Policies, Procedures + Terms & Conditions

  1.  Must Read
  2. Artwork
  3. Garments, Blanks, Tshirts & Pieces
  4. Printing
  5. Packing, Shipping & Receiving
  6. Misc.

1.Must Read

Turnaround Time

Standard turnaround is 5-10 business days from the time we have an approved Quote full payment and we have all information required to complete your order
(all artwork, working / correct tags, all fonts required for editable tags, all shipping info, etc.)

Delay in receipt of *any* of this info can/will result in production delays. Delay in approval of
mock ups can/will also result in production delays. Some printing styles and add-on services
will add to the standard turnaround time. If you have a deadline for your order, it is very important that you let us know when placing your order and a RUSH FEE may apply to orders needing quicker turnaround. Against the Grain will not be responsible for missing deadlines because of weather conditions, power supply interruptions, supplier shortages and errors, shipping errors or acts of God. If we expect or foresee any problems coming, we’ll b e sure to let you know and work with you to rectify it.
*5-10 business days does not include shipping time.

Payment

All orders must be paid in full upfront to be considered a submitted order.
Only on exceptional occasions may we possibly accept a 50% deposit where goods will NOT be issued until balance has be paid.

Rush Orders

There is an addition fee for rush orders, depending on how soon it is need, send us a message and we will let you know if it is do able and the additional cost.

Rush Orders are subject to the same Under/Over Run Allowance as standard orders.
Rush time frames are based on our current production schedule and do not include shipping time. Against the Grain will not be held responsible for shipping issues once your order has left our facility.

2: Artwork

All artwork created by Against the Grain is the sole property of Against the Grain.
If you hire us to create artwork for you, you are strictly paying for the labor and thought process to produce the artwork. You are not paying for the ownership and rights of the artwork.
Rights to the artwork can be purchased in addition to the creation fees.

Any artwork you submit to us for printing, that is not being created by Against the Grain, is owned by you or its rightful owner, not Against the Grain. We will not reproduce your artwork, trademarked or not, without you or the rightful owner’s consent.

Art Preparation

All files must be 300 DPI or vector format. Design should be sized to the size it should be printed. Text must be converted to outlines. Printing can only be as good as the artwork. Against the Grain will not be responsible for poor quality printing due to poor artwork.
Enquire with us for the best file prep if you need help.

Against the Grain is not responsible for any misspellings, errors, or issues in your art file.
We do our best to catch these errors and point them out to you, but we do not catch them all. If it is in your art file and on your approval, that is how we will print it.

Any art preparation done is the property of Against the Grain. For example, if you supply artwork
for your order on your 6 color simulated process print, you do not own the separated art file.
That separated file is the property of Against the Grain, although the artwork itself, is still your property.

Art Approval

All artwork is to be approved via a digital mock-up through email. Artwork must be checked for spelling, colour, sizes ordered, placement of the art and accuracy of artwork by the customer.
It is very important to look over every detail of the mockup, as this is how your garments will print.

Artwork Creation & Ownership

Against the Grain will not accept responsibility for corrections not implemented and/or requested after artwork approval. Any modifications requested after customer approval will result in production delays and additional expenses for which the client will be invoiced accordingly.

Any delays in the approval process longer than 24 hours after receipt of the mockup can/will result in production delays.

3: Garments, Blanks, Tshirts & Pieces

Out of Stock Items

Against the Grain will not be responsible for items that are out of stock from our suppliers.
All purchasing of product is done on an order-by-order basis. While we check items we know to have potential stock issues, all garments are ordered after your order is placed, and we cannot guarantee their availability. Should items become out of stock, we will do our best to find a replacement and
get it approved by you prior to using it for your order.

Manufacturer Defects

Against the Grain is not responsible for manufacturer defects such as garment colour inconsistencies, mislabeled sizes, loose stitching, label inconsistencies, or other garment defects. We do our best to inspect the garments as they are printed, but we cannot guarantee each garment. We highly recommend ordering 5% extra of each size to avoid the possibility of the aforementioned issues.

Garment Satisfaction Clause

Against the Grain will not be responsible for you not liking the garment printed on or the printed artwork. We do our very best to make sure you have selected a garment that you will expect and matches your needs, but we also expect you to do some research on your own. If size specs are not listed on our site, we recommend you confirm and verify them on the manufacturers’ site to ensure the garment is going to fit as you intend. If there’s any doubt about whether you’ll like the selected garment, we recommend ordering a blank sample first. Please keep in mind that ordering blank samples will push back the turnaround time. Blank samples are available for purchase, but are not refundable or transferrable towards a full production run.

