Terms and Conditions

Please read the following terms & conditions before placing your order with CustomZilla.com. If you submit an order to CustomZilla.com you are agreeing to our terms & conditions.

Payment and terms

Payment in full is due prior to producing your order.

Confirmation

Upon placing your order you will receive an email confirmation. Within approximately 48 hours you will receive an email proof clearly showing the imprint on the specific item ordered. Please go over this proof very carefully to ensure that the imprint is correct. Once you have approved the proof we cannot be held liable for any errors in the imprint.

Charging your credit card

Please press the 'SUBMIT' button only once, if you press it multiple times your credit card may be charged multiple times. In such event please contact our customer service team at (888) 740-1120 so we can make sure you are only charged for the items you have ordered. Once we have verified that a duplicate charge has occurred we will refund the charge promptly.

Artwork and Guidelines for submitting artwork

Please submit all information for your imprint instructions at time of order placement. You can choose to upload your art files and submit your art instructions along with your order or you can email us your art files and instructions to art@customzilla.com. Remember that whichever method you choose, we will email a proof for approval before we begin production.

We strongly suggest that when uploading your own art files that they are "camera ready" high resolution files. As to provide the best quality imprint, an absolute minimum of 300 dpi at 100% size is needed but 600 dpi is preferred. An additional charge may be added to your order depending on the time needed to make your artwork 'printready'. Our customer service will contact you prior to incurring such charge. Note that the added work involved in cleaning up any artwork will also add to production time.

Accepted Formats

An editable version of all files including linked and placed images must be submitted. Convert all fonts to outlines or include all screen and printer fonts. Compressed files must be self-extracting, although compression is not recommended. Please send digital files no less than 300 dpi at 100%, higher resolution is strongly recommend for a better imprint.

• Adobe Illustrator (.ai)
• Adobe Photoshop (.psd)
• EPS (.eps)
• Adobe PDF (.pdf)
• CorelDRAW (.cdr)
• TIFF (.tif) - at least 300 dpi
• JPG (.jpg) - at least 300 dpi

Customers will assume complete responsibility to obtain permission for reproduction of logos, patents, trademarks and copyrights. By agreeing to print any submitted artwork, CustomZilla.com will not be held liable under any circumstancesBUI

Proofing

You will receive a proof via email within the first day of your order. Many competitors say “free” proofs available. Although we believe in not charging our customer for every little service, we certainly don’t make this a marketing ploy. The proof enables you to view the exact imprint and the entire order details. The proof must be approved by you before production begins.

Color Matching

Pantone colors are established for printing on paper and used as a reference only. Due to the nature of ceramic ink, a 100% match cannot be guaranteed. Color matches may vary from previously accepted pre-production samples, speculative samples, color samples or order runs.

Normal Production Time

The estimated normal production time is 5-7 business days after receipt of order. This timeline is also dependent upon the size of the order and/or the complexity of the artwork or process employed. Please remember that delivery time is the total of both proofing time, production time and shipping time.

Shipping

F.O.B. 14604. Title of the goods passes to the buyer at the point of shipping. If the order is being shipped via UPS, you will receive an email from UPS with tracking number and delivery information. If you have chosen to have your order shipped via Ground Freight we will supply you with tracking information as well as where to go on the web to track. We use many different freight lines so this information will be different for each order. Certain large orders are best serviced by shipping them via a LTL truck carrier. In such an event we will contact you to discuss the best possible shipping method. This type of delivery may incur additional charges.

Unfortunately we are unable to ship to a PO Box.

Once the order has left the warehouse, CustomZilla.com cannot accept responsibility for any delays caused by the shipping company. If shipping is delayed on an "expedited" shipping order, ONLY THAT PORTION OF THE SHIPPING CHARGES WILL BE CREDITED BACK BY UPS. CustomZilla.com will not be held responsible either in the event the customer is not available for delivery or the customer refuses delivery.

Shipping Breakage

Although great precautions are taken during the packaging of each order, breakage does sometimes occur during the shipping process. In the rare event that you do receive your order with breakage please contact our customer service immediately. Will promptly credit your account for that portion. Please do note that we will require adequate proof for any damage or breakage reported.

