Customer Care
Please feel free to call, fax, or email us at any time! Our usual office hours are Monday-Friday 9:00 AM to 5:00 PM EST, however, we are often here long after our "official" hours.
If we are unable to take your call, please leave your order or and questions on our voicemail and we will get back to you as soon as possible. We look forward to hearing from you!
Telephone: 770-933-8338
Fax: 678-264-0905
E-Mail: customercare@canyouimagine.com
Ordering Information
WEBSITE ORDERS: Place your order directly through our website www.canyouimagine.com. You will receive an email order confirmation.
PHONE ORDERS: Call 770-933-8338 to place your order anytime, 24 hours a day, 7 days a week. If we are unable to take your call, please feel free to leave your order or questions on our voicemail. We will get back to you as soon as possible.
FAX ORDERS: Fax your order at any time to 678-264-0905. We will send you an order confirmation fax.
EMAIL ORDERS: Feel free to order by email and, of course, you may email us with questions at any time.
GIFT TAGS: Truly unprecedented in style and quality, our custom designed gift tags, personalized with YOUR PROPERTY’S NAME and/or LOGO, are a small detail that will make a profound statement! Our standard message is “A gift created especially for you” with your property name printed below. We will print your new gift tags, keep them in our production studio, and then tie one of them on to each of your gifts as you place your orders.
There is a one-time printing and set-up fee of $25.00.
To order our gift tags please click into the Gift Tag section at checkout and select "I would like to order property tags."
If you would like to choose a special message for your tags or want to include your logo or a special font, first order Gift Tags at checkout, then email customercare@canyouimagine.com stating exactly how your tag should read. When appropriate, attached a vectorized image of your logo.
Current clients using our new website for the first time: If you already have gift tags set up, you do not need to reorder. We have your tag information on file.
Promotional items, on-sale gifts and certain, select gifts are not eligible for gift tags.
MINIMUMS: Our minimum order is one case. Case sizes are the most efficient way to pack and ship your gifts, and therefore allow us to keep your shipping costs as low as possible. Please order in case sizes as specified on our website. You do not have to order in full cases but, if you do not, shipping costs per gift will be higher.
DELIVERY: Your gifts will be hand-crafted at our production studio each time you place an order. Then they will be shipped via Fed Ex Ground Service. We are also happy to ship Overnight, 2nd Day Air, or 3 Day Select upon your request. Additional FedEx charges for expedited shipping will apply.
PAYMENT TERMS: Credit Cards: We accept Visa and Master Card. Credit cards are not accepted through the website at this time. You may make credit card payment arrangements by calling 770-933-8338 or emailing customercare@canyouimagine.com.
For Property Management Companies only: You may pay with credit cards or with net 30 terms. With net 30 terms payment is due net 30 of the invoice date once credit is established. The cost of shipping and handling will be added to your invoice upon shipment. As an eco-friendly gesture, all invoices will be emailed immediately after your order has shipped unless otherwise requested. A 2.5% finance charge or a $20 late fee — whichever is greater — will be added to all past due accounts. You will be responsible for all collection costs incurred.
Samples
We certainly understand the need to order samples. As a result, you may order individual gifts for sample purposes. You will be charged the individual gift price plus shipping and handling for each sample ordered. We are unable to accept any sample returns.
Shelf Life
Shelf life varies from gift to gift, from 1 month to 2 years. We will be happy to assist you in selecting gifts with a longer shelf life if you so desire.
Substitutions
Although rarely does the need present itself, we reserve the right to substitute am item of equal or greater value.
Returns
Merchandise must be returned to us within 7 days of receipt. Please call in advance. All returns are subject to a 20% restocking fee. No returns will be accepted more than 7 days after receipt. We do not accept returns on samples, custom orders, imprinted items, and certain seasonal gifts.
Natural Variances
As a part of the natural, handmade, and often rustic essence of our unique packaging selections, each gift may vary ever so slightly. This adds a wonderful bit of individual character and style to each gift.
Corporate Accounts/Corporate Gifts
For those of you whose Management Companies are not yet Corporate Account Members:
We would love to design a custom line to suit your needs!
Corporate Accounts with Can You Imagine benefit you with:
- Custom-designed gifts that can include your logo and corporate colors thus reinforcing your brand.
- Discounted pricing due to increased purchasing power.
- Reduced decision making for your staff (freeing them to concentrate on happy residents!)
- A secure and private corporate portal on our website for viewing and purchasing gifts online.
Please give us a call at 770-933-8338 or email us at customercare@canyouimagine.com so that we can begin designing your custom gifts!
Creating gifts is what we love! Let’s get started creating yours.
Custom Gifts
Although Can You Imagine’s design department continuously develops new and exciting apartment gift solutions, we understand that occasionally we may not have exactly what you are looking for. If you have an idea or need for a new gift we will happily make it for you. We have various levels of custom gifts. Design fees may apply. Please call us at 770-933-8338 to receive additional information, or visit our Custom Gift Design page to review our process and fill out an Inquiry Form..
