How are shipping charges determined?
Shipping charges for all items ordered will be charged in aggregate on the first items shipped.
What are shipping and handling rates for UPS Ground?
Since the shipment cost is determined by the weight and the distance that it travels, determining a basic shipping rate is near impossible. When you place your order, the freight amount will be calculated onto your order based on this information, as you enter the order.
Can a package be shipped out of the U.S.A.?
Packages can be shipped to most locations through out the world to which a major carrier, such as UPS, FedEX, or DHL, will ship. The order can be placed online and a shipping quote will be emailed directly to you. You can also contact our Customer Service Department at 1-866-796-4377 for further information or to place an order.
What are the express shipping options and charges?
Packages shipped within the continental U.S. will be shipped via UPS Ground unless otherwise requested. UPS 2nd Day Air and UPS Next Day Air are available by request. The charge for either expedited shipping option is determined by the weight of the package and the destination zip code. The exact charges will be calculated as you are checking out. Orders placed online with expedited shipping will ship out within 1 business day and are not guaranteed to ship on the same day that the order is placed. Orders shipping via UPS Next Day Air on Friday will not be delivered on Saturday, rather, they will be delivered on the next business day, which in most cases is Monday.
How quickly is an order processed/shipped? When can I expect to receive my package?
An order for stocked merchandise is processed and shipped within 2 business days. The actual shipping time to locations within the continental U.S. can vary from 3-5 business days, depending upon the exact location. You should expect to receive your package within 5-7 days after placing the order. Merchandise ordered with embroidery or printing does require an additional 1-2 weeks for the manufacturing process to be completed. Special orders and custom items can require an additional 4-6 weeks before the merchandise is shipped. Ask your customer service representative for further information.
How long will it take to receive customized purchases?
For custom orders please allow 4-6 weeks. Custom orders must be prepaid and are non-returnable, unless they contain a manufacturing defect.
My custom goods got delayed in transit, and they did not make it in time for the event, can I return them?
We cannot accept returns of custom imprinted or embroidered goods due to delays in transit. We strive to select responsible carriers to handle our shipment, but occasionally there can be issues outside the control of either of us. In this case, we look for our customers to be fair, and perhaps distribute the goods to the event participants at a later date, but they cannot be returned for credit.
Can I get set up and get terms for my order, and what are your standard terms?
We certainly can make arrangements to have your account set up with payment terms. We have very stringent standards within this process, so this may take up to two weeks to receive all of the necessary information to make an educated credit decision. Your order cannot ship until we have made a go/no go decision regarding credit terms. Remember, we are NOT a bank, and therefore we do not make a regular practice of offering extended payment terms. Typically, when we do grant terms, we offer NET 30 day payment terms. This is only offered to those clients with the finest credit history. We will make every possible effort to accommodate your needs, as we process your order.
How do I return an item? How do I exchange an item?
Your satisfaction is important to us. Returns or exchanges for non-custom or non-decorated goods will be accepted within 4 weeks of receiving your order. All custom orders and laundered merchandise are non-returnable. Customers are responsible for return shipping charges. Pre-approved returns received after the 4-week cutoff will incur a 20% restocking fee based on the return order value. All returns and exchanges require a Return Authorization Number (RAN). Please call 1-866-796-4377 for your RAN.
Send authorized return items to E.P.S. Solutions, Inc. 1525 W. Lake Shore Drive, Woodstock, Il 60098 (For your protection, please insure your return and send it prepaid via UPS or US Mail. Shipping and handling fees are not refundable.
How long does a backorder usually take to ship?
Although we take every effort to keep all merchandise in stock, occasionally an item may not be available to ship immediately. In the case of backordered merchandise, any merchandise on the order that is in stock will ship when the order is placed. The backordered merchandise will usually be shipped within 2 weeks at no additional shipping cost.
Do I have to order the exact same size and color towel or terry product to get the quantity discount?
>Yes, our pricing is based on same size and color product to meet the price breaks. If you have a larger order, please contact Customer Service at 1-866-796-4377 for further information.
What type of art file can I send you for my custom items?
We can accept Adobe Illustrator 7.0 – 12.0 in Mac or PC format, Adobe Photoshop (.psd) files for 4 color process printing, Adobe .pdf files with editing capabilities preserved in the file when it was created by you. Typically .jpeg file do not contain preserved color profiles, and do not always reproduce exactly because of this. We can accept these files, but please be aware that they reproduce with somewhat different results on every computer monitor. Therefore your final product may differ slightly from your digital proof.
When will you bill my credit card?
For stock items, you will be billed when the goods are shipped via our secure servers. For custom items, we will request an authorization from your credit card company for the pre-production work on your order. This will be eventually billed when your order ships.
What does FOB mean on the terms page?
FOB stand for Freight On Board. This is a legal term that determines ownership of goods. In lay terms, this is to notify all parties of when the actual transfer of title of the purchased goods takes place. All of our orders ship FOB, Woodstock, Illinois. This means that you own the goods the minute they are picked up by the carrier. We are no longer responsible for the goods once they are out of our actual control. If there is a problem with lost goods, or damaged goods while they are in transit, will assist you in filing a claim with the carrier, but this issue is between you and the carrier.