Rock Mill INdustries polices & Procedures
Estimates & Design Help
Estimates expire in 30 days. Estimates are subject to change upon review of the graphic. You will receive an estimate within 24 hours of your quote request.(Weekends are excluded. Example: You submit a request Friday at 3:30pm you will receive your estimate on Monday during business hours. Please provide us with a little time to get back to you.)
Every order receives 30 minutes FREE art preparation from our art department
If you have your own design or simply just a design idea, it’s no problem. We can work with you whether its production ready, a mere concept in your head or somewhere in between. Rock Mill Industries allows a half hour of free artwork preparation time with each order. If your design requires more than 30 minutes of work, the additional charge is $50.00 per hour. If you are curious as to how long it will take to develop your design, contact our art department to get a time estimate.
Art Start – We can start a design before the order is placed...
Often our customers need to engage our art department for design work before they are able to place their order. The artwork could be needed for a pre-sale order form, event marketing, or many other reasons. Our art department can do an Art Start before your order is placed, as long as a few guidelines are followed. 1. When requesting an art start, please note to the sales representative the approximate date when your order will be placed.
All screen print and embroidery orders are allowed 30 minutes of art preparation free of charge to our customers. The Art Start is part of that half-hour and not considered separate time. Any additional time above and beyond the 30 minutes will be billed at our normal art department rate of $50.00 per hour.
2. If an Art Start is completed by our artists and the customer does not place an order, we will charge for the art time used by our artist of $50.00 per hour with a $50.00(1 Hour).
3. Rock Mill Industries absolutely stands behind the quality of our designs and our artists. Sometimes even the greatest of artists cannot match specific needs of some clients. If you are not satisfied with the quality of design from your Art Start, please notify us within 5 days of receiving the design work and let us know your thoughts. Our art department will either re-work your design to fit your
Artwork Sizing
Artwork sizing is currently maxed out at 13” wide by 19” tall. We believe that each design has its own specific needs but generally we base certain print locations around the following sizing :
Breast Print : 3.50”-4.00” max dimension
Chest/Back Print : 11” wide
Privacy Policy
We will not sell or exchange your personal information. All credit card transactions are processed securely.
needs or not charge for the art time used.
4. Graphic design work created by the employee artists of Rock Mill Industries is intellectual property of Rock Mill Industries. It cannot be utilized by any outside business without our written consent.
5. The Client may purchase the artwork and own the rights to if they would like. If you have any further questions about the Art Start process, please just ask your sales representative.
Screen Printing Policy
Our standard order production time for most screen printing orders is 10-14 days. Embroidery / Vinyl is 14-21 Days. Your job production time will not start until the following three approvals are made
1. Signed work order is received (Or accepted online)
2. Our accounting department has approved payment plan.
3. Artwork is approved
If you have a job that must be delivered by certain date & time, please make sure your Rock Mill Industries sales rep knows your specific deadline requirements from the start of the order. You will receive a call when your order is completed
Order Deposit / Payment
New Customers are required to pay in full at time of invoicing. Net Terms can be negotiated.
Payment
ROCK MILL INDUSTRIES offers flexible payment options to fit your organizations pay requirements.
We accept cash, checks, major credit cards and authorized school or municipal purchase orders.
Mix & Match for Price Break
It is possible to mix and match garment types to get a higher price break. Our price breaks are based on the number of same design items, not similar garments. For instance, if you order 100 t-shirts and 50 sweatshirts, as long as the design is the same for both items, you will be able to take advantage of the lower price 150 quantity break.
Reorder Policy
– Screen Print Minimum Reorder Quantity:
1 Color (12 Qty)
2-3 Color (24 Qty)
4 or more Color (48 Qty)
– Embroidery Minimum Reorder Quantity: 6 pieces
Return Policy
Quality control is very important to us. We'll do everything we can to make sure your order is filled correctly. If we have caused a mistake we will correct it and redo your order. Please inform us of any problems within 30 days after receiving your order. If your order was carried out as stated on the proof you approved then we cannot accept a return.
If you are uncertain about receiving a digital proof, please refer to “Press Checks” in our Policy Guide
What cannot be returned: No returns will be accepted after 30 days of receipt of purchase. Items that are not in their original packaging cannot be exchanged. Items with noticeable wear cannot be exchanged. Items must be in like new condition to be eligible for exchanged.
