Once you place your order online, we won´t move your order to production until you give us full approval. After placing your order you will receive an emailed confirmation of your order along with your order tracking number. Customer service will review your order and artwork (if provided), and will send you a proof to approve before full production begins. You will be notified when your order ships and provided with a tracking number.
All orders are considered confirmed at the time they are placed. Changes to a confirmed order must be made in writing and a $60 fee applies. Changes can only be made to any work not already in progress.
All orders are considered confirmed at the time they are placed. Cancellation of a confirmed order must be made in writing. Cancellations are charged a $60 fee, plus being invoiced for all work in progress up to 100% of the original confirmed order amount.
A less than minimum charge of $90 applies to any orders for less than the minimum quantity listed. Absolute minimum quantity is 50% of catalogue minimum. Not available on all products so please confirm with customer service.
You may receive up to 5% over or under the quantity you ordered. This over/under accounts for any potential misprints during the production process. Production intentionally prints more than ordered so you receive as close to the quantity ordered as possible. If you receive more than you ordered, and you placed your order online, then you don´t get charged more. If you receive less than quantity ordered, and you placed your order online, then you will receive a refund.
Add $50 for exact order quantities to avoid 5% over or under quantity orderd.
Special requests for insertion or non-standard packing can be accommodated for additional fees. Please contact customer service.
Setup charges may apply depending on the branding process used. Charges vary depending on branding method and item. Setup charges are not transferrable to different items as each item requires its own setup for decoration. Setup charges may be one-time charges, may apply with each order, or may not exist at all. Repeat order may be subject to full setup or repeat setup charges. See each particular item for details.
Pre-Preproduction samples may be required and are charged at the unit cost of the product plus running charges (where applicable) and any applicable setup charges. Freight and taxes are extra.
Orders that require a change to the logo or copy are subject to an additional setup charge per colour per location for each logo or copy change. The minimum quantity required for a logo/copy change is the lowest quantity listed. Please contact us for the possibility of lower quantity copy changes.
Product colour changes are usually available in case lot quantities. Please contact customer service for details.
A $50 colour match fee applies to mix a custom pantone colour. Colours are matched as closely as possible to PMS C (coated) colours selected upon placing your order. Some products have limited standard imprint colours and pantone colour matching may not be possible. Key Innovations is unable to guarantee exact colour matching. Colours will change when printed on any surface colour other than white.
All orders that require an ink colour change are subject to a charge of $30 per colour.
$80.00 per hour will apply for artwork creation. First revision is free and subsequent changes are $15 per occurrence.
When you provide artwork to us you are warranting that you have complete authority and permission to use and distribute that artwork.
Most orders deliver to you 10 business days after proof approval. Some items may take longer and rush orders can be accommodated. We cannot be held responsible for delays caused by circumstances beyond our control including, but not limited to, courier delays, acts of God, weather related events, and customs delays.
Rush orders can be accommodated. Please contact customer service. A $70 rush charge may apply to any orders requiring delivery faster than standard delivery times.
We work with a team of factories and your product may ship from anywhere in North America. We strive to produce and ship your order locally whenever possible. Most commonly your order will ship from eastern Canada and sometimes from the U.S. However, we have excellent freight with our carriers which we pass along to you. Shipping will default to ground unless you have provided an alternative method. Shipping method may be updated to meet your required in-hands date.
Shipping rates quoted online are for Canadian domestic shipment. We ship internationally. Contact customer service for applicable charges. Not all products may be able to ship internationally.
We will default to ship on our preferred carrier. You may specify your courier account.
Any delays or lost shipments must be handled by the customer directly with the courier. All claims for shipment damaged are to be made by the customer with the carrier directly.
Split shipping to more than one address has a charge of $10 per address.
Key Innovations stands behind our work. If you are not satisfied, please contact customer service within 15 days of delivery. If we have made an error or have provided you with unsatisfactory goods or print quality, we will make it right. We will either replace or discount any unsatisfactory orders.
Placing an order is a partnership with our company and both parties need to check details carefully. Therefore, no refunds or returns will be permitted for errors on the customer´s part. No refunds are given to customers for product quality when a sample of the item(s) is not ordered.
• Ensure they order the correct item(s) and confirm details on their order confirmation
• Check proofs carefully for spelling, size, and details
• Order samples to check sizes, product quality, and product specifications
All returns must be first reported to a customer service representative. No returns will be accepted without a return number. All original packaging must accompany returns. All goods must be in their original condition and are subject to inspection. Returns must be made within 10 days of receiving a return number.
All prices are in Canadian dollars. Prices posted are subject to change at anytime due to circumstances beyond our control such as currency fluctuations.
Taxes are applicable to Canadian customer and are applied based on where your order is shipped to. International customers are not subject to Canadian taxes but may be subject to country specific restrictions, duties or taxes.
We accept payment through PayPal and major credit cards. Customers may apply to us to establish an account with payment terms. Purchase Orders may be submitted for purchases on account.
Your payment information is protected by PayPal's site security when Paypal is used for payment. When your payment information is entered directly on our site, it is processed and protected through Beanstream and their 128-bit SSL secured server.
We use the server named "Rackspace". Rackspace is widely used for hosting the server and it secured as well. It is a dedicated hosting company, and they are one of the reputed hosting vendors.We do not store CC info when the customer makes as payment on our website, the CC information will only be used on the payment gateway page like PayPal or Authorized.net and both of these are secured payment gateways in the world. We provide only limited access to SSH of the server. So, there is no leak of our data from the website. It is secure access to server through which we can access to server and upload files or do any changes directly on server.
For any questions at all please contact us!