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TERMS AND CONDITIONS Returns
All sample orders are considered final sale and cannot be returned. Production orders are inspected by our quality control team. In the unlikely event of a production
problem or manufacturing defect, all returns must be sent to Concierge pen’s office at the Distributors expense. Concierge pen reserves the right to inspect the goods for
Pricing
- Prices listed on Concierge pen’s website and catalogue are all subject to change without notice. Always refer to Concierge pen’s website for updated pricing. a period of 5-10 business days in order to determine if the return request is valid. If the products inspected are deemed acceptable within the standards of production, the
- Online Prices supersede all previous publications, including printed and virtual catalogues and brochures. goods will then be considered usable and returned to the distributor at their expense. If the goods or portion thereof are considered damaged or defective, a replacement
or appropriate credit will be arranged.
- All prices quoted in this catalogue are in Canadian currency and do not include G.S.T. or Provincial taxes.
- We are not responsible for incorrect or innacurate pricing, production and delivery times and, or descriptions found on 3rd party databases, websites, flyers or catalogues. General Disclaimer
For accurate and updated information, please refer to our website www.conciergepen.com
- Concierge pen reserves the right to charge additional delivery fee’s for all extended area delivery locations. Please refer to UPS, Fedex or DHL’s extended delivery zones CONCIERGE PEN cannot be liable for delays in delivery or product availability due to customs, shipping or natural disasters. CONCIERGE PEN reserves the right to make
list located on their respective websites. slight spec changes to enhance product quality or performance. Decorating location sizes are subject to change. Due to the nature of ABS plastics and some recycled papers,
tiny imperfections and slight variations in the material should not be perceived as defective. Measurements and ounces are approximate and may vary slightly. Registration
- Catalog prices do not include duties, taxes or broker fees. These fees will be prepaid and added to your invoice (free domicile). You will be billed for these fees on your
original invoice if possible. If not, you will receive notification on your original invoice that charges will follow, and they will be billed within 30 to 60 days after the delivery of multiple color imprints may vary up to 1/16.” These variations and tolerances are within industry standards and therefore must be considered acceptable.

date. Export documents will reflect customer purchase price and will be provided at no additional cost.
Force Majeure
Payment terms No liability hereunder shall result to either party from delay in the performance or nonperformance caused by circumstances beyond the control of the party affected,
including but not limited to acts of God, fire, war, government regulation, direction, or request, accident, strikes or labor problems or shortage or inability to material,
All new customers are required to pay in full by credit card or check prior to commencement of production. Credit terms will be available upon credit approval ONLY.
NET 45-DAY TERMS ARE NOT PERMITTED. Payments not received by the due date are subject to a 1.5% per month late payment charge. First orders, custom orders equipment, or transportation, or by impracticability of performance, except nothing herein contained shall excuse the customer of its liability to pay for products sold, used,
retained, levied against or unaccounted for after said products are in its possession.
and large orders require a deposit or full prepayment. We accept Visa, Mastercard and American Express credit cards. American Express credit cards are subject to an ad-
ditional 3.9% service charge (5 business days will be added to production for all payments made with American Express cards).
- Credit card authorization form must be completed for the total order amount upon order confirmation. Failure to do so will delay the order and delivery date. Logo Disclaimer
Logos shown in this website, catalog, or emails are for illustrative purposes only. The logos do not imply endorsement and are not for sale except by authorized owner. By
- Payments made by check will incur production and delivery delays. (Production will begin once our financial institution releases funds).
- Shipping and delivery fees are included on only the applicable products listed on our website or catalogue. submitting order and artwork to CONCIERGE PEN the customer represents that the use or display of artwork will not violate any applicable laws or client restrictions.
Customer hereby agrees to hold CONCIERGE PEN harmless of all claims.
- Sea freight orders are quoted and billed FOB Vancouver or Long Beach. Local import and delivery fees are not included.
- Blind shipping will result in additional shipping and local delivery charges. Please call for details.
