FAQ and Returns
Find answers to common questions about ordering from Ultra Digisupply. For help with a specific order or product, email ultradigisupply@gmail.com or use our contact form.
Orders and product support
What products does Ultra Digisupply carry?
We supply DTF and DTG inks, films, powders, pretreatment fluids, maintenance products, heat transfer vinyl, printer parts, accessories, and printing equipment for Canadian print businesses.
How can I get help choosing a product?
Contact us before ordering and tell us your printer model, printhead, material, and application. We will help you identify a compatible product. Customers are responsible for confirming compatibility before use.
Refund, return, and exchange policy
What is the return window?
You may request a return within 15 days after your order is delivered or after you are notified that it is ready for pickup.
What condition must returned items be in?
To be eligible for return, an item must be unused, unopened, in the same condition in which it was received, and in its original packaging. The packing slip or other proof of purchase is required.
How do I request a return?
Email ultradigisupply@gmail.com with your web order number, the item(s) you wish to return, and the reason for the return. Use the subject line Web Order [order number] Return Request.
If the return is approved, we will provide an RMA number and return instructions. Items sent back without prior approval and an RMA number will not be accepted and may be returned at the sender's expense.
An applicable restocking fee may be deducted from the refund. The amount, if any, will be disclosed when the return is authorized. Customers are responsible for return shipping and handling unless the item was defective, damaged on arrival, or sent in error by Ultra Digisupply.
What if my order is damaged, defective, or incorrect?
Inspect your order as soon as it arrives. Contact us within 2 business days of delivery if an item is damaged, defective, or incorrect. Include your order number and clear photos of the product, packaging, and shipping label so we can evaluate the issue and make it right.
Which items cannot be returned?
- Custom, special-order, or cut-to-order products, including vinyl and other material cut to a requested length
- Opened inks, pretreatment fluids, cleaning or maintenance solutions, hot-melt powder, and other consumable products, unless defective or sent in error
- Hazardous materials, flammable liquids, and gases
- Clearance and final-sale items
- Equipment after it has shipped
Contact us before returning an item if you are unsure whether it is eligible.
How do exchanges work?
We do not process direct exchanges. To receive a different item, request a return for the original item. Once the return is accepted, place a separate order for the replacement item.
When will I receive my refund?
We will inspect the returned item and notify you whether the refund is approved. Approved refunds are issued to the original payment method within 10 business days, less any disclosed restocking fee. Original shipping charges and return shipping costs are not refundable unless required by law or the return resulted from our error.
Your bank or card issuer may require additional time, up to a full billing cycle, to post the refund. Please contact us if more than 15 business days have passed since we approved your refund.
Can equipment orders be returned or cancelled?
Equipment purchases are final sale once the item has shipped, whether purchased online or in person. An equipment order may be cancelled before shipment, but payment processing fees, including a 3% processing fee, are non-refundable.
Does this policy affect my legal rights?
No. This policy does not limit any rights or remedies available to you under applicable Canadian or provincial consumer protection law.
Last updated: July 14, 2026.