Customer information

GUARANTEE
All products made by our supplier are fully guaranteed for material and workmanship. All imprints and products are guaranteed to match the proof which you will be sent, within industry standards*.

ORDERING PROCESS
After placing your order, you will receive an email notification that we have received your order. You will receive instructions on how to send us your artwork and an order number. Save this number and include it with all communications regarding your order. Your order will be checked for product availability, artwork problems, delivery times, and any other items that might affect the production of your order. Here's how it works:

1)    You send us your order and email us the artwork (if you don't have art, we do the graphic) e.g. quantity, colour, imprint colour/s, font, wording required, phone number, wing-ding separator.

2)    You will be sent an invoice. Orders cannot be commenced until payment is received.
Orders may be either prepaid in full, or a non-refundable deposit of 50% is required for order to commence with balance due before order is printed.

3)    You will be sent a proof of your graphics and your order will be put into production.

Orders sent to us are considered final and approved. If you need to cancel an order you must do this in writing and cancelled orders are subject to service charges.

CUSTOMER RESPONSIBILITIES
It is important that customers understand their responsibilities to properly communicate deadlines and imprint requirements.
Note that if you spot an error with your graphic, it is your responsibility to notify us immediately upon receiving the proof. You must check your emails regularly when doing business with us. Don’t forget to check your Junk mailbox as well.

DETAILS OF IMPRINT
*Printing on lanyards is not printing on paper. The lanyard surface is rough and some detail will be lost compared to an actual computer graphic. Small lettering may fill in. Customers must understand this, especially when submitting small and detailed graphics.

PAYMENT INFORMATION
All custom printed orders must be prepaid.

SHIPPING INFORMATION
Every possible effort will be made to ship your goods in the most economical way given your in-hands date. Most orders will take 7 days for artwork approval, plus 10-14 days to produce. Shipping transit times are in addition to this. Orders can be held up during shipping and through customs and this is out of our control. For urgent orders we suggest you use the RUSH SERVICE.

If you have a deadline or event, you must specify it to us in writing on your order. This is very important so we can properly advise you on how we should ship them, etc.

All orders are shipped direct to you from the factory. Your order will leave the factory on or before any ship date we've specified in writing. In industry, "turnaround" refers to the date items leave the  factory, not when they arrive at a certain destination. We cannot be responsible for goods lost or delayed by common carrier, sea vessel, international or US Customs departments or by “acts of God”. It is the customer's responsibility to allow time for such contingencies and to order via expedited delivery (or air courier service) if needed.

Orders placed for slowest delivery time are placed with the understanding that no deadlines are guaranteed. We can only offer a shipping date, not a guaranteed delivery date.

All goods become customer’s property at the time they are accepted by the carrier.

ART SPECS
Artwork should be emailed to us immediately after you send an order.

Include your order number, name and phone number with the graphic so we know which order it goes with and can contact you if there are questions.

Allowable Image Formats: The very best is Adobe Illustrator in PC format. This is professional art and we don't expect everyone to be able to provide graphics in this format.
CorelDRAW - convert files into .eps before sending. In Illustrator, all fonts should be converted to outlines.

Other okay formats: .JPG, .TIF, .BMP, .GIF, are all acceptable but they must be large high resolution files (400 dpi or more). Images pulled off of websites are usually too poor quality and may incur a small re-draw charge. If all you have is a web graphic, send it to us and we'll see what we can do. Some

Not Recommended: Pagemaker, ClarisWorks, Microsoft Word, Powerpoint, etc.... When you send in these formats you are assuming that we have the same fonts you used. Otherwise, when we open these files, other fonts are substituted and what we see is different than what you sent. Better to fax the page and send us the original image file that you imported into the program. We can still accept these formats and sometimes it's better than nothing.

Sketches and Drawings: We can create your idea from a sketch ...usually for a nominal fee. Just fax or email the sketch.

Sizing: Unless otherwise requested by you, your image will be imprinted to the size that looks best, or is the largest we can on a particular item.

Proofs: Once your graphic is finished, we'll email you a proof so you can review it before we begin your order.

Mailing Artwork - Send to:
My Pet
PO Box 229
Lavington NSW 2641

CANCELLATIONS
Cancellations must be in writing and approved by us in writing. Cancelled orders will incur any charges which have been incurred by us up to the time of the cancellation.