- RUSH orders require full payment in advance, regardless of possible preset credit terms. ARTWORK
Adobe Illustrator vector artwork is mandatory. Please save as an .eps or .ai file. Be sure to convert all text to outlines.
- Artwork services produced prior to receiving a PO require full payment in advance. A min charge of $150 net will be required and billed separately.
- Deposits and payments on approved orders are non-refundable. Unsupported art file formats: Adobe Illustrator and InDesign.
Note: Publisher and Microsoft Office programs (Microsoft Word, Microsoft Power Point, Excel, etc.) are not graphics programs and will not be recognized through the art
- COD orders will not be accepted.
acceptance process
Currency Logo Placement and sizing Information
All catalogue and online pricing is in Canadian funds. US clients are subject to a variable exchange rate, which can sometimes slightly increase or decrease the unit price
listed in our catalogue and/or website. Please note that all credit card payments will be processed in Canada, therefore the amount reflected on a US distributors credit card Unless a specific size is indicated on your purchase order, CONCIERGE PEN will determine the most appropriate size for your imprint. If no imprint area is indicated, we
reserve the right to decorate in the area most suitable for the artwork and method specified. *Artwork clean-ups, touch-ups, typesetting, or resizing will be billed to the cli-
statement will probably differ slightly due to the exchange rate and associated credit card or bank fees.
ent/distributor. Additional revised changes will be billed at $75 net per hour. Min. 1 hour of service will be billed.
Placing An Order Customer Approval Information
All orders must be submitted by e-mail on an official company PO form or company letterhead. Verbal orders or modifications will not be accepted.
The PO must clearly include the Distributor’s name, address, phone number, reference number, item number/name, quantity, unit price and required delivery date. Customer Approval
CONCIERGE PEN must receive your proof approval and must have shipping information before production commences. Once approval is received, any changes to an
Additionally, Item colour, decorating method, ship method, shipping address, ship date, in-hand date and any other applicable information must be included on your PO. If
an in-hands date is not clearly specified, we reserve the right to allocate a delivery date of our choice based on our standard delivery timeframes. order may incur additional costs and lead-time. The following proofs are available:
Please note that critical or rush delivery dates need to be indicated in BOLD in order for our order department to ensure prompt response times. We highly recommend a Online Proof can be viewed and approved instantly at no charge. Online proofs can also be converted into a PDF and forwarded onto clients.
Paper Proof (Only If Requested) Paper proofs are available upon request, and billed at $25 net plus related freight charges.
follow up call or e-mail to specify any urgent requests.
*Please note that PO’s indicating delivery dates requiring us to produce or deliver faster than our regular timeframes will automatically be billed additional RUSH fees. Pay- Product Proof When requested, a product proof can be provided, pending proof approval. Product proof costs may vary, therefore we encourage you to speak with your
sales rep for details. All product proofs are priced individually plus running charge, overnight freight charges, and applicable order setup charges.
ment will then be required in full.
If there is no price on the Purchase Order, standard catalogue pricing will be applied.
Changes to orders must be submitted in writing, referencing the purchase order number. Additional charges will apply if changes are submitted 48 hours after the initial Production & Shipping Information
Production time begins upon receipt of signed Order Approval Form. CONCIERGE PEN uses UPS and FedEx as standard carriers as well as for quoting purposes.
approval.
**Please note that any changes made on a Friday or before a holiday period will be subject to a 1 week delivery delay, over and above the standard delivery time frames** Catalog prices do not include duties, taxes or broker fees. These fees will be prepaid and added to your invoice (free domicile), provided we are shipping your order and
Specific delivery dates are not guaranteed prior to our standard allowable delivery time frames.
- If an order confirmation has not been received within 24-48 hours. In the event no confirmation e-mail has been sent, we ask that you please call to confirm we have billing you for the freight. You will be billed for these fees on your original invoice if possible. If not, you will receive notification on your original invoice that charges will
received your purchase order. follow, and they will be billed within 60 days. Export documents will reflect customer purchase price and will be provided at no additional cost.
