325-603-0955 info@10-9design.com
Terms & Explanations Payment Policies Shipping Policies Shipping Fees Local Deliveries & Pick-Up Policies
Resellers-Dropshipping-B2B Fraud Prevention Returns/Warranty General Artwork Policies Ink & Garment Colors
Placing Orders and General Policies Artwork Ownership General Screen Printing Policies Screen Printing Timeline Rush Orders
Artwork Fees Customer Supplied Garments

POLICIES AND PROCEDURES

TERMS & EXPLANATIONS:

    • Decoration: Custom Screen Printing, Embroidery, Vinyl Application, Digital Transfers, Dye Sublimation
    • Organizations: Businesses, Non-Profits, School Districts, Universities
    • Carriers: UPS, FedEX, USPS
    • Business days and hours: Monday-Friday 9am-6pm
    • Client: Customer

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PLACING ORDERS AND GENERAL POLICIES:

    • Placing an order: There are 4 options for placing an order with Ten:Nine Design
    • Ten:Nine Design WILL NOT take email after email of orders and add-ons. This creates errors and keeps us from keeping deadlines.
    • Customers that refuse to submit orders in one of the above mentioned processes will see delays in printing, possible errors and higher printing fees.
    • Ten:Nine Design WILL NOT be responsible for orders that are sent in through email nor will we be responsible for missed garments, printing defects or misprints. We have put this process in place to insure quality customer service. Any missed garments or misprints on these orders will be the responsibility of the customer.
    • Once a final order is placed and proofs are supplied changes and/or additions CAN NOT be made.
    • Order Additions: Screen printing quantity prices are based on a single set up and print of customer’s design without delays or breaks in production. Order additions and design changes create delays and often times create breaks in the printing process. To keep prices at the best possible rate we can not allow changes in an order beyond a certain point. Please see the following guidelines for making changes to your order once it is submitted.
      • To keep from acquiring additional fees:

        • Additions to orders must be made before proofs are supplied.
        • Orders that require proofs before the order will not be allowed changes without fees.
      • The following Additions or changes will be subject to fees.

        • Additions or changes that come after proofs are supplied.
        • Additions given after garments are delivered.
        • Fees will either be an added set-up fee or quantity break depending on the number of items added.

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PAYMENT POLICIES

    • General Payment Policies: Ten:Nine Design accepts Cash, Check, Visa, MasterCard, Discover and all payment options that are offered through PayPal. There will be a $30.00 fee accessed on all returned checks.
    • New Local Customers: A minimum 60% down payment will be required before services begin or garments are ordered with remainder due immediately upon delivery.
    • Repeat Local Customers: Ten:Nine Design will process and print your order with no money upfront. Customer must have a good payment history with no returned checks or charge reversals. Full payment is due before garments will be delivered.
    • Organizations: Ten:Nine Design can extend Net15 and Net30 terms to certain organizations. Prior approval must be given and Ten:Nine Design must have a copy of all applicable business licenses, tax forms and accounts payable contact information on file. Accounts that extend beyond Net15 or Net30 deadlines will be subject to a 5% late fee and cancellation of all Net terms.
    • Online, eBay and Out of Town Customers: Full upfront payment required before any services begin or garments are ordered.
    • Wholesale and Drop-ship Customers: Full upfront payment before any garments are ordered.

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SHIPPING POLICIES

    • Ten:Nine Design ships to the Continental United States only. Carrier is determined based on weight, shipping cost, and transit times.
    • All orders placed on regular business days before 12:00pm Central Standard Time are processed the same day.
    • Wholesale, blank garment and drop-ship orders require 3 business days for handling.
    • Screen printing orders generally ship within 7-10 business days.
    • Expedited shipping is available but must be discussed before an order is placed. Once an order is placed and a deadline is agreed upon, customers cannot upgrade to rush printing or expedited shipping. If a deadline is missed due to Ten:Nine Design error, appropriate expedited services will be covered by Ten:Nine Design in an effort to meet customer deadline.
    • Transit times posted by carriers are estimates and Ten:Nine Design will not be held liable for shipments that arrive outside of posted delivery dates. Ten:Nine Design will not be held responsible for packages that arrive late due to carrier accidents or transit delays due to weather or any other issues. Customer will release all liability from Ten:Nine Design for missed deadlines because of shipping issues. Customer must file a claim with the carrier to seek any retribution.
    • Ten:Nine Design and its suppliers will ship blind when possible upon request.
    • Tracking numbers will be provided to customer on all shipments.

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SHIPPING FEES

    • Decoration Orders
      • Order Total $0-$100: $10.00
      • Order Total $101-$200: $15.00
      • Order Total $201-$300: $20.00
      • Order Total Over $300: Based on weight and package dimensions
    • Wholesale, Drop-Ship, and General Blank Garment Orders
      • $0-$199: Based on weight and package dimensions
      • Over $200: Free Ground Shipping*

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LOCAL DELIVERIES AND PICK-UP POLICIES

    • Ten:Nine Design will hand deliver garments to customers within a 20 mile radius free of charge.
    • Deadlines given on local pickup or delivery orders will be ready by the end of business on the deadline date. If you need your order during the day please call to see if the order is complete.
    • Customers needing their shirts earlier in the day MUST set your deadline 1 day earlier. Ten:Nine Design cannot guarantee decoration completion by specific times.

