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Frequently Asked Questions
|ORDERING||ARTWORK & SPECS||PAYMENTS|
|SHIPPING||CANCELLATIONS, RETURNS & REFUNDS||GRANDSTAND|
Answers to frequently asked questions follow. Don’t see your question addressed? Give us a call at 800-767-8951 or contact us today, we’re happy to help.
I just placed my order, but I don't see it. Where is it?
Once you’ve placed your order on our website, your order in “My Orders” under “My Account” will not show the order just placed until a sales person has entered it into the order system. We will process it as quickly as possible during our standard office hours – Monday-Friday 8am-5pm CST.
What happens after I place an order?
1. You will receive an email notification that your Order Confirmation is available to review. If this is a reorder (no new art), your art proof will appear in the order confirmation. For new art, see below. Confirmation approval must be received before we can proceed with your order.
2. If this is new artwork, you will receive an email notifying you that your Artwork is available to review. Art approval must be received before we can proceed with your order.
3. Once your order ships, we will send you tracking information for your shipment.
Why do I have a Web Order Number and a Work Order Number?
You will receive a web order number when you initially place your online order. This is for reference only. Once your order has been input into our system, you will receive a work order number on your order confirmation. This will be your identification for your order moving forward.
Do you offer additional products that are not listed on your website?
Yes! Grandstand has a very extensive catalog of products that are not listed on our website. Please contact us for products not listed on our site.
What are drinkware capacities?
Beverage-ware/stemware capacities are stated in approximate U.S. fluid ounces, and should not be used as a standard of measure. All fluid capacities are established to overflow capacity. Our capacity specifications allow for a tolerance of +/- 5% for nominal capacities greater than 5.0 ounces; and a tolerance of +/- 0.25 ounces for nominal capacities less and 5.0 ounces. Listed dimensions should not be construed as specifications, but as nominal.
May I order less than the minimums listed on the website?
The minimums that are listed on each product page are the fewest number of pieces we can do.
Will I get the exact quantity I ordered?
As is standard for the industry, we have an overage/underage policy of 5% of the quantity ordered. This means your order will ship within 5% over or under the quantity you requested. You will only be billed for what is shipped. If you require an exact quantity, please contact us ASAP and let us know. There is an additional fee for exact quantity shipment.
What is your lead time?
Our average lead-time can fluctuate due to seasonal demands and production capacity. Lead-time does not factor in transit time to your final destination. Longer lead-times apply for orders with multi-color decals. Please contact our Sales Department to receive our most current lead-times.
What is a cancel date?
If your order is time-sensitive or is for an event, a Cancel Date must be entered on your order to guarantee timely arrival. Please call our Sales Department if you need a Cancel Date. Cancel Dates do not provide Guaranteed Shipping. We strongly suggest you request Guaranteed Shipping on any order with a Cancel Date. If you refuse Guaranteed Shipping, Grandstand will not be responsible for delays in transit once your order leaves our facility.
Are Rush Orders available?
While your order may be produced in as little as 5 to 7 working days after artwork approval, rush orders are also be available. Please call our Sales Department to discuss scheduling and shipping options. Production rush fees will apply.
Do I have to pay by credit card?
First time orders must pay by credit card. After first order, you may pay by ACH, or you may pay with net terms. Please contact us if you would like to apply for ACH or Net Terms.
How do I apply for Net Terms?
Net terms are available for businesses, and are reviewed on a case-by-case basis to determine term and credit limits. Note: Net 30 Terms are not available on first time orders.
How do I apply for ACH Terms?
Please contact our Accounting Department if you are interested in applying for ACH terms.
When will my credit card be charged?
Your credit card will not be charged until you have approved your order confirmation and art proof.
May I request an invoice in advance of receiving product?
Yes, you can request an invoice prior to receiving your product. Please note that invoices are not final until time of shipping, and are subject to change based on actual quantity shipped and freight services rendered at time of delivery.
Do I have to pay sales tax on my order?
Currently, sales tax only applies to customers receiving orders in Kansas and California. Kansas and California customers who can provide us with a resale exemption form (with a valid state-issued resale tax ID number) or tax exemption certificate do not pay sales tax. We must have this on file before your order is invoiced.
Are there other fees?
Need an exact quantity? To ship exact, there is a 5% of total order charge. This is required because in order to hit an exact quantity, more items than needed typically need to be produced.
