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Frequently Asked Questions

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Welcome to Grandstand's general questions and answers section. These questions come from customers like you. We hope you find them helpful and informative. If you don't find the answer to your question below, please call us at 800.767.8951.

Lead Time Our normal lead time is 5 to 10 working days from receipt of Order Confirmation approval. This lead time may fluctuate due to seasonal factors. Keep in mind that is the time it will take to produce and ship your order. Transit time to your destination must be factored in. This lead time does not apply to Multi-Color Decal orders.

Freight Estimator Freight quotes are approximate and may change based on variables not available to us at the time of quoting. Certain destinations may require additional charges due to their remoteness. Orders with multiple products may require a different class rating based on final pallet configurations. You will be provided with a final freight quote at the time of your Order Confirmation before we proceed with your order. Glass orders over 100 pounds will be shipped via LTL freight services. Less than 100 pounds will typically go via UPS small package if glassware allows. Most apparel orders will ship via UPS ground service.
1.Freight quotes are estimates only. Charges may change based on changes in your order or delivery requirements.
2. Delivery dates on your order confirmation are an estimate and not an appointment. If you require an appointment you will receive a call from the carrier before they attempt delivery. This will typically delay delivery by a day. Please provide the best number where you can be reached during the day.
3. If your delivery address is residential it will require a lift gate. It will also require that you are present for the delivery. If you are a business and don’t have a dock, it will require a lift gate for delivery.
4. If a lift gate is required and is not communicated to us, this could result in the delay of delivery as well as additional charges for redelivery and lift gate.
5. Inside delivery requests require the driver to break down the pallet and physically carry the boxes into your home or garage. This service also requires a lift gate for the delivery (see #4 above). This incurs extra charges that will be billed to you.

Cancel Date If your order is time sensitive, or for a specific event, a Cancel Date must be entered on your order to guarantee timely arrival. You can inform your Account Manager when you receive your Order Confirmation.

Credit Card Charges Your credit card will not be charged until we have received your approval of the Order Confirmation.

Overage & Underage Exact quantity shipments are not guaranteed without an additional charge. Orders may be shipped over or under by 5% of the quantity ordered. If you need an exact quantity, please notify your Account Manager when you receive your Order Confirmation.

New Art If your order requires new artwork, your order confirmation approval is needed before we can proceed with the art proof. We will not produce any order without art approval, but we do need to begin the other phases of the order. Art files that require us to Redraw your artwork will incur an Art Fee. You will be notified of this and be given the opportunity to provide us with better art files before we proceed.

Reorders If this is an order utilizing artwork already produced, your order confirmation will show that artwork and there will be no additional art approval stage.

Web Order Number vs Work Order Number The Web Order Number shown when you initially place your order is for reference only. The Work Order Number which you receive on your Order Confirmation will be the identifier for your order in our system.


I JUST PLACED MY WEB ORDER, WHERE'S MY ORDER IN "MY ORDERS" SECTION?
Once you've placed your order on our website, your My Orders in My Account will not show the order just placed until an Account Manager has entered it into our order system. We will be processing it as quickly as possible during our standard office hours, which are 8 am to 5 pm CST Monday through Friday. Here's what to expect next.

 
0 You will receive an email notification that your Order Confirmation is available to review. Confirmation approval must be received before we can proceed with your order.
0 If this is new artwork, you will receive an email notifying you your artwork is available to review per the Art Proof Date on your Order Confirmation. Art approval must be received before we can proceed with your order.
If this is a reorder utilizing existing artwork, your order confirmation will show the artwork. Please be sure to verify this is the correct artwork. NO additional Art Proof will follow.
0 Once your order ships, we will send you tracking information for your shipment.
 


HOW DO I CONTACT MY ACCOUNT MANAGER?
Please visit our about us page to find your Account Manager.

ARE RUSH ORDERS AVAILABLE?
Although you may receive your order in as little as 5 days, rush orders are also available. Call us and we can discuss schedules as well as shipping options. Rush fees will apply.

CAN I ORDER FEWER PIECES THAN WHAT'S PRICED ON THE WEBSITE?
The minimums listed are the fewest number of pieces we can do.

CAN I SEE A PRODUCT SAMPLE WITH MY ART BEFORE I PLACE AN ORDER?
Once your order has been placed, Grandstand will email you an online proof with your art placed on an image of your product. If you need to see a pre-production sample, additional setup charges will be incurred, and your order will be delayed.

