terms& FAQ's

At CEJoe's we always strive for your 100% satisfaction, however sometimes things can get off course, but here's how to avoid some of those issues, and in case they do arise how they will be handled.

*Cotton Eyed Joe’s reserves the right to change any of these terms & policies as we see fit at any time and without notice to the public.

GOT A QUESTION?

Ordering

What are your payment policies?


If you have never ordered from us before or do not have terms set-up, we may require pre-payment, a credit card on file, or a 50% deposit before we process your order.

CEJoe’s offer’s two payment options for its customers:

  • Customer Check
  • Credit Card (see details on paying with credit card below)

Payment is required BEFORE your order is sent to production.

If you request and are approved for Net 15 or Net 30 Terms, please pay attention to date of invoice. If you have payment terms or if your invoice or invoice email body specifies a payment due date, late payment fees of 1.5% per month will apply.

Save On Credit Card Fees

We strive to save you money! If your order is greater than $1000 we give you the option to pay with a check*. You can still pay by credit card however a 3% processing fee may be added to your invoice. Please note this courtesy may be changed at any time.

*Again, unless you are approved for terms or if you are a new customer, payment is required in order to initiate production. To meet your in hands date please make sure we receive your payment in time, usually 2 weeks before your in-hands date.




How do I place an order?


You can place an order with Cotton Eyed Joe’s right here online at CEJoes.com by filling out a quote form and checking "Place Order" in the options. You can speak with our sales team over the phone at 770-718-1119. You can email your order to HeyJoe@cejoes.com and one of our sales team members can assist you! To place an order in person at our office, please contact our staff to set up an appointment so that we can be available to serve you better!




What if I have an issue with my order?


It is the customer's responsibility to inspect and count all goods received, before washing. All claims for shortages, damages, or defects MUST be reported via email to heyjoe@cejoes.com within 24 HOURS of receipt of goods. You must return all merchandise to receive an exchange. Invoices Invoice disputes must be reported within 7 days of the invoice date. A written detailed account of the dispute must be sent via email to billing@cejoes.com Project Cancellation If for any reason you decide to cancel your project before moving into production (that is before blank goods have been ordered) you may be charged a project cancellation fee and you will be responsible for design work payment if art has been signed off. If for any reason you decide to cancel your project after production has been initiated and blank goods have been ordered, but not printed on or altered in any way, you will be responsible for a project cancellation fee and all associated shipping and re-stocking fees. A project cannot be cancelled after production has been initiated, blank goods ordered and printed on or altered in any way. You will be responsible for the full project invoice.





Minimums

What are the minimums for embroidery orders?


The minimum is 24 PIECES for headwear (ball caps and visors are two different setups and will need to be 24 of each) and 6 PIECES for any other items. Orders with thread color changes may be subject to different minimums. All items must have the same design/logo, logo size, and stitch location. Maximum of 2 locations for less than 48 pieces. *All items must be decorated at one time*




What are your minimums on paper product orders?


Minimums may vary for different custom products. Standard products such as business cards, postcards, rackcards, etc. start at minimums of 100 and come in standard set quantities - 100, 250, 500, 1000, 2500, 5000, etc. Some of these items may be available in other quantities - check with our sales team for more info.




What are your minimums on promo product items?


Promotional products have various minimums based on the product, vendor, and turnaround times. Please contact our sales team for more info.




What are your minimums on signage orders?


Most signage orders can be a minimum of one depending on the material and size of the sign. On some materials the pricing may be based on a full sheet size (48" x 96"). Ask us about more details when getting a quote. For standard yard signs (24" x 18") - minimums are 10 signs per order for single or double sided. Preferrably ordered in 10's.





Production

What are your production policies?


Margin of Error
Humans are involved in making your t-shirts, so sometimes odd things happen. Due to the extensivity of setup, we cannot replace shortages, misprints, or faulty garments that are inside the margin of error (see above). If you require an exact number of products, we strongly recommend that you order 3-5% over what you need.

