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Terms and Conditions of Ordering
~In placing an order, customer agrees to the all of the following conditions~
1) CHARGES & CHARGEBACKS
Credit cards are charged under the name "Idea Express".
This is stated on our website, with your graphic and at the time of charging an additional email is sent with this info. Our phone number is also displayed on customer’s credit card statement. It is customer's responsibility to keep track of their dealings with us.
We deserve to be paid in full for any service and/or product we provide. Our bank charges us a fee for any credit card disputes. As a result, customers who attempt to charge back an amount because of not recognizing the charge or attempted refusal to pay for services we've provided, hereby agree and authorize us to charge an additional service charge of $95 per occurrence.
Returns are accepted only with prior written approval by our staff. Custom printed products are generally not returnable or refundableonce they have printed. Unless we actually ship the wrong item, or put a different imprint design than the proof that was sent to you. It is the customer’s responsibility to communicate special needs to us and to read all emails we send very carefully. Once printed, imprinted items must be paid for whether or not the customer accepts delivery. This is industry standard for customized products. Customer must inspect goods upon arrival. We cannot accept claims made after 1 week after delivery of goods.
Orders sent to us are considered final and shippable. We do not require further verification of the order and once it’s sent, we must be notified in writing if it is to be cancelled or changed.
Orders that are cancelled after processing will incur a $25 processing fee. Cancelled orders that have already had graphics work done will incur additional charges graphic arts services. If more complicated graphics services such as a logo re-draw have been provided, the charges will reflect our cost to have provided such service.
After graphic proof is emailed to customer, production begins. Customer must notify us immediately if changes are needed or if order is cancelled.
Cancelled orders after graphic approval will incur these costs + any other costs incurred up to time of cancellation, including screen setup costs.
Once order has been run, customer agrees to pay for order in full. Refusing to accept delivery for order does NOT relieve customer from this responsibility, as these are permanently imprinted products.
4) CUSTOMER RESPONSIBILITIES
In instances where customer has been sent a graphic proof and an order confirmation showing order details, it is the customer’s responsibility to thoroughly read these confirmations and proofs and to notify us of any changes or corrections needed. We cannot be responsible for errors overlooked by customers, this includes: graphic proofs, shipping address, items ordered, deadlines and other details of the order.
It is the responsibility of the customer to make the proper decisions regarding item desired, imprint colors, shipping methods and destinations, deadlines, customs procedures, duty fees, etc. It is up to the customer to thoroughly communicate any special needs to us. No claims or returns will be accepted where there was a special need which was not communicated to us.
Regarding colors, if there is a particular shade of color desired, it is the responsibility of the customer to notify us if they have a particular expectation of the color, such as a PMS pantone number. Thus, if customer simply states, for example, ‘green’ on their order, then it assumed that we are allowed to imprint any of our stock shades of ‘green’. We can accept no claims where we have been required to guess at a customer’s desired shade.
Read all emails from us!
Any email, proof, instruction or confirmation emailed by us is to be assumed to have been received and read by the customer. We cannot be responsible for problems arising because an email went into customer’s “spam filter” or was not read by customer for any reason.
5) PRODUCTION AND SHIPPING TIME
Production time does not include shipping transit time.
Most orders will take 10 business days to produce under normal turnaround.
If customer has a deadline or event, customer must specify it to us in writing on the order. When a deadline is specified on an order that requires rush service from our company and/or rush shipping, it is customer’s responsibility to pay for such services.
Our company guarantees that your order will leave the factory on or before the ship date specified. We cannot be responsible for goods lost or delayed by UPS common carrier, international or US Customs departments or by “acts of God”.
6) GLASSWARE and GLASSWARE IMPRINTS
Due the unique production process of glassware, surface variances, small bubbles and other variances in volume and dimensions can occur. It is understood that these are not considered flaws. Many glasses may vary somewhat in total ounces from the volume they are sold as. Wares are frequently modified by manufacturers, some items are modified yearly. This is deemed acceptable.
If a customer has specific needs with a certain ware, it is the customer's full responsibility to order/request a SAMPLE of that ware before placing an order and making us print the items. Claims on printed items will usually not be accepted based on a customers dissatisfaction with the non-defective ware. We are a printing company, and a proof is to show you the layout design (not exact placement or sizing). We can only accept claims based on failure to print a correct design. If exact coloring, placement or sizing is needed, we are happy to provide a pre-production sample,if there is time for that to arrive within the customer's schedule.
Baked-on ceramic printing on mugs and glassware is not the same as printing on paper. But this is the only process for printing mugs and glassware that is permanent and we’re quite proud to offer this process. The imprints are baked in a kiln (like pottery) and some spreading of the ceramic ink can occur. Up to .75 pt spreading is within industry standards for this process. This means that smaller text and dots might fill in. Customers who are unsure of this process may request a pre-production sample from their order.
When direct screen printing more than one color, the two colors are screened on separately and up to 1/16” misregistration (movement of colors relative to each other) can occur. This is within industry standards for the glassware imprinting industry.
7) SHIPPING TERMS
Our company will make every possible effort to ship your goods in the most economical way given your in-hands date. Most orders are shipped by freight carrier (truck) or by UPS. Shipping costs are prepaid by us and are added to customer’s invoice total.
