Customer Service

PRODUCTION NOTES
•    Production times are approximates – we are able to rush orders at times – a 2% Rush Charge may be added
•    Production times include garment and decorating time, not including sample approval
•    Production times may vary depending on quantity
•    Uptick Apparel recommends a complete size set prior to submitting your order; this ensures your customer is ordering the correct quantity of each size garment – if a size set is not approved, Uptick Apparel will not be liable for size quantities not met
•    Garments cut are the customer’s responsibility and subject to a maximum +/- 5% over/under run
•    Left over custom dyed fabric is the responsibility of the customer
•    Dye lots can be split between various styles
•    A 50% non-refundable deposit is required for all custom orders, payment in full upon completion
•    Patterns, samples and shipping fees are the responsibility of the customer
•    All orders must be signed and approved before commencement of production

CUSTOM MADE SAMPLES
•    Samples can be requested depending on the type of custom order.  All garment samples (not including printing) can be requested.  Cost of custom samples may vary depending on customization.  Custom samples are non-refundable.  Uptick Apparel reserves the right to restrict sample order quantities.
•    Print samples can be requested upon approval and individual pricing applies depending on the print and time for production.  Fees may apply and can be discussed with an Uptick Apparel representative.
•    Digital images for printing are often recommended for printing approval to ensure delivery dates are met and eliminate additional shipping charges.
•    Uptick Apparel will not accept returns of decorated garments.

ACCEPTABLE ART FORMAT FOR PRINTING:
E-mailed art is accepted as a vector Adobe Illustrator CS or Adobe Illustrator PDF file with all text converted to Outlines.
To avoid errors, we request a copy of your art with your purchase order

Laser Engraving art must be completely vectorized and cannot have any colours, tints or strokes. File formats such as .tif, jpg, picts etc. cannot be used for this process. We do not accept any low resolution website art nor file formats such as Quark XPress, Microsoft Word, Excel, PowerPoint, Freehand, Canvas, PageMaker and Adobe Acrobat.

UNACCEPTABLE ARTWORK:
The following are not considered acceptable artwork:
- business cards
- low resolution/low quality photocopies
- four colour process prints
- negative film
- colour transparency film
- PDF files - GIF files - JPEG’s
- embossed/textured images to scan
- coloured bitmaps/tifs
- images from the web
- text that is smaller than 8 point size
 - files that have been resaved as an EPS file

UNACCEPTABLE FILE FORMATS
- Microsoft Word documents
- Power Point presentations

ART RECONSTRUCTION
Uptick Apparel can re draw your artwork if it does not meet printing standards. Any art sent that is bitmap, tifs, gifs, jpgs and low resolution vector art, we can redraw for a fee.  Average redrawing cost is approximately $55.00

The turnaround time is approximately 24-48 hours to have the artwork redrawn. We will inform you upon receipt of your artwork via e-mail if the art does not meet our requirements and will offer to redraw your artwork. When we receive approval via e-mail from you to proceed with the redraw, the process will be put into motion to have your art redrawn.

Payment and Return Conditions

Claims and Returns

• If you have an error or discrepancy with an order, please contact our Customer Service Department within 48 hours of goods, prior to decorating or altering.
• All returns require Uptick Apparel approval and must be obtained within 15 days from receipt of goods.  A 15% restocking charge may apply to all returns and refused shipments
• All returns must be shipped prepaid.  We cannot accept return of goods that have been decorated or altered unless agreed in writing.

• Price does not include applicable tax or freight
• All custom orders are subject to a +/- 1-5% over/under run, this is more common on smaller orders than large
• When ordering a custom style, please ensure size quantity are even numbers when ordering as we are cutting tubular fabric IE: 36 of a size is okay, but not 35
• 50% non-refundable deposit is required on all custom orders, due upon receipt of purchase order
• All custom orders are required to be paid in full prior to shipping, when complete, unless otherwise agreed in writing
• A second signature for authorization of the 2nd 50% or balance of the invoice, will not be needed as authorization on Terms, acknowledge the balance will be applied to the credit card on file when the custom order is completed.
• Shipping costs are not included in this quote and are the customer`s responsibility, unless otherwise agreed in writing.
• Simply not arranging payment or pickup will not be an acceptable method of attempting to cancel an order.
• It is understood that failure to arrange for or provide payment for a custom order will simply force Uptick Apparel to put the order into storage until arrangements can be made.
• The credit card on file will be charged for all shipping charges unless otherwise agreed in writing
• It is understood that production times may change based on time taken to receive sample approval, verbal or written changes can also affect production, thus changing delivery date
• Print quotes can vary from original quote depending on size, colour and format - once artwork is finalized, prices with be finalized in writing
• Preproduction samples can take up to 7 days to complete, with a minimum of $150.00 - payment for preproduction samples, must be received prior to sample production and is non-refundable
• Payment for preproduction samples, must be received prior to sample production and are non-refundable
• Artwork created by Uptick Apparel is subject to a minimum of $100 vectorizing art charge, upon receipt of Purchase Order, and will be applied to the credit card on file.
• All Artwork must be signed off by customer
• Custom orders will not be refunded once production has begun - under no circumstances will custom orders be cancelled once production has begun
• Upon receipt of the purchase order, it is understood that you accept all Uptick Apparel`s Terms and Conditions noted above
• Refusal to accept a shipment does not void the responsibilities for all payments as outlined above

• Orders are shipped FOB Uptick Apparel in Scarborough, Ontario
•  Order being shipped to the United States, require a Federal Tax ID prior to shipping
• We request that all orders be received in writing either by fax or email
• Unauthorized returns will not be accepted; securing a signature from Uptick Apparel on a return does not represent the return has been accepted
• Customers on terms require a valid credit card on file and will be charged if agreed payment terms are not met
• All new customers require a valid credit card on file, if payment terms are not met, Uptick Apparel may use this card to finalize payment
• Payment is required in full prior to shipping, unless otherwise agreed upon
• Custom orders may not be cancelled under any circumstances and refunds will not be given once production has began; by signing Uptick Apparel’s credit card authorization form, the customer agrees to full payment of all costs incurred during the production of the project
• Returning stock garments to Uptick Apparel, may be done within 30 days of the original order, unaltered in any way.  A credit will be provided to the credit card on file only after the garments are received and accepted as being able to resell
• Returned garments are subject to a restocking fee at the discretion of Uptick Apparel and will be discussed with the customer once the garments are returned; no return will be accepted without the written authorization of Uptick Apparel
• The customer accepts that charges to the credit card are made without a physical signature and signed authorization of Uptick Apparel’s credit card agreement, authorizes Uptick Apparel to process payments prior to shipping, unless otherwise received in writing