CWL BRAND WORKS
Custom Order Terms, Turnaround & Cancellations Policy
CUSTOM ORDERS ARE FINAL SALE
No Returns for Custom Work: Because all merchandise is embellished specifically to custom order specifications, all sales are Final Sale once physical embellishment begins. Returns, refunds, or exchanges cannot be accepted for client change of mind, dropped roster participants, or canceled events.
Garment Fit & Mill Sizing Tolerances: Brand size specs are established by wholesale apparel mills with standard commercial tolerances of up to ±1 inch. Sizing spec charts are available upon request prior to order placement; garments matching invoiced sizes cannot be returned or refunded for individual fit preference.
Screen-to-Thread Color Variances: Digital mockups represent artwork in digital RGB. Minor variances between monitor displays and physical embroidery threads, textile dyes, or DTF ink transfers are standard industry reality and do not constitute defective execution.
DIGITAL PROOF APPROVAL & CLIENT VERIFICATION
Physical production will not commence until CWL Brand Works receives formal electronic or written sign-off on your official digital mockup.
Client Verification Mandate: The ordering party is solely responsible for verifying every detail of the digital proof prior to sign-off, including spelling, punctuation, capitalization, student/player numbers, design placement, dimensions, thread/ink pantones, and garment size breakdown. CWL Brand Works is not liable for errors present on an approved proof. Re-runs required due to client-approved errors will be invoiced at full replacement cost.
BULK MINIMUMS, PAYMENT BASELINE & TURNAROUND TIMES
Minimum Order Quantity (MOQ): Standard bulk school, athletic, and corporate apparel orders require a strict minimum of 24 units per artwork design and colorway (12 units for specialty embroidery). Orders under 24 units are subject to small-batch fees.
- Orders Under $1,000: Require 100% payment in full prior to supply procurement and production scheduling. Subject to standard 24-72 hr check bank clearance.
- Orders $1,000 & Above: Require a 50% non-refundable production deposit to order blanks and lock machine scheduling. The remaining 50% balance is due prior to order release or upon delivery.
- District Purchase Orders (Net-30): Accepted for verified school boards and institutional accounts with an authorized, signed Purchase Order on file.
Turnaround Window & The “Clock Starts” Policy: Quoted production turnarounds (10 to 14 business days) do not begin upon invoice generation, quote signing, or purchase order receipt. The production clock commences strictly once both prerequisites are fully satisfied:
24-72 hour bank hold on institutional checks before releasing blank funds.
Wholesale blanks dispatched from commercial distributor (2-3 days transit).
Hooping, embroidery, DTF press, quality review, trim, and packing.
Dispatched via carrier or hand-delivered to school administrative office.
Hard Event Deadlines: For fixed school dates (rallies, senior banquets, games), orders and cleared payments/deposits must be finalized at least 21 calendar days prior to target event date.
CUSTOM EMBROIDERY DIGITIZING & ARTWORK SETUP
Digitizing Labor & Non-Refundable Status: Digitizing translates two-dimensional visual art into proprietary machine needle commands (densities, pull-compensation, and stitch types). Digitizing fees compensate skilled technician setup labor and are strictly non-refundable once programming work begins.
Stitch File Ownership vs. Client Trademarks: The client retains all underlying intellectual property rights to their uploaded logos, school crests, and branding. The technical digitized machine stitch file (e.g., DST, PES) remains the proprietary production asset of CWL Brand Works, LLC and is archived for client re-orders.
Raw File Buyout Release: Proprietary machine stitch files are not released to clients or third-party vendors unless an express Raw File Buyout Release Fee—custom quoted based on final stitch count and design complexity—is invoiced and settled in full. Third-Party Equipment Disclaimer: Raw file release delivers the file as calibrated for CWL Brand Works equipment; CWL Brand Works makes no warranty regarding tension, pull compensation, density performance, or machine compatibility when operated on third-party commercial embroidery equipment.
ORDER CANCELLATIONS, RESTOCKING & SETUP CHARGES
Pre-Production Cancellations
Before Blanks Are Ordered: Canceled orders are refunded minus a 3.5% merchant payment processing fee.
After Blanks Are Shipped: Incurs a 15% to 20% distributor restocking fee plus wholesale freight return charges.
Active Queue & Setup Charges
Digitizing & Vector Art: Digital artwork setup fees are non-refundable once technician labor has begun.
Active Production: Orders in hooping, printing, or thermal pressing cannot be canceled or modified.
CLAIMS PROCEDURE FOR DEFECTIVE MERCHANDISE
If an order arrives with verified decoration flaws or factory textile defects, submit a formal claim within 7 calendar days of receipt to orders@cwlbrandworks.com or call (336) 464-7925 with the following required documentation:
- Your official invoice number and a concise description of the exact discrepancy.
- Clear, well-lit photographs displaying: (1) full garment laid flat, (2) close-up of the flaw, and (3) sew-in collar size/care tag.
- Physical items must be preserved in clean, unwashed, unworn condition pending shop review.
OPERATIONAL RESPONSIBILITY & POLICY MATRIX
| ISSUE DESCRIPTION | ORIGIN/ROOT CAUSE | ASSIGNED PARTY | RESOLUTION STANDARD |
|---|---|---|---|
| Loose Stitches / Peeling Print | Decoration Application | CWL Brand Works | Repaired or re-decorated under 90-day workmanship guarantee. |
| Spelling/Layout vs. Proof | Shop Execution Error | CWL Brand Works | Re-printed or re-embroidered at CWL expense. |
| Spelling/Layout on Proof | Client Sign-off Error | Client | Client covers cost of replacement blanks and re-runs. |
| Turnaround Delay from Check | Bank Hold / Clearing Window | Client | Lead time begins only after payment clears (24-72 hrs). |
| Digitizing Fee on Canceled Job | Technician Programming Labor | Client | Non-refundable once digital setup labor has commenced. |
| Unpaid Order Balance at Delivery | Outstanding 50% Balance | Client | Custom goods held until final invoice balance clears. |
| Distributor Mill Stockouts | Wholesale Supply Chain | Apparel Mill/CWL | CWL facilitates equivalent in-stock garment substitution. |
| Holes, Seams, Broken Zippers | Wholesale Mill Manufacturing | Apparel Distributor | CWL facilitates defective blank replacement credit claim. |
| Fit/ Size Dissatisfaction | Client Selection / Mill Specs | Client | Final Sale (non-refundable within standard ±1" tolerance). |
| Customer Blank Damaged | Equipment Mechanical Risk | Client Waiver | Decoration fee credited; garment replacement excluded. |