Specialty Printer Service Agreement

PRINTNINJA3D LLC Service Terms

****As of 11/10/2022 we will no longer Dropship DTF Printers directly from the factory. We will still drop ship Shaker/Dryer Combos and other accessories when it is feasible.

Congratulations on purchasing your Specialty Printer – what you should know
What You May Need (not included in your purchase)
Your Responsibilities as a Customer
Manufacturer’s Warranty & Limited Warranties

Before buying a Specialty printer

A specialty printer (such as DTG, DTF, UV, Transfer, Sublimation or other Specialty printer), will allow you to print your own designs to a variety of substrates depending on the printer technology. DTF for example will allow you to print amazing full color prints on light and dark shirts in just a few minutes. You can be doing short runs with no setups, no color separations, no tear down – and you are getting more than wholesale for a shirt – you will love it! There is a learning curve to specialty printing (much like screen printing or other forms of printing). It takes time and experimentation to become proficient and knowledgeable about your new craft. The secret to success is proper printer maintenance and adherence to instructions and procedures (applies to all equipment), proper use of Pre-Treat Sheets or Transfer Sheets & Films:

Proper Printer Maintenance daily, details are included in our instruction manuals when applicable (print nozzle test / print head cleaning / wet capping etc.) Your rep will get you informed on training for your Printer.
You may have to work on and troubleshoot your printer at some point. Between user error and just the effects of use over time you may encounter errors and will learn to fix them, with PRINTNINJA3D LLC’s assistance.
You may need to climate control your print room. DTF works best in 70 -75 degrees and humidity from 45% – 60%. (50% + is needed at times). A humidifier may be needed if you have unusually low humidity in your environment.
Inks will clog if not used often, especially if the printer is left idle more than a couple of days or proper maintenance on the printer or inks is not conducted. There are many unclogging procedures available to you (including the printer’s self-cleaning function, and a more forceful manual flush).
Never take customer orders until you have learned how to use the printer and pretreatment.
We highly suggest every day that you use the printer you will need to do Maintenance. A routine of 5-10 minutes of cleaning the printer prior to using, is easy and quick.
Join a community of users, such as online user groups and forums for T-shirt printing. You will learn and share knowledge that will be valuable to you and your business.

What you will need (not included in your purchase, and varies by Specialty printer type, DTF, etc):

Windows 10 or higher Computer (PC) with an available USB3 port. Adobe Photoshop or Adobe Illustrator.
A dedicated PC for setup and training. We need Total focus and attention when assisting. We also work with our Manufacturer directly and they may need to access your device remotely for some issues.
A Humidifier to keep the humidity above 40% in the print room, if you have low humidity in your room / environment (Highly recommended)
A proper ventilated workspace with PPE (masks, gloves, etc), and proper equipment such as fumes extractors.
Please practice safety when using specialty printers and equipment.
We are not responsible for user error and the complications attributed to it.

