| FAQs
Frequently
Asked Questions
1. How do I submit an order?
2. What information is
necessary to process orders?
3. How do I place a reorder?
4. How do I cancel an order?
5. What if I need a rush
order?
6. What if I have a below-minimum
order?
7. How do I order a product sample?
8. When do I receive order confirmation?
9. What is an order rejection?
10. What is the normal production and delivery time?
11. What if I have a return?
12. What is your price policy?
13. What are your credit terms?
14. How do I find out about credit eligibility?
15. How do I submit artwork?
16. What if I have legally protected graphics?
17. If I have shipping
questions?
18. How do I deal with freight claims?
19. What about production overruns
and underruns?
20. Can you perform miracles?
1.
Written Orders Only
No matter how many times we have talked on the phone about your intended
purchase, we have to have it in writing to get the ball rolling. You may
fax the order if you choose: 303/823-0332. Or email: orders@visability.com.
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2. Product Information Required On Orders
a) product ordered (include
VisABILITY item number, if known)
b) color of item
c) quantity needed
d) sizes (if wearable merchandise)
e) whether or not you require mailers or special product packaging
f) imprint description
g) imprint location and size
h) imprint color(s) - use PMS numbers (Mug Orders - Information on PMS
numbers and ceramic links.
Processing Information
Required on Orders
a) your purchase order number (if an authorized PO is required by your
accounts payable department for payment of our invoice)
b) your telephone number
c) your fax number
d) your email address
e) preferred delivery date if applicable - the in-hand date when merchandise
is absolutely needed (e.g. for an event)
f) ship-to address
g) bill-to address and contact
h) information about samples - what kind and when needed
i) an indication of whether or not you want VisABILITY to warehouse and
fulfill all or part of your order
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3. Reorders
If you have an exact reorder of a product the order may be emailed or
sent by fax to: 303/823-0332. The quantity doesn’t have to be the
same as in the original order, but changes in quantity often result in
changes in price. Some factories have screen re-set charges, which we
will add to your invoice.
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4.
Order Cancellation
If unforeseen events force you to cancel an order and the manufacturer
has not yet produced the merchandise, we will gladly accommodate your
revised needs by telling the factory to cease work on the order. We will
invoice for any expenses that have been incurred for the canceled order.
Once production begins on a custom order, it cannot be cancelled.
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5.
Rush Orders
Many manufacturers will adjust their production schedule to accommodate
an emergency order. An upcharge may be imposed - usually a flat fee of
$25-$100, but sometimes a percentage of the order total. Availability
of rush service varies seasonally and by manufacturer. Call us if you
are in trouble and we’ll check for you.
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6.
Below Minimum Orders
Some manufacturers will occasionally accept orders for quantities less
than their standard minimum. Below minimum quantity orders usually require
a surcharge of approximately $25. Call us and we'll check for you.
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7. Product Samples
Want to see what an item looks like before deciding to order? There are
three options:
RANDOM SAMPLE - OPTION
#1
We have samples of many imprinted
products on hand and we can always order one from a factory. So, if you
want to examine the product and don’t mind the fact that it will
have the logo of some other organization - or no logo at all - then ask
for a RANDOM SAMPLE.
(VisABILITY does retain the
right to bill for sample merchandise not returned to us and for expedited
shipping costs when rush delivery is requested.)
VIRTUAL SAMPLE - OPTION
#2
You can also use our "virtual
sample" service. Send us your art and we will create a virtual sample
and send you an email mockup of the selected item - imprinted with your
logo.
PRE-PRODUCTION SAMPLE -
OPTION #3
A custom pre-production sample
is also called a prototype or a “spec” sample. It is actually
the first item in your custom order to come off the production line -
after which the rest of the job is pulled off the production schedule
until you have approved the prototype. This will allow you to examine
logo size, logo placement, and imprint color on the actual product before
the entire quantity order is produced. Here are the factors involved in
this option:
The prototype requires the complete pre-production process in our office
and at the factory. After that the sample is run through the production
line. So this is a more complicated, expensive and time-consuming sample
option.
