Call us(800) 211-8799

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Our FAQ section should give you the information you need from start to finish

Process

How does the order process work?

Doing an order for a promotional product is a little different then a normal internet purchase as the order needs to be reviewed to make sure that all necessary information is received.

The process has 5 stages: Order Inquiry, Processing, Proofing, Production, & Shipping.

Ordering: After you have selected an item and requested a quote, you will be contacted by a member of our customer service team. They will review your request and capture any needed details (includes logo and /or art to be sent) to make sure that your order is correct. We will send you the estimate which includes: your total base price, any optional selection chosen (if applicable), art charges (if applicable) set-up charges, tax and estimated shipping charges. You will need to sign and return the order form to us to start the next process.

Processing: When your signed order form is received, your order will be processed and credit card charged. The order is then communicated to our production partner who will prepare your order for production.

Proofing: Every order must be proofed and approved by you. The proof must be signed and returned to us before production can begin.

Production: Each product has a time frame in which it will take to produce a finished product. This is always provided in business days.

Shipping: After the order has been completed at the factory, it is then sent directly to you. Shipping method is based on the date of your event and varies based on the location of the factory and weight of the products.

What is a set-up charge or screen charge?

A screen charge is a charge which covers the screen that imprints your logo on the product. The set-up charge is the cost of preparing the machine that will produce your order. These are both standard charges when creating logo printed items. Future orders repeat orders usually do not have these charges.

How much does shipping cost for my order?

Shipping varies and is based on weight and your location. The shipping estimate will be provided upon receiving the estimate. In some case shipping charges may be slightly different from this estimate and will be billed to your account.

What is your return/refund policy?

Since the products created are personalized, all sales are final. We do not offer refunds on personalized items.

If you have a claim of defective merchandise please contact we within 5 days of receiving the item and our customer service team will help you.

Can I cancel my order?

No guarantees of refunds are made on orders that have begun production. You are responsible for all charges of completed work, including but not limited to: set-up charges, proofs, art charges, applicable restocking fees.

Artwork

What type of graphic file should I send?
The.EPS vector file is preferred. We would be happy to assist you over the phone please call our art department at: 800-211-8799.

How do I get custom artwork or create a change to my logo?
We have an art team in-house who specialize in custom artwork.

Do you design logos?
Yes our team can do that.

How long does it take for artwork design?
We consider our team very good at what they do and will work to meet your deadline.

Can you explain "camera-ready" art?
Artwork that is ready for imprint without modification; usually vector-based.

What is vector art?
The two different types of artwork used by a computer are "bitmap" art, and "vector" art. Bitmap art would include: .BMP, .GIF, .JPG or .JPEG, .PCX. Formats of a Vector file include .EPS and the files created from drawing software products such as, Adobe Illustrator®, and Corel Draw®.

Is there an art service charge or cost?
We charge $50.00 an hour for art work to be created or changed. We can take a look at your art and provide you an estimate at no cost!

Samples

Can I get a sample?
Samples are provided to prospective or current customers at no cost for the item but may be asked to pay for the shipping cost.

What is a pre-produced sample?
The exact item with the logo or imprint you will be receiving from the factory.

Shipping Information

Do you do rush orders?
We can accommodate rush orders. To speed up the process extra shipping and handling charges may apply to make your scheduled timeline.

Can I ship my order internationally?
Yes

Ordering

Is there a minimum order size?
The minimum order sizes vary based on the item ordered. Minimum quantity order is considered to be the first quantity of the item in the product price listing. If you want less then minimum an additional fee will usually be incurred.

Is there a discount for large quantities?
Yes, the more you buy lowers your per piece cost.

What type of payment does the website accept?
All major credit cards accepted including: American Express, Master Card, Visa and Discover.

What happens after I place an order?
You will be receiving a call from our team confirming your order and walking you through the process.

How do I know the date of delivery of my order?
The delivery of your order varies based on the product ordered. If you contact a customer service representative we can provide you an update at 800-211-8799.

Do you offer fulfillment services?
Yes, we ship all orders from our warehouse and maintain a 99% fill rate on all stock items.

How do I reorder?
Just call us on our toll free number 1-800-211-6271 and we will handle all of your reorder needs.

How can I get an online store?
Go to the contact us page and we will get in touch with you to discuss how an online store.