Returns for exchange or store credit: must be made within 30 days of receipt of purchase.
Order Returns and Misprints Policy
We spend extra attention in the front end of an order to make sure your specific desires are met so when the final product arrives you are satisfied. It is often arduous, but we do require our customers to sign-off on every order detail for both the item/size/color ordered and the design color/placement/size too. Please note it is extremely important that a customer pay attention to all the specifics in the order sign-off process so the end result is correct.
An order of customized garments or items that has been screen printed or embroidered cannot be returned because we cannot return the items to our wholesale distributors. If your final product arrives and you believe it is different than what you signed off on, please contact your sales representative immediately. We will review the complete order with an internal investigation and determine if your instance qualifies for an order reproduction.
Occasionally in large production runs, a few items are misprinted and are distinctly different than the correctly printed or embroidered order. Another potential problem is garment or item defect could have made it past our quality control and been included in your overall job. If this is the case with your order, please contact your sales representative with the specific item(s) and problem. In most cases, RMI will credit you back the cost of the misprinted or defective items from your invoice. If the misprint quantity is larger than 5% of your total order, then you may qualify for having the individual items replaced with a reorder. If you already plan to place a reorder and you would just like those misprinted items included in that run, that would not be a problem.
Damages & Under Runs
We do our best to ensure every garment is printed correctly, but mistakes are inevitable. Customers have 7 days to inspect and report any damages or defects with the order. Keep in mind we have a 3% damage allowance, we recommend to order additional pieces. RMI is not liable for any garment manufactured inconsistencies including, but not limited to, mislabeled garments, color dye irregularities, stitching errors, rip, tears or holes in garments. RMI is also not liable for inconsistencies in discharge printing due to fabric, dye and/or fabric content. RMI is not responsible if certain items are out of stock. If items are out of stock, we will inform you as soon as possible and offer you alternative styles. Placement: Please be aware that the industry standard is 1⁄4- 1/2” tolerance in either direction. This will not be considered a misprint.
Garments Provided By Clients
We accept garments provided by clients. Garments must be out of any individual packaging, tags and stickers removed, failure to do so we result in a $2 per garment charge. We also do not warranty garments provided by clients. Meaning if there are minor print errors, replacements fall on the client not Rock Mill. We will not charge you for the misprint.
Order Cancellation Policy / Restocking Policy
An order cannot be cancelled once the goods have had any part embellished. Customized goods are not returnable to our wholesale firms, so we cannot credit your for any placed order that has been decorated. All orders are final. If a cancellation is made after an order has been placed, you will be subject to a 25% restocking fee plus a partial payment covering any service already provided . Absolutely NO cancellations will be allowed if the order is already in process or any printing has been done. Note:*If your order is a Rush there are no changes allowed after your order has been placed. We accept cancellations on undecorated items but a 25% restocking fee may apply. Please call for a return authorization number before returning any items.
Product Samples
Often customers will want to see a sample item first before they purchase a large order of custom screen printed or embroidered garments. To both meet the needs of our large and diverse customer base and keep our own operating costs down, we have created a detailed sample policy.
Returnable Samples
Some premium items like jackets & polo shirts can be ordered as a sample and shipped direct to you. After you have made a decision on which style or item fits your needs best, you can ship back the items just pay the cost of the
freight. *Please note samples to be returned must remain first quality and cannot be worn or laundered. In addition, we are limited to a sample check-out of 3 items per customer, per order.
Quality of Our Work Sample
If you need to see a completed item that represents the quality of our screen printing or embroidery work, again no problem. Rock Mill Industries believes our production quality is the best in our industry and we have no problem showing you examples. Please indicate with our sale department of which specific type of sample you would like and we’ll it to send out.
Minimums –
– Screen Print Minimum Reorder Quantity: 1 Color (12 Qty) 2-3 Color (24 Qty) 4 or more Color (48 Qty)
– Embroidery Minimum Reorder Quantity: 6 pieces
Work Order Form Policy - All orders MUST be submitted with a Rock Mill Industries Digital Proof. Orders will NOT be taken without the Digital Proof.
Artwork Policy - All artwork must be submitted in an illustrator or Photoshop format at least 300 dpi. If created in Photoshop please send artwork with layers. If done in illustrator, make sure text is converted to outlines. We will NOT proceed with the order if artwork is of poor quality. If artwork is not sized, we can size to fit on the smallest shirt to the largest shirt and make it work for all sizes. Based on case by case situation, a $40.00 an hour art fee for correcting files may be applied. With a minimum of $40.00.
