FAQs
ORDERS
How are orders processed?
Once you submit your order and pay for it via your Shopify PLUS email invoice, you’ll receive an e-mail confirmation with your order number and details. At that point, a C&T account manager will take charge of your order, and will oversee the success of your project. They will verify the order details, confirm product availability, artwork size/format, and any additional shipping information.
After initial details are confirmed, the account manager will provide you with a digital proof showing how your logo will be applied to your product(s), including decoration options (e.g. laser etching, screen print, embroidery, etc.). Once you approve the proof the account manager will submit the order for production. They will then bird dog the process to ensure everything goes smoothly and the order is shipped out to you on time and as it appears in the proof.
Can I approve a proof before my order goes into production?
Yes, with decorated orders, the customer must approve each and every order with their account manager and approve their artwork proof before we submit it to production. This way we ensure you get what you want and there aren’t any misunderstandings. On undecorated orders, we still confirm the other order details with you to ensure we’re on the same page.
Can I order samples, decorated or undecorated?
C&T provides samples of almost all the products we carry. You pay for the product and shipping. If you keep the product, fine, you've paid for it and it's yours anyway. If you return it, we will refund the product cost.
You can also order decorated samples (AKA pre-production samples) with your logo. They are more costly as all the work to create the logo decoration still has to be completed, but only spread across an order of a single item. The good news is that if you do choose to submit a full order, you won't be double charged on the logo decoration setup fees you paid on the pre-production sample. Decorated pre-production samples cannot be returned or refunded.
PAYMENTS
When do I pay for my order?
All orders must be paid for in full upon order submission, and before the order goes into production. This can be done via a credit card on our Shopify PLUS eCommerce website, or by sending us a company check or issuing a wire transfer.
What forms of payments do you accept?
On our eCommerce website, we accept all major forms of credit cards. We also accept check or wire transfer (for large orders above USD$10,000.00).
How can I pay for my order if it exceeds the credit card limit?
In this case, you are welcome to pay with a check or wire transfer.
When do you charge my credit card?
Your credit card is charged when the order is submitted by you on our Shopify PLUS website.
Is my credit card information safe if I place an online order?
C&T utilizes state of the art SSL security on its Shopify PLUS eCommerce system. Both SSL and Shopify are industry standard eCommerce systems that safely transact billions of dollars per year.
LOGOS
What do the terms “decoration” and “artwork” mean?
Decoration is the industry’s term for applying a logo to your product(s). Artwork is the logo that you upload, whether it be in AI, EPS or PDF format. While C&T serves corporate America customers that generally want their product(s) decorated with a logo, there isn’t a requirement to decorate all of our products. Ask your account manager what products can be sold without a logo decoration.
What type of logo file formats are best suited for decoration?
For best results, we request high-resolution logo files in Adobe Illustrator (.ai), EPS (.eps), or PDF (.pdf) format. To be high resolution, they should be at least 1Mbyte in size (but not more than 10Mbytes).
How do I find out more information about the decoration of products?
On every product page on the C&T website, we have a “Decoration” tab which provides a write-up and examples of the various types of decoration techniques we provide.