You must let us know that you will need a pre-production sample at the
time you place your order.
Some high-end factories require a prototype for certain products and/or
certain high-quantity orders. They will begin quantity production only
after the client has received and approved the pre-production sample.
Normal production time for a spec sample is about two weeks - plus a few
days for shipping.
Most factories charge for a spec sample. Be sure to check before you request
a pre-production sample so that you may include the cost on your purchase
order. (If the factory requires one, we’ll inform you.)
Samples are useful and sometimes
essential. We are always pleased to accommodate your need for them.
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8.
Order Confirmation
An Order Confirmation will be sent to you after your custom order is entered
into our system. This form details the prices you will be charged and
other elements of your order. Please check it carefully and alert us immediately
if you have a question or spot an error.
The Order Confirmation is not an invoice.
(Note: for public broadcasting QwikShip inventory orders there is no order
confirmation issued.)
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9. Order Rejection
No matter how enthusiastically requested by a client, VisABILITY won't
sell an item unless we are confident in the quality of the product and
the reliability of the manufacturer. We really do turn down orders when
we are not reasonably sure that we can stand behind the requested product
or the manufacturer.
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10. Normal Production and Delivery Time
ORDER EARLY! We process orders in the sequence received.
Normally it takes three to
four weeks to produce custom-imprinted merchandise. Offshore production
may take three or four times as long - depending on the country and factory
selected, the item being produced and the form of transport chosen.
Making a custom pre-production
sample or altering your art can add a week or two to the production time.
We process and submit most orders to the factory within 24 hours after
they arrive at our office. But your actual delivery date will ultimately
depend on the time required for production and shipping.
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11. Returns
Products customized with your graphics cannot be returned.
Exemption for public radio and TV stations: Merchandise from our QwikShip
inventory that is not customized and is in resaleable condition may be
returned within 30 days of purchase. (CDs, DVDs, and Videos must be un-opened.)
There is a 15% re-stocking fee. Merchandise must be returned to:
VisABILITY
Attn:
Returns
443
Main Street
PO
Box 1659
Lyons,
CO 80540
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12.
Price Policy
We don’t nickel and dime our clients.
Product, production and operating costs do fluctuate. When costs drop
we pass the savings on to our clients. When costs increase, we absorb
them as long as we can and then adjust prices.
Normally we invoice for only three things:
- · Pre-production
charges from the factory
· Merchandise, including custom prototypes
· Freight
Before an order goes to a factory
we will prepare the graphics for imprinting on the selected product. We
don’t charge for the first hour of our graphic designer’s
time, and the task is usually completed within an hour. We do charge graphic
services beyond that.
When our cost to meet client requirements exceeds the norm, we will provide
notification that the client’s requests are edging into billable
territory.
13.
Credit Terms
VisABILITY invoices are issued upon delivery of merchandise and are payable
in 21 days, in order to maintain the VisABILITY price structure and to
continue the unusually high level of support and service we provide clients,
it is essential that each client understand the 21- day payment responsibility.
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14. Credit Eligibility
VisABILITY extends credit to CPB-authorized public radio and television
stations.
Accounts must be kept current in order to maintain this credit status.
Non CPB-authorized stations and non-broadcast clients may also apply for
credit.
We accept payment by Visa, MasterCard and American Express for all orders.
All orders under $50 must be paid by credit card, or prepaid by check.
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15.
Submission of Artwork to Be Imprinted
VisABILITY will provide minor
pre-production adjustments to art before initiating a custom order. We
work well with designers and can steer your designer away from potential
production problems. So, it's a great idea to have your designer call
us with questions or concerns and send us the art so we can comment while
it is still in development.
Art is considered "camera-ready" if touch-up, reconfiguration,
color separations, or repair are not necessary. However, pre-production
adjustments are often required on art that was not specifically designed
for the imprinting process, e.g. mug surfaces, t-shirts, etc.
Xerox copies, faxes, stationary
and low-resolution printouts can’t be used, but hard copy submissions
are acceptable if they are camera-ready and black and white.