Need a rush order?
To accommodate time and labor in rescheduling and logistics, a 10% of total order rush fee is applied (min. charge of $50). Note: Rush fee is production only. This does not guarantee shipping.
Need to cancel your order after it has gone to art for proofing?
No problem, however, an art fee of $45/hour will be applied to cover labor costs of proofing art on an unproduced order.
1. Freight quotes are estimates only and are subject to change based on changes in your order or delivery requirements
2. Delivery dates on your order confirmation are an estimated delivery date only, and not an appointment or guaranteed shipping, unless requested at time of order. If you require an appointment, or a guaranteed shipping date, please notify us immediately.
3. If your address is a residential address, or does not have a loading dock and/or fork lift, you will REQUIRE a lift gate. If this is not communicated to us, it can result in a delays and redelivery fees. See more info in the Accessorial section below.
How are my freight costs/shipping charges estimated?
Shipping charges vary depending on location, weight and time. Freight for all apparel items shipped within the contiguous ("lower 48") USA is free.
Why is my freight estimated?
Freight is estimated and may change based on variables not available to us at time of quoting. Certain destinations may require additional charges due to their remote locations, lift gate requirements, inside delivery requests and/or appointment requests. Our estimator only works for locations within the Continental USA. For freight quotes elsewhere, please contact us.
How will my items ship?
Glass orders over 100 lbs. will ship via LTL freight services. Anything less than 100 lbs. will typically go via UPS small package, if product allows. Most apparel orders will ship via UPS ground service.
What is a cancel date vs. guaranteed shipping?
Cancel date is the last date you may receive your shipment. Applying a Cancel Date to your order does not guarantee freight delivery on a specific date. Guaranteed Shipping is a service provided by the freight carrier to guarantee arrival of the shipment by a specific date. This service is an additional charge.
What if I receive damaged or broken items?
Please inspect your shipment as soon as it arrives. In the event you receive a visibly damaged shipment, please note the damage on the delivery receipt. DO NOT REFUSE THE SHIPMENT. If you do not denote damage on the delivery receipt, a claim cannot be filed with the freight company. The signature box varies by freight provider. Typically where you sign will say “…freight received in good condition and shrink wrap intact except as noted”.
Please take clear photos of the damaged shipment box, as well as a separate photo with damaged merchandise. Please send photos to your Account Manager or our Sales Department within 24 hours of receipt to file a claim. Any damage claims received after 24 hours will be subject to review. Any damage claims submitted after 30 days will not be accepted.
After the claim has been filed, Grandstand will deal directly with the freight provider regarding your reimbursement for items damaged in transit. If the damage will cause you to be greatly under-supplied, we will work with you on replacements.
Is Blind Shipping available?
No, we do not offer special accommodations for blind shipment requests. We apologize for any inconvenience this may cause.
What is an Accessorial?
An accessorial is an additional service provided by the freight company during delivery. These include, but are not limited to: inside delivery, lift gate, limited access, appointment request, residential, et al. Typically an accessorial costs an additional fee, and is paid for up front if requested before time of service, or following delivery service if requested on site.
What is Inside Delivery?
Any time a delivery has to move more than 10 feet from the truck, it is going to result in an inside delivery charge. This includes breaking down your shipment. When freight is delivered to a residential address, inside delivery can be assessed for moving the pallet to the driveway, porch or garage. Drivers will not take freight inside a home.
What is a Lift Gate?
A lift gate is a platform at the back of the truck that can raise and lower a shipment using a hydraulic system. When the receiving address does not have a loading dock and/or a forklift, manual loading and unloading is necessary.
What is Limited Access?
Generally speaking, limited access is defined as meeting any of the following conditions: not open to the walk-in public during normal business hours; not having personnel readily available; sites with security-related inspections and processes prior to freight delivery; location will require use of a small truck due to limited space (space isn’t easily maneuverable by a semi-truck in and out of your location).
Examples include, but are not limited to: schools, military sites, small strip malls, rural route or out of town highway access locations, private residences, camps, churches, government facilities, farms, nursing homes, medical facilities, individual (mini) storage facilities.
Can I set an appointment or be notified prior to delivery?
Yes! For your convenience you can request an appointment for delivery. This request may delay your delivery by at least one or more business day(s). Please Note: if you miss your scheduled appointment, it may require one or more days to receive your delivery.