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RESELLERS-DROPSHIP-B2B

    • Ten:Nine Design has many pricing structures in place for B2B Wholesale customers.
    • Qualifying reseller and drop-ship customers may set up a credit card account with Ten:Nine Design and receive discounted pre-tax prices.
    • Per order minimums are in place and differ depending on garments/services needed.
    • Wholesale and drop-ship customers will be required to provide a copy of all state and federal tax documents, a business license, and recent copy of a utility bill with company name, owner name and address.
    • If customer is unable or unwilling to submit these items Ten:Nine Design will not engage in B2B trades with said customer. 

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FRAUD PREVENTION

    • All orders received by retail customers must be shipped to the Billing Address that is on the credit card.
    • Ten:Nine Design will not ship to any address that is not on the credit card being used to secure the order.
    • Ten:Nine Design will not hold orders at our location of business while customer arranges shipping to a 3rd party location.
    • Customers that need items shipped to a 3rd party address must fill out an application for a reseller/drop-ship account and submit the required documents.

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RETURNS/WARRANTY

      • All orders received from Ten:Nine Design must be inspected within 3 business days of receipt.
      • If there is an issue with an order and the customer fails to notify Ten:Nine Design within 3 business days no action to correct the problem will be taken.
      • Buyer is responsible for all shipping on returns.
      • Ten:Nine Design does not issue refunds on decoration orders. Customer’s approval of the submitted artwork proof is an acceptance of the product.
      • Ten:Nine Design will not be responsible for garment color variations across different styles or brands.
      • At our discretion, Ten:Nine Design will warrant defective garments and prints with a comparable replacement or refund as long as the defect is reported within 3 business days of receipt. All items in question must be returned to Ten:Nine Design before any action will be taken. Ten:Nine Design will either reprint the garment(s) and ship them at no charge to the customer or refund the cost of the garment and print to the customer. Refund or reprint will be determined by current workload, garment availability and complexity of design. Final decision is at the sole discretion of Ten:Nine Design.

CUSTOMER SUPPLIED GARMENTS

    • Ten:Nine Design will not be held responsible for any portion of an order where the customer supplies the garments. This includes the garment and the print.
    • If we do not supply the garment we will not warranty it.
    • No refunds of any kind will be given on orders where customer supplies garments.

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GENERAL ARTWORK POLICIES

    • All artwork submitted to Ten:Nine Design for estimating purposes will be deleted upon estimate submission.
    • Customer must submit final artwork images and/or comprehensive artwork description with a completed order. Delays in receiving artwork will result in a delay on processing and printing.
    • Ten:Nine Design will not accept random emails containing artwork for orders nor will we sort through past emails searching for artwork.
    • Ten:Nine Design does not print any lewd or off-color designs. This includes designs containing profanity, pornography, racism, sexual innuendo, suggestive material or harassment.
    • All customer-submitted images must be the property of the customer. Ten:Nine Design will not print copyrighted material. Ten:Nine Design will not be held responsible for printing copyrighted material that the customer falsely portrayed to own.
    • All artwork should be sized to print specifications
      • Full Front or Full Back Prints: 12″ x 12″ (Standard print size)
      • Left/Right Chest Print: 4″ x 4″
      • On Pocket: 3″ x 2.5″
      • Sleeve (Short): 3.5″ x 3.5″
      • Sleeve (Long): 3″ x 16″
      • Leg Print: 4″ x 16″
    • Submitted artwork should be a minimum of 300 dpi CMYK
    • Accepted File Formats:
      • Photoshop (CS3)
      • Illustrator (CS3)
      • Corel Draw X5
      • PDF
      • JPG, JPEG, PNG, TIFF
    • Proofs from Print Ready Artwork are free.
    • Changes made to supplied artwork will incur an artwork fee.
    • Custom designs may incur an artwork fee depending on number of colors and complexity of the design.

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INK AND GARMENT COLORS

    • Colors displayed on proofs are representational and are not 100% accurate. All monitors render colors differently.
    • Garment colors can vary greatly across styles and brands. We can not guarantee exact garment color matches for different styles or brands.
    • Ten:Nine Design does offer Pantone ink matching for an additional fee. Fee is based on number of colors in the design and amount of ink needed.
    • Ten:Nine Design will mix ink in-house and guarantee accuracy to 90%.
    • Without an exact Pantone code and added ink fees we will not be held responsible for color discrepancies between on-screen colors and actual print colors.

