Order Terms

Effective as of 7 July 2026

These Master Terms of Sale ("Terms") govern all purchases made with viralretailer.com (“VR”, “we”, “us”, “our”). By placing an order via our online 3D Customizer or via our traditional manual invoicing process, you confirm you’ve read, understood, and agree to these Terms. You also confirm you are at least 18 years of age or the age of majority in your jurisdiction. If you do not agree, please do not place an order.

1. Design Approvals & Production Workflows

A. Online 3D Customizer Orders

Instant Layout Approval: The custom design concept you build, configure, and submit through our online 3D Customizer serves as your final layout and design approval. Production begins directly based on your online 3D submission. No manual digital proofs or Tech Packets will be provided for 3D Customizer orders. Please carefully verify your spelling, item sizes, placement, and choices before completing checkout.
High-Resolution Artwork Submission: To ensure the highest possible print quality, you will receive an automated follow-up email immediately after checkout with instructions on how to upload your original, high-resolution or vector art assets (e.g., .AI, .EPS, .PDF, or high-res .PNG).

B. Traditional Offline Custom Orders

The Tech Packet Process: For manual custom orders placed via a sales representative, we will email an official digital mockup layout known as a "Tech Packet" detailing placement, colors, dimensions, and production specs. It is your responsibility to review this document carefully. Once you formally approve the Tech Packet in writing or via email, production proceeds.

C. General Art & Color Matching Rules (All Orders)

Our goal is to approximate specified Pantone and brand colors as closely as manufacturing processes, substrates, and materials allow. Variations can occur due to fabrics, inks, threads, environmental lighting, and digital screen displays. Exact matches are not guaranteed. Physical pre-production samples are available upon request for traditional custom orders; these may add extra costs and extend production timelines.

2. Artwork, Intellectual Property & Brand Authorization

You are solely responsible for all content, text, images, and logos you provide or upload. You warrant that you hold all necessary rights, licenses, and permissions for any intellectual property (IP) used in your design.

Where required by a shipping carrier, customs broker, brand owner, rights holder, or customs authority, you agree to immediately supply formal brand/trademark authorization or release letters. You agree to defend, indemnify, and hold VR harmless from any third-party claims, damages, or liabilities arising from your content or any failure to secure proper authorizations.

While you retain full ownership of your native logos and IP, any production files, configuration layouts, or Tech Packets generated by our internal design team remain the exclusive property of VR.

3. Quotes, Pricing & Payment

For 3D Customizer Orders: Prices displayed in the online store cart are final at checkout, exclusive of destination country import taxes and duties. Payment is due in full at the time of checkout.
For Traditional Offline Orders: Quotes reflect current material specifications and quantities. Any subsequent changes to design, materials, methods, or volume will alter the price and schedule. Any outstanding invoices or final balances must be settled in full before goods are cleared for release from our facilities.

4. Shipping, Delivery & Risk of Loss

A. Shipping Terms & Incoterms® 2020

Unless explicitly agreed otherwise in writing, all shipments are sold FCA (Free Carrier, Incoterms® 2020) from our production partners’ facilities or designated origin hubs.

Under our standard FCA terms, our responsibility ends and the risk of loss and title transfer to you the exact moment the goods are handed over to the first carrier (e.g., DHL, FedEx, UPS, or a forwarder) at our origin hub.
For specific bulk shipments where FOB (Free on Board) is explicitly listed on your invoice, risk of loss and title transfer to you once the goods are loaded safely on board the vessel at the named port of shipment (e.g., FOB Shanghai, FOB Ho Chi Minh City).
Once the carrier accepts the goods, any subsequent loss, damage, transit delay, or misrouting is exclusively between you and the carrier.

B. Shipping Charges

For 3D Customizer Orders: We apply flat-rate shipping charges at checkout based on the specific items and total order amount. Exceptionally large bulk orders submitted online may be flagged for an adjusted, custom freight charge.
For Traditional Offline Orders: Previously listed flat fees are replaced by actual-rate shipping. Freight is estimated at the time of invoicing, and the final balance is reconciled to the exact actual costs assessed by our carriers.

C. Damage and Shortage Claims

Please inspect your shipment packaging closely at delivery. Note any visible damage or item shortages directly with the carrier on the delivery receipt before signing. Retain all original packaging and notify us promptly at care@viralretailer.com so we can assist you in filing a carrier claim.

