FREQUENTLY ASKED QUESTIONS
GENERAL
ORDERING
MACHINE QUESTIONS
laminating QUESTIONS
GENERAL
How can I get a copy of an INVOICE?
You should have received an invoice (via email) the same day your order was shipped. However, if you simply call our customer service department @ 800-925-0054 at any time during operating hours, we will gladly send it to you again!
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Will you MATCH a competitor’s price?
Not only will we match a competitor’s price, but we’ll also give you an additional 20% of the difference! Click HERE for all of the details!
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Do you have a 100% Satisfaction Guarantee?
Definitely! We guarantee your satisfaction or your money back! If you are not completely satisfied with your purchase, please return the product in its original packaging within 30 days of the purchase date for a full refund, less shipping costs. For more information on returns/exchanges, click HERE.
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What is your RETURN policy?
All products may be returned for a full refund or exchange (less shipping) if returned within 30 days of the original purchase date and in like-new and re-sellable condition. An RMA (return merchandise authorization) number is required for all returns/exchanges. Please contact our customer service department to obtain your RMA # prior to returning any products. A re-stocking fee of 20% or $25 (whichever is greater) may apply to return requests made 30-45 days after the original purchase date. All custom-ordered products, closeout/overstock products & products purchased over 45 days ago are non-returnable.
To return a product for credit, exchange or repair, please follow these 4 easy steps:
1. Call our customer service @ 800-925-0054 to obtain your RMA # (required).
2. Make sure your return shipment is complete (including all paperwork, accessories, manuals, etc.) and your products are packed carefully. If the products you are returning were shipped inside a heavy duty cardboard box, they should be returned in the same manner-including all inner packaging to protect the product from damage.
3. Clearly indicate the RMA # on the shipping label (on the outside of the shipping carton). This will identify your return and expedite the processing of your credit or exchange. Please do not write on the product boxes as we will be re-selling them.
4. Return the shipment by the carrier of your choice to:
Lamination Depot Inc. / Returns Dept.
Attention: RMA #______
1505 E. McFadden Avenue
Santa Ana, California 92705
We recommend using a shipping carrier such as UPS or FedEx which can provide detailed tracking information, as well as insurance (should the goods be lost or damaged in transit). We cannot accept responsibility for lost or damaged packages that were not packed & shipped by Lamination Depot.
After inspecting the returned product to insure it is in like-new and re-sellable condition, we will promptly make an exchange or credit your account, per your instructions within 1-2 business days. Repairs are usually completed within 3-5 business days. Once the RMA has been processed, you will receive an email confirmation detailing the transaction, including any charges or credits applied.
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How do I request a CATALOG?
You can find our complete product offerings listed right here on our web site! You’re saving money because we’re not spending money on printing one!
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Can you send me any SAMPLES?
We are always happy to provide you with a sample of a product…as long as we have one available to send you. Feel free to call our customer service department with your request or email it to info@laminationdepot.com.
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Do you provide a laminating SERVICE?
No, we do not laminate as a service. However, below we’ve listed a few local service providers that we can recommend to you. When calling each company, be sure to say that you were referred by Lamination Depot to obtain the best pricing!
Boss Laminating
1381 N. Hundley St., Anaheim, CA 92806
Phone: 714-630-2762, Fax: 714-630-2750
Custom Laminating
1510 E. Edinger Ave. Ste. C, Santa Ana, CA 92705
Phone: 714-973-1114
David Henry Enterprises
P.O. Box 429, Fullerton, CA 92836
Phone: 714-420-9301
*Custom Business Card Advertisement Key chains
So Cal Laminating
1435 W. Collins Ave., Orange, CA 92867
Phone: 714-639-0504
Star Laminators
2665 W. Woodland Drive., Anaheim, CA 92801
Phone: 714-828-7890, Fax: 714-828-7891
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ORDERING
When will I RECEIVE my order?
All in-stock items ordered before 6:00 p.m. EST M-F, excluding holidays, will be shipped the same business day. Orders are shipped via UPS Ground unless an expedited option was selected. Click here to estimate the shipping time in-transit to your destination (this table provides approximate time-in-transit information for UPS ground service). Please note: "transit days" is the number of business days it will take your product to arrive at its destination, not counting the day the order ships. Once your order ships, you will receive an e-mail with a UPS tracking number so you will know exactly when your package will arrive!
