Resources FAQ

Order & Financing Questions

How do I place an order?

It’s easy to order from Identity Group. To order stock signs,
  • Choose ADA signs from top menu
  • Select an item to view more information
  • Add item(s) to your shopping cart
  • Verify quantity, sign type, and color
  • Log into your account or checkout as a guest
To order custom brand signs
  • Log into your account
  • Choose a product from the navigation
  • Select an item to view more information
  • Add item(s) to your shopping cart
  • Verify quantity and sign type
  • Checkout

Where is my order?

You can track your order HERE.

Help. Something is wrong with my order.

We’re sorry to hear that your order didn’t arrive as expected. Please reach out to our customer service team HERE to let us know.

Can I change my order?

If you have a change to your order, please reach out to our team HERE, and we’ll see how we can accommodate you.

Can I cancel my order?

Once your order is submitted, it will immediately flow into our production process. Due to this, we are often unable to allow cancellations, but you can check with our Customer Service team.

What forms of payment are accepted?

Identity Group is able to process orders using any major debit or credit card, including Visa, Mastercard, Discover or American Express. You will be required to enter a credit card number, expiration date, security code and the cardholder name.

For those who have existing customer accounts with Identity Group for brand signs, your specific financing terms will be specified in your account. If you need further assistance with financing, please reach out to customer service.

Are state taxes charged?

Yes, you will be charged sales tax based on the state in which your signs are shipped to.

What should I do if my organization is tax exempt?

Not a problem. You can fill out our tax exempt form here, or reach out to our customer service team. They’ll be happy to help get your account switched over to tax-exempt status.

Can I place a bulk order?

Bulk orders are possible on our website. You can do this by yourself, or reach out to our Customer Service team to help get you signs that you need.

Account Questions

How do I access my account?

To login to your account, go to the top navigation and click on ‘login’ in the top right corner of the screen. Enter your username and password when promoted and click the ‘login’ button.

How do I change my password or account information?

To edit your account information or password, first you must login to your account. Once you’ve login, proceed to the ‘account information’ section to change your account information.

I forgot my password. What should I do?

If you forget your password, go to the top navigation and click on ‘login’ in the top right corner. On the login screen, you can enter your username and password OR click the ‘forgot my password’ button. Follow the steps as prompted.

Shipping & Return Questions

How long will it take to receive my order?

This will depend on a number of factors, including the sign(s) types included in your order, the number of signs ordered and the shipping method selected. When your order does ship, you will receive an email that contains a tracking number for easy tracking of your order.

UPS shows that my package was deliver, but it didn’t arrive. What happened?

Call our customer service department immediately. We’ll work with UPS to find your order.

How much is shipping?

Your shipping charge will depend on your location, the size of your order, the shipping option chosen, and if applicable, your company’s negotiated contract with Identity Group or your shipping provider.

How can I be sure that my package will arrive safely?

We package each order with copious amounts of padding to ensure that your signs arrive in pristine condition. If your signs arrive broken or damaged, please call our Customer Service team immediately and we’ll work with you to correct the situation.

What is your return policy?

Stock products:

We do everything in our power to produce the best quality products. If you’re unhappy with your purchase of ADA Stock Signs within 30 days of your order arriving, please let us know. If it’s a mistake on our end, we are happy to send you a replacement sign on us. Issues covered under the return policy are:

  • Sent the wrong sign
  • Manufacturing defect
  • Damaged upon arrival (see below for shipping damage policy)

If you ordered the wrong sings and would like to return them, we ask that you create a shipping label and send it back to Identity Group with the original packing slip. Once the order arrives at our facility, you will be refunded the price of the order minus a 15% restocking fee.

Please address your stock sign returns to:

Identitygroup.com Returns

1480 Gould Drive

Cookeville, TN 38506

Floor Graphics, Sneeze Guards & Other Social Distancing Products:

Products are not returnable. However, if you’re unhappy with your purchase of any stock social distancing products, such as floor decals, sneeze guards, etc., please let us know within 30 days of the package arriving. If it’s a mistake on our end, we are happy to send you a replacement on us within the standard production time.

Issues covered under the return policy are:

  • Sent the wrong product
  • Manufacturing defect
  • Damaged upon arrival (see below for shipping damage policy)

IdG Studio signs: 

If you’re unhappy with your purchase of IdG Studio signs within 30 days of arriving, please let us know. If it’s a mistake on our end, we are happy to send you a replacement sign on us within the standard production time.

Issues covered under the return policy are:

  • Sent the wrong sign
  • Manufacturing defect
  • Damaged upon arrival (see below for shipping damage policy)

At the end of the design process for IdG Studio signs, customers are provided a rendered image of their finished signs. Customers must agree that the rendered sign is correct, with no mistakes, prior to ordering. If a customer agrees to place an order for a sign that includes typos or any other discrepancy, these are not covered under the Identity Group return policy.

Branded Signs:

For customers looking to return branded signs, please reach out to your designated sales representative to discuss the details of your return.

Damage from Shipping:

Identity Group uses UPS for all our shipping. If your order arrives damaged, reach out to our Customer Service team and we’ll work with UPS. In the meantime, we’ll send a new product to you within the standard production time.

Refunds:

Refunds requested for any reasons other than those listed above or after the 30-day period will be reviewed by our Customer Service team on a case by case basis.

Exclusions:

Any issues that happen after a customer has successfully received their sign are not covered under Identity Group’s return policy, including:

  • Improper installation or maintenance
  • Misuse or neglect of signs
  • Normal wear and tear
  • Vandalism
  • Repairs or modifications by anyone other than Identity Group
  • Products that the customer or any other third party modify or alter
  • Placement of ADA Products

Product Questions

What material(s) are your ADA stock signs made with?

All of our stock signs are made from a durable, light-weight plastic.

What material(s) do you use for your brand signs?

Our custom signs use a variety of different materials such as acrylic, laminates, corian, woods, polycarbonate and more. No matter what you’re looking for, we can make it happen.

Is there a product warranty?

  • Identity Group is not responsible for code compliance issues due to local officer interpretations or designs by others. We strive to provide signs that meet local, state and federal codes, and to inform our clients of compliance issues prior to project approval or fabrication.
  • Architectural conditions such as lighting levels, wall colors, and available mounting area may impact a sign’s effectiveness, communication, and code compliance.
  • If you have other concerns about your order, please contact Identity Group’s customer service team or your sales representative.

ADA Regulations and Signs

Are all of your signs ADA compliant?

Yes, all of our signs are ADA compliant.

How do I know if my signs are ADA compliant?

Check out our quick guide to ADA compliance HERE.

For a full resource, please see the most recent ADA Standards HERE.

What buildings are required to have ADA signs?

All public facilities where the completed application for a building permit or permit extension is filed after Jan. 26, 1992 and the facility will be occupied after Jan. 26, 1993 must comply with all aspects of the law.

Alterations to facilities: Any alterations after January 26, 1992 must comply with the maximum extent feasible to make the facility readily accessible by individuals with disabilities.

Do all signs require raised (tactile) characters and braille?

Short answers: No, not all signs require raised characters and braille.

However, signs that identify a permanent room or space require Grade 2 braille and tactile text. This includes things like restroom signs and any other room identification signs.

Signs that provide general information about a space or area do not require tactile braille and letters. Examples of these types of signs include no smoking signs, directories and temporary signs (posted fewer than seven days).