Shipping: We can ship to any address within the United States. Please check with us for shipments to Puerto Rico or Canada.
When you place an order, we will estimate shipping costs for you based on the availability of your items and the shipping weight of the product you choose. The weight of the product you choose will automatically tabulate once you select the appropriate variations and quantity. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
Shipping liquids via air shipping will be subject to $60 hazmat charge per box.
Depending on your location, Standard or Ground shipping could take anywhere from 1 to 5 business days within the contiguous United States.
VIECO Inc. guarantees on time shipment from our warehouses and uses reliable courier services (such as Fedex, UPS, etc.) for product deliveries. While shipment errors/delays are rare, we reserve the right to not be held responsible for courier errors/delays after an order has left our warehouse. Customer will be responsible for full payment of the goods/products even if the goods/product is lost during shipment process or arrives late/damaged due to courier error/delays. In such situations, VIECO Inc. will file a claim with the courier company. Should a claim be successful, we will refund the customer the credited amount from the courier company, which is usually the entirety of the freight cost. We highly encourage customers to indicate "signature required" in any comments box in their order form so that packages will not be left at their door steps where they could easily be stolen or misplaced.
Customers will also be responsible for the entire order and ship costs involved in cases where the order gets returned to us after repeated failed delivery attempts. In such cases, customers will be charged additional freight if they want the product shipped back out to them again.
We highly recommend against changing shipping addresses after an order has shipped. Should customers still insist on making address changes after an order has shipped, an address change fee of $17.50 per box will apply. In addition, changing shipping addresses after an order has shipped may result in shipping delays and lost packages. Missing apartment, suite numbers, or any other shipping details in the shipping field of the order form will automatically incur an address change fee of $16 per box by the courier company (which will be billed to customer's credit card). Shipping couriers cannot guarantee that an address change will go through successfully and the package(s) may still deliver to the original address. As with the above, VIECO Inc. cannot be held responsible for any courier errors/delays.
Return Policy: Customized/Printed products are non exchangeable or returnable. Do note that due to monitor screen variations, colors of the final product may vary from the colors you see in our website or virtual proofs. We can under no circumstances (for purposes of safety or hygiene) accept returns or exchanges on any products in our "Protective Gear" category, which includes Masks, Hand Sanitizers, Bandanas, and Head Scarves.
You may return only certain uncustomized/unimprinted products (please call to check) within 5 days of receipt of the product. Returns are subject to shipping costs incurred to you and an additional 25% restocking fee. You will also be responsible for the shipping costs for returning the product(s). It is important that you first check with us on the address to ship/return the products. Failure to do so may result in the returned product being lost, and we will thus not be able to issue any credits.
You should expect to receive your refund within 2-3 weeks from the time you ship out the package(s). In many cases however, you should receive a refund more quickly. This time period includes the time it takes us to process your return once we receive it (3-5 business days), and the time it takes your bank to process our refund request (5-10 business days).
Customers must make their own determination that their use of product(s) is safe, lawful, and technically suitable in your intended applications.
Order Issues: Customers must contact us within 30 days of receipt of their product if there are any printing issues or if they have received defective products. We are unable to assist with any customer service issues once the 30 days period has passed from the time customer receives the product. Please contact customer service with photographic evidence of mis-prints or product defects. Photographic evidence must contain at least 1 group picture of at least 8-10 of the defective items in 1 single picture. The product must not be used in any way or discarded until the issue is fully resolved. No credits/refunds/exchanges will be possible if the order is used, even partially, during or before the complaint resolution stage. All defective items must be returned and any unreturned items will be charged.
Order Cancellation: Customers may cancel an order and request a full refund as long as production has not begun. One change per order is allowed at no cost. Subsequent changes to an order after the first change are subject to a $30 fee per change. The first virtual proof plus one proof revision are free. After the first order change and/or first proof revision, an order cancellation will be subject to a $30.00 cancellation fee plus $30.00 per order change and/or per proof revision that were made after the first. Once production has begun, customers are responsible for the entire cost of the order, but may request a refund for any shipping costs provided the order has not yet been shipped.
Blank or unprinted products may be cancelled for a full refund as long as the order is cancelled before it has shipped.
Pricing: Every effort is made to verify accuracy of this catalog and maintain pricing. However, we reserve the right to change pricing without notice.
Ink Odor: Screen and pad printed products are printed with inks that must evaporate to dry. In some cases, there may be a residual odor from these vapors. This odor, should it be present, is not considered a defect.
Ink Adhesion: Our Stadium Cups, Steins, and most reusable drinkware and are residential top rack dishwasher safe; due to variables beyond the factory’s control however, the imprint is not guaranteed to stay on. Please hand wash your imprinted drinkware if you would like the printed artwork to stay on. Other products like sport balls are also meant to be used for promotional purposes and we do not recommend that they get played with. We cannot guarantee that the imprint will stay on if the balls are bounced or thrown around especially in wet damp conditions.
PMS Matching & Ink Colors: We can match pantone colors for most products, and can guarantee up to within 1-2 shades of your PMS color on white backgrounds. We do not guarantee PMS color matching or any colored inks on colored backgrounds as the ink color will interact with the colored background and may not achieve the desired ink color results. For this reason, we always recommend using black ink on lighter backgrounds and white ink on darker backgrounds. Metallic inks like metallic silver or gold (if available) will also usually show up well on darker backgrounds. We do not guarantee PMS matching with full color prints. If a specific stock ink color or PMS color is not specified for your order, we will match it with our closest stock ink color or a suitable PMS color. We cannot be held liable should you be dissatisfied with the final outcome as the specific color was not provided with the order.
Scuffs & Scratches: It is the nature of paper and plastic to scuff and scratch during stacking and shipping. Clear and dark colored plastics show this the most. These scuffs and scratches are not considered a defect. If this is a concern order a random sample. However, this is still no guarantee that your product will be better or worse than the sample you received, as the scuffs and scratches are random in nature.
Product Color Variation: Due to screen/monitor variations, the color of a product you see on your screen is only an approximate. It is never accurate to judge product color based on what you see on your monitor screen. If you are particular about the color of a product, it is important to call to inquire on the exact pantone color of the product or request a sample of the product. All Products color may also vary from lot to lot. This fact is especially important to note in regard to repeat orders and/or ensembles of different products.
Product Quality: quality is subjective and opinions can vary widely from customer to customer. For this reason, we do offer material descriptions on our product pages and in most cases, the option to order samples. Because custom products are non returnable, it will be important to order a sample before making a bulk purchase if you are especially particular about product quality.
Circular Logos on Cups: Circular logos when printed on cups may appear egg shaped sometimes due to the taper of the cups. This is not considered a defect.
Artwork Permissions: It is the customer's responsibility to clear and obtain all necessary permissions for artwork, logos, slogans, names, and abbreviations submitted for printing. VIECO Inc. will print customers' art submissions with the assumption that all permissions have been cleared and obtained.
Product Substitutions: Factory reserves the right to substitute our products with one of a similar design and function. Notice may or may not be given at factories discretion.
Item#/SKU: These are for our data or inventory reference only. The actual SKU or item # of any product you order or receive may have a different factory item or SKU number, however it is essentially the same generic equivalent.
Explicit Content: We reserve the right to reject printing any artwork that contains hate speech towards any group of people, as well as racially or sexually explicit language or content. We have a diverse staff, and we will not subject them to such offensive content in an effort to respect their rights, beliefs, and dignity.
Please feel free to contact us anytime you have any further questions on shipping, returns, and disclaimers.