Company Policies

Turnaround

On average, the turnaround time from proof approval is 10 business days. Some products may take longer than this. Orders and approvals submitted after 4 p.m. will be processed the following business day. Orders for RTIC or YETI items typically take 3 weeks to complete, depending on stock and confirmed proof approval.

Include all information needed to complete your order to ensure a timely turnaround (all artwork, all shipping info, final quantity, color etc.). Delays in receiving any of these information, or changes made to POs, will result in production delays. Delays in the approval of mock-ups can/will cause manufacturing delays. If you have a deadline for your order, please let us know when you place your order, and a rush fee may apply to items that require a faster turnaround (see Rush Orders). Diamondback Branding shall not be held liable for missed deadlines caused by weather, power outages, vendor shortages and errors, shipping issues, or acts of God. We will notify you if we anticipate or anticipate any problems.

Payment

Unless you have pre-negotiated net terms with our company, all orders must be paid in full before they may be processed. Once your order has been entered into our system and stock has been confirmed, you will be emailed an invoice including shipping costs. Order processing will be delayed if payment is not received on time. Regardless of stated terms, all YETI cooler sales require pre-payment.

After completing at least five orders, returning clients may request net terms through our administrative department, but acceptance is not guaranteed. All net term clients placing purchases over $10,000 must pre-pay 50%; the remaining will be billed according to the agreed-upon term. Similarly, all orders exceeding $10,000 purchased with a credit card will carry a 3% convenience fee. Any portion of an order that exceeds $10,000 that is paid in part with a credit card will be charged a 3% fee on the applicable portion. For orders under $10,000, there is no credit card convenience fee.

We offer fee-free payment by check, ACH, or wire transfer.

If you, the customer, want to have an order held for future shipping, net billing will be submitted at the time of order completion rather than at the time of shipping.

All Sales Are Final

Unless the item you purchased is damaged, Diamondback Branding LLC does not accept returns or exchanges. If you receive a defective item, please notify us with the product and problem details.

When we get the returned product, we will thoroughly inspect it and advise you through e-mail within a fair time frame whether you are eligible for a refund or a replacement. If you are entitled to a replacement or refund, we will replace the product or refund the purchase amount using the same mode of payment that you used to make the transaction.

Quotes/Shipping Estimates

Our most up-to-date pricing is found on our website under our products section. Pricing and any applicable fees are non-negotiable (rush, personalization, multiple drop shipments). Diamondback Branding does not accept responsibility for any profit-loss caused by variances in shipping estimates vs. final shipping charges as rates tend to fluctuate throughout the calendar year.

MOQ: Minimum Order Quantity

All orders are subject to a minimum order. Minimums vary depending on product and brand. Some products must be ordered in case quantity increments. Generally, products within the same brand can be mixed and matched to meet the minimum quantity. Where allowed, orders under the minimum order quantity may be purchased but will incur a $25 per order, under MOQ fee.

Virtual Mockups

Each customers is allotted one free virtual mockup, and one free revision on a maximum of two products, for each potential order. Additional mockups or advanced design changes will incur a $5 (net) per mockup, per item fee. This only applies prior to placing an order. Once an order is placed proofing fees fall under proof approval. We do not generate "website ready" artwork for company stores.

Artwork

All files must be vector format. The artwork should be correctly sized for branding. Text must be converted to outlines. Image sizes outside of a product’s imprint area are subject to distortion. Diamondback Branding LLC will not be responsible for order delays or poor-quality brandings due to poor artwork. Diamondback Branding LLC is not responsible for any misspellings, errors, or issues in your art file. We do our best to catch these errors and point them out to you, but we do not catch them all. If it is in your art file and on your proof approval, that is how it will be branded. PMS color matching for digital printing is not a perfect science and not guaranteed. PMS color match will only be attempted if a customer calls out that information, it will be listed on the proof for approval. 

Personalization

Personalized Artwork including multiple names, logos, or other variable data will be subject to review and fee's. Personalized products are available on laser engraved orders ONLY. We do not offer digital print or combination imprint methods for orders requiring personalization. Diamondback Branding has a set fee of $2/personalized unit. Personalization orders requiring a secondary location and/or placement will incur both personalization and secondary placement fee's.

Proof Approval

All artwork is to be approved via a digital virtual through email. Artwork must be checked by the customer. It is very important to look over every detail of the mockup, as this is how your image will be branded. Diamondback Branding will not accept responsibility for corrections not implemented and/or requested after artwork approval. Any modifications requested after customer approval will result in production delays and additional expenses for which the client will be invoiced accordingly. Any delays in the approval process longer than 24 hours after receipt of the mockup can/will result in production delays and any applicable fees.

One free proof and three free revisions will be given for each product on each order. Each additional revision will incur a $5/ (net) fee, per item. If you do not approve the proof or submit payment within 30 days of placing an order, we will auto cancel the order and return the product to our inventory. This may incur a cancellation fee.

