1) CUSTOMGLASSWARE.COM GUARANTEE
All products made by customglassware.com are fully guaranteed for material and workmanship. We use only heavy-duty high-quality glassware and mugs. All glassware is made in USA unless otherwise indicated. Our imprints on glassware and ceramic mugs are baked-on ceramic that will never wash or scratch off.
We sell the highest quality of glassware made. Note that glassware is hand or machine blown substance. Each glass may be slightly different with bubbles or slight irregularities in the surface: This is a normal aspect of glassware and is within industry standards.
All imprints and products are guaranteed to match the proof which you will be sent. If we fail to ship the promised product at the promised time, we will replace your order at our expense. Pursuant to "customer responsibilities" below.
2) ORDERING PROCESS
Immediately after placing your online order, you will receive an email notification that we have received your order. You will receive instructions on how to send us your artwork and an order number. Save this number and include it with all communications regarding your order. Your order will be checked for product availability, artwork problems, delivery times, and any other items that might affect the production of your order. Here's how it works:
1) You send us the order and email us the artwork (if you don't have art, we do the graphic).
2) You will be sent a form to submit payment (or billing info), if we do not already have that info
3) We send you a proof of a graphic and put your order into production.
Orders sent to us are considered final and approved. If you need to cancel an order you must do this in writing and cancelled orders are subject to service charges.
Note that if you spot an error with your graphic, it is your responsibility to notify us immediately upon receiving the proof. You must check your emails regularly when doing business with us.
3) PURCHASE ORDERS
We accept purchase orders from all Military, Government and Universities. To order with a purchase order:
1 - Fill out the online shopping cart and it will assign you a workorder number. Indicate in the comments section that you will be paying with a PO.
2 - Fax the PO to us at 818-743-7731. Write the workorder number on the PO, or in the cover letter.
4) CUSTOMER RESPONSIBILITIES
It is important that customers understand their responsibilities to properly communicate deadlines and imprint requirements. Click here for details on customer responsibilities and terms and conditions. This is very important. You must look at your proof carefully as this is exactly the design we will use on your product.
5) PAYMENT INFORMATION
We recommend that you use a credit card, but you may also use a company check or money order. 30-day billing is also available for many organizations. Please note that orders over $2500 will incur a 2% cost for using credit card, so for these orders, payment by check is recommended to save you money.
Click here for more info on payment and billing requirements.
6) SHIPPING INFORMATION/LEAD TIME
Customglassware.com will make every possible effort to ship your goods in the most economical way given your in-hands date. Most orders will take 8-10 business days to produce under normal turnaround.
If you have a deadline or event, you must specify it to us in writing on your order. This is very important. If you have an urgent deadline and need guaranteed truck or guaranteed arrival time, it is up to you to request that we ship via this method. We cannot just assume that you will pay for such service. Customglassware.com 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”.
For order needed in less than 10 business days, a rush charge will apply. Rush service is not available on all items. Orders that are needed under rush production are placed with the understanding that rush charges will apply.
Many glassware items require special packaging in order for the carrier to insure against breakage. When they exist, these additional packaging costs are not "marked up" by us, they are included in your shipping totals...
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.
A small percentage of APO / FPO military shipments may have special package sizing and/or labelling requirements. Some of the embassies (located domestic or abroad) may also have such restrictions. It is customer's responsibility to send these requirements with their order. Costs for orders that are delayed, lost, or must be re-shipped due to customer failing to give us the proper packaging requirements will be billed to the customer.
Customers are fully responsible for researching the shipping costs, duties, required methods, etc. of their particular country.
...Special packaging costs also mean that you are insured against breakage by the carrier. Unfortunately, we cannot run less than 72 pcs of most items, and therefore cannot replace broken glasses (so order a few extra to cover your event), but you will be refunded in the event of breakage. Breakage percentages are usually relatively small... usually none.
8) QUANTITY ORDERED VS. QUANTITY SHIPPED
Sometimes we damage items during production or packing. Glasses might break in our ovens - or when we remove them from the machines and pack them... That sort of thing.
In order to avoid coming up short on an order, which can be disastrous for some customers, we may go over by as much as 10%. This is an allowable industry standard. We usually advise allowing more glasses than you need shipped on UPS orders, in case of breakage or loss (see above).
If you do not want this, you must request "No Overrun" on your order. We are happy to do this, but your order may come up to 10% under. Don't forget UPS can break some... for this reason we usually advise that you allow overruns to be shipped. But it is your choice.
You will be charged only for the exact number of glasses you receive in good condition.
9) ART SPECS
Artwork should be emailed to us immediately after you send an order. If you can't email the artwork you may send hard-copy or on CD. Do not mail art on Iomega disks, Zip disk or floppy disk. These are usually not going to work.
Include your order number, name and phone number with the graphic so we know which order it goes with and can contact you if there are questions.
Allowable Image Formats:
The very best is Adobe Illustrator in PC format. This is professional art and we don't expect everyone to be able to provide graphics in this format.
CorelDRAW - convert files into .eps before sending
In Illustrator, all fonts should be converted to outlines.
Other okay formats: .JPG, .TIF, .BMP, .GIF, are all acceptable but they must be large high resolution files (400 dpi or more). Images pulled off of websites are usually too poor quality and may incur a small re-draw charge. If all you have is a web graphic, send it to us and we'll see what we can do. Some
Not Recommended: Pagemaker, ClarisWorks, Microsoft Word, Powerpoint, etc.... When you send in these formats you are assuming that we have the same fonts you used. Otherwise, when we open these files, other fonts are substituted and what we see is different than what you sent. Better to fax the page to 818-743-7731 and send us the original image file that you imported into the program. We can still accept these formats and sometimes it's better than nothing.
Sketches and Drawings: We can create your idea from a sketch ...usually for a nominal fee. Just fax or email the sketch.
Sizing: Unless otherwise requested by you, we will imprint the image to the size that looks best, or is the largest we can on a particular item.
Proofs: Once we have finished your graphic, we'll email you a proof so you can review it before we begin your order.
Orders that are cancelled before graphic proof has been prepared will incur a $25 processing fee. Cancelled orders that have already had graphics work done will incur a $45 charge for processing and art time. 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, we will hold order for 10 business days, at which time the order will be 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.