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We are quite proud
of our customer satisfaction track record. We are told again and
again that we are the best in this business. We are certainly
the best quality and lowest priced supplier.
That being said...
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
$45 per occurrence.
2) RETURNS
Returns are accepted only with prior written approval by our
staff. Custom made products and printed products are generally not returnable or
refundable once 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 produced, custom items must be paid
for whether or not the customer accepts delivery. This is
industry standard for customized products.
3) CANCELLATIONS
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.
Orders for
blank lanyards that are cancelled after order has been pulled
from stock and packed are subject to a 15% restocking fee. If
the order has shipped, all shipping charges are the customer’s
responsibility.
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) SHIPPING
COSTS
Customers in foreign countries are responsible for knowing their
own duties and import fees. When shipping is free, there may
still be duties, customs charges, import taxes, etc. that must
be paid by the customer. Shipping charges are estimates, and can
change due to a number of variables.
6) TIME OF
SHIPPING
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. On orders where a deadline is given by the customer, we will
ship when we promise to, or before. However we cannot be
responsible for unforeseeable delays in shipping, such as acts
of God, customs problems, or any other delays.
Once goods
leave the factory they become customer’s property.
Customers who
opt for lower prices in lieu of longest lead times will not be
promised a delivery date (we can only give an estimate).
Turnaround on slow production orders can be 6 weeks or more:
Turnaround is a reference to when goods leave the factory.
If customer has opted for sea vessel shipping, it is with the
understanding that this delivery method is slow, especially
with today's heightened security at ports. If there is a
deadline, it is the customer’s responsibility to A) notify us of
the deadline when order is placed and B) pay for faster shipping
and production process if necessary.
7) GIVING
SPECIFIC DETAILS OF AN IMPRINT
Exact pms matches are not always possible. For lanyards there
are variances in dyeing from batch to batch. Customers who want
a specific color should order a spec sample to assure that the
end result will be want they want.
Printing on lanyards is not
printing on paper. The lanyard surface is rough and detail will
be lost compared to an actual computer graphic. Small lettering
will fill in and lines will not be perfect. Customers must
understand this, especially when submitting small and detailed
graphics.
If you
don't specify an imprint size, we usually imprint large and
centered so that detail will show up and the item will look it's
best. But, if there is something you want a very specific size,
you should email or fax the info to us in detail.
8)
PAYMENT
New 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 only as a
guarantee in case of non-payment.
On billed accounts, the contact person who places the order
agrees and acknowledges full responsibility in seeing that the
order is paid. Unpaid debts will be attached to the contact
persons credit as well as any other parties who are responsible
for seeing that we are paid.
Customers are charged for exactly what they are sent.
Note that large orders over
3500.00 will be charged additional 2% if being paid by credit
card. We recommend payment by check or wire transfer for larger
orders for getting the best price. Credit card chargebacks
and returned checks will incur additional
charges.
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.
9)
TRADEMARKS & COPYRIGHTS
When directed by customer to print any logo supplied by any
outside source, it is with the full understanding that
lanyardstore.com/Idea Express shall be acting 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. In placing any order
with lanyardstore.com/Idea Express, customer hereby certifies
that they have full rights and permissions for the use of any
graphic they are instructing us to print.
We love our customers, and
we jump through all kinds of hoops to get them the best product
and to meet those intense deadlines. 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 as a favor to a customer.
Order early and communicate well.
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