Pre-Production

Physical and photographic pre-production products are available upon request only and incur a $25 fee per occurrence. The buyer is responsible for requesting a physical or photographic pre-production sample. Sometimes, assumptions of the products final outcome do not align with the product itself and the technical limitations of branding and equipment.

After the digital proof is approved, please allow 2-3 business days for your photographic pre-production sample to arrive via email. If you have requested a physical pre-production sample, please allow 2-3 days for it to ship, followed by transit time. Final standard production time does not start until the full order has been approved, and payment has been received. Standard final production time is 1-2 weeks. *Some of our brands will incur a longer pre-production timeline

Samples

Blank samples are available for purchase for most products. Blank samples are limited to 10 units per order. Where available branded samples will incur a $25 MOQ fee, per master SKU, per artwork.  Sample Items are non-refundable.

Blank Products

In general, we do not sell blank items. Blank samples can be requested per the sample policy above. Blank orders over 10 units will require manager approval and may or may not be available.

Margin of Error

Laser Engraving, Digital UV Printing and Vinyl Printing is an art form. We do our very best to deliver, at minimum, the ordered quantity for each order. However, branding mistakes happen; machines misfire, products arrive with dents or scratches from the manufacturer. For that reason, we do have a 1% margin of error. All orders within the margin of error allowance will be considered acceptable for delivery. For contract services, we highly recommend you send extra units with each order. Diamondback Branding LLC will not, at any time, be responsible for any lost profits on items shorted from your order if requested.

Additional Branding

All tumblers and coolers are priced with single location branding. Additional branding can be purchased on a per unit basis.

Order Cut-Off

Because we service an industry of high demand and tight date requirements, all purchase orders, artwork approvals, rush requests and changes to PO will be processed the following business day if received after 3 pm. For example: A PO submitted on Monday at 4:30 for Delivery on Wednesday, will be considered placed on Tuesday with an escalated 24-Hour rush fee. All Production times, ship dates and rush fee’s can be discussed with the customer.

Rush Orders

Orders that require an in-hands date sooner than our standard turnaround time are subject to rush fees. Below is the rush fee schedule which indicates the dollar amount to be added per unit based on the number of days from artwork approval to ship date. Rush orders still incur the same limitations as outlined in the turnaround time above. Rush orders are subject to the same margin of error allowance as standard orders. Rush time frames are based on our current production schedule and do not include shipping transit time. Standard turn time is 7-10 business days. *Not all products or brands can be rushed.

Tumblers:
1-2 Days: +$10/ unit
3-4 Days: +$5/ unit
5-6 Days: +$2/ unit

Coolers:
1-2 Days: +$20/ unit
3-4 Days: +$10/ unit
5-6 Days: +$5/ unit

Shipping

Any shipping delays caused by the shipping company are not the responsibility of Diamondback Branding. If there are any concerns with your order after it has been delivered, please notify the courier BEFORE accepting delivery and/or signing for it.

Examples include UPS being unable to deliver your shipment on time due to bad weather, UPS delivering your box to the incorrect address (despite providing the proper one), and you not receiving your products on time, and damaged packaging or products.

We offer up to two alternate delivery locations per purchase at no extra charge.

If the package is damaged, it must be indicated on the proof of delivery before signing for acceptance. The carrier will not accept a claim if the damage is not stated on the POD, and the item(s) cannot be replaced.

Diamondback Branding has blanket carrier insurance and will replace lost or damaged orders up to the limits of our policy.

We do not ship to US territories outside of the contiguous United States (*U.S. Territories include American Samoa, Guam, Marshall Islands, Micronesia, North Mariana Islands, Palau, Puerto Rico, and the U.S. Virgin Islands.)

Cancellations, P.O. Changes and Restocking Fees

Any changes to a P.O. after the order is placed will reset the turn around time. No cancellations will be accepted on products that exceed our standard stock items and inventory levels. If an order is cancelled after any stock is ordered or fulfilled, there will be a 15% Restocking/Cancellation fee. The only P.O. changes accepted after production has begun are shipping updates. Any fees Diamondback Branding incurs for rerouting shipments in transit, will be billed to the customer.

Out of Stock Items

Diamondback Branding LLC shall not be held liable for unanticipated stock fluctuations. If an item is out of stock, we will present you with a selection of suitable substitutes. Diamondback Branding LLC is not liable for any profit loss caused by stock issues or delays on time-sensitive orders. If you have any concerns about our inventory, please contact us for further information.

Holidays

We are closed for the following holidays. These days will not be considered operational business days and will not count towards turnaround time:

New Year’s Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Christmas Day

Product Disclaimer

Please refer to the manufacturers care specifications for the branded product ordered.

Diamondback Branding LLC is not responsible for manufacturer defects such as, color and paint inconsistencies, product manufacturing errors, (example: loose fitting lids). We try our best to inspect the products during the branding process. Branding may or may not void the original manufactures warranty.

Vendors tend to change packaging without notice. Diamondback Branding LLC will not be responsible for these changes (including retail boxes, shipment packing, etc.)

