- Q: Where are you located?
A: We are located in Lake Forest, California. You may pick up your purchased merchandise at our showroom during business hours. Our business hours are Monday through Friday 9am-6pm.
Showroom Address:
22600-A Lambert St. Suite 706
Lake Forest, CA 92630
- Q: How can I place an order?
A:
ON-LINE: You can buy any of our promotional products securely by using your Visa, Mastercard, American Express or Discover credit card. You may place your order with us on-line 24 hours a day, 7 days a week. Please note that actual shipping charges and set-up fees will not show in your order and will be added as necessary.
BY PHONE: You may place your order by calling us at 1-800-760-9004. Our representatives are available Monday-Friday from 9:00am to 6:00pm PST
BY FAX: You may place your order by printing our Fax Form, which you can download by clicking here . You will be contacted by us as soon as possible to let you know that your order is being processed.
If you have questions regarding any of our products and services before you place your order, you can call us toll-free at 1-800-760-9004 or email us 24 hours a day, 7 days a week, at sales@etcbuys.com
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- Q: How much does imptinting/personalization cost?
A:
IMPRINTING: All prices include 1-color and 1-position imprint. There is a set-up fee of $50.00. For each additional color/position add $40.00 set-up fee plus running charge of $0.45 per piece.
LASER ENGRAVING: Set-up fee is $60.00 per location, plus running charge of $2.00 per piece.
PERSONALIZATION:
Imprinting: Set-up charge is $40.00, plus running charge of $4.00 per name.
Laser Engraving: Set-up charge is $60.00, plus running charge of $3.00 per name.
4 COLOR OFFSET IMPRINTING: Tooling charge is $450.00. Minimum quantity required. Call for details.
Repeat orders set-up fee is $30.00 per color, plus runinng charge. $35.00 for laser engraving.
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- Q: How do I submit my artwork?
A: We accept clean and sharp black & white camera-ready artwork. Color separation is required if imprint has more than one color.
Electronic artwork can be accepted in PS, EPS, PDF, Adobe Ilustrator, Photoshop and Corel Draw PC-file-formats, please e-mail your digital pictures to artwork@etcbuys.com
We will match PMS color at no charge. (Pantone guide 1000)
We will only charge for artwork only if it requires touch-up, typesetting or reconstruction. A $25.00 fee will apply. EtcBuys will inform the customer before proceeding.
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- Q: What is your production time and production information?
A:
PRODUCTION TIME: Your orders will normally get processed in 10 to 15 working days after proof approval. Rush service is available, call for quote and availability.
PAPER PROOF: One fax paper proof is provided at no charge. Additional paper proofs or revisions will be charged at $8.00 per proof.
PRE-PRODUCTION SAMPLE: Set-up charge plus cost of unit plus freight. Repeat set-up of $30.00 per color/position is applied for actual order.
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- Q: Can I order less than the minimum?
A:
Less than minimum orders are offered on most of our products. Please call us for a specific product you'd like to enquire about.
We bill a $40.00 surcharge for handling of imprinted orders. The minimum order size varies on a per-product basis and can be found on each product description.
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- Q: Can I order samples and unimprinted items?
A:
A sample order (unimprinted items) is charged at the minimum quantity price plus freight. Sample orders are considered final and cannot be returned for credit. However, if within 90 days of receiving a sample, you decide to place an imprinted or engraved order of the same product, your original sample order will be credited towards the total order.
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- Q: How much does shipping cost and what are my shipping options?
A:
If you place your order on-line, actual shipping costs will not show on your statement and therefore shipping will be calculated after order is placed based on weight and volume of the order. Shipping will be adjusted as necessary.
International Shipping: We offer international shipping to most countries. International shipping rates vary according to the destination country and the weight of the item ordered. Charges will be calculated in each individual order. We cannot guarantee ship times for international shipments due to customs delays that are outside of our control.
If you prefer, we can bill your specified shipping account. Most orders are shipped F.O.B. Lake Forest, CA.
Split shipment is available for a $6.00 fee per shipment after the first location.
Most of our items will ship FOB Lake Forest. Shipping rates vary depending on weight, locations, and carrier. If you have more questions regarding shipping rates you can email us at
shipping@etcbuys.com
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- Q: What are your Return and Warranty Policies?
A:
RETURNS:All merchandise without return authorization from EtcBuys will not be accepted. Returns and claims must be made within 15 days after shipment and freight must be prepaid for all returned merchandise.
Imprinted products returned may be replaced with unimprinted units.
WARRANTY: All items in our line carry 1 year limited warranty under normal use. Batteries are excluded.
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- Q: What is your guarantee policy?
A: All of our items are 100% Satisfaction Guarantee products. Not only do we guarantee your complete and total satisfaction with the quality of our products, but we will also beat or match any competitor's price. If you find an identical article anywhere on the web sold at a cheaper price than we offer it here, we will match or beat their price.
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- Q: Can I get a discount if I purchase a large quantity of gifts?
A: Yes. Discounts on our products are offered on a per-product basis which is found on each product description. (one-time logo set-up fees are excluded).
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- Q: Do you offer packaging and gift-wrapping?
A: Most of our products are individually gift boxed and come with instructions.
Gift-wrapping is also available for most items. Fee varies depending on the size of the item and the volume purchased. Call for details.
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- Q: Can I personalize an item in a language other than English?
A:
We are able to reproduce most international characters. Personalization is free only on messages written using standard western keyboard characters. Therefore, personalization using international (non-western) characters will incurr an extra fee. The fee for this option depends on your specific request. To find out if we are able to reproduce your alphabet, please contact us at 1-800-760-9004 or email us at customerservice@etcbuys.com
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- Q: Can I use my Tax Exemption ID on an order?
A: Yes. If you'd like to use your Tax Exemption ID on a business order, please be ready to provide a copy of your tax exemption form. You can fax your Tax ID copy to us at 1-800-805-9539.
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- Q: Can I make any cancellations or changes on my order?
A: Yes. Cancellations and changes must be made by 1 p.m. PST of the same day you place your order. If your order was placed after 1 pm PST, you may cancel or make changes before 1 pm PST of the following business day. To insure that your change is received, use the
Contact Us form on the website, or call our customer service department at 1-800-760-9004.
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- Q: How will I know when my order has been shipped?
A: You will be notified when your order ships from our warehouse. When available, a tracking number will be sent to you via email.
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- Q: How do I use my coupon?
A: If you have a coupon code, have the code handy when placing your order online. Our system will ask you for the code during the ordering process. Once you go through the process of finalizing your order the system will deduct the value of your coupon from your invoice.
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- Q: What are your payment terms?
A:
EtcBuys accepts all major credit cards.
Prepayment or deposit is required from most new accounts.
Net 30 days to established accounts only.
To open an account requires credit references and is therefore subject to credit checking. This process usually takes about 3 weeks.
Wire transfers or credit cards are accepted for international accounts.
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- Q: I have questions regarding the operation of this website?
A: You can contact the
webmaster at any time.
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- Q: I still have unanswered questions. What do I do?
A: We are always looking forward to serve you and would love to hear from you. Our friendly and knowledgeable customer service representatives are ready to assist you with whatever you need. Just give us a call at 1-800-760-9004 or you can use our Contact Us form on our website.
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