Here at Screenlab, we have a certain pride that stands behind the products, prints and service we provide. And whilst we will always strive to uphold our standards with every order, please understand that there are certain circumstances beyond our control in which we cannot be held responsible for. These are:
All purchases are made-to-order, so please examine your designs, product choices and size breakdown carefully and correct any mistakes prior to placing your order.
In an effort to keep costs down and pass substantial savings along to our customers, Screenlab does not proof designs for approval prior to processing. We do however offer a ‘Proof Add-on’ upon checkout at an additional cost if you would like total peace of mind.
The print method used for your job will be at our discretion. We have the ability to screen print or direct to garment (DTG) print, however the final choice of print method will be made by Screenlab after considering quantity, colours in print and turnaround time required for your job.
Our basic rule of thumb;
If you have any concerns around how your job will be printed, please contact us to discuss options prior to placing your order.
Screenlab does not create artwork for customers. Screenlab requests that all customers provide the necessary digital art files for their print. The customer is responsible for creating the art and Screenlab is not responsible for generating or editing customer art. The customer is also responsible for the quality and resolution of the digital art. Screenlab reserves the right to deny printing services on the grounds of inadequate art quality or image resolution. Screenlab may decide to use an image that does not comply with the art guidelines, but Screenlab is not responsible for any negative outcomes caused by that art.
For detailed information, please click here to view our Artwork Guidelines page.
CHANGES & CANCELLATIONS
To keep up with our turnaround promises, we move FAST! Orders are processed and stock is ordered almost immediately, leaving a very short window of opportunity to accommodate for any changes, so please be sure of all items and order information prior to submitting.
At times, our suppliers may be out of stock in a certain style/colour/size. If you have placed an order that includes an out of stock item, we will follow the below procedure;
RETURNS & REFUNDS
All returns claims are subject to approval by Screenlab. Returning goods to Screenlab without official authorization of the return will not be recognized and will not be eligible for a refund or credit to the customer account.
Reasons for Screenlab to authorize a return may include:
incorrect garment color, incorrectly sized artwork, incorrect colors in the art, or missing garments. These reasons must be present in over 2% of the delivered garments, and must be the direct fault of Trust Printshop. If a return is approved, Trust may award the customer a full refund of the invoice, a credit to the customer account, OR a reprint of the merchandise free of charge.
These Terms and Conditions apply to Screenlab and all associated affiliates or subsidiaries. Screenlab reserves the right, at its sole discretion, to change, modify, add, or remove portions of these Terms and Conditions at any time for any reason. It is the responsibility of the customer to check these Terms and Conditions for changes. Any continued patronage of Screenlab services following the posting of changes will indicate that you accept and agree to any changes made to these Terms and Conditions by Screenlab. By initiating the order process with Screenlab, you are agreeing to adhere to the following terms and conditions.
The Trust Printshop art department has all decision making powers in regards to editing, separating, and printing the customer’s art with the goal of matching the print as closely as possible to the customer’s approved mockup. Such decisions may include, but are not limited to: making changes to the customer’s art, changing the original colors of the art, adding or removing an underbase, changing the ink type, and/or changing the amount of colors in a print. Trust is not required to inform the customer or seek approval of any change made in the interest of matching the approved mockup or improving the quality of the print, unless the change will affect the customer’s cost. The customer may make specific requests regarding their art such as specific pantone colors, specific print size, specific print placement, or a specific printing technique. Trust Printshop is not obligated to abide by customer’s requests and may refuse to comply to a request for any reason. Trust Printshop is not responsible for a failure to perfectly match a customer’s request. Trust will attempt to inform the customer if any of their requests may cause a problem, but by making a printing or art request, the customer is taking responsibility for any issues caused by that request.
