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General Terms and Conditions

Please read before sending your order - We recommend you print a copy for your records.?

Our terms and conditions are provided for your protection in accordance with the Consumer Protection Laws of the Commonwealth of Massachusetts and requirements by the Better Business Bureau of Central New England. 

We do not ship our products outside the United States of America.

Effective since May 15, 2004, we will no longer ship to an APO or military address.

We will not accept artwork or advertising copy deemed offensive. Including words that are lewd or obscene, graphics that are pornographic, slogans that are ethnically, religiously, racially or sexually offensive will not be accepted. We cannot accept orders promoting adult entertainment , pornography or child pornography.

Due to restrictions by our liability insurance carrier, we cannot accept orders that promote or advertise alcohol use in the imprinted ad copy, we cannot accept orders that promote or advertise, binge drinking, alcohol recipes or events that promote alcohol use.

We sell products for some of America's finest manufacturers of imprinted promotional products. Ensuring you'll get the best product quality each and every time you place an order. Our network of manufacturers and suppliers provide high quality advertising & promotional products printed in the U.S.A. 

Artwork & Advertising Copy - We prefer to have electronic artwork in a high resolution vector format as an adobe illustrator, corel draw or encapsulated postscript file. We have the ability to convert most high resolution one color bmp, jpegs or tiff files (300 dpi or greater). We cannot convert multi color bmp, gif, jpeg, or tiff images. Artwork should be sharp black and white camera ready or vector artwork. Artwork containing screens, gradations, gray tones, tints or colors will not be acceptable. We cannot accept fax copies, photocopies, newspaper clippings or artwork produced on a inkjet or dot matrix printer. Pencils drawings or line artwork may lose some detail when the image is scanned.  Your camera ready artwork should be printed from a laser printer with an output of 600 dpi (dots per inch) or higher. We reserve the right to reject artwork that is not suitable for reproducing a quality finished product.

Blank and Unimprinted Products - Most promotional products are available without an imprint. See the product webpage or call us for pricing. Blank products cannot be returned, no refund and all sales are final - No Exceptions once your order leaves our shipping department the blank order cannot be canceled, refunded or returned.

Between Quantity Pricing & Ordering - You may order between quantity on most products. You must use the quantity price before. Example if you want to order 125 pieces you would use the 100 piece price. On products under one dollar you must order in between quantity multiples of 50 pieces and on products over one dollar the quantity in between must be 25 pieces. Some products such as magnets, pens, pencils and tokens cannot be ordered in between quantities.

Business Hours - Our office hours are: Monday through Thursday, 9 AM to 4:00 PM EST.  We are closed all major holidays.

CALIFORNIA PROPOSITION 65
Also known as the Safe Drinking Water and Toxic Enforcement Act of 1986, California Proposition 65 is a law that requires warning to consumers if a product exposes consumers to a wide variety of chemicals including lead and cadmium. Prop 65 does not ban any product; it simply requires warnings. Prop 65 applies only in California, and covers all products distributed in the state. Please note our suppliers complies with all Federal Regulations concerning chemical contents. The State of California requires significantly stricter standards be met.

CALIFORNIA PROPOSITION 65 ("Prop 65") COMPLIANCE
The State of California requires that no person in the course of doing business shall knowingly and intentionally expose any individual to a chemical known to the State of California to cause cancer or reproductive toxicity without first giving a clear and reasonable warning. Accordingly, if Buyer  fail to provide us advance written notice that any promotional product will be sold or shipped to the State of California, Buyer hereby indemnifies and agrees to defend and hold harmless Creative Services of New England, its agents, suppliers, employees, representatives and affiliated companies, from and against any and all Proposition 65, personal injury and property damage claims, and from all other costs, liabilities, damages and expenses (including, without limitation, attorneys fees and litigation expenses on account thereof or in connection with any investigation or preparation related thereto or the enforcement of this provision) relating to, resulting from, connected with or arising out of goods or products provided to buyer by Creative Services of New England or its suppliers, to the maximum extent permitted by law.

Any order placed with or received from Creative Services of New England or its suppliers, including but not limited to orders placed via catalog, online, phone or mail, shall be deemed effective acceptance of these terms.