Customer Responsibilities

Provide a clean and climate friendly work space to print in. Humidity of 40% – 70% and temperatures of 70 – 75 degrees Fahrenheit must be maintained at all times while ink is installed in printer.
Failure to keep these tolerances may cause clogging and other issues that will then require extensive cleaning measures.
Understanding that inks are water-based textile inks and will clog the print heads if the machine is left unused for more than a couple of days (and the humidity/temperature climate is not optimal). Clogging is nothing to be scared of, if it occurs, you can resolve the clogs via a number of simple procedures (such as utilizing the cleaning function on the printer, or for a more advanced clean, you could flush the print heads manually). To avoid and/or resolve clogs, you need to perform daily / weekly maintenance, and/or print frequently to keep the ink flowing.
Maintenance takes 30 minutes a day and can be part of your daily standard operating procedures.
Understand and acknowledge that print heads, Capping stations, and any other items that come in contact with ink and/or are subject to wear and tear, clogging or consumable are not covered under our warranty. Your warranty covers mechanical parts only. Please report any device failures immediately.
Use PRINTNINJA3D LLC approved inks, supplies, and equipment for optimal results. Our consumables are tested with our Printers.
Retain shipping crate or original packaging for 30-90 days and until no longer needed.
Agree to perform simple daily and weekly maintenance, including keeping print heads and capping stations cleaned.
Agree and understand that all equipment and hardware sales (including printers, print heads, heaters, heat presses, powdering machines, etc.) are final and no returns or refunds are permitted. Any issues would need to be addressed within the terms of the limited warranty. Order cancellation requests by the customer prior to the shipping out of your items are at the discretion of PRINTNINJA3D LLC – should a cancellation request be approved after the build of your order has commenced, the order will be subject to a 25% restocking fee. (The restock fee has been increased. Updated 11/12/2022)
Return requests for unopened consumable items (such as inks, film, powder) are evaluated on a case by case basis. Opened and/or used consumable item return or refund requests are not allowed. Manager discretion would apply to return requests for unopened items within 30 days of purchase. Any returns, if approved, are subject to a 25% restocking fee at manager’s discretion, and less any shipping costs that we may have incurred in both directions (such as if you received free shipping). Shipping is not refundable. (The restock fee has been increased. Updated 11/12/2022)
Software purchases are not refundable/returnable.
When virtual onboarding / training is offered or provided as part of a purchase, customers should participate in this training prior to operating their machine for the first time. The training session may be recorded for troubleshooting / training purposes. Such training is focused on customer success, on ensuring that the customer’s printer is fully operational and that the customer understands how to operate and maintain it. Please have the required preparations done before the call. See below for Requirements / Preparedness for Onboarding or Training Calls. There is no set time frame for training as each case is different. We do not charge for this service.
All issues must be remedied per warranty.
Customer may be required to do troubleshooting and repairs with PRINTNINJA3D LLC’s help and direction.
We will give our recommendation on what to do. Training should not be refused and all of our recommendations should be done to ensure no liability on your part. Please do not power on your printers without direction from our training personnel. Please supply any and all pictures to our training personnel when requested. Please give undivided attention to our personnel as well as focus and concentration. If you are tired and need a break please make that known and we will always understand. Refusing to supply requests and recommendations will void your warranty and can end the training we provide, as we cannot hold liability unless EVERY recommendation and request is followed.
For orders placed that are approved for partial payment options (deposit payment only orders), the balance of payment will be due and payable when your order is ready to ship. We will reach out to you when your order is ready to ship and provide you with a 7 day window within which you need to make the balance of payment. If you are unable to complete the purchase of your order or you need to cancel your order for any reason, your order will be subject to the 25% restocking fee (25% of the order total). (The restock fee has been increased. Updated 11/12/2022)

Requirements / Preparedness for Onboarding or Training Calls:
The following will be required for any onboarding or training call that is scheduled with our support team:

A stable and sufficient internet connection
Ethernet to USB-SS/USB3 adapter, USB2/USB-SS/USB3 cable. Depending on your setup, we will tell you.
A windows computer running Windows 10 or Higher, Gigabit Network Port 1000mbps (NO CHROMEBOOK – S MODE – TOUCHSCREEN)
A mobile phone with a camera. A video conferencing link (SplashTop) will be sent out to you DURING the onboarding. Please download the app to your smartphone prior to the training.
A remote desktop connection will need to be established (SplashTop) and pre-installed on your computer (instructions will be sent)
Do not install any ink/drivers on your computer prior to completing the onboardings or the warranty might be voided
Remove all packaging tapes/foam in (open the printer’s lid and check) and out of your printer
Read the instruction manual and assemble your machine in full.
Dropshipping customers CANNOT open your package until it is opened with an approved PRINTNINJA3D LLC personnel member to inspect the contents are all accounted for and not damaged. This can be done via video chat. We waive all monetary responsibility for damages if we do not inspect the shipped items and all warranties risk being voided. We will still work to best rectify any issues to the best of our ability.

