FAQ - Dealing with VisABILITY
- How do I submit an order?
- What information is necessary to process orders?
- How do I place a reorder?
- How do I cancel an order?
- What if I need a rush order?
- What if I have a below-minimum order?
- How do I order a product sample?
- When do I receive order confirmation?
- What is an order rejection?
- What is the normal production and delivery time?
- What if I have a return?
- What is your price policy?
- What are billable items?
- How do I find out about credit eligibility?
- What are your credit terms?
- How do I submit artwork?
- What complimentary design services do you offer?
- What if I have legally protected graphics?
- If I have shipping questions?
- How do I deal with freight claims?
- What about production overruns and underruns?
- Can you perform miracles?
For more than two decades, VisABILITY has been the trusted source for the best imprinted wearables. You can rely on our experience and service to make your project a success!
1. How do I submit an order?
Written Orders Only!
We really do need your order in writing to get the ball rolling. We love to talk to you on the phone to discuss your intended purchase, but to actually start the process, you must submit a complete written order. You may fax the order if you choose: 303/823-0332. Or email: orders@visability.com.
Orders placed online fall into two categories: for public broadcasting professionals, if you order a stock item (one of our "QuickShip" items), that order is completed and shipped within a couple of business days -- sometimes even the same day.
For all other orders (any of our general promotional items, or customized versions of licensed public broadcasting items), your order online is the start of the process. We will take your order and verify that the information you've submitted is complete and correct, and will probably call or email you for clarification. Only when we're both satisfied that the order is as you expect will we actually place the order with the factory.
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2. What information is necessary to process orders?
Product Information
a) product ordered (include VisABILITY item number, if known)
b) color of item
c) quantity needed
d) sizes (if wearable merchandise)
e) whether or not you require mailers or special product packaging
f) imprint description
g) imprint location and size
h) imprint color(s) - use PMS numbers
(Note that, due to the nature of ceramic inks, not all colors are possible when printing ceramic mugs. Please call us and we'll gladly give you guidance on available colors, limitations, and possible workarounds.)
Processing Information
a) your purchase order number (if an authorized PO is required by your accounts payable department for payment of our invoice)
b) your telephone number
c) your fax number
d) your email address
e) preferred delivery date (If you have what we call a drop-dead date when merchandise is absolutely needed -- e.g. for an event -- we absolutely must know that fact from the beginning so we can protect your interests.)
f) ship-to address
g) bill-to address and contact person
h) information about samples - what kind and when needed (see below)
i) let us know if you would you like VisABILITY to warehouse and fulfill all or part of your order
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3. How do I place a reorder?
An exact reorder of a product may be emailed or sent by fax to: 303/823-0332. Please include previous purchase order number, invoice number, etc. The quantity doesnt have to be the same as in the original order, but remember - changes in quantity often result in changes in price. If the factory, which produces your order, has a screen re-set charge, we will add the cost to your invoice.
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4. How do I cancel an order?
If unforeseen events force you to cancel an order and the manufacturer has not yet produced the merchandise, we will gladly accommodate your revised needs by telling the factory to cease work on the order. We will invoice for any expenses that have been incurred for the canceled order. But - once the quantity production run begins on a custom order, the vendor will not accept a cancellation.
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5. What if I need a rush order?
Many manufacturers will adjust their production schedule to accommodate an emergency order. An upcharge may be imposed. It is usually a flat fee of $25-$100, but some factories charge a percentage of the orders total cost as a rush order upcharge. Availability of rush service varies seasonally and by manufacturer. Call us if you are in deadline trouble and well check for you.
Please be aware that, while we understand that legitimate emergencies sometimes happen, if you are one of those people (or work for an organization) who can't seem to plan ahead, and therefore your orders are always rush orders, we may choose to refuse your business. We're always willing to help when we can, but it's not fair to our other clients to constantly be dropping everything in order to save the disorganized from themselves.
