Frequently Asked Questions
THE BUYING PROCESS
Everything you need to place your order smoothly is provided for you on the product page. Once all products are selected and you click submit, the production process will begin. A confirmation will be emailed to you with all pertinent details and artwork will be requested from you at that time. Our trained customer service team will guide you through the production and shipment of your customized promotional products.
The production process includes optimization of your artwork, printing placement, and free virtual sample for your modifications and/or approval so we can ensure your complete satisfaction. Once samples are approved, our aim is to complete your order as quickly as possible and get it on its way promptly to you. We are always available during business hours to answer your questions and concerns, via phone or email.
CAN I CHANGE OR CANCEL MY ORDER?
Changes can only be made before the printing process begins. We will gladly help with any changes before that point. If you must cancel, we will still love you, and happily assist with the hopes that you will come back soon!
ARE THERE SET-UP CHARGES?
Yes, we do require set up charges for each initial and individual printing order. We pride ourselves on offering the most competitive market prices for this service. The good news is that we do not charge for set up on reorders!
DO YOU CHARGE SALES TAX?
We do charge sales tax where applicable by state.
The current states are lucky enough to not be subject to sales tax are Alaska, Delaware, Montana, New Hampshire and Oregon. However please not that this exemption only applies if the goods are being shipped to one of these states.
If you have a tax exemption form, please send to our customer service department as soon as your order is placed.
WHAT IS YOUR OVERAGE AND SHORTAGE POLICY?
Rest assured you will only be charged for the quantity that was ordered. You may receive above the quantity ordered, so if that happens…bonus! Free stuff! In the event of an underrun, you will only be charged for what was shipped. We will try our best not to ship within the 10% allowance for printing mistakes, however we will only ship quality printed products to our customers!
TRADEMARKS AND LICENSING
We trust that you have the trademark or license on your artwork and/or logo. Any submission of artwork is assuming this responsibility.
DO YOU OFFER FREE PRODUCT SAMPLES?
Yes, most product samples are offered free of charge with ground shipping! Any of our pricier items that are not free, will be noted on the product page. Our hope is to build a working relationship with you, where we can make sure you receive the exact product you need. We do reserve the right to withhold free samples at our discretion.
DO YOU PROVIDE A VIRTUAL PROOF?
Absolutely! This step is essential to making sure your promotional product comes out correctly.
HOW WILL MY ORDER BE SHIPPED?
All orders are shipped FOB. We pledge to choose the most economical carrier available for your specific order.
WHAT TYPES OF PAYMENT ARE ACCEPTED?
Visa, Mastercard, American Express, Discover
DO YOU HAVE A QUALITY GUARANTEE?
Sure do! We stand by the quality of our printing and products. If there is anything wrong with your order, we will re-print or refund if notified within 10 days of receipt.
WHAT KIND OF ARTWORK IS ACCEPTED?
We prefer that artwork be sent in one of the following formats: EPS, AI, or CDR in vector format. But if you are unsure or need help, just send us what you have and we will make it work!
WHAT IF I DON’T HAVE ARTWORK?
Just let Customer Service know and we can create customized artwork for free using our own design team.
WHERE DO I SEND ARTWORK?
Once your order is placed, we will send an order confirmation requesting your artwork. Easy peasy!
WILL YOU KEEP MY ARTWORK ON FILE?
Yes, we will keep artwork under your account for 2 years to make re-ordering simple.
DO YOU PROVIDE SAMPLE FONT CHOICES?
Yes! Click here to see our default font and imprint colors.
CAN YOU DO PMS COLOR MATCHING?
In most cases, yes. Depending on the uniqueness of the color, there may be a slight additional charge to achieve an exact match. If an exact match cannot be achieved, we will notify you immediately and work to find the best solution.
WHAT IS A RASTER IMAGE?
GIFs and JPEGs are examples of raster images and are made out of pixels, otherwise known as Bitmap images. Raster images may be acceptable for small printing such as business cards, however for larger quality printing jobs; vector is preferred for best clarity.
WHAT IS A VECTOR IMAGE?
Vector images are not made out of pixels and therefore can be scaled to larger degrees without losing quality. Examples of vector graphics are .EPS or Adobe files. They are versatile and easy to use for any size item.
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