Our Guarantee

Coller Industries, Inc. strives to serve its customers by providing the highest quality products at great prices, backed by support from great customer service representatives and our satisfaction guarantee:

1. All of our products are guaranteed defect-free for one year (excludes accidental damage or improper handling/care).

2. If your order is incorrect, contact us within 60 days of the order’s ship date and we’ll take care of it for you, including all shipping costs.

3. To see a sample of your finished product, you can request a First Article. You will be charged all set-up and artwork fees, production costs for one finished piece, and shipping costs.

4. If your order is made to the correct specifications and/or is within Coller Industries’ tolerances, but you are not satisfied, you may return the order to receive 50% off the product cost for a replacement order. You will be responsible for all shipping charges for the return of the product, and sending the replacement.

Returns & Exchanges

All non-customized (stock) items may be returned, and will be charged a 15% restocking fee unless the item is being exchanged. Customer is responsible for return shipping costs.

Custom items (any personalized items or those manufactured by an outside vendor) may not be returned or exchanged.

Customers must obtain an RMA # before shipping any product back to Coller Industries, Inc. For returns where Coller Industries, Inc. is to pay shipping costs, a UPS Call Tag will be issued.

Until the original products are received, refunds will not be processed, and in some situations, replacement products will not be shipped until the return is received by Coller Industries, Inc.

Defective Products

Defective products, including custom items or those manufactured by an outside vendor, and/or those products not made within Coller Industries, Inc.'s tolerances in regard to matching the signed proof, will be replaced or refunded at Coller Industries, Inc.'s option. Coller Industries, Inc. will pay shipping costs to send replacements and for return of the original product.

No refund will be given on an order if it has been produced according to the specifications of the signed proof. However, if after the order is received, the customer decides to change the product's specifications, Coller Industries, Inc. will remake the product to the new specifications at 50% off the merchandise on the new order, up to a total credit of $250 (discount applies only to the same list of names/titles). The customer is responsible for any return or replacement shipping costs.

First Articles

A First Article allows the customer to see one physical sample of the product being ordered, made to the proof's specifications, before the entire order is purchased. *Highly recommended for customers with very detailed specifications.*

When ordering a First Article, the customer pays for the product itself, any appropriate setup fee, and shipping costs.

Once the customer approves the First Article, the setup fee is waived on the full order, but shipping costs are still charged on the full order.

Color Specifications

Pantone Matching System (PMS) colors are the best way to let Coller Industries, Inc. know what colors are expected. We make reasonable efforts to match these colors, however we do not offer exact color matches due to limitations of the production process. Without acceptable specifications from the customer, we make no guarantee on color matching.

The color of stamped logos, engraved logos and surfaces are limited to available materials.

If color matches are important, we recommend the purchase of a First Article; a color sample may be sent in some circumstances. However, variations in materials, stamping foils, printer ribbons, equipment, and environmental factors preclude any guarantee of exact color consistency from lot to lot or even item to item within the same lot.

Production Tolerances

Due to the variable nature of customized identification products, especially those with color logos, we are able to define only certain specific tolerances - all other discrepancies not covered on this page will be handled on a case by case basis by Quality Control and Customer Service.

Product Sizing - Ribbons, name tags, name plates, and any customized item cut to order should be within 1/16" of the specified size.

Logo Placement - Logos are to be placed within 1/32" of the location specified on the proof.

Reorders

Coller Industries, Inc. strives to make reordering a smooth and pleasant experience.

Future availability of identical materials, stamping foils, printer ribbons, or equipment cannot be guaranteed. Coller Industries, Inc. will take all appropriate steps to ensure your products are as closely matched as possible from order to order.

Coller Industries, Inc. keeps all customer layouts (excluding ribbons) on file for custom products which require a proof. Name tag and name plate layouts are stored for two years, and the two year cycle is refreshed with every order. Hot-stamping dies are automatically kept for 18 months, with no storage fee, and the 18 month period is refreshed with every order. Ribbon dies may be kept for up to 18 months at customer request - small storage fee applies.

Proper Handling & Care

Proper handling is paramount to the long-lasting quality of the products produced by Coller Industries, Inc. Please read below for ways to easily take care of your products and avoid unnecessary damage that is not covered by our satisfaction guarantee.

Store your products in a safe, dry place. Moisture and heat can warp or damage some of Coller Industries, Inc.'s products, especially those with logos printed or hot-stamped on them.

Do NOT use any chemical cleaners, especially those with alcohol, to clean your name tags. These can smear logos and damage the integrity of many personal identification products. Try cleaning them with like warm water on a soft, warm towel - gently.

Accidental damage, such as scratches, dings, dents, etc., are not covered by this guarantee. However, if your logo happens to wear off from regular day-to-day usage (no abrasive cleaners or excessive rubbing), Coller Industries, Inc. will replace any tags that are deemed defective in this regard within one calendar year of the purchase date of the defective products.

CUSTOMER RESPONSIBILITIES

Review all proofs for custom products and return the approved proofs to Name Tag in a timely manner. Proof approval must be received by Coller Industries, Inc. before production will begin. The product will be made to the specifications shown on the proof, if changes to the proof are required, an additional proof will be created and a customer signature required. Be sure to call if there are questions about the proof.

Lists of variable information (names, titles, etc.) to be engraved/printed are to be prepared to the specifications required by Coller Industries, Inc.

A reorder of a product for which no approved proof exists is deemed equivalent to signing a proof for the original product.

Notify Coller Industries, Inc. within 60 days after receipt of product if there are any problems/defects. If time is important, notify Coller Industries, Inc. immediately (ie, if an issue is recognized at 10:30 notify us at 11:00, not 4:00).

Never return a shipment to Coller Industries, Inc. without a Return Authorization Number or Call Tag.

Notify Coller Industries, Inc. of any shipping problems as soon as the problem is recognized. Failure to do so may eliminate some remedies.

Order a First Article on large orders to confirm the acceptability of the product.

Mistakes made by customers such as incorrect name spelling, sending the wrong logo, or changes in product content are NOT covered by this guarantee.

TRADEMARKS - Customers requesting tags with trade marked logos represent that they have the authority to use such trade mark. Coller Industries, Inc. will not be responsible for any fines or other legal actions due to misuse of trademarks.

COMPANY POLICIES

At Coller Industries, Inc. your complete privacy and confidentiality is paramount to us. Rest assured that your personal information will NEVER be shared with or distributed to anyone else.

PRIVACY POLICY - Coller Industries, Inc. only collects information necessary for providing proper service to its customers. Information is never released to third parties, nor will your logo be used on any other products without your prior consent.

ADVERTISING - Customers authorize Coller Industries, Inc. to use images and samples of products made by Coller Industries, Inc. for the customer in its advertising and to be listed on lists of Name Tag, Inc's. customers. Customer contacts will not be released without approval.

1-800-272-5729

A division of Coller Industries, Inc.
2211 South 300 West, Salt Lake City, UT  84115
© 2017 Coller Industries, Inc.
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