Balm Lab – Frequently Asked Questions & Ordering Guide

Step 1: How to Order & Submit Your Artwork

Minimum orders start at 500 lip balms per flavor and can be ordered in increments of 100 thereafter. • Example: If you want 3 flavors, you must order 500 of each flavor.

Start Your Order Request: Simply select your flavor, fill out the order form as best as possible, and send us your design.

Submitting Art: Email your art file to orders@balmlab.com or click here to go to the contact us-submit art page. We prefer Vector Art (PC compatible) with fonts converted to outlines, paths, or curves. • Don’t worry if you don’t have professionally crafted artwork or a vector art file—we can work with virtually any file type.

Step 2: What Happens Next? Once we receive your order request, we’ll review your order, imprint, and shipping details. Our art team will convert your design into print-ready artwork and email you a digital proof for approval.

Art proofs are typically delivered within 24 to 48 business hours (Monday–Friday). Please note that complex artwork may require additional time.

Step 3: Art Proofing & Payment: Please review your art proof thoroughly. If changes are needed, simply reply with your feedback, and our team will send an updated proof for your review. Revisions typically take 24–48 hours, depending on current volume.

Important: Please double-check every detail—we print strictly according to your final approved proof. Once you approve the artwork and confirm your order details, we’ll email you an online invoice with a secure payment link.

Florida Sales Tax applies to all orders billed to or shipped into the State of Florida. Contact us if you have a valid Florida Resale Certificate.

Step 4: Production and Shipping Production Time: • Art Proofing: Typically runs 24 to 72 hours (not including weekends or holidays); complex designs may take longer. We are not responsible for any delays that occur during the art proofing process. • Print Time: Printing usually runs 8 to 12 business days (not including holidays or weekends) and begins after proof approval, payment, and order entry have all occurred. Production times may vary during peak seasonal demand. Please let us know if you have a firm deadline or event date. • Shipping Time: Shipping will add an additional 3 to 5 business days based on your location in the continental USA and can be affected by seasonal spikes. We are not responsible for any carrier shipping delays.

When Does Production (Printing) Actually Occur? Production starts the day after: Proof approval, confirmation of order details, payment, and order entry have occurred.

Example: Your order request is placed on Monday the 1st, and your art and order details are approved & confirmed by you on Tuesday the 2nd. You make your payment on Wednesday the 3rd, and the factory enters your order on Thursday the 4th. Friday the 5th is the 1st day of production. It will then take 8 to 12 business days to print your order, and FedEx will need an additional 3 to 5 business days to ship them to you. (Total time: approximately 3 to 4 weeks to receive your product, not including any seasonal time delays, don't worry if we are backed up with orders we'll let you know at the time of order placement :)

Shipping Policy We offer free ground shipping to 1 single location in the continental USA. Express shipping can be purchased for an additional fee as needed, based on current carrier market rates.

Transfer of Ownership & Transit: Transfer of ownership occurs when the items are handed off to the shipper. Ground shipping usually takes 3 to 5 days from the time the items are handed off to the shipper. Most orders ship via FedEx Ground; some orders ship via UPS. If you have a conflict or poor service from any of these shipping companies in your delivery area, please let us know at the time of order confirmation.

Secure Delivery: We are not responsible for any lost, damaged, stolen, or misplaced deliveries. If your location is not secure, please let us know at the time of order placement to arrange for pickup at a secure facility in your area. If a delivery signature is required, please notify us at the time of order placement. If items are undeliverable and returned to us, they will be reshipped at your expense. No unauthorized returns are allowed.

US Postal Service (USPS): Due to poor service, lost packages, and the denial of insurance claims, US Postal Shipping is generally not available. In rare cases, the factory may allow USPS shipping to Hawaii, Alaska, and US territories; however, under no circumstances are we responsible for USPS and their frequent loss of packages.

Sample Policy: The factory will provide up to $5 of samples free of cost, but shipping is not free. We charge a non-refundable flat rate of $14.95 for ground shipping on samples. Should you continue with a full printed order, we will provide a $14.95 credit toward your printed order.

Payment Methods: We will email you a copy of your invoice and a secure payment link via QuickBooks or PayPal. We accept Mastercard, Visa, American Express, Discover, and ACH. • Credit Card Limit: Credit card payments are limited to a maximum of $3,000. Orders larger than $3,000 must be paid via ACH or Business Check. • Purchase Orders: POs are only accepted from Federal and State US Government Agencies and State Schools. Cash is not accepted.

