Company Policies



Diamondback Branding LLC sells customized product both to direct businesses and promotional distributors. We use a protected pricing model to insure the growth and prosperity of our distributor partners. It is our policy to never pursue a distributors customer directly. If you believe that we have purposely or accidently sold to your customer please contact our management team immediately. You can email our management team here. Use the subject "Non-Compete".

Standard turnaround is 7-10 business days from the time we have full payment, artwork approval and a confirmed PO. All orders and approvals received after 4pm will be processed on the next business day. YETI and RTIC orders turn time is 3 weeks on average.

To ensure a quick turnaround include all information required to complete your order (all artwork, all shipping info, final quantity, color etc.). Delay in receipt of any of this info, or changes made to PO’s are subject to production delays. Delay in approval of mock ups can/will result in production delays. If you have a deadline for your order, it is very important that you let us know when placing your order and a rush fee may apply to orders needing quicker turnaround (see Rush Orders). Diamondback Branding will not be responsible for missing deadlines because of weather conditions, power supply interruptions, vendor shortages and errors, shipping errors or acts of God. If we expect or foresee any problems coming, we will be sure to let you know and work with you to rectify it.

Pre-payment is required on all orders prior to them being released for production unless you have pre-negotiated net terms with our company. You will be emailed an invoice including shipping cost, once your order has been placed into our system and stock has been confirmed. Delay of payment will postpone order processing.

Returning clients may request net terms through our administrative department after completing at least five orders but are not guaranteed approval. All net term customers placing orders over $10,000 must be pre-paid 50%, the remainder will be billed per the agreed term. Likewise all orders over $10,000 being paid on a credit card, will incur a 3% convenience fee. Any portion of an order over $10,000, being in-part paid with a credit card, will incur a 3% fee on the applicable portion. There is no credit card convenience fee for orders under $10,000.

We accept payment via Check, ACH or wire transfer without a fee.

If you, the client, choose to have an order held for post-dated shipping, after production, net billing will be submitted at the time of order completion and not at the time of shipping.

Diamondback Branding LLC does not accept returns or exchanges unless the item you purchased is defective. If you receive a defective item, please contact us with details of the product and the defect.

Upon receipt of the returned product, we will fully examine it and notify you via e-mail, within a reasonable time, whether you are entitled to a refund or a replacement. If you are entitled to a replacement or refund, we will replace the product or refund the purchase price, using the original method of payment.

Our most up-to date pricing is found on our website under our products section. Pricing and any applicable fee’s are non-negotiable (rush, personalization, multiple drop shipments). Diamondback Branding does not accept responsibility for any profit-loss caused from variances in shipping estimates vs. final shipping charges as rates tend to fluctuate throughout the calendar year.

All orders are subject to a minimum order. Minimums vary depending on product and brand. Some products must be ordered in case quantity increments. Generally, products within the same brand can be mixed and matched to meet the minimum quantity. Where allowed, orders under the minimum order quantity may be purchased but will incur a $25 per order, under MOQ fee.

Each customers is allotted one free virtual mockup, and one free revision on a maximum of two products, for each potential order. Additional mockups or advanced design changes will incur a $5 (net) per mockup, per item fee. This only applies prior to placing an order. Once an order is placed proofing fees fall under proof approval. We do not generate "website ready" artwork for company stores.

All files must be vector format. The artwork should be correctly sized for branding. Text must be converted to outlines. Image sizes outside of a product’s imprint area are subject to distortion. Diamondback Branding LLC will not be responsible for order delays or poor-quality brandings due to poor artwork. Diamondback Branding LLC is not responsible for any misspellings, errors, or issues in your art file. We do our best to catch these errors and point them out to you, but we do not catch them all. If it is in your art file and on your proof approval, that is how it will be branded. PMS color matching for digital printing is not a perfect science and not guaranteed. PMS color match will only be attempted if a customer calls out that information, it will be listed on the proof for approval. Raster to vector digitizing services can be found here.

Personalized Artwork including multiple names, logos, or other variable data will be subject to review and fee's. Personalized products are available on laser engraved orders ONLY. We do not offer digital print or combination imprint methods for orders requiring personalization. Diamondback Branding has a set fee of $2/personalized unit. Personalization orders requiring a secondary location and/or placement will incur both personalization and secondary placement fee's.

All artwork is to be approved via a digital virtual through email. Artwork must be checked by the customer. It is very important to look over every detail of the mockup, as this is how your image will be branded. Diamondback Branding will not accept responsibility for corrections not implemented and/or requested after artwork approval. Any modifications requested after customer approval will result in production delays and additional expenses for which the client will be invoiced accordingly. Any delays in the approval process longer than 24 hours after receipt of the mockup can/will result in production delays and any applicable fees.

One free proof and three free revisions will be given for each product on each order. Each additional revision will incur a $5/ (net) fee, per item. If you do not approve the proof or submit payment within 30 days of placing an order, we will auto cancel the order and return the product to our inventory. This may incur a cancellation fee.

Physical and photographic pre-production products are available upon request only and incur a $25 fee per occurrence. The buyer is responsible for requesting a physical or photographic pre-production sample. Sometimes, assumptions of the products final outcome do not align with the product itself and the technical limitations of branding and equipment.

After the digital proof is approved, please allow 2-3 business days for your photographic pre-production sample to arrive via email. If you have requested a physical pre-production sample, please allow 2-3 days for it to ship, followed by transit time. Final standard production time does not start until the full order has been approved, and payment has been received. Standard final production time is 1-2 weeks. *Some of our brands will incur a longer pre-production timeline

Blank samples are available for purchase for most products. Blank samples are limited to 10 units per order. Where available branded samples will incur a $25 MOQ fee, per master SKU, per artwork.