4: Printing

Minimums

We have a minimum of 10 garments to start an order. However it is possible for us to carry out an order that is less than 10 but it will incur a much higher fee. It takes us the same amount of time to setup and prepare ONE tshirt as it does to setup for a run of 1000 tshirts, this is the reason why low numbers is more expensive. Sometimes, it’s cost effective to use VINYL transfer instead of screenprint for your low run order. We will advise you of this if it is the best option.

Image Sizes

All shirt sizes in an order will be printed with the same image size unless otherwise requested. Different image sizes being printed on different shirt sizes will be treated as a new order and priced as such. An image size printed within 3cm of any seam is subject to distortion, print imperfections, and/or other small inconsistencies. These are all considered acceptable goods.
We will not assume responsibility for print imperfections due to printing too closely to seams.

Seam, Collar and Zipper Printing

We do our very best to produce the best looking prints any time we pull a squeegee. However, printing on or over any seams, collars, pockets, zippers or otherwise is subject to distortion, print imperfections, and/or other small inconsistencies. These are all considered acceptable goods and will not be considered misprints.

Care Instructions

In order to ensure image longevity and vibrancy, we recommend machine wash cold & inside out line dry for all our prints. Tumble dry low if you have to.

Image Placement

We will do everything we can to ensure images are printed in a consistent location on all garments within a run. However, small variations should be expected as we are only human. For example, if a request is made for an image to be printed 6cm below the bottom of a collar, a 2cm standard deviation in either direction will be considered acceptable. If a request is made for images to be printed near the tag area on the back of the shirt and directly over the tag, it could have small ink coverage inconsistencies and will be considered acceptable.

Ink Colour & Pantone Matching

Our standard ink colour list has approximate Pantone values listed with most colours. This value may or may not be used in the mockup provided. We cannot guarantee ink colours based on visual mockups alone. We recommend checking the colours given against a Pantone book. Computer monitors can vary significantly from one computer to the next. Please check a Pantone book for colour accuracy. Pantone books can be purchased from Ebay, Trademe or art stores.

Ink Colour Change

We currently don’t have a charge for this.

 

5: Packaging, Shipping & Receiving

In-Hands Date

If you have a specific deadline (in-hands date) for your order that is sooner than what our standard turnaround time would deliver, please notify us immediately. Orders needed sooner than our standard turnaround time for your order may incur a rush fee.

Shipping

Against the Grain are more than happy to organize a courier service to deliver your order. We are also fine with you supplying a courier to pick up your order. Against the Grain will not be responsible for shipping transit complications for any reason such as errors, weather, strikes, or otherwise. Shipping time is not included in our turnaround times. Shipping expenses are the sole responsibility of the client and will be added to your invoice unless otherwise agreed upon prior to your order.

Shipping costs are not normally included on quotes. Against the Grain assumes no responsibility for goods once they have left our facility. We will not be responsible for shipping to a wrong address if it was listed on your quote and you failed to correct the address upon quote approval.

Split Shipping

We are happy to split ship your order. Shipments will be billed at current rates. Please send an itemized list detailing what quantities should be shipped to what address when placing your order. Split shipping changes after the order is submitted may result in additional charges.

Packaging

All orders will be bulk packaged.

Checking Your Order / Quality Assurance

We try to check every garment as it comes off of the press, but there are times where some mistakes will make it out the door. It is your responsibility as the customer to check over garments as you receive them. We allow an industry standard 72 hour window from the time you receive the goods to notify us of any issues with the order. Against the Grain will not be responsible for errors with your order if notified after 72 hours of receiving the goods. Against the Grain also will not be responsible for any lost income, customers, accounts, and/or contracts if defective garments are sent out to your final customer. While Against the Grain does quality checks on the garments, the final quality assurance check lies in the hands of you, our customer.

Claims & Reprints

We go to great lengths to try to ensure that every order that leaves our facility is correct.
All of our customers are valued customers, regardless of size, and we want you all to know that. Any order printed differently than the mock-up approved will be granted a reprint of the defective product.

All claims must be submitted within 72 hours of date of delivery. If Against the Grain is
responsible for any errors in your order, we will gladly accept responsibility for the issues and will reprint the shirts printed in error. We do not offer refunds, but will gladly reprint any production errors that exceed the spoilage rate. We will require that you ship the misprinted shirts back to us at Against the Grain. Against the Grain will not be responsible for any shirts sold or given away prior to returning the order.

6: Miscellaneous

Removing Manufacturer Tags/Labels

If you are having us print custom tags in your shirts, please be aware that the stock tags will be removed. By default, this service fee and turnaround time will be added to your order
(see below for tear-away tag policy).
Please be sure to inform us if you want the stock tags left in the garments along with the new custom printed tag. Alternatively our supplier AS Colour has a label removing service that we use and will be priced accordingly. We are not responsible for AS Colours quality but we will be happy to sort things out with them on your behalf should need be.

