General Information 

Office Hours

Monday - Thursday 8:00 am - 5:00 pm (CDT)

Friday - 8:00 am – 3:00 pm (CDT)

FOB Point - All prices are F.O.B the factory.

Acknowledgements - Order acknowledgements are typically emailed after order entry to avoid misunderstanding and should be carefully examined with regard to all aspects of the order. All orders will be produced as acknowledged and no allowances will be made for failure to correct any discrepancies before production.

Cancellations are subject to a charge of $25.00 (C), plus actual costs incurred for artwork, screens, and materials used.

Spec Samples / Pre-production Samples - $25.00 (net) per imprint color, plus set up charge of $55.00 (G) per imprint color. If sample is approved as-is, the setup charge is waived on the production order.

Over / Under Runs - Orders are produced in case lot quantities. Due to variations in the manufacturing process, shipment may be 5% over or under the order quantity. The actual quantity produced and shipped will be billed.

Production Time - Production time typically takes between 5-7 business days from receipt of order and artwork approval. Depending on the item, some may be completed sooner or later. We will do our best to accommodate all rush orders. Orders ship no later than 5 days from proof approval.

Rush Charges - Normal production time varies by item. 

  • Art must be Vector. 
  • Proof is waived unless we identify an area that will not print. 
  • Print is only one color on one side.
  • There are no PMS color matches on 24-hour service. Ink must be a stock ink color.
  • To be considered for a 24-hour rush: 
  • Inventory must be checked first.
  • Order cutoff time is 11:00 a.m. CDT. 

Rush rates: 

  • 3 Day - $25.00 or 10%, whichever is higher
  • 2 Day - $40.00 or 25%, whichever is higher
  • 24 Hour – Must place order by 11:00 a.m. CDT - $50.00 or 50%, whichever is higher.

Same Day Shipping - $75.00 (net) or 75%, whichever is greater. Same-day shipping orders must be received before 11:00 a.m. CDT. (Contact factory for approval.)

Setup Charges - Setup charges are typically $55.00 (G) per color but some exceptions apply. Repeat setup charges are $25.00 (G). Please check individual items on the website for details.

Ink Change Charge - $25.00 (G) 

EProof – Virtual proofs will be $7.50 (G) per proof.

Less Than Minimum Charge - Please contact factory for less than minimum quantities. Charges vary by product and are typically based on one case of product. 

Copy Change Charge - $55.00 (G), same as setup charge for each product.

Pallet Charge - Charge is $10.00 (G) per pallet.

Returns - Merchandise may not be returned with factory authorization. Returns will not be accepted after 30 days.

Split Shipments are billed at $5.00 (G) per additional location.

Incorrect Shipping Information - UPS, Federal Express and other shippers bill us for address corrections. Any charges we incur as a result of incorrect addresses provided on the customer’s purchase order will be billed back to customer, even if the packages are delivered to the correct address. All fees and charges will be invoiced to the customer once we are notified, which may take as long as one month.

Shipping Information - Ground shipments are made via UPS. Less than truckload (LTL) and truckload shipments require a dock door delivery. Shipments requiring a lift gate must state that requirement on the purchase order. Customers who select to use their own carrier will hold VisionUSA/Titan Custom Products, Inc. harmless from any breakage and freight claims. Additional insurance is suggested for shipments using UPS Ground and Fed Ex Ground on Bodum® double-wall glass products.

Product Claims - All claims for damage or shortages in shipments must be made within 10 days of receipt of the shipment. Otherwise, shipment is assumed to be received without damage and complete. Neither VisionUSA / Titan Custom Products, nor Distributor assumes any liability for damage or shortages after this point. No returns are accepted without prior written consent of VisionUSA / Titan Custom Products. No product is accepted for return after being altered or otherwise used. VisionUSA / Titan Custom Products disclaims any responsibility for products after 30 days in buyer’s possession.

Freight Claims - Title of goods passes to the buyer once the goods leave VisionUSA/Titan Custom Products, Inc. All goods should be inspected for shortage and /or damage and duly noted by the consignee on the delivery receipt, if evident at time of delivery. VisionUSA/Titan Custom Products, Inc. will assist in filing claims as much as possible, but we will not be responsible for the payment of such claims.

Uneven (Broken) Case Orders - Broken cases are charged at $10.00 per broken case.

Dishwashing & Microwave Use - Hand washing is recommended for all of our products to promote the durability of the imprints. Dishwashing using commercial equipment (in restaurants, schools, etc.) is discouraged; the harsh detergents and extremely hot water will damage the decorations. Do not microwave any products containing metal, rubber or plastic; ceramics and glass items are generally safe for microwave unless they have a cork base or are otherwise noted on the product or related care information.

Terms - Net 30-day terms are subject to credit approval. We subscribe to an industry credit reporting service. Visa and MasterCard are accepted. Credit card payments are accepted only at time of shipment. All invoices not paid within the net 30-day terms extended will incur a 1 1/2% late charge per month.

Packaging - All packaging is bulk unless otherwise noted. Gift boxes are available on some products.

Handling Charge – We will not charge for handling, with two exceptions:

  • Bodum® double-wall glass products - All shipments for the glass will incur a $5.00 (G) per 24 pieces handling charge. 
  • Ceramic mugs are charged $6.00 (G) per box of 36 mugs.