Trust Printshop prides itself in its high quality screen printing, but there are restrictions to the capability of screen printing in general. Trust does not guarantee the printing of any line, dot, negative space, or piece of art that takes up less than 3 pixels or is less than 3 pixels wide. Trust does not guarantee the printing or legibility of any text that is smaller than 6pt font. Trust will attempt to match all colors in the customer’s art, but Trust is not responsible for any color variance between the art, mockup, and print. Trust is limited by the Pantone Color Book, and colors can change drastically based on shirt color and various other factors. If a customer needs to ensure a specific outcome of a print, Trust offers sampling of designs. The customer can order a small run of a design, which will be exactly duplicated in a full run.
Trust Printshop delivers Digital Mockups to all customers. Digital Mockups are computer generated pieces of art designed to emulate how a customer’s print might look on the selected garment. These Digital Mockups are not exact representations of how a customer’s print will look when received, nor are they an exact representation of the customer’s blank. Trust is not responsible for any misunderstanding regarding Digital Mockups. All blank colors and ink colors in a Digital Mockup are merely estimations and Trust is not responsible for any discrepancy between the blank or ink colors in a mockup and the blank or ink colors in the finished product. The Trust Art Department hand-creates every Digital Mockup, attempting to anticipate how the art will react to the blank, printing process, and other colors. The Digital Mockups do not account for every possible printing issue, and Trust Printshop is not responsible for issues which are common to screen printing, but are not displayed in the Digital Mockup.
When a Digital Mockup is completed it will be sent to the customer for approval. By agreeing to these Terms and Conditions, the customer acknowledges that approval of a Digital Mockup is considered an official agreement with Trust Printshop. By approving the mockups, the customer accepts full liability for any issues with the art that are shown in the Digital Mockup. These issues include, but are not limited to: typos, misspellings, incorrect colors, missing information, discrepancies caused by seams, pockets, or zippers, clashing colors, incorrect placement, and incorrect sizing. Further changes may be made after the mockup has been approved by direct contact from the customer to Trust Printshop before production on the product has begun, but Trust is not responsible for anything that has happened to the order before the customer makes the changes, and the customer may incur further fees or costs for changes occurring after approval of the mockup to be determined at the sole discretion of Trust Printshop.
Trust Printshop is not permitted to move forward with an order until all Digital Mockups have been approved. If a customer fails to approve all Digital Mockups associated with the order, the order will be put on hold. All turnaround times, including guaranteed turnaround, are contingent on the customer’s approval of the mockup and only refer to the time between all Digital Mockups have been approved and when the order ships from Trust.
Digital Mockups are a free service provided by Trust for the convenience of the customer. If a customer is perceived to be abusing this free service, (e.g., asking for a large number of provisionary mockups with the intent of only using one of them, taking our mockups to other printers for reference, requesting excessive mockup revisions, etc.) Trust Printshop reserves the right to add extra costs or fees at the sole discretion of Trust Printshop. All pricing for Digital Mockups, including pricing for mockup revisions, may change at any time without notice at the sole discretion of Trust Printshop.
Digital Mockups represent the customer’s art on a specific garment size, (usually a Small unless that size is not available). If the order includes multiple sizes of garments, the art may look very different on larger shirt sizes. The art does not scale up with the shirt size, and any change in art size must be set aside as a separate design and priced accordingly. Additionally, garment size will vary from brand to brand and style to style; Trust is not responsible for any discrepancy in garment sizing or dimensions between the mockup and the final product. Trust is not responsible for any confusion regarding the sizing of a customer’s art on varying garment sizes.
Due to the possibility of file problems, technical malfunctions, or unforeseen changes with orders, time sensitive jobs should be planned in advance. Turnaround times reflect an average completion time of a normal order. Trust Printshop reserves the right to adjust any estimated turnaround time quoted to a customer at the sole discretion of Trust Printshop. By agreeing to these terms and conditions the customer expresses consent to Trust Printshop’s authority to adjust or extend all turnaround times on the basis of order quantity. Turnaround times are quoted in working business days only. Weekends, Holidays and transit times are NOT included in turnaround estimations. Turnaround time is calculated from one work day after an order is finalized to the package shipping from Trust (if the customer is supplying garments the turnaround time begins one work day after the garments have arrived). It does not include the shipping time from Trust to the customer. Shipping and transit times are outside the control of Trust Printshop, and Trust will not be held responsible for any delays once the shipment has left our shop. Shipping and transit times may vary based on multiple factors. See “Shipping/Packaging” for more details on shipping and transit times.
