At Verboom, we want our customers to be happy, because happy customers make for repeat customers and great word of mouth advertising.
We also need to make money. Money pays for our staff, pays our suppliers and allows us to offer you awesome tshirts and quality products and services, if we don't run a profit, we can't stay in business. So we want to offer you value for money, products you can be super proud and happy about, while covering our costs, and all around have a nice back scratching thing going on.
We have low overheads and you're directly supporting a small local business, which in turn, supports the community. However because we are such a small business, there are some limits we have to place on what we can and can't return, so that we can keep on providing an amazing service for you.
SHIPPING AND FULLFILLMENT
How long your order takes to get shipped out depends heavily on what you order. For t shirts from our online catalog, if you ordered black or white size small to XL, in most cases your order will take up to 1 working day to be completed and sent out. In other cases, especially if you've ordered a shirt we don't hold in stock (ie a Lime Green, or a Men's 4XL) then we will have to order the shirt from our supplier and this can take up to 4 business days.
We use NZCourier or PBT Couriers, who aim for overnight delivery to all major cities in New Zealand. Some towns and RD addresses may be a longer service instead. All parcels we send out are tracked, however to save us time, we only record this tracking information. Please contact us if you need this tracking number, or your purchase takes longer than expected to arrive.
With all that in mind, your order could arrive the next day, or 7 days, depending on what you order and where you are. Rest assured that we try to fulfill every customers order as fast as possible, and if you want to check the delivery time frame or find out how long your order is going to take, drop us an email or a call and we'll let you know ASAP. You can of course always pickup from our office in Christchurch, again please get in touch to arrange this.
IN THE CASE OF DEFECT OR WRONG ITEM SENT
At Verboom, we aim for 100% quality all the time, every time. In the unfortunate circumstance we do make a mistake with your order or the item you receive is not up to this standard or we can not fulfill your order due to circumstances beyond our control, we will happily replace your purchase free of charge with the correct ordered item. Verboom will cover all shipping costs to fix this mistake. We also make you a quality guarantee that the shirt you ordered will last for a long time (ie not shrink or come apart) and that the print will stay nice and visible and well adhered to the shirt (only for vinyl graphics). If you order from us and we can not fill your order within a reasonable time (7 days), then you can ask for a refund.
IN THE CASE OF WRONG SIZE ORDERED OR CHANGE OF MIND
We are not obligated to offer a return or exchange if we are not at fault, but our customer satisfaction is important to us and we try and work with you to figure out a solution. Please note that any offer of an exchange, refund or discount is solely at our discretion and may be withdrawn.
If you change your mind about an order, you need to contact us ASAP. In the event we have already filled your order and you are unhappy with the sizing (maybe you ordered a size too small) or you decide you want another design instead, we may be able to offer an exchange. For exchanges, the customer will need to pay a $5 shipping charge to cover getting the unwanted garment back and the new item to be sent out. If the garment is customized or can not be resold, at a minimum you will need to cover our costs incurred in offering an exchange.
In some cases, we can not accept a return of a garment. These cases are typically for products that are unlikely to be able to be resold If you have not contacted us before we made your order up, we will have to charge a fee to cover our costs incurred in filling your order which you have then canceled. This fee could include the cost of materials, labour and any other expenses. Any refund offered will be after this fee.
In most cases, if you are ordering a popular design on a normal coloured shirt, sized within S to XL, we will be more than happy to arrange an exchange in the event of a wrong size ordered. We can not accept returns of any garments which have been domestically washed, had any visible signs or wear, stains or discoloring.
Custom Print Policies
PROOFING LIMIT FOR COMPLEMENTARY GRAPHIC DESIGN WORK
Please review your graphic design proof carefully. Clearly indicate any changes, additions, or deletions on the proof and or in communication with us via email or in writing. We do not accept proof changes or approval over the phone as it is too easy to have critical misunderstandings. Our free graphic design services (any design work we are doing for you without discussion of payment) is limited to 2 proofs, 1 to show our initial understanding of your concept, and for you to make any final corrections, 1 for you to sign off on before we go to printing. Additional proofs (and changes) beyond these first two, will be charged $15 per proof. We instead quote for our graphic design rates instead of proceeding at the proof rate.
CONFIRMATION OF PROOF BEFORE PRODUCTION
Before we start any job, we confirm with our clients what artwork we are printing and what their requirements are. In the event we send you a proof, it is your responsibility to check it to ensure every aspect matches your requirements. This includes spell checking, fact checking, correct colours, correct logos, correct wording, correct placement and any other requirement for the job you may have. Verboom does not accept any liability for any job that has been completed and matches a confirmed proof. Verboom does not accept any liability for any costs arising from changes in size, colour, product or any other aspect that occur after the job has been confirmed in writing via email.
Should the client cancel or halt production at any time after the confirmation for production, then the client will still be required to pay for the job in full, or any costs short of that that may have been incurred but are not necessarily the full price of the job. For any paid graphic design work that has been quoted and confirmed to go ahead, the client will be required to pay Verboom for any work completed up to the moment of cancellation. Cancellation fees may apply if we have rostered extra staff on account of your project, ordered any stock for your job or incurred any other expense resulting from being contacted to complete this job.