Given the nature of the products and services we offer, 95% of these items are manufactured in a make-to-order environment. With custom emblems, custom transfers, custom blanks and individual name crests, to name a few, very few items are sold from stock. Furthermore, many of these items have an order-to-delivery interval averaging 4 to 7 days, with some items shipping same-day.
We strive to process every order free of delay or error, however in some cases due to the fast paced nature of the business, regrettably faults do occur. We take these situations seriously and monitor our performance continuously, seeking ways to further improve and limit or eliminate these occurrences. You can be assured that we will take prompt action to rectify an error that we have caused.
Should the need arise, in all cases claims must be made within ten days of order receipt, and items may not be returned for replacement or credit without prior authorization.
Claims
As noted on all order, delivery and invoicing documentation, all claims must be made within 10 days of order receipt for items or orders that were received with errors caused by Emblemtek, or for items that are deemed to be damaged or defective. Visible and physical damages to shipments must be declared on receipt of shipment with the delivery driver in order for claims to be valid with the related transportation company. Customers that request to have their shipments sent to them on a collect basis will be responsible for any transportation claims required.
Returns: Emblemtek Error or Defective Item
On a case by case basis, Emblemtek will determine if defective products or items made in error will be returned or not. In many instances, returns and credits will not be issued for custom made goods that were found to have errors resulting from Emblemtek’s order entry or manufacturing processes, but will instead be replaced free of charge on a separate order, shipping charges included.
If a return is granted, Emblemtek will issue a Return Merchandise Authorization, which will highlight the item(s) to be returned along with detailed return instructions, and will take responsibility for the shipping charges. In many cases, Emblemtek may simultaneously initiate the process by creating a UPS Return Shipment, and related documents will be forwarded to the customer via e-mail. RMA instructions must be respected in order to receive a full claim or credit. Unauthorized returns may be refused, and Emblemtek will not be responsible for the shipping costs or loses of wrongfully returned items or return methods.
Returns: Customer Order Error or Overstock
Customers wishing to return items due to an error in ordering or due to an overstock situation must first review the case with an Emblemtek Associate. Custom made goods, including custom blanks, custom emblems, transfers and patches may not be returned for replacement or credit as a result of customer error or overstock situation. Stock items may be returned at Emblemtek’s discretion, and a 15% restocking fee will apply. If a return is granted, Emblemtek will issue a Return Merchandise Authorization, which will highlight the item(s) being returned along with detailed return instructions. The customer will be responsible for all shipping fees associated with the return, and if Emblemtek is subjected to any return fees, those charges will be re-billed to the customer or deducted from the forthcoming credit-note.
Credit Notes
Credit Notes will be issued for returned goods once the Return Merchandise Authorization case has been closed, providing the return instructions were followed, the items are in proper order and the quantity received is relative to the return. Any deviation from the original return details and instructions may cause a delay in the process, or certain amounts may not be fully credited.
