Deadline Times
Our standard order production time for both screen print and embroidery orders is 10 business days. This is normally 2 weeks unless a holiday falls in between the order start and completion date. Please note your job production time will not start until the following three approvals are made:

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1.  Signed work order is received (Or accepted online)
2. Your payment has been received
3. Artwork has been approved

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Occasionally our production department gets overloaded and we need more than 10 business days to produce an order. We try to alert our customers of delays in every case, however, if you have a job that must be delivered by certain date and time, please make sure we know your specific deadline requirements from the start of the order.

 

Rush Jobs

If an order is needed in a shorter time frame than our standard order production time of 10 business days, we will try to accommodate your request. However, rush orders often cause us to bump other jobs, and run our production staff at overtime hours, resulting in the need to charge additional rush fees. Ask us for more information on rush orders and rush order fees if a rush is needed.

 

Art Preparation & Design Fee

Every order receives 30 minutes of FREE art preparation from our art department
If you have your own design or simply just a design idea, it’s no problem. We can work with you whether it’s production-ready, a mere concept in your head, or somewhere in between. Urban Imprints allows 30 minutes of free artwork preparation time with each order. If your design requires more than 30 minutes of work, the additional charge is $65 per hour. If you are curious as to how long it will take to develop your design, contact us to get a time estimate.

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Artwork File Requirements

If you have artwork already prepared for your project, we'll set up the file for the particular process we're using (embroidery or screen printing) and you will avoid any additional charges design and artwork layout. Vector art is always preferred, raster art should be at least 300 dpi. Preferred file types: .AI, .PDF Accepted files types: .JPG, .PNG, .EPS.

 

Art Start – We can start a design before the order is placed…
Often our customers need to get the design work before they are able to place their order. The artwork could be needed for a pre-sale order form, event marketing, or many other reasons. Our art department can do an Art Start before your order is placed, as long as a few guidelines are followed.

1. When requesting an Art Start, please note to us the approximate date when your order will be placed. All screen print and embroidery orders are allowed 30 minutes of art preparation free of charge to our customers. The Art Start is part of that half-hour and not considered separate time. Any additional time above and beyond the 30 minutes will be billed at our normal art rate of $65 per hour. 

2. If an Art Start is completed by Urban Imprints and the customer does not place an order, we will maintain a charge for the art time used by our artist of $65 per hour.

3. Urban Imprints absolutely stands behind the quality of our designs. Sometimes even the greatest of artists cannot match specific needs of some clients. If you are not satisfied with the quality of design from your Art Start, please notify us within 5 days of receiving the design work and let us know your thoughts. We will either re-work your design to fit your needs or not charge for the art time used. 

4. Graphic design work created by the artists of Urban Imprints is the intellectual property of Urban Imprints. It cannot be utilized by any outside business without our written consent.

If you have any further questions about the Art Start process, please just ask us.

 

Payment Methods
We accept cash, checks, major credit cards, and authorized school or municipal purchase orders.

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Order Deposit
Full payment is required to begin production.

 

Price Breaks

All our prices are based on the quantity of garments ordered. The higher the quantity, the lower the cost. Price breaks will differ from product to product and whether it’s embroidery, screen printing, or DTF heat transfers.

It is possible to mix and match garment types to get a higher price break. Our price breaks are based on the number of same design items, not similar garments. For instance, if you order 50 T-shirts and 50 sweatshirts, as long as the design is the same for both items, you will be able to take advantage of the lower price in the 100 quantity break.

 

Quantity Minimums

The Urban Imprints minimum order is 12 pieces for embroidery orders and 24 pieces for screen printing orders. We do accept orders below the minimum but they will incur an additional fee.
Each promotional item also has separate minimum order requirements. Ask your contact at Urban Imprints for assistance if you require a smaller quantity.

 

Reorder At the Same Price Policy (for Screen Print & Embroidery orders only) 

The best advantage of a large quantity order is the low cost of the higher volume price break. After an initial order is placed, often the need arises to reorder substantially less of the same design for a second order. Most companies will charge based on the total quantify regardless if a larger order had been previously placed, which could make your reorder much more expensive!

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Urban Imprints in select circumstances, allows you to place a much smaller quantity reorder at the same price as your original order. This can be a huge benefit to your company, school, group, or organization when planning for an event.

