ORDER PROCESS
- You can place the order online, or you can fax or email.
- Orders can be sent along with the artwork at orders@metro-textile.com.
- After receipt of the order, we send a confirmation or a conflict, if any within 24 hours (or one working day).
- If there is a rush order or an order with a FIRM In-Hand, we request our customers to call after sending the order. Also make sure your PO has all the required information.
- Till you don't get a written confirmation on the Ship Date, it's not considered to be confirmed.
- VERBAL ORDERS (Orders on phone calls) are not accepted. We need orders in writing with all the required details to be sure and avoid any mistake / confusion.
PRODUCTION TIME
Production time depends on the product and order quantity. Pre-production or any special requirement could delay the final ship date. Therefore please call customer service for any such possibilities.
- Blank orders are shipped within 1 to 2 business days. As we have our merchandise in several different distribution centers in the U.S. therefore cut off times to ship same day is different for different products. Cut off time to ship same day depends on the product, but it ranges from 12pm Central Time to 3pm Central. If order is shipping on one or more pallet(s) then it could take up to 1-3 days to ship. (Depending on the item and order size).
- Printed orders with the quantity of up to 5,000 pcs are shipped at least in 5 to 7 business days after art approval (it could vary depending on the time of the year we are in). For some of our products production time ranges 10-15 working days. Please contact customer service to get production time quotation. Rush service available, fees may apply – call for details.
- Printed orders with quantity more than 5,000 pcs would ship in 7-12 working days or more; depending on product and time of the year. Please contact customer service to get production time quotation. Rush service available, fees may apply – call for details.
- Allow additional 7 days for heat transfer printing process.
- Requests for faster delivery will be reviewed and confirmed by our customer care specialist.
REPEAT-ORDERS
- Orders placed within a year do qualify for repeat setup charges. Regular setup charge shall be applied for orders placed after 12 months.
- For repeat orders, please indicate your original PO number or invoice number and complete order information (product, quantity, logo name, etc.) and copy of the artwork for verification.
- If e-proof is required on repeat orders, please do mention that on the PO.
- Product colors may vary among dye lots. For repeat orders if color match is a must requirement, we urge to order samples first to verify current shade in stock before placing repeat orders.
- Exact color matching of PMS on re-orders can’t be guaranteed.
- Exact color matching on fabric dye (on custom orders) can’t be guaranteed.
- We reserve the right to substitute product of equal or better specifications.
PRE PRODUCTION & SPEC SAMPLES
Pre-production samples are made upon request. For most of our product category pre-production charge is the EQP price plus regular setup charge(s) plus pre-production charge. Call our customer care specialist for the pre-production charge. If pre-production sample is part of the PO, then there will not be any extra setup charge. But if pre-production is made before the PO was placed, then there might be repeat screen / setup charge additional on the order. Do call for details on the pre-production charge item wise. Call for pricing on items decorated with Heat Transfer.
ACKNOWLEDGEMENTS
- All printed orders will be acknowledged by fax or email. Please review carefully and confirm all details. Standard orders will not be released for production before receipt of approval.
PAYMENT METHOD
- All accounts are pre-paid unless pre-approved by Metro Textile.
- If a customer is not approved for net terms, their PO will remain on HOLD till pre-payment is secure. Our system will not allow us to even hold / secure the product; till payment is in our account.
- Net 30 terms available with references, do ask our team for the form to be filled out.
- Metro Textile reserves the right to request pre-payment on orders.
- We do accept all major credit cards, Visa, Mastercard, American Express & Discover.
- Payments not received by the due date are subject to a 1.5% per month late payment charge.
- First time orders, custom orders and large orders may require a 100% pre-payment or at least 50% deposit before order could be processed. (Depending on the item and order size). Please do contact our customer service for further information.
- Credit application is available on website or may be requested from customer service.
- After processing your credit application, terms and credit limits will be determined by our concern team.
- If customers on Net Terms choose to pay with credit card at the payment due date, there will be a 4.5% credit card processing charge.
- Dishonored or NSF checks will be subject to a $75.00 fee (V)
SPECIAL PACKAGING/ TAGS
- Special packing and tags on each product can be done / arranged. Do contact customer service for pricing on each situation.
MINIMUM ORDER
- For most of our products there is no minimum on blank merchandise.
- Some of our products, such as rally towels /sports towels / bandanas are sold in dozens only; if sold blank.
- All orders with the value of $62.50 (V) (before freight) or less will be entitle of a handling fee of $12.50 (V) per order.
- For decorated orders, if order size is less than minimum, then LTM (less than minimum) charge will apply. Please do contact customer service to get the charges.
SAMPLE POLICY
- Sample orders are required in writing (fax or email).
- Email us at vendors@metro-textile.com and fax at 1888-672-2091
- On all sample orders we do require a UPS Shipper number along with billing zip code.
