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Frequently Asked Questions
(Q.) Is there a minimum order?
(A.) Our minimum order is $100.
(Q.) Why is there a Setup Charge?
(A.) This is a small fee that applies to most orders that imprint. The charge is to pay the labor costs to calibrate the equipment or machinery and "setup" your logo or image in the proper location for imprint on your product.
(Q.) Will I be charged for shipping?
(A.) Catalog prices do not include shipping or handling charges. All products are shipped F.O.B. from suppliers factories. Shipping & handling will be added to your final invoice. A quoted shipping charge can usually be created with the proper shipping address from local suppliers.
(Shipments from overseas are not as accurate and could be high?er or lower than quoted.)
(Q.) What are Screen Charges?
(A.) Many products require that a silk screen or plate be made to apply your custom imprint. If your logo or image is more than one color, screens will be made for each additional color. Those items that can be printed digitally will not require a screen charge. Screen charges are one-time charges per product imprint and are saved for a period of time for future imprints(Usually 12 to 24 months). New imprint designs will require new screens and charges.
(Q.) What are acceptable formats and sizes for artwork?
(A.) We can accept most types of art files. EPS files are preferred from a Windows PC or Macintosh. We may have to convert your artwork for different imprint processes. Artwork should be the size of the image specified in the product information or slightly larger. If you have questions, please ask!
(Q.) Can I fax you a copy of my logo?
(A.) Sure! Faxes will not be usable for the finished artwork but we will be able to to have the talented design staff we use recreate your logo and get the job done to your satisfaction. Camera-ready artwork is best, but if you don't have it, we can create it.
(Q.) Can I get a sample of a product before I order?
(A.) Absolutely! There may be a nominal fee on the more expensive items, or for shipping charges from the factory, but they're usually free. Please call for details.
(Q.) Do you keep my imprint on file?
(A.) All digital artwork and order details are kept on file. New artwork or new items will require the appropriate screen or setup charges if needed. Again, if you have questions, please ask.
(Q.) How long will it take to get my order?
(A.) Once your order is placed and artwork approved, it takes 7 to10 business days as a rule depending on the item and the decoration; Embroidery takes longer than silkscreen for example. Rush service is available on most items in stock for an additional charge.
(Q.) What are the payment terms?
(A.) Payment in advance via major credit card or PayPal is almost always required for new customers. A credit application must accompany all orders from companies requesting credit with a 50% deposit. Major corporations and government agencies usually qualify for terms, with order minimums of at least $1,200.00. If there is a special circumstance, please contact us. We'll try to accomodate you any way we can.
(Q.) Will I get to see a proof of my logo, before it goes to press?
(A.) Yes, a paper proof is always sent via email for your approval on new projects. If the project is for an expensive item or a hard to find item a production sample or specification (spec.) proof will be required for final approval. Yes these cost more but save so much in headaches and solve feuds before they start.
(Q.) Where are the products manufactured and shipped from?
(A.) Our suppliers have factories and shipping services throughout North America, South America and Asia. If you require a product from a specific production location, please let us know.
(Q.) I need a specific item, can you help me find it?
(A.) We will make every effort to find the product you request or require. Be aware that some products require a minimum quantity to be produced.
Send a photo, drawing or a complete detailed description to help us with the search if possible to info@promosmithy.com
(Q.) What happens if there is a mistake made on the product?
(A.) We make every effort by using signed off, emailed paper proofs and production proofs on those products that require them that we hope to be as error free as is humanly possible. So if the mistake is ours we will fix it. If the error is yours we will fix the error at a low cost. In all cases we will do what is fair to all.
(Q.) Can I get a product in a quicker time frame than normal?
(A.) Rush charges very per product and mode of shipping. Normally a product will ship ground or most cost effective way. Next Day Delivery will be required for rush orders. Please be aware that some items cannot be rushed due to production schedules and the actual printing process. Check with us if you have questions for specific details.
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