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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.



Coupon Codes

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Coupon Code Offers are valid on qualified purchases per the effective date of the coupon, unless otherwise limited. Limit 1 coupon per purchase and per transaction. Limit 1 per customer (company). Valid for one-time use only. Sales tax, shipping & handling charges may still be applied to your order. This offer is not redeemable for cash or gift cards, nor is it valid toward previous purchases. Offer may not be combined with any other coupons, discounts, offers, or promotions. Void if altered, copied, transferred, auctioned or sold. Offer not valid for prior purchases. Other restrictions may apply.

 



Intentional or unintentional misuse of Coupon Codes will result in either order Cancellation or order fulfillment and correction on the final credit card charge or invoice



Make sure you are typing or pasting the Coupon Code correctly. Make sure the product(s) you are purchasing are part of the promotion.



Drop Shipping

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Yes. Any Dietzgen order can be drop shipped. There is no additional fee or setup required. The “Ship To” address provided on your order simply needs to reflect the desired location and contact.



The label on the box will be the same regardless of where the order is shipped. The Dietzgen label system utilized a corporate managed database that routes logos and product information to the printer at the distribution center that picks and ships your order. The label will be the same regardless of which location ships the order and whether it is drop shipped or shipped to your own warehouse.



Dietzgen does not charge a drop ship fee, however Dietzgen does charge a standard $6.95 small order fee for orders under $250.



Orders are routed to a network of distribution centers strategically located across the country to minimize freight costs and reduce transit time. Your order will ship from the distribution center that is the closest to the ship to location and has available inventory.



Unfortunately, Dietzgen does not allow for customer to select the distribution or carrier. 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.



See standard answer in SHIPPING section.



See standard answer in QUALITY section.



All Dietzgen orders ship blind. This means that all paperwork that is included with the order referenced “Distribution Warehouse”



Any order / shipment is subject to the tax liability of the of the initial transaction (ie, Dietzgen (the seller and the purchasing company)) appropriate to the "ship to" location of the order. Dietzgen contracts with Avalara to determine and define the appropriate taxes on every order. Please note, when an order is drop shipped, a resale certificate is required for the "ship to" jurisdiction. Even if your company has a resale certificate on file with Dietzgen that covers your routine purchases shipping to you, you must have an additional resale certificate for the "ship to" jurisdiction of the drop ship for taxes to be withheld on the order.



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.



Office Closure

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Your shipment will be processed as usual the next business day.



Your order will be entered as usual and processed the next business day.



Pricing

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If a price in our system does not match a price on a PO, customer service will contact you to inform you of the discrepancy. Please be sure to verify all prices upon receiving the Dietzgen order confirmation.



Orders are entered per the price in the system. For new items or specific quotes, prices may not match on the order confirmation but will be corrected before invoice or as a credit.



If you have a valid pricebook with prices that are different than what is on your order confirmation, please contact customer service and provide a copy of the pricebook including the date range so we can review the discrepancy.



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.



MSRP pricing is a common tool used by manufactures and brand owners to bring consistency and stability to market pricing.



The MSRP price is calculated based on market research and competitive pricing.



At times, Dietzgen offers certain brands / products / items at or below market pricing (below MSRP) as part of a promotion, products launch, or obsolete inventory sale.



At times, Dietzgen offers certain brands / products / items at or below market pricing (below MSRP) as part of a promotion, product launch, or obsolete inventory sale.



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.



Unfortunately, Dietzgen does not provide CoC documents for our products. However, we do provide data sheets for our products. Data sheets can be viewed by visiting the product page on our website.

Dietzgen’s commitment to our customers and end users is that our products comply with the specifications on the product data sheets.



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.



All specification values are published as targets with an acceptable range above and below the target. Product specifications are published by manufacturers to provide general guidelines for specification information. Normal variation in raw materials and manufacturing process can result in minor batch to batch variation that does not impact the overall product’s fit for use in the intended application.



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.


Quality claims will only be credited by Dietzgen when a product is determined to be defective due to a manufacturing issue.

Product damaged during the shipping process is not defective as the issue would need to have occurred during the manufacturing process.



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, CLEARANCE 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.



Please CLICK HERE to receive a FREE TEST KIT of any Ritrama brand product.



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 to purchase.

Please CLICK HERE to view available swatchbooks.



The “SAMPLE CENTER” is now open in our Tampa headquarters. All brands and products offered by Dietzgen have been assigned a sample roll item number – SRXXXX. SAMPLE ROLLS are all produced to order. 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.

Dietzgen Sample Rolls

Magic Sample Rolls

Validation Sample Rolls

Ritrama Sample Rolls

PaperTyger Sample Rolls



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 at REGISTER HERE

*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.



Shipping claims filed for damaged product may be denied when the product is received at its destination, but the damage was not notated to the shipping carrier on the delivery receipt.

