Order Processing

Once you place your order, you will receive an e-mail confirmation. If you have files you need to send us, simply reply to this e-mail and attach your file. You will receive an email the next business day from the Client Service Representative who will be taking care of your order. They will fully review your order, make suggestions, confirm dates and review your artwork. They will also confirm your freight charges with you and finalize your order.

The next thing you can expect to receive is an email with your ‘e-proof’ showing your artwork on a mockup of the item(s) you’re purchasing. That will give you the opportunity to approve it, or request changes.

Once you have approved the proof, the item(s) will go right into production.

Order Questions

Will I see an art proof for my order?

Yes, with every new order, you will receive a digital proof of your item, which needs to be approved before your order moves to production.

Can I get a sample?

We’re happy to send you a sample of an item you are interested in ordering. In most cases we provide the samples free of charge, and you are only responsible for shipping. Please note that samples by regular ground freight take 7 to 10 days to receive, so please ensure you have sufficient time before your event date, to accommodate this delay. We also have an extensive supply of products on hand in our showroom, for local clients. Please email us at [email protected] or speak to your Client Service Representative about what we have in stock.

What are set up charges?

Some of the items we offer have ‘set-up’ charges (screen charges, digitizing or die charges, etc.). These are charges to create the screen, die or other necessary items to imprint your logo.

If I reorder an item will I pay set-up charges again?

In most cases you will not be charged a repeat setup charge. If you place an exact reorder (same art and item) within 2 years of your original order date, often your setup will be waived. It just depends on the particular type of setup. Ask your Client Service Representative for more details. Once we’ve done your logo in a digitized format for embroidery, we won’t charge you a new tape or digitizing charge to embroider any other item with the same art - EVER!

Can I order less/more than the quantities shown?

Most of the time the minimum quantity shown is the required minimum, but please call or email us so we can offer assistance, or suggest alternative items if possible. If you need to order more than the quantities shown please email [email protected] or call (888) 853-5845 as additional discounts may be available.

What is an over/under run?

With some products, such as drinkware and pens, there is an industry standard of up to 5% over/under run. This allows for printing a small quantity of extra items so we can remove any items that don't meet strict quality control standards after imprinting. If you ever were to receive more than 5% over the number you ordered, you would not be charged on the amount over 5%. We rarely ship under your order quantity, but we will never ship with more than a 5% under run. If you require an exact quantity for your items, please talk to your Client Service Representative to ensure they are aware, and take care of the request for you.

Can I cancel or change my order?

You can cancel your order prior to the order going into production. Once an order has an approved art proof, it moves into production, and we can no longer accept a cancellation. If you need to change your order for any reason, please contact your Client Service Representative (you’ll get an e-mail from them shortly after you place your order) and they’ll be happy to assist you.

Artwork

Where do I send my artwork?

You can upload your art when you place your order online or reply and attach it to your order confirmation e-mail and we’ll take it from there. You can also send it to [email protected] or e-mail directly to your Client Service Representative.

What kind of artwork can I send?

For almost all products we require original vector art with all fonts converted to outlines. This is generally a file ending in .eps .ai or .pdf. If you aren’t sure if your art is in the correct format please email us the file at [email protected] and let us know what product you plan to use it on, and we can help. For most signs and print products, we also have templates we can send you to layout your art with the correct bleeds. Just email or call us!

What if I don't have artwork?

No problem. We offer full creative services as well. So, email us at [email protected] and let us know what you need.

Do you keep my art on file?

Yes, we keep your artwork on file to make reordering and using your art on other products fast and easy.

Can I specify a PMS color for my imprint?

Yes please send us your PMS color to match. In some cases, there is an additional charge, 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 Client Service Representative will help you with this. If you don’t require an exact match, but would like to use the closest stock color to a specific color, just let us know which colors we should be working towards in the ‘additional comments’ section in the order process. You can also discuss any of this with your Client Service Representative.

Shipping & Delivery

When will I get my order?

Production times are listed for each item on the site. This is the average number of business days it takes to print your item, after you’ve approved your final artwork proof. The number of days for delivery depends on the shipping method you choose. Please note any event or in hands date when you place your order, and your Client Service Representative will go over your freight options and costs with you before finalizing the order.

Is RUSH service available?

Yes, we have many items that are available for rush production. Please browse our In a Rush? products for a selection of curated items that can be produced with shortened lead times. Also, depending on your required time frame many other products can be shipped with expedited freight to get them to you in time for your event. Please call us at (888) 853-5845 to talk about what you need and how fast you need it.

Can I use my own shipping account?

In many cases that can be arranged. Just let your Client Service Representative know (you’ll get an e-mail from them shortly after you place your order) and they’ll be happy to help.

Where can I ship to?

We ship to Canada and the USA daily, but in many cases, can accommodate requests to other locations as well. Talk to our Client Service team about your requirements by calling (888) 853-5845 or emailing [email protected].

Can I split ship to multiple locations?

Yes, in many cases we can arrange split shipping. Just let your Client Service Representative know (you’ll get an e-mail from them shortly after you place your order) and they’ll be happy to assist. In some cases, there is an extra drop shipping fee.

Payment

How do I pay?

We accept all major credit cards. You can also request credit terms. If you choose this option, we will send a credit application. Please allow extra time for credit check and the account opening process. Your order can’t go into production until your account has been opened. Our terms are Net 30 days.

Do you require pre-payment?

For credit card orders, we will charge your card before the order moves to production, and once the final total has been calculated including freight, setup fees and taxes. For clients that have established an account, your order will be invoiced when it ships and payment is due within 30 days of that invoice date.

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 please contact your Client Service Representative right away so we can make it right! All prices and product information are subject to change without notice.

How do I contact you?

Call us toll free at: (888) 853-5845

Call our local number at: (250) 868-8662

Email us at [email protected]