Standard Turnaround time is estimated at 7-10 business days. Standard turnaround ship dates are not guaranteed, and the 7-10 day estimate is not guaranteed in any way. Please contact Trust Printshop for current, adjusted turnaround time estimations. Trust Printshop will not be held liable for any variations in actual turnaround time with Standard Turnaround.
Rush Turnaround is a guaranteed service for shipment of time sensitive orders. Any order placed with a specified ship date is considered a rush order and the ship date will be guaranteed (dependent on garment availability, which will be verified before a rush is placed on the order). Additional charges may apply depending on the size and complexity of the order or the amount of work days available to complete the order. All orders finalized after 3:00pm (CST) will be considered part of the following work day’s processing for turnaround purposes. Please contact Trust for current Rush Turnaround rates. Rush Turnaround only guarantees the day that an order will ship from Trust Printshop and does not relate to shipping costs or transit times. If a Rush order is unable to meet its guaranteed ship date, and can still be used, all Rush Turnaround charges and applicable shipping charges will be refunded. If the Rush order misses it’s guaranteed ship date, and is unable to be used, the customer will receive a full refund with a complete return of all merchandise.
It is the customer’s responsibility to select garments for their order. Trust may offer advice or suggestions, but Trust is not responsible for any potential problems or unsatisfactory outcomes related to garment selection. Additionally, Trust is not responsible to any issues related to the garments themselves. Trust is solely a printing company and has no relation to any blank manufacturer. Trust will attempt to look for any factory damages, but any issues with garments must be taken up with the garment manufacturer. Trust will not offer any refunds or replacements on orders that are deemed unsatisfactory based on issues with the garment. Trust Printshop is not responsible for any issues with the print that are caused by the blank, including, but not limited to, excessive migration, seam inconsistencies, sizing inconsistencies, or color inconsistencies.
Trust does not have an in-house inventory of garments and therefore will not have blank garments before the order is finalized. Trust retains the right to order a customer’s garments from any garment vendor they choose. If a customer chooses a garment that is currently unavailable, the projected ship date may be directly affected. Trust is not responsible for any delays caused by unavailable garments. When a garment is out of stock, the customer has two options for how Trust will deal with the issue. The two options are:
The customer will make this choice within their Account Settings, located on the Account page of trustprintshop.com. The default selection is for Trust to put the order on hold and contact the customer. If this is not the desired selection, the customer is responsible for accessing their Account Settings and making the appropriate change. Trust Printshop will act based on the settings in a customer’s Account Settings and is not responsible for any issues caused by incorrect settings or settings that have been mistakenly left in their default state. It is the customer’s sole responsibility to ensure all Account Settings are correct and up to date. Trust has people available to help any customer having issues with their account settings through phone call (817-453-3121), live chat on any trustprintshop.com page, or email (email@example.com).
Screen printing on garments is a complicated process. There are many factors that may cause print inconsistencies. Trust is not responsible for issues that are classified as standard screen printing inconsistencies. These issues include garment issues (varying textures, color accuracy, factory damages), print-related issues (tone shift, fabric migration, fibrillation, inconsistent registration), size inconsistency (caused by fabric stretch), and print placement inconsistency (expected tolerance of 1 inch in any direction). These issues are inherent to the screen printing process. Trust does everything we can to avoid these issues, but we are not responsible for standard screen printing inconsistencies. Trust will not provide any sort of refund or replacement based on issues regarded as inherent to the screen printing process. Trust Printshop will be the sole decision-maker in such situations..
