Customer Satisfaction

Icing Images wants you to be completely satisfied with your products. All products are inspected by Icing Images before they are shipped to you. If you are unsure of what type of system or supplies you need, please contact Icing Images at 1-888-442-4648 or 1-540-869-5511 first and we will gladly take the time to explain the different systems to you. You may also e-mail us with your questions at sales@icingimages.com.

It is important that you understand what products you are ordering so that you are not put in the position of having to return products that were ordered by mistake. Opened supplies or used printers cannot be returned or refunded since they are considered to be edible products by the FDA. Defective products will be returned only if you first contact Icing Images at 1-888-442-4648 or 1-540-869-5511 to explain the problem and request an RMA number. See the section Imaging Systems and Supplies below for more details.

Icing Images cannot refund shipping charges of any kind. The only exception is if Icing Images makes a mistake with your order, in which case the correct items will be returned and shipped at our cost.

Icing Images is not responsible for postal delays, so plan accordingly and order early.

Ordering an Edible Picture

Order Early

Custom edible pictures that you receive late are not the responsibility of Icing Images. Your product will be shipped within four business days after we receive it (or one business day for Rush delivery). Holidays or weather may delay mail delivery, so plan ahead and send your photo early.

Poor Quality Pictures

Icing Images will take great care in printing your image. If we have difficulty printing a nice looking image due to being provided with a photo of poor quality, or a digital printout, or a photo or digital image too small to enlarge clearly, we will notify you of the problem so you can decide if you want to accept an image that you are aware may be less than good quality.

If upon receiving your image you are not satisfied, please return the image, still on the backing, and you will be refunded the cost of the image. Shipping costs are not refundable. Please notify Icing Images at 1-888-442-4648 or 1-540-869-5511 within 7 days of receiving your image that you plan to return it with specific reasons concerning your dissatisfaction.

Imaging Systems and Supplies

Returning Defective Products

Upon receiving your equipment or supplies, if you think a product is defective, you must contact Icing Images at 1-888-442-4648 or 1-540-869-5511 before you return the product. Icing Images can offer troubleshooting tips that may solve the problem.

If it is determined that a new product is defective, Icing Images will issue you a Return Merchandise Authorization (RMA) number that you must write on your invoice (or a copy of the invoice if you wish to retain the original invoice). Be sure to place your invoice back inside the box before returning the product. This RMA number informs Icing Images that your return has been pre-approved.

Scanners can only be exchanged within 30 days if they are found to be defective. After 30 days, please consult the warranty information that comes with your scanner.

If you return a system or supplies without first calling Icing Images to receive an RMA number, Icing Images will not accept the package and it will be returned to you. Please call us if you have any questions regarding returns at 1-888-442-4648 or 1-540-869-5511, or e-mail sales@icingimages.com.

Returning Unneeded Products

Icing Images cannot accept returns on printers, printer cartridges, icing sheets, or refill bottles that have been opened or used, and found to be without defect, due to the fact that they are considered by the FDA to be edible products. If you open the printer box, which will include the supplies, do not pull out the printer or open any of the included supplies if you plan to return the system.

You may return any unopened products within 10 days of receiving them, however there will be a 15% restocking fee of the cost of the returned products. If you want to exchange a product for another of equal or higher value, there will not be a restocking fee, but you will be responsible for return shipping costs. Exchanges for a lower priced product will incur a 10% restocking fee of the returned product. After 10 days, Icing Images will only accept returns for defective products (see terms for returning defective products above).

Warranty Coverage

During the first year after purchasing an Imaging System (for Continental U.S. orders only), if there is a warranty related problem, please contact Icing Images at 1-888-442-4648 or 1-540-869-5511 first, as most problems can be remedied by phone consultation. Do NOT call Canon for troubleshooting related problems, as Icing Images will consult with Canon if warranty service may be required. You will be notified of the location of the nearest service center, or if the printer is found to be defective upon receiving it, another one will be shipped to you at no charge. (See the section Returning Defective Products above for details.) After the warranty period for your printer or scanner has expired, you are responsible for any repairs. Please contact Icing Images first to see if the problem can be resolved over the phone.

Icing Images only warranties (including servicing and replacement during the warranty period) printers that are sold in the Continental United States. Printers sold to customers outside of the Continental U.S. cannot be serviced or replaced after normal use. Icing Images will gladly assist in troubleshooting by telephone or e-mail. If the printer is damaged during shipping, Icing Images will make a claim with the shipping company, and a new printer will be sent out. All printers are tested before shipping.

Equipment or Supplies Purchased From Other Vendors

Canon Printers

Canon does not warranty their printers for edible printing. If you purchase a printer from a vendor other than Icing Images to create edible pictures with Icing Images supplies (inks and icing sheets), you must purchase a 1-year warranty from Icing Images to receive support for your printer. This will then entitle you to receive warranty service on your printer, depending on the problem. Icing Images will not support printers that were not purchased from us without this warranty. Do not send your printer to Icing Images. If it is found to be defective, contact the place of purchase. Please contact Icing Images at 1-888-442-4648 or 1-540-869-5511 if you have questions or would like to purchase a warranty for your printer.

Important: If you purchase a printer from another vendor for edible printing, it is very important that you NEVER use standard inks with that printer, otherwise you can contaminate the edible products.

Inks and Icing Sheets

Even if you have purchased an imaging system from Icing Images, we cannot offer support for edible inks and icing sheets that were purchased from other vendors to use with our systems. This is due to their variation in formulas and application characteristics. Icing Images always ensures that all of its supplies are priced according to the market.

Software

Software will be exchanged if found defective. Software is not refundable.