Storage Instructions: Keep lip balms in a cool, dry place at room temperature, away from direct sunlight or heat. We are not responsible for damage that occurs due to improper storage. We suggest you distribute the lip balms within 12 months from the time of delivery.

Refunds and Cancellations: Due to the custom nature of printed promotional items and to ensure hygiene and safety, printed orders cannot be returned, and all sales are final. Any unauthorized returns will be destroyed. We print exactly what you approve; once you approve your artwork and confirm your order details, orders cannot be cancelled, nor refunded, nor credited in any manner. All Sales Final.

Privacy Policy: This website (www.balmlab.com) is owned and operated by Vendo Direct, Inc. We believe that privacy is your business—Vendo Direct will not sell your data to anyone.

Terms of Service

Effective Date: October 25th, 2026 Website: www.balmlab.com Company: Vendo Direct, Inc.

1. Acceptance of Terms By placing an order with Vendo Direct, Inc. ("Vendo Direct", "we", "us", or "our"), you (the "Buyer", "you", or "Customer") agree to these Terms of Service ("Terms"). If you do not agree to these Terms, do not place an order. These Terms govern all transactions and interactions between you and Vendo Direct through our website, sales channels, invoices, or other ordering mechanisms.

2. Scope of Services Vendo Direct sells custom-printed promotional products and related goods. Our website accepts orders and collects order details; however, payments, tax handling, and final shipment instructions may be processed outside Shopify (for example, via QuickBooks, PayPal invoicing, ACH, or check). Some products may ship directly from supplier locations. These Terms apply to all such orders.

3. Order Process & Proof Approval (Critical) All orders for custom-printed products require review and art proof approval prior to production. After you submit an order, we will review your selections and email an art proof and order confirmation. You must carefully review the art proof. Once you approve the art proof, the order is FINAL and cannot be changed, canceled, or modified. Proof approval releases Vendo Direct and its supplier factories from liability for any errors shown on the approved proof.

Art proofs and virtual samples are visual aids only and are not exact representations of final products. Customers are responsible for ensuring the accuracy of spelling, logos, layout, sizing, copy, and other artwork details before approving the proof.

4. Payment Terms Checkout on our website submits an order but does not collect payment unless otherwise stated. We will email a customized invoice after proof approval. Accepted payment methods include major credit cards & ACH via QuickBooks, PayPal, check, or approved government purchase orders (POs). Production or manufacturing instructions will not be issued until full payment is received unless a separate written agreement exists.

Purchase orders from qualified government or institutional buyers may be accepted on Net-30 terms and are subject to approval. We reserve the right to cap Net-30 POs at $3,000 absent a separate written credit agreement.

If an invoice is not paid by the due date, we may suspend or cancel production, and standard late or collection fees may apply. We may also require prepayment for future orders from the same Customer.

4.1 Credit Card Payment Policy We accept credit card payments for orders up to and including $3,000.00 USD without charging an additional credit card processing fee. For any order with an invoice total above $3,000.00, credit card payments are NOT accepted. Orders exceeding $3,000.00 must be paid by check, ACH (QuickBooks), or an approved government purchase order. This policy is in place to reduce the risk of fraudulent chargebacks and related losses.

Exceptions to this policy may be granted only with prior written approval from Vendo Direct management. If an exception is granted, additional verification steps or alternative payment terms may be required.

5. Shipping, Delivery & Multiple Shipments We offer free ground shipping to 1 single location in the continental USA. Express shipping can be purchased for an additional fee as needed, based on current carrier market rates.

You are responsible for providing accurate shipping information. Express shipping cost estimates when provided are for convenience only—final shipping charges will be invoiced or otherwise communicated if they differ.

Title and risk of loss pass to you upon delivery to the carrier, unless otherwise noted in writing. We are not responsible for any type of theft, delays, loss, or damage caused by carriers, customs, logistics providers, or third parties.

If you require special shipping arrangements, multiple delivery locations, or expedited services, contact us for a quote before placing your order.

6. Taxes & Duties Florida Sales Tax applies to all orders billed to or shipped into the State of Florida; contact us if you have a valid Florida Resale Certificate.

Unless otherwise required by law, Vendo Direct does not collect taxes through the storefront in all jurisdictions. You are responsible for any sales, use, value-added, customs, import duties, or other taxes imposed by governmental authorities on your order. If we are legally required to collect sales tax for an order, we will add applicable taxes to your invoice.

