Lontano 28 oz. Double Wall, Stainless Steel Travel Tumbler
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Quick FAQs
We are here to answer any questions you may have!
Overview of the Ordering Process
First, we want to thank you for your order and allowing us to serve you.
Once you place your order, you’ll receive an e-mail with your order confirmation and order number for you to review. Along with the order confirmation is our terms and conditions which we encourage you to review as well. When reviewing your order, please make sure all information is correct. If you are order thru our website you will review order and terms and accept and move forward to checkout. If your placing your order through email you will review & send back your approval by signing the last page which can be done electronically using the ‘Fill & Sign’ tool in adobe acrobat or any pdf editing software.
Here is a list of the ordering process steps:
- Once you give approval for this order & payment (credit card, check or ACH transfer) - Accounting will process your payment within 24 hrs & your order is sent to the art dept.
- A design proof will be mailed to you by customer care for your approval (Please make sure we have all your high resolution art files). If you do not have at least 300 dpi (originally created) artwork then we can assist you with custom drawing your art for a fee. Please review our imprinting/design proof guidelines carefully. When using the Design-It or upload feature online do not upload poor quality/low resolution artwork.
- Once all is approved above, Your order is put on the production schedule. Responding immediately to order approval, payment given, design proof approval and/or production sampling approval will ensure your order is completed on time & according to your must-have dates. Any delays longer than 1 business day will delay the production and/or ship date.
- NOTE: Shipping/Freight charges are EXTRA and are charged when your order is shipped out.
When your order is complete your Credit Card will be charged AUTOMATICALLY for any remaining balance on your order a 2nd time (in addition to the Shipping/Freight, Customs, Tariff charges) BEFORE your order is Shipped. If your shipping international there will be customs fees that will be charged to your credit card automatically at a later time as it takes 2 to 4 weeks for the shipping company to bill the customs, tariff amounts to us for your order. International rates & customs fees will vary depending on country & tariff fees. - No Shipping amount is listed on the order because we cannot know those charges until the order is completed, boxed, and weighed at time of shipping.
- Client Supplied Goods: We will not be responsible for bleeding or other imprinting problems due to the nature or quality of customer-supplied goods, including product material, colors, sizes or dimensions, nor for any damaged goods we receive from the client. Allow 3% to 5% for over & under runs on all orders, (including promotion items, screenprinted or embroidered apparel or goods, printed numbers, print materials, signage, etc) that may experience a misprint in the imprinting process. This could entail machine malfunctions and if this occurs the client is responsible for replacing the goods that were misprinted/machine malfunctioned at their cost. EFX will re-setup, re-imprint the misprinted items at no cost. We are not responsible for any merchandise once shipped to the client. Client is solely responsible for examining their own goods before shipping them to us for imprinting. Be sure to order extras if you are needing exact quantities, as additional imprinting at a lesser quantity break will be priced with higher imprinting charges and setup/misc charges.
What kind of artwork can I send? And, what if I don’t have artwork?
Please send us high resolution vectored artwork or 300dpi resolution artwork in a psd, pdf, tiff or eps file. Please do not go onto the internet and pull off art and try to change to 300dpi, as this will not work. All artwork has to be created at high resolution. If you need help with design ideas or creating high resolution art, we are happy to help. Our art department can create anything you would like. There will be a fee for art services.
Do you keep my art on file?
Yes, we keep all your artwork on file so it can be used for reorders or on other promotional or apparel items.
Where do I send my artwork?
You can either attach it during the order process online or email it directly to customer care department.
Can I specify a PMS color for my imprint?
Yes! Keep in mind however, that in some cases there is an additional charge for this service in order to get the specialized ink if an exact match is required. There are also a few products where, due to the limitations of the imprinting process, exact PMS matching isn’t possible. Your Customer Care Representative is happy to help you with this. If you don’t require an exact match, but would like us to be ‘as close as possible’, we’re happy to help. Just let us know which colors we should be working towards in the ‘additional comments’ section in the order process, or just let your customer care representative know.
How fast will I get my order?
Our production time on most items is 7 to 10 business days. Depending on our schedule your order can be produced quicker. Rush is available on most items at 3 to 5 days turnaround time. If you have a special timeframe you need your order by please email or call our customer care department and we are happy to check our schedule to see if we can accommodate you.
Can I split my order and ship to multiple locations?
We offer split shipments to multiple location as well as fulfillment of a variety of items that can be shipped to variety of locations. You can put this in the notes during your ordering process online or email or call our customer care department and let them know you want to split ship your order.
