FAQ

FAQ

 

Artwork

What kind of art file do I need for my order?

Ideally, we prefer an Illustrator file (or other vector format) for most orders. Some four color process orders may use a high resolution pixel-based file. If those two sentences were Greek to you, no problem. Either check out this article about the difference between a vector and pixel-based file, or simply email us what you have, let us know what you'd like to print it on and we'll be happy to evaluate it for you free of charge.

 

How do I get my artwork to you?

You can email it directly to us as an attachment, upload it through the link in the footer of every page of our site, or attach it when you use the quote request feature of our site.

 

What if I don't have any artwork?

If your imprint involves some simple text or a stock art image we have on file, we can typically set that up for you at  no charge. If your needs are more complex, we can handle that too, but there may be an hourly art charge involved. You would receive a copy of your design file and rights to use it in the future, should you want us to develop artwork for you.

 

Can I print a specific PMS color?

Sure! If your chosen PMS color isn't a stock ink color on the product you're ordering, there may be a PMS match charge incurred. Also, be aware that because we're printing on items the PMS reference chart wasn't really designed for, we can't guarantee the match. But, generally matching a PMS color is no problem. Just provide us the full PMS number (for example 352C) and we'll take care of it.

 

What is a PMS color?

PMS stands for Pantone Matching System and it's a standardized reference for color in the print world. For an in depth explanation, check out Pantone's site.

 

What does 4-color process mean? Do I need it?

Four color process printing is typically used for an imprint that has areas of color that are not solid (the color fades, is shaded or is like a photograph). You may also hear it called full color or CMYK printing. If your imprint needs to be one, two or three solid colors with no shading or gradients (like solid white and blue), then you probably just need spot color printing. If you have any question about what type of printing you'll need, feel free to email it to us. We're happy to take a look at it and let you know.

 

Do you keep my artwork on file?

We typically do save your artwork here in our office, but we don't guarantee it. We recommend saving it yourself as well. Our factories typically (but not always) keep old art and screens on file for about two years from the time of your order.

 

What kinds of images can I print?

You can generally print whatever you have legal permission to print as long as it's not deemed offensive or explicit. Legal permission means you own the copyright or have written permission from the copyright owner. Submitting artwork for an order indicates that you are legally allowed to print the artwork and we will not accept any legal responsibility for its use. In general, we don't print adult content, offensive language or inappropriate messages or images. Be aware that decisions about what we're willing to print are completely subjective and based on our owner's opinion. If we won't print it, I'm sure there's someone who will and we apologize for your inconvenience.

 

Can you print my college or pro sports team logo?

We don't have licensing agreements in place at this time, so unless you're part of the university or team you're wanting to promote or have their written permission, we cannot print it. Sorry!

 

Samples and Proofs

Can I get a free sample of one of your products?

Some of our items can be sent for free and some have a charge either for shipping or shipping plus the item itself. Should you place an order with us and there was a charge for the sample, the sample amount for that product will be credited to your order. 

 

How can I see what my imprint will look like?

We will send you an emailed proof of your imprint for every order. Sometimes your art will be shown on the item, sometimes in the appropriately sized imprint area. If the imprint area is less than 8-1/2" x 11", we'll send your proof at the actual size of the imprint. Check and double check this proof carefully. Especially look at phone numbers and spelling. If you have any questions about how something looks, ask! Don't assume anything! When you approve the proof, you approve us to print the art exactly as shown and you take responsibility that the proof is correct.

 

Can I get a single sample of my item with my imprint before printing a whole order?

Yes, a pre-production proof is usually possible and the cost varies per item. Contact us for details. Sometimes (with glassware in particular), a pre-production proof will automatically be sent if the order is over a specific quantity.  [back to top]

 

General

Why did I receive more (or less) items than I ordered?

We try to ship the exact quantity that you order, however, the printing process does not always allow for that. On items subject to an overrun or underrun, you may receive up to 10% more or 10% less than your order quantity, so be aware of that when choosing your quantity. If an exact amount of an item is required, it may be possible to specify that. Please discuss this with one of our customer service representatives when placing your order if this is a concern for you. The quantity shipped will be considered fulfillment of the order assuming that it falls within the over/underrun policy for that particular item. We will automatically refund you for any underruns and if an overrun exceeds $5, you will be responsible for the additional charges.

 

Can I order items with no imprint?

