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Terms & Conditions

These terms will govern any orders placed with Image One and its affiliates; therefore we encourage you to read these terms prior to placing your order. By submitting an order to Image One, you (also referred to below as the customer) are hereby agreeing to all the terms and conditions as set forth below. This agreement is in lieu of a written consent, and will be binding by the both the customer and/or their representative(s).

Privacy Policy

Image One collects, retains, and uses information about visitors to this site only for specific business purposes, including to protect and administer customers records and accounts; to comply with certain laws and regulations; to help design or improve Image One’s products and services; and to understand customers' needs so that we can provide them with high-quality products and service.

PRICING

Due to fluctuating manufacturer costs, prices may change without notice. All prices are in USD currency.

GENERAL

Image One specializes in promotional items, printed materials and business solutions that help our customers operate their business. Image One strives to deliver the highest quality merchandise at the lowest price possible. While we are committed to meet your every need and expectation, we wish to inform you of certain limitations that are inherent within the promotional markets industry.

PRODUCTS SHOWN

The products shown are for demonstration purposes only. Actual product and color may vary slightly from what is displayed on your computer monitor.

TRADEMARKS

All the logos and trademarks are registered trademarks and logos of their respective owners and copyright holders. They are provided only as a convenience for their lawful use, and should be used only by owner of the logo or trademark, authorized agents or affiliates, with proper permission from the copyright holders.

Any customer of Image One represents and warrants to Image One that he or she has the unrestricted right to use, copy and distribute each copyright, trademark, service mark, trade name, logo, statement, graphic, artwork, name, photograph, portrait, picture or illustration of any person or any other intellectual property in the way it is to be printed on or otherwise applied to the promotional merchandise ordered by the customer. All customers must agree to defend, indemnify and hold Image One and its parent company (Luttrell Investments, Inc.) harmless from any claims, suits or actions alleging that the promotional merchandise, printed material and other products ordered by the customer violates or infringes upon any rights of any third party.

All customers are solely responsible for obtaining proper permissions and licenses from third parties whose rights may be violated or infringed. To use any logo, trademark or copyrighted items, a customer MUST have written permission from the owner of the logo or trademark or copyright, or be an employee or authorized agent or affiliate of the owner. A customer may NOT use any logo or other graphic material in a manner which may infringe copyright. A customer also may NOT use any logo or trademark in a vulgar, libelous, disparaging or otherwise unlawful manner. Image One assumes no responsibility for damages or any wrong doing that the customer may cause using a logo, trademark or copyrighted items. Image One shall not be held liable for the unauthorized, improper, or illegal use of any logo or trademark or copyright that is printed on or otherwise applied to promotional merchandise ordered or purchased by the customer through Image One.

Unauthorized use of trademarks and copyrights found on this web site is illegal.

ARTWORK AND INTELLECTUAL PROPERTY OWNERSHIP

Unless otherwise arranged prior to production, all artwork and digitizing created by Image One for your order remains the property of Image One and will be maintained at our facility for our exclusive usage in executing your orders. Because our policy is to render art/digitizing/etc. services for production orders solely on a cost-recovery basis, any transfer to the client of rights to creative works and materials prepared or contracted by our personnel is subject to reasonable release fees, commensurate with the creative services rendered and at a value as determined solely by us.

IMPRINTING / INK COLOR

The imprint areas given for each product are approximate and may vary from piece to piece. Image One will size all artwork to utilize each items maximum imprint area unless otherwise noted in writing by the customer.

Due to the density of some items, a slight wrinkle may occur when the printing pad hits the item, which may cause a slight breakup in the imprint.

Some imprint colors will print differently, depending on the color of the product. For example: blue on yellow backgrounds may appear with a green tint, white on red backgrounds may appear with a pink tint and so forth.

Color miss-registration of the industry standard 1/16 inch (1/16") is considered acceptable but may different depending on the item.

Exact color replication for reorders may vary. PMS matching may be available depending on item. Exact PMS matching cannot be guaranteed. Image One will advise you of the best ink color for your product at the time of ordering.

EMBROIDERY

On items that require embroidery, our prices include Embroidery up to 6 solid colors and up to 8,000 stitches. Additional charges may apply if your artwork exceeds 8,000 stitches.

Washing RECOMMENDATIONS for drink ware

All steel and plastic travel mugs, plastic bottles, ceramic mugs, as well as glass products should only be hand washed. It is not recommended to wash these products in a dishwasher as this will promote fading (and gradual loss) of the imprint. We recommend hand washing because the imprint lasts longer. If products are the dish washed imprint fading may occur. Overall we recommend hand washing all drink ware.

PAYMENT

Payment is due in full prior to the start of production. Credit card authorization and address verification must be received prior to processing the order form.

CONFIRMATION

You will receive an email order confirmation/Sales invoice shortly after an order is placed. Please review the form carefully to ensure that all the information is accurate. For any corrections or concerns, please call us toll free at 855-429-4327 immediately, so that we may promptly correct any information prior to processing the order.

