Customers may choose USPS or FedEx for shipping. Tracking numbers will be provided by email. Shipping methods cannot be changed while a package is in transit nor redirected once it has left TRW’s facility.
Priority Mail and Express are available. Transit times are estimates provided by USPS and are not guaranteed. The Post Office may reserve up to 15 days from shipment to complete delivery per USPS policy.
Ground, SmartPost, Standard Overnight, One-Rate 2-Day, International Priority, and International Economy services are available. FedEx Ground transit times are estimates; expedited FedEx options provide guaranteed delivery times when available.
Orders placed before 12PM EST Mon–Fri may ship same day, excluding certain items (Pre-Cut Templates, Bling Anything Rhinestone Sheets, Heat Presses). TRW ships Mon–Fri. Orders placed after 12PM EST or on non-pickup days will begin fulfillment the next business day.
Standard turnaround may not apply during holidays, closures, high volume, or for items requiring extended production. Drop-shipped items ship from manufacturer—timing determined by that manufacturer.
Free shipping applies to orders over $200, under 70 lbs., to the 48 contiguous U.S. states via FedEx or USPS. Excludes equipment orders and shipments to AK, HI, U.S. territories, and international destinations. Free shipping does not guarantee transit times.
Weather, acts of God, mechanical issues, accidents, pandemics and similar events may delay shipment. TRW may reship at discretion of the Warehouse Manager; TRW is not obligated to resend items.
If delay or missing items result from TRW error, TRW will reship at no charge if the issue cannot be resolved in transit. TRW will not compensate for economic losses beyond shipping costs caused by TRW error.
If delay is caused by incorrect customer information, TRW may reship at customer expense. Packages may be held until a valid address is provided.
High order volumes (promotions, specials) may cause delays. TRW ships first come, first served and does not re-prioritize orders.
Physical products may be returned new and unused within 30 days. A 20% restocking fee may apply. Pre-Cut Templates are non-returnable.
All sales on downloads and software are final (Design Downloads, Artwork Packs, TRW Design Wizard™, CorelDRAW, Silhouette editions, etc.).
Custom products and services are final and non-returnable. If TRW is at fault, TRW will replace or correct the item per the policy. TRW is not responsible for customer-supplied apparel fit or color choices.
Report damaged items to [email protected] within 30 days with photo evidence to arrange refund or replacement.
Refunds may be issued as store credit or to the original payment method. Card refunds depend on the customer’s bank processing times.
Training must be scheduled/attended within one year of purchase. Trainings are not eligible for refund or store credit if unused after one year.
By purchasing design/font downloads, you agree not to share, copy, or resell TRW designs or fonts. Downloads are for creating finished products only. Redistribution of original digital files is prohibited and may result in legal action.
Pre-Cut Templates and Digital Artwork are for the purchaser’s exclusive use and cannot be shared, copied, or resold. Production time: 1–3 business days. All sales final.
Custom design requests must be submitted via the website form and include an image. Minimums and fees apply. A paid quote must be provided prior to setup and production. All custom sales are final; proofs and limited revisions are provided—approve carefully.
Quote options:
Report custom order damage to [email protected] within 2 weeks.
30-day trial available. Single license may activate on two computers. Upgrades optional; upgrade pricing is the difference between versions.
Serial codes emailed within 24 business hours. Single license may activate on two computers. Per distribution agreement, CorelDRAW ships only within North America.
Activation codes emailed within 24 business hours. Licenses may activate on up to three computers. These items are digital downloads.
Fundraising Packets are for purchaser’s use only and may not be shared, copied, or resold.
Pricing calculators may not be shared, copied, or resold but may be installed on purchaser’s computers.
All in-house TRW training is suspended until further notice. Registration, early bird specials, and cancellation policies are outlined on the website. Cancellation must be in writing to [email protected].
TRW provides warranty coverage per manufacturer policies. TRW offers phone, email, and screen-share support but cannot provide extensive remote training via regular support channels. Refer to YouTube tutorials and TRW-TV for training resources.
| Model | Warranty |
|---|---|
| Silhouette CAMEO | 1 year upon registration |
| GCC Expert II | 90 days |
| GCC Expert II LX | 90 days |
| GCC Puma IV | 1 year |
| GCC Jaguar V | 1 year (90 days extended upon registration) |
| Graphtec CE7000-40 | 2 years |
| Graphtec CE7000-60 | 1 year (+2 years upon 30-day registration) |
| Roland GX-24 | 2 years |
| Model/Type | Warranty |
|---|---|
| Red Digital Cap (3.5" x 6") | 90 days |
| Red Digital Clam (11" x 15", 15" x 15", 16" x 20") | 1 year |
| Stahls The Maxx Cap (3.5" x 6") | 1 year |
| Stahls The Maxx Clam (11" x 15", 15" x 15", 16" x 20") | 1 year |
| Stahls Hotronix Cap (3.5" x 6") | 1 year |
| Stahls Hotronix Auto Clam (11" x 15", 15" x 15", 16" x 20") | 1 year |
| Stahls Hotronix Fusion (16" x 20") | 1 year |
Lifetime technical support for TRW Design Wizard™—TRW will assist with software issues arising from defects; user error issues may not be fully resolved through support channels.
Lifetime technical support provided. TRW may not accommodate special requests by phone or email to tailor calculators.
TRW may assist with third-party software troubleshooting but official support is subject to the vendor’s policy.
Orders are processed through the website. Accepted payment methods: credit card and PayPal. Phone or email orders and payment by check are not accepted.
Local pick-up is available at checkout for nearby zip codes. Contact TRW if the local pick-up option does not appear.
TRW may request a completed credit card authorization form for large orders to prevent fraud. Forms must be completed before order processing.
Email tax certificates to [email protected]. The 9-digit zip code on the certificate must match the checkout zip code. Prior year certificates are deleted on 12/31; submit updated certificates annually.
Coupon codes are generally one-time use, not combinable with other offers, and subject to expiration. TRW reserves the right to modify or cancel promotions. Promotions exclude equipment, platens, starter kits, or software unless stated.
Giveaway winners must claim prizes via comments on a shipping order within two weeks or contact [email protected]. Winners must reside in the continental U.S. (excluding AK & HI) unless they place a shipping order.
IX. Social Media
TRW reserves the right to moderate social media for obscenity, inappropriate content, or self-promotion. Repeated offenders may be blocked.