Frequently Asked Questions

1.How can I contact Foster Keencut?

2.What are the product warranties?

3.Can I get another copy of my Instruction Manual?

4.Are your products in stock?

5.What are your hours?

6.Does Foster Keencut sell used equipment?

7.Why do I need to supply my own tabletop for my workbench?

8.What countries do you ship and sell to?

9.Do you accept purchase orders?

10.How do I become an Authorized Dealer for Foster Keencut?

11. How are items shipped and when will my order deliver?

12.What is the $20 service charge for?

13.What equipment requires a skid charge?

14.How much does shipping cost?

15.Is there a minimum order requirement?

16.What if I need to return an order?

17.My shipment arrived damaged or missing parts?

18.Does Foster Keencut offer replacement parts or repair older equipment?

19.What products have Serial Numbers and where can I find that number?



1.How can I contact Foster Keencut?

Foster Keencut
204 B Progress Drive
Montgomeryville, PA 18936

Toll Free:800-523-4855 * Phone:267-413-6220 * Fax:267-413-6227

To e-mail us, contact us here.

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2.What are the product warranties?

Manufacturer’s Warranties:

Our major manufacturers also stand behind the quality craftsmanship of their products, offering unprecedented warranties, installation and training opportunities.

Keencut Cutters and Trimmers:

Advanced Rotary Cutter (ARC), Evolution-E2, Excalibur 1000x & 5000, Sabre Series 2 GPC, SteelTraK, Table Edge Rotary Trimmer, Javelin Series 2, Javelin Integra, Simplex, Max, Ultimat Futura, Ultimat Gold, Artist Plus, Flexo Plate Cutter

All Keencut products include a 5-year parts warranty (excluding blades, clamp strips, site line strips and cutting wheels) and a 20-year warranty on the bearings.

Keencut Accessories, Workbenches, Storage

Big Bench, Big Bench Xtra, Proteus Workbench, Evolution Workbench, Matboard Storage, Lift & Hold Mechanism, Heat Knife Holder, Laser-Trued Steel Tip Straight Edges, Mat Cutter Upgrade Kits

All accessories, workbenches and storage units include a 5-year parts warranty.

Rotatrim Trimmers

DigiTech+, MonoRail, Professional, Technical, PowerTech*

All Rotatrim trimmers carry a 5-year parts warranty (excluding cutting wheels, motors and clamping strips)

*The Rotatrim PowerTech, which meets stringent ISO: 9001 manufacturing standards, carries a one-year warranty under normal use.

Inglet Cutters

Verdi Twin & Verdi Basic

All Inglet cutters include a one-year parts warranty (excluding blades).

Foster Cutters

Econocut

The Econocut includes a one-year limited warranty (excluding cutting wheel and clamping strip).

Gorilla Gripper & LegUp Panel Lift

Both Products carry a lifetime warranty against defects in materials and workmanship. The guaranteed lifting capability for the Gorilla Grippers is 200 pounds.

On-A-Roll Lifter

The On-A-Roll Lifter™ includes a 2-year warranty on all wheels, hydraulics and the media tray and a 5-year warranty on the cross bars.

HSGM Heat Knife

The HSGM Heat Knives come with a 1-year limited warranty for manufacturer defects.

All Foster Keencut products are inspected before shipment and believed to be free from any defects in workmanship. Foster Keencut cannot be responsible for tools that show excessive wear or damage resulting from misuse, accidents or abuse.

These warranties do not cover any product that has been altered, modified or damaged, neglected, accidently dropped or improperly used. If any of the previous occurs, the warranty shall be considered null and void.

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3.Can I get another copy of my Instruction Manual?

Yes. Our products are shipped with a CD or instruction book that will help you with installation, maintenance and how to use them. The Rotatrim Professional trimmer’s information is located under the base of the machine. For a new copy of your manual or parts diagram, please visit (Download Manuals- link to: http://www.fosterkeencut.com/Resources/DownloadManuals/tabid/969/Default.aspx), calling 800-523-4855 or e-mail contact us here. Our SteelTraK and Evolution Manuals are not located on our website but we would be happy to e-mail them to you directly.

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4.Are your products in stock?