Limited Warranty
PRINTNINJA3D LLC warrants the “Products” (Printers, Heat Presses, Heating Stations or any other Equipment or product that is offered for sale or is sold by us and/or that the customer may buy) to be free from defects in workmanship and materials (warranty does not include consumable or wear and tear items such as printing heads, ink cartridges, capping stations, inks, films, solutions etc. which are subject to wear and tear and/or consumable over time). Specialty printer Products are modified or rebuilt using OEM parts, printers or engines. The original warranty by the OEM printer / engine manufacturers (such as Epson ® , Ricoh ® , etc) is voided , customers should not expect nor contact the OEM printer manufacturer for support or warranty, all warranty claims should be addressed to PRINTNINJA3D LLC directly as PRINTNINJA3D LLC is the direct provider of the warranty. The warranty is valid for a period of up to 180 days from date of purchase (unless stated lower on the product page) for parts and labor provided that the unit is properly maintained and operated under normal use and that the customer has participated in PRINTNINJA3D LLC provided onboarding/training (if applicable) before operating the machine for the first time. This warranty does not authorize any on-site repair and is considered to be a “depot” warranty which requires that the unit or defective part must be returned freight paid by the purchaser to PRINTNINJA3D LLC in PA for repair. The customer is responsible for travel expenses in the event on-site service is needed to repair your machine. We will ship authorized warrantied products back to the purchaser and assume all freight charges. Warranty does not cover (a) Physical damage to the Product; (b) Damage caused by improper installation, failure to follow the proper instructions or to perform preventive maintenance, improper or abnormal use, misuse, neglect or accident (including but not limited to improper storage or transporting the Product without the proper preparation and/or packaging); (c) unauthorized adjustments, modifications or addition of accessories; (d) normal wear and tear or (e) external causes such as accidents or other actions or events beyond our reasonable control or the reasonable use of the product. Examples of scenarios not covered by warranty include but are not limited to print head clogs or electrical damage caused by physical liquid spills inside the printer. This limited warranty is VOID if The Product has been altered or modified in any way (including but not limited to attempted warranty repair without authorization from PRINTNINJA3D LLC and/or alteration/removal of the serial number). If a warranty claim is received from the customer and a product return is authorized, any such product is subject to inspection and testing on return. If a returned product is found to be damaged / defective or non-functional as a result of customer abuse, misuse, tampering, improper installation, improper usage (or any other non-warranty covered reason), the customer will be responsible to pay for all incurred shipping costs (including shipping of the printer to PRINTNINJA3D LLC for inspection, as well as shipping the product back to the customer), and the customer will also be responsible for any repair related costs should repairs be possible and offered to the customer. PRINTNINJA3D LLC reserves the right not to repair or not to offer repair services for any product that is returned for out of warranty reasons. We also honor the 1 Year Manufacturer’s Warranty on mechanical parts of your machine. It is a parts only warranty that does not cover shipping or labor for installation. Electronic components such as sensors are generally not included but can be. We communicate the issues directly with the manufacturer and decide. if they honor the warranty so will we. It is strictly case by case, and the customer is responsible for the shipping and labor to install the part.

You agree to indemnify, defend, and hold harmless PRINTNINJA3D LLC, its officers, directors, employees, agents, licensors and suppliers (collectively the “Service Providers”) from and against all losses, expenses, damages and costs, including reasonable attorneys’ fees, resulting from any violation of these terms and conditions or any activity related to your product usage (including negligent or wrongful conduct) by you or any other person using the product in an incorrect manner

Replacement parts such as print heads are available from either PRINTNINJA3D LLC and/or various alternative suppliers. Should a return for repair be necessary, PRINTNINJA3D LLC will provide assistance locating an approved shipping company. The unit must be insured for the full retail value. If the unit is shipped by a non-approved company or is not in original packaging when it arrives, PRINTNINJA3D LLC reserves the right to refuse the shipment. These steps eliminate potential for damage in shipping. If a returned product is found to be damaged / defective or non-functional as a result of customer abuse, misuse, tampering, improper installation, improper usage (or any other non-warranty covered reason), the customer will be responsible to pay for all incurred shipping costs (including shipping of the printer to PRINTNINJA3D LLC for inspection, as well as shipping the product back to the customer), and the customer will also be responsible for any repair related costs should repairs be possible and offered to the customer. PRINTNINJA3D LLC reserves the right not to repair or not to offer repair services for any product that is returned for out of warranty reasons.
Although every effort has been made to provide accurate specifications, PRINTNINJA3D LLC does not assume any liability for damages, whether consequential or incidental, that may result from the use or misuse of this product or from damage caused by unit modifications made by the user. PRINTNINJA3D LLC reserves the right to alter specifications in the manufacture of its products.