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How do I estimate my SHIPPING cost?
After you have filled your basket and are ready to check out, go to "View Basket" and click on "click here to estimate shipping cost". Upon entering your zip code, you will be able to view your options. Please note: For an accurate shipping estimate, you must have all items in your basket.
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Can you EXPEDITE my shipment?
Certainly! The methods of expedited shipping that we offer are: Next-Day Air, 2-Day Air, 3-Day Air, & Next-Day (Saturday delivery) ~ all via UPS.
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Do you ship OUTSIDE of the contiguous US?
In addition to the 48 contiguous states, we also ship to Canada & Puerto Rico. Sorry, we do not ship internationally.
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Will I be charged any sales TAX? What if I’m tax EXEMPT?
We only charge sales tax on orders shipping to California. If you are in California and you are tax exempt, simply print & complete the form HERE & fax it back to us @ 800-616-5543. Once received, we will remove the California state sales tax from your order.
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What PAYMENT methods do you accept?
We accept Master Card, VISA, American Express & Discover credit cards. Public Schools and Government agencies will automatically be granted credit upon submitting a valid Purchase Order. For net 30 terms, businesses may obtain an application for credit by clicking HERE.
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Do you accept PURCHASE ORDERS?
Yes! Public Schools and Government agencies will automatically be granted credit terms upon submitting a valid Purchase Order. For a copy of our W-9 form, click HERE.
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How can I open an ACCOUNT with your company?
For net 30 terms, businesses may obtain an application for credit by clicking HERE.
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MACHINE QUESTIONS
How can I get a copy of an operation MANUAL?
You can call our customer service department at any time during regular business hours @ 800-925-0054 and we will promptly fax or email it right over to you!
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Do you provide on-site service for the machines that you sell?
No, however we do recommend a company called On-Site. Click on the following link for their contact information, machines they service and their service area. http://www.onsitellc.com
What if my machine needs REPAIR?
Should your machine require repairs, please contact our Customer Service Department. Be sure to have the model number and serial number ready when you call. Most roll laminators and select other equipment may be repaired at your location and do not require you to return them to us or the manufacturer. All other machines must be returned at the customer's expense via insured, pre-paid freight to the address given by our Customer Service Department. A return merchandise authorization (RMA) must be obtained prior to returning any product. See the instructions above for obtaining an RMA. If your machine’s repair is covered under warranty, it will be repaired promptly and returned to you via prepaid UPS. Out-of-warranty machines will require a non-refundable inspection fee of $50 to be paid upon returning the machine for repairs. After inspecting your machine, we will prepare an estimate of the repairs necessary and obtain your authorization prior to the repairs being done. If the repairs are authorized, your inspection fee will be credited toward the repair costs. Please allow 3-5 business days for repairs plus the time in transit to and from the destination.
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Should I SAVE the BOX my machine came in?
Yes! Should your machine need repair or you decide to send it back for whatever reason, having the carton it was originally packaged in not only makes it all the more convenient for you, it'll also aid in the prevention of any damage that may occur during transit.
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How do I make a damage claim?
Please inspect all packages for visible damage before you sign the delivery receipt! A freight bill must be signed noting damage or shortage and you must notify Lamination Depot within 48 hours of receiving the damaged product. We may request that the product be picked up and inspected to determine the cause of the damage. Keep all boxes and packing material, as the product may need to be re-packaged to return to UPS or Lamination Depot for inspection. Credit cannot be issued if the above conditions are not followed.
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laminating QUESTIONS
What is the recommended run temperature for the thermal laminating pouches?
This information is supplied as a general guideline. Quite often this will vary depending upon the type of material you are laminating, the accuracy of your machine's thermostat and may other factors. As a general rule, start with a "medium" temperature. If the pouch is still "cloudy" after running it through your machine, increase the temperature slightly, wait for the machine temperature to raise, and then repeat this process until the pouch is "clear". If the temperature is too hot, the pouch will warp, have ripples or have heat bubbles.
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Do all of your pouches have round corners?
Yes, all of our laminating pouches have rounded corners on all four sides.
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Is the mil thickness listed for laminating pouches "per side" or the "total" thickness?
The mil thickness listed is "per side" (a 10 mil pouch is actually 20 mils total).