WHAT ARE APPROPRIATE FORMATS TO SUBMIT ARTWORK?
Grandstand accepts many formats of files. Vector art is our preferred format. If art has to be reworked to continue to press, art fees may apply. Please refer to our file formats page for further details regarding formats.

WHAT IF I CAN ONLY PROVIDE A JPG OR GIF?
We ask that all jpg, gif, and tif files are 300 dpi at actual size. Art fees may apply if art has to be reworked to continue to press. Please refer to our art reference page for further details regarding formats.

CAN I MAIL YOU THE FILE?
Yes, we accept CDs in the mail. You may also email your electronic file to your account manager.

DO YOU OFFER ADDITIONAL PRODUCTS THAT ARE NOT LISTED ON YOUR WEBSITE?
Grandstand has a very extensive catalog and are unable to list all of our products on our website. Please contact your account manager for products not listed on our site.

WHAT WILL THE SHIPPING CHARGE BE?
Shipping charges vary depending upon location, weight, and time. You can get a quote through our website. All sportswear items ship free.

DO I HAVE TO PAY SALES TAX ON MY ORDER?
Sales tax only applies to customers receiving orders in Kansas. Kansas customers who can provide us with a tax-id exemption do not pay sales tax.

WHAT IS A SETUP CHARGE?
A set up charge includes the total cost for getting your order up on press. Grandstand offers combination printing to save you money on setup charges. Please contact your account manager to discuss various products that require the same size artwork to take advantage of combination printing.

CAN I PLACE AN ORDER WITH ITEMS OF ASSORTED COLORS?
Yes, additional charges may apply depending on ink color changes. Please contact your account manager for details.

DO YOU OFFER PRICE MATCHING?
Grandstand strongly believes that if you can offer a lower price, why not offer it in the first place? We do not offer price matching but we do offer you a high quality product with a great experience.

IF I PLACE MY ORDER TODAY, WHEN WILL I RECEIVE IT?
You may receive your order in as little as five days after artwork has been approved. Order lead times fluctuate due to seasonal demand, and type of production. Please contact your account manager for an accurate date.

WHAT IF I RECEIVE DAMAGED OR BROKEN ITEMS?
Please inspect the shipment as soon as it arrives. In the event you receive a damaged shipment, please note the specific number of pieces on the delivery receipt. DO NOT REFUSE THE SHIPMENT. Rarely are more than a few pieces broken. Contact your account manager at Grandstand and we will file a claim for you with the freight company. It may be necessary to take photos of the shipment. Once the claim is placed, we will deal with the freight company regarding your reimbursement for the damaged items. If the damage will cause you to be greatly under-supplied, we will work with you on replacements. Contact your account manager for details.

DO I HAVE TO PAY BY CREDIT CARD?
Credit card is our preferred method of payment, and the quickest way to receive your order. Please contact your Account Manager for alternate methods.

WHO IS RESPONSIBLE FOR COPYRIGHT MATERIAL?
Grandstand is not responsible for gathering, maintaining, or verifying the copyright status of customer provided files. All print customers are responsible for obtaining permission to use, duplicate, or edit all copyrighted material before submitting said files to Grandstand. All Companies wishing to provide files to Grandstand for production must assume all liability for any possible copyright violations.

WHAT IS CALIFORNIA PROPOSITION 65?
The California state government in 1986 passed legislation that is intended to warn consumers in the state of the possibility of exposure to toxic chemicals. Officially known as the Safe Drinking Water and Toxic Enforcement Act of 1986, it is better known by its original name of Proposition 65.

Proposition 65 requires the State to publish a list of chemicals known to cause cancer, birth defects, or other reproductive harm. Currently, there are around 750 chemicals listed, with lead and cadmium being the chemicals of concern to decorators. Proposition 65 requires businesses to notify Californians about significant amounts of these listed chemicals in the products they purchase, in their homes or workplaces, or that are released into the environment.

Proposition 65 specifically lays out the required testing method, limits for lead and cadmium leaching, and the warning requirements for articles that exceed the limits.

The information provided here is a very brief overview of Proposition 65, and is not meant to answer all questions regarding this law. Any decorators whose products may end up in California (even if not originally sold there), need to be aware of this law, and its ramifications for them, to avoid potential costly problems.

To review the warning requirements, or to view the regulation in its entirety, please refer to the California Office of Environmental Health Hazard Assessment web site at www.oehha.ca.gov/prop65/background/index.html