CUSTOM PRODUCTS – Return & Shipping Policy
All custom orders are to be paid in full at the time of order. By making payment for your custom order you are accepting the most recent digital product preview of your customized product as an accurate representation of the product you are requesting and giving permission to begin the production process. In the event of delayed payments Kindred Apparel reserves the right to charge interest on the balance owing of 2% per day after a grace period of 30 days.
Custom orders include any custom printed or produced bags, T-shirts, labels, or tags as well as any non-stocked items that have been specially ordered through Kindred Apparel from any supplier or manufacturer. All custom products are made-to-order. Once an item has been customized it cannot be reused or resold. Therefore, we do not accept any returns on custom or special order items.
All orders are made-to-order through our supplier, JOYYA (previously named Freeset). Once an order has begun production at JOYYA there are no cancellations. All cancellations made prior to the commencement of production must be done in writing via email and are only considered accepted with approved response from Kindred Apparel.
In the unlikely event that a product is back-ordered and cannot be delivered on time we will contact you immediately via phone or email.
PRODUCT SPECIFICATIONS
Kindred Apparel is not responsible for incorrect sizes, names, or text, so please make sure your order is correct and that you notify Kindred Apparel of any errors immediately when reviewing your final product preview and invoice.
Your product preview is created to show how your artwork will look on your chosen product. We endeavor to make this as accurate a representation of the final product as possible, but colour and print size may vary slightly. Pantone colours are provided with each product preview to help minimize colour discrepency. When approving a product preview, you are approving the chosen Pantone colours as an acceptable choice to represent your artwork colours in print form. Kindred Apparel is not responsible for any perceived difference in colour tones between the customer’s art work, the product preview and the final product.
Due to dye lot variances, some shading differences may occur in colouring of fabrics used in production of custom products. These items are not considered defective.
Although Kindred Apparel has made every attempt to ensure correctness of measurements and other product specifications, we take no responsibility when errors of this nature occur on our website or in our other publications. If you require confirmation of a specific dimension or other specification, please contact us prior to placing your order.
FAULTY ITEMS
If your custom product has flaws or defects in workmanship, please notify Kindred Apparel regarding course of action. Faulty products are eligible for replacement or refund under the following conditions: Notification of any faulty products must be made to Kindred Apparel within 72 hours of receiving your order. You are required to call (250-532-2992) or email (team@kindredapparel.com) to alert us of any problems or concerns regarding your order. The customer may be asked to email photos, or return the product (shipping at the expense of Kindred Apparel) before a replacement item is dispatched. If faulty items are approved for replacement, the identical item will be dispatched to the customer if available. If the items are no longer available to be produced, a refund will be issued to the customer.
PRICING
Quotes that are provided to customers are honored for a minimum of 30 days or longer if pricing is still current. After 30 days has passed the customer is responsible to inquire for updated pricing.
Due to the constant fluctuation of the Canadian dollar value, fuel prices, manufacturing fees, etc., prices are subject to change without notice. We publish catalogs as needed, but due to the aforementioned variables, we cannot be held responsible for price increases that occur between catalog printings. Our website pricing will be the most reliable source for the most recent pricing information, but if you have any questions or concerns regarding current prices, please contact us at team@kindredapparel.com for more information.
MINIMUMS ORDERS & REPRINTS
Our supplier, JOYYA, maintains minimum order requirements of 50 units for custom printed T-shirts and 100 units for custom printed bags. These minimums are to be met on a per item/design basis. This is described as the minimum amount of bags or t-shirts consisting of the same print image comprised of the same combination of same print colours across all the units. In some cases the customer may be able to mix the colour of the base fabric used to create the bag or t-shirts on which their design is to be printed. Kindred Apparel retains the right to refuse this production option in any circumstance.
Reprints of previously produced items must also meet these minimum requirements to be eligible for production. Inquiries can be made regarding smaller volumes however they may be subject to additional fees.
DAMAGED SHIPMENTS
You must notify Kindred Apparel within twenty-four (24) hours of receipt of any damaged items received. You must inspect your order for damaged box corners, crushed boxes, etc., prior to signing for the delivery. If there is a damaged piece, you must sign for it as damaged and notify us immediately. If your order is damaged and no claim has been reported within 24 hours, the carrier will not honour your claim for the damaged items.
TERMS & CONDITIONS
We gladly accept Visa, Mastercard, or EFT (electronic fund transfer). Payments can be made by cheque, however production will not begin on an order until payment has been received and cleared.
FORCE MAJEURE
Kindred nor our manufacturing partners (JOYYA) shall be held liable for any failure to perform that is due to any cause or circumstance beyond the reasonable control of Kindred or our manufacturing partners, including without limitation a demand for our products and other products manufactured by JOYYA which exceeds Kindred or JOYYA ability to supply them, earthquakes, fire, accidents, floods, storms, pandemics, other Acts of God, riots, wars, rebellions, strikes, lockouts or other labor disturbances, national or international emergencies, failure to secure materials or equipment from usual sources of supply, failure of carriers to furnish transportation, government rules, regulations, acts, orders, restrictions or requirements or any other cause or circumstance beyond the reasonable control of Kindred or JOYYA. No such inability to deliver or delay in delivery shall invalidate the purchase agreement.