24 Hour Wristbands employs a ticket system for ALL customer service related issues. Queries made by telephone are not effective as they do not permit us adequate time in order to respond to your query. Therefore, please choose the category that best suits your query and send it to us on a ticket.
Overall we strive to make sure our clients are satisfied working with Imprint.com. So please email us, chat with us, call us, submit a ticket. We want to hear from you, we want to help you, and most of all we want to make sure your experience with imprint.com is a positive one!
You as a customer have a choice of turnaround timelines. You should choose your production time according to when you need the product in you hand, and we will do our best to deliver the product to you in the specified time in selected. Please remember that we are not responsible for late receipt of any order due to any unforeseeable circumstances, for example a lengthier proofing time, an out-of-stock product, printing problems, weather-related issues or delays on behalf of the shipping company.
Normal Production Time:
The "estimated" normal production time is 7-14 business days after receipt of order. This timeline is also dependant upon the size of the order and/or the complexity of the artwork or process employed. If you have a specific delivery date, please ensure that there is enough time before you select the normal production timeline.
When you request a pre-production sample or a paper proof, the production time will only begin upon approval of the sample or proof. Therefore the timeline can be delayed by few days past the original estimate. All timelines are in business days.
Please remember that production time is separate from shipping time. Please refer to our Shipping paragraph for more information.
Rush Production Time:
We offer a 24 Hour Rush (production time only) service as well as a 2-Day Rush (production time only) service and a 3-Day Rush (production time only). Again production time does not include any shipping time. Please remember that you need to add production and shipping time together to get the exact delivery time.
Rush orders should only be placed as a last resort. Custom printing/debossing entails intricate and detailed work, both on the part of the artist as well as the printer, therefore we recommend rush orders only as a last resort.
Since rush orders are time sensitive there are no proofs created, therefore the risk of error is higher with a rush order.
ESTIMATED DELIVERY DATES:
Please remember that delivery dates are only estimated and not guaranteed for orders with normal production timelines. If you opt for expedited shipping method for your normal production order, only the method of shipping will be guaranteed, however the production timeline is still only estimated. Therefore the order will not arrive at the time you specified.
Production time is guaranteed on rush orders; the delivery dates are only estimated, unless you selected expedited shipping.
When you place a rush order but then selected normal or ground shipping method, please note that the delivery date will only be estimated and not guaranteed, as we don't get guarantees from shipping companies for ground shipping.
However, if you selected expedited shipping, the delivery date will be guaranteed, so the order will reach you in the timeline required.
If we failed to meet a promised delivery date on a 24 hour rush order with expedited shipping, but you will still accept the order, then credit will be promptly issued for the difference between the 24 hour price and the 3-day rush price.
If we failed to meet a promised delivery date on a 2-day rush order with expedited shipping, but you will still accept the order, then credit will be promptly issued for the difference between the 2-day rush price and the normal production price.
If we failed to meet a promised delivery date on a 3-day rush order with expedited shipping, but you will still accept the order, then credit will be promptly issued for the difference between the 3-day rush price and the normal production price.
Normal production orders with estimated delivery dates are not guaranteed.
Please remember that once you submit your order, any changes, delayed artwork submissions, or delayed proof approvals will void our guarantee policy.
F.O.B. Shipping Point: Stafford, Texas.
Under the terms of "FOB shipping point," title of the goods passes to the buyer at the shipping point. If the order is being shipped via UPS, FedEx or USPS, then once the order is ready to ship out, you will receive an automated email with a "tracking number" from UPS, FedEx or USPS. Please note that opting for Overnight or Second Day Air does not mean that you will receive your order the next day. Delivery time is based on the time it takes to produce your item PLUS the shipping time.
Production time + Shipping time = Delivery time
All shipments leaving our factory are inspected and signed for by the carrier. Most orders are shipped via FedEx or USPS, depending on the destination and weight of the shipment. All shipments, unless otherwise specified, will be sent freight prepaid. UPS will not deliver to some APO addresses. We are happy to transport these orders to a USPS facility for shipment. The rates may differ from the initial estimate. We therefore reserve the right to collect any balance of costs due upon shipping.
