FREQUENTLY ASKED QUESTIONS

Here you will find a list of our most frequently asked questions along with the answers. We are continually updating this section of our website so be sure to check back frequently.
Should you have a question that we have not addressed, please call our customer care team at (800) 860-9111, email us at sales@identiphoto.com or Chat Live now.

How do I place an order?

While shopping at IDentiphoto you have four easy ways to order:

1. Create an Account & Shop Now!
   By signing into your existing account or creating a new account to purchase the supplies you need.
2. Chat online with a Specialist!
3. Call Us Toll Free at (800) 860-9111 to place your order by phone or to speak with one of our ID Consultants
4. Email sales@identiphoto.com to send your purchase order (if required) to our customer care team and provide us with any supporting documentation necessary such as artwork for a custom lanyard or reel.

I need help ordering. Can you help me?

If you are having any difficulty using IDentiphoto, you may Chat Live with us now or email our ID Consultants at sales@identiphoto.com. If you prefer to contact us via phone, please call (800) 860-9111. We are always at your service!

You have printers and supplies listed on your website but I can’t see the price.

Several manufacturers require us to advertise their products at MSRP or the minimum advertised pricing (MAP). However, IDentiphoto does not charge MSRP for any of the products we provide, therefore, we do not show the prices on our website. We ask that you please add the product to the shopping cart to view pricing, create an on-line account, sign-in to your existing account, contact us via phone at (800) 860-9111, email at sales@identiphoto.com or Chat Live now.

In addition to adhering to our MAP agreements, we have found that after speaking with one of our knowledgeable ID Consultants, customers often realize that the product they were planning to purchase may not be the best fit for their needs.

Will all the card stock you offer work in my PVC card printer?

Yes, all card stock listed on our website is graphics quality and shrink wrapped in packages of 100. This ensures you will get great prints every time. However, different manufacturer’s printers have different accepted card thicknesses that can range from 9 mil to 40 mil, so be sure to check your printer specifications to ensure that the PVC card stock you wish to buy will work in your unit. Please review our card handling guidelines for further information on how you should store and handle your card stock.

How do I order a custom lanyard from your website?

Our website does not have the functionality, yet, to process custom orders, the exception being our ID Badge Backer’s. We apologize for this inconvenience and hope to add this functionality soon. In the interim we ask that you contact us via phone at (800) 860-9111, email sales@identiphoto.com or Chat Live to place your custom order.

Do you validate credit card use/authenticity?

Yes. For your protection and ours, a representative from our accounting team may be in contact with you via telephone to verify your use of this credit card. This is typically a one-time verification.

Do I pay sales tax?

We must charge sales tax if you are located in Illinois, Indiana, Kentucky, Michigan, Ohio and Pennsylvania. We do not charge sales tax on orders shipped to any other state at this time.
Note: In some states you may be required to file a sales and/or use tax return, and to pay sales/use tax on certain items. Please check your state's sales tax regulations.

I'm tax-exempt. What do I need to do?

You must create an account on our site in order to request tax exemption, GUEST orders do not qualify for tax exemption.  DO NOT place an order until your request has been approved.  Sales Tax can not be credited once an order has been placed.  Once you have created your account, click on the MY ACCOUNT button in the upper right corner and select MY ACCOUNT.  In the left tree select ACCOUNT INFORMATION.  Click the CHOOSE FILE button and upload a copy of your valid state tax exemption certificate.  You will receive an e-mail letting you know your request has been received.  Once we approve your request, you will receive another e-mail letting you know your tax-exempt request has been approved.  Once you receive this you can log into your account and place your order.  There should be no sales tax, if there is, please e-mail sales@identiphoto.com or call us at 800-860-9111.

You listed one price on a product page but when I went to check out, the price was different. Which price is right?

We make every effort to make sure our website has the most current information possible but errors do occur. The price in the shopping cart is the one that will be utilized. We do ask that you please email any price discrepancies you find to info@IDentiphoto.com and be sure to include the page URL, product description and discrepancy so it can be looked into. Errors in pricing, photos, descriptions, terms or conditions will be non-binding on IDentiphoto.

Can I return the ribbon I buy if it is wrong?

Ribbons are considered perishable stock items and can be returned within 30 days of purchase as long as they are unopened. Please review our terms for our complete return policy. However, if you are unsure of what you need, please contact one of our knowledgeable ID Consultants at sales@identiphoto.com, via phone at (800) 860-9111 or Chat Live with our customer care team now, so we can make sure you get the correct product the first time.

What is your Return Policy?

Have you ordered something you don't need or decided against your purchase? No problem! We want you to be satisfied. Read our return policy.

I bought an ID badging solution from your company a couple years ago that I can’t get to work. Is it still under warranty?

IDentiphoto provides free email technical support for the life of any printer, software or solution purchased from us, even after the manufacturer’s warranty expires. Please email the equipment detail(s), serial number(s) and a specific explanation what you are trying to do and the issue(s) you are experiencing and one of our certified repair technicians will get back to you either via email or phone within 24 hours, except on weekends.

An item from my shipment is missing or broken. What do I do?

Please report any missing or damaged items to us as soon as possible by calling (800) 860-9111, emailing sales@identiphoto.com or Chat Live now.

When will my order be shipped?

Because we have such a large in-stock inventory, we are able to ship most orders the same day (holidays and weekends excluded), pending credit card verification. Please let us know if you want to expedite shipping by calling (800) 860-9111, sales@identiphoto.com or Chat Live now. Please have your order number ready.

I didn't receive my order when expected. What do I do?

When your order ships, we will notify you via an email that will include your tracking number. Some products may be on backorder and we will contact you letting you know when to expect your order.

Who services products that I buy from IDentiphoto?

No matter what problems arise, our in-house factory trained technicians can handle any printer or software issue you encounter.

Can I set up a Net 30 account with you?

Absolutely! Our website accepts credit card orders. If you wish to establish terms, please contact our customer care department at (800) 860-9111 or at sales@identiphoto.com.