ENGRAVING POLICY'S & PROCEDURES
Diamondback Branding LLC provides services to both wholesale and to direct business to business. It is our pledge and our policy that we will NEVER pursue distributors client. We make every effort to ensure that our distributors are protected and that they prosper while doing business with us. If you feel we have purposefully or accidentally sold to or pursued your client, please contact our management team immediately for a resolution.
Standard turnaround is 5-10 business days from the time we have full payment, artwork approval and a confirmed PO. Please inquire for order at or over 1000 units. All orders and approvals received after 4pm will be processed on the next business day.
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 possible result in production delays. Delay in approval of mock ups can/will also result in production delays. Double Sided and Custom Powder coated runs will add to the standard turnaround time. 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’ll 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 result in delay of order processing.
Returning clients may request net terms through our administrative department after completing at least five orders but are not guaranteed approval. All orders over $10,000 must be pre-paid 50% whether on a net term account or not. If you are not on net terms, 50% must be paid prior to production and the remaining balance paid prior to shipment.
Large businesses may request Net 15/ Net 30 terms through our administrative department. All orders over $10,000 must be pre-paid 50% even on net term account. Net accounts are not guaranteed for approval.
All Sales Final
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 as a result of the defect. 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 estimate vs. final shipping charge as rates tend to fluctuate throughout the calendar year.
As of September 1, 2018, all customers are subject to a 10 unit minimum. For orders under 10 units, a $20 setup charge will be added. Please inquire for additional under MOQ fees.
All files must be 300 DPI+ or vector format. The artwork should be correctly sized for printing. 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 engravings 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 approval, that is how it will be printed
All artwork is to be approved via a digital virtual through email. Artwork must be checked for spelling, color, sizes ordered, placement of the art and accuracy of artwork by the customer. It is very important to look over every detail of the mockup, as this is how your image will engrave. 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.
Margin of Error
Laser Engraving is an artform. We do our very best to deliver, at minimum, the ordered quantity for each order. However, engraving mistakes happen; lasers 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.
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 4 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. If a rush order needs to be shipped 2 days after a PO is submitted, $2 will be added to each unit as a rush fee.
Same Day: $10 per item
Next Day: $5 per item
2-4 Business Days: $2 per item
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.
Diamondback Branding LLC will not be responsible for any shipping delays, damages or loss caused by the shipping company. If there are any issues once the order is delivered, please make a note with the courier BEFORE 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 Service fee will incur on each additional address.
Diamondback Branding, LLC will not be responsible for damage on LTL shipments. 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.
CANCELLATIONS, P.O. CHANGES & RESTOCKING FEES
Cancellations made after order has been placed will be subject to a 15% restocking fee plus any additional fees required to cover services already rendered. No cancellations will be accepted once the product has entered production. The only P.O. changes accepted after production has begun are shipping updates.
OUT OF STOCK ITEMS
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
SAMPLE AND PRE-PRODUCTION POLICY
Engraved and non-engraved samples are available. Approvals requiring a physical preproduction sample may cause production delays and are subject to extra fees. We recommend photographic pre-pro approvals to ensure timely turnarounds. Pre-production sample shipping costs will be invoiced to the customer.
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
· New Year’s Eve
Please refer to the manufacturers care specifications for the engraved 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.)
We try to check every engraving 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 products as you receive them. We allow an industry standard 72-hour 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 72 hours 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.
CLAIMS & REPRINTS
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 72 hours of date of delivery. If Diamondback Branding LLC is responsible for any errors in your order, we will gladly accept responsibility for the issues and will re-engrave the number of mis-engraved products. We do not offer refunds but will gladly re-engrave any production errors that exceed the margin of error rate. We will require that you ship the mis-engraved product back to our shop (we will provide you with a UPS label and will cover shipping costs). Diamondback Branding LLC will not be responsible for any engraved products sold or given away prior to returning the order.