Help Centre
Creating an Account
How do I register for an account?
ND Graphics is a business-to-business operation. To make a purchase, you’ll need to create an account with us.
How do I change account passwords?
Select the profile icon next to the checkout icon and select 'My Account'. Under the heading 'My Account Information', click 'Change Password'. Enter your current password, then your new password. Select Save.
How do I change administrative access?
If you do not have administrative access on your account and believe you should, please contact your account administrator.
What is the difference between Administrator and Shopper profiles?
“Administrator Account” – Administrators have full access to account statements, past purchases, orders in process, etc. whereas "Shopper Account"- Shoppers are able to place orders online, access past invoices and orders in process.
Finding a Product
How do I find the product I’m looking for?
Using search function, navigating through product and application categories, or creating a favourites list.
Why am I not seeing my price?
The prices shown on this site are your prices, however occasionally customer service will “override” a price at the time of order when a discount has not been entered in our system.
Stock/Inventory
Why did my product show in stock on the product page, and not in stock when I check out?
While the inventory showing is real time, a few things can affect actual stock levels; orders are allocated on a first placed basis, your order will only be processed when you submit the cart, if another order was placed before then, the stock will get allocated to the other order.
What do I do if a product is not in stock?
If a product appears as ‘Out of Stock’ you may still place your order.
Will the rest of my order be shipped if a product is on backorder?
Not immediately, when an item is placed on backorder a customer service representative will contact you within 2 business hours to discuss availability and shipment times, at this time they will also ask whether you prefer to ship the rest of the products in your order immediately, or wait for your backorder.
Account Statements and Past Purchases
How do I review my account statements?
Select the profile icon, click "My Account". On the left side of the page, under Customer Connect select "Account Invoices". Click an invoice from the list of past orders to view the details of the invoice you are interested in reviewing.
I have a large number of statements, how do I sort through them?
To review account statements you must be an Administrator on your account.
How do I review past purchases?
From the “My Account” drop down list at the top of the page, click on Account Invoices and select one to view more details.
Order Cancellation and Refunds
Order Cancellations
You may cancel your order at any time before shipping or picking up your order. Cancellations requested after a specified time frame may be subject to cancellation fees.
Refunds
If you have questions about our refund policy or want to check if you qualify, please contact us at 1-888-634-7274 or simply email your local branch.
Return Policy
Customers must request an RMA within 30 days for returns; restocking fees apply, and custom items are non-returnable.
Order Tracking
What do I do if my order is missing?
If your order is missing from the “In Process” list, it is likely that it has been shipped and has moved to “Past Purchases.”
When will I receive my order?
Shippable items are usually shipped the same day if ordered before 4PM local time. However, if you have items that are on backorder, or you have comments added, your order will need to be reviewed before shipping.
When will I get my backorder?
If a product you have ordered is ‘out of stock’ it will be placed on backorder. A customer service representative will contact you within 2 business hours to discuss any backorders.
How can I track my order?
Select Account Shipments and click on the order you would like to review. To get shipment details, click on the Pack Slip number, rather than the Order number.
Payment Methods
How can I pay for my order?
There are a number of payment methods available to you when placing your order, including cash/cheque, credit card, and account terms.
How can I pay my outstanding invoices online?
Log in > Customer Connect > Pay Outstanding Invoices.
What payment methods are accepted?
We currently accept only credit card payments (Visa or Mastercard) through our secure online portal.
Can I still pay by phone or by cheque?
Yes! While online payment with your credit card is the fastest and most convenient method, you can still make a payment over the phone using your credit card or by cheque.
Why don’t I have the option to pay cash/cheque?
If you have selected a ship method other than ‘Customer Pickup’ from the ship method list at checkout, you will not have the option to pay by cash/cheque as we do not accept cash on delivery.
How do I apply for ‘Account Terms’?
It is possible to pay for your purchase 'on account’ if you have account terms with us. You can apply for account terms by contacting your local ND Graphics Sales Representative.
Can I use available credits?
Yes, you can use available credits, but it depends on the type of credit.
Can I make a partial payment on an invoice?
Yes! You can enter a custom amount in the Total Amount to Apply field before selecting which invoices to pay.
What if I accidentally pay the wrong amount?
If you make an incorrect payment, please contact our Accounts Receivable team as soon as possible at accountsreceivable@ndgraphics.com .
Will I receive a receipt for my payment?
Yes, you will receive a confirmation email immediately after completing your payment. You can also check your payment history under your account.
Favourites Lists
What is a Favourites List?
A favourites list is a personalized tool that lets you save products you frequently purchase or plan to buy later.
How do I access my Favourites List?
To access your Favourites List, you need to be logged in to your account.
How do I create a Favourites List?
You can create a list as you shop, directly from your cart, or from your dashboard.
Can I create multiple Favourites Lists?
Yes! You can create multiple lists to organize products by category, project, or preference.
How do I use my Favourites List for ordering?
Open your Favourites list, adjust quantities, add items to your cart individually or in bulk, review your cart and proceed to checkout.
Can I edit or delete a Favourites List?
Yes! You can edit your list by adding or removing items or updating the list name.
Can I save my shopping cart as a Favourites List?
Yes, you can save all items in your cart as a new Favourites List or add them to an existing one. Simply click Save Cart as List in the cart section.
Are my Favourites Lists visible to others?
No, your Favourites Lists are private and only visible to you when logged into your account.
What happens if a product in my Favourites List goes out of stock?
If an item becomes unavailable, it will remain in your Favourites List, but you won’t be able to add it to your cart until it is back in stock.
Can I reorder items from a previous purchase or invoice?
Absolutely! You can use your Orders or Invoices to create or update a Favourites List.
