ORDERING
Please order directly from our website, by phone, by email, or by fax. When ordering by email or fax, please include your contact information so we can contact you directly should we have questions regarding your order.
For security reasons: Please do not send credit card information via email. We will contact you by phone for payment information.
The current status of your order, its anticipated ship date and estimated transit time will be available in the My Account section of our website.
RUSH ORDERS
If you need an item sooner than the standard production time published on the item details page, please call. In most cases, we can accommodate reasonable requests for rush service, or recommend a product that can be produced in the time allowed. Some manufacturers charge a fee for rush service. You will be notified of any rush fees prior to production.
Important: If you have an event, please make sure we are aware. While we do everything possible to meet your event date, some factors are outside of our control. Please order far enough in advance to accommodate any unexpected delays in production or shipping.
Note: Rush service does not guarantee delivery time. It only expedites the production process.
ARTWORK
We can work with nearly any type of digital artwork file provided it meets one of these criteria:
- Vector Files: AI, EPS or PDF file with all fonts converted to outlines and all placed images embedded
- Bitmap Images: High resolution JPG, TIF, GIF, PNG saved at 300 dpi or better AND at imprint size or larger
Please note: Bitmap images that start out as low resolution graphics cannot be saved at a higher resolution nor can they be converted to vector images (EPS).
If you order online, you can upload your art during the checkout process. You can also email your artwork to: graphics@swagbrokers.com. For larger files, you can FTP directly to our server; please call for login information.
For printed artwork, please send to:
swagbrokers.com
Graphics Department
21020 North 8th Way Suite 1
Phoenix, AZ 85024
All logos and artwork are preserved in our archive for use on future orders and can be accessed and managed via your online account. We will always do our best to match your exact color requests. Colors vary between different imprint technologies and methods. PMS color matching capabilities vary with each product and manufacturer. If you require a PMS color match, please call us. If you have questions about artwork, please call 855-386-7924.
PROOFS
Every custom printed order requires customer proof approval prior to production. When you receive your proof, it is imperative that you double check all of the details of your order for:
- Imprint method
- Spelling
- Placement
- Item color
- Imprint color
- Quantity
- And all other specifications
If you have questions or see errors on the proof, please reject the proof and note the revisions. A new proof will be generated.
Important: Once approved, your order will be printed exactly as specified on the approved proof. We will try to bring up any concerns with the imprint on the proof such as type size, legibility, or color concerns and will present them in red type on the proof. We cannot be held responsible for any oversight during the proof process.
SETUP CHARGES
Custom imprinting your logo on an item requires printing plates, silk screens, film, programming, or embroidery tape charges, etc. These costs are independent of the actual costs of imprinting and are billed separately.
For most items these are one-time costs; however, for some items there are recurring charges should you reorder in the future. If you have questions about specific charges or fees, please contact us prior to ordering.
CANCELLATION
In most cases, custom imprinted orders may be cancelled any time prior to proof approval. Once the proof is approved, the order is moved immediately into production and hard costs are incurred.
- Orders cancelled after production has started: May be subject to fees to cover costs incurred and/or items already produced.
- Blank orders: May be cancelled any time prior to shipment.
- Orders cancelled in production: The fee is a minimum of 25% and up to 100% of the total order based on the stage of completion.
- Custom orders: May not be cancelled once product has shipped.
- Blank goods: May or may not be returnable and are subject to manufacturer return policies and may be subject to restocking fees.
Submission of order confirms agreement to these terms and conditions.
RETURNS AND REFUNDS
When you receive your order, please check it thoroughly. Damage or discrepancies must be reported to customer service within 10 business days of receipt of goods. Claims made after this time will not be reviewed.
Correctly printed customized items and special order items are not returnable.
In most cases, blank items may be returned in the original packaging. Shipping charges are not subject to refund. Blank merchandise returns may, at the factory's discretion, be subject to a restocking fee in addition to the applicable return freight costs. Incomplete or partial returns will not be accepted.
Return Process:
- All returns require a Return Materials Authorization Number (RMA).
- Refunds are subject to review upon receipt of the return.
- Return claims must be made within 10 business days of the receipt of purchased goods.
