FAQ

Below is a list of our most frequently asked questions to help you with the ordering process. However, feel free to contact us with any other questions at 800-603-0042.

How do I place an order?
How do I pay for my order?
Do you provide samples?
Do you mail catalogs?
I needed my order yesterday, do you have rush options?
Do you have a minimum order size?
What about product pricing on the web site?
Will there be set up charges?
What artwork formats will work the best?
How will my order be shipped?
Returns?


How do I place an order?
You can place an order online, by email or by phone. Each customer order is assigned to a personal account manager. Feel free to contact us and an experienced account manager will make it as simple and easy as possible for you to place an order.

How do I pay for my order?
We require pre-payment in full with your order. We accept Visa, MasterCard, American Express or Discover. We also accept checks or wire transfers as pre-payment, although mailing in a check might add time to your order, so this should be considered if you have a rush order. We can provide you with an estimated invoice if you require an invoice to process a check for pre-payment. Production of your order will begin once your check is received. Most of our customers prefer to pay by credit card. We will provide you with our standard credit card payment form and you can either email or fax it back to us, or simply call in the information if you do not place your order online. You can also set up a corporate account by completing our credit application; simply contact a personal account manager to discuss this in more detail. The application process typically requires five to seven business days for approval so it is recommended that you provide us with a credit card, so as not to delay your order.

Do you provide samples?
Yes, we can provide samples to help make your decision easier. We will provide samples up to $8 free of charge and will also cover the ground shipping charge. If you are in a rush to receive the samples, we simply ask that you provide us with a UPS or FedEx account number. We will become more flexible with our sample policy once we begin working with you on an ongoing basis. We reserve the right to refuse samples if we feel the requests are being abused.

Do you mail catalogs?
We are an ecommerce and environmentally friendly company. By not printing and shipping catalogs, we can pass along these savings to our customers. If you’re unable to find a promotional product on our web site, let us know and a personal account manager will be able to locate it for you through our internal product database of over 250,000 promotional items.

I needed my order yesterday, do you have rush options?
We specialize in rush orders and have made thousands of customers happy with rush orders. We have even set up our own proprietary system called “ROPES” (Rush Order Product Efficiency System) to handle any size rush order. Proofs are typically waived with rush orders. If there is enough time we will provide an email proof before moving forward with production. In addition, if you would like to see an actual product proof and time permits please let us know when you place your order. Feel free to contact us and we can confirm inventory and production time for your rush order. Just let us know where and when you need the product and we will make it happen!

Do you have a minimum order size?
No, we don’t. However, for orders under $500, there is a $79 processing charge as we give the same care and attention to these orders as to larger orders. Freight and taxes, if applicable, do not apply towards the order total of $500. If you are ordering two imprinted products at the same time and they total over $500, the processing charge does not apply.

What about product pricing on the web site?
We are constantly updating all of our products and their quantity price breaks on our web site. Due to ever-changing product prices, it is not always possible for us to update each individual price on the web site. If this pricing issue does occur we will contact you immediately to update the pricing for your order. If necessary, we will research a similar item within that same price range.

Will there be set-up charges?
Set-up charges will apply when you want to imprint on most of our promotional items. Set-up charges may vary depending on the chosen promotional item and imprinting method. Set-up charges are fixed costs that are independent of the total quantity ordered. Repeat orders may occasionally have a discounted set-up charge. We will provide you the set-up charges with your quote.

What artwork formats will work the best?
Vector-based images are created by software such as Adobe Illustrator and Corel Draw. Vector images are very small images that can be edited and adjusted in size in order to provide flexibility when it comes to printing. Vector files usually feature the file extensions .EPS and .AI with all type converted to outlines. If you need your logo recreated in the correct file format, simply email it to a personal account manager and they can provide you with an estimate. The art department will typically complete your logo recreation in less than one business day.

How will my order be shipped?
Orders are shipped either UPS or FedEx. The shipping and handling cost is typically not included in your quote unless requested. The final shipping cost will be provided once your order ships. If you have a rush order, we can provide you with expedited shipping methods to meet your event date.

Returns?  We strongly encourage customers to immediately inspect all shipments upon arrival.  All defective items must be returned within 60 days of purchase. Prior to return, all merchandise requires specific return authorization from the factory in order to be eligible for credit.  No credit or replacement merchandise will be issued for product unavailable for return to factory.