Warranties, Returns & Terms
Users of Orbus.com agree that access and use are subject to the following limited warranty, terms, conditions, and other applicable law(s).
Orbus Visual Communications® guarantees their product under a series of warranties for manufacturing defects covering The Exhibitors’ Handbook®/The Promo Handbook™ and SignPro Systems®. Under the warranty policies, product believed to be a manufacturing defect will be repaired and/or replaced upon inspection of the issue. The customer is responsible for shipping the product to Orbus for inspection. At the discretion of Orbus, if the issue is deemed a manufacturing defect, the product will be repaired and/or replaced and returned to the customer at no cost standard ground shipping during the first year of the warranty period. For products with a warranty period over 1 year, the customer is responsible for the inbound shipping costs as well as the outbound shipping costs after the first year. Free replacement products cannot be sent until an assessment of the supposed defective product is made. At the discretion of Orbus, if the received product is deemed not to be a manufacturing defect, the customer will be notified and the product may be repaired and/or replaced at the customer's cost. Shipping charges will be the customer's responsibility for any items needing expedited shipping. Issues that are not covered under the warranties include but are not limited to:
- Standard wear and tear usage
- Mistreatment of product
- Unauthorized alteration
- Natural disasters
- Failure to follow product instruction sheets and labeling
- Incorrect use
- Damages occurred while in transit
All Orbus graphics produced for an indoor application hold a graphic warranty of one year. Custom displays and custom printed graphics are considered final and cannot be returned. All Orbus graphics produced for an outdoor application hold a graphic limited warranty of six months.
Denotes a Graphic Limited Warranty of 6 months (outdoor & indoor table throw products)
Denotes a Graphic Limited Warranty of 1 year (indoor products)
Denotes a Hardware Limited Warranty of 90 days which does not include packaging
Denotes a Hardware Limited Warranty of 1 year which does not include packaging
Denotes a Hardware Limited Warranty of 5 years which does not include packaging
Denotes a Hardware Limited Lifetime Warranty which does not include packaging
Indicates also available for rent and to reference rental chapter
Each Exhibitors’ Handbook/Promo Handbook product holds its own unique warranty period. Refer to the Warranty icons located near each product for the product’s Warranty Period.
Terms and Conditions
Upon the acceptance of delivery, you agree that the package(s) have arrived without any visible shipping damage. If shipping damage is noted, sign for the delivery as damaged and contact Orbus Visual Communications immediately. Failure to sign for the package(s) as damaged, refusal of the package, or neglecting to note after 3 business days any damage that may have occurred during the shipping process will be treated as a warranty claim and are subject to the terms and conditions of our warranty. The option to issue a return label/call tag is at the discretion of Orbus for any warranty or claim situation and any product outside of 72 hours will not have the option for a return label/call tag.
Any errors occurred during the shipping/freight process that shipped under the Orbus prepaid freight service will be guaranteed and covered should the shipper lose, damage or delay a product outside their guaranteed delivery time. Orbus will process the claim information and replace the affected product. For orders shipped using a customer's shipper number or a third party shipper number, the customer will be responsible for replacing the affected product at cost and following through with the claim through the shipping/freight company. Orbus will begin the claim process and provide the customer with the claim information. Any further claim correspondence will be between the customer and the shipping/freight company.
Orbus reserves the right to request documentation in the forms of photos, copies of packing slips and the like to ensure the issue is resolved promptly. “Standard questions” may also be asked in order to provide accurate and timely customer service. Failure to provide the necessary information requested by an Orbus Representative may delay the claim process. An RMA/Case number may be issued depending on the warranty/claim. This number must be used in regards to all correspondence with the issue and adhered to any packaging sent to Orbus for assessment. Failure to adhere RMA/Case information to a package will delay the claim/ warranty process.
Should you need to return a product due to order cancellation or any reason other than a warranty matter, Orbus reserves the right to carry out a full inspection of the product before accepting the return. All returns of this nature must be noted to an Orbus Visual Communications Representative 72 hours after receipt of the product and are susceptible to a 25% restocking fee/charge. Orbus will not accept the return of a used or custom made product or graphic. Product should be returned in the manner in which it was received.