Physical Proof Policy/Press Checks
If you require a completed production sample item with your exact screen print or embroidery work done on it, that is not a problem, but it may incur an extra cost and delay the production deadline. On large volume orders, we believe a pre-production sample is often a good idea and recommend it. It will assist you in confirming the right design sizing, placement and colors before the whole order is run.
Screen print pre-production samples are more costly than embroidery samples because the set-up time on our equipment is much lengthier. Pre-productions samples cost:
Screen print pre-production samples... Sample Item cost + $20.00 per each color / each side
Embroidery pre-production samples... Sample Item cost + $25.00 embroidery production cost
Digital Proof Policy
Art approvals will be sent via e-mail within a reasonable time after order has been placed. The digital proof must be approved by written response (email, text, facebook, etc etc). If you do not approve the mock up your order may be delayed. After digital mock-up is approved, there will be no changes.
Approval is sent on a standard middle size t-shirt. (Actual size of t-shirt will vary depending on your order.)*Note: RMI is not responsible for hindrance on production due to delayed approval of the digital mock- up. Please be sure to check your mock-up for artwork accuracy such as: color, placement, spelling and product information.
Changes to your Order Changes are limited to the following: Adding additional pieces to the order, changing graphic color. Additional fees and extra production time may be applied (subject to minimums). No changes are allowed once a payment is taken. Anything added to the order after the order has been placed will be considered a new order, additional fees may apply.
Rush Orders
We do offer rush services, but this service is not always available. In order for your order to be considered as a rush we need the following:
1. Artwork must be ready and to the size you would like us to print it. Example: If you want your graphic to be 10" across the front, make sure the artwork is also 10 inches. Keep in mind that the graphic must be sized from the widest parts.)
2. RMI Work Order Form must be filled out with all the details of your order including pantone numbers, garment style and size breakdown.
3. (For Contract Printing) Goods must be in house and separated by graphic and ready to print. Rush orders are subject to a $50.00 fee.
*For Contract Printing ONLY
If you are providing the garments for printing, then you must provide us with a detailed description of the garment, including style number(s), color(s), size(s), quantity and packing slip. RMI requires at least one additional piece per style in each color if needed for testing ink such as (discharge), colors and or printing techniques etc. We are not responsible for the end result of screen printing on the following treatments: Garment dyeing, tie dyeing or special washes made on the garment. We cannot receive goods in individual poly bags or any type of packaging. It is your responsibility to have them shipped without, or you must come separate them from the poly bags at your own expense.
Shipping & Deliveries
RMI Screen Printing is not responsible for any delays due to the shipping company. Customers are responsible for all shipping and handling fees (if applicable). Customer must notify when placing the order if the order will be shipped. *We only ship orders to the billing address of the card used to place the order. RMI is not responsible for the pick-up, delivery or quantity of goods unless otherwise agreed upon. RMI is not liable for any delay of any portion of the goods covered by this contract due to labor disputes, fire, war, pandemic, government regulations or any other conditions or causes beyond our control.
Screens
Screens are not for sale. Screens are property of Rock Mill Industries. Screen fees are for burning and maintenance only. Screens are kept for 1 month of the initial order. After that, screens are reclaimed. If you wish to do a reprint after the 1 month we offer a “no cost” screen fee up to six months on a remake of a design, you will have to pay screen fees again after 6 month. *Note: If you have the same design and would like printing in a different area of the garment, it can be considered an additional screen and set up.
Custom Color Mixing
Custom color match is available for plastisol, water base and discharge inks. For specific Custom colors in plastisol, water base or discharge color mixing colors will be mixed based off of digital proof / branding guide / color sheet provided / Other sample garments.
Notice About Ink Colors
Please note that due to varying monitor settings, the colors represented on the online art approval may not match the actual ink or thread colors screen printed or embroidered on your garments. RMI is not responsible for variations between your monitor and the actual ink or thread colors. Samples of both ink and thread colors are available upon request.
Garment Sizing
Garment sizing can vary amongst manufacturers and styles. If you need sizing information, you may purchase a sample of a specific item by ordering one online or you can reference our online sizing chart for more information.