CALIFORNIA PROPOSITION 65 WARNING LABEL READS:
This product contains chemicals known to the State of California to cause cancer and/or birth defects or other reproductive harm.

CALIFORNIA PROP 65 SURCHARGE:
To ensure compliance with Proposition 65, products entering the State of California must include a warning label, applied to each item. A special label charge may apply, that charge will vary with the amount of products ordered and will be added to your invoice.

Cancellations - Orders in production will be subject to charges incurred if you cancel your order. If you cancel your order, expect to be charged for the proof design, set-up charge and any production time incurred. Cancellation must be in writing, we will not accept a verbal cancellation.

Color Variations on Products - Due to the nature of pigments, dyes, inks, raw materials, variations can occur in the finished products from order to order and batch to batch, even after you order a sample. We cannot guarantee exact material color match with paper, plastics or vinyl as dyes and mixture of materials can change during the manufacturing process. Color variations can happen even within the same order. Color variations are normal and considered acceptable.

Copyrights & Trademarks - You are considered the sole owner of any artwork provided with a copyright or trademark  and you assume all responsibility and liability for any legal action resulting from the infringement. We have the right to request written proof of the ownership and permission to use artwork with a copyright or trademark.

Country of Origin - We have many promotional product that are made in the United States of America. USA made products have a "Made in the USA" logo on the webpage.  Many of the promotional products shown on the website are imported from China, Hong Kong, Taiwan and other foreign countries. These products are labeled with their country of origin as a requirement of the Federal Trade Commission. We cannot remove the label in advance. All products displayed on the website are imprinted in the United States of America. If the "Made in the USA" logo is not displayed on the webpage, assume that the product is imported.

Credit Card, Debit Card & Payment Terms - See our payment policy
We accept these major credit cards and debit cards: American Express, Discover, MasterCard & Visa.
All credit card and debit card transactions are completed before an order is placed into production. All major credit card companies and debit card providers require us to have the following information from you; your credit card or debit card number, your expiration date, security code, the zip code and address where your credit statement is received. Your credit card company or debit card provider may not approved your charge without this information and will delay your order. Incorrect, errors or non approval of your credit card number will delay the order.  We require an authorized written signature for electronic credit card billing.

Credit Card & Debit Card Adjustments - Our accounting department does a monthly audit of all orders received.  If we make an error in billing your credit card, ATM card or debit card we will make an immediate adjustment and notify you in writing after the adjustment is made. We will only make adjustments to the card number that is on file. If a credit or refund to due to you or if the amount is due to us that amount will appear on your next card statement. All credit adjustments are made electronically. If payment is due to us and we cannot get the balance owed on the original card number we will call you for an alternate credit card or debit card number. Any uncollected payment will be subjected to legal action and will be reported to the major credit reporting agencies.

Delivery Date & Event Date - If your order form does not have a written need or event date, your order will be processed under our normal factory production time listed with each product. Factory production time begins after you have approved an emailed design proof and we have received your payment. Additional time is required for shipping. If your paying by check, Massachusetts banks hold an out of state check for 3 to 5 business days, your order will not be processed until the payment is released to us. Orders paid by credit card are processed immediately.

Delivery Services - UPS, FedEX  and other freight companies used to deliver your order are independent companies. Creative Services of New England and our suppliers have no control over their delivery schedules. They set the delivery schedules, we cannot be held liable for unforeseen delays, weather conditions, closure of airports, lost or damaged packages. All packages are insured, damage must be reported to us within three business days of receipt of your order. If a package arrives damaged keep the original carton(s) for inspection. We cannot change the delivery method, level of service or address information once the order has left our factory. Delivery companies may require a signature upon delivery, if the delivery attempt was unsuccessful the delivery service may delay or request you pick up your order at a location described by the delivery service. Creative Services of New England will not be liable for delays by the delivery service. You should plan on 4 to 5 working days for transportation time. Only air service is guaranteed, if a air shipment does not arrive on time only the air shipping charge will be deducted from your invoice. You will be charged for a standard ground shipping rate based on the weight of the package(s).

Also see, Lost & Damaged Products

Disclaimer - Advertisers shown on our website do not constitute an endorsement. We reserve the right to use your product in any future catalogs, or media, unless otherwise instructed in writing at the time you place your order.

