FAQ Revised
What types of products are available?
INVENTORY - items that can be used by any franchise location without additional imprinting. These items are ready to ship from our warehouse.

ON-DEMAND – items that can be used by any franchise location without additional imprinting. These items are not maintained in inventory and are produced when ordered.

PERSONALIZED - items used by the community, which can be personalized with names, addresses, email addresses, phone numbers, micro-site addresses, etc., and are produced on-demand.

CUSTOM - items not shown on the website. A custom order request initiates the process.
What are standard production times?
INVENTORY - Typically ship within 2-3 business days (does not include weekends or holidays) for any order placed before 12PM EST during normal business hours.

ON-DEMAND – Typically ship 5-7 business days (does not include weekends or holidays) for any order placed before 12PM EST during normal business hours.

PERSONALIZED - Typically ship within 5 - 7 business days (does not include weekends or holidays) after artwork approval for any order placed before 12PM EST during normal business hours.

CUSTOM - Production does not begin until price quotes and artwork are approved after corporate sign off. Custom items must be ordered separately.
What are shipping options?
PARTIAL – Inventory items may ship before personalized and on-demand items are ready.

COMPLETE – Inventory items are held until all items are ready.

GROUND – Most economical method.

AIR – When deadlines must be met in specific situations.
How can I use the shipping information on the website?
ESTIMATES - These are guidelines to cost. Actual charges are not available until the products are packed and weighed.

TRANSIT TIMES – Ground transit times can be estimated based on the destination using the shipping map on the website.
How do I use Order Resolution?
Log into the Clayton Kendall website. Click on My Account. There you can view all of your orders. Choose the order that you have questions about and click the button that says, “Have a problem with this order.”

There you will be able to ask for status updates, tracking info, return items, and anything else you have a question about for that particular order. You can choose the specific item you have a problem/question about by clicking the (+) sign next to the date of the order on the left. This gives us the opportunity to research an answer to your question(s).
Will I receive an invoice?
An invoice will be sent to the email address on file when the order is billed.
How do I make a payment?
A credit card is required for all purchases. Once you provide your credit card information, the card will be charged automatically for all purchases. You will not have to enter any credit card information on the website.
What is the Return and Exchange policy?
We guarantee the quality and workmanship of our products for 30 days from the day you receive your order. We shall accept returns of products in the event the product is defective, broken during shipping, or in the event an item is sent that is different from the item that was ordered. Buyer has 2 weeks from receipt of item(s) to notify Clayton Kendall of any issues with the product(s). We shall also accept returns of any stock item purchased for any reason as long as the item has not been used, washed, dry cleaned, worn or damaged. Buyer has two weeks from receipt of goods to return products to Vendor.

Pre-order Kits and individual pre-order items cannot be cancelled once the order is placed. Pre-order Kits and individual pre-order items are non-refundable, non-exchangeable, and non-returnable. Personalized items and custom orders cannot be returned unless they are defective. All Clearance items are not returnable or exchangeable as all sales are final. If you have a quality concern, please utilize the Order Resolution Process on the website (under My Account).

If the return is due to an error on the part of Clayton Kendall, we will issue a call tag to pick up the item(s) and pay the return shipping fees. Otherwise, you will be responsible for making the shipping arrangements and the associated cost. Any refund due will be issued when the item(s) are received.
What is the order cancellation policy?
For personalized and customized items, once the order has been placed into production, the order cannot be modified or canceled. This does not apply to inventory items. If the inventory item has already shipped, please refer to the Return and Exchange Policy above.
What are my responsiblities for art approval?
When you place an order containing personalized items, such as marketing pieces, please check the email under which the order was placed for the artwork approval link within 24-36 hours, unless your item is proofed online. We will not put any marketing pieces into production without artwork approval.
Other Terms
In no event shall Clayton Kendall be liable for consequential, incidental, special, or punitive damages, including lost profits or lost opportunities, relating to any defect in, or delay or failure in delivery of, any Products, regardless of whether such damages were foreseeable or the legal theory under which such damages are sought. Clayton Kendall’s maximum liability is limited to the price of the Product(s) giving rise to the claim. These terms and all Product sales are governed by Pennsylvania law, and the state and federal courts located in Pittsburgh, Pennsylvania, have exclusive jurisdiction over all disputes. These terms are deemed the final and integrated agreement between us related to the Products.
Sales and use tax
Clayton Kendall is required to collect sales tax on orders shipped to states* that impose a sales tax, where our company has nexus. If your organization is exempt in any of these states or jurisdictions, please provide your customer service representative with a valid tax exemption or resale certificate before a purchase is made. Clayton Kendall is unable to reimburse sales tax once an order is approved.

* AR, AZ, CA, CO, CT, DC, FL, GA, ID, IL, IN, KS, KY, LA, MA, MD, MI, MN, NC, NE, NJ, NV, NY, OH, OK, PA, RI, SC, TN, TX, UT, VA, WA, WI, WV

In states where Clayton Kendall is not required to collect sales or use tax, please consult with your local tax professional to determine your responsibility to pay tax on your purchases.