Trust Printshop is not obligated to inform the customer of the specifics of the printing or preproduction process. Trust is constantly improving and innovating our processes, and the printing specifics could change at any time. This may cause (positive) changes in the final product over time. Trust Printshop is not obligated to inform the customer of any changes in the printing or preproduction process, nor is Trust responsible for any inconsistencies in reprints based on those process changes.
Additionally, any print which interacts with a seam, pocket, or zipper is subject to inconsistency and damages. Choosing to print near one of these obstacles will often cause discrepancies (gaps in the print, lost registration, cracked or misaligned prints) which are not fully reflected in the digital mockup. We strongly suggest that you avoid these high risk areas, but if you choose to print on or near a high risk area Trust is not responsible for any issues that may arise. Therefore, we will not accept returns on items damaged as a result of printing in a high risk area.
All orders placed are subject to a variation of a 2% damage rate within each order. Therefore, Trust highly suggests ordering a 2% overage for each size to ensure an adequate number is received. Trust will not be held responsible for any shortage within this 2% variance, and the customer will not be entitled to any sort of credit, reimbursement, or reprint of garments within this 2%. The customer’s selection in Account Settings will inform how Trust proceeds on all future orders.
If a customer supplies their own garments, they are encouraged to send at least 2% overage of the garment total for each design. However, the customer is not permitted to send more than 8% overage of the garment total on each design ordered. If a customer supplies garments exceeding this 8% overage allotment, all garments sent in excess of the 8% overage will be returned to them at their own shipping cost.
Shipping and transit times may vary based on several factors. On standard turnaround orders, Trust has the right to adjust shipping times and delivery dates at our discretion. Any specific delivery date is an estimation and is therefore non-binding. Trust will not be held responsible for any estimated delivery dates quoted during customer correspondence. Trust handles your order with great care, but we are not responsible for any loss, damage, or shipping delay caused by a delivery carrier. Trust currently provides free standard shipping to the continental US, any additional shipping charges are at the expense of the customer.
The customer may request the use of a third party carrier such as a shipping company or a courier. Trust Printshop reserves the right to refuse the use of any carrier at any time for any reason. Trust provides free shipping on orders utilizing standard UPS ground shipping. If the customer requests the use of a third party carrier, the customer will be responsible for any additional shipping charges or fees.
The customer may request expedited shipping for any time-sensitive orders. Expedited shipping is separate from Rush Turnaround, and will include additional costs and fees. These costs are determined by UPS or the chosen shipping carrier and are not guaranteed by Trust Printshop. Trust will attempt to make the customer aware of any fees for expedited shipping, but will not be held responsible for any incorrect quotes or misunderstanding by the customer. It is the customer’s responsibility to request expedited shipping separate from Rush Turnaround. If there is any issue or mistake with the shipping, that responsibility falls on the shipping company or courier, not on Trust Printshop. Trust Printshop will provide tracking upon request for merchandise that has shipped.
Trust Printshop merchandise is carefully packaged and thoroughly inspected before it is shipped out. Responsibility for the safe delivery of goods is assumed by the carrier upon acceptance of the shipment. Trust Printshop is not liable for any loss or damage sustained in transit. All claims for loss or damage should be made to the carrier. Trust may voluntarily reprint an order that is stolen, damaged, or lost by the carrier for reduced or no cost to the customer. This is entirely at the discretion of Trust Printshop, and Trust is not required to replace any order that is mishandled by the carrier. Any replacement orders that are provided for no cost or discounted cost will be shipped by standard ground shipping.
It is the responsibility of the customer to provide Trust Printshop with a correct and complete delivery address. Any order that fails to reach its destination because of an incorrect or incomplete delivery address is the full responsibility of the customer. The customer then accepts any costs necessary to get the package to its correct destination.
Trust Printshop is not responsible for any shipment that arrives past its expected delivery date. If an order is a guaranteed Rush Turnaround, and it arrives past its delivery date, but can still be used, Trust will refund all rush and expedited shipping charges. If the order can no longer be used, the customer will receive a full refund upon the complete return of all merchandise.
