Frequently asked questions

ORDERING

Do I supply the items to be printed?

Yes. We print on items you supply. Please send at least 5% more than you need, to cover setup and spoilage. We check your items for obvious damage when they arrive, and in some cases we may ask for a few samples first to confirm they are suitable for printing or kiln firing. For some larger jobs we may be able to source items by arrangement; ask us when you enquire.

Can you print on items that have a coating or treatment?

Sometimes. Coatings, residues and some surface treatments reject ink or stop it bonding, and we cannot always tell by looking. Send us a few items first and we will test them. Some coatings can be burnt off in the kiln before decorating; that is an extra step we quote and charge before production. Where a coating or contamination on items you supply affects adhesion, that is a fault in the items rather than in our work.

What is the minimum order quantity you can print?

Our prices are based on a minimum order of 36. Smaller orders may be accepted, but the price will increase accordingly.

Will I receive exactly the quantity I ordered?

Decorating and firing consume a little stock, so the finished count can land within 10% either side of the quantity ordered, and we invoice what we deliver. Breakage of up to 2% on a run is normal and is not charged to you. If you need an exact minimum, tell us before production and we will run to it.

Can you print individual names?

Yes. The only way to do this is as a kiln-fired decal, which your quote calls Detailed Decoration. Pricing depends on the quantity of names and their size.

I want the print in a position that is not normally done.

Depending on the item and the process, this can often be done. A kiln-fired decal gives you the most options. Note that we keep decoration clear of the lip and rim of drinking vessels unless you ask otherwise before approving your sample.

LEAD TIMES

What are lead times for a print job?

This depends on the size and complexity of the job and the availability of the items to be printed. We generally advise 10 working days, counted from when your artwork, sample and stock are all confirmed, not from the order date. We do our best to meet your required date.

I've left it late. Can you still print my order?

Depending on how busy we are, it may still be possible. Please call us and we will do our best to help. Rush jobs are quoted individually.

ARTWORK

I don't know where to get the correct artwork format.

We can have your artwork redrawn at a very reasonable cost, so we can work from almost anything you have. Once the job is paid, you can use the redrawn file for that job and its repeats with us. See our Artwork Specs page for the formats we need.

I have a JPEG of my artwork. Why can't you use it?

A JPEG is a picture, so it can't be edited. For screen printing we often need to make small changes so the artwork prints well, such as thickening fine lines and text, or opening up gaps so the ink lays down cleanly. That's what makes the finished print look right. If you only have a JPEG, we can redraw it for you.

SAMPLES AND COLOUR

Do I need to approve a sample first?

Yes. For a production run we make a pre-production sample and you approve it in writing before the run starts. The approved sample is the specification for the run, so check it in your own process, such as washing, filling, chilling or capping, before you approve it. Samples are charged as a normal print run, but if you go ahead with the order on the same artwork within 7 working days, the setup charge for the run is waived. If colour is your only concern, we can often do a colour match swatch free of charge.

Will the colour match my Pantone exactly?

A Pantone reference is a target, not a guarantee. Kiln-fired inks shift in firing, and the glass or ceramic shows through, so only a fired sample confirms the colour.

CARE AND USE

Will the print last in a dishwasher?

Kiln-fired decoration is dishwasher durable in normal commercial use. Hot-room cured decoration is hand-wash only. Your quote states which process is used for each item, so if dishwasher use matters, tell us when you enquire.

Is there anything I should check before using my printed items?

Yes. Please test a few printed items in your own process (washing, filling, chilling, capping) before using the full order, and check the order when it arrives. Report any problem in writing within 7 days of delivery, and before the items are filled or processed.

What happens if there is a problem with my order?

Tell us in writing within 7 days of delivery, with photos, and keep the affected items. If the fault is in our workmanship, we will reprint the items or credit the decoration cost, whichever we consider best.

PAYMENT AND TERMS

What are your payment terms?

Account customers pay by the 20th of the month following the invoice, unless their account says otherwise. New customers may be asked for a deposit before production, or to pay before dispatch. Pay by direct credit to the account on the invoice, quoting the invoice number.

What are your terms of trade?

All quotes and orders are subject to our Terms of Trade, including sample approval, a 7-day claims period, and our liability for defects. You can read them at ascentprint.co.nz/terms.