Displayed Items - Other items displayed with website products such as lottery tickets, popcorn, food, flowers etc. are for display purposes only and are not part of the ordered product.

Electronic Transfer of Information - You assume all responsibility for the clarity of emailed information.

E-Mailed Orders - You assume all responsibility for emailed orders. We highly recommend sending your emailed credit card information in separate emails. You should follow up with a telephone call to our office to ensure we have received your order via email.

Errors, Incorrect Spelling & Omissions - If any type of spelling error or omissions occurs with your order it must be reported to us within seven business days after the receipt of your order. If the error or omission was made after you approved a paper proof we will not be liable and no credit, no refund and no replacement will be issued. If the error or omission was made to the imprint by Creative Services of New England or it's manufacturer, after you approved the paper proof, we will issue a credit, refund or replacement of the order. We will issue a prepaid pick up of the order, we will not issue a credit, refund or replacement until the order with the error or omission is received and inspected. We have no control over when the package(s) will be picked up by UPS, FedEX or any delivery company hired to handle the shipment. UPS, FedEX and any other delivery company are independent companies hired by Creative Services of New England and its' suppliers. All products must returned in their original cartons with the same quantity shipped. If the spelling error or omission was not from Creative Services of New England or its suppliers(s) will not refund the shipping charge(s).

Incorrect Address or Zip Code - If you provide us with an incorrect shipping address or zip code, UPS and the delivery service companies charge us for redirecting your package(s), we are surcharged by the delivery carriers, we will charge you for the delivery surcharge. If you provide us with an incorrect street number, incorrect street spelling, street name or incorrect zip code, there will an additional charge to re-send your shipment, you will be charged for this correction. We have the right to bill the credit card number on file for the additional charge. We assume no financial liability for delays resulting from incorrect shipping information.

Imprint  & Ink Colors - Unless otherwise noted on the webpage, the following ink colors are available: Black, brown, reflex blue, emerald green, forest green, maroon, orange, purple, red, teal, white or yellow. Metallic or neon colors may be available on some products - call us to quote. We highly recommend imprinting a light ink color on dark colored products and dark ink colors on light colored products.

Imprinting Methods - Our factories use various imprinting methods to imprint products. Including hot stamping, heat transfer, pad printing and silk screening. None of these printing method are absolutely permanent, exposure to sunlight, excessive rubbing, abrasion, harsh chemicals, dishwasher cleaning and lotions applied to hands will reduce the durability of the imprint.

Ink Coverage - We cannot always maintain solid ink coverage on some soft or foam promotional products, especially can insulators, floating key tags and folding can insulators. On other promotional products, ink coverage may vary when a light color ink is used on a dark background material as most ink colors have some transparency.

Late Payments - Any payments and invoices past due are subject to legal action in accordance with the General Laws of the Commonwealth of Massachusetts. Any overdue payments will be subjected to 1-1/2% monthly interest fee, late fee, legal and collections fee as permitted under Massachusetts law.

Logos and Graphics - We will typeset up to five lines of lettering of ad copy using our standard typefaces at no charge. If you have more than five lines of text we recommend you have your ad copy typeset by a professional graphic designer or typesetter.  We prefer true eps, vector, adobe illustrator up to 10.0 files, or correctly formatted PDF file for artwork. We don't create custom logos, if you want your logo or custom graphics imprinted on a product, we will need you to send us electronic artwork in a high resolution vector format as an adobe illustrator or encapsulated postscript file. We have the ability to convert most one color high quality bmp, jpegs or tiff files (300 dpi or greater). We cannot convert multi color bmp, gif, jpeg, or tiff images. Conversion of bmp, jpeg or tiff images may result in the loss of some fine lines and details. Bmp, Gifs, Jpegs and Tiffs of lettering do not convert well and these files cannot be made high resolution images by adding the ai or eps extension.

Lost & Damaged Products - On very rare occasions packages get damaged or lost by UPS, FedEX and other delivery services. All packages are insured for the value of the product(s) when they leave our factory. Each package contains an electronic tracking number to help us located packages and who signed for the shipment. We will not be financially liable for lost or damaged packages by the any delivery service. If a shipment is damaged or lost we will credit or replace the shipment under the normal production time listed with each product on website or any published material. All damaged and lost packages need to be verified with the delivery company before a credit or replacement can be issued. Damaged products must be reported to us within three business days of receiving your order.

