FAQ

How do I place an order?

Contact us and we will gladly help you with your branded merchandise order. We simply ask you have the following details on hand: intended recipient (employee, customer, etc.), purpose (recognition, business development, etc.), quantity, budget, and desired in-your-hands date. These insights will help us curate the right branded solution for you.

Will I receive an order confirmation?

Yes. After placing your order with us, we’ll send you an order confirmation by email detailing what you ordered, cost, shipping address, estimated ship date, and other important details.

What is your usual turnaround time?

Our average turnaround time (including shipping) is approximately 2-3 weeks from the time your order is approved. If you need your order by a specific date, be sure to make a note when placing your order so we can ensure you receive your products on time.

What’s your usual turnaround time on art?

Depending on when you physically need your order, artwork is created based on our priority queue. Sometimes your art is completed in 24 hours, though we often finish designs before that.

Do you have quantity minimums for your products?

Yes, though minimums vary from product to product. We generally have a 25-piece minimum for screen printing and a 13-piece minimum for embroidery. However because we connect customers to various sellers and products, some items and their minimums aren’t up to us.

Can I rush my order?

Let us know when you need it, and then depending on the type of product and complexity of the order, we’ll do our best to accommodate you. That said, there may be a rush fee!

Can I mix and match different garment colors and sizes within my apparel order?

Yes! You can order a variety of different colors and sizes with the same set of graphics as long as the overall total amount reaches our minimum order requirements.

Can I cancel or change my order?

If we’ve already imprinted the product with your logo/artwork, then we can’t accept cancellations. If you need to change your order for any reason, please contact your Creative Specialist.

Can tariffs affect my order?

Yes. Last year, tariffs were imposed on over 800 types of goods coming into the United States from China. Price quotes may be subject to change as a result.

What’s a setup charge?

A setup charge is the fee incurred to make the design plate (from your submitted artwork) and set up the machine for imprinting. If you are reordering, a setup charge may apply. The reorder setup charge varies from product to product.

Why did I receive a slightly different quantity than what I ordered?

Since we’re producing your custom merchandise in bulk, it’s possible you won’t get the exact quantity you ordered. This is known as an “over/under.” You may receive between 5-10% over or under the quantity indicated on your order confirmation. That said, we only bill you for the exact quantity shipped. If you need an exact quantity, just tell us up front and we’ll make arrangements when your project starts. There may be an additional charge for this service.

What kind of artwork do I need to send you?

We prefer vector art, which is found in file types ending in .ai, .eps, or .pdf. Vector art is a file or image that can be blown up without losing its quality (no pixelation or blur). We can also use high resolution .jpg, .tiff, or Photoshop files, but we need them to be set to 300 DPI (dots per inch). If you don’t have high resolution files or vector artwork, no worries! We can create it for you. Just hit us up.

Is PMS custom color matching available?

Yes! For screen-printing, Pantone Matching System (PMS) is free of charge. When it comes to hard goods, a PMS color match fee will apply based on the item. If the imprint is a four-color process, a PMS color match does not apply.

What forms of payment are accepted?

We accept Mastercard, VISA, American Express, and Discover, as well as cash or check.

When is my credit card charged?

Since every order is made using your unique logo, we require a 50% deposit up front. We then charge the balance when your items ship. This policy will remain intact unless you request to be set up on credit terms.

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Picture the promotional advertising industry as a humongous iceberg. A $25 billion hunk of ice made up of large and small businesses, marketing strategies, branding needs, target audiences, product trends… and lots and lots of swag. Most custom merchandise companies only show you the tip of the iceberg.

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