FAQs 12.02.13

From Customer Business Rules

Revision as of 20:28, 16 December 2010

Account Changes

Account changes MUST go to billingupdates@hitpromo.net

Do not send directly to reps in credit. The reply that the task has been completed will come from the rep who handles the request but we MUST send the request to the billing update email.

Adding Imprints to Previously Imprinted Items

Can NOT imprint in the same area where the current imprint it: it will not align properly

Client pays: shipping both ways, labor charge, run charge, setup charge (see manager for these amounts)

Assorting Item Colors

(see also catalog/Web site)

Can mix the item color at no additional cost as long as the imprint/imprint color remain the same

When mixing item colors, the minimum quantity for each color is the case quantity (especially for mugs); there are some exceptions, such as pens, etc.

Cancellations

(see also catalog/Web site)

There is a $20.00 processing fee for all cancelled orders (excluding embroidery - the $100(G) processing fee applies for embroidery), in addition to the charges that have been incurred up to the time of cancellation.

Any order that has lines enetered with a dollar value MUST be cancelled through the online HITResources process. Only orders that have been created that have no dollar value can be cancelled via Order Entry.

Ceramics

(see also catalog/Web site)

Extra charge for metallic gold or silver imprint

Ceramics are microwavable, with certain exceptions (see below)

Must specify if they want MICROWAVABLE gold or silver

“Halo” or “Gold Banding” is NOT microwavable

Top rack, home dishwasher safe only – once the item has been run through the dishwasher, we no longer guarantee it

Packaging

• Mug Mailers: these are “individual” boxes for mugs; they are not protective; if customer wants both the mug mailers and protective packaging, the mugs will not be inserted in the mug mailer
• Protective Packaging: Be sure to quote and inform customer that we will use and charge for protective packaging on mug orders, unless the customer specifically declines them on the PO

FedEx will only consider drinkware claims for up to 21 days

Changing An Order After It's Entered

• If the item changes and art has already been done:

1. Write a note on the front of the traveler
2. Put in F12 notes

Color Brite

(see also catalog/Web site)

250 minimum no longer applies; catalog quantities apply

Less than catalog quantities: see a manager to see if we can accommodate

Production time is an estimated 10 business days after all approvals

Pre-Production proofs: customer pays the setup charge and running charges on the proof, in addition to the regular charges for the order itself

Credits

Credits for blanks will not be processed until the product is returned and quantity is verified

Embroidery

(see also catalog/Web site)

Minimum point size for font is 5mm

Orders for mixed product (visors, knit caps, hats): a tape charge will apply for each item.

Embroidery orders receive a no charge, jpg proof

If a stitch count is needed, the order should be entered and held for the stitch count. Any pricing adjustments should be relayed to the customer for approval. Advise of additional stitches and charges when sending the proof.

The following information must be clarified before sending an embroidery order to Order Entry:

• Stitch count
• Tape charge - yes or no
• Extra stitch charge?
• Proof?
• If there is a proof, we need an email address to send it to

Imprint/Thread Colors

(see also catalog/Web site)

Silver & Gold:

• Imprint: no extra charge, except for ceramics

• Embroidery: extra charge

Item #9460 Instructions

Media:Item_9460_Instructions.pdf

Less Than Minimums

(see also catalog/Web site)

Can NOT do on certain non-ceramic mugs (check to see if the item must be sold in full carton quantities; if it must, then can only do Less Than Minimum in full carton quantities)

Item cost reverts to first column pricing (even if the account is on EQP)

Low Pricing

If an order is received and you know the pricing is extremely low (especially blanks), please send Janita an email with the PO attached for approval.

Order Acknowledgements

(see also catalog/Web site)

Generally received approximately 24 hours after the client places the order

Overruns & Underruns

(see also catalog/Web site)

Can request either “no overs” or “no unders” on the PO, but there is no guarantee

PMS Color Match

(see also catalog/Web site)

No additional production time for PMS matches

We do not guarantee on ceramics: we will do our best to get as close as possible, but we do not guarantee; also, we do not charge the fee

Stress relievers: we do not guarantee (? charge?)

Umbrellas [Multi-color (heat transfer)]:  ?

Price Changes

All customer price changes (including setting customers to EQP) must go through pricechange@hitpromo.net

For security purposes, your email must carbon copy (cc) BOTH cjschmidt@hitpromo.net and mmarias@hitpromo.net, or your email will be discarded.

Production Times

(see also catalog/Web site/Individual Item Information)

Blanks are generally shipped within 24-48 hours (business days)

Items from Warehouse 30 & 99 will generally have an approximate 7 business day production time

Color Brite is approximately 10 business days after all approvals

Item number 3335 & 3336 - all multi-color imprint transfers must come from China. Please allow 10 business days for production.

Proofs

(see also catalog/Web site)

We only provide a proof if the customer requests it on the PO (exception: we like to provide a n/c proof for all embroidery orders)

Generally 1-3 business days for a paper/electronic proof on non-embroidery products (some items take longer – see Individual Item Information)

Generally 3-5 business days for embroidery proofs (some items take longer – see Individual Item Information)