It is understood and agreed that PRINTNINJA3D LLC’s liability in contract, in tort, under any warranty, in negligence, in strict liability or otherwise shall not exceed the return of the amount of the purchased price paid by Buyer. Not withstanding the foregoing provision, under no circumstances shall PRINTNINJA3D LLC be liable for special, indirect, contingent or consequential damages (including but not limited to loss of profit, loss of use or production or loss of capital), even if it has been advised of the possibility of such damages.

The price stated for the equipment is a consideration in limiting PRINTNINJA3D LLC’s liability. No action regardless of form, arising out of the transactions under this Agreement may be brought by Buyer more than (1) year after the cause of action has occurred. Our warranty as specified is exclusive and no other warranty, whether written or oral, is expressed or implied. PRINTNINJA3D LLC specifically disclaims the implied warranties of merchantability and fitness for a particular purpose.
This warranty initiates from date of shipment to original customer. It is non-transferable.

This warranty does not extend to the print head or expendable parts such as dampers. This warranty does not cover a unit that has been subject to misuse, neglect, negligence, accident, or unit that has been operated in any way contrary to the manual and operating procedures specified by PRINTNINJA3D LLC. This warranty does not apply to damage resulting from improper maintenance, lack of proof of maintenance as outlined by PRINTNINJA3D LLC, improper shipping, damage caused by disasters, such as fire, flood, and lightning, improper electrical current, software problems, interaction with non- PRINTNINJA3D LLC products, or service other than by PRINTNINJA3D LLC.

Written authorization must be obtained from PRINTNINJA3D LLC before any unit or part will be accepted. Replacement parts are sent out via standard freight carriers such as UPS / FEDEX / USPS. Parts sent out prior to receiving a defective Product or part from the customer will be sent C.O.D., cost plus freight. Upon return of defective part, if it is deemed that the part was not damaged by customer but failed, the cost of the replacement part will be refunded.

THE WARRANTY AND REMEDY PROVIDED ABOVE ARE EXCLUSIVE AND IN LIEU OF ALL OTHER EXPRESS OR IMPLIED WARRANTIES INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY, NON- INFRINGEMENT OR FITNESS FOR A PARTICULAR PURPOSE. SOME LAWS DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES. IF THESE LAWS APPLY, THEN ALL EXPRESS AND IMPLIED WARRANTIES ARE LIMITED TO THE WARRANTY PERIOD IDENTIFIED ABOVE. UNLESS STATED HEREIN, ANY STATEMENT OR REPRESENTATIONS MADE BY ANY OTHER PERSON OR FIRM ARE VOID. IN THE EVENT THE REMEDIES ABOVE FAIL, PRINTNINJA3D LLC’S ENTIRE LIABILITY SHALL BE LIMITED TO A REFUND OF THE PRICE PAID FOR THE PRODUCT COVERED BY THIS LIMITED WARRANTY. EXCEPT AS PROVIDED IN THIS WRITTEN WARRANTY, NEITHER PRINTNINJA3D LLC NOR ITS AGENTS SHALL BE LIABLE FOR ANY LOSS, INCONVENIENCE, OR DAMAGE, INCLUDING DIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES, RESULTING FROM THE USE OR INABILITY TO USE THIS PRODUCT, WHETHER RESULTING FROM BREACH OF WARRANTY OR ANY OTHER LEGAL THEORY.

On-Site Installation Program

On Site Installation & Training Agreement

Thank you for participating in our on-site installation and training program. The purpose of this program is to get your newly purchased equipment running without putting the hassle and stress on you. Our service technicians will come onsite to your business and unpack, inspect, install, troubleshoot, and train your staff on the basic use and safety of the equipment. If you have purchased any additional warranties or programs with your package please let your technician know when they arrive. A preliminary inspection will be performed before we schedule a travel itinerary to ensure all of the contents are shipped and not broken. We will ensure all items are onsite and not damaged before we come to your location. Please follow the requests of our staff and do only what is required. If there are any missing items that prevent us from traveling we will rectify these issues on our end at no cost to you.

