Everything in the Brand Shop is decorated to order, so the moment your design is engraved, pressed, printed, or stitched, it's permanent. There's no undo on a steel tumbler. That's why we ask you to make a choice before we start, and this page is what that choice means for both of us.
It works alongside our Terms of Service, and if the two ever disagree, the Terms of Service control.
The choice you're making
Every order gives you two ways to go. You can buy a file review, priced per order and shown to you before you commit, or you can approve your own artwork and we'll produce it exactly as configured.
Both are fine, and plenty of orders go through without a review because the customer already knows their file is clean. We just need to know which one it is before the machine starts.
If you buy a file review
Somebody here opens the artwork you uploaded or configured and actually checks it: resolution at the size you ordered, ink and thread color counts, contrast against the product color you picked, how the design sits inside the printable area, the spelling of any text you typed, and whether the file will hold up to the process it's going onto.
Then we send you a proof, and nothing gets cut, engraved, printed, or stitched until you approve it.
If you approve it yourself
You're telling us all of this, and we're taking you at your word.
- You've looked at the design. The preview at checkout is what you're ordering, and you've seen it at the size and on the product color you selected.
- You approve it as it appears. Nobody here will check it, correct it, redraw it, recolor it, respace it, or question it; it goes onto the machine as configured.
- The content is yours. Spelling, names, dates, phone numbers, addresses, license numbers, and anything else you typed comes out character for character, mistakes included.
- You accept the limits of your file. Low-resolution artwork comes out soft or pixelated. Colors and gradients the process can't reproduce won't reproduce. A background you meant to have removed, whether it's white, transparent, or clipped, prints the way you sent it.
- You accept the limits of the process. Laser engraving is a single tone. Vinyl has a minimum detail size. Embroidery has a minimum stitch size and won't hold fine linework. Sublimation and UV print shift away from what a lit screen shows you. Curved surfaces stretch artwork toward the edges of the print area.
- Screen color isn't print color. Your monitor glows and it isn't calibrated to our machines, so color on the finished piece will differ, sometimes noticeably, and that difference isn't a defect.
- You hold the rights. You warrant that you own or are licensed to reproduce every logo, image, typeface, and mark in the design, and you agree to indemnify EagleHQ against any claim that says otherwise. That promise outlives the order and stays in force after the job ships.
We keep your acceptance on file with the order, along with the preview and configuration you approved, so either of us can go back and see exactly what was agreed to.
What we're still on the hook for
Approving your own artwork covers the design, and only the design. The build is still on us, every time.
- Physical defects in the blank product itself.
- Manufacturing faults on our side, meaning an imprint misaligned past the tolerance we publish for that product, an incomplete engrave, an unfused print, or a garment stitched to the wrong panel.
- Producing something materially different from what you configured and approved, so the wrong colorway, the wrong product, the wrong quantity, or the wrong placement.
- Loss or damage in transit, which is handled under our Shipping Policy.
If any of that happens, tell us and we'll make it right.
If something's wrong
Email hello@eaglehq.us within [7] days of delivery with your order number and a couple of clear, well-lit photos, and we'll sort it out; that usually means a remake or a refund, whichever you'd rather have. Sometimes we'll ask you to send the piece back before we re-run it, and when we do, we cover that shipping.
Remakes and returns
A decorated product is made for you and can't be resold, so an order you approved yourself that came out the way you approved it isn't returnable and isn't eligible for a free remake. If you want the job re-run with corrected artwork, that's a new order at the usual price, and our Refund & Cancellation Policy governs everything else.
Changing your mind
You can add a file review any time before your order enters production, so just email us and we'll send you the link. Once a job starts on a machine the material is spent, and at that point the order can't be changed.
The rest of the fine print
This agreement is governed by the laws of the State of Tennessee, and if one part of it turns out to be unenforceable, the rest still stands. We update these terms from time to time, and the version that applies to your order is the one posted when you placed it, which is why it's dated and numbered at the top.
Questions
Email hello@eaglehq.us before you approve. Asking is free, and a remake isn't.
Questions? Get in touch.