Frequently Asked Questions
Welcome to Riptide Promotions. Call anytime you have a question, Toll Free: 1-866-355-5171
Hours: Monday – Thursday: 8:30am – 5:00pm EST, Friday: 8:00am – 4:30pm EST
All prices listed are in US Dollars. We accept Visa, MasterCard, Discover and American Express credit cards. A 1.5% bank fee will apply to credit cards on Non-US Banks. We also accept company checks, allow 7-10 business days for check to clear before your order is processed. We may also accept company Purchase Orders from accredited Government Agencies or Academic Institutions. Prices change constantly. We make every effort to keep prices and product information as up to date as possible, however due to raw material pricing and availability prices are subject to change without notice. Pricing and shipping estimates verbally quoted by our Customer Service group are valid for 5 days unless stated otherwise.
What File Formats Do We Accept. Vector artwork such Adobe Illustrator (.AI or .EPS), Corel Draw (.CDR) is preferred. We request that any text be converted to outlines (curves) prior to sending your file. High quality/high resolution files such as Adobe Acrobat (.PDF), .TIFF or Adobe Photoshop (.PSD) may also be acceptable. We ask that these files be sized to 100% or larger than the actual print size, and at least 600 dpi. Depending on the size and quality of the image, we may or may not be able to use images or logos saved in Microsoft Word (.DOC) or low resolution/quality files such as .JPG .PNG or .GIF
We send a free design proof to ensure your satisfaction prior to producing each product. We want to ensure your design is printed accurately and professionally. After your initial proof a nominal art charge may apply. Please contact your Customer Service rep for assistance with design layout or questions.
Most products will have a setup fee. We try to reduce or eliminate these fees as much as possible. When ordering multiple products a setup fee may apply to each product due to the unique print area and/or print method.
Although we try to ship exact amounts of each product ordered, due to the nature of custom printing there will be occasional over / under runs. The industry standard is +/- 5% for most products with the exception of paper and plastic bags which mary vary +/- 20%, we will invoice you for the exact quantity shipped.
Minimum shipping amount for any order is $5.99. Shipping charges will vary by order and are based on the total shipping weight of your order and will be calculated automatically upon invoicing. Standard shipping costs are calculated based on ground shipping rates to commercial addresses. We do not ship to international countries.
All information submitted to Riptide Promotions will remain private and will not be sold, traded or distributed in any manner. All information is kept confidential unless the user requests otherwise. All information provided to Riptide Promotions is used for internal purposes only, including payment and company and email address. Your privacy is important to us.
We encourage our customers to try before you buy. For existing customers we will send out samples($3.00 or less) free of charge using your UPS or Federal Express shipping account. Customers without a shipping account may pay for samples / sample shipping using any major credit card. Clothing samples are not free and will require payment for the sample and shipping. You may request samples by contacting Riptide Customer Care by email: firstname.lastname@example.org or call us at: 1-866-355-5171
Ore-production samples feature your own logo or artwork and are available for a fee that typically will range from $40.00 - $100.00. For rush sample requests, we can expedite by using your UPS or FedEx account number or charge your credit card. Please note that we reserve the right to refuse sample orders at our discretion.
We accept all major credit / debit cards including Visa, MasterCard, American Express and Discover. For payment by check please take into account time for your check to clear before your order is processed. We accept purchase orders from US government and public educational institutions for amounts over $500. All purchase orders must include terms and conditions. Our purchase order terms are net 15 days from invoice date.
Every effort has been made to ensure all product images, proofs and virtual proofs are accurate and true to the product. However, due to changes in stock, screen color variations and other factors, we encourage you to request a sample before placing your order so that you can be sure the product is exactly what you're expecting. Small variations in images and virtual proof are to be expected and will not result in credit or returns.
Changes to An Order
Any changes to an order must be confirmed in writing, e-mail or fax. Changes may delay your shipment. Please check with your Customer Service representative.
Once an order is placed (meaning your proof has been approved and/or payment received) we may not be able to change or cancel an order. Orders cancelled after an order has been placed will be charged a $35.00 service fee plus setup / screen costs, proof costs, art charges and the cost of any work completed. These fees will be billed at Riptide Promotions discretion.
Returns / Refunds
We at Riptide Promotions stand behind our products. However, as we offer customized products once an item is in production, changes, cancellations or refunds can't be made. We guarantee the product will meet your written specifications. We will not accept returned merchandise unless you receive the incorrect product which you have ordered or the product is printed incorrectly or the product is defective. You must notify Riptide Promotions in writing within seven days of receiving any defective product. After seven days we are unable to provide a credit. Blank items are non-returnable. Please call our Customer Care Department with any concerns: 866-355-5171. We do not accept unauthorized returns.
Unless otherwise noted, our drinkware items are for non-commercial use and hand washing is recommended. Unless stated, do not microwave any drinkware items. Fluid capacities are approximate and should not be used as a standard of measure. Imprints may distort on tapered products such as mugs, megaphones, cups and funnels.
Plastic scuffs and scratches may occur during shipping. Clear and dark colored plastics show this most, this is not considered to be a defect and will not be eligible for credit. Plastic products are printed with inks that must evaoporate to dry. These vapors may be trapped in the packaging or shipping carton. Once the inks are dry, any odor will dissipate.
Due to the nature of the materials and the variance in imported products, we can not guarantee exact color match within orders, or on repeat orders from lot to lot.
Prices & Availability
Do you ship to APO addresses?
In certain cases we do ship to APO/FPO U.S. Military addresses within the United States. Due to customs requirements and postal service rules regarding the shipping of APO's, it can take up to ten days to ship orders going to military addresses. Packages sent to military addresses may be delayed by military mail handling. Orders will be sent via a USPS mail service. UPS Ground, 3-Day, 2-Day and Next Day delivery are not available.
Do you ship internationally?
No, we ship only to the 50 US States.
Can I Order Blank Products?
Most all items are available blank. The pricing for printed and blank products will vary depending on the item. There is no setup charge for blank products. Blank products often ship in 1 -2 business days.
Can I order less than the Minimum Order Quantity?
In most cases no. This is for various reasons including restrictions by our suppliers. Please contact our Customer Service Representative who can assist you in finding alternative items with a lower minimum order quantity.
Where do you ship from?
We ship from various manufacturing facilities throughout the United States, including our main office in Florida.
Do we charge sales tax?
We collect sales tax for goods and services shipped within Florida and certain states as required. If you company or organization is tax exempt please provide us with your sales tax certificate so that sales tax can be deducted from your order.
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