Unless otherwise requested, all orders will be packaged in Trust packaging with a Trust logo. The customer may request for their order to be shipped in “blind” packaging without Trust branding on the packaging. If the customer has their own branded packaging, we may ship orders in supplied packaging. If the customer requests to supply packaging, but has not delivered the packaging by the time the order is to be shipped we will use default Trust packaging. Packaging options may be selected in Account Settings.
Trust Printshop reserves the right to adjust pricing at any time for any reason without customer consent. By accepting these terms and conditions, the customer consents to Trust’s authority in pricing adjustments, and by initiating an order with Trust, the customer accepts all Trust payment terms and conditions.
Any pricing quoted to a customer by Trust Printshop is to be considered an estimation of price. Trust is not required to match any quoted price and reserve the right to change pricing at any time without warning. Once an order has been finalized and a down payment has been paid, the pricing will be locked and regarded as final unless the order is further changed after the fact.
Any and all payments made to Trust Printshop are immediately considered property of Trust upon payment. Trust reserves the right to refuse refunds or reimbursement of any payments for any reason. If Trust approves a cancellation of a finalized order before production has begun on the order, the customer may be refunded 75% of the invoice total paid at the discretion of Trust Printshop. If Trust Printshop approves a return for a customer, the customer may receive a full reimbursement, a credit to their account, or a reprint of the customer’s merchandise free of charge, to be determined at the sole discretion of Trust Printshop.
Any pricing for printing or production services is subject to change at any time without warning or notification at the sole discretion of Trust Printshop. Trust is not obligated to honor any pricing quoted digitally, published publicly, or communicated verbally.
Customers are responsible for paying a down payment of at least 50% of the total price, or the total cost of the garments in the order (whichever is higher) for the order before it will be finalized. Trust is under no obligation to complete any requested service until the down payment has been paid. Turnaround times are calculated from the finalization date, so any delay in paying the down payment will affect the estimated print date.
The remaining balance on the order must be paid in full before the projected ship date. If the balance is not paid, the order will not be shipped. The order will be put on hold until full payment is received. Trust is under no obligation to deliver any merchandise to customers who have not paid their full order balance.
All discounts quoted to a customer by Trust Printshop is to be considered an indefinite estimation of a temporary price. Trust is under no obligation to honor any discounts quoted to a customer or advertised in any form, and pricing is subject to change at any time without warning. Currently Trust Printshop offers discounts based on the quantity of pieces within an individual design for an individual order. Trust does not offer any discounts based on total quantity of pieces if the order contains multiple designs or ship dates.
Trust Printshop does not offer any discounts for a customer re-order. Each order that is placed is considered an individual instance of the order and will be priced accordingly.
In most circumstances Trust does not add any additional fees on top of the quoted price. With standard shipping and print options, the quoted price will not have any extra fees or costs added to it. Trust Printshop reserves the right to adjust, modify, or add extra cost to an order for any reason related to an order requiring an unordinary amount of resources or time, or for other extenuating circumstances to be determined by Trust Printshop. There are several circumstances which will incur additional cost beyond the blank and print price.
Rush Turnaround is a service offered by Trust Printshop which allows customers to guarantee a ship date, and request a ship date quicker than the Standard Turnaround time. Turnaround fees are completely separate from shipping fees, and only relate to the time between the order finalizing and the ship date. Standard Turnaround estimates and Rush Turnaround prices are subject to change at any time. Please contact Trust Printshop at firstname.lastname@example.org or 817-453-3121 for current turnaround times and Rush fees.
Currently standard shipping with UPS Ground to the continental United States is offered free by Trust Printshop. This shipping price is subject to change at any time for any reason without notification to the customer. Expedited shipping is available for an additional fee to be determined on a case by case basis. In most cases, overnight shipping is available. This price is contingent on the time frame of the shipping, along with the total size, quantity, and weight of the order. Please contact Trust Printshop at email@example.com or 817-453-3121 for current shipping fees.
