FAQ
FAQ
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 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.” 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).
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.
What are the production times and costs for advertising art?
Template advertising art preparation is free when we have 3 business days to complete. Rush charges or custom art charges are $35.00 per hour.
What are my responsibilities 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. We will not put any marketing pieces into production without artwork approval.
Will I receive an invoice?
An invoice will be sent to the email address on file when the order is billed.
How can I learn to use the website?
Please contact your customer service representative by calling 1-888-799-4757 or emailing msa@claytonkendall.com
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, utilize the Order Resolution Process on the website (under My Account).
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.