If you wish to specify a carrier and account number for an international shipment, you will be responsible for customs clearance and ultimate delivery of shipment, as well
- Purchase orders and related artwork files should be e-mailed to orders@conciergepen.com
- Complete purchase order number, as generated on your PO form, must be placed in the subject line of order and art emails. as for duties, taxes and broker fees. You must provide broker information with your order (broker name, address and phone number). No discounts will be provided in the
event the distributor or client wishes to use their air carrier.
- Any Orders/sample requests submitted after 2 pm will not be processed until the next business day, unless a RUSH service fee is included and payment is received.
- PO’s held on stand by for more than 2 weeks will be deleted from our system.
- Delivery dates are approximate on all our standard airfreight orders. Drop Shipments
A charge of $25.00 (G) applies for each location, per release, plus additional freight costs. Drop ship addresses must be received at least 12 days prior to the scheduled ship
- Ocean freight orders will be assigned a very approximate delivery date which can change at anytime due to the many unforeseen circumstances related to Ocean ship-
ping. i.e.: Customs inspections, port congestion, destuffing, etc.. date. Call for lead times for drop ship requests over 10 locations. If there are more than ten shipment addresses, you must provide CONCIERGE PEN with the addresses
electronically in Excel file format or sent as an e-mail attachment. Drop shipment orders originating from Asia, are subject to higher charges, therefore please contact our
- Depending on the circumstances surrounding the order, a specific delivery date can be assigned with or without an additional shipping charge. (RUSH charges do not
guarantee a specific delivery date) sales department for details.
- If a Distributor requests that we bill the shipping and delivery charges to their account, and then refuses the charges or the account is invalid, we reserve the right to then Third Party and Customer-Designated Shippers
invoice the distributor the said charges, plus any additional service fee of $100 net.
If a delivery address is not provided on the Purchase Order, Concierge Pen holds the order for 48 hours before shipping the order directly to the Distributor’s office. The If you provide us with an account number for shipping, or designate a specific carrier, you assume responsibility for the shipment from the time the order is ready for
pickup.
Distributor will be responsible for any shipping modification charges, extended area surcharges (If applicable), returned shipments, refused shipments or any adjustments
made by the carrier. The said charges will then be billed separately to the distributor 10-30 days after the shipment delivery.
Special Shipping Instructions
Additional charges and lead-time may apply for special handling such as palletizing, using custom mailing labels, and special packaging requirements. Please call for lead
WE ARE NOT RESPONSIBLE FOR DELAYS CAUSED AFTER THE GOODS LEAVE OUR FACTORY. times. Any labels or packaging must be sent to CONCIERGE PEN prior to production. Please reference your purchase order number, company name and phone number.
Additional charges may apply.
Order Minimums
All imprinted orders require minimum quantities as listed throughout the catalog. Less than minimum orders are processed case by case due to the nature of some prod-
ucts. Please contact your customer care rep for details.
Order Cancellations
Orders can only be cancelled with written factory authorization prior to imprinting or production. If an order is cancelled after production has begun, Concierge Pen will
only reimburse 50% of the order.
Samples
Samples are available on most products and can be purchased at catalog EQP and payable by credit card. Sample orders received by 1 PM EST can ship same day if speci- CONCIERGE PEN
fied on order. Samples cannot be returned and are considered a final sale. Customers are responsible for freight charges on all sample orders. All samples are shipped via Canada Post.
At your service
Self-Promotional orders can be purchased at 20% off catalog EQP (1000 pcs) for the said chosen product. Full setup and running charges apply. These items are non-returnable or refundable. A
self-promotion is a method for distributors to generate sales using a CONCIERGE PEN product. Self-promotion discount only applies to the specific piece that is decorated with the distributor’s
name or logo only (the addition of other imprinted logos or names to the product will disqualify it from receiving the 20% off EQP (1000 pcs) discount). In the case of multiple items on one
order, only the items with the distributor name or logo are eligible for the self-promotion discount. For more information contact a dedicated customer service representative.
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