This service will take a minimum of 3 days with the possibility of 4 days to complete. We expect you to grant us access to your workspace during this time, and also request someone from your staff to be onsite with us at all times to ensure everyone’s safety. The installation time will range from 6-9pm and continue through the evening. Our technicians will work through the evening and pause installation before your business opens the next day. This rotation will continue until the installation is complete. This will take approximately 2 business days to complete with the goal being 1 working day. Once installation is complete, you will receive a direct installation report from the company and the technician will walk you through basic installation of your machine. Training will begin immediately after installing all equipment. Training will take approx 2 days to complete and will be 100% hands on by you and designated staff. We encourage you to include not more than 2 additional people to train with our staff for a total maximum of 3 staff members.

Training Day 1: 6-8 hours

Training Day 2: 6-8 hours

Pre-Installation Preparation:

Ensure that all purchased equipment, including the DTF printer, is delivered.
Confirm all necessary documentation, such as user manuals and training materials are available.
Confirm the installation date and time with the customer.

On-Site Arrival:

Arrive at the customer’s location at the start of the business day. We will confirm a start time based on our method of travel.

Conduct an initial site inspection to ensure the space is suitable for the printer.

**These units are a source of high power usage and require that all machinery have its own dedicated electrical circuit to run. This is mandatory and MUST be confirmed by our technician and relayed to headquarters before any work is performed. In the event this requirement is not met, we will schedule a time at a later date to perform the installation. The travel expenses for our technician will be billed to you and must be paid in full before we come back to your location. There will be no refund of any kind for the installation program and it will be considered forfeited, if you choose to not reschedule an installation appointment.

Installation:

After all safety checks are completed and approved, our technician will begin the installation process. Please have a staff member on hand to ensure the safety of our technician while onsite & also to assist them in putting together equipment if needed. This may not be necessary but sometimes the equipment can use a helping hand. Some of the installation steps will include:

Unpacking the printer and inspecting it for any damage.
Installing the printer according to the manufacturer’s instructions.
Connect the printer and shaker to the power supply and ensure it’s functioning correctly.
Testing the dedicated circuits for the equipment.
Working online with the manufacturer via remote access if necessary.
Testing prints and performing routine calibration steps for your printer
Installing software

**Please have a dedicated computer that matches the required specs of our service agreement. Internet access is also required to properly install your equipment. We cannot perform this service without, and there is a required internet speed in 250mbps on your network.

Training:

Training would begin immediately after installation of your equipment is completed. Depending on the time our technician may request some rest and come back to your location for a short evening session. We try to work together on a time that works for everyone. We ask that you are flexible and help us to make this as seamless as possible. If we cannot start training within 1 business day it will limit the time our technician can train you. We consider this a forfeit to training and assume that you are accepting the responsibility of the machine yourself. There will be no refunds of any kind in the event this scenario happens. Some of the process of training is listed below:

Provide a comprehensive introduction to the printer, explaining its features and capabilities.
Demonstrate how to operate the printer, including how to load the media, select the correct settings, and initiate a print job.
Explain how to perform routine maintenance tasks, such as cleaning and replacing parts.
Provide information on troubleshooting common issues.

Post-Installation Support:

Leave contact information for technical support in case the customer has any questions or issues after the installation.
Schedule a follow-up visit or call to ensure the customer is satisfied with the installation and understands how to use the printer.
Provide the customer with a copy of the installation report, which includes details of the installation process and any issues encountered.
Document any customer feedback for future reference.

This program is designed to help you use your equipment to the maximum of its ability and to give you the greatest chance for success. We want to eliminate many of the obstacles that come with DTFPrinting and give you a hands-on, personalized approach. Our goal is to get you running and making profits as fast as we can. We supply you with the highest quality level consumables and equipment to provide your business with a professional solution. This agreement is our proof of dedication to you and your business in providing a professional service to you.