We ship all orders with Signature Required Upon Delivery! This is mandatory due to the high cost of the items and the amount of insurance is declared at time of shipping order. Shipping Charges are Extra & Charged Automatically when order is complete & before order is shipped. If your shipping international there will be customs fees that will be charged to your credit card automatically at a later time as it takes 2 to 8 weeks for the shipping company to bill the customs amounts to us for your order. International rates & customs fees will vary depending on country & tariff fees. We do not do shipping/freight estimates, due to not having a complete weight, box size or estimated insurance value until order is processed & ready to ship.
Can I ship internationally?
In many cases yes. It’s best to work with our Customer Care Rep on this as each case can be slightly different. Remember that international shipments do have customs and tariff fees that can be billed 2 to 4 weeks or more later. We can arrange the shipment to charge you directly for these fees too.
Can I ship on my own shipping account?
Yes, please contact our customer care department by email or phone and provide this information.
What type of payments do you accept?
We accept credit card, electronic transfer or check. We accept Visa, Mastercard and American Express. American Express charges us a higher fee so ther is a 5.25% on your order if you use this card.
If paying by Credit Card through an emailed order customer care can go over this with you on the phone.
If paying by credit card and you placed your order online then this is part of the ordering proces and it allows you to fill this info information on our secure site.
If paying by check then your order will be on hold until the check is received and cleared the bank and can take up to 7 business days to clear.
If you are paying by electronic transfer then customer care can go over all the banking information with you so you can process your payment.
When paying by credit card we require 75% deposit & balance + shipping paid on completion of your order, please note if your order is under $750.00 then 100% is charged.
When do you charge my credit card? Do you require pre-payment?
Your credit card is charged once you place your order and on completion of your order we charge the balance + shipping due.
Privacy
We do understand your concern about privacy and security on the internet. We want you to be able to place your order with us free of any worry. We do not sell or give out anyone's information. You can view our full privacy policy below in the site map area. If you have any questions or concerns please feel free to call or email us anytime.
What if I receive more or less than I ordered?
The industry calls this OVER & UNDER RUNS. Please allow 3% to 5% for over & under runs on all orders, including promotion items, screenprinted, embroidered or DTG imprinted apparel or goods, printed numbers, print materials, signage, etc.
If there is an overage on promotional item, print or signage orders or any goods/products purchased from us, then that extra quantity will be automatically added to the order at the time of invoicing & shipping the order. We will charge automatically the extra cost for overage items at time of shipping and invoicing your order. Typically our orders ship exact quantities, so the over and under run is very rare with us.
Client Supplied Goods: We will not be responsible for bleeding or other imprinting problems due to the nature or quality of customer-supplied goods, including product material, colors, sizes or dimensions, nor for any damaged goods we receive from the client. Allow 3% to 5% for over & under runs on all orders, (including promotion items, screenprinted, embroidered or DTG imprinted apparel or goods, printed numbers, print materials, signage, etc) that may experience a misprint in the imprinting process. This could entail machine malfunctions and if this occurs the client is responsible for replacing the goods that were misprinted/machine malfunctioned at their cost. We will re-setup, re-imprint the misprinted items at no cost. We are not responsible for any merchandise once shipped to the client. Client is solely responsible for examining their own goods before shipping them to us for imprinting. Be sure to order extras if you are needed exact quantities, as additional imprinting at a lesser quantity break will be priced with higher imprinting charges and setup/misc charges.
Can I cancel or change my order?
Cancellations cannot be accepted once order approval or art approval is received, nor for finished merchandise. Cancellations made prior to production will be billed for all charges incurred up to that date. Cancellations must be confirmed in writing. All cancellations are subject to a cancellation fee in the amount of $45 per order, plus any handling, shipping, sampling, art fees, films, digitizing, seamstress fees, product restocking fee and credit card processing fees (if payment was made by credit card). Other Cancellations may apply according to order details.
What are setup & miscellaneous charges?
Some of the items we offer have setup charges (screen charges, die charges, etc.). It is important to note these are NOT art charges. These are charges to create the screen, die, mold or other necessary items to imprint your specific logo. The miscellaneous charges are film, digitizing, die/mold, screen, custom artwork, etc. and these charges are a onetime charges and is not charged again unless you change your artwork.
Will I see a design proof before my order goes into production?
