Company Policies
Deadline Times
Our standard order production time for both screen print and embroidery orders is 10 working days. This is normally two weeks unless a holiday falls in between the order start and completion date. Please note your job production time will not start until the following three approvals are made…
1. Signed work order is received (Or accepted online)
2. Our accounting department has approved your payment plan
3. Artwork has been approved
Occasionally our production department gets overloaded and we need more than 10 working days to produce an order. We try to alert our customers of delays in every case, however, if you have a job that must be delivered by certain date & time, please make sure your Kustom Imprints sales rep knows your specific deadline requirements from the start of the order.
Rush Jobs
If an order is needed in a shorter time frame than our standard order production time of 10 work days, we will try to accommodate your request. However, rush orders often cause us to run our production staff at overtime hours, resulting in the need to charge additional rush fees. Ask your sales rep for more information on rush orders and rush order fees.
Art Preparation Policy
There is NEVER an art charge when you use one of our hundreds of online designs and change them to fit your specific needs. Simple alterations like color changes, name or text changes, font style changes, and clip art graphic changes all can be done with no art charges.
Every order receives 30 minutes of FREE art preparation from our art department
If you have your own design or simply just a design idea, it’s no problem. We can work with you whether it’s production-ready, a mere concept in your head, or somewhere in between. Kustom Imprints allows a half-hour of free artwork preparation time with each order. If your design requires more than 30 minutes of work, the additional charge is $50.00 per hour. If you are curious as to how long it will take to develop your design, contact our art department to get a time estimate.
Art Start – We can start a design before the order is placed…
Often our customers need to engage our art department for design work before they are able to place their order. The artwork could be needed for a pre-sale order form, event marketing, or many other reasons. Our art department can do an Art Start before your order is placed, as long as a few guidelines are followed.
1. When requesting an art start, please note to the sales representative the approximate date when your order will be placed.
All screen print and embroidery orders are allowed 30 minutes of art preparation free of charge to our customers. The Art Start is part of that half-hour and not considered separate time. Any additional time above and beyond the 30 minutes will be billed at our normal art department rate of $50.00 per hour.
2. If an Art Start is completed by our artists and the customer does not place an order, we will maintain a charge for the art time used by our artist of $50.00 per hour with a $25.00 minimum.
3. Kustom Imprints absolutely stands behind the quality of our designs and our artists. Sometimes even the greatest of artists cannot match specific needs of some clients. If you are not satisfied with the quality of design from your Art Start, please notify us within 5 days of receiving the design work and let us know your thoughts. Our art department will either re-work your design to fit your needs or not charge for the art time used.
4. Graphic design work created by the employee artists of Kustom Imprints is the intellectual property of Kustom Imprints. It cannot be utilized by any outside business without our written consent.
If you have any further questions about the Art Start process, please just ask your sales representative.
Kustom Imprints offers flexible payment options to fit your organization’s pay requirements.
We accept cash, checks, major credit cards, and authorized school or municipal purchase orders.
Order Deposit
First-time customers are asked to pay a 50% deposit at the start of an order and then full payment upon order completion or pick-up. After completion and payment of the initial order, a customer can ask our accounting department to waive the deposit requirement on future orders.
Please note that large orders over $2,500.00 and promotional product orders may be subject to a deposit request regardless of current payment terms of the customer.
Price Breaks
All our prices are based on the quantity of garments ordered. The higher the quantity, the lower the cost. Our price breaks are set at 12, 24, 50, 100, 150, 300, and 600.
Since promotional products are produced by separate outside companies, each item has its own set price breaks. Please refer to the specific promotional item pricing for those price breaks.
All quantities above 600 pieces should apply for a special quote from our sales manager to receive the lowest price possible!
Mix & Match for Price Break
It is possible to mix and match garment types to get a higher price break. Our price breaks are based on the number of same design items, not similar garments. For instance, if you order 100 t-shirts and 50 sweatshirts, as long as the design is the same for both items, you will be able to take advantage of the lower price 150 quantity break.
Quantity Minimums
The Kustom Imprints minimum order is 12 pieces for both screen print & embroidery orders.
Each promotional item also has separate minimum order requirements. Please refer to the specific promotional item details for the minimum order quantities.
Some promotional product companies also allow for a LESS THAN MINIMUM charge as well. Once again refer to the specific item details or ask your sales representative for assistance if you require a smaller quantity.
Reorder At the Same Price Policy (Screen Print & Embroidery Orders Only)
The best advantage of a large quantity order is the low cost of the higher volume price break. After an initial order is placed, often the need arises to reorder substantially less of the same design for a second order. Most companies will charge based on the total quantify regardless if a larger order had been previously placed, which could make your reorder much more expensive!
Kustom Imprints in select circumstances, allows you to place a much smaller quantity reorder at the same price as your original order. This can be a huge benefit to your company, school, group, or organization when planning for an event.
Our reorder policy does though have specific details that also need to be met…
– Screen Print Minimum Reorder Quantity: 24 pieces
– Embroidery Minimum Reorder Quantity: 12 pieces
– Only 1 single reorder can be placed at the same price and must be placed within 60 days of the original order.
