Brands/Labels

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Yes. All "DIETZGEN" branded products are available in Private Label. This is part of your account setup. Brands such as Magic and Validation are not available in Private Label.



Contact your sales representative or customer service to request these changes. Keep in mind label information usually takes 24-48 hours to be updated in our system. During this time, we do not hold orders to make changes effective. Label changes are generally ready for the next order.



While it is possible our label system had a technical error, most of the time when we hear this question the answer is that while that information is your system, it has not been uploaded to OUR system. You can review all custom item information we have in our system in the ALL REPORT found in the Account / Pricelist section.



Yes. Standard box labels are 4"x4" full color.



Yes. Contact your sales representative or customer service to request these changes.



Finance

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Only Samples and Clearance Items can be purchased without a wholesale / reseller account. All inquiries for new wholesale / reseller accounts are forwarded to our commercial team who will you contact you to validate your business meets the necessary requirements. If they decide to move forward creating an account, you will receive an email with all the necessary documentation.



Sample Rolls or Clearance Items can be purchased without a wholesale / reseller account. This type of limited account can be created by you directly registering on the website. Note that the official account is not created in our system until the first purchase.



Museo products are only sold in the US via our website shop.museofineart.com. This type of limited account can be created by you directly registering on the website. Note that the official account is not created in our system until the first purchase.



Dietzgen accepts the following payment methods on accounts receivable balances with no fee:

  • Checks
  • Checks by Fax
  • Bank Wire / ACH

Please contact our Finance Department for further details.



A $6.95 Small Order Fee (SOF) will be charged for all orders less than $250 starting October 21st, 2019. All other drop ship fees will be eliminated. You can read about it on our POLICIES page.



Effective November 1, 2019, Dietzgen will begin charging a 3% convenience fee to customers who choose to make a payment on their existing account balance with a credit card. The fee will be 3% of the amount being paid toward your account balance and will be added to your credit card payment. There is still no fee for paying by credit card at the time of purchase.



Packaging

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Most Dietzgen rolls are shipped using a double wall, kraft box and glued ends that has specially engineered for maximum protection. Certain items are shipped in overpack boxes to protect the interior box and brand labels.



We have a select portfolio of packaging that is available for purchase. Click here.



Pricing

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Price changes are generally announced via email.



Price sheets can be accessed in the My Account / Price Sheets section for a logged in user. You can also view line item pricing directly on any item once you are logged in.



Per our POLICIES page, all prices are subject to discontinuance and price change without notice. Price exceptions, special orders and contract prices will be re-evaluated at the end of every calendar year as a minimum. Items with limited or no sales activity will be removed from our system and default to standard pricing.



Some size item prices include a surcharge for setup and waste.



Some Non-Standard size item prices include a surcharge for setup and waste.



Products

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Country of Origin information is available by request.



Dietzgen has global partnerships and contracts with best in class manufacturers to produce products for our exclusive product portfolios.



Dietzgen products are manufactured without hazardous materials that would require them to have an MSDS if used in their intended application.



You can check the compatibility of our products by visiting the TECHNOLOGY PAGE of our website.



You can view the sizes of our products on our website at my.dietzgen.com.



Contact your local recycling facility to ensure they can accept the product you wish to recycle.



Fire testing data is available for our Magic Inkjet line of products. You can view that data on this PAGE.



No. Dietzgen and Dietzgen products are not FSC, PEFC, or SFI certified.



Sometimes we need to update the product specifications on the website or the data sheet. Usually the change is minor and it is a result of updating old system data, ensuring consistency or resetting the center point. Unfortunately, we are unable to send notifications for every change of product specifications.



Dietzgen offers some 40” wide products that may be used to calibrate a PageWide XL printer:

  • Dietzgen 745 (Item #745405-C) – 24lb Inkjet Coated Matte Paper
  • Dietzgen 746 (Item #74640K-C) – 36lb Inkjet Coated Matte Paper
  • Dietzgen 747 (Item #74736K3) – 46lb Inkjet Coated Matte Paper
  • Magic PPM7 (Item #73405) – 9 mil Universal Matte Coated Polypropylene


Unfortunately, we are unable to provide information on those products. Our company only acquired the rights to the media (printing materials) sector of the Dietzgen Corporation including use of the Dietzgen name. All information regarding Dietzgen tools, equipment and paper manufactured in the 20th century is not available in our records.



Quality Claims

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You can open a quality claim by sending an email to kEncEmailrvbmjuzAejfu{hfo/dpn.



  • PO or Invoice Number
  • Item Number
  • Defective Quantity
  • LOT Number
  • Picture(s) of Labels on Product Box
  • Description of Defect
  • Photo(s) of Defect

*Dietzgen may require additional samples and/or unused material to verify defect.



Credit may be requested up to One (1) year from purchase date.