You will receive a design proof from our customer care department to approve after you place your order online or with our customer care rep. We do not go into production unless design proofs are approved by our client. On embroidered order we also provide a sample sewout that will be emailed to you for your approval at well. This is sewn on fabric only not on the actual item.
Design Proofs: All Design IT, Design Proof or Mockup product pictures are on a size LG or XL model and/or blank product. A logo or text will not look the same (proportionately) on a SM size verses a XL or 2X size product. Please consider this when chooses the size of logo or text you are using in the Designer/Design It or wanting on the product. When actually imprinting on products the logo/text will look different & vary depending on product size, so we will imprint the exact measurement/size (wide) you choose in the Designer/Design It. Design Proofs and/or Product Designer or mockup show approximate location, size of logo, & imprint colors only & is not exact to the physical imprinted product. When in production the location & placement of imprint may vary up to 2" inches (up, down, left or right) based on the size of product (xxs thru 6x). Logos will look slightly different on various fabrics & sizes of product. We recommend an added box/shape behind logos when embroidering on fleece, knit or sweater type materials, to make logo more clean looking, giving it a flat surface to imprint on. Text will not always look clear or thick lines and is determined by type of font. The smaller lines or thickness of font the less clear it will look. Bigger, thicker lines for fonts embroider better. With embroidery, as a general rule the bigger the logo or font/text the better the overall logo will look. The smaller the logo, font/text the worse it will look. Recommended minimum size for logos or text is 3.5 inches wide or larger.
Headwear Policies: Caps, beanies, visors or any other type of headwear products will print or sew differently per batch or run. Each individual cap, hat, (headwear) etc. is not constructed exactly the same & can be constructed by the manufacture 1/4" of an inch or more differently left, right, up or down. With printing or embroidering on a curved surface the logo and/or text can be slightly angled toward the left, right, up or down. Each individual cap/headwear can be printed or embroidered from 1/4" of inch to 1" inch left, right, up or down, depending on the construction of the cap, from one cap/headwear to another. Please do not expect that every individual cap/headwear item will look exactly the same in each order or in a repeat order that is done later. Text will not look exactly the same per cap/headwear. Letters or numbers can be curved or angled due to the curved surface of the cap/headwear. Text on each cap/headwear will not look exactly the same. Manufactures can slightly change headwear measurements on their products at anytime. No Product is sewn exactly the same by any manufacturer on any product!
Can I see a production sample?
We do provide production samples for a fee and usually this is done seperate from the main order and is provided on the actual item you are ordering. This production samples is shipped to you for approval before running the main order in production.
Can I order in quantities smaller or larger than those shown?
Yes you can order under the minimum quantity. There will be a higher cost for lower quantity ordered but it is available on most items. Please contact our customer care rep to go over pricing options on lower quantities.
What if I’m unhappy with my order?
If we made any mistakes on your order or there is any manufacture defects on your items, then we are happy to review these issues and make it right.
Spoilage: We will not be responsible for spoilage up to 3% to 5%, whether the products are supplied by us or client-supplied goods. Client will be responsible for any necessary reprinting due to shortage within the spoilage rate. It is HIGHLY RECOMMENDED to order more garments than needed for each size or as needed. At times we cannot setup an entire job again for a few items due to lengthy setup and productions times.
Claims: We accept claims for flawed/misprinted (made by us during the imprinting process) products only & must be made within 72 hours from receipt of merchandise. Contact customer care for details, questions or concerns.
All prices, item information, colors, sizes and specs are subject to change without notice due to the supply chain issues the last few years.
Imprint Areas
To be specified by customer, unless client requests us to make such decisions. (imprint area and location are the same) Client is to specify the size of logo in each imprint area, unless client requests us to make such decision. We reserve the right to resize any logo that will not work with our printing presses capabilities. All Screenprint, Embroidery and Number printing machines have specific guidelines & limitations to imprinting on all products.
Design Proofs
All Design It, Design Proofs or Mockup product pictures are on a size LG or XL model and/or blank product. A logo or text will not look the same (proportionately) on a SM size verses a XL or 2X size product. Please consider this when choosing the size of logo or text you are using in the Designer/Design It or wanting on the product. When actually imprinting on products the logo/text will look different & vary depending on the product size, so we will imprint the exact measurement/size (wide) you choose in the Designer or Design It. Design Proofs and/or Product Designer or mockup show approximate location, size of logo, & imprint colors only and is not exact to the physical imprint product. When in production the location & placement of imprint may vary up to 2" inches (up, down, left or right) based on the size of product (xxs thru 6x). Logos will look slightly different on various fabrics & sizes of product. We recommend an added box/shape behind logos when embroidering on fleece, knit or sweater type materials, to make logo more clean looking, giving it a flat surface to imprint on. The smaller lines or thickness of font the less clear it will look. Bigger, thicker lines for fonts embroider better. With embroidery, as a general rule the bigger the logo or font/text the better the overall logo will look. The smaller the logo, font/text the worse it will look. Recommended minimum size for logos or text is 3.5 inches wide or larger.