Once the order has left the warehouse, NetBrands will not accept responsibility for any delays caused by the shipping company. If shipping is delayed on an "expedited" shipping order, ONLY THAT PORTION OF THE SHIPPING CHARGES WILL BE CREDITED BACK BY UPS, FedEx or USPS. NetBrands will not be held responsible either in the event the customer is not available for delivery or the customer refuses delivery.
CHANGING THE ORDER:
For any corrections or changes that may be necessary on a normal turnaround order, please reply back to the sales confirmation email immediately. All changes must be made in writing within 5 minutes upon receipt of the emailed confirmation. Failure to do so may result in incorrectly printed orders or delays in shipping. Once the order has left the sales department, we will be unable to change the order. Therefore note that we will not be held responsible for any changes requested after the 5 minutes period.
Note: NO CHANGES whatsoever will be accepted on 24hour, 2-Day or 3-Day Rush Orders.
CANCELLATION OF ORDER:
NetBrands begins production on incoming orders almost immediately. Our production line works 7 days a week in order to meet customers' timelines. Therefore, we will not accept any order cancellation requests.
As you know, a custom printed order may not be resold or restocked at our end; therefore Netbrands will only issue a store credit for orders that require cancellation. This in-store credit will not expire, and may be used towards any item (both blank and custom printed promotional products) in our inventory.
NetBrands makes several attempts to contact the customer in the event no artwork / logo is received, therefore we will not be responsible for the timeline of an order if we do not receive the artwork / logo.
Although great precautions are taken during the packaging of each order, damage does sometimes occur during the shipping process. In order to replace any damaged products, we now offer optional shipping insurance. By choosing this option, any order that is received damage or lost is now covered for replacement. Replacement orders will be processed within our normal timeline of 5-7 business days plus ground shipping time. You may opt to pay for rush shipping; however this insurance will only cover normal ground shipping. Please note that we will require adequate proof for any damage or breakage reported.
Important notice for our International Customers (Including Canada):
For orders shipping outside the U.S. (INCLUDING CANADA) local duties and/or taxes may be assessed upon delivery. These fees are not charged by Netbrands during checkout; therefore please consult your local customs office to determine these charges. We are not responsible for these duties and/or taxes.
Note that delivery dates outside of the U.S. are essentially "estimates", and in no event will Netbrands be liable for any consequential damages arising from delays in delivery.
CLAIMS / REDOS:
Please check your order immediately upon receipt. All claims must be reported within 7 calendar days upon receipt of goods.
Claims must be submitted IN WRITING by opening a "Ticket". You may access the Ticket System on our website by clicking on "Contact" and then "SUBMIT TICKET". Click on the appropriate area of concern, and open only "one" ticket, providing us with all the necessary information. (Example: wrong item, incorrect imprint, incomplete order, damaged items etc)
Attach digital image(s) to your ticket depicting the problem at hand.
If unable to provide a photograph, you may ship us an "in-hands" sample of the product instead. (The address is under "Contact Us".)
Upon receipt of the "visual", we promptly remedy the situation and redo the affected portion of the order if mandated.
If the quantity to be replaced is LESS than the entire order, we reserve the right to process a credit for that amount rather than redoing that portion.
All redos will ship via USPS or FedEx Ground. If you require expedited shipping, you will be responsible for those charges.
Payment is due in full prior to commencement of production. Credit card authorization and address verification must be received prior to processing the order form.
You will receive an order confirmation/Sales invoice via email shortly after an order is placed. Please go over the form very carefully to ensure that all the information is accurate. For any corrections or concerns, simply 'reply' back to that email, so that we may promptly correct any information prior to processing the order.
If you do not receive the emailed confirmation, please email either your sales representative directly, or if your order was placed online, you may email us at [email protected].
Check your spam or deleted folders to ensure that these important emails are not blocked due to firewalls or spam filters on your computer.
