Terms and Conditions
For any questions at all, please contact us!
Order Details and Ordering
- Ordering Process
Once you place your order we won’t move your order to production until you give us full approval. After placing your order you will receive an emailed confirmation along with your order tracking number. Customer service will review your order and artwork (if provided), and will send you a proof to approve before full production begins. You will be notified when your order ships and provided with a tracking number.
- Order Changes
All orders are considered confirmed at the time they are placed. Changes to a confirmed order must be made in writing and a $30 fee applies. Changes can only be made to any work not already in progress.
- Order Cancellations
All orders are considered confirmed at the time they are placed. Cancellation of a confirmed order must be made in writing. Cancellations are charged a $60 fee, plus being invoiced for all work in progress up to 100% of the original confirmed order amount.
- Order Value Minimums
Minimum order dollar values are based on the minimum quantity listed for each product. Typically, a $300 order minimum is required. Orders below $300 may be accepted on a case-by-case basis.
- Quantity Minimums
A less than minimum charge of $90 applies to any orders for less than the minimum quantity listed. Absolute minimum quantity is 50% of the catalogue minimum. Not available on all products so please confirm with customer service.
- Over/under Quantity Ordered
You may receive up to 5% over or under the quantity you ordered. This over/under accounts for any potential misprints during the production process. Production intentionally prints more than ordered so you receive as close to the quantity ordered as possible.
- Exact Quantity
Add $50 for exact order quantities to avoid 5% over or under quantity ordered.
- Insertion, Packaging and Fulfilment
Special requests for insertion, non-standard packing, or fulfilment can be accommodated for additional fees. Please contact customer service.
- Setup Charges
Setup charges may apply depending on the branding process used. Charges vary depending on the branding method and item. Setup charges are not transferrable to different items as each item requires its own setup for decoration. Setup charges may be one-time charges, may apply with each order, or may not exist at all. Repeat order may be subject to full setup or repeat setup charges. See each particular item for details.
- Pre-Production Samples
Pre-Preproduction samples may be ordered and are charged at the unit cost of the product plus running charges (where applicable) and any applicable setup charges. Freight and taxes are extra.
- Product Samples and Sizing Samples
We want you to order samples so you know exactly what you’ll be receiving. We inventory a good selection of samples in our showroom that can be borrowed – please contact us for availability. Borrowed showroom sample have a $30 sample charge and is 100% refunded upon placing your order for that item.
When samples are not available from our showroom, please order a sample online through our website. Samples are billed at the end column price plus shipping and taxes. We can order samples on your behalf incurring a $30 admin fee that is 100% refunded upon placing your order for that item. Admin fee is in addition to product and shipping costs. Samples are non-returnable.
Sizing or colour samples for clothing can be ordered online through our website. Samples are billed at the end column price plus shipping and taxes. Clothing samples can be returned. Depending on the brand samples may have a restoking fee or be returned for a 100% refund.
- Logo or Copy Change
Orders that require a change to the logo or copy are subject to an additional setup charge per colour per location for each logo or copy change. The minimum quantity required for a logo/copy change is the lowest quantity listed for that product. Please contact us for the possibility of lower quantity copy changes.
- Product Colour Changes
Product colour changes are usually available in case lot quantities. Please contact customer service for details and minimum quantities.
- Colour Matching
Products are printed using standard imprint colours available for each item. A $50 colour match fee applies to mix a custom pantone colour. Colours are matched as closely as possible to PMS C (coated) colours. Some products have limited standard imprint colours and pantone colour matching may not be possible. Key Innovations is unable to guarantee exact colour matching. Colours will change when printed on any surface colour other than white.
- Ink Change
All orders that require an ink colour change are subject to a charge of $30 per colour.
Artwork and Branding
- Branding Options
- Artwork Specifications
- Artwork Creation
$80 per hour will apply for artwork creation. Minimum of $20 for simple edits and typesetting. First revision is free and subsequent changes are $15 per occurrence.
When you provide artwork to us you are warranting that you have complete authority and permission to use and distribute that artwork.
Delivery and Shipping
- Delivery Times
Please specify your event or required delivery date at time of order. Most orders deliver to you 10-15 business days after order and artwork approval. Some items may take longer and rush orders can be accommodated. We cannot be held responsible for delays caused by circumstances beyond our control including, but not limited to, courier delays, acts of God, weather related events, and customs delays.
- Rush Orders
Rush orders can be accommodated. Please contact customer service. A $70 rush charge may apply to any orders requiring delivery faster than standard delivery times.
We work with a team of factories and your product may ship from anywhere in North America. We strive to produce and ship your order locally and in Canada whenever possible. We have excellent freight rates with our carriers which we pass along to you. Shipping will default to ground unless you have provided an alternative method. Shipping method may be updated to meet your required in-hands date.
- International Shipping
Shipping rates quoted online are for Canadian domestic shipments. We ship internationally. Contact customer service for applicable charges. Not all products may be able to ship internationally. International documentation preparation is $25.
- Shipping Carrier
We will default to ship on our preferred carrier. You may specify your courier account at time of order.
- Courier Delays, Lost Shipments, and Claims
Any delays or lost shipments must be handled by the customer directly with the courier. All claims for shipment damages are to be made by the customer with the carrier directly.
- Split Shipping
Split shipping to more than one address has a charge of $12 per addressplus shipping costs and must be in case lot quantities. For specialized distribution requests, please contact us.
- Complaints and Satisfaction
Key Innovations stands behind our work. If you are not satisfied, please contact customer service within 15 days of delivery. If we have made an error or have provided you with unsatisfactory goods or print quality we will make it right. We will either replace or discount any unsatisfactory orders.
Placing an order is a partnership with our company and both parties need to check details carefully. Therefore, no refunds or returns will be permitted for errors on the customer’s part. No refunds are given to customers for product quality when a sample of the item(s) is not ordered.
- Ensure they order the correct item(s) and confirm details on their order confirmation
- Check proofs carefully for spelling, size, and details
- Order samples to check sizes, product quality, and product specifications
- Return Policy
All returns must be first reported to a customer service representative. No returns will be accepted without a return number. All original packaging must accompany returns. All goods must be in their original condition and are subject to inspection. Returns must be made within 10 days of receiving a return number.
Pricing and Payment
- Prices and Currency
All prices are in Canadian dollars. Prices posted are subject to change at anytime due to circumstances beyond our control such as currency fluctuations.
Taxes are applicable to Canadian customers and are applied based on where your order is shipped to. International customers are not subject to Canadian taxes but may be subject to country specific restrictions, duties, or taxes.
We accept payment through cheque, e-transfer, Visa, Mastercard, PayPal and cash. Customers may apply to establish an account with payment terms by completing our credit application. Purchase Orders may be submitted for purchases on account.
- Credit Card Payments
Credit card payments will incur a 3% processing fee added to the order. This is to cover processing fees charges to us by credit card companies. This policy applies unless agreed upon prior to placing your order.
100% deposit on new accounts and accounts without established terms. Established accounts with a credit application on file, or Purchase Order submitted to and approved by Key Innovations, will have terms of net 30.
Security and Privacy
- Payment Security
Your payment information is protected by PayPal’s site security when PayPal is used for payment.
Key Innovations has a standard SSL certificate offering 256-bit encryption.