You will receive a design proof from our customer care department to approve after you place your order online or with our customer care rep. We do not go into production unless design proofs are approved by our client. On embroidered order we also provide a sample sewout that will be emailed to you for your approval at well. This is sewn on fabric only not on the actual item. Unless it is an exact reorder (same item, color, brand, same logo, same location of logo, same imprint colors, you will always see a digital design proof of your item which must be approved by you before we proceed to production!
Headwear Policies
Caps, beanies, visors or any other type of headwear products will print or sew differently per batch or run. Each individual cap, hat, (headwear) etc. is not constructed exactly the same & can be constructed by the manufacturer 1/4" of an inch or more differently left, right, up or down. With printing or embroidering on a curved surface the logo and/or text can be slightly angled toward the left, right, up or down. Each individual cap/headwear can be printed or embroidered from 1/4" of inch to 1" inch left, right, up or down, depending on the construction of the cap, from one cap/headwear to another. Please do not expect that every individual cap/headwear item will look exactly the same in each order or in a repeat order that is done later. Text will not look exactly the same per cap/headwear. Letters or numbers can be curved or angled due to the curved surface of the cap/headwear. Text on each cap/headwear will not look exactly the same. Manufacturers can slightly change headwear measurements on their produces at anytime. No product is sewn exactly the same by any manufacturer on any product!
Order Turnaround Times
Normal production time is 7 to 10 working days or less, from receipt of your signed order approval & artwork approval, but time may be extended depending on workflow, especially during peak seasons. Also, quantity ordered & complexity of imprinting may require additional production time. Allow an extra week for orders requiring specialized printing techniques. Add 5-7 working days for Pre-Production Samples. When computing an anticipated must-have, in-hands delivery deadline, shipping/delivery method is factored in & will affect production timing of order. RUSH service is available, please call for details.
- Standard Turnaround Time For This Item: {{pProductionTime}}
- Rush Turnaround Time For This Item: {{pRushOptions}}
- Shipping is not included in turnaround time
Shipping
Shipping/freight, handling charges are EXTRA, and this fact is set forth on Order Acknowledgement. When you approve it, you are agreeing to those future charges as well & the applying of the charges at the time of shipping the order. Once order is completed, boxed & weighed then shipping amounts are calculated & added to the order. You must decide if you want your shippment to be insured or not by adding a declared value on your order. Any order that is shipped with a declared value insurance is double or more the cost for shipping. Example, if it cost $25.00 to ship standard normal shipping then with a declared value insurance then it could be $50.00 or more depending on the value declared and how many boxes shipped.
If your shipping international there will be customs fees that will be charged to your credit card automatically at a later time as it takes 2 to 8 weeks for the shipping company to bill the customs amounts to us for your order. International rates & customs fees will vary depending on country & tariff fees.
When order is completed, remaining balance is due upon completion & before shipping. This balance due will include any shipping & handling charges & any charges due as a result of changes to the original order. If initial payment is by credit card, any balance due plus shipping & handling charges will AUTOMATICALLY be processed on same credit card initially provided, BEFORE your completed order can be released for shipping/delivery.
Charges are based on carrier fees & we will not be responsible for any cost variations due to changes in weight, location, delivery time, handling, or any other unforeseen circumstances. Handling charges are $11.95 per location. Some orders may incur additional charges from carrier at a later time when we are billed from carrier & these costs will be charged to our client for their order shipped. We will notify client of additional charges and need a credit card to pay for this. Example of extra or additional charges are; client does not accept package, not available to sign for package and is shipped back to us for reshipping, address was given to us wrong or carrier cannot ship to address given to us by our client.
Due to high-dollar value of finished goods, all shipments require a signature upon delivery, so make arrangements for a signer if you will not be at your shipping address at the time of delivery. Packages cannot be left on doorstep.
Ship Methods Available
- Standard Ground - UPS
- Next Day Air - UPS
- 2nd Day Air - UPS
- 3rd Day Air - UPS
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