FAQs 12.02.13
From Customer Business Rules
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)
Art
A virtual proof can not be submitted as art for an order. The customer must send in an actual art file.
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 canceled 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.
Make sure that you have the traveler before cancelling the order.
Any order that has lines entered with a dollar value MUST be canceled through the online HITResources process. Only orders that have been created that have no dollar value can be canceled via Order Entry.
Any order canceled through Order Entry that has a value of $1000 or more must be brought to Janita Yurkonis' attention. Email her the Order #, Customer Name, Account # and value. (REMINDER: do not cancel orders through Order Entry if there are any dollar values added to line items.)
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:
- Write a note on the front of the traveler
- 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 #5812 & Item # 5816
Media:5812_Template_01.19.11.pdf
Media:5816_Template_01.19.11.pdf
Media:5812-5816_Spec_Sheet_02.01.11.pdf
Orders for these items are to be dropped into the Order Entry folder titled: 5812 & 5816.
These tumblers are microwave friendly.
If you have an order for both the 5816 and 5812 and the customer is requesting to use the same patch on both items (to save money), this can be done, but the patch used will be the smaller size patch.
The thread colors for embroidery on these items is located on the Web site. Direct the customer to use the Web site. We should not be using the Madeira thread colors.
Item # 5869
If a customer orders the Clear Tumbler we need to indicate the color of the straw they would like. The Detailers need to indicate this on the PO when it is being booked. The default will be a clear straw.
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
Outsourcing Art
When you outsource art, make sure to update the trademark.
Over Catalog Quantity Quotes
Direct to Outside Sales Representative, or a dedicated Inside Sales Representative.
Email the following information to the Sales Representative:
- JOBBER NAME
- JOBBER COMPANY NAME
- Customer #
- Item #
- Qty:
- Item Color:
- Imprint Info:
- Proof: Yes / No
- I/H date:
- Best contact phone number
It is also helpful to include current stock availability.
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.
Promotions & Specials
Product Specials and Promos Folder - Marketing has placed a folder on the ‘P’ drive. Go to Customer Service, Specials then open the folder, you will see the latest marketing information and specials.
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)
If a customer makes a change to a proof, we MUST provide a new proof for approval: they cannot, "approve with changes" and go directly to production. A new proof must be made and approved. We do charge for the subsequent proof; however, if they insist, we will do the additional proof at no charge.
Virtual Proofs - a virtual proof can not be submitted as art for an order. The customer must send in an actual art file.
"FPO" - For Position Only
Ship Dates
Prior to giving out a ship date to the customer, we need to check the status of the order. Take a minute to review the order notes, see what department the order is scanned to and check the 15 screen to make sure the order is moving. If an order has a ship date of today or tomorrow and it is still in Order Entry or on Credit Hold most likely the ship date is not valid.
This is also why we need to constantly update the ship dates on orders; it helps us in Customer Service and also helps the Factory to plan out their day.
Travelers
Be sure to initial and date travelers with any changes that you are making. Also clean out the travelers, if old information in the traveler that is no longer necessary please get rid of it.