Our goal is to ship all orders usually within 24 hours. Most items are usually in stock. At the time your order is placed, we notify the purchasing Foster Keencut Dealer of any backordered items. For orders with multiple items, we hold all orders until they can ship complete unless we are advised to ship partial quantities.

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5.What are your hours?

Foster Keencut is open Monday – Friday from 8:30am to 5:00pm EST. Our warehouse is available for shipping and receiving Monday – Friday from 9:00am to 4:00pm EST.

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6.Does Foster Keencut sell used equipment?

Yes, please check our Red Dot Specials list for all refurbished and discontinued products. This list is updated as products are sold out and as new items are added. All refurbished cutting equipment is sold with Foster Keencut’s new product warranties.

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7.Why do I need to supply my own tabletop for my workbench?

Foster Keencut does not supply the worktops for any of our workbenches. We do list all recommended worktop sizes on our website on each respective bench page. We recommend using a MDF or Finished Plywood worktop and the worktop thicknesses are available in standard sizes so that you can acquire these tops at most hardware stores. This allows you to have a customized table-top option and also keeps shipping costs down. Due to the size and heavy weight of these tops, we would have to ship them by truck which would increase the shipping rate on all benches. We would not be able to guarantee that the worktop boards arrive in a clean, unharmed condition due the materials shipping by LTL or using other carriers.

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8.What countries do you ship and sell to?

Foster Keencut distributes into North America, South America and Central America. Orders ship from Montgomeryville, PA 18936 and freight will be prepaid and shipped using the most efficient method. Foster Keencut is not responsible for any brokerage, customs, tariffs, or other related fees. We simply ship the product to your location and you (the customer) are responsible for any fees that are related to shipping over border lines.

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9.Do you accept purchase orders?

As a distributor, we sell through a global network of local dealers. Orders will only be accepted from active Foster Keencut dealers. Foster Keencut dealers know our products, but more importantly, they know you, our customers, and can meet your individual needs. Please contact your dealer for pricing and more information.

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10.How do I become an Authorized Dealer for Foster Keencut?

We’ve partnered with carefully selected dealers who can work with your shop to provide a total solution. Our partners understand our cutters and trimmers, but they also are vastly knowledgeable about inks, media, substrates, software, printers and laminating processes.

To find out more about how you can add finishing equipment to your product line through Foster Keencut, please e-mail us: contact us here. We look forward to discussing these opportunities about partnering together.

For additional information on the new Foster Keencut Certified Dealer Training program, contact us here.

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11. How are items shipped and when will my order deliver?

Orders ship F.O.B. Montgomeryville, PA 18936. Freight will be prepaid and shipped using the most efficient method. Foster uses a variety of shipping methods to assist with keeping the order at the lowest cost. When products shipping weights exceeds 150 pounds and or over 108”L; products will be shipped by truck LTL. If going to a residential address, additional charges apply. Let us know at the time of the shipment to avoid any additional charges.

Most products are in stock for immediate shipment through our network of reliable freight carriers – usually within 24 hours. All orders receive a confirmation and you’ll be notified if there is a delay. A $20 service charge is applied to equipment orders over $100.00 and a $50 skid charge is applied for all truck orders that require a skid. We take pride in taking care of how our items are shipped to eliminate any shipping damages.

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12. What is the $20 service charge for?

A $20 service charge is applied to equipment orders over $100.00. The $20.00 service charge is only applied once to an order, regardless of multiple items on one order or shipment. This charge is for package and handling of our equipment so that it can ship safely to your location.

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13.What equipment requires a skid charge?

The $50.00 Skid charge will apply to orders that require a skid to transport products safely. In most cases, single item truck shipments can be walked on the truck and do not ship with a skid. This would apply to any Evolution-E2, Javelin Series 2, Javelin Integra, Sabre Series 2 GPC or Simplex Cutter Bars. If multiples of these items are shipped at the same time, it would require us to band them to a skid, and the $50.00 charge would apply. Additionally, if a cutter and bench are purchased together, then we would need to band it all to a skid.

Some exceptions would be the ARC and Max. 100” & 120” ARC’s and MAX cutter bars.

Steeltraks and Excaliburs are very heavy, and are difficult to handle long distances without a skid, so they would also get the $50.00 Charge.

Media Lifters and Verdi Cutters are already crated from the factory and do not require a skid. Even multiples would not require a skid charge.