Important notice for our International Customers - Including Canada

For orders shipping outside the U.S. - INCLUDING CANADA - local duties and/or taxes may be assessed upon delivery. These fees are not charged by CustomZilla.com during checkout; therefore please consult your local customs office to determine these charges. We are not responsible for these duties and/or taxes. Note that delivery dates outside of the U.S. are essentially "estimates", and in no event will CustomZilla.com be liable for any consequential damages arising from delays in delivery.

Prior to shipping merchandise internationally we will contact you for approval of shipping charges.

Handling Recommendations

All glassware, ceramic and porcelain are Kiln-fired at up to 1200°F. The imprints are long-lasting and safe with reasonable home or office use. Please avoid the use of commercial detergents and abrasive cleaners which can damage any imprint. All plastic and sportbottles should only be handwashed. Products are not intended for use in restaurant environments.

Color Registration

Where 2 or more colors are close together there is the possibility of misregistration of approx. 1/32" of each color in any direction.

Ceramic, Porcelain and Glassware

All mugs are finished by hand and the color shade and glaze may vary within the same order or from previously accepted random sample, order run, preproduction sample or speculative sample. Slight imperfections, minor indentations (pinholes and/or dark dots), uneveness in the glaze and variations in height and diameter must be accepted and are within the industry standard. Capacities listed for ware, are approximate and may vary from lot to lot or within the same order. Some glassware styles have seams as a result of the manufacturing process.

Claims and Redos

Please check your order immediately upon receipt. All claims must be reported within 7 calendar days upon receipt of goods. All claims will be confirmed via email. We may request pictures to be emailed or an actual sample made available for our inspection. Once we have evaluated the claim we will promptly credit or replace the product if mandated. We will not change the product, the logo or artwork or the imprint color when processing the redo.

Repeat Orders

When placing an order for the exact same item with the exact same imprint, the following setup charges apply:

• For orders of 144 pcs. or more with a one or two color imprint a 50% discount to the setup charges applies.
• For orders of 144 pcs. or more witha three or more color imprint, a 25% discount to the setup charges applies.
• Place the order through the shopping cart and write "Exact repeat order" along with the previous order number in the special instruction field and we will refund the setup discount to your credit card.

Cancellation Policy

After Proof - $25.00
After Screen - $25.00 + screen charges
After order hits the production floor, the order cannot be cancelled.

Return & Refund Policy

In line with industry standards, personalized merchandise is not returnable or refundable. Blank merchandise can be returned after approval from the factory. Return authorization number must be obtained before returning merchandise. Merchandise returned without an authorization number will be refused. All merchandise must be returned to the factory warehouse in NYS in original, undamaged boxes.

Limitation of Liability

In all circumstances, CustomZilla.com maximum liability is limited to the purchase price of the products sold. CustomZilla.com will not, under any circumstance, be held liable for any claim or action that exceeds this liability limit. CustomZilla.com will not be liable for any third party claims for damages against the customer, nor for malfunction of product, cause of delays, interruption of service, or loss of business.

Shipments to California

According to law Proposition 65, all items sold to California must carry a warning label. The State of California requires that no person in the course of doing business shall knowingly and intentionally expose any individual to a chemical known to the State of California to cause cancer or reproductive toxicity without first giving a clear and reasonable warning. Accordingly, if Buyer fails to provide CustomZilla.com advance written notice that CustomZilla.com product will be shipped to the State of California, Buyer hereby indemnifies and agrees to defend and hold harmless CustomZilla.com from and against any and all Proposition 65, personal injury and property damage claims, and from all other costs, liabilities, damages and expenses (including, without limitation, attorneys fees and litigation expenses on account thereof or in connection with any investigation or preparation related thereto or the enforcement of this provision) relating to, resulting from, connected with or arising out of goods or products provided to buyer by CustomZilla.com, to the maximum extent permitted by law. Please note that all orders placed with or received from CustomZilla.com shall be deemed effective acceptance of these terms.