No. All product return requests must be authorized by a Dietzgen representative. Returns made without prior approval and an RMA number will be refused.



A claim will be opened within 24 hours during normal business days. Claims may take up to 30 days for processing, evaluation and testing until credit is approved or denied.



If a claim is approved, credit is usually applied within 5-7 business days.



If a replacement is required before a decision is made on the initial claim, a new order must be placed with Customer Service.

*This does not guarantee approval of initial claim.



Upon receipt of product, if the material is not in resalable condition no credit will be issued.



Diazo product claims will only be opened if the claim is filed within 30 days from date of purchase.



Credit for your claim may have been denied for the following reasons?

  • Product was not in resalable condition when it arrived at a Dietzgen facility.
  • Insufficient evidence (samples/photos) was provided to determine the product was defective.
  • Product was tested by the Dietzgen print lab and it was not found defective.
  • Claim was filed longer than One (1) year after purchase date.


Unfortunately, you are not able to request or refuse a specific LOT number for a replacement order while you have an open quality claim. All Dietzgen inventory, based on a quality review by our manufacturing partners, is guaranteed to conform to the published specifications. Upon completion of a quality claim, any items | inventory | LOT numbers in question will either be deemed acceptable or defective and appropriate actions will be taken by a Dietzgen representative.



Returns

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You may view our return policy by visiting the POLICIES page on our website.



  • PO Number or Invoice Number
  • Item Number
  • Quantity of Product to be Returned
  • Picture(s) of Labels on Product Box


The return process will be begin within 24 hours during normal business days. Returns may take up to 21 days for processing, evaluation and credit.



Large returns or quantities returned above standard stock levels may be subject to a restocking fee of up to 25%.



Only STANDARD items can be returned to Dietzgen for credit.



NON-STANDARD items and items that are CUSTOM converted may not be returned to Dietzgen.



You may contact our customer service department by sending an email to customerservice@dietzgen.com. You may also contact customer service via telephone by calling 1-800-854-2341.

*All product return requests must be made in advance through a Dietzgen Representative. Returns made without prior approval will be refused.



Transportation for product returns must be arranged and paid for by the customer or as instructed by a Dietzgen Representative.



Credit will be applied to your account within 5 to 7 days after your return is received and inspected at a Dietzgen facility.

*Product must be unopened and unused in the original packaging to receive credit.



Products may not be exchanged for a similar product. A return must be authorized, processed and the product returned to a Dietzgen facility for credit. If a different product is required, a new order must be placed with customer service.



Sample Materials

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Visit the Magic Inkjet website. Then navigate to any product page and click the "Request a Sample" button.



Visit the Validation Proof website. Then navigate to any product page and click the "Request a Sample" button.



  • Magic Inkjet Products: No
  • Museo Fine Art Products: We offer unprinted 8.5x11 sample packs that you can purchase on the Museo website.
  • Dietzgen Products: Yes
  • Validation Proof Products: Yes
  • RitRAMA Products: Yes


Your sample request will be shipped via USPS within 1 to 2 business days of the request. It will take between 5 to 7 business days to receive it.



Yes. Swatchbooks are available through an authorized brand reseller or Dietzgen sales representative only at this time.



The Dietzgen “SAMPLE CENTER” is now open in our Tampa headquarters’ location. All products offered by Dietzgen have been assigned a sample roll item number – SRXXXX. SAMPLE ROLLS are all produced to order in our Tampa, Florida facility. Most samples will be 36” x 15’ on a 3’ core with a 2” adapter for compatibility on most printers with an approximate lead time of 5 business days. Shipping charges will apply to these items.



All Dietzgen products (Magic, Validation, Dietzgen and other brands) now have Sample Rolls available for purchase.



Sample rolls are available for purchase through an authorized brand reseller only at this time.



All Dietzgen products (Magic, Validation, Dietzgen and other brands) now have Sample Rolls available for purchase. Prices have been added to customers’ account and are available to view on my.dietzgen by line item or on downloadable price sheets.



Sample Rolls or Clearance Items can be purchased without a wholesale / reseller account. This type of limited account can be created by you directly registering directly on the my.dietzgen website. Note that the official account is not created in our system until the first purchase.



Dietzgen does not allow customers to ship using their own freight accounts but with our best in class Transportation Management System and aggressive freight pricing you can be confident that the amount you are charged for freight by Dietzgen will be less than you would have paid directly to the carrier.



Unfortunately, no. Sample rolls are not available for will call.



Per our updated policy, only STANDARD items are eligible for return.



Shipping

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STANDARD ITEMS:

These are items that are stocked in multiple distribution centers and are available for same day / next day shipment.

NON-STANDARD ITEMS:

These are items that are primarily not stocked. These items have an approximate lead time of 5 business days + shipping.



