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Ordering Process

Q: What kind of artwork files can I send?
A:
Native Adobe files are best, preferably Illustrator or Hi-Res pdf files. Photoshop (.psd) files are also acceptable. All fonts need to be converted to paths/curves/outlines that will allow us to quickly generate the clichés and pads used to imprint your logo and or artwork onto your utensils.

 

Q: Do you keep a copy of my artwork?
A: Yes, we keep an electronic copy. We will also store your custom plate in our warehouse at no additional charge. This allows us quick and easy access for future re-orders. If you choose to hold on to the plate yourself, you will need to send it to our Wisconsin facility on your re-orders.

Q: Where do I send my artwork?
A: You must email your artwork files to artwork@customcaterware.com

Q: Are there any other ink colors available?
A: Your choice of ink colors are black, white, red, blue, green, yellow plus some metallics.

 

Payment

Q: What forms of payment do you accept?
A: All Major Credit Cards including: Mastercard, Visa, American Express, Discover and Paypal.

Q: When do you charge my credit card?
A: Your card is charged when the order is placed. We also will charge your card $45.00 for the custom designed plate immediately upon final approval.

 

Shipping and Delivery

Q: Who qualifies for "Free Standard Shipping"?
A: All orders requesting standard ground shipping to the 48 contiguous states only. All other shipping requests will be charged the applicable rates.

Q: How fast will I get my order?
A: Standard delivery time applies. You will receive an email with shipment tracking information immediately when your order is shipped.

Q: Can I ship internationally?
A: We offer international shipping only to Canada and Mexico. Additional shipping charges will be applied.

Q: Can I use my own account for shipping?
A: Yes. Please call for details

Q: Is expedited shipping available?
A: Yes. Please choose the option you prefer when prompted for shipping during checkout. Note - You will be waiving the "Standard Free Shipping" option.

 

Returns

Q: What is the plate set-up charge for custom orders?
A: If you have any problems with your order please contact customer service at askus@customcaterware.com within 15 days of receipt. Blanks may be returned, but will be assessed a 15% restocking charge. We advise opening your merchandise to review its quality if you do not intend to use it right away. After this time we will be unable to go back to our suppliers for credit. Please have your order number available. WE DO NOT ACCEPT UNAUTHORIZED RETURNS. If any problem arises, please email customer service immediately. If necessary we will issue an RMA number (Return Material Authorization) and provide you with a special shipping address.

 

General Information

Q: What is the plate set-up charge for custom orders?
A: A one-time $45 set-up fee is charged when artwork is approved.

Q: If I reorder an item will I be charged set-up fees again?
A: No. We only charge for plate fees if you have made modifications to the original artwork. That situation follows the normal process flow for first-time orders.

Q: Will I see a proof before my order goes into production?
A: Yes. You will need to approve the artwork before production can begin.

Q: Do you charge sales tax?
A: Illinois and Wisconsin customers must
inform us of their tax exempt status when placing an order.

Non Tax Exempt customers in Illinois and Wisconsin will be charged the appropriate state and/or local sales tax for any order as follows:
 - Illinois residents: 9.5%
 - Wisconsin residents: 5.5%
 - All other states: No sales tax will be charged but your state of residence may require you to pay sales or use tax and file a sales or use tax return for certain purchases made from CustomCaterWare.com™.
Please consult your city, county and state tax rates to determine your applicable sales or use tax.

Resellers in Illinois and Wisconsin must submit a copy of their current Certificate of Resale. For exempt organizations, we must have a copy of the state issued letter with your current tax exemption # (E...) on file. Companies working on tax exempt projects must provide an exemption letter or form for each tax exempt project. If you do not provide us with this form, you authorize CustomCaterWare.com™ to charge your card for the calculated sales tax amount. Your order will be considered "paid-in-full" and will ship once you have complied with these terms.

If you have any questions, please email customer service at askus@customcaterware.com

Q: Can I cancel or change an order?
A: Once an Order Acknowledgment is approved, we cannot guarantee our ability to make changes or cancellations to an order. CustomCaterWare.com™ will make every effort to comply with your cancellation request. If you have already signed your Order Acknowledgment, there will be a minimum charge of $50.00 to cover order entry and preparation expenses. In addition, you are liable to pay the agreed upon price for any work that may have been completed up to the time that we are able to cancel your order. These charges may include but are not limited to setup charges, artwork preparation charges, shipping charges and restocking fees. All completed work and costs incurred will be the responsibility of the customer. 

Q: What is the lead time on blank utensils?
A: Two to three business days.

Q: What is the lead time on custom utensils?
A:
Lead-time is 10 business days after electronic art file has been submitted on case quantities. This lead time includes artwork proofing. Please indicate your in-hands date on your PO, otherwise your order may be moved ahead or behind other orders to accommodate our production schedule. 

Q: Can you expedite lead time?
A: Our 3-Day Rush Service will apply a 25% up charge of total product and on 1-color imprints only. Shipment will be made 3 business days from receipt of approved art and as items become available.

Q: Can you send me a sample?
A: On request, we will send you a sample 6.5 inch Serving Tong with contrasting color custom imprint (sample).

For any additional information please contact us at: askus@customcaterware.com