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ARTWORK FEES

RETAIL & ONLINE CUSTOMERS

      • It is the goal of Ten:Nine Design to keep artwork fees to a minimum. The following policies are in place for the most common situations.
        • Artwork Proof Submitted to customer before order is placed:
          • $25.00 minimum per proof.
          • Upon placing a custom decoration order, Ten:Nine Design will refund the price of 1 proof. Not to exceed $25.00
        • Artwork Proof Submitted to customer after order is placed and paid for:
          • First proof free.
          • $25.00 minimum per additional proof (additional proofs are non-refundable
      • To receive a free proof customers must place and pay for an order based on the following criteria:
        • New Customers: Minimum 60% of entire order paid up front.
        • Online/eBay/Out of town customers: 100% upfront payment.
        • Repeat Customers: No upfront payment as long as account is in good standing.
        • Organizations: No upfront payment as long as account is in good standing.

CONTRACT LABOR CLIENTS

      • Artwork for Contract Labor clients must be print ready to avoid design fees.
      • Low resolution artwork and custom designs will be billed at $25.00 per design.
      • For a complete description regarding artwork requirements please contact us.

ALL CUSTOMERS

    • Customer should be prepared to give a full and detailed description to avoid as many artwork fees as possible.
    • Ten:Nine Design employs designers of the highest caliber. Design fees without an order will not be refunded under any circumstance.
    • Embroidery digitizing fee: Starting at $35.00 (this fee is non-refundable) 

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ARTWORK OWNERSHIP

    • Ten:Nine Design retains 100% ownership on all FREE proofs submitted to customers. Customers must (1) purchase the artwork directly from Ten:Nine Design or (2) request written permission to use the artwork should they decide to contract through a different printer. Use of owned artwork without permission is direct copyright infringement. Ten:Nine Design will seek legal counsel against any persons for copyright infringement.
    • All artwork submitted to Ten:Nine Design becomes the property of Ten:Nine Design.
    • Proofs that are paid for by the customer become the property of the customer.

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GENERAL SCREEN PRINTING POLICIES

    • GARMENT FLAWS/PRINTING ERRORS
      • Ten:Nine Design makes use of a very tedious process to ensure that order numbers are correct, garment flaws are at a minimum, and printing errors are eliminated.
      • Ten:Nine Design maintains that for every order there should be no more than a 1-3% tolerance for defective garments and misprints.
      • Customers must contact Ten:Nine Design within 3 business days of receipt of order to discuss any flaws in garments or prints.
      • Customer acknowledges that any claims for defective garments or misprints filed after 3 business days will not be warranted.
    • REORDERS
      • Ten:Nine Design reserves the right to reclaim screens as needed. Once screens for an order are reclaimed, additional prints will be priced based on a new order quantity.
      • Screens will only be held if there is the possibility of a reprint after the initial order is complete. Customer is responsible for communicating a possible reprint at the onset of an order.
      • Reorders must be placed within 5 business days of delivery of the first order. Ten:Nine Design will not hold screens for more than 5 business days without a screen catalog fee of $25.00/screen.
      • Orders placed within 5 business days will be priced based on original quantity plus applicable set up fees. Set up fees are based on complexity of artwork and actual set up time and start at $10.00/design.

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SCREEN PRINTING TIMELINE

    • The timeline on custom screen printing varies and is dependent on several factors.
      • Payment
      • Communication between client and Ten:Nine Design
      • Availability of garments
      • Current work load.
    • To insure timely communication please do the following:
    • It is the goal of Ten:Nine Design to have all custom screen printing orders completed in 6-10 business days. The following timeline is a good indication of what customers can expect.
      • STEP 1: Customer places order on 10-9design.com and submits artwork ideas.
      • STEP 2: Ten:Nine Design submits an invoice for payment based on customer classification.
      • STEP 3: Upon receiving payment garments are pulled and design work begins.
      • STEP 4: Ten:Nine Design will submit proofs to customer within 3 business days.
      • STEP 5: Upon customer approval garments are printed and packaged for shipping within 5 business days.
    • Ten:Nine Design will not go to press without artwork approval from the customer.

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RUSH ORDERS

  • Orders that are due in customer’s hands in fewer than 5 business days are considered rush orders.
  • Ten:Nine Design can generally get orders out in as few as 2 days depending on current work load.
  • Fees for rush orders start at $50.00 plus expedited shipping fees.
  • Customer must clearly communicate a deadline before the order is paid for. Once an order is invoiced and paid for it cannot be upgraded to a rush order.
  • Ten:Nine Design does not warranty or guarantee rush orders against printing defects, garment defects or deadlines.
  • Rush orders are deadline driven which means we will print the order, regardless of proof approval, in order to make the customers deadline. Mistakes in customer artwork WILL NOT be the responsibility of Ten:Nine Design

Most wholesale blank garment orders that are in excess of $200 are drop-shipped directly from suppliers with free ground shipping. Some suppliers do not offer free shipping. Ten:Nine Design will communicate shipping fees upfront as part of the estimate process so customer is aware of any and all shipping fees.Return to Top