- RMA claims may be subject to expiration, which may result in returns not being accepted.
- Any additional fees assessed to the order at the time of purchase (such as less than minimum fees) are not subject for refund.
- Unauthorized returns are not accepted.
PRODUCT WARRANTIES
Manufacturers warranties vary from 60 to 90 days from date of manufacture. swagbrokers.com does not provide any warranties outside of the manufacturer's warranty period.
SALES TAX
swagbrokers.com is based in Arizona. Arizona law requires us to collect applicable sales tax on products shipped to locations in Arizona. We do not charge tax on setup fees or shipping charges.
We are required to collect sales tax in states where we have nexus according to current tax laws and guidelines. For tax-exempt orders, please provide valid tax exemption documentation prior to ordering.
INTERNATIONAL PAYMENTS
As a general rule, swagbrokers.com cannot accept payments from outside the US. Orders placed from international sources will require other forms of payment such as bank wire or certified funds. Please contact us before placing international orders.
CUSTOMER SATISFACTION
Absolute Customer Satisfaction is our #1 goal. We will do everything in our power to prevent mistakes on orders. We will not start production until you have signed off on your order acknowledgement and digital proofs.
In general, imprinted and customized items are not returnable, unless the item does not match the proof you were provided. Samples are generally available on most items and are recommended if you are not completely familiar with the item you are purchasing.
On larger orders, we recommend that you order an imprinted first article production proof. A few of our manufacturers charge a fee for this, but this is a good way to feel 100% comfortable with your purchase.
If your order is not exactly as you approved on your order acknowledgement and proof, we will replace the items and do whatever is necessary to make sure that you are 100% satisfied with your purchase and your experience.
PAYMENTS
Unless other arrangements have been made, all orders must be paid for before shipping. We accept most credit cards (Visa, MasterCard, American Express, Discover), corporate purchasing cards, or company check. Customers wishing to be put on Account status must fill out a credit application. Production will not start until your order acknowledgement and digital proofs have been approved and payment arrangements have been made.
MINIMUM ORDER SIZE
In most cases, the minimum quantity you can order is the first quantity listed in the pricing grid. Some manufacturers will sell fewer, but may charge a fee to do so. If you have questions about minimum order size for a specific item, please call.
OVERRUNS/UNDERRUNS
Industry standards allow 5%-10% variance on the quantity for customized items. You will only be billed for the quantity that is shipped to you. We make every effort to meet your order quantity exactly, but overruns are billable unless prior arrangements are made.
SHIPPING
Shipping charges are estimated at the time of purchase based on the information at our immediate disposal and are generally accurate. On rare occasion, some unknown factors may affect the shipping cost such as oversized cartons, rural or residential deliveries, or expedited service to meet your required delivery date. If the shipping is substantially different than presented at checkout, we will contact you prior to processing your order.
International Shipments: Shipments outside of the United States may be subject to import fees. Customers are responsible for these costs.
Our preferred carriers are FedEx and UPS. We will determine the best shipping method based on your required delivery date, shipping location, and cost. Shipping is charged at the currently published rates by carrier. We do not charge handling fees over and above the published rates.
If you prefer to ship on your own UPS or FedEx account, please provide this information when you order. If shipping charges are not specified on your order acknowledgement, shipping will be billed post-shipment and this may show up as a separate charge on your credit card.
Shipping Times and Delivery: Transit times provided are estimates only and are not guaranteed delivery dates. swagbrokers.com is not responsible for shipping delays or late deliveries due to factors outside of our control, including but not limited to weather conditions, carrier delays, customs delays, natural disasters, carrier capacity issues, incorrect shipping addresses, delivery area accessibility, and other unforeseen circumstances. Customers assume all responsibility and risk for time-sensitive deliveries and are strongly encouraged to order well in advance of event dates to allow for unexpected shipping delays. No refunds, credits, or replacements will be provided for orders that arrive late due to shipping delays.
PRIVACY POLICY
For information about how we collect and use your personal information, please see our Privacy Policy.
CHANGES TO TERMS
We reserve the right to modify these Terms and Conditions at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after any changes constitutes your acceptance of such changes.