Our Terms and Conditions – Here at Waterloo Engraving
100% Satisfaction Guarantee
Your complete satisfaction is our top priority. We take great care to ensure the highest quality products at affordable prices. Should there be any quality issues with your job, please contact us and we will do our best to make it right.
Despite our best efforts, certain factors are beyond our control, and unfortunately cannot be covered by our customer satisfaction guarantee:
- Shipping and turnaround delays (including weather or mechanical failure)
- Spelling errors made by customers when entering order information
- Low resolution or bad quality files provided by the customer
- Errors introduced by the customer in the artwork design process
- Jugement calls in regards to the design process (choice of colour, size of font, colour contrast…)
- We reserve the right to have you return the original order, at our cost, should there be any quality issues. Concerns must be addressed and requested within 5 days of delivery.
Payment and Estimates
Estimates are always provided for free, and are typically valid for 1 month from the date on the estimate. All custom orders over $500 typically require a 50% non-refundable deposit. If you have asked for multiple quantities and/or multiple products for an estimate, please be aware that estimate may contain multiple lines for multiple products and/or multiple quantities, so in that case please ignore the totals being calculated at the bottom of the estimate, simply look at each individual line to understand the price per product per quantity.
Payment for completed product is due upon receipt.
As always, if you have any questions, please feel free to ask!
After the initial order is placed and your files have been successfully received, we will review your files at no charge. Please note that we will only check your files for items that would prevent the job from proceeding such as resolution, bleed, colour mode and mask files (for post process options like Spot UV and embossing).
We will not give any opinion regarding the aesthetic quality of the artwork (visual aspect, font size, choice of colour and contrast etc.). Your graphic designer is responsible for colour conversion choices as well as the overall quality of the artwork for any files you provide.
All reasonable efforts will be made to obtain the best possible colour reproduction on customer’s work, but variation is inherent in the print process. We guarantee that our prints will meet CMYK industry standards. However, we cannot guarantee “match-print” color fidelity and cannot prevent slight color shift throughout an order. Because we cannot control the color reproduction of a customer’s computer monitor, we cannot guarantee that the actual print color will precisely match any preview as it appears on your monitor. We can match PMS colours for full colour process printing on some products for an additional charge, so please inquire.
Many factors beyond our control may affect the colours, such as texture and absorption, colour of paper, type of printing process, laminating and coating. Variation in colour throughout the same job is normal and may not be avoided with some color tones, particularly on large solid areas.
Cancellation and Correction
Due to the automated and fast-paced run process, it is not guaranteed that we can change or cancel your order once it is placed. Changes cannot be made and orders cannot be cancelled once they enter into production.
Unless you make a special request, we do not always send a proof. If a proof is required, please contact us as soon as possible. Virtual digital proofs are free of charge but may delay turnaround. Epson proofs may be available on some products for an additional fee.
Our turnaround times begin only after an order has been approved. Orders are considered “approved” and are put into production only when all files have been correctly submitted.
All turnarounds are measured in business days. Saturdays, Sundays and holidays during which we are closed are not considered production days. Turnaround times refer solely to production. Shipping transit is not included.
Improperly prepared files, file omissions and errors that interfere with our ability to produce your job will delay turnaround.
Variations In Quantity
All efforts will be made to deliver the correct quantity ordered. However some variation is inherent in printing process and it is understood and accepted as reasonable that minor variations can occur.
A 5% over-run or 5% under-run of ordered quantities is considered reasonable. We will credit you accordingly for any quantities beyond this tolerance limit.
We reserve the right to refuse to fill any order which we deem in our sole discretion to contain a word, term, symbol, or combination thereof which is pornographic, obscene, immoral, depraved, potentially illegal, or that potentially exposes us to liability or prejudice of any type. By using this site you warrant that you will not reproduce any such material via the service offered through this website, and that you will indemnify us from any claims made by third parties regarding the material that you provide.
Thanks for visiting, and we hope you have a GREAT day!!