Dietzgen does not allow customers to ship using their own freight accounts but with our best in class Transportation Management System and aggressive freight pricing you can be confident that the amount you are charged for freight by Dietzgen will be less than you would have paid directly to the carrier.



For freight shipments, make sure the delivery receipt is marked as damaged and you keep a copy of the delivery receipt as proof. On small package shipments it is not necessary to notify the delivery driver of any damage. Once the delivery driver leaves immediately contact Dietzgen customer service to notify them of any damage or loss and they will begin the claim process. Please see the “Freight Policy” section of our POLICIES page for more details.



All freight quotes provided are estimates only and are subject to change for various reasons.



When ordering by phone or email make sure to advise customer service that a delivery appointment is required and provide the contact person and phone no. When ordering through the Dietzgen website click the “Delivery Notification” box and it will allow you to enter the necessary information to make sure the carrier makes an appointment.



When ordering by phone or email make sure to advise customer service that a liftgate and inside delivery are required. When ordering through the Dietzgen website click the “Liftgate” and “Inside Delivery” boxes to ensure that the delivery carrier knows that you need these services.



Dietzgen utilizes a best in class Transportation Management System that rate shops your order across multiple modes and carriers to ensure that your order is always delivered in the most economical method.



Unfortunately once your order is in shipping status we can not make any changes. Please contact Dietzgen customer service to discuss options for returning items that were ordered in error or are no longer needed.



When the Dietzgen warehouse has the order ready you will receive an email confirmation that will include your Dietzgen order no. that your driver will need to provide at time of pick up.



Technical Support

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You may contact our product support department by sending an email to productsupport@dietzgen.com.



ICC profiles may be available for download on the product page or by visiting the ICC profiles link in the navigation menu of the website.

If an ICC profile is not available for the product, we recommend searching for the Heavy Weight Coated Paper profile on your OEM's profile library. Print a small image, approximately 8.5"x11", to determine if the output is acceptable and adjust it if necessary. For raster lines, dry times or coalescence, increase the print quality / DPI options.



  • You may need to increase dry times or coalescence.
  • You may need to increase the print quality/DPI options.

Aqueous Printers:

  • Check that you are only using a setting with PHOTO BLACK ink on any product that is NOT a fine art paper. (MATTE BLACK ink will not dry on any product other than fine art paper)

Solvent or Eco-Solvent Printers:

  • You may need to increase the print head pass count.
  • You may need to increase the pre and post heat temperature.
  • You may need to add/increase the pass delay of the print heads.

Latex Printers:

  • You may need to increase the post heat curing temperature.
  • You may need to perform an "optimizer check plot" if applicable to your printer.


  • Surfaces painted with matte paint, paint with silicone, graffiti-resistant or texturizing additives must be avoided to prevent failure of the adhesive.
  • Paint must cure for 30 days before applying the product.
  • The surface must be clean, dust-free and free of any oils and grease.
  • Avoid surfaces with a pronounced texture (orange peel, knockdown or bumpy walls) before applying the product.


  • Make sure the media is acclimated to the printer environment for at least 48 hours.
  • Check the Media Type setting. Make sure it is correct for the media you are using in the printer.
    If the exact media type is not available in the printer driver, choose a media setting with a similar material type and thickness.
  • Make sure the printable side is face-up when loaded in the printer. Also, make sure the media is compatible with your ink type.
  • Check for an ink leak inside the printer. Clean up excess ink inside the printer using a soft, clean cloth.
  • Clean the printheads. Use the printer’s Head Cleaning utility or manually clean the print heads.


  • Check that the ink cartridges have not exceeded their expiration date. The expiration date is on the cartridge label.
  • Check the Media Type setting. Make sure it is correct for the media you are using in the printer.
    If the exact media type is not available in the printer driver, choose a media setting with a similar material type and thickness.
  • Clean the print heads. Use the printer’s Head Cleaning utility or manually clean the print heads.
  • Check the levels of the ink cartridges. Replace ink cartridges if they are low or empty


Pinch roller tracks are usually a result of improper temperature settings on your printer, but could also be caused by dirty pinch rollers. They typically appear at the beginning of a print and disappear 1-2 feet into the print.

  • Clean the pinch rollers on the printer.
  • Lower your pre-print heater by 5 degrees Celsius or Raise your print heater by 5 degrees Celsius.
  • Before printing a file, allow the printer to reach the set temperatures for the media. Then advance the media 6-12 inches past the heaters and immediately send the file to the printer to start printing.


Clean your printer thoroughly of dust and debris that could stick to the product. The adhesive side of the window perf is the print side. Do not use the take-up reel with this type of product. For large projects or overnight runs, lay a piece of non-stick backer on the floor for the product to lay on.

You can read more NEWVUE printing tips on the Magic Inkjet website and download a NEWVUE instruction guide.