed delivery receipt, pictures of the damaged product or other documentation that would help substantiate the claim. Damages must be reported to Dorado Graphix LLC (sales@doradographix.com or (904)751-4500) within the first 3 days of receipt of the product to qualify for refund or replacement. Dorado Graphix LLC will issue an RA (return authorization) number at that time and take the proper actions.

    4. Any defect discovered within the manufacturer’s warranty period must be reported to Dorado Graphix LLC (sales@doradographix.com or (904)751-4500) and / or to the original manufacturer if the manufacturer’s warranty so directs. An RA (return authorization) will be issued either by Dorado Graphix LLC or the original manufacturer once the warranty qualification has been established. This will be in accordance to the claim procedures dictated by the original manufacturer’s warranty. Replacement or refund will be issued once the warranty claim has been approved by the original manufacturer.

Privacy and Cookie Policies:


This privacy policy sets out how this website uses and protects any information that you give us while using this website. We are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. Dorado Graphix, LLC may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

What we collect

We collect your contact information when you make a purchase or create an account.

We may give you the option to store payment information on our secure server for faster checkout.

Google analytics or other data collection software that helps us keep track of web traffic may show us your IP address or other public information.

What we do with the information we gather

We will NEVER sell or share, distribute, lease or othewise share your contact information with third parties.  We may make use of second-party services such as email marketing for our own products and services.

We may use your information internally to understand your needs and provide you with a better service, and in particular for the following reasons:

      • Internal record keeping.

      • We may use the information to improve our product and service offerings.

      • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.

      • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which is placed on your computer's hard drive when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

The cookies used on our site are designed to speed up load times, help manage your shopping cart, allow you to log in to an account and see past orders and other information about your own history on the site, and for analytical purposes.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

If you have any questions about these policies and practices, please contact us.

Copyright © 2017 Dorado Graphix LLC.