Koolabrew F.A.Q

  • Can we do rush orders?

    Yes! We understand the importance of a rush order. Items that are available for rush orders include foam, plastics, fabric and glass products (if in inventory). Multicolor printing, 4 color process and color transfers are not available for rush service. Production schedules and product availability will determine the availability of rush service. Your rush order will ship five (5) business days or sooner after the order is approved. Orders must have print ready art. We do reserve the right to ship however necessary at the customer’s expense to meet an in-hands date. Rush orders will be reviewed and approved on an individual basis! Our rush charge is one flat fee of $40.00 on catalog pricing.

  • Do we sell blank items?

    We do! We sell blanks on most of our items (when available). 100pcs min per color w/no extra charge. Or add $0.10 per piece for assorted colors; example: 100pcs - 25 red, 25 blue, 25 pink & 25 lime. Please call for pricing!

  • What's our normal production time?

    Imprinted items generally are produced in seven (7) to ten (10) working days after all clarifications. Production can vary depending on availability and season. Color transfers and 4-color process generally can be produced in eight (8) to twelve (12) working days. Blank (non-printed) items can be shipped in one (1) to three (3) working days. The same production time applies to repeat orders.

    If you do not want the order to ship before a specific date, please mark your order “DO NOT SHIP BEFORE (Date)!” Peak season time may require an additional seven (7) to ten (10) working days. You will be quoted a ship date by our Customer Service when the purchase order has been received, cleared by credit, and verified for accuracy.

  • How do we prefer you to place an order?

    All orders may be sent by fax, postal, e-mail, or express carrier. Orders will not be accepted by phone. Confirmation MUST be clearly marked as such or we will not be responsible for duplication of orders. Order accuracy is very important to us! Incomplete orders will be canceled and not produced if we do not receive the required information within ten (10) working days.

  • What terms of payment do we accept?

    We accept Visa and Mastercard. (No debit cards.) We accept checks: A check must accompany the order, including ESTIMATED freight charges, unless credit terms have been approved prior to order processing.

    We accept customer credit terms which are NET 15 days from ship date, unless otherwise authorized with approved credit. A service charge of 2 ½% will be added to any balance not paid within 30 days from the invoice date.

    Past due accounts may be turned over for collection. If there are any attorney fees involved, the customer will be liable for those fees. No further orders will be processed and or shipped if the account has a past due amount!

  • What is our shipping and handling policy?

    Shipments are generally made by Parcel Post, UPS, FedEx, LTL, or contract carrier. All requests for air shipment must be authorized in writing by the customer, as well as special delivery (such as NEXT DAY EARLY AM). Parcel Post has a handling charge of $2.00 per box. Our handling fee is $1.50 per box. Truck, air and oceanic freight are forwarded collect. Our factory reserves the right to ship, however necessary at the customer’s expense to meet the in-hands date. All shipments are F.O.B. at the factory.

  • How do we handle complaints?

    Any product or quality complaints must be made to us within seven (7) working days upon receipt of the merchandise. The merchandise should be held available for return, if needed, to the factory. Please call us at 910.579.6711

  • What is our freight claim policy?

    If you must, make any claims concerning delivered freight against the carrier. Any adjustments, breakages, damages, and or delays in transit must be filed with the carrier within fifteen (15) days.

  • Are there any extra charges?

    Customer furnished UPC codes: $0.05 We furnish UPC codes: $0.10 Custom printing for your supplied merchandise: $2.50 + setup charge $35 For unassembled counter displays, call for quote. For blank card inserts, call for quote. For non-reorders, a $35 setup/screen charge fee applies.