Help & FAQ's
- Overview of the Ordering Process
- Shipping & Delivery
- General Ordering Information
- What if I receive more or less than I ordered?
- Can I cancel or change my order?
- What are set up charges?
- If I reorder an item will I pay set-up charges again?
- Will I see a proof before my order goes into production?
- Do you charge sales tax?
- Can I see a sample?
- Can I order in quantities smaller or larger than those shown?
- Use of Trademarks
- Notes about our site
Overview of the Ordering Process
Once you place your order, you’ll receive an e-mail confirmation with your order number. 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 the Customer Care representative 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 design proof showing your artwork. 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.
Remember, nothing goes into production without your approval!
What kind of artwork can I send? And, what if I don’t have artwork?
Don’t worry. Send us what you have. We'll work with what you have – FREE. Don’t have art? Just tell your Customer Care Rep what you’re thinking of, 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 send it to firstname.lastname@example.org or e-mail directly to your Customer Care Representative.
Can I specify a PMS color for my imprint?
Yes! Keep in mind however, that 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 also a few products where, due to the limitations of the imprinting process, exact PMS matching isn’t possible. Your Customer Care Representative will help you with this. If you don’t require an exact match, but would like us to be ‘as close as possible’ – we’re happy to help. Just let us know which colors we should be working towards in the ‘additional comments’ section in the order process, or just let your representative know (you’ll get an e-mail from them shortly after you place your order!).
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 love a challenge and would be happy to help!
Can I split my order and ship to multiple locations?
Sure! Just let your Customer Care Representative know (you’ll get an e-mail from them shortly after you place your order!) and they’ll be happy to assist.
Can I ship internationally?
In many cases yes. It’s best to work with our Customer Care team on this as each case is a bit different. Please contact us!
Can I ship on my own shipping account?
Yes. Just let your Customer Care Representative know (you’ll get an e-mail from them shortly after you place your order!) and they’ll be happy to help.
What type of payments do you accept?
We accept checks, PayPal, and all major credit cards. We also offer open accounts for most government and state 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.
General Ordering Information
What if I receive more or less than I ordered?
Typically in our industry you are charged for any ‘overruns’ – we don’t! We charge you only for what you ordered. In the unlikely event we ship fewer than ordered, you’ll be charged only for what you received.
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 Customer Care Representative (you’ll get an e-mail from them shortly after you place your order!) and they’ll be happy to assist you.
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 online proof of your item which must be approved by you before we proceed!
Do you charge sales tax?
We collect all applicable taxes for goods and services shipped into Connecticut. Customers in other states may be required to remit use taxes. If your organization is exempt, please supply your Customer Care Representative with your resale certificate.
Can I see a sample?
Yes! We’re happy to send you a sample of an item(s) you’re considering. 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?
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 possible. If you need to order more than the quantities shown please call 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.
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 Customer Care Representative and we’ll rerun your order or refund your money. We’ll even pay the shipping to get the problem product returned. We are in this for the long-haul and will work with you to be sure you’re 100% satisfied. Really!
Notes about our site
The artwork, designs and trademarks shown on products on this site are examples of the products and imprinting services we offer. They do not represent endorsement by the owners of the artwork, designs or trademarks.
All prices and product information are subject to charge without notice.