Terms of Service



Etching: To ensure the best possible etch for your products, all artwork should be black and white vector art. Ideal formats include .ai, .eps and .pdf created in Adobe Illustrator. Artwork that is placed or linked into these documents do not meet these requirements. Artwork should be created to hold a minimum of a 1 pt. line weight.

Printing: To ensure the best possible print for your products, all artwork should be CMYK and at least 150 dpi. 300 dpi is recommended. Artwork dimensions should be sized for the area where it will be printed. Scaling artwork is not recommended as it can introduce artifacts/pixelation thereby reducing the quality of the printed imagery.

Fonts: Simple, bold sans-serif fonts are recommended. Many serif and script fonts contain marks that will not etch properly. If copy is sent with artwork, remember to send it in outlines or accompanied by the font file. Small marks such as registration ®, copyright © and trademark ™ need to be enlarged, deleted or turned into a dot. Artwork that does not meet these requirements, or needs modification to ensure a quality imprint, will have an art charge at a rate of $60 (C) per hour. If art charges will be incurred, customer service will notify you prior to set-up.

Emailing Art: Send to: art1@craftlinepromo.com – Please compress files prior to sending via email.


Blank Merchandise

For blank merchandise, contact customer service for pricing. There is a 15% restocking charge on all returned plain merchandise. Returns are not accepted without prior authorization.


Brand Shapes (Laser Cutting)

Pricing is calculated by drawing a rectangular border around the artwork. The total area of the rectangle is used to determine the appropriate pricing tier. Orders with less than 10 pieces per design will incur a $20 (C) less than minimum charge per design.



Once we have received your purchase order, approval of the virtual proof, and your payment (unless you are on terms), your order cannot be cancelled. Cancellations must be submitted in writing via email and are subject to approval. No cancellations on orders will be accepted if we have already ordered the stock, or if your order has been produced. Glassware is subject to a 20% restocking fee if the order is canceled prior to printing. If an order is cancelled before any proof/artwork has been started, there will be no charge.



Color-fill is available on most items in our catalog for $8.00 (C), per color, per item, per location. Choose from the color palette shown below. All marble and granite items include color-fill as shown at no extra charge. Complex designs are subject to an additional fee of $20 (C) per item. Determining whether a design is complex or not is at our discretion. Customers will be notified prior to production if a color-fill design is considered complex. PMS colors can be “approximated” for $60 (C) per order, regardless of order size. Note that the $8.00 (C) per piece, per color, per location charges still apply. Please understand that an “exact” match is typically not possible, but we can usually achieve your color(s) within a couple of shades. The color matching fee is a one-time charge and will not occur on reorders. Rush orders are not available when color matches are required. Please allow additional time for a proof and up to 10 business days for your actual order.

Please note, FDA regulations do not permit color-fill on items to be used for consuming food or drink. Color swatches are approximate, and may vary slightly from actual color-fill paint.



Orders are promptly acknowledged via email. Please review the acknowledgment carefully for any discrepancy. Our acknowledgment and/or your approval supersede all terms on the customer’s PO unless contested prior to the production of your order.


Consumer Products Safety Information Act

The Consumer Products Safety Information Act (CPSIA) sets rules and guidelines for all children’s products. Craft Line sells no products intended for use by children and therefore is not subject to CPSIA regulations. For more information on CPSIA guidelines, go to: www.cpsc.gov.


Co-Op Programs

Use catalog end-quantity for pricing. Use catalog beginning quantity for less than minimum orders. Please mark all orders “Co-op” to assure proper billing. Send a copy of the brochure or link to the website in which the item(s) will appear.


Copy Changes

There is no additional charge for copy changes on award items. Page will indicate if copy changes are free. All other items are $7.50 (C).


Credit Terms

Strict 30 days net for qualified accounts only. Accounts consistently past due, or those not eligible for an open account, will be set-up as prepay customers. COD orders are not accepted.

We accept VISA, Mastercard and American Express.


Drop/Split Shipments

There is a $10.00 (T) charge per destination after the first destination, plus actual shipping cost.