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Do I need to use a carrier?
Carriers are not generally required on laminators which have silicone coated rollers. With silicone rollers, any excess adhesive that is transferred from the laminating pouch to the rollers will not stick and will fall off of the rollers. Although they are not required with silicone roller machines, some people still prefer to use carriers to keep the rollers as clean as possible.
For pouch laminators with standard non-silicone rollers, a carrier must be used at all times. If a carrier is not used, the adhesive that "oozes" from the edge of the laminating pouch will stick to the rollers and will cause uneven and poor quality laminating. Should your rollers need cleaning, we can supply you with a special Roller Cleaning Kit that contains a special cleaner and abrasive pads that will not damage or harden your rollers.
Read all about carriers! Check out our blog!
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What does the "mil" number represent?
1 Mil represents one one-thousandth of an inch (ex. 1 mil=0.001"). The larger the number, the thicker the laminate. 3 Mil is the thinnest and can be folded easily. 5 Mil is more rigid, yet it can still be folded. 7 Mil is very rigid, but pliable and 10 mil is the thickest and resists bending. Generally speaking, the thicker the laminate, the longer it will last.
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Do any of your pouches have a pre-punched slot?
Yes, both the luggage tag and military pouches are available with and without a pre-punched rectangular slot. The luggage tag has the slot on the short side; the military pouch has the slot on the long side. Should you need a slot punch on any of our other pouches, we sell an economical slot punch to enable you to punch any pouch to your specifications.
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What is "matte"?
Matte is a type of film that reflects very little light. It is often used when a non-glare finish or "writeable" finish is desired. You can write on matte film with a pen, pencil or marker. Due to its non-glare finish, laminating with matte film will "mute" or "dull" bright colors making them less vivid.
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What does core size mean?
This is a term used for roll film that represents the inside diameter of the cardboard core running through the center of the roll of laminating film. This core size must match the size of the film shaft on your roll laminator.
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Is a "clear" pouch "glossy"?
Yes, the terms "clear" and "glossy" are interchangeable and mean the same when referring to laminating films or pouches.
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In laminating machines, what does "max clearance" or "throat" refer to?
The "throat" is the width of the opening to the laminator. This determines the maximum width of laminating film or pouch that will fit through the machine. "Max clearance" refers to the gap or vertical clearance between the top and bottom rollers of a laminator. This is important when determining if the machine is capable of laminating thick stock or can be used to mount prints to foam-core or other rigid backers.
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Do the pouch dimensions indicate the size of the pouch or the size of my insert document?
The dimensions listed are the actual sizes of the lamination pouch plastic. We recommend that your insert document be at least 1/4" smaller in both directions. This enables you to have a minimum of 1/8" sealed edge on all 4 sides (1/8" + 1/8" = 1/4").
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Can I use a dry-erase marker with lamination?
Dry erase markers can successfully be used with clear or glossy lamination film in either roll or pouch form; however, we cannot guarantee the results. Since there are numerous variables that will determine how well the marker erases, we recommend that you test the exact laminated product with a sample dry erase marker to determine if the results are acceptable to you. Our testing has shown that some brands of markers work better than others, and also some colors (usually the lighter ones) tend to erase better over time than others. Please note: black and red colors tend to leave a stain over time that is difficult to erase.
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Can laminating film be recycled?
According to the Institute of Scrap Recycling Industries, Inc.’s latest publication, “Scrap Specifications Circular” dated 11/19/07, plastic films are considered "Green" products as the films and their resins can be 100% recycled and re-used.
In addition, it should be noted that by laminating paper products, the average life of a paper product is extended by 7 to 10 times. By extending the life of the printed product, the need for additional paper for reprinting documents is greatly reduced thereby creating a greener environment.
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Do your products comply with the new 2009 federal product safety legislation?
This new legislation pertains to products that are “primarily designed for Children 12 and under” such as toys, cribs, strollers, etc. to protect them from unsafe levels of lead and Phthalates. We do not sell any plastic products that are primarily designed for children so this new legislation does not apply to any of our products. Although this legislation does not apply to our class of products, we can assure you that none of our products contain lead. In addition, phthalates are only found in PVC plastics. None of our laminating pouch or roll products are made from PVC plastic and therefore do not contain any phthalates.
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