The $50.00 skid charge is only applied once to an order, regardless of multiple skids on one order or shipment. This is intended for estimates only. Situations might vary depending on the item, quantity and shipping location which will be reviewed by Foster Keencut’s customer service representatives before shipment is finalized to ensure a safe delivery of your equipment.

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14.How much does shipping cost?

Shipping estimates are available to Foster Keencut’s authorized resellers. The amount of your shipping charge is an estimate. The shipping estimate is based upon the product’s shipping classification, weight, transit time, and total of your order. Your order will be reviewed by Foster Keencut's customer service representatives before paymentis finalized. This is for accuracy of your order, inventory and adjustments to shipping charges. There are no additional charges for drop ship orders from Foster Keencut to your customer’s location. Additional services requested but not quoted may be invoiced separately. This includes Lift Gate, Inside Delivery, Guaranteed Delivery, Residential Delivery, etc.

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15.Is there a minimum order requirement?

There are no minimum order requirements. If all you need is just one small part or a box of blades, please don’t hesitate to order the quantity that you need in order to keep your machine running smoothly.

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16.What if I need to return an order?

30-day, no-hassle, money-back guarantee on all products:

Returns without a Return Goods Authorization number will be refused. Products that are returned in “Like New” condition can be returned within 30 days from the date it is drop-shipped from our location.

Parts:

Any parts or items missing from the shipment must be claimed within the 30 days. Please fully check the inside of the box as some parts may shake loose during shipping. Any items claimed after the 30 days could be subject to an additional charge.

Cutter Performance:

If the cutter isn’t cutting what it’s intended for, then your local Dealer and Foster Keencut will work with you to get the cutter to the performance that it should be, exchange the cutter or take back the cutter at no additional cost.

Ordered Wrong Item:

If the wrong item was ordered, Foster Keencut will take back the cutter and you will be responsible for shipping. If there are signs that the cutter, stand, stand pack, workbench or accessories has been used or missing original packaging materials, then you could be subject to a 25% restocking fee on the cost of the cutter. If any components or original packaging is missing upon the return, you will be charged for the cost of the missing parts.

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17.My shipment arrived damaged or missing parts?

In case of product shortage or damage, notify the delivering carrier and your Foster Keencut Dealer to file a claim promptly. Please verify that you received the correct piece count that is stated on the Bill Of Lading to ensure that you have received all components. If your delivery is not properly received as damaged or with a quantity shortage, Foster Keencut cannot guarantee a replacement. We will try to work with you and the shipping carrier to replace those missing pieces.

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18.Does Foster Keencut offer replacement parts or repair older equipment?

Replacement part diagrams are available on (Download Manuals- link to: http://www.fosterkeencut.com/Resources/DownloadManuals/tabid/969/Default.aspx), calling 800-523-4855 or e-mail contact us here. Parts that are under warranty with qualifying Serial Numbers will be shipped at no charge. Products requiring repairs are recommended to contact their local Foster Keencut Dealer or call Foster Keencut for additional phone assistance.

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19.What products have Serial Numbers and where can I find that number?

Foster Keencut’s products that include serial numbers are: Advanced Rotary Cutter (ARC), Evolution-E2, Excalibur 1000x & 5000, Sabre Series 2 GPC, SteelTraK, Table Edge Rotary Trimmer, Javelin Series 2, Javelin Integra, Simplex, Max, Ultimat Futura, Ultimat Gold, Artist Plus, Flexo Plate Cutter, Big Bench, Big Bench Xtra, Rotatrim PowerTech, Rotatrim AutoSheeter, Verdi Twin, Verdi Basic, On-A-Roll Lifters™.

Keencut serial numbers are located on a silver sticker starting with one letter and four digits following. This sticker can be found on the outside of the box as well as the machine itself. Vertical Cutter’s stickers are located at the top of the machine. Cutter Bars, the sticker is located on the top-right side near the extrusion that the cutting head slides on. Rotary Cutters, the sticker can be found under the base or the table mounting extrusion. Mat Cutters & Flexo Cutters, the stick is located on the side of the machine. Benches have the sticker under the base plate.

Rotatrim PowerTech & AutoSheeter has a silver plate behind the motor housing.

Verdi Cutters have a white label located on the bottom of the main assembly.

Lifters have a silver plate on the machine located behind the roll tray.

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