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Toll Free 1-800-343-3166

Promotional Products FAQ | Your Questions Answered


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What Is Vector Artwork?
Vector line art allows us to work efficiently with your logo to achieve the best possible etch, engraving or print. We will accept tif, gif, jpg and pdf files; however, we will need to convert these to vector at a rate of $35.00. For more information please visit our Artwork Info page.

If you choose to create your own layout, please follow these simple rules:

Save your vector line art in .AI or .EPS format
No fonts smaller than 11 pts
All graphics converted to black and white
All fonts converted to outlines
No lines thinner than 1 pt
All objects are vector - no raster images
No linked/embedded objects within a file

When Will I See A Proof?
Depending on whether your order is a rush or standard production time, proof schedules may vary. For rush orders, you should see a proof within 24 hours. For orders that have a standard turnaround time, please allow 48 hours for your proof to arrive.

Please note:

In order to ensure customer satisfaction, we proof all orders. Customer revision and approval of graphical proofs is required for all orders. We will not proceed until customer's approval is received.
We ask customers to reply to proof emails within 24 hours whenever possible to avoid shipping delays. Late approvals from customers may require expedited shipping methods.
Once you have approved the proof, responsibility for any mistakes shifts to the client..

Most engraving/printing/embroidery fees are included for one standard placement. Setups apply differently depending on method. Specifics details available on the product details page. You can always call, email or live chat us for more information.

When Will My Order Be Ready?
Please allow 5-7 business days from art approval for shipping unless rush.

Please note:

You do not need your artwork, text or personalization to place an order. It is important we get the order process started by cutting, polishing, and prepping your awards first. You can send you artwork a few days later to help ensure your pieces arrive on time and are ready to etch.

Do You Do Rush Orders?

For rush orders we will make every effort to accommodate your needs. We do not charge any fees for rush orders other than the expedited shipping cost to get your order to you. Custom orders are subject to additional lead time depending on the project. Contact your project manager for special requirements. You will be notified of approximate shipping costs to be added to your order.

Do You Offer Discounts To Non Profit Organizations?
We work with a number of non-profit organizations like Cystic Fibrosis, Ronald McDonald House, and Big Brothers/Big Sisters just to name a few. We offer an additional 10% discount off our already low prices on all our stock items. All you need to do is submit documentation verifying your non-profit status.

What Is A Setup Charge?
Setup charges will vary depending on product and method of personalization. You can find that information on the product detail page or contact our team to discuss.

Can I Get A Sample First?
Samples are available by request and can be shipped blank or random logo sample. Samples are billed at the online price and you have 30 days to return and receive credit. The cost of shipping the sample is non re-fundable.

Custom promotional products and premium corporate gifts are our specialty. We can create almost any product to fit your needs. The best way to get your project started is to fill out the Custom Promo Form located on the custom promotional product page or by clicking the highlighted link. All we need is your ideas, quantity, budget, and timeline. We will take care of the rest.

Do You Have Minimum Orders?
Minimums will apply on a product by product basis. Please refer to the product detail page for specific or contact our team for more information.

What Methods Of Payment Do You Accept?

Credit Card Payment: Visa, MasterCard, American Express and Discover
When providing credit card information please include your order number, type of card, card number, security code, expiration date, full name and billing address as it appears on the card. Information regarding account will be held entirely confidential. When paying by credit card, you will be charged 100% of the amount stated on your receipt as soon as we start working on your order. This secures the merchandise and puts the order into production to be customized.

Direct Bank Payments: In an effort to reduce processing fees to keep our pricing competitive we have added ACH and wire transfer payments. This is an easy and effective way for our clients to secure their products and ensure on time shipping. Please contact finance at for more information.

Check Payments:: Checks may be accepted from companies with approved credit. No personal checks please. Products are shipped when funds clear our bank. In the event your order is time-sensitive we strongly recommend paying by credit card, ACH or wire transfer. A returned check fee of $25.00 will be assessed in the event a check is returned for insufficient funds.

Purchase Orders and Net 30 Terms : reserves the right to grant Net 30 payment terms. If you are granted payment terms, you agree that if you are late paying your invoice, a 1.5% per month (18% per annum) finance charge or the maximum charge permitted by law may be assessed against all accounts with past due balances. You agree to pay all the company's reasonable attorney's fees and all collection agency fees incurred in the collection of any amount owed hereunder and not paid when due.

Can I Cancel My Order After It Has Been Placed?
You have until the end of the business day on the day your order is placed (5:00 pm EST) to cancel your order for a full refund. Orders cannot be canceled once proofs have been sent for approval unless prior authorization is received.

We take the utmost care in packaging and shipping your orders however accidents may occur. We must be able to file a claim with the carrier so it is imperative that any damages are reported within 48 hours of receipt, and all packaging is retained for inspection. If you receive damaged items we will take care of all costs required for replacements free of charge before your event. See our 110% CEO Service Promise for more details. Failure to report damages within 48 hours or failure to retain packaging may nullify our claim with the carrier and charges to you may apply.

We take great care to ensure accuracy on all of our orders. Internal policies are in place to ensure artwork is exactly what you approve though mistakes may happen. If you receive an order with artwork different than what you approved we will take care of all costs required to replace your order free of charge before your event. See our 110% CEO Service Promise for more details. Should it be a customer error, we offer a 20% courtesy discount to remake your order and any expedited shipping is the responsibility of the client.

Do You Ship Internationally?
Most of our pieces ship within the United States and Canada. We can ship internationally as long as you provide a UPS or FedEx number for 3rd Party shipping. A $10.00 per box charge for shipping and handling will apply. All orders must originate from US or Canadian addresses. We do not accept any orders that originate overseas.

Yes, we call this a Release Program. The benefit is that you get our quantity discount and your orders are ready to ship any time you need them. Payment on the total quantity is due when order is placed.


  • Yes. Standard shipping and handling charges will apply.
  • Please request a drop ship form from Customer Service to send us the addresses.
  • A $10 handling fee per address will apply if using your own shipping account or when purchasing a free shipping item from our website

The item detail page describes the exact packaging available for our products.