How long will it take to print my order?
Our normal production time on in stock items with a one-color imprint is 3 weeks. Multi color imprints and special ware may take longer. Rush services may be available, please contact customer service for details. The delivery date on your order confirmation is an estimate only, and not a guarantee unless requested at time of order. Please notify us immediately if you are ordering for an event or otherwise require a guaranteed delivery date. In some cases, a rush fee and/or expedited shipping charges may apply.
Are the drinkware capacities listed exact?
Capacities noted are approximate and may vary. They should not be used as a standard of measure.
Will I receive the exact quantity I ordered?
Per industry standard, we have an over/under policy of 5%. You will only be billed for what is shipped. Please let us know if you require an exact quantity, and an additional fee of 5% based on ware cost will apply.
Can I arrange my own shipping?
Yes! Our pickup hours are Mon through Fri. from 8:30AM until 3:00PM. You MUST either fax a bill of lading to 804.462.9951 or the freight carrier must present one to our shipping department on arrival. Orders will not be released without a bill of lading. ARTon Products is not liable for any freight claims or damages that may occur in transit. Once the shipment has left our dock, we assume no further responsibility for the shipment. Any freight issues should be addressed directly with the carrier.
What is a screen charge?
A screen charge includes the total cost to prepare your order and artwork to go to press. Screen charges apply on new artwork or if it has been more than 2 years since your last order. Digital art files are kept for a two year period.
Can I see a glass with my artwork on it before you produce my order?
Our art department will email you a virtual art proof with your logo on the glass. Please review your proof carefully before approving; we cannot move your order to production without your artwork approval. Exact samples of your printed ware can be produced for an additional fee.
What are extra color charges?
We can print up to 5 colors on most items. Our pricing includes a non-metallic one-color imprint. Additional colors will incur additional charges. This is separate from a screen charge. For pricing on additional colors, precious metals (gold, copper, palladium), or engraving please consult with one of our Customer Service representatives for details.
What ink colors do you offer?
Our standard color chart can be viewed here. Custom colors can be mixed for an additional fee of $50.
Are all of your products listed on your website?
New products are coming out all the time! If you don’t see what you are looking for, please contact us.
Do I need to submit my artwork in a certain format?
ARTon Products’ preferred format is vector art. However, we do accept other formats. We ask that all JPG, GIF or TIF files be 300 dpi at the actual size. Additional art fees may apply if our art department has to rework or recreate the artwork.
When is my payment due?
Your payment is due after we have received your approvals of your art proof and sales order and before we move your order to production. We accept all major credit cards, checks, and ACH payments.
Does a sales tax apply?
Sales tax applies only for orders shipping to customers in Virginia. Virginia customers who fax or email us a copy of their tax-exempt id will not pay sales tax.
Are your products dishwasher safe?
In general, hand wash is recommended to extend the life of your decorated product. Several factors can affect dishwasher durability, including but not limited to: water hardness, water treatments, water type, pH, dishwasher detergent, and/or type of dishwasher (residential or commercial). Therefore, while many of our products would be considered dishwasher safe, many factors could negatively affect your results, which precludes our certification to any specific number of cycles and/or temperatures.
Will all ink colors print well on amber or cobalt glass?
Certain ink colors will not offer good contrast when printed on amber or cobalt glass, such as satin etch, black, and various shades in blue and brown.
Will my artwork look the same on all products?
Colors may print differently on clear glassware than on other colors and materials. We cannot guarantee an exact match.
What if my order arrives with broken items?
Please inspect your shipment on arrival. If you discover damage, please bring it to the attention of the driver immediately and be sure to note the damage when signing the delivery receipt. DO NOT REFUSE DELIVERY. Contact Customer Service regarding the damage. We will file a claim with the freight company on your behalf. If there is extensive damage and you need replacements our Customer Service will work with you on a replacement order. Claims for damages must be made within 30 days of delivery.
Why is my freight cost estimated?
Freight costs may change based on variables not available to us at time of quoting. Some destinations may require additional charges due to remote locations, lift gate requirements, inside delivery and/or appointment requests.
What is Inside Delivery?
When a delivery must move more than 10 feet from the truck or when freight is delivered to a residential address, inside delivery may be assessed for moving the pallet to the driveway, porch or garage. An additional fee may apply.
What is a Lift Gate, and do I need one?
When the receiving address does not have a loading dock and/or a forklift, manual loading and unloading is necessary. If your address is a residential address or does not have a loading dock and/or fork lift, you will require a lift gate. An additional fee may apply.
What does Limited Access mean?
Limited access is generally defined as not open to the walk-in public during normal business hours, not having personnel readily available, or when the location will require use of a smaller truck due to limited space. Examples include schools, rural locations, churches, government facilities, farms, and individual (mini) storage facilities.
Can I set an appointment or be notified prior to delivery?
Yes, though an additional fee may apply. This may delay your delivery by one or more business day(s).
What if I need to cancel my order?
We understand that plans change. There is no charge to cancel your order prior to approval. If you have already approved your order, there is a $40 cancellation fee.