July 1, 2023
Phantom Factory Terms and Conditions

Minumum Quantities

There are no minimum order requirements

Turnaround Times

  • Final turnaround time is based upon submission and approval of the final client artwork proof.
  • A Rush Service fee may be applicable for orders with sensitive deadlines. Any changes made to the final artwork design will delay the overall turnaround time.
  • We will not be responsible for any missed deadlines due to: holidays, weather conditions, vendor shortages & errors, shipping errors, power supply interruptions, or force majeure. We are unable to provide refunds in the event of such occurrences.
  • The customer will be responsible for any expedited shipping costs that may arise from needing to have an order done by a specific date.

Delayed orders due to unforeseen circumstances might occur, if there is a rush fee associated (pro-rated to the specific items delayed), The fee will be refunded unless a different resolution is provided and agreed on between management & client.

7-10 BUSINESS DAY “STANDARD” TURNAROUND

  • 7-10* Business Day Standard turnaround applies only to in stock product
  • * Turnaround time starts upon approval and any required payment of the invoice.

3 DAY RUSH

  • 3 Day Rush orders apply only to in stock product.
  • 3 Day Rush orders are completed and ready to be picked-up and/or shipped within 3 business days from approval of artwork proof.
  • 3 Day Rush orders require an art approval within 2 hours or being sent.

Promotional Items

  • Promotional items other than t-shirts are subjected to a different turnaround based on specific items.
  • Please contact us directly to inquire the timeline for a specific promotional product.

All turnaround times are subject to availability. Turnaround times must be confirmed with a direct sales representative and noted on sales order / invoice.

Holidays

We observe the following *holidays, which will not count as production days:

Good Friday (Friday to Monday)
Canada Day
Labour Day
Halloween
Christmas Holiday (usually last 2 weeks of December and first week of January)
* We will notify any affected customers of any shutdowns prior to timeline guarantees.

Estimates / Quotes

  • Estimates are valid for up to 30 days unless stated otherwise.
  • Estimates provided through phone and email are subject to receipt of the final artwork to confirm accurate pricing.

Payment Terms

A 50% deposit is required on all orders to begin processing & production. A full payment of the remaining balance is required upon pickup or prior to shipping.

  • We only accept: Cash, E-Transfer (sales@phantomfactory.ca)

Accounts and Late Payments

  • Invoices that are not paid according to the indicated payment terms on the invoice will incur a 5% daily prorated late fee of the total due indicated on the respective invoice.

Artwork Requirements

   Phantom Factory can work with many file types and resolutions, we will let you know if the supplied artwork does not meet requirements.

  • All submitted files should be in 300 DPI.
  • Accepted raster files are: .JPG, .PSD, .PNG
  • Accepted vector files are: .EPS, .AI, .PDF

Files submitted in low quality (below 300 DPI) are subject to art preparation and editing fees.

Artwork Design & Preparation

  • Art not supplied in a ready format is subject to design fees.
  • Design typically takes 48 hours to complete, however it is subject to the detail of each project.
  • Design time should be accounted separately from the turnaround time of an order.
  • Design services are billed at rate of $80 per hour.

Order / art proof approval

Any “special order” items must be prepaid in full.

There are no refunds on special orders after payment.

It is the responsibility of the customer to approve the proof and check for the accuracy of:

  • Sizing
  • Quantity
  • Garment type, style & color
  • Deadline/Delivery Date
  • Spelling
  • Colors
  • Placement & print size (artwork size may be determined by our production methods)
  • Custom sizing may incur extra material costs.

We will not accept responsibility for errors, misspelling and corrections not implemented and/or requested after the final artwork proof approval.

Note: Any changes made after the original approval (if possible) may cause delays in production time and/or additional costs.

Client Supplied Garments

Phantom Factory does not generally work with customer supplied garments/materials as they have not been tested on our machinery

Client takes full responsibility for any damage that may occur. It is recommended you supply extras of each size.

We request that clients must supply an itemized list of all garment pieces brought in to be decorated.

There is a surcharge for customer supplied items.

Handling

Customer supplied garments that require extra handling (such as tagged garments or individual bagged garments) may be subject to an additional handling fee. This fee will be added to the final invoice.

Garments and Product Inventory / Stock.

Phantom Factory will not be responsible for items that are out of stock. We will do our best to provide the most accurate inventory at the time of order. Should specified items become out of stock, we will contact the customer with a comparable replacement prior to printing.

Decorated Product Claims & Issues

Client must verify the correct quantity amount received prior to leaving the premise. We will not accept claims for incorrect quantity once the client leaves the shop. Claims regarding print quality MUST be reported within 72 hours after the order has been received. Please contact us immediately with any concerns regarding an order and we will work hard to resolve any issues!

Decoration Results & Acceptable Variances

Due to the nature of decoration and substrates there are industry acceptable variances within the following processes.

Cancellations, Returns & Exchanges

Cancellation & Exchange of Products on orders prior to the production process are subject to a 15% restocking fee once a deposit is submitted on an order, plus any additional fees incurred (Shipping & Supplies). Once garments have been printed, cancellations will not be accepted.

All sales are finals due to the customized nature of products.

Phantom Factory accepts exchanges & replacements (within 30 days) for equal value for products with the following issues:

  • Manufacturer Imperfections
  • Print Damage (cracking, peeling, missing parts of print)
  • Decoration errors in part of Phantom Factory

Any prices and information listed on our website are intended as a guide only. In the event of a misprint, we reserve the right to correct the copy or pricing to reflect the actual pricing/copy. Please verify all information detailing pricing at the time of ordering.

Order Pickup

An estimated pickup/shipping date will be provided upon approval of order and artwork. Client will be notified through email or phone when the order will be completed and ready for pickup. Any order that is not picked up after 60 days, will be donated, recycled or properly disposed of.

Payment must be made upon pickup of order unless other arrangements have been made.

Social Media Sharing

We are very excited to be working with you! With that being said, we want to show it off once it’s all done by taking pictures and posting them to our various platforms: Online Gallery, Facebook, Instagram, etc. If you are not comfortable with your design being shared, please let us know when you place your order. If you do not specify otherwise, we will assume we have your full permission to share your awesome designs!