Electronic submissions are
acceptable using a Macintosh platform in the following formats: floppy
disk or Zip disk; Quark Express, Freehand, Illustrator, and PhotoShop.
Please submit electronic art
to: art@visability.com
The following must be provided
with all electronic art submissions.
1) DOCUMENTATION -
Written instructions, station name, contact name and phone number
Printouts of composites and
color separations
Font listing and Collect for
Output Report (If layout is submitted in Quark)
Printout listing what documents
are on the disk (If Quark Report
is not applicable)
2) ON DISK -
All Layouts
All TIFF and EPS images
All fonts, including bitmapped
and outline versions
Note: Placed EPS images should have fonts converted to outlines
Complimentary Services Provided
By VisABILITY
Check disk for readability
Print out comps & separations at 1200 dpi
Simple adjustments (less than 15 min. of design work)
Resize art to imprint size
Consultation on production requirements
Consultation on client’s graphics standards specifications and policy
consultation & preview of art via e-mail
If submitted graphics need
extra work to become ready for the pre-production stage of the selected
printing process, VisABILITY will notify the client. At client request,
our graphic designers can provide all services necessary at $40 per hour.
Questions? Need design assistance?
Contact VisABILITY (303) 823-0327 or e-mail at art@visability.com
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16.
Legally Protected Graphics
Clients submit artwork to VisABILITY for reproduction on products. In
doing so they grant authorization for such reproduction. And they provide
assurance that the reproduction ordered is in full compliance with all
applicable laws regarding copyright, trademark, service mark, patent,
privacy or similar rights and protections. Further, clients agree that
VisABILITY, its staff and owners as well as the factories and sub-contractors
it selects to work on an order for which such reproduction is required,
are all saved harmless from claims to the contrary.
Restricted Access to And Use of Public Broadcasting Graphics:
The corporate logo for NPR®, PBS® and PRI ®, logos for the
programs they produce and/or distribute, and the logos for independent
programs, as well as certain phrases and other branding elements, are
each copyrighted, service marked or otherwise legally protected. These
branding elements may be used only by approved parties and under strict
controls concerning the products to which they are applied and the form
and appearance of the imprint. As the product supplier, VisABILITY has
on file the graphics and logos and graphics standards for all program-related
items on this website. Prior consent and approval of the logo owner is
required for the use of such graphics on items not presented herein. We
will make arrangements on your behalf.
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17.
Shipping
All custom merchandise is sold FOB factory. This means that the goods
are legally yours when they leave the factory, and you are responsible
for the cost of freight from the factory to your desired destination.
Merchandise supplied to public broadcasting clients from VisABILITY QwikShip
inventory is sold FOB:CO. Freight charges on all orders are prepaid by
VisABILITY and added to the client's invoice. Shipping point is noted
with product information.
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18.
Freight Claims
Upon receipt, inspect your shipments carefully to identify broken boxes
or unanticipated rattles. Note any damage on the delivery forms and have
the driver sign to acknowledge. Within ten days, send us a copy of the
signed form plus a summary of the damage. We will straighten it out with
the shipping company for you. NOTE: if the shipment arrived by UPS, you
must also retain the original shipping cartons so UPS can inspect them.
When your order ships from the factory to VisABILITY's warehouse for fulfillment,
rest assured that we take care of any freight claims for you automatically!
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19.
Production Overruns and Underruns
Most custom items are shipped and invoiced in a quantity that ranges between
5% more than you ordered and 5% less than you ordered. That is because
the manufacturer will imprint a few more than you order and then the final
quality inspection will reject all those with imperfect imprints. For
ceramics the plus or minus factor is 10%. You will be invoiced only for
the number that is actually shipped after passing the factory's quality
inspection.
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20.
VisABILITY Miracles
From time to time every client will have a budget, marketing or deadline
disaster. In those times of crisis we always make maximum effort to solve
the client’s problem. We are often able to get art revised or merchandise
produced in a remarkably short time. When a full-bore rescue attempt is
required, we deliver!
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