Terms & Conditions
Deposit and Payment
A 90% deposit is required to begin Branding. Payment in full is expected when the order is complete and before we release the order for shipping. We accept cash or internet banking until money in our bank account. If a completed order is not paid for within 10 business days an additional financing charge will apply.
Typical turnaround time is 5 working days from the time that a 90% deposit is collected and art mock ups are approved with a signature or via email. Some services like relabel will add to our typical turnaround. Rush charges may apply for orders needed sooner than our typical turnaround.
Turn time on larger orders (1500 pieces or more than 5 designs) may require longer time to produce. Please inquire about our current turn time on larger orders.
All orders with a specific deadline must receive written confirmation from ImageOn. Requesting a deadline does not make it effective, as scheduling often needs to be confirmed with our production manager.
Drop Dead Dates
We define a drop-dead date as the day that the order needs to be completed and ready for shipping (as opposed to an “in-hands-date”, the date when the client needs the order in their hands).
We will not commit to a drop dead date until we’ve gotten order confirmation from the client. It is the client’s responsibility to inform us of their garment selection, quantities and deposit payment. We also need to know the desired completion date upon confirmation, at which time we actually apply the drop-dead-date to the job.
We cannot guarantee a place on the schedule without having complete info and a confirmed order up front (Believe us – we’ve learned from experience). If we do offer a place on the schedule in anticipation of a confirmed order, then we will hold that slot for 24 hours before putting a different job in its place.
We understand that there are occasions when orders are needed sooner than 5 business days and we strive to fulfil those orders. If an order is being shipped, then the rush charges apply to our production time only. The amount of time it takes the carrier to get the order to you is not guaranteed by ImageOn. Rush orders require payment in full to begin printing. We cannot guarantee that we will accommodate all rush orders.
Out Of Stocks
It is unfortunate, but sometimes our vendors will run out of particular styles or colours. If this happens we can offer a variety of possible substitute products from other vendors, or you can choose to wait until the items are back in stock. If you choose to wait for the inventory to be replenished, then we cannot guarantee the turnaround time or that the items will be back in stock when the vendor says they will. If you choose a substitute garment, then we should be able to stick to our typical turnaround time unless those garments are out-of-stock as well.
Estimates expire in 30 days. Estimates are subject to change upon review of submitted artwork. Prices may be revised at the time of invoice based on actual prints.
Art And Preparatory Materials
Final print ready art files will be uploaded in our system. Print ready artwork will not incur any additional fees. If further art work is necessary, art time will be billed as reset up at current rate. Art files should be named in correlation with the job name. ImageOn will print art files as they are received, we will assume that all images have been sized for final print dimensions.
We will provide one mock up on our own template in PDF format free of charge for every order. Additional mock ups on our template are available upon request and will be billed at the current rate. Approval of mock ups on our template are required regardless of how detailed client provided mock ups may be, including reorders, and must be approved by e-mail ImageOn will not be held responsible for any misspellings, grammatical errors, or any other design flaw.
Graphic Design Services
Here at ImageOn, we recommend customers come with their own art, or work with a graphic designer on their own time to develop the art for their project, in order to ensure that your tees are printed in a timely fashion. However, if this is not an option, we can offer graphic design services at $30 plus GST per hour, billed in half hour increments.
Before beginning any graphic design work, the client and the designer will clearly lay out exactly what work is to be done, and how the end product will look. Please note that there is a great deal of “behind the scenes” graphic design work that is time consuming but may not be evident until the final product is printed, such as colour separations, and redrawing certain elements to make them print ready at high resolutions, and these are considered when the designer gives an estimate for how long a project will take.
Once the estimate for graphic design work has been approved by the client, and terms agreed upon, the designer will begin working. The graphic design department can only do the work that you ask for, so please be explicit about the end product you have in mind, and when presented with works in progress, please state clearly what you like, and what needs to be changed (and how). With each project, the client will be allowed two revisions (minor quick fixes, such as “move this text slightly” may not count towards these, at the designer’s discretion).
We have a limited amount of time to spend on creating customer art since we need to focus on printing. In some instance we may have to reject requests for graphic design work when our workload does not permit.
Best Branding Method
We will always choose what we think is the best branding method for your job unless you specify otherwise.
Garment Selection And Subjectivity
For custom orders we purchase and supply the garments. We expect our customers to do the research on garments before placing an order with us. If garment selection is sensitive, we strongly encourage ordering samples of the garments before placing an order. When the final order is received, we cannot guarantee that the customer will like the garments they chose. We do guarantee print quality at all times. We also will open our showroom to show customers samples of what we have in the showroom to aid the decision, but we cannot guarantee that every garment is in the showroom. Subjectivity, or whether or not the customer likes the garment they chose is the responsibility of the customer and not Forward Printing. The customer is responsible for knowing the terms of the company whose garments they chose to purchase.
