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General Company Policies

By working with our company you agree to the following General Company Policies.
As a customer it is your responsibility to read and understand them.

Customer Supplied Items

Any items supplied by the customer are not guaranteed and/or will NOT be replaced if any errors, damage and/or unexpected results. We will however redo the job if the items are supplied to us again. Whether it is the first time, second time or any time we redo a customer supplied item job due to any errors the items still go under the Customer Supplied Items policy and WILL NOT be replaced.


Dye Migration

Garments made with polyester, either 100% or blend, may have a problem with dye migration. For example, a red t-shirt printed with white ink may turn a shade of pink immediately or over time. Garments that are 100% cotton do not have this problem. We use inks designed to deal with this but there is a tendency even though this “bleeding” does not happen all the time. South Shore Custom Prints, SS Custom Prints cannot be held responsible or liable for this problem because we never know which garments will bleed out.


Damage and/or Shortage Allowance

The allowance is 2% of the quantity of the order rounded up to the nearest unit. This is an industry standard and South Shore Custom Prints, SS Custom Prints will NOT be held liable and/or replace any items within this allowance.


Shipping

No shipping fee’s (to or from South Shore Custom Prints, SS Custom Prints) are refundable. We are not responsible for any items shipped to or from South Shore Custom Prints, SS Custom Prints.


Restocking/Cancelled Order Fee's

If you elect to cancel your order after we have already purchased the wholesale blank goods, but before they have been embellished, then you will need to pay a 15% restocking fee. The restocking fee represents our real costs to return the blank items back to the wholesaler. If the items have not been ordered there is a 5% Cancel Order fee for our time spent on the order including artwork, product and general office administration. Once a job has started there are NO returns or refunds for the items.


Ink colors

Ink colors are only matched if the customer supplies and requests Pantone colors. The color of the cured ink will vary on the color of the fabric they are printed on which South Shore Custom Prints, SS Custom Prints is not liable.


LIABILITY


Sample, Artwork and Approvals

Your approval to print/embroider your job is FINAL. It is your responsibility to ensure that there are no errors. What appears on the proof is what will be printed/embroidered. ANY oversights that require your job to be reprinted will be done at YOUR expense. Artwork and Samples are for viewing purposes ONLY and are not to be used in any way unless agreed by South Shore Custom Print, SS Custom Prints. Rights to artwork are NOT included with printing purchases unless otherwise agreed upon.


NEW CUSTOMERS


Screen Printing

If an order does not match the spec’s we provided in the Sample PDF we will offer one of the following options:

- A discount on the order depending on the severity.
- Replace the items and re-decorate the items.
- Refund the items that were returned to us.

These options are decided by South Shore Custom Prints, SS Custom Prints and not the customer.


Embroidery

In some cases we may offer a Sample PDF, but in most cases we do not. If a customer requests a “sew-out” we will provide one. Although we use the best equipment and embroidery products (backing, topper, thread, etc.) there will be different outcomes that are expected in the industry. An example; Small text, depending on the fabric the letters may be crowded and hard to read. Missed trims from the machine which have to be manually trimmed. Due to the nature of embroidery this is acceptable and the customer understands this when ordering embroidery work from South Shore Custom Prints, SS Custom Prints. Refunds whether partial or full must be approved by South Shore Custom Prints, SS Custom Prints. Thread colors are not 100% matched unless the customer supplies and requests Pantone colors which is an additional fee for the custom thread. Also, some threads will vary in color and we are NOT liable. If a customer requests a “sew-out” and when the customer picks up their order and the embroidery does not match the “sew-out” we will offer one of the following options:

- A discount on the order depending on the severity.
- Replace the items and re-decorate the items.
- Refund the items that were returned to us.

These options are decided by South Shore Custom Prints, SS Custom Prints and not the customer.


REPEAT CUSTOMERS


The same policies as NEW CUSTOMERS above with the following EXCEPTIONS:

Screen Printing

When reprinting the same job for a repeat customer we use the same film, process and ink as the previous time we did the job. There will be NO REFUNDS unless South Shore Custom Prints, SS Custom Prints agrees to offer a discount or partial refund. FULL REFUNDS are not allowed with repeat customers because the same printing was done in the past and was approved at that time. When a repeat customer returns for a reprint of a previous job they agree that the order is preapproved and NO refunds will be requested and/or accepted.


Embroidery

When re-embroidering the same job for a repeat customer we use the same digitized file, process, thread, backing and topper that we used the previous time we did the job. There will be NO REFUNDS unless South Shore Custom Prints, SS Custom Prints agrees to offer a discount or partial refund. FULL REFUNDS are not allowed with repeat customers because the same embroidery was done in the past and was approved at that time. When an existing customer returns for additional embroidery of the same previous job they agree that the order is preapproved and NO refunds will be requested and/or accepted.


Notify Us

If you feel that we are not abiding by these General Policies, you should contact us immediately via telephone – 919-639-5000 or via email - info@sscustomprints.com.


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General Company Policies