In general, we do not sell blank items. Blank samples can be requested per the sample policy above. Blank orders over 10 units will require manager approval and may or may not be available.

Laser Engraving, Digital UV Printing and Vinyl Printing is an art form. We do our very best to deliver, at minimum, the ordered quantity for each order. However, branding mistakes happen; machines misfire, products arrive with dents or scratches from the manufacturer. For that reason, we do have a 1% margin of error. All orders within the margin of error allowance will be considered acceptable for delivery. For contract services, we highly recommend you send extra units with each order. Diamondback Branding LLC will not, at any time, be responsible for any lost profits on items shorted from your order if requested.

All tumblers and coolers are priced with single location branding. Additional branding can be purchased on a per unit basis.

Because we service an industry of high demand and tight date requirements, all purchase orders, artwork approvals, rush requests and changes to PO will be processed the following business day if received after 3 pm. For example: A PO submitted on Monday at 4:30 for Delivery on Wednesday, will be considered placed on Tuesday with an escalated 24-Hour rush fee. All Production times, ship dates and rush fee’s can be discussed with the customer.

Orders that require an in-hands date sooner than our standard turnaround time are subject to rush fees. Below is the rush fee schedule which indicates the dollar amount to be added per unit based on the number of days from artwork approval to ship date. Rush orders still incur the same limitations as outlined in the turnaround time above. Rush orders are subject to the same margin of error allowance as standard orders. Rush time frames are based on our current production schedule and do not include shipping transit time. Standard turn time is 7-10 business days.
*Not all products or brands can be rushed.

Tumblers:
1-2 Days: +$10/ unit
3-4 Days: +$5/ unit
5-6 Days: +$2/ unit

Coolers:
1-2 Days: +$20/ unit
3-4 Days: +$10/ unit
5-6 Days: +$5/ unit

Diamondback Branding LLC will not be responsible for any shipping delays caused by the shipping company. If there are any issues once the order is delivered, please make a note with the courier BEFORE accepting delivery and/or signing for the delivery.

Examples: UPS cannot deliver your package on time due to inclement weather, UPS delivers your package to the wrong address (although provided the correct address) and you do not receive your products on time, damaged packaging or products.

We offer up to two different delivery locations per order at no additional cost. A $5 (net) service fee will incur on each additional address. If you provide all the labels the drop ship charge will be reduced to $2 per location, for repacking purposes.

If there is damage to the shipment, it must be noted on the proof of delivery prior to signing for acceptance. If damage is not noted on the POD, the carrier will not accept a claim and the item(s) cannot be replaced.

Diamondback Branding has blanket carrier insurnace and will replace orders that are lost or damanged within the limits of our policy.

International and U.S. territory shipping is no longer available, effective 01/08/2019.

Any changes to a P.O. after the order is placed will reset the turn around time. No cancellations will be accepted on products that exceed our standard stock items and inventory levels. No cancellations will be accepted once an order has entered production. The only P.O. changes accepted after production has begun are shipping updates. Any fees Diamondback Branding incurs for rerouting shipments in transit, will be billed to the customer.

Diamondback Branding LLC will not be responsible for unforeseen stock changes. If items are out of stock, we will provide you with a list of possible replacements. Diamondback Branding LLC is not responsible for profit loss relating to stock issues/delays on time-sensitive orders. If you have any questions regarding stock, please contact us for further information

We are closed for the following holidays. These days will not be considered operational business days and will not count towards turnaround time:

New Year’s Day

Memorial Day

Independence Day

Labor Day

Thanksgiving Day

Christmas Eve

Christmas Day

Please refer to the manufacturers care specifications for the branded product ordered.

Diamondback Branding LLC is not responsible for manufacturer defects such as, color and paint inconsistencies, product manufacturing errors, (example: loose fitting lids). We try our best to inspect the products during the branding process. Branding may or may not void the original manufactures warranty.

Vendors tend to change packaging without notice. Diamondback Branding LLC will not be responsible for these changes (including retail boxes, shipment packing, etc.)

Some manufactures may or may not cover the product under the original warranty after the product has been modified (engraved or printed).

We try to check every branded product as it comes out of our machines, but there are times where some mistakes will make it out the door. It is your responsibility as the customer to check over the engraved and printed products as you receive them. We allow an industry standard 14 day window, from the time you receive the goods, to notify us of any issues with the order. Diamondback Branding LLC will not be responsible for errors with your order, if notified after 14 days of receiving the goods. Diamondback Branding LLC will not be responsible for any lost income, customers, accounts, and/or contracts if defective products are sent out to your final customer. While Diamondback Branding LLC does quality checks on each unit of your order, the final quality assurance check lies in the customers hands.

We go to great lengths to try to ensure that every order that leaves our facility is correct. All customers are valued customers, regardless of size, and we want you to know that. Any order printed differently than the mock-up approved will be granted a reprint of the defective product. All claims must be submitted within 14 days of date of delivery. If Diamondback Branding LLC is responsible for any errors in your order, we will gladly accept responsibility for the issues. We will re-brand the number of mis-branded products for your order, as we do not offer refunds. We will require that you ship the mis-branded products back to our shop (we will provide you with return labels and will cover shipping costs). Diamondback Branding LLC will not be responsible for any branded products sold or given away prior to returning the order, or after the claim date has expired.