Some manufactures may or may not cover the product under the original warranty after the product has been modified (engraved or printed).

Sales Credits

Our company policy is to associate a sales credit to your account in the event that a refund is necessary. You may request your sales credit to be returned (most commonly via check or ACH) or applied to any of your open orders. Any unclaimed credits will no longer be valid after 180 days. At this time that credit will be closed and booked as an unclaimed credit. All sales credits are automatically applied to future orders. All sales credits must be requested within 14 days of receipt of goods.

Quality Assurance

We try to check every branded product as it comes out of our machines, but there are times where some mistakes will make it out the door. It is your responsibility as the customer to check over the engraved and printed products as you receive them. We allow an industry standard 14 day window, from the time you receive the goods, to notify us of any issues with the order. Diamondback Branding LLC will not be responsible for errors with your order, if notified after 14 days of receiving the goods. Diamondback Branding LLC will not be responsible for any lost income, customers, accounts, and/or contracts if defective products are sent out to your final customer. While Diamondback Branding LLC does quality checks on each unit of your order, the final quality assurance check lies in the customers hands. Diamondback Branding LLC will not be responsible for minor defects that do not impede the intended use of the product.

Claims and Reprints

We go to great lengths to try to ensure that every order that leaves our facility is correct. All customers are valued customers, regardless of size, and we want you to know that. Any order printed differently than the mock-up approved will be granted a reprint of the defective product. All claims must be submitted within 14 days of date of delivery. If Diamondback Branding LLC is responsible for any errors in your order, we will gladly accept responsibility for the issues. We will re-brand the number of mis-branded products for your order, as we do not offer refunds. We will require that you ship the mis-branded products back to our shop (we will provide you with return labels and will cover shipping costs). Diamondback Branding LLC will not be responsible for any branded products sold or given away prior to returning the order, or after the claim date has expired.

Privacy Policies

Privacy Notice

This privacy notice discloses the privacy practices for http://www.DiamondbackBranding.com. This privacy notice applies solely to information collected by this website. It will notify you of the following:

1.What personally identifiable information is collected from you through the website, how it is used and with whom it may be shared.

2.What choices are available to you regarding the use of your data
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3.The security procedures in place to protect the misuse of your information.

4.How you can correct any inaccuracies in the information.

Information Collection, Use, and Sharing

We are the sole owners of the information collected on this site. We only have access to/collect information that you voluntarily give us via email or other direct contact from you.

We will not sell or rent this information to anyone.

We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship an order.

Unless you ask us not to, we may contact you via email in the future to tell you about specials, new products or services, or changes to this privacy policy.

Registration

In order to use this website, a user must first complete the registration form. During registration a user is required to give certain information (such as name and email address). This information is used to contact you about the products/services on our site in which you have expressed interest. At your option, you may also provide demographic information (such as gender or age) about yourself, but it is not required. Information is stored whenever you visit a page on our store, create an account, place an order, sign up for a newsletter, or submit a contact form on our site.

Orders

We request information from you on our order form. To buy from us, you must provide contact information (like name and shipping address) and financial information (like credit card number, expiration date). This information is used for billing purposes and to fill your orders. If we have trouble processing an order, we'll use this information to contact you.

Cookies

We use "cookies" on this site. A cookie is a piece of data stored on a site visitor's hard drive to help us improve your access to our site and identify repeat visitors to our site. For instance, when we use a cookie to identify you, you would not have to log in a password more than once, thereby saving time while on our site. Cookies can also enable us to track and target the interests of our users to enhance the experience on our site. Usage of a cookie is in no way linked to any personally identifiable information on our site.

Sharing

We share aggregated demographic information with our partners and advertisers. This is not linked to any personal information that can identify any individual person.

We use an outside shipping company to ship orders, and a credit card processing company to bill users for goods and services. These companies do not retain, share, store or use personally identifiable information for any secondary purposes beyond filling your order.

Surveys & Contests

From time-to-time our site requests information via surveys or contests. Participation in these surveys or contests is completely voluntary and you may choose whether or not to participate and therefore disclose this information. Information requested may include contact information (such as name and shipping address), and demographic information (such as zip code, age level). Contact information will be used to notify the winners and award prizes. Survey information will be used for purposes of monitoring or improving the use and satisfaction of this site.

Your Access to and Control Over Information

You may opt out of any future contacts from us at any time. You can do the following at any time by contacting us via the email address or phone number given on our website:

1.) See what data we have about you, if any.

2.) Change/correct any data we have about you. 3.) Have us delete any data we have about you.

4.) Express any concern and request further information about the use of your data.

5.) Right not to be discriminated against for exercising CCPA rights.

Security

We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.

Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a lock icon in the address bar and looking for "https" at the beginning of the address of the Web page.

While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment.

If you feel that we are not abiding by this privacy policy, you should contact us immediately via telephone at 512-800-4555 or via email at orders@diamondbackbranding.com.