Here are answers to common questions about our Order Terms. For more details and to cover all your concerns, please check the complete Order Terms.
Order Terms FAQs
You must be 18+ or the age of majority in your jurisdiction.
We’ll match specified Pantone/brand colors as closely as materials and processes allow, but exact matches aren’t guaranteed. If a precise match is critical, you can request a physical sample (additional cost/time).
Yes. Physical product samples are available on request and may add cost and extend timelines. Most approvals are done via our digital Tech Packet.
A pre-production spec showing placement, colors, dimensions, and key production details. Review it carefully. After you approve it, production proceeds and differences vs. the approved Tech Packet aren’t our responsibility.
For qualifying orders, we may assign a Guaranteed Ship Date (“GSD”) once your designs are approved, your initial payment is received, and key order details are confirmed. The GSD is the date we commit to hand your order off to the carrier and provide tracking, not the date it arrives at your door.
No. A GSD only covers our hand-off to the carrier on or before the agreed ship date. Transit time, customs inspections, weather, and other carrier or customs-related delays are outside our control and can affect final delivery timing, even when we meet the GSD.
You’re responsible for having the rights/permissions to all content you provide. When required by a carrier, broker, rights holder, or customs, you must supply any needed brand/trademark authorization or release letters. We may refuse orders that appear to infringe IP.
Unless we agree otherwise in writing, you are the importer of record and are responsible for all destination taxes, duties, VAT/GST/sales/use taxes, brokerage/clearance, and carrier surcharges/disbursement fees.
Some countries waive duties below a value threshold (de minimis), but carriers/brokers may still charge clearance/admin fees. You’re responsible for those fees. We may add a pass-through/admin charge equal to the actual assessed fees plus the greater of USD $25 or 1% of the invoice subtotal, capped at USD $100 (cap = $100). Any under/over-collections are reconciled by supplemental invoice or credit.
No. We no longer use flat shipping. We charge actual-rate shipping. We can estimate freight at invoicing; the final amount is reconciled to the actual assessed costs.
Unless otherwise agreed in writing, shipments are FCA – Origin facility (Incoterms® 2020). Risk of loss transfers to you when the goods are handed to the first carrier at the origin facility (our facility or a manufacturing/fulfillment partner’s facility). For ocean moves where we specify FOB – [Named Port], risk transfers once the goods are loaded on board at that port.
Transit delays, weather, customs inspections, or other events outside our control do not constitute a breach by Viral Retailer. We’ll help where we can, but timelines may shift.
Note damage/shortage with the carrier on delivery and notify us promptly. Keep packaging and take photos so we can assist with a claim.
Custom work is final sale. For material manufacturing defects, email care@viralretailer.com within 7 days of delivery with photos/evidence. If confirmed, we may repair, replace, or credit at our discretion.
Cancellations depend on costs already incurred. Rush orders are generally non-cancelable once scheduled. Changes during pre-production/production can affect price and lead time.
We may showcase finished work (portfolio, website, social) unless you tell us in writing before approval that your order must remain confidential.
You retain your IP. The Tech Packet and production files we create are our property and can’t be shared or reproduced without our written consent.
Quoted prices reflect your current specs. Final invoices reconcile actual shipping, taxes/duties, and carrier/broker fees. Any unpaid balance must be settled before we release goods.
We update them from time to time. The version on our website is the current version. Placing orders or continuing to use our site after updates means you accept the changes.
Email care@viralretailer.com and include your order number, photos (if applicable), and a brief description so we can help quickly.