Multi-Color Ink Registration - We cannot guarantee exact multi-color ink color registration on most products, particularly, cups, bottles, foam products, drinkware and travel mugs. Ink colors may shift as much as 1/8 of an inch in any direction. This is considered acceptable by industry imprinting standards.

Objective Advertising & Imprint Copy - We will not accept artwork or advertising copy deemed offensive. Words, graphics or slogans that are ethnically, religiously, racially or sexually offensive will not be accepted. We cannot accept orders related to adult entertainment or child pornography.

Overrun and Underruns - Our factories try to ship the exact quantity ordered. There are orders which may receive five to ten percent more or less of the order due to the quality control inspection after the product is printed. This is a normal inspection procedure in the promotional products industry. We cannot replace the shortage and you should count the products when they arrive as listed in the statement above. You will not be charged for any additional products (overruns) shipped to you. Any shortage in quantity or damaged products must be reported to us within seven business days of the delivery date. Any shortages of products will be credited to your invoice or account. Replacements of less than the quantity originally ordered cannot be produced, only a credit or refund will be applied to your account for the shortage of products.

PMS Color Match - We cannot guarantee an exact PMS color match. Ink colors will vary on different materials. Neon inks will fade within 30 days when exposed to sunlight. Each PMS color match requires an extra change even when ordering more than one product. PMS is a registered trademark of the Pantone Matching System.

Pricing & Product Information - Unless otherwise stated, pricing on all products is per piece. Prices are for one standard color of imprint on one side / or location.  Additional screen or set up charge may apply, see each product for details. All product information and prices subject to change without notice. Product prices generally change on January 1st of each year. We will not be responsible for any changes made by our suppliers and manufacturers in pricing or quantity. Changes are effective immediately. Because many of the promotional products are made from plastic, the price may change at anytime without notice as oil & energy prices increase.

Privacy Statement - All information provided to us is kept confidential. We do not sell, rent or exchange your information, for additional information.

Product Descriptions - To the best of our ability the products displayed on our website are represented accurately, occasionally typographically errors do occur during the development of web pages.  We highly recommend if you're not sure of the quality, color, size, thickness of a particular product you should order a random sample before placing the actual order. Color variations in product materials can occur, even after you order a sample. We cannot guarantee exact material color match with fabrics, paper or plastics as dyes and colorization of materials can change during the manufacturing process. We will not accept returns or provide a refund on products that have material color variations.

Product Changes -Creative Services of New England, our suppliers and manufacturers reserve the right to change, product quantity, product design, product colors, pricing, production times, screen and set-up charges or discontinue a product without advance notice. We try to accurately display each product on our website. Actual product colors may be different than shown because of digital photography and computer screen transfer.

Product Guarantee & Warranty - Imprinted products are guaranteed against factory defects. Any defect must be reported to us within three business days, after receipt of your order. Material color variations in the product or manufacturing blemishes or minor scratches are not considered defects. Each product has a limited warranty. The warranty varies with each manufacturer and is subject only to factory defects. The warranty is limited to 30 days after receipt of your order. Failure to follow any instructions provided by the manufacturer voids the warranty. Some plastics, ceramics, glass and other materials have natural flaws as part of their manufacturing process, these are consider normal and acceptable. Any defected or broken products must be returned to us before a refund is issued. Products must be returned in the original shipping carton(s). Our suppliers and manufacturers reserve the right to inspect the damaged product(s) before issuing a credit. We cannot replace a small amount of defective products unless there is a minimum order quantity defective. See Refunds, Returns & Restocking Policy for blank or unimprinted promotional products. We will not accept returns without our preapproval.

Product Inventory - Due to seasonal or inventory demands beyond our control, on very rare occasions a product may not be available within the production time listed. You will be given the option to cancel or back order that product. You will be contacted by phone or email by a customer service representative, should this situation occur. If you paid your order in advance by credit card, the payment may appear on your statement before the order is shipped as credit card transactions are processed when the order is entered into production.

Product Manufacturing - Some products are manufactured outside the United States of America, those products will be marked with the country in which they are manufactured. Nearly all the imprinting is done in factories in the United States of America. If you are concerned about where your order is manufactured, please contact us before placing an order.

