TERMS & CONDITIONS
COUPON CODES USE: Coupon or Seasonal Offers codes cannot be combined with any other offer. Offers are for a limited time. TWP has the right to activate and/or deactivate the code or promo without further notice. Coupon Codes can be applied for products according to advertising available on the website (specific products or all products). Discount will be applied on product price only, doesn't apply to shipping prices.The maximum discount per usage is CAD $500.00. Coupon codes cannot be used on quotations.
REWARD POINTS: Reward Points or Coupon Expiry in (12)* months. TWP has the right to activate and/or deactivate the Reward Points without further notice. TWP IS NOT responsible for expiry points and/or coupons. Clients Responsibility: To check and utilize the reward points or coupons before expiry. USE OF COUPON CODES: Coupon codes cannot be combined with any other offer and/or quotations. Coupon codes are automatically generated by the system, they must be generated according to the value of your order: (e.g.: check the total purchase amount and create the coupon according to the total amount, as any extra amount will not be refundable).
If a customer finds an identical product with a lower price from a different trade printer/competitor, he will then be able to submit a form/quote requesting a Price Match. The customer will be asked to provide a screenshot showing all the details necessary to match the price including the name of the product, quantity, size, colour, stock, and any additional finishing and details. The screenshot must also contain the date of the research.
Once a customer submits a file requesting Price Match, TWP will review and reply within 1 business day. Price match does not guarantee and if TWP for any reason cannot match the price, is still possible that the customer will get a better offer considering our own price. We reserve the right to match or not any price advertised by any competitor.
TWP has the right to cancel a Price Match without further notice at any time before the actual order for the price match has been placed. No coupon code and/or any other promotion can be combined with Price Match. Price match is valid only for the product’s price; TWP does not match shipping/delivery charges and fees.
TWP guarantees quality in all processes of its responsibility, from the purchasing system to the production of the printed products and delivery to its recipient, once the criteria presented in this term are followed adequately.
Furthermore, all information related to any of the services provided by TWP will be described in this term, as well as the company’s and the client’s responsibilities, which the client has to obey from the moment one chose to register on the website.
The deadlines presented in this term are just forecasts, in other words, the following information is based on periods normally administrated in the company’s operations.
Thus, there can be differences in deadlines presented to the client as the forecast and as the actual deadline.
There are four variables that compose the period between the purchase and the delivery of an order.
Payment: the production of the order can only begin once the payment is confirmed in our system.
File quality approval: all files sent go through file checkage, done by our prepress department, which approves them to proceed with the printing process. In case any errors are found, the department responsible will be contacting the client requesting that they correct and resend the files, or request permission to correct the client’s file. Only after all the errors were corrected, the file will proceed to production as intended.
That way, it is possible that, even if the payment is confirmed, the material won’t proceed to production right away.
TWP's prepress department DOES NOT CHECK THE ARTWORK AND DESIGN OPTIONS, the department takes responsibility for only checking and reporting file errors that would hinder and impair the printing process.
TWP IS NOT responsible for information errors and mistakes, such as incorrect phone numbers, e-mails, and addresses present in the client’s design.
ATTENTION: While sending files and approving the submission of these said files through the system (selecting the option "IMPORTANT: I have verified that spelling and contents are correct. I am satisfied with the document layout. I understand that my document will print exactly as it appears here. I cannot make any changes once my order is placed and I assume all responsibility for typographical, formatting, and design errors." During the process of file submission), there will be no file quality approval done by the Prepress department, therefore, the files will be sent to the production phase directly after the payment confirmation, that is if the order is placed before the informed cutoff time. If the payment is confirmed after the said cutoff time, the order will proceed to production only on the next business day.
Production: After the payment confirmation and file approval, the order will enter production status. The turnaround can change according to the product acquired. For more information on turnarounds, please check the topic “Turnaround” present in this term.
Delivery: the estimated delivery may vary depending on the transport mode chosen in the purchasing process.
Any legal action or proceeding relating to or arising from your access to or use of this website shall be instituted in Ontario. You agree to submit to the jurisdiction of Ontario courts and agree that the venue in these courts is proper in any such legal action or proceeding.
