Credits, Returns & Remake Policy

Credits, Returns & Remake Policy

Carrier Delays

If FedEx, UPS, or another carrier delays delivery for any reason:

  • High Caliber is not responsible for expediting freight or remaking the order at our expense.

Incorrect Shipping Account Used

If an incorrect shipping account is used:

  • High Caliber will attempt to have FedEx or UPS rebill the correct account when possible.
  • If the rebill is successful, High Caliber is not responsible for any additional charges.
  • If freight charges post to High Caliber’s account:
    • The customer must provide documentation showing what the correct freight cost would have been.
    • High Caliber will issue a credit for the difference only.
  • Freight is never credited in full, and free freight is not provided.

Truck Freight Shipments

  • Truck freight requires up to two (2) additional business days to arrange pickup.
  • If the trucking company cannot meet the delivery date or fails to pick up:
    • High Caliber is not responsible for expediting freight.
    • High Caliber will not cover additional freight costs.

Freight Expedited at High Caliber’s Expense

If High Caliber agrees to expedite freight at its own cost:

  • The shipment must be billed to High Caliber’s freight account, not a third-party account.

Defective or Misprinted Products

If a product is defective or misprinted due to a High Caliber or supplier error:

  • High Caliber will replace the product or issue a refund, based on the situation.
  • If missing or defective quantities are under 10% of the total order:
    • A credit only will be issued.
  • If missing or defective quantities are over 10%:
    • High Caliber may offer a redo or a credit.
  • Proof is required and may include photos, samples, or (in some cases) the full quantity.
  • Returning a full order requires manager approval.
  • All redo orders must be approved by a High Caliber manager.

Order Quantity Variance

If an exact quantity is not specified and paid for:

  • High Caliber may ship up to 5% over or under the ordered quantity.
  • Overruns will be invoiced, even on prepaid orders.

Packaging & Box Dimensions

  • Box sizes shown on our website are not guaranteed.
  • Orders shipping in less than full case quantities may require different box sizes.
  • If factory boxes arrive damaged, they will be replaced.
  • High Caliber will always select the best available replacement box.

Artwork Waivers

If a customer approves artwork that includes a specific waiver and later requests a redo for the waived issue:

  • High Caliber is not responsible for a credit or remake.
  • This is the purpose of the waiver.

Artwork Proof Approval

Once a customer approves an artwork proof:

  • High Caliber is not responsible for a credit or redo, even if an error exists in the approved artwork.

Freight Estimates

  • Freight estimates are subject to a ±10% variance.
  • Credits may only be issued if:
    • Freight exceeds the 10% variance and
    • No other details changed (shipping method, address, quantity, split shipments, etc.).

Products with Expiration Dates

  • Products with expiration dates cannot be returned if the expiration date is more than six (6) months out.
  • No refunds or discounts are available for these items. 

Product Color Disclaimer

  • Website images should not be used to match product colors.
  • Screen colors vary and will differ from actual items.
  • Free samples are available and recommended for color accuracy.

Order Delays Caused by Customer

If artwork approval, responses, or required information are delayed by more than 48 hours:

  • The ship date will be adjusted to allow:
    • At least three (3) full production days, or
    • Two days less than the standard production time, once all approvals are received.
  • Alternatively, the customer may:
    • Pay a rush production charge, or
    • Pay to expedite freight.
  • High Caliber is not responsible for expediting production or freight when delays are not caused by us.
  • When doing a digital photo, production start AFTER, approval.  We are not pulling stock until the order is approved.  We need at least 3 business days or 2 days less than the production time if the standard production time is more than 5 business days.