Print Dancing
Due to fabric's elastic properties, there can be up to a 1/4 inch print placement variance, meaning the design position may vary slightly per print. If you discover designs that are way off in placement please let us know. Again, this is a human driven process and no product will be exactly “perfect.” No 2 garments are ever sewn in the same place, so we get in in the general area on each garment.

T-Shirt Dye-lots
It is a rare, but there’s also the possible situation when your shirt colors are not exactly the same. (Example - browns are a little different shades). Generally, that's due to two different dye lots. It's rare, but happens at times and typically happens with pigment dyed products such as Comfort Colors. We will not replace shirts if color differences are caused by dye lots, so please talk to us pre-production if you have questions or concerns.

Mid-project Changes
Any changes to an approved apparel or other projects may be unable to be changed, as we can go to production as soon as your project is signed off on. It could also affect delivery times and add additional costs. You will be responsible for costs related to any mid-project changes.

However sometimes things can get off course, but the above tips will help void some of those issues, and in case they do arise how they will be handled.




What are your turnaround times?


At Cotton Eyed Joe’s we strive to provide the best customer service and products we can and that means fast turn-around times as well. Once you place your order with Joe’s, we begin the process in the Art Department:

- ARTWORK typically has a five business day turn-around time. We will not begin production until you have signed off on your artwork. Artwork is commenced once an order is placed. If we receive sizes from you and have been commissioned to complete art, we consider that an order and may proceed at that time. If you submit an art request and end up not placing an order, you will be subject to a $125/hr art fee.

- PRODUCTION begins after you sign off on your final design with our electronic approval system AND we have all your order information including complete sizes, names, numbers, etc. Your order will generally be completed in 7-10 business days (unless it is a custom order or overseas production.) If you cancel your order after artwork has been designed or product has been ordered, you will be subject to any applicable fees including restocking fees, return fees, art fees, and shipping fees.

- EVENT DATES - If you have an event with a specific due date, please be sure you prepare ahead of time for your order. It is your responsibility to schedule enough time to complete your order, and we cannot guarantee completion on every order if production time is cut short. We always do our best to get your order when you need it, but remember, we can only proceed when we have all the correct info from the customer on time.

- RUSH ORDERS are available for an extra charge and are subject to schedule availability. Each order is handled on a case by case basis. For more info contact our office.

- SHIPPING ORDERS should have extra days built in for shipping time to your location. FedEx and UPS are great carriers, but they do not guarantee ground shipments by a specific time. If you're not sure on shipping time, please ask our staff before placing your order.

- PROMOTIONAL PRODUCTS have various production times. Please contact us for more info on promo & paper products.





Artwork

Can I submit my artwork?


You can submit your own artwork, as long as it is in the correct format. We accept artwork in vector EPS, CDR, and AI files. In some cases we can accept PDF and PSD files. Any other art files may require an art fee to make artwork print ready. Submitting artwork in JPEG, PNG, BMP, or any other web photo files can NOT be used for screen-printing. For more information, please contact us! If you are doing a sponsors list, please provide us with the vector files of their logos for the best quality printing. Any artwork you submit MUST be your own design - we will not print a design created by another design company, artist, or online unless you have written permission.




Will I get a proof of my design?


On all orders, we send an art proof for your review. This proof will show the size, colors, and overall location of your print job. Please make sure to look over the proof carefully, as once it is approved, we will print exactly that. Proofs are issued after all forms and art have been received. If you do not receive a proof in that time frame, please feel free to bring that to our attention, as we may not be aware you did not receive it. Also, we do ask that you sign off on your art quickly. Until we receive your art approval, we cannot proceed with your project.

Our online approval system has made our process super easy! Once your proof is uploaded by our Art Department, you will receive an email from the art team here. Once you get the email, please follow the instructions to sign off on your project or submit any changes. If revisions are needed, you will receive a revised proof in 1-3 business days again in the same online system. Basic changes (color, position, size, etc.) are allowed, however any changes that require re-design time may be subject to an extra art charge at $125/hour.

