Policy & Procedures
General Terms & Conditions:
Artwork/Production Files – Artwork, proofs/preparatory products and digital files created by our staff remain our property and will not be disseminated to the customer or other entities. Artwork/files/samples provided by the customer remain their property and will be returned with the completed order.
Artwork / Proofs - Art proofs will be submitted for all new jobs or jobs with changes. Art proofs should be returned with required corrections/changes or returned as “Approved”. We are not responsible for any errors discovered after the customer approval or if changes were not submitted in writing. Additionally, we are not responsible for any errors if the customer has instructed us to proceed without proofs. Delays in approval of artwork may impact production and/or delivery times. Orders that remain unapproved by the customer will be placed on hold until we receive approval or changes.
In House Production Time – Turn-around time is generally 10 business days from order approval for orders produced in our facility. Management reserves the right to adjust production times depending on workload and/or staff availability. Rush orders needed in less than 10 business days will be accepted at our staff’s discretion, dependent on current workload. Customers having a must-deliver date must advise our staff at the time of ordering so that we can determine feasibility of meeting said date.
Sub-Contract Production Time – Sub-contracted orders are subject to the production turn-around of the sub-contract company. Customers will be advised of expected turn-around and shipping time upon order or order approval. We do not guarantee a delivery date for sub-contract orders, except in those circumstances where the sub-contractor has an established program for guaranteed delivery and the customer has accepted such terms and conditions and paid any associated costs.
Payment – Payment terms are 50% down upon order and the remainder due upon delivery. Credit account holders are subject to the terms of the credit agreement. For large or complex orders, we reserve the right to request a deposit from any customer.
Delivery – Upon request, delivery can be provided in the local area, as a courtesy to credit account holders, at no additional cost. Delivery is dependent upon workload and staff availability. Customers requesting delivery will be notified as soon as possible in the event that delivery is unavailable.
Shipping – Orders can be shipped via UPS using our account or on the customer’s account. Customers requesting orders to be shipped using our account will be for the actual amount charged by UPS. For customers with a UPS or FEDEX account, please provide account information to our staff and we will prepare the shipment and deliver to a local UPS or FEDEX drop-off location.
Cancellations - Cancellations made after order has been placed will be subject to a 15% restocking fee plus any additional fees required to cover services already rendered. No cancellations will be accepted once production has begun on the order.
Stephenville Printing Co.:
Mill Orders / Special Orders – Jobs requiring mill order or special order papers/products may be delayed due to lead times required by the suppliers. There may also be additional charges/fees. Customers will be advised of any delays and/or charges after we have received this information from the suppliers.
Customer Provided Documents/Papers – We are not responsible for damage, loss or replacement of any customer provided documents or papers. Damage/loss may occur during printing, laminating, folding, perforating, and other finishing processes. Customers will be advised of these risks prior to job acceptance.
Overruns / Underruns – Overruns or underruns not to exceed 10% of ordered quantity shall constitute acceptable delivery. Customers will be billed for the actual quantity delivered.
Artwork/Production Color Variances - Because of differences in equipment, garments, inks and other conditions between color proofing and production pressroom operations, a reasonable variation in color proofs and the completed job shall constitute acceptable delivery.
Garment Availability / Backorders – We do not maintain any on-hand inventory of the garments, caps or other apparel that we sell. All items are ordered based on customers’ orders and, as such, there may be times when items may be unavailable in the desired color and/or size. In these circumstances, we will work to find suitable alternate styles or brands and provide customers with options, including placing the desired item on backorder with the supplier. Customers will be advised as to the expected availability dates for backordered items as soon as we have them. However, we do not guarantee backorder item availability dates. Customers will be kept informed of any changes to dates. Backordered items can be cancelled, at no charge, at any time prior to the supplier shipping items to us. Otherwise, standard cancellation fees apply.
Substitutions – We reserves the right to substitute materials of equal or better quality without notification unless advance notification is previously agreed to in writing.
Samples – Blank samples can be ordered upon request from customers. All samples will be charged at the retail per piece rate. Any samples that are used in your order will be credited towards the final cost. If shipping charges are incurred when ordering samples, customers will be responsible for those charges. All samples must be paid in full at the time of order.
Blank unworn samples not used in customer orders may be returned. Customers will be charged a 20% restock fee. We will examine all returned samples before accepting them to ensure they have not been worn/damaged and will be accepted for return by the vendor.
Screen Printing Underruns / Spoilage – Due to the nature and process of screen printing, we will not be responsible for under-runs or spoilage up to 3% on jobs of 100 shirts per design, and up to 10% on jobs of less than 100 pieces. (Spoilage must be more than 6 shirts per design for a reprint). Please keep this in mind when ordering. Customers requiring exact quantities/sizes are advised to order sufficient extras. Orders will be billed for the actual quantities delivered and we will not process a reprint for less than 10% of your order (or 6 shirts minimum).
Garment Dye Lots – Due to the practice of batch processing knitted goods when they are dyed, we cannot guarantee consistency of color on garments from dye lot to dye lot or from one order to another.
Garment Sizing – Because of differing styles, taste and manufacturer tolerances, customers are ultimately responsible for selecting garment sizes. Garment sizing specifications can be found on our suppliers’ websites, and can be provided via e-mail or hard copy upon request.
Garment Durability – Due to the wide variation in laundry conditions and detergents, we do not guarantee against fading or shrinkage of garments during laundering. We recommend following the manufacturers’ laundering instructions to help ensure garment longevity.
Customer Provided Garment – We are not responsible for replacement or reimbursement of any garments provided by the customer. Though rare, embroidery and screen printing production processes can damage or destroy garments or produce undesirable results. Damaged garments will be returned to the customer “as is”, but will not be billed. Problems do not arise often, but the customer must be aware and agree to the possibility. If an exact amount of items is required the customer is advised to supply a 10% overage per size. Overage garments will not be decorated unless required to meet customer requirements.