Order cancellations must be confirmed and approved by an Orbus Representative. The cancellation of a production order for which Orbus has produced or ordered raw materials may result in Orbus fully charging for materials and labor, or imposing a minimum cancellation fee of up to 50% of the purchase/sale price. Orbus reserves the right to change prices or product designs as well as discontinue a product at any time without further notice. If a product is noted as defective that is a discontinued product; an exchange to an equivalent product will be offered or an upgrade to a premium product (at the discretion of Orbus) will be available with the customer responsible for the difference in cost.
Orbus Visual Communications guarantees the quality and functionality of its products when used in the correct manner as illustrated on each product’s instruction sheet.
Failure to comply with Warranty Terms and Conditions may result in additional charges and fees, determined at the discretion of Orbus Visual Communications. In cases of warranty disputes, Orbus Visual Communications reserves the right of the final judgment and/or decision on the nature and cause of damage and the fair and applicable warranty response and/or solution.
Graphic Approval: Graphics must be approved in the shopping cart, or in writing via email when you receive an emailed proof. Please only approve of the artwork when you have double-checked the proof and are ready to commit to printing. The approval is final and not reversible. Approving your proof confirms you are aware of the quality of the file(s) provided. Lead times vary based on the product line AND quantity ordered. When proofs are approved in the shopping cart, your order will be processed faster than if you receive an emailed proof and request artwork assistance/expert review. Custom printed graphics are considered final and cannot be returned.
Pricing: All prices are subject to change without notice.
Lead Times: Extenuating circumstances may require lead times to be adjusted. See our lead time guidelines for more information.
Payment: Customers may qualify for 30 day terms. Contact your salesperson to complete a credit application. We accept Visa, Mastercard, Discover, and American Express.
Shipping: Orbus offers pre-paid shipping options designed to save you from paying higher shipping rates. FedEx and UPS services are offered, as are Freight services. Customers also have the option to use their own UPS and FedEx accounts and can arrange for their own Freight pickup. Will Call/ Instore Pickup is offered from our corporate headquarters outside of Chicago and from our Las Vegas production.
Limitation of Liability: Orbus Visual Communications® shall not be liable for any special or consequential damages that result from the use of, or the inability to use, the content/materials on the Orbus.com website or the performance thereof, even if www.orbus.com has been advised of the possibility of such damages. Applicable law may not allow the limitation of exclusion of liability or incidental or consequential damages, so the above limitation or exclusion may not apply to you. When placing an order, the customer agrees to the terms of limited liability, warranty, graphic, return and refund policies.
Copyrights © ® TM SM: You the "customer" and provider of the artwork, warrants that the subject matter to be produced is not copyrighted or © ® TM or SM by a third party without prior authorization to reproduce it from its owners. The customer also recognizes that because subject matter does not have to bear a copyright or © ® TM or SM notice in order to be protected by copyright law, absence of such notice does not necessarily assure a right to reproduce. The customer further warrants that no copyright notice has been removed from any material used in preparing the subject matter for reproduction. To support these warranties, the customer agrees to indemnify and hold us, the service provider, harmless for all liability, damages, and attorney fees that may be incurred in any legal action connected with copyright or © ® TM or SM infringement involving the work produced or provided with or without the © ® TM or SM symbols present.
Trademarks: All trademarks, service marks and trade names of Orbus Visual Communications® used on the website are trademarks and registered trademarks of Orbus.
Indemnification: You agree to indemnify, defend, and hold harmless Orbus Visual Communications®, its officers, directors, employees, agents, licensors and suppliers (collectively the "Service Providers") from and against all losses, expenses, damages and costs, including reasonable attorneys' fees, resulting from any violation of these terms and conditions or any activity related to your account (including negligent or wrongful conduct) by you or any other person accessing the site using your Internet account.