ORDERING
SERVICES
How do I place an order?
Most services can be ordered through
our online store, but you can also send us an e-mail if you can't
find what you need or have a more specific question
When will my services
be ready?
Each
service varies between 48 hours and 1 week, as indicated by the
description of each item in the price list.
Please note that time frames only take into account how long it
takes from order confirmation to completion
This time frame DOES NOT
INCLUDE shipping
time when ordering printouts of patterns or graphic services
PAYMENT
What are your payment terms?
We offer 4 payment term
options:
Pro-forma
(Via Paypal) for ALL
COMPANIES trading for less than 3 years or for accounts with less
than 20 previous transactions trading for at least 3
years
50% retainer 50% due
on day of completion for accounts with a history of at least
20 previous transactions and trading for at least 3
years
25% retainer and
balance due in 5 business days net for select accounts with a history of
at least 30 previous transactions (subject to credit
approval)
0% retainer with FULL
PAYMENT due on
invoice 10 business days from shipping date or project completion
for Limited Companies trading for at least 5 years (subject to
credit approval)
Why do you ask for a retainer?
Unfortunately we now ask for a retainer
payment because without it we had a lot of problems with members of
staff who were not authorised to hire our services on behalf of
their employer.
The were also a few cases where confirmed bookings for on-site
services would be "forgotten about" and the staff we were supposed
to work with were unavailable on the day.
A retainer is the only tangible commitment we have from a company
interested in hiring our services
We have been trading for less than 3 years and our company's policy
is to pay after the work is completed
A retainer is the only way we have to "recover" some of the
expenses involved with completing projects, should a new company
face financial difficulties.
We have been obligated to strictly enforce our payment term policy
with companies that have been in business for less than 3 years
in
order to keep our pricing flexible
Our company is not
set up to pay via Paypal
We also accept business cheques, but
prefer Paypal because the transaction is completed almost
instantly
Please note that services where the balance has been paid with a
cheque WILL NOT BE DELIVERED
or SHIPPED UNTIL FUNDS HAVE CLEARED
Do you offer
discounts?
We
do offer VOLUME DISCOUNTS on all services (excluding shipping and
handling charges)
SERVICE DISCOUNT
RATES
Order of 10-20= 10% discount
Order of 21-40= 15% discount
Order of 41+= 20% discount
Please note that
discounts apply to each ORDER and are not accumulative!
SHIPPING
Can I use my own
currier account (FedEx, UPS, etc to ship my
items?
Of
course you can!.. As long as we are provided with your account
details
When will my items
arrive?
Each
service varies between 48 hours and 1 week, as indicated by the
description of each item in the price list.
Please note that time frames only take into account how long it
takes from order confirmation to completion
This time frame DOES NOT
INCLUDE shipping
time when ordering printouts of patterns or graphic services
We simply don't have control of the shipping while it is in transit
so, so giving you a date is futile
RETURNS
and REFUNDS
What is your policy on returns (patterns, illustration, story
boards)?
In the unlikely event that the client wants to return the items
because we proceeded to finish the work without obtaining final
approval, we will offer a full refund
That said, our system makes it virtually impossible to proceed
without the necessary approvals from the client
How long will it take
to get a refund?
That varies according to how you
paid
Paypal
Please refer to their
chargeback policy, as it varies according to the credit card
company
Cheque
We will send a Refund
cheque via 1st class mail within 3 days of receiving written
cancellation of services and send it via 1st class mail
OTHER
We have an ongoing project that will require several services, can
we set-up a meeting?
Absolutely!... In fact, we wouldn't
even consider getting involved in such a project without reviewing
all the details face to face first.
Please feel free to e-mail or call to arrange for a visit (Los
Angeles or London only) or to schedule a web conference via AIM
(Web cam and microphone needed)
Our company uses PCs
and we don't have Macs.... Will the files
work?
Yes they
will!
The formats used (DXF, JPG, PDF, IL, PS, TIFF ,PAD, HTML, Excel,
Word) are cross-platform, which means that Macs or PCs alike can
read and open them.
Please keep in mind that you need to have the appropriate software
already installed in order to work with any of these
formats.