- Generally all samples ship next day, for same day sample shipping please do mention that on your sample PO.
- Samples are free of cost (FOC), if only one pcs per item per colors is ordered & if blank sale value of that item is less than $12.5 (V). More than one sample could incur cost.
- Samples may be blank or random.
- Sample orders totaling more than $12.5 (V) and/or shipper number is not supplied require a credit card payment before order processing.
- Unless specified, we reserve the right to ship by most beneficial method.
- If decorated samples are sent it will be with Random art, unless specific requests are received; charges may apply.
- In some cases we might not have decorated sample, it might take 3 to 7 days or longer before we could send a random decorated sample.
- If specific decoration is needed, charges will be applied. Please call customer service for charges.
- Samples in good condition may be returned within 30 days for a full credit (less freight).
- Samples returned in a manner other than its original form will NOT be credited.
- There might be a charge of $15.60 (V) per box (additional) for all samples sent via Fed-Ex.
RUSH SERVICE
- ** Metro Textiles production time begins after Art Work and payment approval **
- Only the standard number of imprint colors/positions is possible in rush orders.
- Once Rush order is sent via fax or email, we urge you to call us and inform one of our representatives about the rush order sent. Otherwise there is a possibility the order goes in the regular queue.
- If it's a Rush Order, 1 day or 2 day ship after order placement, we will send the proofing but if approval is not given in 3 hours’ time, production will move forward and we will not be responsible for any dissatisfaction.
- Also all Rush order PO's or email should have a clear instruction of Priority with Required IN-HAND Date or Ship Date.
- For all rush orders we need a good contact number of the personal handling the order at your end. A cell phone number is preferred which will not be used after this order, if notified.
- In some Rush orders proofs could be waived, depending on the product and the time provided for the order / production.
- Art file has to be correct, vectorized and in the right format.
ERRORS IN ORDERS
- In case you receive an order which is not what you have ordered, we will be glad to replace the merchandise upon receiving back the original goods.
- If you want us to ship the order before return the original order, this will be considered a NEW ORDER and you will be charged for the 2nd order. Your account will be credited once we receive the merchandise back.
ORDER CHANGE
- Any changes made to an existing order after received at factory must be confirmed in writing via fax or email. Order changes may delay delivery.
- All orders are considered firm order at the time of placement. Any addition to orders already placed will be treated as a new order and might be billed and ship separately.
RETURNS
- Factory authorization number must be obtained in writing prior to return of merchandise for any reason. Blank merchandise is subject to a 25% restocking fee with a minimum of $43.75 (V). No returns will be accepted 30 days after shipment. All blank goods must be inspected and verified as the correct product before decorating. No returns or claims will be accepted once the goods are decorated.
CANCELLATION
- All cancellation must be in writing.
- If an order is cancelled after its been pulled from warehouse and packed for shipping or for printing/embroidery; whether the merchandise is shipped or not there will be $43.75 (V) or 25% restocking fee, whichever is greater, applied to the account.
- Once order is processed into production (printing or embroidery) order cannot be cancelled.
- Customer will be responsible for all embellished pieces + screen charges + setups and/or digitizing cost and any other cost that might occur tangible or intangible incurred as of cancellation date.
- There will be restocking fee or last moment change fee.
- Once we go through any process of alteration (i.e. grommet / hooks, trifold etc.) the order will not be cancelled or returnable & sale is considered FINAL.
CLAIMS
- Damaged/Defective/Misprinted or any other quality issue in merchandise, all CLAIMS must be inform to customer service department within 7 days of receipt of merchandise. Failure to do so will void all claims!
- Returns must include a valid return authorization number. Blank merchandise is subject to a 25% restocking fee along with Freight and C.O.D. charges.
- It is the responsibility of the consignee to inspect for defects as well as style, color, size and quantity of the shipment PRIOR TO DECORATING. Metro Textile cannot take any responsibility once goods are decorated. No returns or exchanges will be accepted on decorated and/or washed merchandise or after any alternations. Goods has to be in the same condition as shipped to qualify for any claim / exchange / return or credit.
- The credit process for returns is normally 2 weeks.
- No returns will be accepted on special order items, closeouts and discontinued items.
- Special Drop Ship Order Items are NOT RETURNABLE OR EXCHANGEABLE.
- Damaged shipments must be reported to the UPS driver or noted on the Bill of Lading at the time of receipt.
OVERSEAS PROGRAM
- Overseas program is always an option in most of the products we carry. It gives liberty to our customers to buy same products that we carry in stock at a much lower price.
- Most of the product range can be customized with a small MOQ.
- Some of our product line we can also ship from the factory in 7 days with customization. Please do call customer service for details.
FOB POINTS
- FOB points varies by product & warehouse.
- We do ship from GA, TX, NJ, CA, IL & FL.
- Please do call our customer service team for further information.