Shipping, pickup, production times, returns, and order support from Kolormatrix
Kolormatrix ships DTF supplies, screen printing supplies, equipment, training materials, and eligible products from Atlanta, Georgia.
This page explains how shipping, local pickup, production times, damaged shipments, returns, and non-returnable items are handled.
If you have a question about a specific order, contact Kolormatrix before placing your order or as soon as an issue appears.
Shipping Overview
Kolormatrix ships eligible products using carrier services such as UPS Ground, expedited shipping options, and freight shipping when required.
Shipping time depends on:
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Product availability
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Order processing time
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Production time, if applicable
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Shipping method selected
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Destination
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Carrier transit time
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Weather
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Holidays
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Carrier delays or service disruptions
Shipping estimates are not guarantees unless specifically stated by the carrier service selected.
Supply Orders
Most supply orders ship by UPS or another available carrier.
Eligible supply products may include:
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DTF film
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DTF powder
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DTF ink
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Cleaning supplies
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Screen printing supplies
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Heat transfer supplies
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Shop consumables
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Smaller equipment or accessories
Free Shipping on Eligible Supply Orders
Kolormatrix may offer free UPS Ground shipping on eligible supply orders over $250.00 order amount.
Free shipping applies to eligible supply products only and may exclude:
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Equipment
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Oversized items
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Freight items
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Special-order products
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Other excluded items
If a product does not qualify for free shipping, shipping charges will be calculated at checkout or quoted separately when needed.
DTF Custom Transfer Orders
DTF custom transfer orders include production time and shipping time.
These are two different things.
Production Time
Production time is the time needed for Kolormatrix to print and prepare your custom DTF transfer order.
Kolormatrix offers several production service options:
Standard: same to next business day production, depending on workload and order timing.
Rush: 5-hour same-day production when ordered by the Rush cutoff.
Hot Rush: 1–2 hour same-day production when ordered by the Hot Rush cutoff.
Production times may vary based on order size, artwork readiness, workload, equipment status, and order timing.
Shipping Time
Shipping time begins after the order has been produced, packed, and picked up by the carrier.
Rush and Hot Rush refer to production speed only. They do not include shipping transit time.
If you need transfers by a specific date, contact Kolormatrix before placing your order so we can help you choose the best production and shipping option.
Production Time vs. Shipping Time
For custom products and services, please remember:
Production time is how long it takes Kolormatrix to create or prepare the order.
Shipping time is how long the carrier takes to deliver the order after it leaves Kolormatrix.
Example:
If a DTF transfer order is produced the same day but ships by UPS Ground, the delivery date still depends on UPS transit time to your destination.
Estimated UPS Ground Transit Times from Atlanta
Kolormatrix ships from Atlanta, Georgia.
UPS Ground transit times vary by destination. A UPS Ground transit map can help estimate typical delivery time from our location.
UPS Ground transit times are estimates only and may vary due to:
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Destination
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Weather
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Holidays
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Carrier delays
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Service disruptions
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Order processing time
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Production time
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Pickup timing
If your order is time-sensitive, choose an expedited shipping method or contact Kolormatrix before ordering.
Expedited Shipping
Expedited shipping may be available for eligible orders.
Expedited shipping affects carrier transit time only. It does not automatically reduce production time unless a Rush or Hot Rush production option is selected and available.
Before selecting expedited shipping, confirm:
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The product is in stock
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Any production time is understood
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Carrier cutoff times can be met
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The delivery date fits your deadline
For urgent orders, contact Kolormatrix before placing the order.
Freight & Equipment Shipping
Some equipment and oversized items require freight shipping.
This may include:
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Large screen printing equipment
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DTF printers
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Shaker/dryer systems
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Dryers
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Large heat presses
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Oversized or heavy items
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Equipment packages
Freight shipping may be quoted separately.
Freight shipments may require:
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Commercial delivery address
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Liftgate service
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Appointment scheduling
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Freight inspection at delivery
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Additional carrier fees
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Longer transit or handling time
Inspect Freight Before Signing
When receiving freight, inspect the shipment before signing the delivery receipt.
Check for:
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Damaged packaging
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Crushed corners
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Broken pallet
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Missing items
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Visible equipment damage
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Signs of mishandling
If damage is visible, note the damage on the delivery paperwork before signing and contact Kolormatrix immediately.
Photos of the shipment, pallet, packaging, and damage are very helpful.
Local Pickup
Local pickup may be available for eligible orders.
Pickup availability depends on:
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Product type
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Production status
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Order timing
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Business hours
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Staff availability
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Whether the order has been marked ready for pickup
Please wait until your order is confirmed ready before arriving for pickup.
