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Terms and conditions
Thank you for your business! Please read your invoice terms for the policies on refunds and exchanges on your custom-made items. XPA Gear does not currently offer refunds, returns, or exchanges for custom-ordered items.
DISCLAIMER/IMPORTANT NOTICE:
ALL CUSTOM/TEAM ORDERS PLEASE READ
1) All custom orders are given a 3-5 week turn time from the time the order is paid. However, most of our orders this past season have been shipping in 3-4 weeks. We can work with faster turn times if needed but there is a rush charge that is required for this. We also need to know this information before you place the order.
a) Size Kits available, ask your sales representative for information prior to placing an order. Same turn-times apply.
2) All custom “team store” orders ship in 15-25 business days (3-5 weeks) to the team store manager upon the team store's close date listed on the header of your team store site. Close dates are subject to change if minimums are not met.
a) Team stores are subject to longer turn-times if multiple orders are placed incorrectly, canceled, or altered after the store has closed. Individual orders placed after the cut-off are approved solely by the store manager, coach and XP Sales Team. All applicable taxes, fees, Shipping & Handling are charged in addition to the product.
b) Once the payment is received and order has been shipped, tracking information will be available on your account within 5-7 business days.
c) If you need additional shipping information beyond what is available, please contact your XP sales team at orders@xpagear.com for assistance.
d) We aim to ship the team gear when the entire order is COMPLETE at production, we cannot fragment shipments unless otherwise specified.
e) All orders are shipped within business hours Monday – Friday. The shipping provider information and tracking number are provided by the shipping carrier and will be provided when the product has been shipped. Orders are not released until the payment is received in FULL. *****The rate charged for shipping & handling is based on the weight, dimensions, and materials required for the product and your location. If you have any questions about your shipment, please contact us with your inquiries at the information listed on our website or directly via: orders@xpagear.com.
NOTICE REGARDING ART FILES
3) The customer agrees that our in-house color matching policy does not apply to graphics provided by 3rd party designs, such as TIF's which are considered NON-workable files. Meaning we cannot change or alter the colors. What is printed is directly a result of the colors inside the finalized TIF file.
4) If the customer agrees, we can recreate the art file at no charge, but it may result in up to* 7-10 working days to complete unless we are provided specific colors and working files.
5) Color changes, logo discrepancies, and changes to artwork and color output can affect the final due date. If you are receiving a supplemental order until your actual items are complete, you will be subject to pay a 50% charge to keep both items unless the supplemented or loaner items are returned to XPA Gear within 7 days.
6) XP Logos are permanent fixtures on artwork and used for company branding, and trademark purposes. We are unable to remove, distort or change the color of the logo on retail orders. When ordering large quantities, wholesale, bulk, and vendor ordering options available case-by-case.
7) Each retail order is custom-made and will take up to 15 business days to ship. Due to high demand masks, will ship in 7-10 business days at this time. Disclaimer: Our safety shield masks do not replace N95 or KN95 masks. This product will inhibit the transfer of droplets and help protect against microbial.
8) Once your order ships you will receive a confirmation with tracking if it is a retail order. Otherwise, all custom team orders will go to the team manager or coach for distribution.
9) Masks are not returnable/refundable/exchangeable due to hygiene and COVID-19.
10) ****All custom orders are final and not eligible for returns or refunds per XP's warranty guarantee, we will cover the cost of any defects in material or workmanship under normal use during the warranty period. We will repair the product at no charge using new or refurbished replacement parts. In most cases, we will repair at no charge, but there won't be any changes to the artwork, quantity, sizes, or names.
11) Elastic earpieces will be either white or black, depending on availability. All masks are sublimated over white fabric, the exterior is the only side printed in color, the interior will be white. If both sides are to be made in color, additional costs apply.
12) ***** On bulk orders, we do our best to keep materials the same and consistent, we cannot guarantee all future orders will be the same due to supply and demand and market provisions. Our products will continue to provide the same high quality and attributes will be similar but may vary slightly.
i) By approving the quote or submitting payment, you agree to have reviewed the quote and art proof and also double checking and agree with all the information on both the quote and art proof.