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6. What if I have a below minimum order?
Some manufacturers will occasionally accept orders for quantities less than their standard minimum. Below minimum quantity orders usually require a surcharge of at least $25. Call us and we'll check for you.
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7. How do I order a product sample?
Want to see what an item looks like before deciding to order? There are three options:
RANDOM SAMPLE - OPTION #1
We have samples of many imprinted products on hand and we can always order one from a factory. So, if you want to examine the product and dont mind the fact that it will have the logo of some other organization - or no logo at all - then ask for a RANDOM SAMPLE.
(VisABILITY does retain the right to bill for sample merchandise not returned to us as well as for expedited shipping costs when rush delivery is requested.)
VIRTUAL SAMPLE - OPTION #2
You can also use our "virtual sample" service. Email your art and we will create a virtual sample and give you an email mockup of the selected item - imprinted with your logo.
PRE-PRODUCTION SAMPLE - OPTION #3
(Note: there are three terms for a custom physical sample: pre-production sample, spec sample and prototype.)
A custom pre-production sample is also called a prototype or a spec sample. It is actually the first item in your custom order to come off the production line - after which the rest of the job is pulled from the production schedule until you have approved the prototype. This will allow you to examine logo size, logo placement, and imprint color on the actual product before the entire quantity order is produced.
A prototype requires completion of the pre-production process at both our office and at the factory. When pre-production is completed the sample is run through the production line. Obviously, a prototype custom imprinted with your logo is a more complicated, expensive and time-consuming sample option than either a random sample or a virtual sample. Nevertheless, there are times when a pre-production prototype is absolutely essential.
You must let us know at the time you place your order that you will need a pre-production sample for your own purposes. On the other hand, sometimes it is the factory that requires your approval of a prototype especially high-end factories and factories processing a large quantity order.
Most factories charge for a spec sample. Be sure to check before you request a pre-production sample so that you may include the cost on your purchase order. (If the factory requires one, we will inform you.) Note that most factories ship spec samples by express services, in order to expedite the approval process. (They don't want to be sitting on an order "in limbo.") Spec sample shipping costs will be added to your invoice. Normal production time for a prototype is about two weeks. Be sure to factor this into your ordering and delivery timetable.
Remember you have sample options. We offer three distinct categories of samples and will gladly supply whatever one meets your needs.
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8. When do I receive order confirmation?
An Order Confirmation will be sent to you after your custom order is entered into our system. That form details the product you ordered, the imprint and colors you want applied, prices you will be charged (including estimate of art charges to that point -- additional art charges may be added later), and the date you should expect delivery and other elements of your order. You share with VisABILITY the responsibility for a trouble-free order, so please check your confirmation carefully and alert us immediately if you have a question or spot an error.
NOTE for all clients: The Order Confirmation is not an invoice. NOTE for public broadcasting clients: No Order Confirmation is issued for QwikShip inventory orders.
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9. What is an order rejection?
No matter how enthusiastically requested by a client, VisABILITY will not sell an item unless we are confident in the quality of the product and the reliability of the manufacturer. VisABILITY will reject any order on which we are not reasonably sure that we can stand behind the requested product or the factory that makes it.
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10. What is the normal production and delivery time?
Orders usually go to the factory within 48 hours of arrival at our office. We process orders in the sequence received and occasionally the 48 hour turnaround pace becomes difficult to maintain especially during exceptionally busy times or periods when vacation or illness reduce the number of available staff. SO ORDER EARLY! And be sure to give us complete information so we don't encounter delays trying to track you down for clarification.
Your delivery date will ultimately depend on the time required for production and shipping. Normally, before an order can be shipped to you, a factory will require three to four weeks to produce custom-imprinted merchandise. A week or two may be added to the production time if a custom pre-production sample is required or if you alter your art after pre-production work has been completed. A timely approval of the pre-production sample will help move things along faster.