If your company or organization requires the price to remain constant throughout a set period of time, that option is possible. It must be taken under consideration during the original pricing contract and specifically be put in writing from Kustom Imprints when the original order has been placed.
If you have questions about our reorder policy, please feel free to contact your KI sales representative.
Order Returns and Misprints
Kustom Imprints prides itself on maintaining the highest quality in our screenprinting and embroidery industry. We spend extra attention on the front end of an order to make sure your specific desires are met so that when the final product arrives you are satisfied. As part of our commitment to diligently ensure this satisfaction, we require our customers to sign off on every order detail for both the item/size/color ordered and the design color/placement/size too.
Please note it is extremely important that a customer pay attention to all the specifics in the order sign-off process to ensure that the end result is correct.
Order Returns
An order of customized garments or items that have been screen printed or embroidered cannot be returned because we cannot return the items to our wholesale distributors. If your final product arrives and you believe it is different than what you signed off on, please contact your sales representative immediately. We will review the complete order with an internal investigation and determine if your order qualifies for reproduction.
Misprinted Garments or Items
Occasionally in large production runs, a few items are misprinted and are distinctly different than the correctly printed or embroidered order. Another potential problem is garment or item defects could have made it past our quality control and been included in your overall job. If this is the case with your order, please contact your sales representative with the specific item(s) and problem. In most cases, Kustom Imprints will credit you back the cost of the misprinted or defective items from your invoice. If the misprint quantity is larger than 5% of your total order, then you may qualify for having the individual items replaced with a reorder. If you already plan to place a reorder and misprinted items can be included in that run if need be.
Order Cancellation
In most cases, our order process does not start until the work order is accepted online or signed and returned to our office. Immediately following your order acceptance, our accounting department will review the order and our production department will purchase blank goods for your order from one of our several wholesale resources. An order cannot be canceled once the goods have had any part embellished. Customized goods are not returnable to our wholesale firms, so we cannot credit you for any placed order that has been decorated.
15% Restocking Fee
If you elect to cancel your order after we have already purchased the wholesale blank goods, but before they have been embellished, then you will need to pay a 15% restocking fee. The restocking fee represents our real costs to return the blank items back to the wholesaler. We must always pay a restocking fee to return any goods as well as the freight costs to transport the goods.
Product Samples
Often customers will want to see a sample item first before they purchase a large order of custom screen printed or embroidered garments. To both meet the needs of our large and diverse customer base and keep our own operating costs down, we have created a detailed sample policy.
Blank Showroom Samples
Hundreds of garments and other imprintable items we sell are available to view in our showroom. Anytime during our business hours, you can come and visit our showroom to see several different product options. Many showroom items are available to be checked out for a few days provided they are returned within 2-3 days. Please note that we do not have every style/color/size option from our catalog on hand in our showroom. If you are looking to see a specific sample style number in a specific color or size, you should contact our sales staff first before you drive to our office.
If we don’t have a particular item sample in our showroom, then we will have to purchase it from one of our wholesale resources. All items we offer can be individually purchased as a sample just the cost of the item plus shipping. Speak with your sales representative for the sample cost of an item.
Returnable Samples
Some premium items like jackets & polo shirts can be ordered as a sample and shipped directly to you. After you have made a decision on which style or item fits your needs best, you can ship back the items and just pay the cost of the freight. *Please note samples to be returned must remain first quality and cannot be worn or laundered. In addition, we are limited to a sample check-out of 3 items per customer, per order.
Rebate back to large order
If you know the item style needed and would like to order a sample range of sizes to measure your own group, that is no problem. Just place a blank sample order for all the sizes you believe will be ordered. Once you have all sizes figured out, return the samples back to us so we can insert them into your larger screen print or embroidery order. We will rebate the cost of that initial sample order on your larger order placed, less the freight costs.
Hanes T-shirt & Sweatshirt Size Packs
For some of our basic Hanes t-shirts and sweatshirts, we already have pre-assembled size range packs that you can check out for up to two weeks. These size packs are great for Spirirtwear orders where the parents can go to a front office to make sure the size they are ordering are the right size for their child. The Hanes size packs are available for check-out at no cost for our KI Spiritwear customers. Please inquire with our sales staff if you would like more information on the Hanes Sales Pack.
Quality of Our Work Sample
If you need to see a completed item that represents the quality of our screen printing or embroidery work, again no problem. Kustom Imprints believes our production quality is the best in our industry and we have no problem showing you examples. Please indicate with our sales department which specific type of sample you would like and we will send it out to you.
Pre-Production Samples
If you require a completed production sample item with your exact screen print or embroidery work done on it, that is not a problem, but it may incur an extra cost and delay the production deadline. On large volume orders, we believe a pre-production sample is often a good idea and recommend it. It will assist you in confirming the right design sizing, placement, and colors before the whole order is run.
Screen print pre-production samples are more costly than embroidery samples because the set-up time on our equipment is much lengthier. Pre-productions samples cost:
Screen print pre-production samples… Sample Item cost + $20.00 per each imprint color & imprint side
Embroidery pre-production samples… Sample Item cost + $25.00 embroidery production cost
If your volume order total exceeds $2,000, you may qualify for a pre-production sample at no cost. Please inquire with your sales representative if you are going to place a larger order.
