CUSTOMER ASSISTANCE / ORDER WRITE UP
The order process beings when you contact us for the first time. Some customers know right out of the gate exactly what they need and the customer assistance step of this process is very minimal. Other customers need a helping hand when it comes to colors, garments, print styles, etc. Once we determine what you need, we’ll write up an estimate and get your approval. After you approve the estimate, we move into the next stage.
Once we’ve gotten approval on your order and you’re all set to go, we need payment from you to get the order started. Unless otherwise arranged, payment is required 100% upfront. If you’re at all worried about giving us your money up front, don’t be. We take great pride in what we do. If you’re shorted a garment or two due to production / mfg issues, you’ll be credited back for the shortages. If you have any concerns about your order, contact us and we’ll work with you to determine a resolution.
MATERIALS ARE ORDERED
After you pay for your order, we order your materials. It’s important to make sure that you know what you want when you order so that we don’t have to return any shirts or paper after the proofing process. Any returns restocking fees, usually ranging anywhere from just the cost of shipping back to the supplier to 15% of the value of the goods. We don’t want you to waste your money, so ask questions in advance.
The artwork proofing process is where we’ll show you what your final product will look like. Dependent upon the product you order, the proofing process will change. For buttons, there are no proofs, they’re simply pressed using the templated art you provided. For stickers, you’ll receive a screen capture proof showing what your sticker will look like. For posters you will receive a proof complete with close ups of areas we want to make sure you see and notes about the design and colors. For garments, you’ll receive a spec sheet laying out most every detail about the order. We need your approval on these proofs before your order will go any farther. Make sure you are very thorough when you look at your proofs, but also be swift with approval. Any approval delayed more than 24 hours will cause delays in the process.
Once we have art approval for garments or posters will will print films based on the separations we’ve created from your artwork. These films will be used to generate the screens for your order, they are the stencil that will allow ink to come through the mesh on the screen to create your design. This is one of the stages where high quality artwork is important. Pixelated or blurry artwork will not translate to film well and will create muddy or jagged areas in the screen.
Screens are created by first coating blank screens with emulsion, then allowing them to dry. Once they’ve dried, we lay the film on the screen and place it in the exposure unit. The black areas on the film keep the light from penetrating into the areas we want ink to come through for printing. The rest of the screen cures and hardens where the emulsion is exposed to the light. Once the screen has been exposed properly, we remove the film, spray off the excess emulsion that we didn’t cure and tape off areas of the screen we don’t want ink to come through.
Ink is mixed for your order after the screens are prepped. We will use the colors specifically listed for your design on the spec sheets and mocks provided to you. Ink is mixed by adding different colors to a white base using a formula provided by our ink manufacturers. Sometimes it’s accurate, sometimes it requires a little bit of tweaking dependent upon the fabric makeup, ink type, etc. While we do our absolute best to get the color 100% every time, extremely slight variations of up to 1 to 2 shades can occur. If the exact color is very important to you (colleges or corporate logos), let us know and we can special order the ink pre-mixed to that color.
The printing process starts by registering the screens we created earlier. Once they’re lined up somewhat close, we ink them and run a test print. After the test print, we’ll micro register to make sure that there aren’t gaps or colors overlapping. After that’s completed, we run an official “strike off” first item to be approved by our production manager. The item is matched against the mockup and the artwork for accuracy, and if everything is good production continues with the rest of the run. If not, necessary tweaks will be made until approval is reached.
For garments, finishings can include hang tags, hem tags, printed tags, fold and bag, applying sku labels/stickers, insertion of promotional products into the bags, specialized packing (like rolling and banding), heat press tags, or simply folding only. For posters, finishings can includue stamping, embossing, hand numbering, custom trimming, etc. These finishings help you to gain a retail ready product right out of the box and streamline the process for you once you receive your order.
PACKAGING / SHIPPING
When shipping garments, we package them up usually either 80 to 100 per box, except for garments like fleece or outerwear which require smaller quantities per box. When shipping posters, we carefully package them, wrapping with kraft paper and filling negative space with styrofoam, kraft paper, and bubble wrap. When ordered in large quantities, we will pack a box inside of a larger box to add additional protection from possible damages in transit. All orders (unless otherwise coordinated) ship via UPS.
As long as everything goes according to plan (and it does about 98% of the time the first time, and don’t worry about that other 2%, we’ll make it right!) when you open the box, you’ll receive products that will exceed your expectations and show you why working with Hypergiant Industries is pretty much the best decision ever.
If you love your products like we hope you will, please tell us what you liked about them and how everything turned out. If you can send photos or comments, we’ll gladly share them via social networks.
Once you get through the awesome merchandise we’ve helped you create, come back any time to order more! We’re always here to help restock your shelves and help you grow.