Names and addresses must be provided in Excel per our specifications. Please contact customer service for the Excel template file.Foreign Shipments

Customers must choose a carrier and provide an account number for billing. Craft Line is not responsible for researching and quoting shipping companies. There is a $25 (T) service charge per destination. The customer must establish declared value for the air bill. If value is not stated on the PO, we will use catalog pricing. Any duties, taxes, etc. charged back to us will be billed to the customer; these charges may be billed 90 days or more after shipment.


Freight Quotes

We will offer freight quotes, however we cannot be responsible for the accuracy of estimates, as carriers are rarely consistent from the estimates to the actual charges.


Holiday Production

For all orders with proof approval by December 1, we guarantee shipping (not delivery) by December 15. Please be aware that expedited freight charges may occur during the holiday season. We are NOT RESPONSIBLE for delays by the carrier.



Contact customer service.



Craft Line makes every effort to maintain sufficient quantities to meet product demand; however, all orders are subject to product availability. Please check with customer service or use the inventory lookup tool on our website.


Laser Engraving and Cutting

Laser engraving is achieved by burning, micro-fracturing glass or cutting. Burn marks are normal and the results may vary from piece to piece due to variations in the material. Acrylic can produce a slightly wavy edge due to heat generated by the laser. This is more visible on thicker pieces. Please note that this is inherent to the process and not considered a defect.



Items can be packaged in shipper-safe mailers for an additional $10.00 (C) charge per mailer.



Based on quantities listed on website.



Monogramming is available for the majority of our items with no set-up charge. Include with your order the list of initials and style desired. Contact customer service for further information.


Office Hours

Our office hours are from 9:00 a.m. to 5:00 p.m. EST M-F.


Overruns & Underruns

We ship exact quantities.



All items ship bulk, unless otherwise noted. Gift boxes are available for many items. Please contact your customer service representative.



There is no additional charge for personalization on award items. Page will indicate if personalization is free. All other items are $7.50 (R).


PMS Color Matching

We can attempt to match PMS colors when digitally printing or color-filling an item. The cost for a PMS color match is $75 (R) per color, per order. Please note that any match is considered an approximation; exact matches cannot be guaranteed.



Prices listed are updated regularly and are subject to change. Please ask for an order confirmation prior to ordering to ensure correct pricing. We are not responsible for incorrectly quoted pricing, regardless of where the pricing might be posted, without an order confirmation or sales quote.


Product Quality

Glassware is imperfect and variations in glassware may affect the imprint location. Laser engraved items may vary due to the substrate. Print colors may vary glassware due to the transparency of glass. Etched items are all hand-etched via sandblasting. Variations in texture may occur and are not considered defects. Due to the various processes of glass and crystal manufacturing, please be aware that bubbles, flow lines, chill marks and other variances are acceptable and not considered defects. **All dimensions shown are approximate and may vary slightly from piece to piece**


Production Time

Production time varies based on the item and decoration method. Most engraved items can be produced in 10-15 business days after proof approval. Printed product production times are normally 15-20 business days. Deep etched production times will be quoted and vary. Unusually large or complex orders may require additional working time and will be estimated on an individual basis. Ship dates cannot be guaranteed for orders that are held up due to credit issues, lack of artwork, art approval, etc. Your order will not be entered into the production schedule without new customer forms, payment and other approvals. We are not responsible for missed ship dates due to acts beyond our control.



No-charge digital proofs are provided for all orders, even exact repeat orders, unless otherwise requested, time permitting. Due to the unique production cycle of recognition products, and to allow us to produce rush orders, your proof will arrive approximately one business day after your order acknowledgment. Proofs must be approved as soon as possible to prevent any delays regarding ship date.

Pre-Production Proof: A production proof is a decorated proof of a product prior to production. We STRONGLY RECOMMEND getting a pre-production proof for an item you have not ordered from us in the past or for larger orders. Pre-production proofs allow you to inspect the product quality, decoration, imprint size and location, etc. We are not responsible for discrepancies on items if you choose not to order a pre-production proof, You agree that you will accept 100% liability for the order. Production proof cost is determined by the item and total quantity ordered.


