GENERAL POLICIES & ORDER INFORMATION
CUSTOMER SERVICE HOURS
Telephone Hours:
Monday – Friday 8:00 am to 8:00 pm EST
Local: 616-784-5400
Toll Free: 800-968-7550
Fax: 800-968-7560
Email: customerservice@onestopinc.com
www.onestopinc.com
Orders placed online are subject to
stated shipping cut off times
Tech Support:
Toll Free: 800-968-7550 ext. 221
PICK-UP ORDERS
SUMMER HOURS (April 1 - December 23)
Monday – Friday: 8:00 am to 6:00 pm
WINTER HOURS (December 24 - March 31)
Monday – Friday: 8:00 am to 5:30 pm
Location: 2686 Northridge Dr NW, Grand Rapids, MI 49544
To assure prompt service when you arrive, pick-up
orders must be called in 2 hours in advance. Orders not
picked up within 48 hours will be restocked and a 15%
restock fee will be charged.
RUSH SERVICE: Requests to process pick up orders in
less than two hours will incur a Rush Fee of $3.00 per
order. For customer pickup orders only.
SHIPPING
THE LATEST SAME DAY SHIPPING IN THE
INDUSTRY - GUARANTEED!
All in-stock orders placed by 6:30pm ET will ship out the
same day, guaranteed or we will credit you 10% of your
merchandise total.
For customers in Lower Michigan, parts of the Upper
Peninsula and Chicago, IL – orders that are completed
by 8 pm ET will be guaranteed same-day shipping with
next day delivery.
Applies to all in-stock orders only. Does not apply to
drop ship or mill direct orders. All shipments include
shipping and handling and are F.O.B. Grand Rapids,
Michigan 49544 (excluding mill direct styles). Shipment
is made via UPS ground service unless otherwise
specified.
Optional Shipping Available:
• Truckline (LTL) Shipments - Orders must be received
by 6:30 pm ET to ensure same day shipping.
• FedEx Next Day Air, FedEx 2nd Day Air, 3rd Day -
Orders must be received by 5:00 pm ET to ensure
same day shipping. Additional $5.00 charge if using
your FedEx Number. No 1st Overnight FedEx service
available.
THIRD PARTY DROP SHIPMENTS
Drop shipments must be net, credit card or pre-paid.
One Stop is not responsible for discrepancies on orders
sent to anyone other than the invoiced customer.
ORDER CHANGES/CANCELLATIONS
In order for us to meet our late cut-off times, we allow
only a 10 minute window from the time the order is
placed for order changes and/or cancellations.
After this time, the order is allocated for processing and
will be shipped. We recommend having your complete
order ready before calling or placing orders online.
If additional items are needed, we will place a new
order for you.
Shipped orders refused upon delivery will be subject to
initial and return freight plus a 15% restock fee.
PAYMENT TERMS
COD-Cash: All initial orders are shipped on a COD-cash
basis. Payment must be made to the UPS driver in the
form of a money order or cashier’s check. Personal
checks will not be accepted. Pre-payment methods are
available.
COD-Company Check: Upon approval of a completed
credit application, customers may make their payment
to the UPS driver by company check. Please allow 1-2
weeks for credit approval.
Net Terms: Upon approval of a completed credit
application, customers are given 30 days to make payment
on the full amount within 30 days from invoice date.
Please send payment to: P.O. Box 141365, Grand
Rapids, MI 49514, or pay online. Any net invoices
that are paid by credit card after point of sale will
incur a 3% service fee.
Check by Phone & EChecks: Eligible upon approval
of a completed credit application. A valid Bank Routing
Account Number is required. Funds are automatically
deducted from your checking account.
Late Fees & Finance Charges: A one-time 2.5% late
fee will be charged if an invoice payment is not received
by the due date. In addition, a finance charge of 1.5%
per month (18% per annum) on balances beyond
established terms.
We reserve the right to revoke credit terms.
Returned Checks: NSF Checks are subject to a
$25.00 surcharge and company check privileges will be
reviewed.
We accept MASTERCARD, VISA, DISCOVER and AMERICAN
EXPRESS. We request you have your credit card in hand
before calling to place an order. Cash discount pricing
will be lost when a credit card is used. See Pricing Terms.
PRICING
Retail pricing is printed in the One Stop Wholesale
catalog for your convenience (A-Code) All pricing
is subject to change.
Current up-to-the-minute pricing and sales are available
online to registered users at www.onestopinc.com.
PRICE LISTS: Wholesale and Retail Price lists are
located under the Marketing Tools tab on our website
and can be downloaded in an Excel file or PDF format.
ACCOUNT ESTABLISHMENT
One Stop is a wholesale supplier to business customers
in the imprinted sportswear and promotional product
industries only. In order to establish an account you
must fax in a completed TAX ID FORM. A valid ASI, PPAI
or NNEP number may also be requested.
SALES TAX
We are required by law to collect sales tax on all goods
sold unless we have a properly completed and signed
Sales Tax Exemption certificate on file. You will be sent
a form to be completed upon opening an account.
GENERAL INFORMATION
No Minimums - There is no minimum order restriction.
Paperless Invoicing - Invoices for online orders will
automatically be emailed to the user who places the
order. Invoices for phone orders will be emailed or, if
requested, enclosed in the order shipment along with
the pick ticket.
Prepays - Payment must be received in 5 days or
orders will be returned to stock and subject to a 15%
restock fee.
Quality - We sell only first quality goods, but exact dye
lots, total color fastness and minimum shrinkage are not
included in the manufacturer’s warranties.
FREE FREIGHT PROGRAMS
Orders of $150+ on all products stocked at One Stop will
receive free freight, excluding COD charges. Mill Direct
orders are also eligible for free freight. Order minimums of
either $150 or $200 are contingent upon the mill shipping
point are apply to each individual brand. (i.e. cannot be
combined). See our website for full program details.
CLAIMS, RETURNS & REFUSED GOODS
Customers are responsible to check orders for accuracy
and inspect all products promptly when delivered. If there
is a discrepancy or error with your order, or you are not
satisfied with your merchandise, contact our Customer
Service Specialists as soon as possible. All returns must
be requested within 30 days of invoice date.
• Returns will not be accepted without a valid return
authorization number.
• All returns, including returns due to customer ordering
error, are subject to a 15% restocking charge.
• All sales on closeout styles are final. NO RETURNS
• We cannot accept returns on opened inks or supplies.
Valid returns on these items must be shipped back to
One Stop in proper packaging. Return goods damaged
in transit will not be eligible for full credit.
• Requests to return merchandise after 30 days are
subject to management approval. If granted, product
will be credited at the lowest price within the last
three months.
• All unclaimed or refused C.O.D. shipments are subject
to a 15% restocking charge, in addition to freight and
C.O.D. charges to and from shipping address.
• Please indicate defects in merchandise by placing
tape over the flaw.
One Stop is a member of these industry groups:
75085 171213 63588 ONES0001 02926S
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