Offshore production may take three or four times as long - depending on the country and factory selected, the item being produced and the form of transport you choose.
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11. What if I have a return?
Products customized with your organization's graphics cannot be returned.
NOTE FOR PUBLIC RADIO AND TV STATIONS: Merchandise from our QwikShip inventory that is not customized and is in condition appropriate for sale to another station may be returned, if authorization is obtained prior to return, within 30 days of purchase. (CDs, DVDs, and Videos must be unopened.) There is a 15% re-stocking fee. Merchandise must be returned to:
VisABILITY
Attn: Returns
443 Main Street
PO Box 1659
Lyons, CO 80540
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12. What is your price policy?
Our policy is simple: we don't nickel and dime our clients. When costs drop we pass the savings on to our clients. When costs increase, we absorb them as long as we can and then adjust prices.
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13. What are billable items?
Normally we invoice for only three things in a sale of imprinted products:
Pre-production costs: designer time spent to adjust client art, production of color separations, dies, molds, screens and related materials plus any other services needed to prepare the order for production.
Merchandise, including random samples and custom prototypes
Freight to ship the order from the factory plus any premium shipping costs related to samples.
NOTE 1: VisABILITY almost always absorbs the cost of professional product search and development service that relies on a highly skilled staff and extensive proprietary databases. We regard this as a collaborative process, the success of which relies heavily on the caliber of client participation. On rare occasions an indecisive or ill-prepared client exploits this service and the VisABILITY staff determines that it is inappropriate to devote more of the company's resources to a nonproductive exercise. In that truly rare situation the client will be informed that further product research and development effort on its behalf is chargeable at $50 per hour.
NOTE 2: Before an order goes to a factory we will prepare the graphics for imprinting on the selected product by the selected process. The task usually takes no more than 30 minutes and we don't charge for that amount of our graphic designers time. We do charge for graphic services beyond a half hour. If the required time exceeds thirty minutes we will notify the client that its design requests and/or needs will enter billable territory. For more information see #16 and #17 below.
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14. How do I find out about credit eligibility?
NON-BROADCASTING CLIENTS: Organizations, both profit and nonprofit, may apply for credit. Nevertheless, they must prepay one half the estimated invoice of their first order. We accept payment by check, Visa, MasterCard and American Express for all orders.
PUBLIC RADIO AND TV: VisABILITY automatically extends credit to CPB-authorized public radio and television stations backed by the full faith and credit of their licensor. Orders for less than $50 of public broadcasting QwikShip program-related items from the VisABILITY inventory must be paid by credit card or prepaid by check. We accept payment by Visa, MasterCard and American Express for all orders.
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15. What are your credit terms?
VisABILITY invoices are issued upon shipment of merchandise. Invoices are payable in 21 days. In order to maintain the VisABILITY price structure backed by the unusual level of support and service we provide clients, it is essential that each client understand its 21-day payment responsibility. Accounts must be kept current in order to maintain creditworthy status.
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16. How do I submit artwork?
VisABILITY will provide 30 minutes of our designer's time, if needed, to make minor pre-production adjustments to art before initiating a custom order. There is no charge for this service. However, we do charge for graphic services beyond a half hour. If the required time exceeds thirty minutes we will notify the client that its design requests and/or needs will enter billable territory.
We work well with designers and can steer your graphic artist away from potential production problems. So, it's a great idea to have your designer call us with questions and then send the art for our review so we can advise while the art is still in development.
We require camera ready art with no need for touch-up, reconfiguration, color separations, or repair. Xerox copies, faxes, stationary and low-resolution printouts cannot be used. Hard copy submissions are acceptable if they are camera-ready and black and white. But electronic submissions are preferred. They must use a Macintosh platform in the following formats: Email, CD, or Zip disk; Quark Express, Freehand, Illustrator (version 10 or earlier), and PhotoShop.
Please submit electronic art to: art@visability.com
The following must accompany all electronic art submissions.