Forward Printing is not responsible for mistakes or defects on behalf of the manufacturer or distributor: mislabeled sizes, inconsistent coloring, dye lots, manufacturer garment defects, etc. All garments will be counted in bulk (dozens, or however they are packaged by the manufacturer). We cannot inspect each garment or count them in individually. Manufacturer and distributor defects or miss-shipments will delay production until all garments are received. It is highly recommended to order more garments than needed for each size. All additional garments will be included in the print run and we will bill for what is printed.
Customer Supplied Garments
We require contract screen-printing clients to provide us with a detailed list of garments including manufacturer, style number, colour, size, and quantities of each to be printed prior to order confirmation. We may be unable or refuse to print on certain garments based on garment content.
Proofs And Samples
Pre-press production samples cost $30 per colour printed per location and are subject to standard turn time. We can send blank samples of any garment, along with previously printed samples, for far less than a printed sample.
Essentially, the quality of our work speaks for itself, and how we will gladly send examples of our print work. Additionally, our mock ups are very meticulous and we are well educated with how our inks work with most garments. Why waste time and money with a printed sample when we can deliver the quality you want straight out the gate?
We do not offer in house press checks.
Pantone Colour Matching
You can choose any of the colours from our House Colour List: Custom pantones that are not on the house colour list will be billed at current rates. Colour and pantone matching on textiles is not exact or guaranteed although we typically are able to print colours very close, if not perfectly matched. There may be a reasonable variation in colour due to a number of factors. You cannot trust the colours in our mockup to be true when viewed on a monitor or printed page. Using a current Pantone book is the best way to accurately communicate colour with us. If you are sensitive about the print colour, then please verify against a Pantone swatch. We cannot be held responsible for a colour verified against the visual mock up only.
Mistakes and Misprints
In the event that we make a terrible error in printing your shirts, then we will reprint the order for you at no additional cost. We do not offer refunds. This rarely happens and really only applies to serious mistakes like printing the wrong art, printing the wrong location, or ordering the wrong colour garments. If you are about to explode because your print is 1/4″ too high, then you really need to calm down and come back to the reality of reproducing artwork on a flexible and not-so-smooth substrate.
In this (and any printing industry), misprints happen. A screen could come out of registration, we may find a defect in the garment, the garment may come from a bad dye lot, etc. There are a million things that could go wrong but we manage to keep misprints and defects well below 1% of all garments printed over the course of a year. This isn’t to say that your order will be guaranteed to have less than 1% misprints, this just happens to be our average. If we misprint a few of your garments then we will NOT charge you for these, and we’ll likely even throw them in with the order at no charge if they are passable. Since misprints can happen, we’d encourage you to order extra garments if you need exact quantities due to pre orders or team member requests. For example, if you are ordering a single Extra Small garment for your kid, there is a chance that this garment becomes a misprint. It would be unreasonable for us to re-setup the screens just to print this single shirt. Instead of getting mad at us, why not order a few extra pieces of the garments that you have low quantities on?
We try to minimize it, but misprints do happen and we cannot predict when. Work with us and plan ahead.
Overruns And Under runs
Overruns or under runs not to exceed 10% on quantities ordered shall constitute acceptable delivery. Forward Printing will bill for actual quantity printed. In other words, we may print too many shirts (extremely rare) or we may botch a few and deliver a few less than ordered. This is the nature of the printing industry. If you REQUIRE exact quantities, then please have a conversation with us about it. We’ll likely need to charge an “exact quantity fee” in order to insure this, meaning that we’d order more than we need in case there is a misprint. We will return the unprinted garment and pay the restocking fee.
Shipping is not included in estimates unless specified. Shipping time is not included in turnaround time.
Once the shipment is handed over to the carrier, we cannot guarantee timeliness or exact delivery dates.
We can split your order and ship to multiple locations, billable at current rates. Please let us know about the split shipment before we print and box your order, otherwise additional charges may apply.
All items will be bulk packaged. Individual folding, tagging, bagging, etc. shall be charged at the current rates.
Garment Sorting (For Contract Printing):
If we have to do a large amount of sorting in order to break up your order into various designs, then a separate sorting fee may apply. For example, if you are printing 3 designs and we have to divide every dozen shirts into 4 shirts per design then we may have to add a sorting fee. You have the choice to pick up your garments at our facility and sort the shirts yourself offsite or you can issue separate PO’s to your vendor.
Orders under piece minimum or that do not have garments called out will not be counted or sorted, they will be printed in bulk. To ensure the correct product is received and printed, we will require you to deliver the garments sorted by design and colorway, or you can choose to pay us to count and sort at the rate of $15.75 an hour, minimum charge of 1/2 hour.
Misprint Allowance (For Contract Printing)
When printing on customer supplied garments, we require a 3% misprint allowance or a minimum of 1 shirt per design per garment colour, whichever is greater, with no penalty to us. Percentages are based on quantity of imprints, not quantity of garments. We strongly recommend that you order extra garments in each size, style and/or colour in the event of misprints. Exact Quantities are not guaranteed and are not available on Rush Orders. ImageOn will not be held responsible for consequential damages such as profit loss on spoiled goods.
Receiving Your Order
We encourage you to check the quantities and quality of the garments you receive from us immediately. ImageOn cannot be held accountable for defects or problems with your order unless contacted within 48 hours of delivery.