7. Returns, Refunds & Claims (Firm Policy) Due to the custom nature of printed products, ALL SALES ARE FINAL once art proofs are approved and orders are confirmed. We do stand behind manufacturing defects, shipping damage, and verifiable factory errors; however, the remedies described below are subject to factory policy and our sole discretion.

Claims Procedure:

1. Do not discard the product or its packaging. Keep inner and outer packaging, as the factory may require inspection.

2. Email orders@balmlab.com within 7 days of delivery with your order number, a brief description of the issue, and clear photos showing the defect or problem.

3. Do not return any product without prior written authorization. Unauthorized returns will be refused at your expense.

4. We will respond within 3 to 5 business days with next steps. If the factory verifies a defect or error, remedies may include, at the factory's discretion: reprint of the affected items, credit, or refund for the affected items only.

Manufacturing tolerances, color shifts, minor print placement variation, and industry-standard variances (up to 5% nonconforming units) are not considered defects. Some manufacturing processes may also allow overruns or underruns up to ±10% of the ordered quantity; we will notify you in advance if an item is subject to such variance.

7a. Chargebacks & Collection Costs Unauthorized chargebacks, payment reversals, or disputes initiated by the Customer without prior written authorization from Vendo Direct will be treated as a breach of these Terms. In the event of an unauthorized chargeback or dispute, the Customer agrees to reimburse Vendo Direct for: (a) the total wholesale cost of the order; (b) the full retail price of the order; (c) any bank, card-processor, or administrative chargeback fees; and (d) all costs of collection, including reasonable attorney’s fees, court costs, and any permitted interest, to the maximum extent allowed by applicable law. We reserve the right to pursue all available remedies, including referral to collection agencies and litigation in a court of competent jurisdiction.

8. Warranties & Disclaimers Except as expressly stated in these Terms, Vendo Direct makes no warranties, express or implied, including but not limited to merchantability, fitness for a particular purpose, or non-infringement. All products are sold 'AS IS' after proof approval.

9. Intellectual Property; Customer Representations; Indemnity You represent and warrant that you own or have sufficient rights to use all artwork, logos, trademarks, images, and other materials you submit for printing. You grant Vendo Direct and its suppliers a non-exclusive, royalty-free right to reproduce and print the materials for purposes of producing your order and related marketing or quality-control activities.

You agree to indemnify, defend, and hold Vendo Direct and its affiliates harmless from any claims, damages, losses, costs, or expenses (including reasonable attorney fees) arising from or related to your materials, including claims of intellectual property infringement, unauthorized use, libel, privacy violations, or other third-party claims based on content you provided.

Vendo Direct and the factory have the right to reject any order if we think a copyright or trademark infringement will occur.

10. Limitation of Liability To the maximum extent permitted by law, Vendo Direct's aggregate liability for any claim related to an order shall not exceed the purchase price paid for the affected products. In no event will Vendo Direct be liable for indirect, incidental, special, punitive, or consequential damages (including loss of profits or business interruption), even if advised of the possibility of such damages.

11. Compliance & Prohibited Materials You must comply with all applicable laws and regulations in connection with your order. Do not submit artwork or content that is unlawful, obscene, defamatory, pornographic, infringing on third-party rights, or otherwise prohibited. We reserve the right to refuse, cancel, or hold orders containing prohibited content and to notify appropriate authorities when required by law.

12. Order Cancellation & Suspension We may cancel or suspend an order at any time for reasons including, but not limited to: non-payment, suspected fraud, inability to source materials, supplier production issues, or force majeure events. If we cancel an order after payment, we will refund amounts paid for the canceled items only.

13. Governing Law & Dispute Resolution These Terms are governed by and construed in accordance with the laws of the State of Florida, without regard to conflict-of-law rules. The parties consent to the exclusive jurisdiction of the state and federal courts located in Florida for any disputes arising under these Terms.

14. Changes to Terms We may modify these Terms at any time. The most recent version and effective date will be posted on our website: https://balmlab.com/faqs-and-policies. Your continued use of our services after changes are posted constitutes your acceptance of the updated Terms.

15. Contact Information For questions, invoices, claims, or legal notices, please contact: Vendo Direct, Inc. Website: www.balmlab.com Email: orders@balmlab.com