FREQUENTLY ASKED QUESTIONS
ACL (Applied Ceramic Labeling - Direct Screen Print):
- Customer Information
- What are your customer service hours?
- Decorating and Technical
- What types of paint do you use to direct screen print and what are the differences?
- Can you do a full 360 wrap?
- Order Information
- What information do you need to place an order?
- What type of artwork do you accept?
- Do you match to pantone colors?
- Do you charge setup charges?
- How do I know that the art I sent you is what you will print?
- Do you supply pre-production samples?
TABLEWARE:
- Customer Information
- Who can purchase tableware and specialty items from U.S.I.?
- What are your customer service hours?
- Decorating and Technical
- What types of paint do you use to direct screen print and what are the differences?
- Are precious metals dishwasher safe?
- Can you do a full 360 wrap?
- Order Information
- What information do you need to place an order?
- What type of artwork do you accept?
- Do you match to pantone colors?
- Do you charge setup charges?
- How do I know that the art I sent you is what you will print?
- Do you supply pre-production samples?
- Delivery
- What is the usual turnaround time?
- What are the terms of the Prepaid & Charge Freight service?
- How are freight claims handled?
ACL (Applied Ceramic Labeling - Direct Screen Print):
- What are your customer service hours?
- Customer Service hours are Monday to Friday 8:00am to 4:00pm pacific standard time. After hours you can leave a voice mail. If you wish to send an e-mail click here.
- What types of paint do you use to direct screen print and what are the differences?
- We use 5 different types of paint in our direct screen print process:
| Ceramic Paints |
The most popular style of paints offering excellent durability and clarity. |
| Precious Metal Paints |
Gold, Platinum and Copper; the ultimate materials for high end labeling. |
| Iridescent Paints |
Paints that create a textured and multi color look. |
| Metallic Paints |
Paints that provide a coarse and textured look ideal for Gold and Copper colors. |
| Etch Paint |
Specially formulated paint used to provide an "etched" look in a cost effective medium. |
- Can you do a full 360 wrap?
- Yes
- What information do you need to place an order?
- Orders should include instruction on quantity, shipping information, as well as design instructions including colors, placement, size and type of font and digital artwork if no customer design is required.
- What type of artwork do you accept?
- Digital formats that we prefer to work with are:
1. CDR (Corel Draw) v10 or less
2. EPS v10 or less
3. AI (Adobe Illustrator) v10 or less
Please include a PDF, JPG or paper label of the art so that the designers can compare the working files to the PDF to ensure there have been no font substitutions or problems opening the files. If there are any font issues, the designers may request that the fonts be converted to outlines/curves/objects and resubmitted.
- Do you match to pantone colors?
- Yes, but we do not guarantee an exact match. Please note that rubines and rhodamines, and shades of which, are not attainable.
- Do you charge setup charges?
- No.
- How do I know that the art I sent you is what you will print?
- We do not proceed without final customer sign-off on design and layout. We always supply a proof before any production.
- Do you supply pre-production samples?
- Yes, at a minimal charge.
TABLEWARE:
- Who can purchase tableware and specialty items from U.S.I.?
- For tableware customers, U.S.I. sells to any distributor. If you wish to contact a distributor, please call customer service at (250) 549-1323, or e-mail us.
- What are your customer service hours?
- Customer Service hours are Monday to Friday 8:00am to 4:00pm pacific standard time. After hours you can leave a voice mail. If you wish to send an e-mail click here.
- What types of paint do you use to direct screen print and what are the differences?
- We use 5 different types of paint in our direct screen print process:
| Ceramic Paints |
The most popular style of paints offering excellent durability and clarity. |
| Precious Metal Paints |
Gold, Platinum and Copper; the ultimate materials for high end labeling. |
| Iridescent Paints |
Paints that create a textured and multi color look. |
| Metallic Paints |
Paints that provide a coarse and textured look ideal for Gold and Copper colors. |
| Etch Paint |
Specially formulated paint used to provide an "etched" look in a cost effective medium. |
- Are precious metals dishwasher safe?
- No, they are a soft metal and hand-washing is highly recommended.
- Can you do a full 360 wrap?
- Yes, depending on the item.
- What information do you need to place an order?
- Orders should include instruction on quantity, shipping information, as well as design instructions including colors, placement, size and type of font and digital artwork if no customer design is required.
- What type of artwork do you accept?
- Digital formats that we prefer to work with are:
1. CDR (Corel Draw) v10 or less
2. EPS v10 or less
3. AI (Adobe Illustrator) v10 or less
Please include a PDF, JPG or paper label of the art so that the designers can compare the working files to the PDF to ensure there have been no font substitutions or problems opening the files. If there are any font issues, the designers may request that the fonts be converted to outlines/curves/objects and resubmitted.
- Do you match to pantone colors?
- Yes, but we do not guarantee an exact match. Please note that rubines and rhodamines, and shades of which, are not attainable.
- Do you charge setup charges?
- No.
- How do I know that the art I sent you is what you will print?
- We do not proceed without final customer sign-off on design and layout. We always supply a proof at no charge.
- Do you supply pre-production samples?
- Yes, for orders over 288 units. For more information, please see our gallery.
- What is the usual turnaround time?
- Turnaround is usually 10-14 working days from receipt and approval of art for stock items. Any other items not in stock take from 3-4 weeks.
- What are the terms of the Prepaid & Charge Freight service?
- If you elect to use our prepaid and charge freight service this cost will appear on the invoice for your ware. We offer special rates.
- How are freight claims handled?
- If you use our prepaid courier service and have breakage in transit, do not reject an order if you believe there has been some damage, but have the courier company complete an inspection report and submit to our office so that we can process a claim. No claim will be honoured that does not comply with these procedures. A credit note will be issued once the claim is processed and a refund is submitted to our company.
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