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TERMS & CONDITIONS
PAYMENT
We require a 50% down payment at the time of your order with the balance due at pick up/delivery. We accept cash, check, e-tranfer, and credit cards. There is a $45.00 fee for returned checks; if the returned check was used as a deposit, orders will be postponed until payment has been made in full.
CHANGES TO YOUR ORDER AFTER PAYMENT
Any change made to your order that is not due to a stock issue will be subject to a change fee of $50.00 in addition to any additional costs associated with the changes. This fee covers restocking and shipping charges back to our supplier's warehouse. Any changes to your order after it has been placed will delay your order, including rush orders. Please be certain of your quantities, styles and garment colors prior to placing your order. Once the process begins, everyone in our shop starts to work on different aspects of the job, and
changes become costly and time-consuming.
Example of Change Fee:
Customer orders 100 shirts in black. Stitch & Ink orders 100 black shirts for printing. Two days later, Customer wants to change shirt color to Grey. Stitch & Ink must redo the order, ship black shirts back to supplier and pay a 15% restocking fee plus shipping costs. The $50 .00 Change Fee covers this cost.
CANCELLATIONS
Cancellations made after an order has been placed will be subject to a 15% restocking fee, return shipping fees to warehouse, plus any additional fees required to cover services already rendered, including artwork creation. No cancellations will be accepted once production or any decoration of the garments has begun on the order.
Example of Cancellation Fee:
Customer orders 100 shirts. Stitch & Ink orders 100 shirts for printing. Two days later, Customer needs to cancel the order (for any reason). Stitch & Ink has to return 100 shirts to the supplier and incurs shipping and restocking fees. Stitch & Ink refunds Customer for their order minus necessary cancellation fees.
BACK ORDERS
Stitch & Ink is not responsible for items that are out of stock. We keep an eye on items we know have the potential to be out of stock but cannot guarantee their availability. If items are out of stock, we will provide you with a list of possible replacements to approve prior to ordering. We reserve the right to substitute similar items of different brands when stock issues arise without prior approval.
ARTWORK
After your order has been placed, our art department will begin working on your design. The time frame for receiving your art will vary based on the type of art file provided, the complexity of the design, and the workload of our current schedule. Once completed, you will receive an email with an art proof showing the design, as well as approximate placement on the selected garment, colors to be printed, and size of the design. We ask that you carefully review the design and check all spelling, phone numbers, and names. CHECK EVERYTHING CAREFULLY! Once you approve the design, we will not be responsible for any errors in the approved artwork or on the finished goods.
TURNAROUND TIME
Typical turnaround time is 2 to 10 working days. We can generally work with your in- hands date and complete your order in time for your event date, provided you supply us with all necessary information at the time of ordering, including, but not limited to colors, quantities, sponsors, names and #'s, and artwork. Turnaround time starts when you've paid the 50% deposit and PO/Agreement is signed. Rush Orders: If your order is needed in a hurry, be sure our Sales department is aware of the in-hands date at the time you place the order. A $50.00 rush fee may be incurred if there is not enough time to complete the order under normal circumstances. In addition, if your order needs to be shipped, please allow sufficient time for delivery of your order. We will work with you to insure your order is completed and shipped on time. Stitch & Ink cannot be responsible for any shipping delays caused by the shipping company, or incorrect shipping information provided by the customer.
Examples:
UPS cannot deliver your package on time due to inclement weather. UPS delivers your package to the wrong address (although provided the correct address) and you do not receive your products on time.
QUALITY ASSURANCE
At Stitch & Ink, we carefully check every garment as it comes into our shop and as it comes off of the press, but there are times where some mistakes or defects will make it out the door. It is the customer's responsibility to check over garments when received. We allow an industry standard 72-hour window from the time you receive the goods to notify us of any issues with the order. Stitch & Ink will not be responsible for errors with your order if notified after 72 hours of receiving the goods.
SATISFACTION CLAUSE
We go to great lengths to ensure that every order that leaves our facility is correct. We value all of our customers and will gladly work to meet your expectations. Any order printed differently than the mock-up approved will be granted a reprint of the defective product. All claims must be submitted within 72 hours of date of delivery. Please call or email info@stitchandink.ca to submit your issue. If Stitch & Ink is responsible for any errors in your order, we will gladly accept responsibility for the issues and will reprint the shirts printed in error. We do not offer refunds but will gladly reprint any production errors. If the error was made by the customer, a wrong phone number was provided for example, and the artwork was approved, the cost of reprinting the job is the responsibility of the customer.
We will require that you return the misprinted shirts back to our shop (if goods were shipped a shipping label will be provided). Stitch & Ink will not be responsible for any shirts sold or given away prior to returning the order.
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