How do I know if my address is zoned for Residential or Commercial?
You can verify the zoning of your address by going to your local city/county government website.
Can I ship to APO addresses?
Yes! However, this generally takes longer than our normal shipping timeframe. Please contact us for more information.
Can I ship to international addresses?
Yes! Grandstand welcomes our customers from all over the globe. Our shipping processes are a little different depending on the destination country.
Grandstand will arrange for your freight to arrive at your door. All you need to do is provide a customs broker of your choice. You are responsible for any duties, fees, and/or any other charges associated with the freight crossing the USA/Canada border. Grandstand will provide you with the necessary NAFTA or other documentation for orders that require it.
Non-Canadian International Customers
Given the complexity and various regulations across the rest of the globe, Grandstand prefers to ship all non-Canadian international shipments as EXW (Ex Works) shipments. This means it is your responsibility to arrange a freight carrier to pick up from our facility in Lawrence, KS. The title of the goods will transfer to the customer at our dock. If you do not have a preferred carrier/broker, we would be happy to provide a list of companies we have worked with in the past.
Tracking Your Order
We use a variety of shipping methods to get your product delivered to you in the quickest and safest manner possible. To track your order, contact your Account Manager or call us at 800-767-8951.
CANCELLATIONS, RETURNS & REFUNDS
What is your Cancellation Policy?
You can cancel your order at any time prior to production. If your order has gone through any art proofing, an art fee will be assessed at time of cancellation. If your order involves apparel, a restocking fee may also apply.
Returns and Refunds Policy
Grandstand takes great pride in the quality of our work and products. Before any item ships from our facility, it must pass inspection for quality and accuracy. If you believe there is an error or defect in your merchandise, please contact us.
Please inspect merchandise immediately and carefully upon delivery. If your shipment arrives with any damage, PLEASE NOTE THE DAMAGE ON THE DELIVERY DOCUMENT. We cannot file claims with the carrier once a shipment has been signed for as arriving in good condition. Please take clear photos of the damaged shipment box, as well as a separate photo with damaged merchandise. Please send photos to your Account Manager or our Sales Department within 24 hours of receipt to file a claim. Any damage claims received after 24 hours will be subject to review. Any damage claims submitted after 30 days will not be accepted.
If your order contains product manufacturer defects, or you are not satisfied with the quality your item, please contact us within 15 days of the shipment date. We examine every claim on a case-by-case basis. Please remember to review your design and the product type and quantity prior to approving, as each order is custom decorated to your specifications and cannot be resold. Under certain circumstances we might ask you to return your items in order to receive a refund. Any quality claims submitted after 90 days will not be accepted.
All refund requests are subject to approval. Upon approval, any refund requested on orders paid with a credit or debit card will receive credit posted to the card used at the time of purchase. The refund will be processed within five (5) business days following approval. Merchandise may be required to be returned for refund.
ARTWORK & SPECS
Do you have Templates or Design Elements I can use to customize my order?
We do have easy to use Wedding Templates available. For other artwork, explore our custom Creative Services and our Portfolio. Our diverse Creative team does everything from updating an older logo to full branding.
What formats do you accept for artwork files?
Grandstand prefers Vector-based files in Illustrator (.ai .eps .pdf) or Freehand (.fh .eps). All fonts must be saved as outlines and all images must be embedded. Photoshop files (.psd .jpeg .tiff .gif .bmp) can also be submitted, but need to be 600 PPI at actual size. All files MUST be Mac compatible. Sorry, but we will NOT accept CorelDraw (.cdr), Word (.doc) or PowerPoint (.ppt) files.
For Illustrator files, please make sure all fonts are as saved as outlines and all images within the file are embedded and 600 PPI.
For Freehand files, please make sure all fonts have been converted to outlines and all images within the file are embedded and 600 PPI.
For Photoshop files, please make sure your file is 600 PPI at actual size. Files needing to be increased in size for printing will have a decreased PPI. Please include all fonts used in your artwork. If your artwork is more than one color, please save with layers, as we will have to separate the file before printing.
What if I don’t have a vector file?
If no vector format exists, an art fee may apply for redraw.
VECTOR ART VS RASTER ART
What is Vector Art vs Raster Art?