Breakable items shipped by UPS/FEDEX/DHL will require special double-packing. Cost for this packing is $6 per box, and will be added onto the cost of shipping the goods.
The guaranteed cost of the item is the "FOB our factory" price we quote. Shipping costs given are estimates, and can change greatly because of variables we may not be aware of regarding shipping to your location For example: Truck costs may be higher if you are not receiving at a business location or if the driver must attempt repeated deliveries; UPS will charge additional if you have given us the wrong zip code; etc. We are not responsible for such costs.
Some APO / FPO military shipments may have special package sizing and/or labelling requirements. It is customer's responsibility to send these requirements with their order. Customer agrees to pay all costs for orders that are delayed, lost, or must be re-shipped due to customer failing to give us the proper packaging or shipping specifications.
Customers in foreign countries are fully responsible for researching the shipping costs, duties, required methods, etc. of their particular country. Customers are responsible for any duties or other additional costs involved in bringing products into their countries, whether these costs were originally quoted or not.
Shipping charges we may quote are estimates given as attempt to help the customer get a rough idea, and can change due to a large number of variables. These are standard policies most any industry.
8) DAMAGE CLAIMS
Your glasses are insured! We are a company that takes pride in giving customers adequate packing and not shipping glassware without insurance. There are other companies that make this claim and do not make good on it. We do.
Ownership of goods is passed to the buyer when we release the goods to the carrier. Unless otherwise specified, we arrange for insurance with freight carriers at a release value of .90 cents per pound. Higher release values must be requested by the customer and will incur higher freight costs.
Recipient is responsible for inspecting goods at time of delivery. Any damage claim must be filed with the carrier within 1 week of delivery and is limited to damage noted at the time of delivery. We cannot accept claims made after 1 week after delivery of goods. UPS may want to inspect breakage after we make the claim so please save the boxes. Broken items are usually refunded, rather than replaced. We reserve the right to give refunds rather than replacements (in most cases).. so please order some extra to cover such things. We do not recommend that customers order the exact number of glasses they need: It's usually worth it to cover yourself by about 5%-10%.
We cannot insure orders shipping to APO/FPO locations. Items damaged or lost after being placed into military mail possession must still be paid for.
9) TIME OF SHIPPING
We cannot be responsible for delays in trucking or UPS. Items become the customer's property as soon as they are printed and released for pickup by customer or delivery service. This is legal industry standard for custom printed products. Just as in ordering printed paper goods, once an item is printed it must be paid for. For orders needed in less than 7-8 business days, a rush charge will apply. Orders that are needed under rush production are placed with the understanding that rush charges will apply.
10) RUSH ORDERS
For order needed in less than 10 business days, a rush charge will apply. Rush service is not available on all items. Orders stating deadlines that require rush production from us are placed with the understanding that rush charges will apply.
11) COMMUNICATION METHODS
Issues such as color, color variances, registration, exact sizing of imprint, exact placement of imprint and other details must be emailed or faxed to us if they are important to you. We cannot guarantee any instruction that is not given to us in writing.
12) QUANTITY ORDERS VS. QUANTITY SHIPPED.
Customers must read and understand what exactly are overruns. With custom products, it is impossible to guarantee an exact quantity will be shipped. There is up to 10% variance in quantity that is charged to customer (5% on orders over 288 pcs). This is an accepted industry standard for custom imprinted products.
It is also usually advisable that customers having events should allow some extras be shipped in case of breakages by the carrier. We pack boxes according to UPS/FEDEX specifications for glassware, however we cannot guarantee (or course) that they will never manage to break some. Broken items cannot be replaced (in smaller quantities), it is advisable that customers order enough extra to allow for the possibility of breakage (we are repeating ourselves).
All accounts, unless approved by our credit department, must secure orders with a personal credit card by the individual responsible for the order. Credit card will serve as a personal guarantee for the amount due in case of non-payment. Customers are charged for exactly what they are sent. Please review overrun and underrun information. Customer authorizes us to charge additional fees on any unwarranted Credit card chargebacks and returned checks.
On unpaid invoices or amounts due us, customer authorizes a late fee of 3% per month, which will be added to the amount due. Customer also accepts and authorizes full financial obligation to pay any costs which we incur in collecting any unpaid debt by customer, including but not limited to collection company fees (additional percentage of the invoice), court appearance costs, lawyer fees and legal filing fees.
14) TRADEMARKS & COPYRIGHTS
When directed by customer to print any copyrighted/trademarked logo supplied by any outside source, it is with the full understanding that customglassware.com/Idea Express shall be acting merely as agent of the customer on the printing of said materials. The customer, as principal, shall be fully responsible for having secured rights for use of such logo and shall accept full liability for any claims or actions arising from it’s use. All graphics we convert and screens we work on become the property of Idea Express and may be used and distributed for future use. Customer agrees and understands that graphics sent to us will not be considered as copyrighted or trademarked unless indicated on the actual graphic with the legal copyright symbol.
We love our customers, and we jump through all kinds of hoops to get them the best product and to meet those intense deadlines. Over the years, we’ve managed to set up an almost foolproof system... and 99% of the time we are successful. NOBODY does it better than us. We've found that most orders where a customer has been unhappy with the final product occur when we've tried to rush things or when a customer has not properly read emails or proofs. Order early and communicate well.
For more info on overruns, colors, etc. please go to this page. Thank you.