13) PLEASE NOTE:
14) The art proof is a representation of what your final product will look like. Art sizes/placements on proof may not be 100% accurate as placement can shift slightly based on apparel size.
14i) Attention: Purchaser Orders! (PO) submitted will serve as customer acknowledgment that you have read and accepted these invoice terms and artwork (PMS) approval. POs are accepted by XPA but invoices must be paid in full before shipments are released.
14ii) Once our team receives your Purchase Order, please note that the LAST mockup on the invoice is considered the final approved artwork and will be printed. Any changes must be made before submitting your Purchase Order, as we cannot make changes post-production. To ensure clear communication, please submit any verbal requests for artwork changes in writing or via text to the sales representative or artists at the time the mockup is sent for your approval. Thank you for your understanding and cooperation in this matter.
15) Please review apparel, artwork, logo-sizing, pricing, and ink colors for accuracy. (We are not responsible for typos, incorrect dates, Pantones, etc. so please review your proof thoroughly.)
15i) * Additional fees may include: multiple personalizations, larger sizes, and multiple art requests.
16) Colors may vary slightly depending on your monitor's color settings.
17) PMS color matching within one shade of callout is deemed acceptable.
18) PMS colors printed on dark/colored apparel will shift slightly. Technical fabrics sublimate worse than cotton shirts.
19) Approval via the attached link acts as your electronic signature. Any changes made after final approval are subject to delays/additional charges.
20) All apparel sales are final, canceled orders are subject to a 15% + restocking fee (excludes custom items, team gear, and mask orders aka non-stock items).
21) If approved by management, canceled custom orders are subject to a nonrefundable fee, 6% of the total gross of the order.
i) We do not provide additional applicable hardware or accessories for vinyl print items such as banners, wraps, or decals. The customer is responsible for sourcing these items.
22) Any custom order canceled with a 50% deposit will not be refunded.
23) The services will be completed, and delivery will be made in accordance with the schedule in the estimate, or as otherwise approved by the parties in writing.
23.i) All claims must be submitted within 30 days of receipt of the final order, a photo of the original packing slip must be included to submit warranty claims. Tickets submitted outside this window are considered void. Please visit xpagear.com > HELP > submit the correct form and have your order ID ready.
24) Though we do not require minimums, rush fees, low quantity fees may apply.
25) Changes in the specifications, quantities, schedule or other aspects of the services that are requested or approved by you do not become binding unless accepted in writing. Any such changes may result in additional or increased charges, and you agree to pay such increased charges.
26) Multiple application processes may cause slight color differences between the same colors. For example, a scarlet sublimation graphic may be slightly different than a scarlet twill graphic.
27) *XPA custom uniforms: we have taken extreme care in producing our color pallet which matches as closely as possible in each fabric. However, when these colors are printed as part of a gradient, they will sometimes not match as closely as a solid color. When we sent you a final mock-up for approval, please note that variations in printers and screen displays make it impossible for us to make sure we are displaying an exact match. The color in your garment may or may not resemble the color on your screen or print out.
28) Colors used in mock-ups are for display purposes only.
29) Customized items cannot be accepted for return for final color output not matching either the color displayed at the time the mock-up was confirmed, or not matching other items ordered.
30) Care of color-treated garments: wash with like colors, and tumble dry on low heat. DO NOT mix with bleach. Warranty is VOIDED if any fabric is washed or laundered. Any fabric issues must be noted to customer care with photos immediately.
31) All specifications are subject to change without notice.
32) The purchaser agrees that Colorado is the proper venue for a court of law.
33) For more information on returns please visit www.xpagear.com
Shipping Policy:
All orders are shipped within business hours Monday – Friday. The shipping provider information and tracking number are provided by the shipping carrier and will be provided when the product has been shipped. Orders are not released until the payment is received in FULL. The rate charged for shipping and handling is based on the weight of the product and your location. If you have any questions about your shipment, please contact us with your inquiries at the information listed on our website or directly via: orders@xpagear.com.
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