Additionally, any order that must be shipped on a Saturday will occur a convenience charge of at least $5.00. This is an indisputable charge applying to all orders that must be shipped on any Saturday.
Any order that must be shipped internationally will incur multiple additional fees. Any and all fees associated with shipping an order internationally will be the full responsibility of the customer.
If a customer’s art needs extra work outside of the normal duties of the Art Department, (such as text creation, fixing low-resolution art, recreating low-resolution art, etc.) the Art Department may agree to do custom artwork at a rate of $1 per minute. This price is subject to change without warning at the discretion of Trust Printshop. Whenever a customer requires custom artwork, the Art Department will quote an amount of time the piece of art will take. This quote will be communicated to the customer who must then approve the quote before the artist will begin work on the custom art project. Because this is outside of the normal tasks of the Art Department, Trust cannot guarantee a turnaround time or delivery date for custom art. Additionally, the Art Department reserves the right to refuse a custom art job at any time for any reason.
If any customer’s failure to follow the Trust Printshop Payment Terms leads to legal action on the part of either party, Trust Printshop or the customer, the customer will be held solely responsible and liable for all payments or charges associated with the customer account as well as any and all legal fees undertaken by the customer or by Trust Printshop during the process of any legal proceedings.
Trust Printshop reserves the right to make any and all final decisions regarding cancellations and returns. Both cancellations and returns are invalid if not first approved and agreed upon by Trust Printshop. If a customer desires to make a cancellation, they must first get official consent from Trust Printshop, or otherwise be subject to full payment of the order invoice. All terms and details of a cancellation or return will be decided at the sole discretion of Trust Printshop.
Orders may be cancelled before finalization at any time with no charge to the customer. Orders cancelled after finalization, but before production has begun on the order may be available for a partial refund of the invoice, to be determined by Trust Printshop. Orders may not be cancelled for any reason after the order has been printed. An attempt to cancel the order after printing will be invalid and the customer will be fully responsible for the full invoice total.
We love the work that we do, and we love showing off all of our awesome customers. We think this is an excellent way for us to help each other; we get to use customer’s art to show off our printing abilities, and our customers get free advertisement to all of our followers. We do understand that some situations require a little discretion, however, so if a customer would not like their merchandise used in promotional materials they must specify in their Account Settings. If a customer has not specifically selected for their merchandise to be kept private, Trust is not responsible for any customer work used in advertising. If a specific order should be kept secret, such as a timed-release clothing line, it must be noted in the notes section of the online order form or alerted to the customer’s Representative.
If any customer’s failure to follow the Trust Customer Agreement leads to legal action on the part of either party, the customer will be held solely responsible and liable for all payments or charges associated with the customer account as well as any and all legal fees undertaken by the customer or by Trust Printshop Inc. during the process of any legal proceedings.
*In the event that a customer does not select an option or selects multiple options in their online Account Settings mentioned above, a default option, pre-determined by Trust Printshop, will be selected for the customer. This Customer Agreement document is meant to both serve as a helpful overview of the Trust Printshop terms and conditions of use, as well as clarify the customer’s desired plan of action for common situations. This document is not to be considered as the Trust Printshop Terms and Conditions document in its entirety, and if a customer would like to read or review the Trust Printshop Terms and Conditions, visit www.trustprintshop.com/terms. Selecting “I Agree” will be considered an official written expression of understanding and agreement by the customer to terms within this Customer Agreement document as well as the Trust Printshop Terms and Conditions in its entirety.
Unit 6 / 30 Lawrence Drive,
Nerang QLD 4211
(07) 5500 4474
Customer Service Hours
Monday: 9am – 5pm
Tuesday: 9am – 5pm
Wednesday: 9am – 5pm
Thursday: 9am – 5pm
Friday: 9am – 5pm
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