In the event an order needs to be cancelled, refunds or return of deposits will be based on the status of the order (Have the items been ordered? Have any of the items been printed? Etc.) and may be subject to penalties and/or restocking charges.
Colour Fidelity On Split/Linked Prints
Because of the split print process, you may notice some minor color variations between the split locations. Our heat curing system can affect the dischargeable of a fabric, which can affect the appearance of the color of the second print even when we use the exact same ink throughout the process. While we can’t guarantee an exact match for both locations every time, we will absolutely try our best and hold ourselves to the same high quality standards we usually do.
ImageOn stands behind the quality of our screen printing. We will reproduce your graphic onto the garment or substrate with maximum accuracy, quality, and consistency. The satisfaction of the end user with the final printed product is subjective. We offer detailed mock ups (approval by the client is mandatory for every order), digital press proofs ($30 for each location), or pre-production samples ($20 for each color printed or each screen set up) for end user review. We operate under very specific and numerous quality controls, standard operating procedures, and guidelines to ensure a quality finished product, we will not be held responsible for end user subjectivity.
Terms and prices are subject to change without notice.
Digital & Printing
Instructions for Flex and Flock Products
Designed not to fade, our plot printing materials are of the highest quality. Please note the following recommended care instructions.
· T-shirts should be washed inside out and set on a gentle machine cycle in cold water. Sparkle Flex should be hand washed.
· When drying: Tumble dry on low heat. Machine drying not recommended for Sparkle Flex.
· To avoid possible shrinkage: Lay flat to dry.
· To maintain the life of the design, t-shirts should be ironed inside out on a low heat setting without the use of steam. This step also aids in refreshing the colors in the design.
· Dry cleaning is not recommended.
All digital prints, especially those designed with dark colors, are prone to fading over time. Digital designs can be preserved very well for 1-2 years if these recommended care instructions are followed.
· T-shirts should be washed inside out and set on a gentle machine cycle in cold water.
· To avoid any form of fading, machine drying is not recommended.
· Lay flat to dry.
· Dry cleaning is not recommended.
The supplier always uses good quality garments and substrates, but cannot guarantee nor offer a warranty upon the quality of manufacture of any garment or substrate nor upon the conditions in which the goods are transported during delivery. If the customer should discover (within 3 days of delivery) that an item is faulty, then the Supplier will replace the goods, subject always to the goods being returned for inspection prior to any replacement being made. To claim under this guarantee the customer must contact the supplier and obtain returns authorization. Once authorization has been obtained the customer should return the alleged faulty goods to the returns address given. The goods will then be inspected and if the alleged fault is found a replacement will be issued.
Returns of embroidered and printed goods are not accepted under any circumstances other than those described in sub-clause 13.1.
The guarantee detailed at sub-clause 13.1 is not relevant and does not exist where the customer has supplied their own garment(s) or other Substrate(s).
Every care is taken to ensure that all goods submitted for embroidery and printing by a customer are returned in the condition in which they were received. However, it should be understood that they will be subjected to a mechanical process during embroidery. Any and all items submitted to the supplier, which are the property of the customer or any third party on whose behalf the customer is acting, are submitted entirely at the customer’s own risk.
The supplier will not be liable for damages arising out of or in connection with the use of ImageOn , including use outlined at sub-clause
Sizing information provided by garment manufacturers is beyond the control of ImageOn and ImageOn shall not be liable for the fitting of garments which are supplied correctly and in accordance with the sizes specified by the Customer in their order. ImageOn does not provide sizing advice.
The customer accepts that due to the dyeing process they may see a shade difference between products of the same color.
The customer accepts that due to production tolerances we cannot guarantee exact design positioning or replication of each design
Print and thread color's are not guaranteed to match customers supplied artwork. Always order a pre-production sample if in doubt. 13.8. Samples will only be credited if in their original packaging and in perfect condition. There is a 20% restocking fee + carriage cost to return to our distributor. Samples returned to be used in an order will be credited to their full value.
ImageOn does not backup your data/installation beyond what has been advertised in your plan and whilst every attempt would be made in the unlikely event of any corruption or hardware failure, ImageOn cannot guarantee to be able to replace lost data. This includes loss of data resulting from delays, non-deliveries, wrong delivery, and any and all Service interruptions caused by ImageOn and its employees.
ImageOn makes no warranties or representations that any Service will be uninterrupted or error-free. You accept all Services provided here under “as is” without warranty of any kind.
So far as permitted by law and particularly in respect of non-consumers, all implied conditions, warranties and terms (whether express or implied by statute, common law, custom or otherwise) including, but not limited to, those relating to the exercise of reasonable care and skill, fitness for purpose and satisfactory quality (where applicable) are hereby excluded in relation to each of the Services to be provided here under to the fullest extent permitted by law.
For the avoidance of doubt, any use of the Services and/or any Package in the course of conducting business shall give rise to you being a non-consumer and the provisions of this Agreement affecting the statutory consumer protection you would otherwise be afforded as a consumer shall not apply.