For orders in which the payment was made between Monday and Friday after the cutoff time, the turnaround starts as of the next business day,only if the files submitted are approved by the Prepress department or if the files submitted were in format with the client’s authorization to print through the Preflight system. On the other hand, for orders in which the payment is confirmed days after the order is placed, the production will start only after the confirmation, following the standard processes of file quality approval the file will be ready for production.
Normally payments with either credit card or PayPal are processed immediately. If your payment doesn’t go through, please contact your cardholder and our customer service to solve the issue.
In cases related to refunds or credits released to the client after the management’s approval, the period of analysis from the finance department is from 3 to 5 business days.
The turnaround time of each product available on the website is specified on the page related to the item obtained, described in the“ My orders” and also on the “ View details ” page.
For orders with more than one item, the turnaround will be estimated according to the turnaround of the product with the longest production time. Therefore, if there is urgency for a specific material, we advise the customer to order the item separately from the remaining items that may require a longer turnaround, in order to meet the final client’s deadline.
In case of unexpected events with the production, TWP reserves the right to decide whether the order will be separate or not, in order to not compromise the delivery of the remaining items from the same order.
For each additional finish acquired, there will be added 1 - 2 business days to the turnaround.
The turnaround can be recalculated in the following cases:
Pendency regarding the purchase process
Submission of files with problems
Unexpected problems with production were noticed by the quality control department.
ORDER SHIPPING AND DELIVERY
The order’s delivery forecast can vary depending on the region where its due to be delivered. Regardless, independently of the chosen shipping option, while selecting it, during the purchasing process, the estimated delivery of the materials will be displayed.
To monitor the delivery status, the client must select the order on the “My Orders” page.
TWP does not take responsibility for problems, damages, losses, or delays during transport when using a third-party company/service or international customs issues, or any other circumstances.
Unexpected equipment failure, malfunction, and or technical problems may delay the printing process. In case of delay caused by technical difficulty, rush charges/fees will be refunded or waived where applicable. However, technical difficulty will not be the grounds for order cancellation.
Attention: When a package is returned to TWP due to an error made by the customer in submitting the proper shipping address, TWP will reship the package with the corrected address and charge an additional shipping fee for the shipment.
Custom Orders: Please note that our Free Local Delivery does not apply to custom orders. Price quotes exclude shipping costs.
Please ensure that if you choose a residential address as your delivery address the carrier will typically not require a signature at the time of delivery and the package may be left at the address.TWPIS NOT responsible if you choose a residential address as your delivery address.
If, after placing an order, you wish to submit your own shipping labels by using a third-party company/service for the pickup of your order, you may do so up until the time the order is ready for pickup. For each request, an administrative handling fee of at least Ten Dollars ($10.00) and other charges may apply. You consent to these fees and charges and an online payment request will be sent.
RETURNS AND REFUNDS
In case the client determines that there is a problem with the material, regarding the printing quality, quantity, and such, the client must contact TWP (through telephone, message via the website or e-mail to email@example.com) requesting that the process of contestation be initiated. The client has a period of 10 business days, from the delivery date, to request the contestation. Once started, there will be an analysis to determine whether there was a flaw in the production.
The client can follow up on the process by accessing “My Orders” Updates are provided to complainants during review processes. the client has a period of 7 days to access the order and describe the situation in the indicated area and attach one or more pictures, with at least 10 pieces of the problematic material, in order for it to be analyzed.
After the information is attached, TWP has a period of 3 business days to analyze the case and contact the client.
There can be requested More pictures or even a short video to assist in better analysis. On these occasions, the client will be contacted through the telephone, e-mail, or a message through the website.
In case the problem cannot be analyzed through photographs – like a problem of incorrect stock, for example -, it will be necessary that the client returns the material (only the problematic item, not the whole order). In this case, the shipping and handling of the returned material fall on TWP's responsibility.
In case the client doesn’t return the calls/messages or doesn’t obey the periods determined for each step in the period of 7 days straight, the contestation process will be expired automatically.
It is necessary that the client keep the material until the end of the process.
If by the end of this process, an error is recognized, for the refund to be granted, the client must return the entire product in question.