If you need an order by a specific time, contact Kolormatrix before placing the order.
Order Tracking
When tracking is available, tracking information will be provided after the order ships.
Tracking updates are controlled by the carrier. It may take time for tracking to update after the carrier picks up the package.
If your tracking has not updated or your package appears delayed, contact the carrier first for the most current transit information. You may also contact Kolormatrix with your order number if you need additional help.
Address Accuracy
Customers are responsible for entering the correct shipping address at checkout.
Please check:
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Street address
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Suite or unit number
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City
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State
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ZIP code
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Business name, if applicable
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Contact phone number
Kolormatrix is not responsible for carrier delays, misdelivery, or additional charges caused by incorrect or incomplete addresses provided at checkout.
If you notice an address error, contact us immediately. We cannot guarantee changes after an order has entered processing, production, packing, or shipping.
Damaged Shipments
If your product was damaged during shipping, contact Kolormatrix as soon as possible.
Please provide:
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Order number
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Photos of the damaged product
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Photos of the shipping box or packaging
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Photos of the shipping label
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Description of the damage
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Whether the package was accepted or refused
For freight shipments, note visible damage with the carrier before signing whenever possible.
Kolormatrix will review the information and help determine the next steps.
Missing, Incorrect, or Order Error Issues
If you believe an item is missing, incorrect, or shipped in error, contact Kolormatrix promptly.
Please include:
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Order number
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Product name
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Photos of what was received
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Packing slip, if available
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Description of the issue
Do not use, open, install, or alter an incorrect item before contacting us.
Returns & Refunds
Kolormatrix offers a 30 Day Limited Return Policy on eligible products.
Returns are accepted only if the product has not been used, unless authorized by a Kolormatrix customer service representative.
Before returning any product, contact Kolormatrix for approval and return instructions.
Unauthorized returns may be refused.
Items That Cannot Be Returned
Some products and services cannot be returned.
Non-returnable items may include:
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Software
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Artwork
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Inkjet printers
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Equipment
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Custom Pantone matches
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Re-stretch or custom screens
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Photo screens
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Film output service
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Custom DTF transfers
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Custom printed products
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Custom services
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Used products
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Special-order products
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Other items identified as non-returnable
If you are unsure whether an item is returnable, contact Kolormatrix before purchasing.
Return Shipping
Return shipping charges are generally the responsibility of the customer.
Return shipping charges are not the customer’s responsibility if the return is due to:
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Product damaged in transit
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Incorrect item shipped
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Item received in error
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Other approved Kolormatrix shipping error
Original shipping charges are not refundable unless the return is due to an approved shipping error, damaged shipment, or incorrect item issue.
Restocking Fees
Eligible returns may be subject to a 20% restocking fee.
Restocking fees may apply when:
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Product packaging is opened
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Product requires inspection
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Product requires repackaging
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Product is returned without proper authorization
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Product is returned in a condition that affects resale
Kolormatrix will review the return condition before issuing any refund or credit.
Refund Processing
Approved refunds are processed after Kolormatrix receives and inspects the returned product.
Refund timing may vary depending on:
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Return shipping time
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Inspection time
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Payment processor timing
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Bank or card issuer processing time
Refunds are issued according to the approved return amount, less any applicable restocking fees, shipping charges, or deductions.
Custom Products & Services
Custom products and services are not returnable unless there is a verified production error or approved issue.
This may include:
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Custom DTF transfers
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Film output
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Photo screens
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Custom screens
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Custom Pantone matches
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Artwork services
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Custom printed products
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Special production services
Customers are responsible for submitting correct artwork, sizes, quantities, and order details.
If there is a concern with a custom order, contact Kolormatrix immediately with photos and order information.
Training Classes, Manuals & Digital Products
Training classes, printed manuals, digital downloads, and educational products may have different return or cancellation terms.
Digital downloads are generally not returnable once accessed or delivered.
Training class cancellation or rescheduling policies may vary by class type.
If you have questions about a training class, manual, or digital product, contact Kolormatrix before purchasing.
Need Help With an Order?
For faster support, include:
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Order number
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Name on the order
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Product or service ordered
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Shipping address
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Photos, if applicable
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Tracking number, if available
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Description of the issue
Phone: 404-691-0015
Hours: Monday–Friday, 8:00 AM–4:30 PM EST
Website: kolormatrix.com
Address: 4345 Commerce Dr SW, Ste A, Atlanta GA 30336
Kolormatrix is here to help printers move forward with supplies, transfers, equipment, training, and real support.