Custom Gift Design
Terms & Conditions
All work referred to herein, including products and services, is carried out by Can You Imagine Enterprises, LLC (CYI) on the understanding that the Client has agreed to our Custom Gift Terms & Conditions.
Understanding
If a choice of designs is presented and one is chosen for the Client’s project, only that choice is deemed to be given by CYI to the Client as fulfilling the contract. All other designs remain exclusively the property of CYI unless specifically agreed to in writing.
Project Acceptance
CYI will provide the Client via email with a Proposal & Retainer document that includes the details of their custom gifts. Client shall sign and date the document and then return it and a retainer equal to 10% of the project total or annual spend to indicate acceptance. Retainer payments may be made by credit card or check. Design work will begin once CYI has received the signed Proposal & Retainer document and funds have cleared.
Design Charges
The retainer includes our expert design services to create concept and overall look plus two rounds of revisions on the final gift design. Additional design services or revisions will be charged at $75 per hour.
Charges for Branded Items
If the Client decides to include custom branded items in their gift, they will be responsible for the up-front costs of all such branded items. CYI will store items and use within the Client’s gifts as needed. Storage fees may apply.
Payment
CYI accepts credit cards and offers Net 30 terms with proper approval. Shipping and handling charges will be added to your invoice upon shipment. All invoices will be emailed shortly after your order has shipped unless otherwise requested.
A 2.5% finance charge or a $20.00 late fee (whichever is greater) will be added to all past due accounts. The Client will also be responsible for all collection costs incurred.
Cancellation
In the unlikely event that the Client would like to cancel their custom gift request, the Client will be refunded their retainer less the Design Fee (which is $75 per hour) based on the total number of hours worked to that point (with a minimum of 8 hours or $600). If the total number of design hours worked exceeds the retainer, the Client will be responsible for the difference at $75 per hour.
Copyright
Copyright is retained by Can You Imagine Enterprises on all design work including ideas, visuals, samples, and pictures unless specifically released in writing.
General Policies and Procedures
Your gifts will be shipped via FedEx Ground unless otherwise requested.
We reserve the right to substitute an item of equal or greater value & will do our very best to inform you of any such changes.
Returns must be received within 7 days of receipt. Returns incur a 20% restocking fee, plus freight & any gifts that are damaged during the return process must be paid for in full. Any disputes (regarding payment, etc.) must be handled in the state of Georgia. There are no returns on samples, custom orders, and certain holiday gifts.
As part of the natural, hand-crafted, and often rustic essence of our gifts, each may slightly vary adding individual character.
We accept Visa and MasterCard credit cards.
Our terms are Net 30 to the apartment industry with approval. A 2.5% service charge or $20 late fee (whichever is greater) will be added to all past due accounts. You will be responsible for all collection costs incurred.
Your completion of the Gift Tag Approval (if applicable), and General Policies & Procedures is a one-time event that concludes your initial set-up, will be applicable for all future orders, and will be kept on file at Can You Imagine.
Note: Prices on gifts occasionally vary without prior warning.
Promotional General Policies and Procedures
Please estimate approximately 3 weeks for delivery. Your imprinted items will be shipped ground service unless otherwise requested at the time you place your order.
Many of our imprinted items can arrive sooner. If you have a firm in-hands date, please let us know.
Please be prepared to accept and pay for up to a 10% over run or up to 10% under run. You will not be charged for items that you do not receive due to an under run.
Returns and/or exchanges will not be accepted due to the nature of custom printing of promotional items. Please review your art proof carefully!
We accept Visa and MasterCard credit cards.
Our terms are Net 30 to the apartment industry with approval. A 2.5% finance charge or $20 (whichever is greater) will be added to all past due accounts. You will be responsible for all collection costs incurred. Your completion of this document is a one-time event that concludes your initial set-up, will be applicable for all future orders, and will be kept on file at Can You Imagine.
Note: Prices on promotional items occasionally vary without prior warning.
Artwork Policies and Procedures
Artwork should be submitted to artwork@canyouimagine.com. Vector format is preferred. Acceptable file types are .jpg, .png, .psd, .ai, .eps, and .pdf. If you do not have this, artwork assistance is available free of charge. You may also select a logo design from our online templates. We will email/fax up to 2 proofs of the design or your provided logo, shown in context of your chosen promotional item. Additional proofs will incur a $35.00 charge.
Colors of the items displayed in our catalog, online, and in your proof may vary slightly from the actual item due to photography and printing intricacies.
Prices are based on one color/one location imprint. Additional fees may be charged for PMS color matching, metallic ink, multi-color, and multi-location imprinting.
After placing your order and receiving a proof of your artwork, should you need to cancel your order, you will be billed a $25 cancellation fee as well as any other art, set-up or production charges that have occurred to date (which could include production of the entire order).