Usually, yes. There may be a discount available, but it depends on the item. Contact us for availability and pricing on any specific item you're interested in.

 

Do you accept international orders?

Yes we do accept international orders. Due to fraudulent activity, we do reserve the right to refuse orders on an occasional basis. Requirements for international orders vary from our standard policies. Terms are prepaid by bank transfer, minimum order amount is $1,000 USD or $500 for Mexican/Canadian orders and you will need to arrange shipping or ship on your account (and arrange for duties and taxes). Alternatively, we will ship to a continental freight forwarder and in that case, the order can be our normal minimums and we will accept a credit card for payment as long as the credit card is through a US bank. 

 

Is rush service available?

Yes! Most of our products have some sort of rush service available. Some products can be available to ship in as little as two hours from order placement. So, just contact us and we'll see what we can do! Be aware that rush order pricing may be different than what you see on our website.  

 

Do you do fulfillment?

Yes, we can do fulfillment with some of our factories, just call to talk about your needs and we'll do what we can to make it happen!  [back to top]

 

Orders

Can I order any quantity?

Our company has a minimum order size requirement of $200. In addition, there are factory-set minimums on every product we sell and those amounts vary. Glassware may be 72 items while a pen may be 500 items or more. The smallest quantity listed on each product's pricing chart is the minimum purchase for that item. You may combine items to reach our $200 minimum order requirement. Occasionally, we can ship less than factory minimums for an additional charge.

 

I don't see what I need, do you do custom items?

We have access to hundreds of thousands of products in addition to the products on this site, so if you don't see what you're looking for, just ask! In addition, we can do custom product sourcing and development, so just let us know what you're looking for and we'll do our best to turn your idea into reality!

 

When and how will my order ship?

Most of our products are printed and shipped within a few weeks (8-12 business days). Many are shipped much more quickly and some take longer. We'll do our best to work with you to find a product we can get to you before your desired in hand date. All of our orders ship FOB factory and most via UPS or FedEx. 

 

Can I ship to more than one location?

Certainly! We can usually split ship to as many locations as you need, but there's usually a charge for each address after the first. 

 

Can I ship my order on my own account?

Yes, absolutely. Just provide us your account number and preferred method of shipment and we'll be happy to specify that. If you'd like to arrange a pickup at our facility, we can work with you to accommodate that as well.  

 

Can my order ship without your name on the return address?

Yes, we can ship orders blind (without our name on the package). Just be sure to request us to ship the order blind when you place your order.

 

What are my options for payment?

Our terms are prepaid by credit card (MasterCard, VISA American Express or Discover), bank transfer or corporate check.  

 

What if my order doesn't meet the minimum requirement?

If you need to do less than the factory minimum for any given item, it may be possible with an additional Less Than Minimum charge. The availability of that option depends on the item and the factory it ships from, so contact us for details. If you just need a handful of items, we might be able to fulfill your order on a limited number of products through our Cornerstone 1+ program. 

 

There's a problem with my order, what do I do?

Contact us immediately (within 30 days)! We'll step you through a resolution process. 

 

What is a setup charge?

The setup charge covers the factory time and materials to create, maintain and store your artwork screen(s) used to print your order. Sometimes called a screen charge, there is typically one charge per imprint color. Four color process imprints usually also incur a setup charge, but it may be configured differently.  

 

Other than product cost, what other charges will I have for my order?

If your order is basic, you will have the product cost, a setup charge (see the question above) and shipping. There are some other charges that you may incur, depending on your product and your imprint. The most common of those are PMS color match charges, Less than Minimum charges, color or copy change charges or split shipment charges.

 

Terms of Sale

Can I change my order?

We will make any changes possible. The ability to make changes on an order usually depends where we are in the production process and what changes are required. There may be additional charges involved and obviously, if the order has already shipped, changes are not possible.

 

Can I cancel my order?

Orders can be cancelled at any time before they are shipped. Whether we can cancel an order without charge depends on where we are in the production process and the policies of the factory producing the items. 

 

Can I return my order?

Custom printed items cannot be returned. Blank (unimprinted) items can usually be returned, but often has a restocking fee. Contact us for details. 

 

Will I need to pay sales tax?

You will be charged sales tax if your order is shipped to TN. There are a few exceptions to this, but we'll let you know in advance if you need to allow for sales tax in your budgeting.