Product Safety Warning - Due to potential choking hazard, promotional products should not be given to children under the age of eight years old. Some promotional products may have small pieces that could become a choking hazard to small children.

Production & Delivery Times - Production and delivery times are listed with each product. Production time begins after we receive your approval of an email proof. In addition to the production time, allow time for transportation from our factory to your location. Normal transportation time is 4 to 5 working days by ground services. Production time may be affected by seasonal demands or inventory shortages. Normal factory production time is 10 to 15 working days, unless otherwise stated. Working days are Monday through Friday, and do not include Saturday, Sunday or Holidays. It is the customer's responsibility to plan for ample time to meet an event date.  It is the customer's responsibility to deliver to us by email, U.S. Mail, UPS or FedEX the proper artwork as listed in our artwork instructions to imprint the order. Delays in us receiving the proper artwork will affect the delivery time of an order. We have the right to decline an order if we determine there is not enough time for factory production and delivery to meet an event date. Seasonal demands for holiday products including Christmas, Halloween products and higher inventory demand in the months June thru October may cause delays beyond our control.

Proofs - One proof by email design proof will be sent to you at no charge if we are providing the typesetting
and / or if you're sending your artwork by email. Seasonal demands occasionally from March through October may require us to lengthen email design proof delivery time. We cannot provide typesetting work or proofs without having an order entered into our system. Additional email proof(s) may require an typesetting charge, if you make any changes. Our minimum typesetting charge is $55.00, which is one hour labor charge for our art department. You will not be charged if an error on the proof was made by Creative Services of New England. We provide a design proof to ensure your order is printed correctly. It is your responsibility to check all information on the design proof for errors or omissions. If you approve the design proof and there is an error we will not credit or reprint the order without additional charges. Orders cannot be changed once placed into production without occurring additional charges to stop production. Email design proofs are only available after your order has been submitted to us.

Proof Design or Typesetting Changes - Changes cannot be made to the design proof after the order has been placed into production. Take time to carefully check all the information and layout. We cannot add or delete information after you approve the paper or emailed proof after we have entered the order into production.

Refunds, Returns & Restocking Policy - See Product Guarantee & Warranty for imprinted promotional products listed above.  No refund will be given for damaged products or products missing any original component(s). Refunds will only be given after we have received and inspected the products. We will not accept returns without our preapproval.  Each product has a limited warranty. The warranty varies with each manufacturer and is subject only to factory defects. The warranty is limited to 30 days after receipt of your order. Failure to follow any instructions provided by the manufacturer voids the warranty. Some plastics, fabrics, glass and other materials have natural flaws as part of their manufacturing process, these are consider normal and acceptable. Any defected or broken products must be returned to us before a refund is issued.

Returned Shipment - UPS and other delivery companies will only make a limited number of attempts to deliver your package(s), if no one is at the shipping address after their required delivery attempts, your package(s) are returned to us. We will charge you the original shipping charge plus a new shipping charge to resend the package(s). We assume no financial liability for delays of your shipment if no one is at the shipping address as listed on your order form to accept the package(s). If you provide us with an incorrect street number, incorrect street spelling, street name or incorrect zip code, there will an additional charge to re-send your shipment, you will be charged for this correction. We have the right to bill the credit card number on file for the additional charge.

Rush Service - Because of the volume of orders we process each day, we do not offer any rush service.

Sales Taxes - Massachusetts businesses, individuals and organizations are required to pay 5% sales tax, unless a valid Certificate of Exemption is attached to your order. Products, Screen Charge, Die Charges or Mold Charges are taxable under Massachusetts Taxation Laws. Some states are now requiring us to collect sales tax on internet orders, because of the numerous sales tax rates in the United States of America, any required sales tax will be applied to your order. We cannot avoid collecting the sales tax if your state, city, county or town has sales tax regulations. If we miss collecting the sales tax on your original invoice we have the legal right to invoice the sales tax amount separately.

Samples - Random imprinted samples are available on most products. Samples are not available blank. Some samples may need to be ordered from our suppliers and will require 7 to 10 working days for delivery. Sample(s) cannot be returned and are not refundable. Payment for samples must be made in advance. We do not stock every color for samples on each product. The sample color we send out will be a random color. Some products are not sold as samples.

