Customer Service

Privacy & Security

View our Privacy Policy for details.


Orders can be placed through our website for stock/express products. Because we produce many custom products, not all of our items are available on the web site for express purchasing. Please contact us at the phone number below if you are interested in custom versions of our products.

Orders for stock or express items shipping by FedEx or UPS that are placed by 2:00 PM Eastern time will be shipped the same day.

Please issue purchase orders to: NovaVision, LLC

Available Payment Methods

Payment by Credit Card is the only payment method for online purchases. However, we also accept Wire Transfer and PayPal. Please contact us if you prefer one of these alternate payment methods.

We offer credit to repeat customers with approved credit references. Please issue purchase orders to: NovaVision, LLC

Available Shipping Methods

Not all of the following options are available when ordering via our online shopping cart.  Please contact us if you wish to use a service that is not available on our shopping cart checkout screens.

Shipping Options within the USA

  • FedEx*: Daily service from NovaVision
  • UPS*: Daily service from NovaVision
  • DHL: Not Available
  • United States Postal Service: NovaVision does NOT ship via USPS within the U.S.
  • Conway CCX*: LTL Daily service from NovaVision; CCX offers a large service area for 1 day service
  • YRC*: LTL daily service from NovaVision; YRC is currently our most economical long haul carrier.
  • Other LTL carriers: optional when shipping on the customer's account

International Shipping Options

  • FedEx*: Daily service from NovaVision
  • UPS*: Daily service from NovaVision
  • United States Postal Service: Only offered for U.S. military (APO/FPO/DPO) addresses; cost is added to the invoice.
  • DHL: Available upon request using the customer's account
  • TNT: Does not provide pick up service to our facility in Ohio.
  • Other Freight Forwarders -- provide service upon request when using the customer's account.

* With these carriers, you can provide your shipping account or we can ship on our account and add the shipping costs to the invoice.


Our official invoice prices are the PUBLISHED PRICES shown on the web page. If there are discrepancies between the PUBLISHED price and the SHOPPING CART price (those shown after clicking the BUY NOW button), the PUBLISHED PRICE prevails. 

Prices shown on the website exclude:

1. Shipping: 
You can provide your shipping account or we can ship on our account and add the shipping costs to the invoice. Shipping costs to USA destinations exclude sales tax. International shipping costs quoted or shown on our shopping cart exclude customs, duties, broker fees, sales tax, VAT, and other import fees.

2. Sales Tax to USA destinations: 
Currently we collect sales tax for all retail shipments to Arizona, California, Colorado, Connecticut, Georgia, Illinois, Indiana, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Washington and Wisconsin. Also, sales tax may apply for some products shipped via ‘drop ship’ from a supplier's USA warehouse. The states where we are required to collect sales tax are subject to change without notice.

For other US locations, the buyer is responsible for paying the local and state sales tax or use tax. If you are exempt from sales tax, you must provide information regarding your re-seller certificate or exemption status prior to placing your order.

3. Import Fees: VAT, Sales Tax, Broker Fees, Customs, Duties & Import Fees to International Destinations:
The buyer is solely responsible to pay any additional import charges based on the shipping destination. To assure the buyer understands the total cost of the purchase, we recommend the buyer confirm the specific destination charges prior to placing the order. The designated customs broker will present these charges to the buyer when the products are delivered. If NovaVision ships on our account using FedEx, DHL or another air express carrier, these import fees will be presented as a separate charge to the buyer when the product is delivered. If these fees are not paid by the buyer, NovaVision will add a 10% processing fee and invoice the buyer within 180 days of delivery.

Viewing Orders

When placing orders through our online web store, an order confirmation email is sent to the email address listed on your account, which will contain all of the information regarding your recent order. Also, previously placed orders can be viewed at your account dashboard when logged into the web store.

Updating Account Information

You can update account information by logging into your account on our web store.

Return Policy / Customer Satisfaction Guarantee

Customer Satisfaction Guarantee

We strive for 100% customer satisfaction. This includes:

  • Fast and friendly customer service
  • Free samples
  • Quality products
  • Money back guarantee

You are doing us a favor by telling us when things are not up to your expectations.

