Customer Care

When will my order ship?

Here’s how it works: you order → we process → we ship → you receive your order



Ordering takes a few seconds. Standard processing takes 3-4 business days. Then one of our FEDEX it from there and you will get your order delivered after additional 3-5 days. In total, you should expect to receive your order within 10 working days after you placed in your order unless otherwise stated for specific products. You’ll get a shipment notification email with a tracking number as soon as your package ships. It’s on the way!

Where do we ship to?

In total, you should expect to receive your order within 10 working days after you placed in your order unless otherwise stated for specific products. You’ll get a shipment notification email with a tracking number as soon as your package ships. It’s on the way! 

At CT Edgeband, we stand behind the quality and color accuracy of every roll we ship. Our goal is to provide you with the perfect match for your projects, hassle-free. If you need to make a return, our process is straightforward and designed to be fair for our professional partners.

1. Our Quality Promise & Hassle-Free Returns

(For Defective, Damaged, or Incorrect Items)

We are committed to delivering world-class service. If you receive an item with a quality issue, or if it's not what you ordered, we will make it right.

• Timeframe: If your product has issues due to quality defects or shipping damage, you may initiate a return request within 30 calendar days of receiving your order..
• Verification: We may ask for photos of the issue (e.g., damage, color discrepancy) to expedite the process.
• Full Refund: You will receive a 100% full refund for the returned items.
• Original Shipping Costs: We will credit the original shipping costs proportionally for the returned items.
• Taxes: 100% of applicable sales tax for the returned items will be refunded.
• Return Shipping: We've Got You Covered. CT Edgeband will provide a prepaid shipping label for a completely free and easy return process.

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2. Standard Returns

(For Non-Quality Related Reasons)

Ordered the wrong color? Changed your project specs? We understand. You can return items for reasons unrelated to quality under these conditions:

• Timeframe: Return request must be made within 30 calendar days of receiving your order.
• Restocking Fee: A 20% restocking fee will be applied. This helps cover our costs for inspection, handling, and repackaging. (This is more competitive than the industry standard 25%)
• Item Refund: Your refund for the items will be the purchase price less the 20% restocking fee.
• Return Shipping: You are responsible for the return shipping costs. You can arrange your own shipping, or we can provide a return label and deduct the shipping cost from your refund.
• Original Shipping Costs: The original shipping costs are non-refundable.
• Taxes: 100% of applicable sales tax for the returned items will be refunded.

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3. Final Sale Items

Please note that all custom production items are considered final sale and cannot be returned under our "Standard Returns" policy. This includes, but is not limited to:

• Embossed edge banding
• Pre-glued edge banding (Hot-Melt)
• Digitally printed or custom-matched edge banding

Our Quality Promise still applies! If a custom item has a manufacturing defect or quality issue, we will absolutely honor a return as outlined in Section 1.

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How to Initiate a Return

For any return requests or questions, please contact our dedicated support team. We're here to help!

• Email: Summer@ctedgeband.com
• Phone:+ 312-612-0281

Your security is paramount. We utilize industry-leading technology to ensure that your payment information is protected on every transaction. Our entire checkout process is fully encrypted and compliant with the highest industry standards. Below are the answers to specific questions you may have about our secure payment environment.

Is my payment secure?

Absolutely! We take your security seriously. Our checkout process uses advanced encryption technology to protect your personal and payment information. All transactions are processed through trusted payment gateways that comply with the highest industry standards for security. We accept major credit cards, debit cards, and other secure payment methods to ensure a seamless and safe checkout experience. Once your payment is completed, you’ll receive a confirmation email with your order details. Shop with confidence knowing your payment information is secure!

What payment methods do we accept?

We offer a variety of secure payment options to make your shopping experience as convenient as possible. These include major credit cards (Visa, MasterCard, American Express), debit cards, PayPal, and other trusted digital payment methods. Our system ensures all transactions are encrypted and processed safely, giving you peace of mind with every purchase. If you encounter any issues during checkout, our customer support team is here to assist you. Shop worry-free knowing your payment is in good hands!

Will I receive an official invoice for my business accounting?

Yes. Immediately after you complete your purchase, a detailed order confirmation and invoice will be automatically sent to the email address you provided. This document will include your order number, an itemized list of products, total cost, and billing/shipping information, which is suitable for your bookkeeping and tax purposes.

My credit card payment was declined. What should I do?

Payment declines can happen for several reasons. The most common are:

1. Incorrect Billing Information: The billing address you entered does not match the address on file with your credit card provider.
2. Card Security Code (CVV) Mismatch: The 3 or 4-digit code was entered incorrectly.
3. Insufficient Funds or a transaction limit set by your bank. Please double-check your information and try again. If the problem persists, we recommend contacting your bank or credit card company, as they can provide specific details about the decline.

Do you offer payment terms, like Net 30, or accept Purchase Orders (POs)?

For online orders placed directly through our website, payment is required at the time of purchase. However, we do offer payment terms like Net 30 and accept Purchase Orders for established, high-volume B2B clients and distributors. To apply for a trade account with payment terms, please contact our sales department at sales@ctedgeband.com to discuss your business needs.

Our reputation is built on the quality we deliver. We stand behind every roll of edge banding we sell. If you encounter any issue that does not meet our quality standards, this guide will walk you through our straightforward claims process designed to minimize disruption to your production.

What qualifies as a product quality defect, and what is not covered?

A product defect refers to an issue originating from the manufacturing process. This includes:

• Color/Texture Mismatch: The product you received does not reasonably match the approved sample or a previous batch of the same product code.
• Dimensional Inaccuracy: The width or thickness is outside of our stated technical specifications.
• Surface Imperfections: Consistent blemishes, lines, or spots that affect the final aesthetic of the finish.
• Adhesion Failure: Proven failure of the primer to bond with appropriate adhesives under standard application conditions.

I believe I have a defective product. How do I start a claim?

To ensure a swift resolution, please follow these steps:

1. Stop Use: Immediately stop using the suspected defective roll to prevent further waste of material and time. Keep the roll and its original label.
2. Document the Issue: Take clear photos or a short video showing the defect. For performance issues (like chipping), a video showing the machine in operation is extremely helpful.
3. Email Us: Send an email to sales@ctedgeband.com with the subject "Quality Claim - Order #[Your Order Number]". In the email, please include:
   • Your Order Number.
   • The product code/SKU from the roll's label.
   • A clear description of the problem.
   • The photos/video you have taken.

What should I do if my order arrives with shipping damage?

•  Please inspect your order upon delivery. If you notice any damage to the packaging or the rolls themselves (e.g., crushed, dented, or wet), please take photos of the damaged box and product immediately, before using it. Contact our support team at  sales@ctedgeband.com within 3 business days of receipt, including your order number and the photos. We will arrange for a replacement to be expedited.

If my claim is approved, what is the resolution?

Our goal is to get you the right material as quickly as possible. Once a defect is confirmed by our technical team, we will offer you a choice of:

• Full Replacement: We will ship a replacement roll(s) to you at no charge.
• Full Refund: If a replacement is not feasible or desired, we will issue a full refund for the defective product.

How can I track my order?

Once your order ships, you’ll receive a shipment notification email with a tracking number and a link to follow your package’s journey. Simply click the link or enter the tracking number on our tracking page to get real-time updates.

What if I don’t see updates on my tracking?

It may take up to 24 hours for tracking information to appear once your order is shipped. If you don’t see updates after this period or have concerns about your delivery, please contact our support team. We’re here to help ensure your order reaches you smoothly!