Attention: Our credit payment option cannot be combined with any other payment method. Offers are for a limited time with a full refund. TWP has the right to activate and/or deactivate this option without further notice. Orders or Items are eligible for cancellation upon request on the website until the order status changes to " PRODUCTION" subject to applicable cancellation charges. If a job is cancelled charges for any labour hours (proof, file adjustment, etc.) or administrative fees (credit card fees, etc.) will be subtracted from your credit. In cases where a job is already imposed but cancellation may still be possible, a minimum cancellation charge of $25 per job is required. Once the order has been placed successfully, No Refunds are issued for file adjustment services. Using the credit option must be used at the time of purchase or the bonus will not be credited.
CANCELLING ORDERS AND/OR ITEMS
Orders or Items are eligible for cancellation upon request on the website until the order status changes to PRODUCTION, subject to applicable cancellation charges. A store credit or credit card refund will be issued with a value equal to the cancelled job(s). If a job is cancelled charges for any labour hours (proof, file adjustment, etc.) or administrative fees (credit card fees, etc.) will be subtracted from your credit. In cases where a job is already imposed but cancellation may still be possible, a minimum cancellation charge of $25 per job is required. Once the order has been placed successfully, No Refunds are issued for file adjustment services.
The act of cancelling an order, an item, or multiple items, can be done by the client themselves through the website (accessing the page “My Orders” and then selecting the order), only if the status is still not in production. It’s also possible to request that an order be cancelled through other contact channels, such as telephone, e-mail, or messaging systems.
It is not possible to cancel an order/item if it is already in production.
For orders/items cancelled before it starts the production process, it will be refunded the value referred to the total price paid for the order/item, including shipping costs, when/if there is the payment of this fee.
Regarding refunds, there are two options, available for the client to choose from, for the value to be refunded: on the credit card or in-store credits.
The period for the refund to be made can vary depending on the cardholder.
TWP reserves the right to reproduce materials, whenever the Quality Control department notices any error or problem that can compromise the quality of the material in question. In this case, the production will be restarted.
when started the reproduction of an item is, the order’s status displayed on the website will be “Reproduction”.
In case of divergence notice by the client when receiving the material, they must contact TWP through the contact channels, requesting the beginning of a contestation process.
Client's Responsibility: Download the template/guidelines related to each product they want to order, respecting the guideline instructions during the art creation process.
Attention: Before sending your file(s) remember to erase the guidelines from the finished art file, to avoid overprinting with the guideline information on the final product.
Sending files that follow guidelines: These guidelines consist of: the colour mode always being CMYK, outlines, images, bitmaps, textures all in CMYK, fonts converted into curves/outlines, adequate treatment of effects and lenses, avoiding the use of “registration black” and any other criteria specified in the company’s instructions.
Guarantee Eligibility: It is on TWP's behalf to guarantee and assure the quality of exclusively the processes regarding printing, coating, and finishings done in their own printing plant. TWP IS NOT responsible for information errors and mistakes, such as incorrect phone numbers, e-mails, and addresses present in the client’s design. For files submitted through preflight, TWP IS NOT responsible for information errors or file problems, such as file guidelines, art dimensions, and other problems regarding the client’s design. Production errors stemming from these circumstances won’t be accepted as a matter of reprinting.
CONDUCT OF USERS You agree that you will not: transmit via or through the Site any information, data, text, files, links, software, chat, communication, or other materials that are or TWP considers to be unlawful, harmful, threatening, abusive, harassing, defamatory, vulgar, obscene, racially or ethnically hateful or otherwise objectionable; attempt to transmit any "virus," "trojan horse" or other software destruction or disruption device; intentionally or unintentionally violate any applicable local, state, national or international law, including but not limited to, any regulations having the force of law while you are using or accessing the Site or in connection with your use of the Site, in any manner; and invade the privacy or violate any personal or proprietary right (including intellectual property rights) of any person or entity.