It is important to inspect all boxes at the time of delivery and immediately notate or report the shipping damage to the freight carrier. Failure to report the damage may result in a denied claim and no credit will be issued to the account.



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.



You will receive an email confirmation (that will include your Dietzgen order number) when the Dietzgen distribution center has processed your Will Call Order.  Please do not send your driver until you receive this confirmation.  Your driver will need to provide the Dietzgen order number at time of pick up. All Will Call Orders must be picked up within 48hrs.



Unfortunately no. Dietzgen operates multiple distribution centers throughout the country. Orders are routed to the closest distribution center that has inventory to fill the order. We make every effort to ship orders complete from one distribution center, but we cannot guarantee a complete shipment.


 


Taxes

(effective July 1, 2020)

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Yes. If you have an existing account, please forward your filled out resale certificates to tax@dietzgen.com. It usually takes 3-5 days to validate your certificate(s).


Yes. If you are in the process of creating a new account with our sales team, please forward your filled out resale certificates to tax@dietzgen.com. Our tax department will work with you to get those documents sent to our tax partner and get your account correctly established as tax exempt. Once all the proper documents have been validated (usually takes 3-5 days) they will contact you to let you know everything is done and your account will be tax exempt for all future orders.**Please Note - Any orders placed before your resale certificates have been accepted by Avalara will be charged tax. Check the FAQ below about crediting tax after placing an order.


Yes. If you do not have an existing account but you would like to make an online purchase, please register an account on the website. This will officially create an account in our system. Then forward your tax certificates to tax@dietzgen.com. Our tax department will work with you to get those documents sent to our tax partner and get your account correctly established as tax exempt. Once all the proper documents have been validated (usually takes 3-5 days) they will contact you to let you know everything is done and your account will be tax exempt for all future orders.**Please Note - Any orders placed before your resale certificates have been accepted by Avalara will be charged tax. Check the FAQ below about crediting tax after placing an order.



Many states and jurisdictions have their own forms and requirements. Read each form carefully and make sure you are filling out all of the required fields.

Some common requirements include:

Buyer - "Your company name" as the buyer

Seller - "Dietzgen Corporation" as the seller of record

Certificate Number - The state resale certificate number

Signature - All forms require a signature

Expiration - Make sure the date range is valid

Type of Sale - Indicate “For Resale” if required on each certificate

Document Quality - Cannot be a photo or phone capture. Should be a high resolution scan or a PDF document



There has been a drastic change to state sales tax laws due to the recent supreme court ruling in South Dakota v. Wayfair, Inc. Specifically, what constitutes economic nexus. If you would like more information please visit the Avalara website Avalara.com

If you are being charged tax, Dietzgen does not have an accepted resale certificate for the state the shipment was sent to. You can forward your tax certificates to tax@dietzgen.com. Our tax department will work with you to get those documents sent to our tax partner and get your account correctly established as tax exempt. Once all the proper documents have been validated (usually takes 3-5 days) they will contact you to let you know everything is done and your account will be tax exempt for all future orders.



There has been a drastic change to state sales tax laws due to the recent supreme court ruling in South Dakota v. Wayfair, Inc. Specifically, what constitutes economic nexus. It is not your nexus that determine taxability in a state, it is Dietzgen's nexus (as the seller / shipper as far as the state is concerned). If you would like more information please visit the Avalara website Avalara.com

If you are being charged tax, Dietzgen does not have an accepted resale certificate for the state the shipment was sent to. You can forward your tax certificates to tax@dietzgen.com. Our tax department will work with you to get those documents sent to our tax partner and get your account correctly established as tax exempt. Once all the proper documents have been validated (usually takes 3-5 days) they will contact you to let you know everything is done and your account will be tax exempt for all future orders.



If you are being charged tax, Dietzgen does not have an accepted resale certificate for the state the shipment was sent to. It is possible you don't have a resale certificate for that state / juristiction or that you resale certificate was missing required information and was rejected by our tax partner Avalara. Please review your submission and forward your tax certificates to tax@dietzgen.com. Our tax department will work with you to get those documents sent to our tax partner and get your account correctly established as tax exempt. Once all the proper documents have been validated (usually takes 3-5 days) they will contact you to let you know everything is done and your account will be tax exempt for all future orders.



Yes. Tax liability can be corrected and credited ONLY within the calendar month of the order / invoice.

First - Forward the order confirmation or invoice with your tax certificates to tax@dietzgen.com. Our tax department will work with you to get those documents sent to our tax partner and get your account correctly established as tax exempt. Once all the proper documents have been validated (usually takes 3-5 days) they will contact you to let you know everything is done and your account will be tax exempt for all future orders.

Second - Contact customer service customerservice@dietzgen.com. You will need to provide your account # and the invoice number that you would like credited. Once all the proper documents have been validated (usually takes 3-5 days) Our customer service department will work with our tax department to credit the tax on the invoice.



Dietzgen has partnered with Avalara to manage tax compliance. If you would like more information please visit their website Avalara.com



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.