5. Guaranteed Ship Date (GSD) Policy

For qualifying orders, we may assign a Guaranteed Ship Date (GSD). Your GSD is the specific date we commit to hand your order off to the shipping carrier and provide tracking—it is not a final delivery guarantee to your doorstep.

A. How a GSD is Locked

A GSD is only locked into production after:

Your designs are finalized (via online 3D checkout submission or written sign-off on an offline Tech Packet).
Your initial payment or checkout deposit has cleared.
All critical production details (sizes, volumes, materials, labeling, and ship-to locations) are fully confirmed.

B. Maintaining Your GSD

To keep your GSD active, you must respond promptly to operational queries, avoid introducing late modifications to your order, and settle final balances within 5 days of your "ready to ship" notification. Communication or payment delays may result in your GSD being modified or withdrawn.

C. Exclusions & Missed Commitments

What is Not Covered: The GSD does not cover carrier delays, transit routing issues, customs inspections, border holds, or force majeure events (severe weather, strikes, natural disasters, sudden tariff adjustments).
If We Miss the GSD: If we fail to hand your order to the carrier by the assigned GSD due solely to reasons within our reasonable control, we will notify you immediately. We will provide a revised ship date and take reasonable mitigation steps at our expense (such as production prioritization or upgrading your shipping service speed).

6. Taxes, Duties, Import & De Minimis

Unless explicitly stated otherwise in writing, you (the customer) are the Importer of Record for all international shipments.

You are entirely responsible for paying all destination-country taxes, duties, VAT, GST, customs brokerage fees, and local carrier disbursement surcharges.
If a shipment qualifies for a local customs de minimis exemption program, you remain responsible for any related carrier administration or handling fees.
Administrative Pass-Through Charge: For traditional offline invoiced orders where VR manages customs duties and carrier disbursements on your behalf, we may apply an administrative pass-through charge. This charge equals the actual assessed customs fees plus the greater of USD $25 or 1% of the invoice subtotal, strictly capped at a maximum of USD $100 per shipment. This fee does not apply to standard 3D Customizer orders.

7. Inspections, Defects, Cancellations & Warranties

A. 7-Day Inspection Window & Defects

All custom-decorated work is final sale. You must inspect your goods immediately upon delivery. Any material or manufacturing defects must be reported to care@viralretailer.com within 7 days of delivery accompanied by clear photographic or video evidence. Late claims submitted after 7 days will be denied. If a defect is verified, VR will, at its sole discretion, repair, replace, or issue an account credit. Normal product wear, fading, misuse, or improper garment care are excluded.

B. Cancellations

Because custom items are produced tailored specifically to your design, all custom orders are final sale. Cancellation eligibility depends entirely on the design, labor, and material costs already incurred at the moment the request is received. Rush orders are completely non-cancelable once scheduled.

C. Warranty Limitations

Unless otherwise specified, products are provided on an “as is” basis. Remedies are strictly limited to repair, replacement, or account credit at VR’s discretion.

8. General Legal Provisions

A. Product Photos & Marketing License

You grant VR a non-exclusive, worldwide right to display high-quality images of your finished, manufactured products on our portfolio, website, and social media channels for marketing purposes. If your order must remain confidential, you must notify us in writing before checking out or approving production. If you submit photos featuring people for our use, you represent that you hold all necessary modeling releases and permissions.

B. Limited Liability

To the fullest extent permitted by law, neither VR nor its affiliates will be liable for any indirect, incidental, special, or consequential damages (including lost profits). VR’s maximum aggregated liability for any claim arising from an order is strictly limited to the total amount paid by you for the specific affected products.

C. Governing Law & Dispute Resolution

These Terms are governed by and construed in accordance with the laws of the State of Illinois, USA, without regard to conflict of law principles. The parties consent to the exclusive personal jurisdiction and venue of the state and federal courts located in Illinois, and explicitly waive any rights to a jury trial.

D. Contact & Customer Feedback

Feedback, suggestions, or comments you submit regarding our 3D Customizer or services may be used by VR without compensation or confidentiality obligations. For any questions regarding your order or these terms, please contact our care team at care@viralretailer.com.