Scratches, Scuff Marks & Blemishes - Some products especially products made of plastic will have naturally occurring scratches, scuff marks and blemishes from the manufacturing process which are considered normal and acceptable. Excessive scratches and scuff marks can happen during shipping and transportation. We highly recommend poly bagging large products such as, cups, drinkware, fun flyers, mugs, sand pails, travel mugs and water bottles. If you did not purchase poly bagging or cellophane packaging with your order, we will not be responsible for scratches and scuff marks to the product or imprint. Some products are poly bagged or cellophane bagged at no charge, if available, optional packaging is listed with each product webpage. Contact us for pricing on poly bagging or cellophane packaging your order.

Set Up, Screen Charges & Imprinting Preparation - Artwork, typesetting, graphics produced by us
remain our property. Set Up, screens, plates, dies, molds, negatives and other materials used to imprint your order are the property of our factory. Charges associated with the products are for the preparation and such material to make the screen. Under Massachusetts Sales Tax laws the screen charge is taxable for Massachusetts businesses and residents.  If you would like any camera ready artwork or disk you provided returned to you, we must be told in writing on your order. Some set up & screen charges are a one time charge, providing you reorder the exact product with the exact ad or imprint copy within 12 months of the order date. While some products may require a smaller reorder set  up and screen charge even during that time period of 12 months. Screens, dies, plates etc., are not interchangeable with products and cannot be transferred to other distributors or manufacturers.

Shipping Charges - We do not provide refunds on the shipping charge(s) after an order has been shipped. Freight & shipping charges will be added to your order. If you are prepaying your order, call us for the freight or shipping charges. If you are paying by credit card, shipping charges will be added to your total. All other accounts will have the freight or shipping charge added to the invoice. If you would like to know the charge in advance, please call us. To ensure your order arrives safely, additional cartons or packaging material may be require at an additional charge which will be included in the shipping charge. All packages and shipments are insured, the insurance cost is included in the shipping charge.

Shipping Rates & Charges - In the case of larger items, such as bottles, can insulators, cups, fun flyers, mugs, sand pails, travel mugs and other larger promotional products, these packages may require an additional freight handling charge under oversized and dimensional shipping rates, set by freight and transportation carriers. If you're ordering more than one product it may be shipped from different locations, we cannot package more than one order in a carton. Orders we confirm by email will have the freight or shipping charge listed. We do not bill third party accounts for UPS, Federal Express or any other delivery service. All shipping charges are billed directly to your order.

Shipping & Freight Delivery - We ship from various factories around the USA. Most orders are shipped via UPS or FedEX at our discretion. Because of the volume of orders we ship each week we cannot ship via a third party freight company and customers cannot pick up order at the factory. If  your order requires a freight company other than UPS or FedEx it will be via a transportation company that we select. If you want to know the shipping charge(s) in advance, please call us or the shipping & handling charge will be added to your invoice.

Shortages or Misprinted Products - Errors or damaged products must be reported to us within seven business days after delivery of an order.  It is the customer's responsibility inspect and check the quantity received, all components and imprint copy and imprint quality immediately upon receipt of your order. We will not be responsible for imprint errors if camera ready or emailed artwork was provided by you, or a paper or emailed proof was approved before production. If a product is damaged or an error was made, our customer service representatives are required to correspond in writing by email. Any shortage in quantity or damaged products must be reported to us within three business days of the delivery date. Any shortages or damaged products will be credited to your invoice or account. Replacements of less than the quantity originally ordered cannot be produced, only a credit or refund will be applied to your account for damaged, shortages or misprinted products. We reserve the right to inspect any misprinted or damaged products before a credit or refund is issued.

Typesetting and Graphics - We will typeset up to five lines of lettering of ad copy using our standard typefaces at no charge. If you have more than five lines of text we recommend you have your ad copy typeset by a professional graphic designer or typesetter. We prefer true eps, vector, adobe illustrator up to 10.0 files, or correctly formatted PDF file for artwork. Each product has a limited imprint area, we cannot imprint typestyle less than 7 point lettering or typeface.


We reserve the right to update and make revisions to these policies without notice.

Prices are subject to change without notice.

Pricing will be verified with you for accuracy before your payment method is accepted.

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