Returns, Exchanges & Claims Policy

We are here to help you get the right material for your project. Our products fall into two groups: standard retail items and custom or fabricated work. Each has its own return and claim rules, simply because a pre-cut laser blank sheet and a display case do not live the same life.

If you need to start a return or file a claim, tap below:

Start a Return or Claim

 

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1. Retail Returns (Barcoded Products)

We accept returns on unopened, unused retail products within 14 days of delivery.

To qualify, items must arrive back to us in:

• original condition
• original packaging or masking
• uncut and unmodified state

Please contact us before sending anything back for approval and instructions.

2. Items That Cannot Be Returned

Because these items are created or altered specifically for you, they are final sale:

• cut-to-size sheet goods
• laser cut parts
• CNC machined parts
• custom fabricated pieces, displays, boxes, or cases
• specialty orders and non-stock colors
• adhesives, glues, and solvents
• oversized sheet goods cut from full sheets
• clearance items

These products cannot be restocked or resold once produced, shaped, or opened.

3. Return Shipping & Refunds

• Customers are responsible for return shipping costs.
• Original shipping fees are non-refundable.
• Refunds are issued back to the original payment method after inspection.
• Up to 25% restocking fee may apply to retail returns depending on condition.

We recommend using trackable shipping on any return or exchange.

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Claims & Quality Review

We take fabrication quality seriously. To protect both you and our production team, claims follow a clear process.

4. Mandatory 48-Hour Inspection Window (All Orders)

When your order arrives, please open and inspect it immediately.

Any issue must be reported within 48 hours of delivery, including:

• missing or incorrect items
• carrier damage
• dimensional or tolerance concerns
• color or thickness discrepancies
• cosmetic defects
• fabrication issues

After 48 hours, orders are considered accepted and free of defect.

This timing is standard in fabrication and protects both the customer and our shop from post-use damage, installation error, or material change.

5. Custom Fabrication Claims (Laser, CNC, Assembly)

Custom parts are built to the exact specifications you approve. Claims on fabricated work must meet all conditions below:

• reported within 48 hours of delivery
• item is unused and unmodified
• masking is still intact
• no glue, drilling, machining, or sanding
• no installation attempts
• return authorization granted before the item is shipped back

Once a part has been handled, installed, altered, or exposed to solvents, it leaves fabrication claim eligibility.

6. Dimensional Tolerance Reality

Plastics have industry-recognized production tolerances. These do not qualify as defects:

• nominal thickness variation
• saw kerf variation
• minor surface variation
• color shift between production runs
• small debris under masking
• machining marks on hidden faces

Exact tolerances for custom jobs are confirmed at quotation.

7. Shipping Damage Claims

If your order arrives damaged:

• keep all packaging
• photograph the material and the box
• contact us within 48 hours of delivery

We will assist with carrier claims when notified within the required timeframe.

8. Incorrect or Missing Items

If we made an error, we will fix it. Please notify us within 48 hours so we can get replacements moving quickly.

9. After the 48-Hour Window

Past the inspection period, Canal Plastics cannot be responsible for:

• product scratched or damaged during handling
• improper cutting, drilling, sanding, or gluing
• surface damage from cleaners or chemicals
• warping or bowing from storage or environmental conditions
• mis-measuring or fabrication mistakes by the end-user

At that point, material is considered accepted and in use.

10. Warranty Notes

We do not manufacture sheet goods and cannot extend warranty beyond the manufacturer’s published standards.

Normal wear, UV exposure, weathering, chemical damage, or fabrication stress are not covered under warranty.

11. Cancellations

• Custom jobs cannot be cancelled once production begins.
• Retail orders may be cancelled if they have not shipped.

12. Contact & Support

We are here to help you get it right.

Start a Return or Claim

Questions first?

Email: sales@canalplastic.com

Phone: 212-925-1032

Canal Plastics Center 
345 Canal Street
New York, NY 10013