PRE ORDER QUESTIONS

How come I cannot find the item that I am looking for on your website?

Rather than list every available item, over 1,000,000 and counting, our online catalog offers a broad selection for everyone to peruse. If you do not see what you are looking for, please call us immediately at 301.869.7800 and we can discuss your options.

What is your sample policy?

We will be happy to provide you with samples of items you might wish to order. You will be charged for shipping and for any sample over $5. Should you place an order for the items in question within 30 days, the sample charge will be credited to your final invoice. Alternatively, should you return the sample within 30 days, you will be credited for the item. If you have a UPS or FedEx account number you would like to use, shipping can be charged to your account directly.

What is your payment policy?

We require a credit card payment when your order is finalized. If you would like to be considered for credit terms please complete and return the application for credit.

PRICE QUESTIONS

What are all the additional charges listed on my proposal?

We include as much information as we can in our proposals. Although additional costs may not apply to your specific order, most custom decorated products incur setup/screen charges and shipping costs. Other additional charges might include rush charges and running charges to add colors and imprint locations.

Why am I being charged a setup cost?

Almost all of custom products have setup charges. Setup charges can include, but are not limited to, the creation of a screen, die, mold, etc. in order to imprint your item with your logo or design.

Do you offer special pricing for repeat orders?

We are specialists in Group Buy and Co-Op Marketing. By pulling your orders with other departments or locations, you can greatly reduce your overall costs without sacrificing quality of product. Ask one of our consultants about how a Group Buy program might benefit you.

ORDER QUESTIONS

Do you have a minimum order?

Quantity minimums vary based on each specific item. Generally, the cost per-piece drops significantly as the number of items ordered increases. We encourage you to order at least the minimum quantity. If you do need to order below the minimum quantity, a less than minimum charge is applied.

How long does it take to produce my order?

Production times vary by item. If you are crunched for time, be sure to let us know. We have the ability to produce items in as little as two hours, if needed.

How will I know when my order has shipped?

Your order confirmation includes an estimated delivery date. Once the order has shipped, our order tracking department will send you an email with your tracking numbers.

I live close by, can I come and pick my order up?

Orders are not produced at our Gaithersburg office. For your convenience orders are delivered to your specified location.

ART QUESTIONS

What does an .eps or vectored file mean?

This is your fully editable master file that all the other file types are created from. You need specialist software to work with this file called Adobe Illustrator. The eps file is fully editable with the fonts flattened. We flatten the fonts because fonts are just like software and to own a font you must buy the license. If we did not flatten the font then you would need to buy a copy of the font as well. You are of course free to do that yourself. There are many good font sites on the web but we always recommend Fonts.com

The eps file is a vector file. All the other file types we send are what is called raster files. Raster files are made up of tiny dots, clearly visible under a microscope. This means that when enlarged in size or reduced significantly in size, raster type files will lose quality. Vector files on the other hand do not suffer from this loss of quality because the image software uses a mathematical technique called vectoring to create the image.

To see an example, please view our Basic Art Help Sheet here. The eps vector file can be reduced and enlarged using the correct software without any loss of quality. This file format is also used by the majority of professional printers.

Why am I being charged for Art Services?

We provide each order with 30 minutes of free graphic design work. If your order requires more than 30 minutes, you will be charged $150/hour ($100/hour for our nonprofit clients.) Some orders take longer than others for reasons such as: complexity, size and logo recreation. We will always ask for your permission before moving forward with billed art time.

How do I change or approve my art proof?

You can make changes to your art proof by emailing or calling either your sales representative or our art department (301.869.7800 or email us).

You can approve your art proof by signing and emailing it to your sales representative or the art department.

NEED AN ASSIST?

Planning for a tradeshow or promotional marketing campaign is what we do everyday. Download one (or all) of our helpful planning documents to prepare for the next step in getting your brand out there! Don’t forget, we’re also available to chat over the phone, face to face or via email whenever you’re ready.