Vector art has the ability to increase size without becoming blurred. Vector art can also be manipulated for color separating purposes. Art does not become vector by placing a raster image into a vector-based program.
Raster images' dimensions are measured in pixels. Because raster images cannot be enlarged without losing quality, Grandstand has specific size requirements for our processes; they require a specific amount of pixels within each inch. The amount of pixels within each inch in the image represents the image pixel resolution or PPI (pixels per inch).
To determine what size your raster image must be for good, quality printing, multiply the minimum PPI by the area to be printed. So as an example: Grandstand requires a minimum of 600 PPI. If you want to print an image in an area that is 5 inches wide, multiply 600 pixels x 5 inches (600 x 5 = 1800). Your image must be at least 1800 pixels wide.
Can you convert my file to Vector Art?
Grandstand can convert your raster image or sketch into vector art for higher-quality printing. If you do not have vector artwork, we will proceed by redrawing the art. An additional art fee may apply.
How can I send you my file?
You can always email your artwork (under 15mb) to your Account Manager. Files larger than 15mb may be sent through our FTP site https://grandstandglass.com/upload/. We know that the process of preparing and sending your artwork can be a complicated and sometimes frustrating experience. And we are here to help! If you have any questions, Please feel free to call us at 800-767-8951.
Art will be sized to the standard print specifications of your chosen product(s), unless otherwise requested. If you require different sizing, or have questions, please contact us.
Need a logo or custom graphic design? We can help you with that too. Grandstand has a full service in-house Graphic Design Department. Learn more about our Creative Services.
May I see what my art will look like on the product before I place an order?
Yes! Once your order has been placed, and order confirmation approved, an art proof will be created and emailed for your approval. This will be a rendering of what your art will look like on your requested product. PLEASE NOTE: We will NOT proceed or produce your order until the art has been approved.
Will all ink colors print well on Amber or Cobalt glass?
No. Certain ink colors will not offer good contrast when printed on amber or cobalt glass. Recommended colors to avoid: satin etch, black, and various shades in blue and brown color palettes will not represent well without some sort of base and/or border. If you are unsure, please ask your sales rep for an art sample.
What can I do if my art has more than the allowed number of colors?
For any art that exceeds the direct print color capability, a professional decal typically can be produced. Decals are the best and most flexible way to capture high detail graphics on glass. Please visit our Professional Decal Printing page for more information.
What are my color choices on glassware?
Please refer to your particular product page to confirm which type of ink and number of colors can be printed on your selected item. You can view available colors by ink type on our Glass Ink Colors page for more information.
Can you match a color for me?
We can match a PMS color or a color to your provided garment for a $50 flat fee. We cannot guarantee an exact color match.
Will my artwork look the same on all products?
Colors print differently on aprons and tote bags than they do on traditional apparel items. Much the same, colors print differently on glassware than they do on apparel items. We cannot guarantee an exact match.
What is California Proposition 65?
The California state government in 1986 passed legislation that is intended to warn consumers in the state of the possibility of exposure to toxic chemicals. Officially known as the Safe Drinking Water and Toxic Enforcement Act of 1986, it is better known by its original name of Proposition 65
Proposition 65 requires the State to publish a list of chemicals known to cause cancer, birth defects, or other reproductive harm. Currently, there are around 750 chemicals listed, with lead and cadmium being the chemicals of concern to decorators. Proposition 65 requires businesses to notify Californians about significant amounts of these listed chemicals in the products they purchase, in their homes or workplaces, or that are released into the environment.
Proposition 65 specifically lays out the required testing method, limits for lead and cadmium leaching, and the warning requirements for articles that exceed the limits.
The information provided here is a very brief overview of Proposition 65, and is not meant to answer all questions regarding this law. Any decorators whose products may end up in California (even if not originally sold there), need to be aware of this law, and its ramifications for them, to avoid potential costly problems.
To review the warning requirements, or to view the regulation in its entirety, please refer to the California Office of Environmental Health Hazard Assessment web site at www.oehha.ca.gov/prop65/background/index.html.
Who is responsible for copyright/trademarked material?
Grandstand is not responsible for gathering, maintaining or verifying the copyright status of customer-provided files. All print customers are responsible for obtaining permission to use, duplicate, and/or edit all copyrighted material prior to submitting said files to Grandstand; and must provide written permission upon request.