- Home
- FAQs
Overview of the Ordering Process
- Once you place your order online or with a rep, you'll receive an email confirmation. If you have artwork you'd like us to use or work from to create new art, simply reply to this e-mail and attach your art. Shortly thereafter (during business hours), you'll receive an email from your rep who will be taking personal care of your order. This promotional products expert will fully review your order, make suggestions, confirm dates and review your artwork.
- Once all of the details are set, the next thing you'll receive is a link to your 'e-proof' showing your artwork on a mockup of the item(s) you're purchasing. There you'll have the opportunity to approve it or make suggestions for changes and improvements
- Once you've approved the art, you'll see an order confirmation with all of the dates and charges. Keep in mind the charges will not change (including shipping!) from what was shown in the order confirmation you received at the start of the process unless something has changed (quantity, additional imprint colors or quicker shipping) – and then only if you've approved them in advance.
- Remember, nothing goes into production without your approval!
Artwork
What kind of artwork can I send? And, what if I don't have artwork?
- Don't worry, send us what you have. Our art team will work with what you have to create exactly what you need.
- Don't have art? Tell us what you're thinking, and we’ll create it for you.
Do you keep my art on file?
- Yes, we keep your artwork on file to make reordering and using your art on other products simple and easy!
Where do I send my artwork?
- Simply reply and attach it to your order confirmation e-mail and we'll take it from there.
- You can also email it directly to your customer rep.
Can I specify a PMS color for my imprint?
- Yes, however, in some cases there is an additional charge for this service in order to get the specialized ink if an exact match is required.
- There are a few products where, due to the limitations of the imprinting process, exact PMS matching isn't possible, we’ll let you know if this is the case.
- If you don't require an exact match, but would like us to be 'as close as possible' we're happy to help. Let us know which colors we should be working towards during the order process, or just let your rep know.
Shipping & Delivery
How fast will I get my order?
- Production times are listed for every item on the site. This is the number of business days it takes to print your item with a single color imprint after you've approved your artwork.
- The number of days for delivery depends on the shipping method you choose. As part of the online order process we show you the shipping charges for ground, 2-day and next day shipment.
- If you need an item faster than the production time shown or if you have any questions contact us – we would be happy to help!
Can I split my order and ship to multiple locations?
Yes, just let your rep know, they'll be happy to assist.
Can I ship on my own shipping account?
Yes, let your rep know your account number and the company you would like to ship with.
Payment
What type of payments do you accept?
- We accept checks and all major credit cards.
- You can also request open account. If you choose this option, we will automatically check with D&B to see if an account can be open. If you're not listed with D&B or the listing is incomplete we will send a credit application.
- Please allow extra time for this credit checking process.
- Your order can't go into production until your account has been opened.
- Our terms are net 30 days. We also offer open account for most government and educational institutions.
When do you charge my credit card? Do you require pre-payment?
We 'authorize' your card once your order is ready to go into production, but we do not collect the funds until your order ships.
Ordering Information
What if I receive more or less than I ordered?
- In the unlikely event we ship fewer than ordered, you'll be charged only for what you received.
- Sometimes there are over-runs when an item is being produced, you’ll be charged for what you receive.
Can I cancel or change my order?
- You can cancel at any time prior to the order going into production.
- Once items have been imprinted with your logo, we can no longer accept a cancellation.
- If you need to change your order for any reason, please contact your Rep as soon as possible
What are set up charges?
- Some of the items we offer have 'set-up' charges (screen charges, die charges, etc.).
- It is important to note these are NOT art charges. These are charges to create the screen, die or other necessary items to imprint your specific logo.
- Keep in mind that if you ever place an exact reorder for the same item you do not have to pay the set up charge again!
If I reorder an item will I pay set-up charges again?
- No, if you place an exact reorder (same art and item) you aren't charged a set-up charge again.
- Also, once we've done your logo in a digitized format for embroidery, we don't charge you a new tape or digitizing charge to embroider any other item!
Will I see a proof before my order goes into production?
- Yes, unless it is an exact reorder, you always see an 'e-proof' of your item which must be approved by you before we proceed.
Do you charge sales tax?
- We currently collect sales tax on orders shipped to all states that impose a sales tax, as well as the District of Columbia and Puerto Rico.
- If your organization is exempt in any of the states or jurisdictions where we collect sales tax, please supply your Rep with the appropriate tax exemption or resale certificate.
- For more information, please consult the website of the relevant tax agency.
Can I see a sample?
- Yes! We're happy to send you a sample of an item(s) you're considering.
- We send the samples free of charge and in most cases they are yours to keep
- Occasionally (for expensive items) we may ask you to return the item so we can keep our prices to you low.
- Our sample service is intended to help those who are seriously considering an item or are looking for ideas. We reserve the right to refuse to send samples at our discretion (although we don't usually find the need to!).
Can I order in quantities smaller or larger than those shown?
- Most of the time the minimum quantity shown is the required minimum, although we encourage you to call if your requirements mean you need fewer items so we can offer assistance.
- If you need to order more than the quantities shown please call 872-256-1974 as additional discounts are available.
Use of Trademarks
- If we use artwork you have supplied to imprint your product, you are warranting that you have unrestricted right and authority to use and distribute that artwork.
Guarantees
What if I'm unhappy with my order?
- If you're unhappy with your order because the product is defective or 'not as promised' or the imprint quality isn't 'spot on', just contact your Rep and we'll rerun your order or refund your money.
- We'll even pay the shipping to get the problem product returned.