*If you do not receive the emailed confirmation, please call us at 855-429-4327.

SPAM FILTERS / FIREWALLS

Check your spam or deleted folders to ensure that these important emails are not blocked due to firewalls or spam filters on your computer.

*We will not be held responsible for failure of any email communication to you either due to incorrectly spelled email addresses, non-working email address or spam filters that prohibit our emails from reaching you.

ONLINE ORDER - BANK CHARGES

When placing an online order, if you press SUBMIT more than once, your card may be charged again. Once you inform us of any such duplicate charges, we will promptly credit the amount back to you, however, we will not accept any responsibility for any subsequent bank fees that may be imposed upon you due to these duplicate charges.

CHANGING THE ORDER

For any corrections or changes that may be necessary on a “normal turnaround” order, Please call us at 855-429-4327immediately. All changes must be made in writing within 24 hours upon receipt of the emailed confirmation. Failure to do so may result in incorrectly printed orders or delays in shipping. Once the order has left the sales department, we will be unable to change the order. Therefore note that we will not be held responsible for any changes requested after the 24hr period.

CANCELLATION OF ORDER

Image One begins production on incoming orders almost immediately. Therefore, we will not accept any order cancellation requests if not made within 24 hours after placing / submitting your order.

Image One will make several attempts to contact the customer in the event no artwork/logo is received, or if the artwork / logo is not usable. Therefore we will not be responsible for the timeline of an order if we do not receive the artwork/logo.

IMPRINT INSTRUCTIONS

Image One will not be responsible for any missing information on your order form nor for any missing imprint instructions. All order will be printed/decorated exactly as the order says.

We will NOT be responsible for misspelled words. We encourage you to check and verify all spelling, imprint color(s), logo placement and product color before you submit your order. All orders will be processed exactly as you submit.

IMPRINT COLORS

Imprint colors must be carefully chosen. We recommend that you choose light color inks to be printed onto dark color items, as this provides more contrast than a dark colored imprint on a dark colored item or a light colored imprint on a light colored item.

For example, if you order a dark color item, we suggest the imprint color should be a “light” color, such as White for example. However, many customers have their own pre-conceived notions about what looks good and what does not, therefore, we will NOT judge your options NOR will we be responsible for the choice of imprint color(s) that you make.

IMPRINT SIZE

Due to “finite” imprint areas, we reserve the right to resize your logo in order to fit it into the imprint area of the item ordered; regardless of what size you submit your imprint instructions or logo.

However, if you specify that you want the imprint to be the same size as the submitted artwork/logo, (providing you request this imprint size on the order form as well as on the artwork canvas itself) we will comply, providing it does not exceed the maximum imprint size of the item ordered.

For example, if your logo is 1” x 1” (the size of a quarter), and you order a one color imprint on 11oz mugs, normally we would enlarge the logo to the maximum imprint size of that process on that mug. (In this case 2.75” x 2.75”)

However, if you request that we print your logo 3.5” x 3.5”, we will be unable to comply with your request, as that exceeds our maximum imprint size on that particular mug. Another example is if you request a 2” x 2” logo, and your imprint is rectangular in size, we will not be able to print the logo as you request.

Exact color matches cannot be guaranteed. Note that the imprint color may change due to the product color. Printing white onto a red mug may cause the imprint to look whitish-pink, as red is the dominating color. Similarly, printing the color black onto a navy or dark green mug may result in a hard-to-see imprint, as dark on dark does not stand out. In order to promote the best visibility of your custom logo/text, we strongly recommend that you print light colors onto a dark surface and dark colors onto a light surface.

PRODUCTION TIME

Please note that we are not responsible for late receipt of any order due to any unforeseeable circumstances, for example a lengthier proofing time, an out-of-stock product, printing problems, weather-related issues or delays on behalf of the shipping company.

NORMAL PRODUCTION TIME

The “estimated’ normal production time is 7 - 14 business* days after receipt of order. This timeline is also dependent upon the size of the order and/or the complexity of the artwork or process employed. If you have a specific “in-hands” date, please ensure that there is adequate time before you opt for a “normal production” timeline.

When you request a pre-production sample or a paper proof, the production time will only begin upon approval of the sample or proof. Therefore the timeline may be delayed several days past the original estimate. All production timelines reflect business days.

*Note that the “production” time is not to be confused with “delivery” time. Please refer to “Shipping” paragraph for more information.

RUSH ORDERS

Rush orders should only be placed as a last resort. Custom printing entails intricate and detailed work, both on the part of the artist as well as the printer, therefore we recommend rush orders only as a last resort.

NORMAL PRODUCTION

Note that delivery dates are only “estimated” and not “guaranteed” for orders with normal production timelines.

