Returns, Exchanges and Cancellation Policy

Non-Returnable Items

All custom and special-order products are non-returnable and non-refundable.

Returns

Approved returned goods are subject to a 20% restocking fee.
Shipping charges are non-refundable.

No return authorization or credit will be issued for:

  • Requests made more than 30 days after the date of receipt
  • Products that are not returned in resalable condition

Exchanges (Stock and Economy Products Only)

We accept exchanges within 30 days of receipt for stock and Economy products only.

  • Customer is responsible for shipping costs both ways
  • A 20% restocking fee applies to exchanged items

Returns & Exchanges Policy

Returned products will not be accepted without prior authorization from an ADA Sign Factory Customer Service Representative. To request a return authorization, please contact our Customer Service Department by email at Customs@adasignfactory.com and include:

  • An itemized list of products
  • The original invoice number
  • The reason for the return

This return and exchange policy applies only to stock and economy signs with standard substrate colors, including: Black, Brown, Blue, Taupe, and Gray.

Cancellation Policy

Orders may be cancelled prior to entering the proofing stage without penalty.

Once an order has entered the proofing/design stage, a cancellation fee will apply.

All cancellation requests must be submitted in writing via email and include:

  • Customer name
  • Order number
  • Reason for cancellation

If applicable, any remaining balance after the cancellation fee will be refunded in accordance with our refund processing timeline.

Refund Policy Q&A

1. Do you accept returns?
Yes, we accept returns for defective products only.

2. Do you accept exchanges?
Yes, we accept exchanges within 30 days of receipt. The customer pays shipping each way. There is a 20% restocking fee.

3. What is an acceptable product condition for returns?
Only new products, unopened in the original packaging, and that have never been used.

4. Return methods?
By U.S. Mail, FedEx or UPS.

5. Return label?
Creating a return label is the customer’s responsibility.

6. Refund processing time?
Once product is received, credits are made within 5 business days.