- If you do not receive an approval email within 5 business days of placing your order, please contact our office as there may be an issue with contact emails or something else.





Garments

What are your return policies?


We do NOT accept any returns on custom imprinted products unless there is a defect. In the event of a defective product, we will replace those items that were returned to us for an exact exchange.

If you cancel your order after artwork has been designed or product has been ordered, you will be subject to any applicable fees including restocking fees, return fees, art fees, and shipping fees.

Any order issues must be reported to us within 48 hours of receiving the goods.




Can I bring you my own shirts?


Joe's no longer sews or decorates any garments that are not purchased directly from us. We can order the highest quality garments and decorate on them for less cost than if you provide your own garments. If you absolutely, positively insist, we will decorate garments you provide (at our discretion) and at a rate that is subject to difficulty and length of the job. Exceptions may be made for products that we do not have access to (i.e. team sports goods, specialty apparel, etc.) and are approved on a case by case basis. These orders must also have a signed customer supplied agreement on file with CEJoe’s prior to production. Contact us for more information. GARMENTS MUST BE NEW AND NOT PRE-WORN OR LAUNDERED.
WE ARE NOT AT ALL RESPONSIBLE FOR ANY ERRORS MADE ON USER SUPPLIED ITEMS.
Things happen, and even if it is or isn't our fault, we will not replace or refund any item brought in from the outside. It's best to let the pros at Joe's handle the ordering and the decorating!





Delivery/Shipping

Can you deliver my order?


Knowing your time is valuable, we currently offer free ground delivery services for apparel.

Specific delivery dates are not guaranteed, as we may run a “route” on designated days while in your area. For pickups, our hours are 8:30am-1:00pm & 2:00pm-5:00pm, Monday-Friday. On Fridays, pickups end at 4:00 pm. Contact us for more information about delivery/shipping.

FedEx or UPS do not guarantee in hand dates for ground shipping. It is recommended that you allow at least 3-5 days of margin to meet your in hands date.

The following issues are out of our control:

  • Product Shortages - in the event a customer requests a specific style number or color that is out of stock.
  • Weather Delays - again, once product leaves CEJoe's or our manufacturer's facility we do not take responsibility for delay in delivery of product.
  • Delay in production due to a delay in customer communication or a late invoice payment by customer - see Payment terms below.
  • Delay in delivery due to incorrect ship-to address provided by customer.

If your project requires or you elect Priority Shipping, all associated expedited shipping costs are your responsibility.




How does the "free shipping" work?


Knowing your time is valuable, we currently offer free ground delivery services for apparel.

Specific delivery dates are not guaranteed, as we may run a “route” on designated days while in your area. For pickups, our hours are 8:30am-1:00pm & 2:00pm-5:00pm, Monday-Friday. On Fridays, pickups end at 4:00 pm. Contact us for more information about delivery/shipping.

FedEx or UPS do not guarantee in hand dates for ground shipping. It is recommended that you allow at least 3-5 days of margin to meet your in hands date.

The following issues are out of our control:

  • Product Shortages - in the event a customer requests a specific style number or color that is out of stock.
  • Weather Delays - again, once product leaves CEJoe's or our manufacturer's facility we do not take responsibility for delay in delivery of product.
  • Delay in production due to a delay in customer communication or a late invoice payment by customer - see Payment terms below.
  • Delay in delivery due to incorrect ship-to address provided by customer.

If your project requires or you elect Priority Shipping, all associated expedited shipping costs are your responsibility.





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2136 HILTON DRIVE, GAINESVILLE, GA 30501

HEYJOE@CEJOES.COM

770-718-1119

© 2020 by CEJOES - All Rights Reserved.  All designs & concepts are the property of CEJOES, INC.

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