Order Placing & Policy:
• Orders may be placed with a sales representative, Monday-Friday 9:30 AM - 5:30 PM EST, by phone: 973-709-0555, ext. 0, by e-mail: info@chass.com, or by fax: 973-709-1188.
• First time orders are accepted via e-mail or fax only, to ensure accuracy by having all pertinent information in writing.
• Orders should include all pertinent information and must include a contact name, phone number, and email address.
• It is important to specify an in-hands date and shipping details on time sensitive orders.
• Orders will be confirmed within 24 hours of receipt, during the normal business week.
• Minimum order is $50. Orders totaling less than $50 are subject to a $10 less than minimum charge processing fee.
• Blank Non-Decorated merchandise will ship in 1-3 business days, pending details of the order and stock availability.
• Production on decorated and/or personalized orders vary based on item, quantity, and stock availability.
• Rush Service: Any reasonable request will be attended to, based on production capacity, and decoration method.
Custom Merchandise Orders:
• Products can be designed, redesigned, or customized to your specifications. Lead time and quantity is required on all custom design orders.
• A 50% Deposit is required upon order placement on all custom orders. Balance due upon shipping, unless other arrangements have been pre-approved.
Terms & Conditions:
• Net 30 Days will be extended to companies whose credit standing has been approved. Allow 10 business days minimum for credit checks and responses to be received.
• New accounts will be shipped on Credit Card, Pro-Forma, or Pre-Paid, basis, until satisfactory credit is approved.
• Visa, MasterCard, American Express, and Discover Credit Cards are accepted.
Sample Policy:
• Samples are billed at EQP Blank pricing, (pricing limited to 1 pc per item). Additional samples are billed at first column blank price.
• Samples may be returned within 30 days of receipt for credit against item value on invoice, only if merchandise is in sellable condition, with original packaging intact.
• Speculative Pre-Production Samples are billed at ordered pricing, plus applicable setup, run charges, and freight. Speculative Samples are not returnable.
Cancellation Policy:
• For decorated and/or personalized orders, when cancellation is advised prior to production, the distributor is responsible for all costs incurred up to the point of cancellation.
• Cancellations of completed decorated and/or personalized orders will not be accepted and the distributor is responsible for total order cost.
• On custom and/or special orders, distributor is responsible for all costs incurred up to that point of written cancellation.
Warranty:
• Chass products are warranted for a period of one year from the date of purchase against any manufacturer’s defects in material and/or workmanship, under normal use and service.
• Defects caused by tampering, abuse, improper use, or unauthorized repairs, batteries, or normal wear, are not covered by warranty.
• Merchandise found to be incorrectly decorated and/or personalized due to our error; will be replaced at no charge when notified within 5 days of client's receipt of product.
• Many of our items are hand crafted. On crystal and glass items it is natural for small air bubbles, flow lines, chill marks, or slight surface irregularities to be present. These unique variations are not considered defects.
• Wood items made of solid wood naturally absorb satin color differently, therefore the color may vary from piece to piece. Wood grains and knots are considered natural and these are not considered defects.
• We make every effort to select pieces which demonstrate the finest representation of the item, and to minimize any appearance of the before mentioned characteristics.
Shipping & Handling:
• Orders ship from our warehouse, F.O.B. Fairfield, New Jersey 07004, via UPS Ground Service prepaid and added to invoice, unless otherwise specified.
• FedEx Air also available at no additional charge, upon request.
• FedEx Ground, Priority Mail, or common carrier LTL shipments are also available upon request but may incur additional charges.
• Third Party shipping is offered at no additional handling charge upon request. Please provide the account number, as well as the full address the account number is registered under, to avoid any delays in shipping.
• Expedited Service will be on the customer's freight account, unless otherwise pre-approved.
• Address changes must be submitted in writing prior to ship date.
• Address corrections or incorrect shipping account number charges incurred, will be on customer's account and invoiced accordingly.
• Shipments sent outside the US are processed on customers account number only due to Customs Duty charges applicable.
• For shipping estimates, please contact customer service Monday-Friday 9:30 AM - 5:30 PM EST, (973-709-0555, ext. 0), e-mail, (info@chass.com). Due to the variable nature of our products and shipping costs due to DIM weights, estimates can sometimes vary significantly from the final billed charges.
Multiple Location Drop Shipments:
• We will ship up to 3 locations at no extra charge. Additional locations will be billed at $6.25(V) per location.
Freight Claims/Damages:
• We carefully package all shipments to ensure safe arrival. In the event of damage or breakage during transit a claim will be filed with the freight carrier.
• All damage claims must be report within 48 hours after orders have been received to customer service at 973-709-0555, ext. 0.
• On such claims we require your adherence to the following:
- Open shipments within 24 hours of receipt and inspect all contents.
- All packing materials, and contents must be retained during the claim process.
• Following these procedures will help ensure timely replacement of your merchandise. No claims for damage or shortage will be honored after 10 days from receipt of goods.
• Replacements will be shipped via UPS Ground service within 48 hours of the damage report when at all possible.
Return Policy:
• Returns are not accepted without prior return authorization.
• Defective merchandise due to manufacture's defects will be replaced at no charge.
• Correctly decorated and/or personalized merchandise is not returnable.
Trademarks and/or Logos:
• Chass assumes no responsibility for determining who does or does not hold claim to a logo or trademark. Liability for correct use of a trademark, or logo rest with the customer.
• Logos and/or trademarks depicted on our merchandise appear only to illustrate the product and decorating/personalization availability.
• Each logo remains the sole property of each respective institutions/company and is not intended to suggest endorsement of any brand names used or of the products that the logo or trademark is illustrated on.
Artwork Requirements:
• On decorated and/or personalized orders, artwork should be in an acceptable Vector format.
• Art can be summitted in Adobe Illustrator AI, EPS, Corel Draw, or Vector PDF files.
• For art where Vector format is not available, art can be recreated, at the request of the distributor. Additional charges will be applicable, and pricing is based on details of art.
Proofs:
• To ensure accuracy of production, proofs will be prepared and emailed on all orders for you and your customer to review. There is no charge for proofs with a firm order.
Approvals must be in writing and production does not start until received.
• Written approval of proofs confirms that the art has been carefully reviewed and is approved as received. Approvals received on incorrect art proofs is the sole responsibility of the distributor as well as all costs incurred.
• To ensure on time delivery of date sensitive orders, proofs must be approved within 24 to 48 hours of receipt. Failure to approve proofs in a timely manner may result in delivery delays, expedited shipping charges, and rush order charges.
Multi-Location Decorated and/or Personalization:
• Some items allow space for a second location etching or engraving, (e.g. the opposite side or adjoining side). An additional charge is applicable for multi-location decorating, based on item, decorating method, and inscription or logo art.
Enclosures:
• An extra charge may apply for certain customer-supplied insertions. Please contact customer service for a price quote.
Measurements:
• All sizes and imprint areas listed are approximate and may include open items, handles, and dimensions of bases, where applicable.
Additional Notes:
• All products are offered blank. Decoration and/or Personalization is available upon request.
• Packaging: All merchandise is packaged in some type of gift box.