Removing Tear-away Tags/Labels

If your shirts come with tear-away tags, we will tear those out free of charge. Please be aware that tear-away tags may leave small pieces of the tag in the shirt seam. Unless you have paid for tag removal service, we are not responsible for removing all pieces of the tag, should some remain in the seam. If you want them unsewn for removal, thus eliminating the chance of the tear-away remnants, standard manufacturer tag removal fees and turnaround time will apply.

Blank Apparel Orders

If you wish to order blank apparel through us you must do so as part of a full production order. Or we can supply blanks but at a retail cost.

Social Sharing

We enjoy showing off your product and our craft to the world. It’s a great way to showcase our skills and send some of our followers and fans your way as well. We do this by taking photos and posting them online via social platforms, such as, but not limited to, Instagram, Facebook. Please be sure to notify your us when placing your order if you are not comfortable with us photographing and sharing your shirt socially. If you do not notify us, we will assume that we have your full permission to post photos of your shirt(s) online.

Quotes & Estimates

Quotes, or estimates, are good for 30 days unless stated otherwise. This term is subject to seeing final artwork to confirm any quotes. Final invoices will reflect the quantity shipped, not the quantity quoted (see Invoiced Quantity).

Guarantee

We fully stand behind our work. If for any reason we make a mistake printing your order and it is not what was agreed upon and falls outside of these Print Policies & Guidelines, we will gladly reprint your order within a timely manner. We do not offer refunds.

Cancellation

Orders that are cancelled prior to printing will be subject to a Cancellation Fee based on what stage the order is currently at. If you have approved and we have ordered your garments then no cancellation fee is added however you will have to pay the to and from shipping costs.
If we have separated your artwork then a $60 fee is charged.

If we have made your screens then the full screen/setup cost will be charged.

Terms & Conditions

Policies & Procedures may also be referred to as Terms & Conditions and vice-versa.
Against the Grain reserves the right to change its Terms & Conditions at any time without notice.

Holidays

Against the Grain will observe the following holidays for the year.
These days will not count as production days towards turnaround times

Questions

If you have any questions regarding our Print Policies, guidelines & procedures, please contact us before placing your order. Our goal is to set clear expectations to ensure our working relationship is pleasurable for all parties involved.

‘The Platform’ T’s & C’ s:

OVERVIEW
This website is operated by Against the Grain. Throughout the site, the terms “we”, “us” and “our” refer to Against the Grain. Against the Grain offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

SECTION 1 – ONLINE STORE TERMS
By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).
You must not transmit any worms or viruses or any code of a destructive nature.
A breach or violation of any of the Terms will result in an immediate termination of your Services.

SECTION 2 – GENERAL CONDITIONS
We reserve the right to refuse service to anyone for any reason at any time.
You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.
You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.
The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

SECTION 3 – ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION
We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.
This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

SECTION 4 – MODIFICATIONS TO THE SERVICE AND PRICES
Prices for our products are subject to change without notice.
We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.
We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

SECTION 5 – PRODUCTS OR SERVICES (if applicable)
Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.
We have made every effort to display as accurately as possible the colours and images of our products that appear at the store. We cannot guarantee that your computer monitor’s display of any colour will be accurate.
We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at any time without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.
We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

SECTION 6 – ACCURACY OF BILLING AND ACCOUNT INFORMATION
We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e‑mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

For more detail, please review our Returns Policy.

SECTION 7 – OPTIONAL TOOLS
We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.
You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.
Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).
We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.

SECTION 8 – THIRD-PARTY LINKS
Certain content, products and services available via our Service may include materials from third-parties.
Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.
We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party’s policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

SECTION 9 – USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS
If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, ‘comments’), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.
We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libellous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.
You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libellous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e‑mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

SECTION 10 – PERSONAL INFORMATION
Your submission of personal information through the store is governed by our Privacy Policy. To view our Privacy Policy.

SECTION 11 – ERRORS, INACCURACIES AND OMISSIONS
Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

SECTION 12 – PROHIBITED USES
In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

SECTION 13 – DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY
We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.
We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.
You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.
You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided ‘as is’ and ‘as available’ for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.
In no case shall Against the Grain, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.

SECTION 14 – INDEMNIFICATION
You agree to indemnify, defend and hold harmless Against the Grain and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

SECTION 15 – SEVERABILITY
In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

SECTION 16 – TERMINATION
The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.
These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.
If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).

SECTION 17 – ENTIRE AGREEMENT
The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.
These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).
Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

SECTION 18 – GOVERNING LAW
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of New Zealand.

SECTION 19 – CHANGES TO TERMS OF SERVICE
You can review the most current version of the Terms of Service at any time at this page.
We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

SECTION 20 – CONTACT INFORMATION
Questions about the Terms of Service should be sent to us at info@agtscreen.co.nz