Client Best Practice: Having a successful experience with Parkway.
We want to set our clients up for success. So, we wanted to call out some common issues we run into on our end. We do everything possible to create a smooth, transparent process when you send us an order. But, every once in a while we run into some, let’s call it ‘resistance’ with an individual project. Below are some key points to keep in mind to make your order and transaction with us is like a baby’s bottom. (Ok, we meant smooth, but that was weird — our bad).
Create paper trails.
We constantly look back on the communication we have with our clients. Sometimes it is to make sure we are accurately creating an invoice; other times we are trying to remember what the hell we said. In any case, communicating through one email chain or through your invoice link is the best way to ensure everyone is on the same page.
There are 2 ways to initiate an order with us if you have not started the process. You can fill out and submit a request on our Instant Pricing Tool. This option works best if you want to get an idea of how much a specific project will cost and works great if you are working with us for the first time. The other option is to email your Account Manager directly.
The best way to submit your order is digitally via the form or email. The best way to communicate about an existing order is through one email chain or by sending us a message through your invoice link. We love paper trails.
Provide the information we must have.
One of the most dreaded questions we get asked weekly is “How much do shirts cost?” C’mon, man. That is an impossible question to answer without knowing more information. There are 4 items that we must have the information for before we can price any project.
Garment selection(s). We need to know what garment you want because a basic cotton tee cost less than a premium long-sleeve tee. We can source thousands of different items but can point you in the right direction. Our Online Catalog article is a great place to start gaining insight into some of our recommended items.
The number of total items. Quantity plays a huge role in the cost of a project. Pre-press production is the unseen legwork that takes a bunch of time for orders. Check out our article on how t-shirts are priced to learn more about how quantity affects pricing.
Printing locations. Front, black, left sleeve, right sleeve. Each printing location requires different setups and time on the press. We cannot print a front and back at the same time (seems like common sense, but you would be surprised).
Number of ink colors per location. More colors, more money. If you went over to our article on how t-shirts are priced, you already learned this lesson. Gold star for you.
Provide art or have a clear idea for a design.
Whether you have a vector or .png, we can help. We do have Design Fees for non-vector art, but we can make it work — no problem.
Unfortunately, we cannot do is crawl into your mind and grab the image you have imagined for your design (that would be cool if we could). Our Design Request Form is our way to start pulling the ideas you have. The more consistent information and references you provide for your design, the better. When we get conflicting information, we shoot it in the dark.
Nothing happens until your invoice is approved and paid.
Our turnaround time starts after the following have been completed.
The invoice has been both approved and paid.
The artwork has been provided and does not need to be altered or edited. This can be either vector or raster images. (If we are working on original artwork or your provided artwork needs edits, our production turnaround time does not start until that is completed and approved.)
You must approve the proofs.
Believe it or not, this ends up being the biggest issue with getting orders through our pipeline. We send proofs for approval, and that email just dangles out there while we twiddle our thumbs. We will follow up if we are waiting on the approval. But, we do not print anything without proof approval, so be on the lookout for that email.
Once you approve a proof, you have confirmed to have reviewed it and are authorizing us to print exactly what is on the proof. We are not responsible if you approve a design that you later discover an issue with. However, if we missed something on our end after the proof is approved, we will correct it lickety-split.
Approvals require you to click a button and type your name on the invoice.
Simply sending us an email that says “approved” does not move your order through our production pipeline. Our processes work on a bunch of automation. On you invoice link, you must click the approval button on the top, type your name, and click ‘Approve’ to actually push your project through our systems.
Read the terms and conditions.
You are probably getting ready to spend a bunch of money. Be cool and take 3 minutes to read over the semi-legal jargon. You are actually agreeing to our terms and conditions when you type for approval on your invoice. So, know what you are getting yourself into and avoid any surprises. Read our Terms and Conditions.
We do not manufacture the garments.
Garment and human bodies are all different. We are not responsible for how a specific garment fits or feels. We find manufacturer defects on items weekly, and we call those out in your order if they are found during production. If you find a defect after you receive your order, let us know.
Likewise, we are not responsible for how the garment washes and its size after washing. All we can do is suggest you follow the manufacturer’s washing instructions. We often get asked if a garment is preshrunk. The truth is that 99% of garments are “preshrunk,” but they will still shrink if washed/dried a certain way.
We do take full responsibility for the imprint on your garments.
Understand spoilage.
The industry standard is 3-5% of spoilage/damaged items during production. This means that there are times when the exact quantities might be less than that on the invoice due to errors in equipment operation or manufacturer defects. If this occurs, we will refund the amount of the shortage.
If your order requires exact quantities or any specific reason, please communicate that to our team prior to approving your order.
Check your spam folder.
We send several automated emails regarding your order. Some ask for the approvals mentioned above, and others give you updates on the production of your order. Make sure your Account Manager or our general email (hello@parkwayprintshop.com) are marked as safe senders on your email platform.
We close at noon on Fridays.
Ok, we are being a little selfish on this one. But, we noticed a ton of clients like to pick up orders or want to communicate with us on Fridays. We are at the shop till Noon on Friday, and then we are cracking a beer to kick off the weekend.
Besides this and being closed on Saturday and Sunday, we also close the shop 2 weeks a year — the week of 4th of July and the week between Christmas and New Year’s. The best place to see if we might be closed around a specific Holiday is our Google Business Page.
Ask questions.
If you are unclear about any of our processes or policies, please ask us any questions that will help provide clarity. Our goal is for you to have an amazing experience with us — this is what causes our clients to return order after order, year after year. We are down to be friends for life.
