FAQ

Ordering Process

When you are ready to place an order, you have options. You can request a quote online, submit a cart order, or give us a call. Once your request is made, our 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 ‘e-proof’ showing your artwork on a mockup of the item(s) you’re purchasing. There you’ll have the opportunity to approve it, or make suggestions for changes and improvements (remember, all of your artwork for an order is FREE. We don’t charge for art design and prep!). When you’ve approved the art you’ll receive an order confirmation with all of the dates and charges. Keep in mind the charges will not change (including shipping) from what was shown in the order confirmation you received at the start of the process unless something has changed (quantity, additional imprint colors or quicker shipping) – and then only if you’ve approved them in advance.

Remember, nothing goes into production without your approval.

Artwork

What kind of artwork can I send? And, what if I don’t have artwork?
Don’t worry. Send us what you have. Our professional art team will work with what you have to create exactly what you need – 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 rick@promosrok.com or email 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.

Shipping & Delivery

How fast will I get my order?
The number of days for delivery depends on the shipping method you choose. If you need an item faster than the production time shown on your confirmation 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 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 and they’ll be happy to help.

Payment

What type of payments do you accept?
We accept checks and Visa and MasterCard credit cards.

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, but we do not collect the funds until your order ships.

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 be contacted by 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 ‘e-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 California. 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 you’re considering. We send the samples free of charge and in most cases they are yours to keep. 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?
Most of the time 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 800-660-7592 as additional discounts may be 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.

Do you have licenses to print my College or University logo?
In many cases yes. We work with all of the major licensing organizations and are licensed to reproduce many college and university logos for internal use. For more questions, call or email us.