We will not be held responsible for failure of any email communication to you either due to incorrectly spelled email addresses, non-working email address or spam filters that prohibit our emails from reaching you.
ONLINE ORDER - BANK CHARGES:
When placing an online order, if you press 'SUBMIT' more than once, your card may be charged again. Once you inform us of any such duplicate charges, we will promptly credit the amount back to you, however, we will not accept any responsibility for any subsequent bank fees that may be imposed upon you due to these duplicate charges.
GUIDELINES FOR SUBMITTING ARTWORK:
Please send your imprint instructions to us immediately. If you are emailing it to the art department, please put the name and order number on the subject line. We will not accept any responsibility for delays in processing an order if we do not receive the artwork in a timely manner.
We require "camera ready" high resolution artwork so as to meet production timelines. Although we clean up and retouch any artwork / logo received in order to make it print worthy, if you do not provide clean, high-resolution, camera-ready artwork, we will not be responsible for the resulting poor imprint quality. Note that the added work involved in cleaning up any artwork will also add to production time, which may eventually delay the order. We will not accept responsibility for the delayed production on an order when the imprint provided is of poor quality.
UPLOADING ARTWORK / USING UPLOAD ULTILITY:
Our online order form allows you to upload your own logo / text. Please read the instructions located on the order form carefully to ensure a successful upload of your logo.
The upload tool is helpful in providing you with a very general image of your imprint; however it is not accurate in logo placement, as each item has a "specific" imprint area. Our artists will therefore have to resize the entire imprint you submit in order to "fit" it into the actual imprint area.
Black & White camera ready art.
Four-color process and continuous-tone images with 300 dpi at actual size.
All fonts (printer and screen) must be included with your file or all text should be converted to outlines or curves.
Software Applications Files saved in any of the following applications are acceptable: (pc compatible format)
Photoshop version CS and below
Freehand version MX and below
Illustrator version CS and below
Vector art (eps, ai, fh, 10, cdr, ps,)
Rasterize image, .tif, jpeg 300 dpi
Customers will assume complete responsibility to obtain permission for reproduction of logos, patents, trademarks and copyrights. By agreeing to print any submitted artwork, Netbrands will not be held liable under any circumstances.
Sending Your Imprint Instruction:
We will not be responsible for any missing information on your order form nor for any missing imprint instructions.
In order to correctly follow your imprint instructions, we require that all information relating to your "artwork" or "logo" be sent TOGETHER as "one" upload or in "one" email.
Therefore, if you send your logo in one email, and the text to be "included" with the logo in another email, we will NOT be responsible for putting the two together. Do not send us multiple logos or artwork and assume we will know which one to use. We will not be responsible in the event we pick the "incorrect" logo.
Imprint colors must be carefully chosen. We recommend that you choose light color inks to be printed onto dark color items, as this provides more contrast than a dark colored imprint on a dark colored item or a light colored imprint on a light colored item.
For example, if you order brown imprint color on brown mugs, the imprint would not show up well against the brown background. However, many customers have their own pre-conceived notions about what looks good and what does not, therefore, we will NOT judge your options NOR will we be responsible for the choice of imprint color(s) that you make.
Due to "finite" imprint areas, we reserve the right to resize your logo (imprint instructions) in order to fit it into the imprint area of the item ordered; regardless of what size you submit your imprint instructions or logo.
However, if you specify that you want the imprint to be the same size as the submitted artwork / logo, (providing you request this imprint size on the order form as well as on the artwork canvas itself) we will comply, providing it does not exceed the maximum imprint size of the item ordered.
For example, if your logo is 1" x 1" (the size of a quarter), and you order a one color imprint on ½ inch wide wristbands, normally we would resize the logo to the maximum imprint size of that process on that wristbands.
Defaulted Font & Imprint Color:
In the event you fail to provide us with your 1) FONT choice or 2) IMPRINT COLOR choice, we reserve the right to use Arial font for our default font, and debosse the wristbands.