If you opt for “expedited” shipping method for your “normal production” order, only the method of shipping will be guaranteed, however the production timeline is still only “estimated”. Therefore the order may still not reach you in the timeline required.

SHIPPING

Most orders will be shipped out of our production/warehouse facility in Little Rock, Arkansas. However, some items may be drop shipped from other locations throughout the United States.

Under the terms of "FOB shipping point," title of the goods passes to the buyer at the shipping point.

If the order is being shipped via Fedex, then once the order is ready to ship out, you will receive an automated email with a “tracking number” from Fedex.

Please note that opting for Overnight or Second Day Air does not mean that you will receive your order the next day. Delivery time is based on the time it takes to produce your item PLUS the shipping time*.

*Production time + Shipping time = Delivery time

All shipments leaving our factory are inspected and signed for by the carrier. Most orders are shipped via Fedex. All shipments, unless otherwise specified, will be sent freight prepaid. To ensure protection against breakage, we carefully pack all orders. However, if an item(s) arrives damaged Image One will not be responsible for any damage due to shipping.

Fedex will not deliver to some APO addresses. We are happy to transport these orders to a USPS facility for shipment. The rates may differ from the initial estimate. We therefore reserve the right to collect any balance of costs due upon shipping. You will receive a USPS receipt by airmail as a confirmation of any additional payment collected.

Once the order has shipped, Image One will not accept responsibility for any delays caused by the shipping company. If shipping is delayed on an “expedited” shipping order, ONLY THAT PORTION OF THE SHIPPING CHARGES WILL BE CREDITED BACK BY FEDEX.

Image One will not be held responsible either in the event the customer is not available for delivery or the customer refuses delivery.*

If a substantially large order requires inside delivery or a residential delivery please specify that information when placing the order. This type of delivery may incur additional charges.

RETURN & REFUND POLICY

As you may be aware, custom printed products cannot be restocked. In fact, the industry standard for customized products dictates a no return and a no refund policy.

REPLACEMENT POLICY

If an order is not well received – either due to a typo or other issues – our policy to redo the order and ship it via ground shipping method will still prevail. When an error has been confirmed, (upon following instructions under “claims”) we will make every attempt to promptly redo the order. We will process the redo order exactly as you had originally requested minus any errors that we made. We will not change the product, the logo or artwork or the imprint color when processing the redo unless pre-approved by us.

STORE CREDIT

When a redo is no longer practical or even feasible, (either due to event date timelines, out-of-stock or quantity issues) Image One will issue a store credit for up to the same value as the original order minus any shipping fees. Shipping charges will not be credited back as this charge is made on behalf of the shipping company. The store credit may be treated as cash, and may be used at any time and on any product we stock.

LIMITATION OF LIABILITY

In all circumstances, Image One maximum liability is limited to the purchase price of the products sold. Image One will not, under any circumstance, be held liable for any claim or action that exceeds this liability limit. Image One will not be liable for any third party claims for damages against the customer, nor for malfunction of product, cause of delays, interruption of service, or loss of business.

PROPOSITION 65

Also known as the Safe Drinking Water and Toxic Enforcement Act of 1986, California Proposition 65 is a law that requires warning to consumers if a product exposes consumers to a wide variety of chemicals including lead and cadmium. Prop 65 does not ban any product; it simply requires warnings. Prop 65 applies only in California, and covers all products distributed in the state.

CALIFORNIA PROPOSITION 65 ("Prop 65") COMPLIANCE

The State of California requires that no person in the course of doing business shall knowingly and intentionally expose any individual to a chemical known to the State of California to cause cancer or reproductive toxicity without first giving a clear and reasonable warning. Accordingly, if Buyer and/or Distributor fail to provide Image One advance written notice that Image One product will be sold or shipped to the State of California, Buyer and/or Distributor hereby indemnifies and agrees to defend and hold harmless Image One, its agents, employees, representatives and affiliated companies, from and against any and all Proposition 65, personal injury and property damage claims, and from all other costs, liabilities, damages and expenses (including, without limitation, attorney’s fees and litigation expenses on account thereof or in connection with any investigation or preparation related thereto or the enforcement of this provision) relating to, resulting from, connected with or arising out of goods or products provided to buyer by Image One, to the maximum extent permitted by law.

Any order placed with or received from Image One, including but not limited to orders placed via catalog, online, phone or mail, shall be deemed effective acceptance of these terms.

WEBSITE

Our website contains many pages and they are being updated constantly by our web team. We try to be as accurate as possible when publishing information. Glitches may happen from time to time and sometimes we cannot honor pricing discrepancies such as $0 or penny pricing.

LIMITED WARRANTY POLICY

Image One is able to pass along the standard warranties of the manufacturers of the products it sells. In addition, Image One offers a 90 Day Limited Warranty on all products you order. In the event that any of the products fails, Image One will refund the purchase price or replace the item, though not necessarily with any imprinted matter, upon proof of date of purchase and return of the product.