Delivery/Shipping/Pickup For your security and protection, it's best to have someone available to sign for your order between the hours of 9 am and 5 pm, Monday through Friday, excluding holidays. Our drivers' delivery routes change from day to day so there is no way to determine the exact time your order will be delivered. The driver will decide whether or not to leave the order unattended. Only one delivery attempt will be made. If delivery cannot be made, your order will be returned to our facility and your order status will be changed to <Ready for pickup> Please be aware Free delivery (GTA) is a courtesy service. TWP is not responsible for delays and/or damage incurred during shipping. If the order status is <Ready for Pickup> you’ll be notified by email. Customers will have 15 calendar days to retrieve materials. If more than 15 calendar days elapse the order is considered abandoned and TWP has the right to discard materials unless otherwise agreed upon in writing.
OVERRUNS AND UNDERRUNS: Variations and inconsistencies can occur when it comes to the delivered quantity. If the variation is around 5%, for example, if the client orders 1.000 business cards and receives around 950 or 1.050 pieces, that number is inside the company’s inconsistency margin. It is highly recommended to select "Package" while possible or available when placing an order to avoid variation in quantity. Therefore, TWP exempts itself from any responsibility regarding that matter.
COLOR PROOFING AND MATCHING: TWP does not have colour proofing available to the client. Therefore, the colour and/or coating can vary from printer to printer, making it impossible to guarantee the colour and/or coating fidelity between different batches and/or between us and other companies. However, TWP does not guarantee colour and/or coating matching. Unfortunately time to time there is a misrepresentation of colour due to soft proofing because of the calibration of one monitor to another. Every Spot Gloss printed material can have a small variation in the process, normally a few millimetres.
TRIMMING AND FOLDING: TWP is not liable for up to 0.0625" of trimming and folding variance on each side. Every printed material can have a small variation in the cutting process, normally a few millimetres. Although, it is possible to reduce this situation by following the guidelines, and observing the safety line, cut line, and bleed line, to avoid unwanted results.
Whenever there is a problem with the submitted files, the prepress department will be contacting the client through a call, email or message, in order for the corrections to be made and the file resent.
TWP IS NOT responsible for information errors and mistakes, such as incorrect phone numbers, e-mails, and addresses present in the client’s design.
For files submitted through preflight, TWP IS NOT responsible for information errors or file problems, such as file guidelines, art dimensions, and other problems regarding the client’s design. Production errors stemming from these circumstances won’t be accepted as a matter of reprinting.
If the client makes a complaint, TWP reserves a period of 3 business days to contact and reply to the client.
The prices applied by TWP are available for consultation on the website.
Changes to the pricing can occur without any previous notification, due to the fact that we cannot predict sudden changes in the cost of production and such.
The issuing of an invoice can only be made in name of the owner of the account or in name of the company, making it prohibited to issue an invoice in name of a third party.
It is on TWP's behalf to guarantee and assure the quality of exclusively the processes regarding printing, coating, and finishings done in their own printing plant.
However, in cases where the client decides to make changes to the acquired product afterward (additional finish or reprinting, for example), the client themselves become totally responsible for the quality of the product.
At TWP website – specifically on the instructions page – displayed a series of information regarding a multitude of subjects involving all steps of purchase, from creating your artwork, choosing the perfect product, and sending the files, all the way until you receive the acquired products, in order to avoid problems and to provide the clients with a satisfactory service and more. Customers must be aware that all the products available on the website have a gallery with images that are for illustrative purposes only.
TERMINATION - TWP may, in its sole discretion, terminate or suspend your access to all or part of the Site, for any reason, including, without limitation, a breach of these Terms and Conditions. In the event these Terms and Conditions are terminated, the restrictions regarding Materials appearing on the Site, and the representations and warranties, indemnities, and limitations of liabilities set forth in these Terms and Conditions will survive termination. In the event that you are unsatisfied with the services provided by TWP, your sole remedy is to terminate your use of the Site.
If you have any questions or doubts that were not clarified or answered on this page or in the instructions available on the website, we advise you to contact TWP Customer Service to seek assistance at firstname.lastname@example.org
These Terms and Conditions were last modified on September 01, 2022. TWP may revise these Terms and Conditions from time to time by posting a revised Terms and Conditions on our Website. We reserve the right to modify these Terms and Conditions at any time, so please review them frequently.
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