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.
Please review our terms so that we can better insure that your order goes smoothly…
1) CHARGES & CHARGEBACKS
Credit cards are charged under the name “Idea Express Inc”.
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.
Banks charge 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 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 produced, custom items must be paid for whether or not the customer accepts delivery. This is industry standard for customized products.
Orders for blank (non-printed) items that are returned after order has been shipped are subject to a 10% restocking fee. If the order has shipped, all shipping charges are the customer’s responsibility.
3) CANCELLATIONS
Cancelled orders after graphic approval will incur these costs + any other costs incurred up to time of cancellation, including graphics preparation, screen setup costs and any running charges if items have already been printed.
Customer must notify us immediately if changes are needed or if order is cancelled. We must be notified in writing if it is to be cancelled or changed
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.
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 theirown duties and import fees. Although shipping has been quoted, there maystill be duties, customs charges, import taxes, etc. that mustbe paid by the customer. Shipping charges are estimates, and canchange 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. It is the customer’s responsibility to notify us of any in-hands deadlines that may exist at the time of order, so we can ascertain if rush production or shipping may be needed and to quote such. 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 transit, such as acts of God, customs problems, or any other delays. Once goods leave the factory we have no control over it, and cannot guarantee the performance of the freight company. 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 is a reference to when goods leave the factory.
7) QUALITY OF PRINTING / 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. Many of the surfaces we imprint are very rough and small detail will be lost compared to an actual computer graphic. Small lettering will fill in and lines will not be perfect. Customers should understand this, especially when submitting small and detailed graphics. We try to compensate in the proof stage by thickening lines and getting rid of small detail.
Also, when a graphic is very small and detailed, we may use inks that are not 100% waterproof, in order to get better detail and color. These imprints hold up to a gentle hand-wash only. If waterproof imprint is required, it should be specified at time of order and additional charges may apply. Also, we may have to modify the graphic to work with less detail.
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 let us know during the proof stage.
8) TRADEMARKS & COPYRIGHTS
When directed by customer to print any logo or graphic supplied by any outside source, it is with the full understanding that we 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 printing order with us, customer hereby certifies that they have full rights and permissions for the use of any graphic they are instructing us to print. Customer agrees and warrents that we may, depending on the item and the timeframe required, outsource printing to 3rd parties or partners and that these 3rd parties will be granted the same rights to print the graphic as were given to us. We are happy to sign NDA agreements when asked, provided that the agreement extends to our partners and 3rd party printers if the job requires such. It is also agreed that we have no obligation to disclose information on partners or 3rd party printing sources to customers.
9) 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.