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Our reorder policy does though have specific details that also must be met:

– Screen Print Minimum Reorder Quantity: 24 pieces 
– Embroidery Minimum Reorder Quantity: 12 pieces

– Only 1 single reorder can be placed at the same price

– Reorder must be placed within 60 days of the original order.

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If your company or organization requires the price to remain constant throughout a set period of time, that option is possible. It must be taken under consideration during the original pricing contract and specifically be put in writing from Urban Imprints when the original order has been placed.

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If you have questions about our reorder policy, please feel free to contact us via email.

 

Signing Off On Finalized Orders

Urban Imprints prides itself on maintaining the highest quality in our screen printing and embroidery industry. We spend extra attention on the front end of an order to make sure your specific desires are met so that when the final product arrives you are satisfied. As part of our commitment to diligently ensure this satisfaction, we require our customers to sign off on every order detail for both the item/size/color ordered and the design color/placement/size too.

Please note it is extremely important that a customer pay attention to all the specifics in the order sign-off process to ensure that the end result is correct. 

 

Shipping
We ship orders of 50+ pieces free of charge within the Continental United States. Shipping charges for orders under 50 pieces is based on weight and destination. We ship via USPS, UPS, FedEx, and DHL. We evaluate each order to determine the lowest rate and then we choose the shipping method from there.

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Order Returns
An order of customized garments or items that have been screen printed or embroidered cannot be returned because we cannot return the items to our wholesale distributors. If your final product arrives and you believe it is different than what you signed off on, please contact us immediately. We will review the complete order and determine if your order qualifies for reproduction.

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Special/Custom ordered items are not returnable.  Special/Custom ordered items include uniform items and school items (such as spirit wear and novelty items), corporate apparel and any other custom, made-to-order item. Special/Custom orders that are canceled before they are imprinted (screen printed, embroidered, heat pressed, etc) are subject to a 15% restocking fee and shipping is not refundable. If your Special/Custom order has a manufacturing defect, contact Urban Imprints within 15 days of purchase. Urban Imprints reserves the right to decline returns on special/custom ordered items.

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Misprinted Garments or Items
Occasionally in large production runs, a few items are misprinted and are distinctly different than the correctly printed or embroidered order. Another potential problem is garment or item defects could have made it past our quality control and been included in your overall job. If this is the case with your order, please contact us with the specific item(s) and problem. In most cases, Urban Imprints will credit you back the cost of the misprinted or defective items from your invoice. If the misprint quantity is larger than 5% of your total order, then you may qualify for having the individual items replaced with a reorder. If you already plan to place a reorder, the misprinted items can be included in that run if need be.

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Order Cancellation

Our order process does not start until the work order is accepted and full payment has been received. Immediately following your order acceptance and payment, our production team will purchase blank goods for your order from one of our several wholesale resources. An order cannot be canceled once the goods have had any part imprinted. Customized goods are not returnable to our wholesale firms, so we cannot credit you for any placed order that has been decorated.

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15% Restocking Fee

If you elect to cancel your order after we have already purchased the wholesale blank goods, but before they have been embellished, then you will need to pay a 15% restocking fee. The restocking fee represents our real costs to return the blank items back to the wholesaler. We must always pay a restocking fee to return any goods as well as the freight costs to transport the goods.We do not profit from this fee. We are simply paying the restock fee of our wholesaler.

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Unclaimed Orders

Any completed orders that are not claimed (shipping address not provided, not picked up, delivery not accepted, etc) within 30 days of completion, will be donated and Urban Imprints will not responsible for replacement.

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*Customer-Supplied Items

We prefer to work on garments and items we obtain from our suppliers so that we are guaranteed they are suitable for embroidery and are aware of any special instructions by the manufacturer. We use items that have been tested and proven to provide quality results with embroidery, screen printing, and heat press transfers.​ ​Urban Imprints will accept customer-supplied garments and items for embroidery and heat press transfers on a case-by-case basis. Urban Imprints does not screen print on customer-supplied items. Our Customer-Supplied Item Waiver must be submitted on all customer-supplied item orders before production will be scheduled.

