This collection of frequently asked questions (FAQ) provides brief answers for many common questions about our products and services. It also provides links to more detailed information available through out web site and web store. If you have any questions that are not covered here or elsewhere on our web sites, please contact us.
How can I get an estimate on custom display or sign projects? — For assistance with price questions on specific products or help with custom design/fabrication, please use our Inquiry/Quote Request Form.
How can I get a print estimate? — To request pricing for your next Large Format Print Project, send your request using the Quote Request Form for Large Format Printing.
How can I get a sample or build a prototype? — We will provide samples for your testing and inspection. Most samples are supplied at 20-40% discounted cost (plus delivery charges). If you need to order components for a prototype or arrange for fabrication of a prototype, please contact us for a quotation. Read details on our Terms & Conditions page.
How can I get a sample kit? — We offer a series of Product Sample Kits designed for your particular industry and interest. These sample kits provide excellent insight into our complete product line and will help to increase your sales by showing the quality and design of the product. Call us for more details.
How do I get ideas for signs/displays? — To make your display choices even easier we put together a comprehensive range of Display Kits & Ideas ready to be purchased on our online store. These kits are designed to display posters and information, incorporate shelving, signage, and leaflet dispensers. We also have an extensive Photo Gallery for you to visit and explore.
What file format do you accept for printing? — For digital printing prepare your files by following all necessary steps listed in the Print Artwork Requirements on our Submission Guidelines page.
What file format do you accept for signmaking? — For sign making we require “vector format” files that contain paths/outlines. If you are unfamiliar with such file type of format please read Vector Artwork Requirements on our Submission Guidelines page.
How can I send you the artwork? — To send us artwork files follow the directions on our Submit Artwork & Specs page.
Can you make a correction to my job after I have submitted files? — Our designers or print operators cannot be responsible for making any alterations/changes to the files submitted for printing. After we have emailed you proof and you determine that you need to submit new files you can do so by contacting us via email or phone. Due to the time it takes to prepare and rip your graphic files, a $45 fee will be assessed each time you re-submit new artwork and this fee must be paid prior to sending you a new proof. If you need to submit new files because the original files were corrupt you will not be charged.
How long do you keep my graphic files? How do I place a reorder? — We save your original format type graphic files on our servers for approximately six months and the print ready created PDF files for approximately two years from the date of the original order. To reorder, you will need to email or call us with your Original Order Number. Please note that your reorder must be an exact reprint as we cannot make any changes to your files.
I saw my proof and I want to change it. How can I do this? — When viewing your proof select the option “Not OK – Need to submit new files for a new proof”. You will then be sent a link to upload your new files. You can also select “Not OK – Proof Incorrect – Comments Below“. We will make the changes requested and create a new proof for your review and approval within the current business day.
How do I find hardware pricing and specifications on your website? — Pricing and specifications for most of our products and components can be found throughout our Web Store. All prices are quoted in US dollars. Listed prices are FOB Eugene, Oregon USA and do not include freight charges or any applicable taxes.
How can I order products or get an estimate on custom projects? — You can order our products by phone 800.753.9688 / 541.505.7450 or by using our dedicated web store. We’re Open Monday through Friday from 8:00am – 4:30pm Pacific Time. To customize your own display, signage or showcase products, please send us a short description, or graphical attachment using our Inquiry/Quote Request Form.
What is the lead-time for my order? — Orders on standard components and finished products are shipped out within 2-15 business days from our sales/distribution center. Products or components which are not available in stock at the moment of ordering will be shipped in 4-9 weeks. We offer expedited air freight services for non-stock items, provided the factory has the product on hand, or product can be manufactured on a short notice. Most small orders are shipped via UPS Ground. For large orders, we will ship via motor freight by the most reliable and inexpensive carrier to your location. We also offer express air and economical two day air service on most items in stock. If an order is to be shipped via air or internationally (including Canada) you must call us to make arrangements prior to placing the order online.
How will I know if my order was processed? — Whenever an order is placed or updated we send out status updates via email. Please make sure you always submit your contact email address so we can have it in our files.
Will I be notified when my order ships? — You will receive an e-mail with tracking information as soon as your order/shipment dispatches from our warehouse. If your order consist of various products, including bulky items such as acrylic accessories or aluminum extrusions, then it will ship partially (multiple packages) and may arrive a few days apart. Always verify the number of packages against each individual tracking number received from us via e-mail. If your order cannot ship for some reason, you will be notified within 24 hours.
What is your warranty on your products? — All our products are guaranteed to be free from defects in workmanship and material. Items proven to be faulty will be replaced with an equivalent product and shipped at our cost. Nova Display Systems liability is limited to the cost of the defective product only. We will also refund you fully or replace the damaged item if the merchandise arrived in a damaged condition. We ask that you file a complaint with the delivery carrier and immediately notify us. Send us pictures of the damage items and keep all packaging for at least two weeks to be inspected by carrier. Goods found to be tampered with by the customer without authorization will void this warranty. For full details see our Product Warranty Form.
What kind of payments do you accept? — We accept credit cards (Visa, Master Card, and American Express), checks, or wire transfer. For more detail information please read our Terms & Conditions.
Is shopping on your site secure? — We implemented a number of security features throughout our web store, database and accounting software to prevent the unauthorized release of, or access to, personal information. When you enter sensitive information (such as credit card numbers) on our registration or check out forms, that information is encrypted using secure socket layer technology (SSL). We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it.
When is my credit card charged? — We do not charge your credit card for any orders until the items/products are packed and ready to ship. This doesn’t apply to special, custom and non-standard items, or orders placed online on our web store. Custom or special orders require a minimum 50% deposit before start of fabrication. Remainder due prior to shipping unless other terms have been determined by our Credit Department.
How do you protect my privacy? — We use appropriate security measures to protect against the loss, misuse and alteration of data used by our system. We will never share or sell individual personal information with anyone for their promotional use. Information submitted to us is only available to employees managing this information for purposes of contacting you, providing services related to our products, or sending you emails based on your request for information. For more detail information please read our Privacy & Security Policy.
What are your shipping and return policies? — You can read the information on shipping charges, product inspection, returns and refunds on Shipping & Returns page.
How can I Buy for Resale? — Learn more about how you can benefit from reselling our products by reading our Reseller Partner Program. To qualify for a resale discount you must have a valid state resale certificate and meet certain requirements. We require a copy of your resale certificate on file.
Can I assemble/install the display equipment myself? — Many products are supplied complete with easy-to-follow assembly/installation instructions. Most of our standard display kits and stands can be easily installed by an unskilled person and our telephone help-line service 800-753-9688 is available for friendly advice and guidance if required. For your convenience you can download Technical Data Sheets & Installation Instructions to view and print. If you should require assistance and/or do not see the specifications you need, please contact us.
Can Nova Display Systems install the display equipment for me? — Although we do not offer installation service in all areas we can recommend national installation companies or we can work with your general contractors to instruct them on appropriate installation procedures. For more detail information please read about our Referral Installer Program.
How do I order a Product Catalog? — For your convenience you can download and print our Online Catalogs for Cable/Rod Display Systems, Sign and Panel Support Systems, Freestanding Systems, Modular Systems, and Signware Products available in Adobe Acrobat Format (PDF). If you are an Architect, Designer, Advertiser, or Sign-maker you may request a copy of our product catalog via our Inquiry/Quote Request Form.
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Environmental & Quality Commitment
We recognize the necessity for responsible environmental management and conservation of our resources. We assess our products starting from the planning and design stages to ensure that they are versatile and reusable, durable and made of high-quality or recyclable materials that have a low-impact on the environment.