FAQs 12.02.13
From Customer Business Rules
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.
Ceramics (see also catalog/Web site) Extra charge for metallic gold or silver 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
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
Imprint/Thread Colors (see also catalog/Web site) Silver & Gold: Imprint: no extra charge, except for ceramics Embroidery: extra charge
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)
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)]: ?
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
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)