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The cost for imprinting on a customer-supplied item will depend on the service needed, the supplied item(s), the total stitch count, size of transfer, additional materials needed, and the complexity. Also, there is a 20% fee on top of the cost for each customer-supplied garment due to the extra steps and handling needed to clear the item for embroidery or heat transfer. ALL SUPPLIED ITEMS MUST BE NEW - We will not embroider, or heat press on previously worn, washed, or soiled garments. If you are providing the garments for embroidery or heat press transfers, then you must provide us with a detailed description of the garment, including brand, style number(s), color(s), size(s), quantity and, packing slip (for proof that it is new). Urban Imprints recommends at least one (1) additional piece per style in each color if needed for testing fabric, ink discharge, color reactions, and/or imprint techniques etc. We are not responsible for the end result of on the following treatments: garment dyeing, tie-dyeing, or special washes (dry cleaning, etc) made on the garment. Please understand that our standard customer-supplied pricing does not account for items that require extensive unpacking, such as individually boxed/bagged items or items with stickers or tags that must be removed before imprinting (some stickers and tags may remain on if they do not impede with the imprint process.) If we receive such items without prior notification, we will send you a revised invoice for approval before unpacking your apparel and continuing production. 

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Urban Imprints is not responsible for replacement/reimbursement should customer supplied items become damaged in the imprint process. Your product(s) is/are your responsibility. Customer-supplied garments cannot be guaranteed in any way. In the event of an error or damage to the item, we will not be able to replace the item nor issue a refund for any materials used or time spent on the project. Urban Imprints is not responsible for any uncontrollable manufacturing mishaps, such as machinery malfunctions, unexpected performance of customer-supplied items, etc. Urban Imprints is not liable for replacement of / reimbursement for supplied items damaged in the imprint process. Items must be delivered, un-boxed, un-bagged and with a list of what's being provided. Urban Imprints will assess a fee of $.50 per item to un-box/un-bag individually packaged items and a fee of $.50 per item to inventory supplied items (items that we can source from our suppliers).

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If you have any questions about customer-supplied items guidelines, don't hesitate to reach out to us! Our ultimate goal is to get your project completed!

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CLICK HERE for the Customer-Supplied Item Waiver.

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Holding Screens for Reorders

Screens are the property of Urban Imprints and are regularly being washed and reused for other clients. Screens are kept for 60 days of the initial order. After 60 days, screens are reclaimed (washed and reset for another client). If you wish to do a reprint after the 60 days you will have to pay screen fees again. Note: If you have the same design and would like printing in a different area of the garment it can be considered an additional screen and set up since the size of the artwork will mostly likely be different.

 

Product Samples Policy
Some customers want to see a sample item first before they purchase a large order of custom screen printed or embroidered garments. To both meet the needs of our customer and keep our own operating costs down, we have created a detailed sample policy.

Returnable Samples
Some premium items like jackets & high-end polo shirts can be ordered as a sample and shipped directly to you. Urban Imprints will invoice you for any sample charges from the wholesaler. After you have made a decision on which style or item fits your needs best, we will collect those samples from you and ship them back to the supplier. You will be invoiced by Urban Imprints for the shipping charges for the return. *Please note samples to be returned must remain first-quality and cannot be worn or laundered. In addition, we are limited to a sample check-out of 3 items per customer, per order.

Rebate Back to Large Order
If you know the item style needed and would like to order a sample range of sizes to measure your own group, that is no problem. Urban Imprints will place a blank sample order for all the sizes you believe will be ordered. You'll have to pay upfront for those blank samples the same individual price we quoted you for an imprinted piece. Once you have all sizes figured out, return the samples back to us so we can insert them into your larger screen print or embroidery order. We will rebate the cost of that initial sample order on your larger order placed, less the freight costs. If you paid for samples of sizes that were not ordered by your group, then Urban Imprints will not be able to rebate you the cost of that sample.

Pre-Production Samples
If you require a completed production sample item with your exact screen print or embroidery work, it can be done, but will incur an extra cost and delay the production deadline. 

Screen print pre-production samples are more costly than embroidery samples because the set-up time on our equipment is much lengthier. Pre-production samples cost:

• Screen print pre-production samples:  Sample Item cost + $35.00 per each imprint color & imprint side

• Embroidery pre-production samples:  Sample Item cost + $25.00 embroidery production cost

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"Imprint these words on your hearts and minds..." 

-Deuteronomy 11:18