FAQ
MUST READ – TERMS MUST BE SIGNED OFF ON BEFORE AN ORDER IS PLACED.
TURNAROUND TIME
Our standard turnaround time is currently 10 business days from the time a order is paid and the artwork is approved. The term “standard turnaround” refers to orders which are our standard prints and don’t include additional services on the order. Some of our services and printing methods will add to the standard turnaround time. If you have a specific deadline (see In-Hands Date below) that you need to have met, please notify us when placing your order. Taking more than 24 hours for approving your order will add to your turnaround time. Rush Fees may apply to orders needing a quicker turnaround time than what our standard turnaround time offers. Next Gen CustomERApparel will not be held responsible for missing deadlines due to weather conditions, power supply interruptions, vendor shortages and errors, shipping errors, or any acts of God. If we expect or foresee any problems in advanced, we will be sure to notify you and work with you to rectify them.
Payment & Shipping
Due In Full: Payment is due in full to begin an order. Delay in payment even with the artwork approved will delay the start date of an order.
Orders that require an in-hands date sooner than our standard turnaround time (per the order specs and services) are subject to rush fees. Below is the rush fee percentage schedule which indicates the percentage amount to be added to the order total, based on how many days are being cut out of our specified turnaround time. Rush orders still incur the same limitations as outlined in the turnaround time above. So, if a rush order needs an in-hands date 3 days earlier than our standard turnaround time for your order, 30% of the total order will be added as a rush fee.
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1 Day: 10%
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2 Days: 20%
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3 Days: 30%
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4 Days: 40%
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5 Days: 50%
Rush time frames are based on our current production schedule and do not include shipping time. Next Gen CustomERApparel will not be held responsible for shipping issues once your order has left our facility.
ARTWORK CREATION & OWNERSHIP
All artwork created by Next Gen CustomERApparel is the sole property of Next Gen CustomERApparel. If you hire us to create artwork for you, you are strictly paying for the labor and thought process to produce the artwork. You are not paying for the ownership and rights of the artwork. Rights to the artwork can be purchased in addition to the creation fees.
Any artwork you submit to us for printing, that is not being created by Next Gen CustomERApparel, is owned by you or its rightful owner, not Next Gen CustomERApparel. We will not reproduce your artwork, trademarked or not, without you or the rightful owner’s consent.
ART APPROVAL
All artwork must be approved. Upon receiving your initial mock up, you will be allowed one additional set of revisions free of charge. Any additional revisions past that point will incur an additional Art Preparation fee to be billed at our current rate. Changes to the artwork after approving the mock up could push back your ship date. We will not be responsible for errors, misspelling, or otherwise in approved digital mock ups and artwork.
MANUFACTURER DEFECTS
Next Gen CustomERApparel is not responsible for manufacturer defects such as garment color inconsistencies, mislabeled sizes, loose stitching, label inconsistencies, or other garment defects. We do our best to inspect the garments as they are printed, but we cannot guarantee each garment. We highly recommend ordering 5% extra of each size to avoid the possibility of the aforementioned issues.
GARMENT SUBJECTIVITY
Next Gen CustomERApparel will not be responsible for you not liking the garment printed on or the printed artwork. We do our very best to make sure you have selected a garment that you will expect and matches your needs, but we also expect you to do some research on your own. We do our best to provide garment size specs for each product listed on our website. If size specs are not listed on our site, we recommend you confirm and verify them on the manufacturers’ site to ensure the garment is going to fit as you intend. If there’s any doubt about whether you’ll like the selected garment, we recommend ordering a blank sample first. Please keep in mind that ordering blank samples will push back the turnaround time. Blank samples are available for purchase, but are not refundable or transferable towards a full production run.
CARE INSTRUCTIONS
In order to ensure image longevity and vibrancy, we recommend machine wash cold, tumble dry low for all prints. Foil prints should be washing inside out and line dried.
We will do everything we can to ensure images are printed in a consistent location on all garments within a run. However, small variations should be expected. For example, if a request is made for an image to be printed 2″ below the bottom of a collar, a 3/4″ standard deviation in either direction will be considered acceptable. If a request is made for images to be printed near the tag area on the back of the shirt and directly over the tag, it could have small ink coverage inconsistencies and will be considered acceptable.
IN-HANDS DATE
If you have a specific deadline (in-hands date) for your order that is sooner than what our standard turnaround time would deliver, please notify your Account Executive immediately. Orders needed sooner than our standard turnaround time for your order may incur a rush fee.
SHIPPING
We ship via UPS & FedEx. To view normal transit times, see our shipping map. A tracking number will be sent to you shortly after your order has left our facility. Alive Inside Productions will not be responsible for shipping transit complications for any reason such as errors, weather, strikes, or otherwise. Shipping time is not included in our turnaround times. Shipping expenses are the sole responsibility of the client and will be added to your invoice unless otherwise agreed upon prior to your order. Shipping costs are not normally included on quotes. Next Gen CustomERApparel assumes no responsibility for goods once they have left our facility. We will not be responsible for shipping to a wrong address if it was listed on your quote and you failed to correct the address upon quote approval.
GUARANTEE
We fully stand behind our work. If for any reason we make a mistake printing your order and it is not what was agreed upon and falls outside of these Print Policies & Guidelines, we will gladly reprint your order within 10 business days. We do not offer refunds.
CANCELLATION / REFUNDS
Great customer service starts with trusting your service provider. We want to make sure your experience with Next Gen CustomERApparel is a positive one. That's why it is in our company name and why we offer the following guarantee:
Full Money Back Guarantee
If you’re not satisfied with your new Printed Item, for any reason, we’ll refund your money. Your satisfaction is our only concern.