Terms and Conditions

Once an order has been placed, it immediately enters our production queue; this system allows us to provide custom assets on a quick turnaround. That also means that most orders cannot be canceled or changed once they have been placed. For more details on each product type and it's specifics, please see information below and at http://www.suttle-straus.com/terms.

Note: Product types (fulfillment, print on demand & complex manufacturing) can be located within the More Information section at the bottom of each product page.

Shipping Terms

Fulfillment and Print on Demand products are expected to ship from our facility within five business days after order placement and approval. Products on back order will be shipped once the inventory has been replenished. Products on back order are noted at checkout and in the order confirmation email.

Complex Manufacturing products, and in some cases Print on Demand products, will require additional manufacturing time. The extended manufacturing timeline is provided on the product page.

All items of an order ship when the entire order is complete. When products of an order require an approval, the defined fulfillment and production days start after all items of an order are approved. The total time-to-delivery will be the sum of the production schedule and the selected delivery service (ie: 5 business day manufacturing with 2-day shipping = 7 business days for delivery).

Changing Shipment Details after leaving our facility could incur costs from the shipper to Suttle-Straus. Any charges incurred from the shipper after leaving our facility will be invoiced to you separately, along with payment instructions. This includes but is not limited to; rejecting the shipment, changing the delivery address, requesting a different delivery date.

We reserve the right to redirect a shipment via a different carrier based on product attributes and carrier limitations. In the instance of changing a shipment to freight we will make an effort to contact you to confirm a pallet can be accepted at the destination. We will hold the order for up to one day after contact before releasing the shipment to the originally defined address.

Order Cancellation Policy

Print on Demand & Complex Manufacturing products - These items enter the production queue immediately upon receipt of the order. During this process, irreversible costs are incurred. The order workflow includes opportunities to review the accuracy of an order and the associated customized products. In most situations, this review process can prevent an order from being placed in error. Once the order enters the production process, the order cannot be changed or cancelled.

Fulfillment products – To cancel an order for inventoried materials you must call the brand portal support phone number. We will make all reasonable efforts to prevent the order from shipping. Once the shipment has been processed, the order cannot be cancelled, and we do not allow returns.

Downloadable products – Orders for downloadable products may not be cancelled.

Orders Pending Approval – Orders for items requiring Administrator approval will be held in a pending status until approved. These orders will be held for no more than 30 days, at which time the order will be automatically cancelled.

Customer Supplied Data & Art – The quality of customer-supplied digital assets, such as custom logos and data used in web-to-print products, is wholly the responsibility of the customer. We cannot cancel or refund orders based on the poor reproductive quality of customer-supplied digital assets.

For complete terms and conditions, please see http://www.suttle-straus.com/terms.