Proposition 65

Lead Crystal: Proposition 65 requires us to warn California residents that consuming food or beverages that have been kept or served in lead-crystal products, or handling products made of lead-crystal will expose you to lead or lead components, a chemical known to the State of California to cause cancer and birth defects or other reproductive harm. Items containing lead- crystal are labeled with the Prop 65 warning on the product page.


Random Samples

Use end-quantity for pricing. Random samples must be ordered before 1:00p.m. (EST) to ship that day. Samples requested with specific logos are not considered random samples. Random samples can be sent on a 30-day memo bill when individual samples (not the total order) net $25 or more. Memo bill items must be returned within 30 days in order to receive a credit on product (not freight). Memo billing does not apply to spec samples or production proofs.


Rebates & Sales Incentives

Any rebates or other incentives for customer sales performance are considered on a case-by-case basis. All rebate programs must be approved in advance and in writing by company stakeholders.

Rebates are only issued via credit memo. No exceptions.

All rebates expire within one year of the issuing date.


Returns, Replacements & Claims

No returns will be accepted without prior written approval. Inspect all contents of your shipment immediately. Requests for returns or replacements must be submitted to Craft Line within 7 days of receipt and are subject to approval. Custom printed items cannot be returned for any reason except damage. All claims for breakage must be made by receiver with the freight carrier. Receiver must save outer carton(s) as well as inner contents and notify carrier immediately for prompt inspection. Photos of packaging and product must be taken in order to document damage. Title to goods passes to the purchaser at F.O.B. point and all recourse for damaged goods rests with the carrier and not Craft Line. Craft Line can only guarantee safe delivery to the original shipping address. We are not liable for damage to any items that are reshipped by the recipient.


Rush Orders

Rush orders are accepted, when possible, based on production availability. Rush fees will be quoted at the time the order is placed and, in some cases, expedited shipping may be necessary. Contact customer service for standard production time and rush availability.


Set-Up Charges

Setup charges are stated on the website based on the item and decoration method. If art is not provided to our specifications, an art charge of $75 (T) per hour will apply to “clean-up” the art. If art charges will be incurred on an order, customer service will notify you prior to set-up. Note: Copy changes and personalizations are not considered set-up and charges still apply.



All orders are F.O.B. Craft Line Plant. We operate plants at different locations around the country. Depending on the item, we may suggest shipping via UPS or LTL. We do NOT allow customer supplied shipping at some of our locations due to contractual relationships. We don’t own all of the facilities we use to decorate. We are always happy to provide a shipping estimate. Master cartons may be required to protect your items during transit. In this case, the master cartons may be included in the shipping estimate or may be quoted separately.There is an $8.00 (R) fee for each carton if shipping on customer supplied accounts. Only applies where available.


Spec Samples

Spec samples are priced at end-quantity pricing for cost of item plus setup charges and freight.

We will apply the setup charge to the order, if the order is placed within 90 days.



All liability for required trademarks on submitted art and copy rests solely with the customer and not with Craft Line. It is accepted by Craft Line as being in full compliance with all laws regarding copyright, patent, trademark or any similar protection. Pictured products, graphic designs and logos only represent our ability to duplicate art and to illustrate our imprinting techniques. These designs are not available for use or sale unless expressly authorized by their owners. No product endorsements should be inferred. For a complete, current list of restricted logos, visit: www.asicentral.com/unauthorized-logos


Virtual Samples

Virtual samples with up to two revisions are provided at no charge if proper artwork is provided. Additional revisions may be subject to an art charge at a rate of $75 (T) per hour.


Looking for something you don't see? We try to add as many products to our website, but because we have access to thousands of items, it is not always possible. If you are looking for something and you can't find it on our site, chances are we are able to get it. Contact our sales team today for more information.

PPAI #727238 • ASI #91597 • SAGE #51190 • DC #793919 • sales@craftlinepromo.com