Embroidery & Printing Policy
Standard turnaround is 10 business days from the time we have an approved Quote or Order Approval and having all information required to complete your order (all artwork, all fonts required, all shipping info, etc.). Delay in receipt of *any* of this info can/will result in production delays. Delay in approval of mock-ups can/will also result in production delays.
Some embroidery & printing styles and add-on services will add to the standard turnaround time. If you have a deadline for your order, it is very important that you let us know when placing your order and a rush fee may apply to orders needing quicker turnaround. Zoo Casuals will not be responsible for missing deadlines because of weather conditions, power supply interruptions, vendor shortages and errors, shipping errors or acts of God. If we expect or foresee any problems coming, we’ll be sure to let you know and work with you to rectify it.
All new orders must be paid in full to be considered a submitted order and begin your turnaround. We accept cash, check and e-transfer. Credit card payments will have a 3% convenience fee added to the total order.
Estimates are good for 30 days unless stated otherwise but are subject to seeing final artwork to confirm an estimate. The total quantity invoiced is equal to the total quantity shipped.
Prices are subject to change without notice.
All our prices are based on the quantity of garments ordered. The higher the quantity, the lower the cost. Our price breaks are set at 12, 24, 50, 100, 150, 300, 600.
Since promotional products are produced by separate outside companies, each item has it's own set price breaks. Please refer to the specific promotional item pricing for those price breaks.
If you know the item style needed and would like to order a sample range of sizes to measure your own group, that is no problem. Just place a blank sample order for all the sizes you believe will be ordered. Once you have all sizes figured out, return the samples back to us so we can insert them into your larger screen print or embroidery order. We will rebate the cost of that initial sample order on your larger order placed, less the freight costs.
For the most accurate minimums, please contact us. In general, minimums are:
Headwear minimum: 12 pcs
Clothing and apparel: 8 pcs for total order (does not have to be the same item)
Promotional products: please contact us at 705-694-3843.
If you have any questions about our minimums that cannot be answered in the information above or on our website, please contact us.
Artwork set up for non vector logos: $65/hr
Zoo Casuals is not responsible for any misspellings, errors, or issues in your art file. We do our best to catch these errors and point them out to you, but we do not catch them all. If it is in your art file and on your approval, that is how we will print it.
All artwork is to be approved via a digital mock-up through email or text. Artwork must be checked for spelling, colour, sizes ordered, placement of the art and accuracy of artwork by the customer.
It is very important to look over every detail of the mock-up, as this is how your garments will print. Zoo Casuals will not accept responsibility for corrections not implemented and/or requested after artwork approval. Any modifications requested after customer approval will result in production delays and additional expenses for which the client will be invoiced accordingly. Any delays in the approval process after receipt of the mock-up can/will result in production delays.
All shirt sizes in an order will have the same image size unless otherwise requested. Different image sizes being printed on different shirt sizes will be treated as a new order and priced as a new order.
Image size printed or embroidered within 1.5 inches of any seam are subject to distortion, print inconsistencies and/ or other small inconsistencies. These are all considered acceptable goods and Zoo Casuals will not assume responsibility for print imperfections due to printing or embroidering too close to seams.
SPECIFIC MEASUREMENTS WHEN PRINTING
Even though Zoo Casuals’ staff have many years of experience, there is no way to effectively and efficiently measure a distance from the collar on each shirt as each garment is loaded onto the machine by hand. If you request a shirt that is 2′ down from the collar, we will use that as a guide and do our best to make sure that all shirts hit that target, but not all shirts will hit exactly at 2′, they may be off by as much as an inch in either direction. This will not be considered a misprint and Zoo Casuals will not re-print/re-embroider or refund these shirts
UNDER/OVER RUNS ALLOWANCE
Custom printing and embroidering is an artform, We do our very best to deliver, at minimum, the ordered quantity for each and every size on your order. However, mistakes happen with machines, shirts arrive with holes or stains from the manufacturer. For that reason, we have an under/over run allowance. This is simply an acceptable margin of error.
All orders within the Under/Over Run Allowance of the ordered quantity will be considered acceptable for delivery.
Zoo Casuals will not, at any time, be responsible for any lost profits on items shorted from your order. (ex: If you paid $6.50 per shirt to get the shirt printed, but you sell them for $25.00, Zoo Casuals is only responsible for the $6.50 you would have paid us for the shirt).
Orders that require an in-hands date sooner than our standard turnaround time (per the order specs and services) are subject to rush fees. Below is the rush fee percentage schedule which indicates the percentage amount to be added to the order total, based on how many days are being cut out of our specified turnaround time. Rush orders still incur the same limitations as outlined in the turnaround time above. So, if a rush order needs an in-hands date 3 days earlier than our standard turnaround time for your order, 10% of the total order will be added as a rush fee.
1 – 3 Days: 10%
4 – 7 Days: 20%
8 – 10 Days: 25%
Rush Orders are subject to the same Under/Over Run Allowance as standard orders. Rush time frames are based on our current production schedule and do not include shipping time. Zoo Casuals will not be held responsible for shipping issues once your order has left our facility.
Zoo Casuals cannot be responsible for any shipping delays caused by the shipping company.
Examples. UPS cannot deliver your package on time due to inclement weather. / UPS delivers your package to the wrong address (although provided the correct address) and you do not receive your products on time.
Once your order is complete we will have a final count of garments, the boxes will be sealed with a total number on the outside and who checked the box. We will use the final count numbers to invoice, at that time we will not accept notices of shortages.
CANCELLATIONS & RESTOCKING FEES
Cancellations made after order has been placed will be subject to a 15% restocking fee plus any additional fees required to cover services already rendered. No cancellations will be accepted once production or any manipulation of the garments has begun on the order.
OUT OF STOCK ITEMS
Zoo Casuals will not be responsible for items that are out of stock. While we check items we know to have potential stock issues, all garments are ordered after your order is placed, and we cannot guarantee their availability. If items are out of stock, we will provide you with a list of possible replacements and get it approved by you before using your chosen item.
We’re super stoked to be able to decorate garments for you. With that said, we want to show them off once they’re finished. It’s a great way for us to show our skills and send some of our fans your way. We like to do so by taking pictures and posting on them on places lnstagram, Facebook, etc. If you are not comfortable with your shirt being photographed and shared by us, please let us know when you place your order. If you do not notify us, we will assume we have your full permission to post a photo of your items purchased.
In order to ensure image longevity and image vibrant -ness, we recommend “machine wash cold, tumble dry low’ for all prints and embroidery.
Zoo Casuals is not responsible for manufacturer defects such as color inconsistencies, stitching errors, mislabeled garments, loose/inconsistent stitching, and/or garment defects (holes in garments, ripped seams, etc.). We try our hardest to inspect the garments as we decorate them, but we cannot guarantee each garment. We are not the manufacturers of these garments, so we cannot ensure their construction.
We try to check every garment as it comes off the press, but there are times where some mistakes will make it out the door. It is your responsibility as the customer to check over garments as you receive them. We allow an industry standard 72-hour window from the time you receive the goods to notify us of any issues with the order.