Money Back Guarantee

Our policies for returns, defective product and order errors are detailed below. A summary is as follows:

  • Defective or questionable product will be replaced or your money will be refunded 100% (NovaVision's option).
  • If we make a mistake in processing your order, we will make it right at our expense.
  • If you make a mistake in ordering, please let us know. Our return and replacement polices are intended to minimize the cost to you.
  • If you are not satisfied with our products for any reason, please let us know. We will work with you to make it right.

Free Samples for Testing

To assure customer satisfaction with our products, we encourage all prospects to request FREE SAMPLES for testing and evaluating our products prior to placing an order. Having actual samples allows you to evaluate the product appearance, confirm that the adhesion is suitable, test the tamper evident feature and complete other performance tests.

Testing samples for suitability prior to ordering is especially important for custom products. If the product is not working as expected, we are more accommodating if you reviewed and successfully tested samples prior to ordering.

In the unlikely event there is a performance difference between the samples tested and the product ordered, please let us know. Since our samples and finished product are made from the same materials, this should not happen. However, there are subtle batch differences in the materials we use, which might cause noticeable performance differences in certain applications (such as adhesives on plastic surfaces, powder coated paint, textured surfaces, etc). Our intention is to make it right to you.


Product Returns From Within the USA

If you request to return stock product within 30 days of the invoice date, we offer credits as noted below; However, we do not accept returns on product which has been customized.

We do not refund the original shipping costs. Also, we do not refund rush charges.

If the original packaging is still intact and the material is suitable for resale as new material, you will get a 100% material refund. Otherwise, the material credit could range from 85% to 0% based on our inspection when we receive the returned material. This applies to stock hologram labels, security tape, security seals, blank labels, blank ID cards, lamination pouches, thermal ribbons and ID card ribbons.

Electric equipment and parts are subject to a restocking charge ranging from 25% to 35%. To qualify for any credit, only equipment and parts returned in the original packaging and suitable for resale as a new product.

You pay the return shipping.

Product Returns From International Destinations

If you request to return stock product within 30 days of purchase, we offer credits as noted below. However, there is no credit for customized product.
We do not refund the original shipping costs you paid.
You pay to return the product to us.
We do not refund import fees (customs, duties, VAT, clearance fees, etc) you paid.

Restocking Fee: For stock product, we deduct a 15% restocking fee if the stock product is returned in it's original packaging and the product is suitable for resale as a new product. We do not provide any credit for customized product.
Refused Product: Import fees are an added expense you pay separately from our invoice. Although rare, sometimes a customer will overlook this expense and then refuse the final delivery. We recommend researching the import fees in advance to avoid a major unexpected cost when the product arrives.

If you refuse to pay the import fees, you may return the product to us based on the same terms as noted in section G5-1 above. However, although you will not pay the import fees, it is possible the total costs related to the return may exceed the import fees. So evaluate the total return costs carefully before refusing to pay the import fees.

For refused product, if you do not want to pay return shipping, another option is to abandon the product. If abandoned, the shipping company will dispose of the product. We do not offer any credit for abandoned product.

Defective & Questionable Product

Our stock and custom products will be free of defects in material or workmanship. Defective products can be returned for a 100% refund or replacement (at NovaVision’s option) within 90 days of purchase. We will pay the shipping cost to return defective merchandise. When we provide the replacement product, we will pay the shipping cost.

Claims for questionable or defective security tape must be made within 1 week of delivery.

The product warranty and return policy for ID card printers, thermal printers, software, and other electric equipment and parts is determined by the manufacturer’s warranty. Please call for details.

Please call Customer Service to report any product claims, request a “Return Material Authorization” and receive shipping instructions.

Order Errors

In the event NovaVision makes an error (wrong quantity, product, pricing, printing error, etc) in processing your order, we will provide free replacement product or a refund to correct our mistake.

For custom products, the final instructions are communicated to us using a printing proof or specification, which is approved by the customer prior to production. Our responsibility is to produce the finished product within acceptable tolerances to the approved specification. We are not responsible for errors in a printing proof which is approved by the customer. However, if you make a mistake in ordering, please let us know. We will work with you to re-produce the order at a reduced price, whenever possible.

Consequential Damages

Our maximum liability for defective product or order errors is to provide free replacement material or a refund. We do not accept claims for any consequential damages.

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