HOW TO ORDER & FAQ
HOW DO I GET A MOCKUP?
Complete the mockup request form or call 855-836-8268 to speak with one of our friendly account managers. They can answer any questions you may have, gather some contact information, and assist you in the process of getting a mockup in your hands. To help expedite the process, please have any artwork or desired logos ready for submission upon request. One of our design specialists will then create your customized mockup per your request and send it to you as soon as possible. Please keep in mind that we receive numerous mockup requests daily so it may take a couple of days to complete the mockup. In order to be fair to all of our customers, we reserve the right to limit the number of mockups per customer.
HOW DO I PLACE AN ORDER?
Step 1. Finalize design with our design specialist.
Step 2. Price quote will be given based on design, quantities, shipping, fees, etc.
Step 3. Review design proof and give final order approval to your account manager.
Step 4. Submit full payment to Custom Tent Covers finance department.
Step 5. Once payment is received, the order will go into production and delivery lead time begins.
Step 6. Order will be shipped and delivered on or prior to customer's due date.
***Once your order is approved and payment is made lead time begins.
CAN I MAKE CHANGES AFTER AN ORDER HAS BEEN APPROVED?
Once an order is in production, we do not allow changes to be made. Additions will be handled as a separate re-order.
HOW DO I APPROVE MY ORDER?
After artwork has been finalized with your design specialist, our finance department will send an email asking for your final approval. This email will include a design proof of your artwork and payment instructions. Please take time and carefully review the design proof to make sure that all details are correct. If the design proof is 100% accurate then send a reply email giving final approval. If changes need to be made, let us know and your design specialist will contact you to revise artwork. Please remember that Custom Tent Covers requires pre-payment on all orders and quoted lead times do not begin until full payment is received.
WHAT ABOUT ART SETUP FEES?
Our art setup fees are free of charge if provided with vector art, which includes files saved in AI, EPS, or PDF formats. We are also willing to generate 3 mockups free of charge to every customer. A fee will be assessed for additional mockups after the first 3.
HOW DO I PAY FOR MY ORDER?
Custom Tent Covers requires pre-payment on all orders. We accept checks, M/C, Visa, American Express and Discover. All payment arrangements need to be made through our accounts receivable department. They can be reached at 855-836-8268 or via email at firstname.lastname@example.org. Please note that quoted lead times do not begin until full payment has been received.
HOW WILL MY ORDER BE SHIPPED?
Our primary shipping service is FedEx Ground. Next Day and Second Day Service are available at customer's expense. Please inspect all orders upon receipt. You must notify us of any discrepancies within 10 calendar days of receipt. No claims or returns will be accepted after this date.
WHAT IS YOUR TURNAROUND TIME OR LEAD TIME?
Our standard lead time is 2-4 weeks from the date that your Design Proof is approved and payment is made. Lead times may increase or decrease based on the volume of orders currently in production. Please plan accordingly and do not wait until the last minute to place time sensitive orders. Once your order is approved and payment is made lead time begins.
DO YOU ALLOW RUSH ORDERS?
Yes. If you have a deadline that is less than our standard lead time, please give us a call and we will let you know if we can accommodate your request. Rush fees will be applied accordingly.