General Info

Order & Art Submittal:
Please include your PO# in the subject line. Submit both orders and vector art together to sales@americanzebra.net -If you do not get an email confirmation within 24-business hours, please call the factory.

Purchase Order Information:
To ensure the most effective processing of your order, include the following:
Your PO number
Your Bill-To information
Your contact information, including name, phone number, fax number, and email address
Correct Item Code, Color, and Quantity desired
Imprint color with PMS-Number for reference
Confirmed Ship-To address
Desired Shipping method (Ground is our default)
Specific In-Hands date (if applicable)

Order Acknowledgment:
You will receive an email confirmation for both order and art. Our customer service team will contact you with any missing information to complete your order once reviewed.

Standard Lead Time:
7-15 business days from final approval. Rush service available call factory for specifics.

Ink Color with PMS-Number:

We do not offer PMS Match. We ask you to provide a PMS-Number for reference. However, only near tonal values can be achieved and will vary from original and repeat orders. Tonal values will not appear accurate on dark color products. We suggest a pre-production proof, offered at $50.00(V) plus applicable screen charges if the ink color is critical. AZL assumes no responsibility for incorrect tonal colors.

Ink Change:

Offered at $20.00(V) per change during a run.

Assort Product Colors within an order:

$3.00(Z) per color. 50 pieces minimum per color Scuba/Neoprene (Excludes FSK & EFSK). Stadium cups -$10.00(V)per color. 100 pieces minimum per color. Items sold in case increments will require full case purchases.

Changes or Cancellation:
Once an order is scheduled, the items are either ordered, pulled, flamed or die-cut. Therefore any changes or cancellations will incur a 20% restocking fee. Partial/Completed orders cannot be changed or cancelled. All changes must be submitted in writing via email and confirmed by phone.

Repeat Orders:
There is no set-up charge for exact repeats (art and item are the same) ordered within 12 months of the previous order. Please specify the last invoice or PO#. Orders past 12 months will be charged a new set-up.

Multi-Color/Foam items:

Multi-Color art must have a 2-point lead separation; the color cannot touch at any point. We screen-print a max of two (2) spot colors. Please allow for movement up to ¼” in any direction. Due to complexity, some multi-color art may not be possible.

Digital Proofs:
American Zebra emails black & white art layout proof for every order at no cost. Blind Proofs offered at $5.00(Z), Tonal Color Proof offered at $10.00(Z). Orders will not go into production until art approval is received. American Zebra is not responsible for incorrect art approval. Delay in approval will result in production delay.

Freight Estimates: Accepted via email  sales@americanzebra.net

Shipping:
Your order will ship UPS or FED-EX Ground unless advised otherwise; to guarantee a particular carrier, a UPS or Fed-EX shipper account number is required a $3.00(Z) handling/service fee per case will apply. Your orders must indicate if the delivery address is Commercial or Residential. Residential delivery is subject to additional charges. Both UPS and FED-EX utilize dimensional weight and cubic densities. Shipping weights listed on the digital catalog are estimates only; real weights may vary. International shipments must include appropriate documentation, brokerage along with UPS shipper number. AZL is not responsible for any Duties, Tariffs, or any other export-fees. Claims for damages, shortages, etc. must be placed with the carrier. Please retain original cartons and contents for inspection. The factory does not guarantee the orders’ arrival. If the product is shipped per the schedule and arrives late due to shipper error, you are still required to pay for the order, less any refunds received from the shipper. The factory has no control of delivery after being transferred to the shipper.

Customer Pickup Orders:
A team member will reach out via phone as soon as your order is complete and advise pickup hours.

CO-Packing:
We do not offer “co-packing” or shipping orders together. Jobs are separated by artwork and products and travel through the production process separately and will ship individually.

Drop Ship:

$10.00(Z) per additional location(s) plus $3.00(Z) Handling fee per case. The dropship list, including typed addresses and appropriate case quantities, must accompany the original purchase order.

-All drop shipments must be case increments. Changes cannot be made after order has been printed and boxes.

Warranty:
American Zebra warrants its products and decoration to be of good quality. Defective items will be replaced at no charge when returned within five (5) days of receipt. Our liability is limited to the invoice amount on order. Unauthorized returns will be refused and returned to sender. Merchandise must be available to be returned for any credit or replacement.

Order Quantities:
Orders are generally shipped in exact quantities. Due to the decoration process’s nature, orders shipped 5% under will be considered complete.

Plastic Variances:
Due to the nature of plastics, scuffs and scratches can be seen on darker colored plastic items. This is unavoidable in the molding and printing process. These marks are not considered a defect and will not be eligible for a credit. Product colors can vary slightly from one production run to the next. Dark color plastics, by nature, show blemishes that are not noticeable in other colors.

Foam Color & Thickness Variance:
Color and Foam consistency will vary within and from order to order; this is considered acceptable and within industry standards

Ink Odor:
All silkscreen promotional products are printed with inks that must evaporate to dry. These vapors may be trapped in the product and cardboard packaging before they have entirely dissipated. The ink itself is dry before packaging. Please allow the product to “air out” We will not re-run an order based on this common odor complaint, as it is part of the printing process.

Measuring the Ounce Size of Drinkware:
We use the industry-standard of measurement which is stated as follows: “Filled to the brim capacity using pure water, give or take an ounce depending on elevation.” Pure water is used as a standard because different liquid substances have different volumes based on density. Elevation is also a factor because water volume is affected by atmospheric pressure. In short, the higher a cup is from sea level, the less liquid it will hold. A 16-ounce cup in Santa Fe will hold less liquid than a 16-ounce cup in Galveston. Since this is the industry standard, American Zebra will not be liable for product size decisions within orders placed by professional distributors. When in doubt, request a sample; we ask that you provide your UPS or FedEx shipping account number to cover the cost of shipping.

Blank Orders:

Call factory for stock availability and lead time. A $50.00(Z) minimum purchase is required on all blank orders. Item sold in case increments will require full case purchases. We do not accept returns on blank items.

Copyright/Trademark Laws: American Zebra assumes artwork submitted is in full compliance with all laws concerning copyright, trademarks, etc. By placing these orders, Purchasers agree to hold American Zebra harmless for any damages, cost, or expenses arising under violation of these laws resulting from American Zebra’s use of supplied artwork.

Returned Checks:
A $25.00(Z) charge will be assessed for all returned checks. Accepted methods of replacement payment are Credit Card or Money Order only.

Printing Distortions:
Printing distortions on tapered products may occur on some logos, designs, geometric shapes (circles, ovals, triangles, etc.) and will be conceded acceptable and within industry standards.

QR-Codes:
We do not recommend screen-printing or sublimating QR codes on any of our products due to the ink consistency. One tiny flaw and the QR code may not work.

Washing of Plastic:
Do not put plastic item in the dishwasher. Hand-Wash only with mild, liquid detergent soap. Avoid using commercial detergents or abrasive cleaners, which will damage the imprint and scratch the surface. Products are not for use in restaurant environment

Pricing:

We recommend you verify products and pricing before placing an order. Catalog pricing is subject to change without notice. We are not liable for incorrect information on third-party promotional product search engines.

Right to Promote:

Unless specified in writing at time of order, we reserve the right to use any item produced by us for display and promotion. Some imprints that appear in our literature are products that we have printed; however, their presence does not constitute an endorsement. Images shown on the product sample are not available for print.

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