“You get what you pay for, or we’ll make it right every time!”
Red Threads makes every effort to communicate realistic expectations regarding our products and services and we strive for excellence in all that we do. In the world of custom print it’s common for situations to arise where expectations are not met, or mistakes are made. We never promise perfection but we always promise to make it right. If we didn’t hold up our end of the bargain, please let us know and we’ll make it right for you!
Red Threads Responsibilities:
It is Red Threads’ responsibility to communicate all aspects of the custom job back to you (the customer), to make sure we have an accurate understanding of your custom order. We will do this by capturing all the order details on the invoice, image mockups, and online store details.
We do not begin production any order until we have thoroughly communicated art, print, and garment, and delivery expectations, and you (the customer) have approved the invoice order details and final art approvals. The customer’s payment on an invoice serves as an approval that everything we have communicated regarding the order is correct, and we may proceed with production on the order as it is expressed in the invoice, image mockups, and online store receipt details.
We will print up exactly what is expressed in your invoice, image mockups, and online store receipt details.
If there were any details or expectations communicated by Red Threads and we did not deliver them, please let us know and we will make it right.
If there were any important details or expectations not communicated by Red Threads that resulted in issues or disappointments, please let us know and we’ll make it right.
If any errors were made by Red Threads that did not meet the expectations for the order, we’ll make it right.
Customer Responsibilities:
It is the customer’s responsibility to make sure that the information in all of Red Threads’ communications meets their expectations.
If the customer receives a communication from Red Threads that does not meet their expectations, it is the customer’s duty to inform Red Threads so that necessary changes can be made, or realistic expectations can be communicated.
It is the customer’s responsibility to make sure that all of the sizes, quantities, colors, and all details expressed in the invoices and online store work orders are correct according to the customer’s expectations.
It is the customer’s duty to double check all art approvals for correctness before printing. This includes color correctness, art placement, spelling, garment colors, garment details, and art details. We will print up what you approve. Even if Red Threads makes an error in communication while building the order, we will have no idea that we made an error unless we are informed.
If an error is made by Red Threads, it is the customer’s responsibility to inform Red Threads within 30 days of receipt of the order for resolution. We certainly want to take responsibility to make the situation right, but we have to draw the line somewhere so we aren’t taken advantage of
No two situations are the same.
If you feel like the information above does not help you, please reach out to us and give us the opportunity to out our heads together and figure out a winning solution for you.