1) HARD COPY DOCUMENTATION
Written instructions, client name, contact name and phone number
Printouts of composites and color separations
Font listing and Collect for Output Report (If layout is submitted in Quark)
Printout listing what documents are on the disk (If Quark Report
is not applicable)
2) CONTENT ON DISK -
All Layouts
All TIFF and EPS images
All fonts, including bitmapped and outline versions
Note: Placed EPS images should have fonts converted to outlines
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17. What complimentary design services do you offer?
We will check the disk for readability and then print out comps & separations at 1200 dpi. We will review font inclusion, resize art to imprint size and make simple adjustments that are required by the printing process. We will gladly consult with clients on production requirements and on client's graphics standards specifications and policy. We will also provide a preview of the adjusted art via e-mail.
If submitted graphics need extra work (beyond 30 minutes) to become ready for the pre-production stage of the selected printing process, VisABILITY will notify the client. At client request, our graphic designers can provide all services necessary at $45 per hour.
Questions? Need design assistance? Contact VisABILITY (303) 823-0327 or e-mail at art@visability.com
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18. What if I have legally protected graphics?
When submitting artwork to VisABILITY for reproduction on products, clients grant authorization for such reproduction and provide assurance that the order for the imprint is in full compliance with all applicable laws regarding copyright, trademark, service mark, patent, privacy or similar rights and protections.
Further, clients agree that VisABILITY, its staff and owners, as well as the factories and sub-contractors it selects to work on an order for which such reproduction is required, are each saved harmless from claims to the contrary.
NOTE: Access to and Use of Public Broadcasting Graphics is ABSOLUTELY Restricted. The corporate logo for NPR, PBS, APM, and PRI, logos for the programs they produce and/or distribute, and the logos for independent programs as well as certain phrases and other branding elements are each copyrighted, service marked or otherwise legally protected.
As the supplier of products bearing these marks since 1986, VisABILITY rigorously restricts use of these branding elements to approved parties. Our relationship with the public broadcasting industry requires us to strictly control the quality and perceived value of products as well as the form and appearance of industry imprints applied to those products.
VisABILITY has on file the logos, graphics and graphics standards policies for all program-related items presented on this website. Prior consent and approval of the logo owner, which we will obtain on behalf of a client, is required for the use of such graphics on items not presented herein.
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19. If I have shipping questions?
Freight charges on all orders are prepaid by VisABILITY and added to the client's invoice. The shipment origination point for each item that we sell is noted with product information on this website.
All custom merchandise is sold FOB factory. This means that the goods are legally yours when they leave the factory. You are responsible for the cost of freight from the factory to your desired destination.
Merchandise supplied to public broadcasting clients from VisABILITY QwikShip inventory is sold FOB: Colorado.
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20. How do I deal with freight claims?
Upon receipt, inspect your shipments carefully to identify broken boxes or unanticipated rattles. Note any damage on the delivery forms and have the driver sign to acknowledge. Please let us know about any damage immediately. Within seven to ten days, send us a copy of the signed form plus a summary of the damage. We will straighten it out with the shipping company for you.
NOTE: if the shipment arrived by UPS, you must also retain the original shipping cartons so UPS can inspect them.
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21. What about production overruns and underruns?
Most custom items are shipped and invoiced in a quantity that ranges between 5% more than you ordered and 5% less than you ordered. This pattern of variance is because factories will imprint a few more than the order calls for and then the final quality inspection will reject all those with imperfect imprints. For ceramics the plus or minus factor is 10% because of damage in super-heated kilns.
You will be invoiced only for the number that is actually shipped after passing the factory's quality inspection.
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22. Can VisABILITY perform miracles?
From time to time every client will have a budget, marketing or deadline disaster. In those times of crisis we always make maximum effort to solve the clients problem. We are often able to get art revised or merchandise produced in a remarkably short time. When a full-bore rescue attempt is required, we deliver!
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