FAQ

 

 

 

 

 

ARTWORKS AND PROOFS

Where do I send my artwork?

Orders and artwork for Victorinox Swiss Army, Inc. (“Victorinox”) must be sent to corporateorders.us@victorinox.com. An automated acknowledgment of receipt will be sent for all orders.

 

  Is there a charge for proofs or virtuals?

No. Victorinox offers free virtual logo placement so that you can see how your company’s logo(s) may look on our product(s). Please contact your sales representative or Customer Service to request virtual images.

 

 When can I expect a proof?

Please allow 24 hours to receive your first proof.

 

Are sew-outs provided for embroidery orders?

An embroidery swatch sew-out proof is provided free of charge on all new digitized designs UPON REQUEST. Please allow 3 business days for completion of the sew-out, plus shipping time. If expedited shipping is required, please provide a third-party account number.

Additional sew-outs will incur a $15.00 (G) charge, plus shipping charges.

 

Are pre-production photographs provided at no charge?

No, if you require a photograph of the first run item before proceeding with the order, a $10(X) charge will be incurred. 

 

What type of art file is required for production?

For all decorating processes, we require clean, crisp, high resolution artwork. Vector artwork is required, with all fonts converted to outlines. Acceptable file types include: AI, EPS, PDF.

 

Can I provide a .DST file?

Yes, when you provide a DST file within the specified decorating area of the bag, the $100(G) set up charge is waived.  A copy of the logo designating color location is also required.

 

How small can text be sewn on embroidery orders?

Text on embroidery can be no smaller than 0.25” high. We may recommend removing a tagline from a logo if it does not fit within these standards at the maximum embroidery area.  

 

Is there a charge for PMS matching?

No. PMS numbers are required for production on Pad Printing, Embroidery, and Screen Printing; PMS color matches and Metallic Inks are not available with B3 Printing.

In B3 Printing, PMS colors are converted to corresponding CMYK colors to achieve close equivalents. When CMYK equivalent is not sufficient, please call Customer Service to discuss alternatives.

 

 

POLICIES

Can we send product back to have them decorated?

Product cannot be sent back for decoration.

 

 What if I need to change or cancel my order?

In the event that changes need to be made to an order after it’s been confirmed to have been released to production, there is no guarantee we will be able to accommodate the request without incurring additional charges. Please call customer service at 800-243-4066 and speak to a representative

 

Can ingots/keychains be purchased separately?

Ingots cannot be sold to be shipped separately. They can be pre-purchased to hold in our stock as part of Victorinox inventory program, however they must be applied to Victorinox product and cannot ship separately.

 

 What is your resale policy?

Products in this catalog are intended solely for the CORPORATE MARKETS sector. They can only be resold to purchasers who will use them as incentives and promotions and will not sell them to consumers or persons likely to resell them, directly or indirectly, to consumers. Any warranties, including without limitation, implied warranties or merchantability and of fitness for any particular use will not apply to products resold in violation of this limitation, and ordering from this catalog, customers agree to this restriction.

 

Do you ship overruns / underruns?

Overruns and underruns up to 5% can be expected on custom-shape Epicurean orders and on special customizations produced in the factory

What is your return policy?

Returns are accepted up to 30 days from the date of the original invoice. We do not accept returns on product that is not in its original packaging, imprinted, discontinued, damaged, or used.  The RA number must be clearly marked on the outside of each box. All boxes containing blank items must be inspected and verified as the correct product ordered before decorating. For 3rd parties it is the distributor’s and decorator’s responsibility to verify shipments. A 15% restocking charge may be assessed for return of non-decorated goods at the discretion of Victorinox.

 

All returns are to be shipped freight prepaid. Collect shipments cannot be accepted. Any additional charges for storage and/or redelivery will be the responsibility of the distributor and should be settled directly with the freight carrier.

 

What is your sample policy?

All single piece sample orders will receive EQP pricing less 10%. Spec samples are EQP pricing less 10% plus standard set up and run charge; limit 3 samples per style. Sample pricing does not apply to items with special pricing or closeouts.

 

 

FEES

Is there a fee for drop shipments?

Drop shipments will incur a $5.00 (X) charge per location after the first location, plus freight.

 

 What is the charge for insertions or inclusions, labels, stickers, etc.

This is available in most cases. Please contact our Customer Service department for a quote.

 

 Do you have rush fees?

A rush fee of $50 (X) will apply for any order with expedited production time whenever it can be accommodated.

 

 

SHIPPING 

How long does it take to ship out a blank order?

Blank orders will ship in 2–3 working days via UPS Ground service unless otherwise specified.  

Victorinox will not be liable for delays in delivery or product availability due to customs, shipping, or natural disasters.

 

Can you ship internationally?

Yes, we do. However, we would require a shipping account which has been set up for international shipments to bill duties & taxes.

 

Where do your products ship from?

Blank Travel Gear and Travel Gear decorated with Ingots – Bridgeton, MO 63044

Embroidered Travel Gear – Truesdale, MO 63380 or Wentzville, MO 63385

All Other Products – Monroe, CT 06468

 

Can you ship on 3rd party accounts?

Yes, please provide the FedEx or UPS number on your PO. UPS Ground is the default method unless otherwise specified on the PO or as part of your account information.

 

 

ORDERS

Where do I send my PO?

Orders and artwork for Victorinox Swiss Army, Inc. (“Victorinox”) must be sent to corporateorders.us@victorinox.com. An automated acknowledgment of receipt will be sent for all orders.

 

Do I need to set up an account?

In order to place an order with us, you must set up an account. Please email it to  to get started.

 

What type of credit cards are accepted?

We accept all major credit cards including, Visa, MasterCard, and American Express.  The only card which is not accepted is Discover.

 

How is your pricing listed?

The pricing listed is blank pricing. Decoration charges are additional.

  

How do I place a rush order?

Expedited orders are typically available, subject to production capacity at the time of proof approval; however applicable rush charges will apply. Please contact Customer Service for specific details. When sending in a PO that requests a rush, please indicate that by including “RUSH” in the subject line of your email.

Victorinox will not be liable for delays in delivery or product availability due to customs, shipping, or natural disasters.

 

 

OTHER

Are the Epicurean Cutting Boards NSF certified?

While the material used to make all the boards is NSF certified, any board with a juice groove or non-slip feet (All-In-One, BBQ, Gourmet, Non-Slip) are not considered to be NSF certified.

 

How do I obtain a catalog?

A virtual copy of our catalog can be downloaded from this link. It can be customized by adding your company logo.

 

Are your products compliant with Prop65?

Yes, please see our Prop 65 documents here. Our Travel Gear items come with a tag stating the warning, and all the remaining product categories are compliant as is.