When a Reprint or Other Resolution Is Available.

Custom and Personalized Products

Custom-made, personalized, printed, embroidered, engraved, decorated, or otherwise customized items are generally final sale after production has begun, except when there is a verified production defect or an error for which Keener Marketing is responsible.

A change of mind, incorrect information supplied by the customer, or an error contained in a customer-approved proof generally does not qualify for a refund or complimentary reprint.

Proof Approval

Customers are responsible for reviewing proofs carefully. Please verify names, addresses, telephone numbers, dates, spelling, grammar, quantities, URLs, QR codes, colors, artwork, placement, and all other project details before approval.

Once a customer approves a proof, Keener Marketing is authorized to produce the item as approved. An approved proof is printed as-is and Keener Marketing is not liable for errors appearing in a customer-approved final proof.

Production Errors

If you believe your finished order contains a production error attributable to Keener Marketing, please contact us promptly after receiving the order. We may request photographs, samples, packaging, the order number, and a description of the issue so that we can investigate.

If Keener Marketing determines that the finished product materially differs from the approved proof or agreed specifications because of our production error, we may, as appropriate, correct the item, reprint the affected quantity, replace the affected product, provide a credit, or provide another reasonable remedy.

Shipping Damage

Damage caused during shipment should be reported as soon as reasonably possible. Please retain the shipping carton, packaging, labels, damaged products, and photographs because the carrier may require this information for a claim.

Color Differences

Reasonable variations between screen displays, digital proofs, desktop printers, previously printed materials, different production equipment, batches, paper stocks, garments, inks, coatings, and other substrates are inherent in commercial printing and manufacturing.

Minor variations that fall within reasonable commercial-production tolerances ordinarily do not qualify as defects requiring a reprint.

Customer-Supplied Files

Keener Marketing is not responsible for defects originating from customer-supplied files when those defects were present in the submitted artwork or approved proof. This may include low-resolution photographs, incorrect dimensions, missing bleed, rasterized or substituted fonts, incorrect color settings, spelling errors, or other problems originating in files supplied or approved by the customer.

We will make reasonable efforts to identify obvious issues when possible, but final responsibility for approving the proof remains with the customer.

Quantity Variations

Certain custom-manufactured products may be subject to normal industry production tolerances. Where relevant to a particular product, allowable quantity tolerances should be communicated in the quote, order specifications, or project agreement.

Non-Custom Items

Unused stock or non-custom items may be eligible for return only when approved in advance by Keener Marketing. Eligibility, return shipping costs, restocking charges, and any applicable credit will depend upon the product and its condition. No return should be sent without first contacting Keener Marketing.

Refunds

When a refund is approved, it will generally be issued using the original payment method when reasonably possible. Processing time may vary depending upon the payment provider or financial institution.

How to Report a Problem

Contact Keener Marketing at 1-800-338-8928 or info@keenermarketing.com and provide your name, organization, order or invoice information, a description of the problem, and photographs where applicable. Our team will review the situation and work with you toward an appropriate resolution.

Contact Us

Keener Marketing, Inc.
1325 Market Street, Dayton, TN 37321
1-800-338-8928
info@keenermarketing.com