FAQ

FAQ
(Frequently Asked Questions)

What if there is a problem with my order?

We absolutely do our best to check every product as we carefully organize each box. If your products are defective or the imprint is flawed, you may contact our Product Specialist to initiate a return, rerun, or alternate solution. Sometimes we may produce extra and we can send those over to you after receiving and inspecting the defective or flawed product. We’ll handle all shipping costs and any reprinting necessary. We’ll personally handle it to make sure you are 100% satisfied and are proud to display your product.

What kind of artwork should I upload for our logo?

The best file is a vector file (AI or EPS) but certain high resolution JPEG or PNG files may work. Visit our Artwork Requirements page for more info.

When does my credit card get charged?

During checkout we capture your credit card information but we ONLY charge once you have approved your mockups. 

How fast will I get my order?

We provide the fastest turnaround in the industry for custom branded collections and you will receive your order in 4 weeks or less (20 business days or less) after mockup approval. If you need your product in-hands on a specific date before our standard turnaround, Rush options may be available. Please contact us and we’ll be glad to review the options.

What is your cancellation policy?

You may cancel your order at any point up until approving your mockups. Once the mockups are approved, we get your order into action immediately and no changes can be made to the product colors or imprints.

Can I have the product shipped to a different address than on my order?

Up until mockup approval you can make changes such as shipping to a different address than when you originally placed your order. After mockups are approved, we may be able to change the shipping address but you must contact us immediately so we can make the change before your whole order is shipped (approximately 3-4 weeks after mockup approval).

Can you ship my order to multiple locations?

Yes! Before approving mockups, please let us know how many boxes you want sent where. If each box needs to go to a different location then your Product Specialist will inform you of extra costs.

Can I substitute items in the PAX?

Unfortunately you cannot. We created the PAX with pre-selected items to save everyone a massive amount of time and it’s hard to substitute an item of equal value. Custom PAX can be made! Visit our Custom PAX page for more info.

Can we get fully custom PAX made?

Absolutely! You’ll work with us directly to figure out exactly what you need and how we can pick the best product and methods to WOW your audience. Visit our Custom PAX page for more info.

Can we add to our order once it’s been approved?

Once we get your approval on the mockups we immediately initiate the process to get your product in your hands as quickly as possible, so we cannot accept changes to the order once approved. As always, please contact your Product Specialist immediately to see if they have any alternate solutions. We are here to help and sometimes miracles and special requests are able to be fulfilled!

Can we print a multi-colored logo?

Yes! We do have the option on many PAX to upgrade to a 2-color print on the items that allow it. Not every product can be printed in multiple colors such as items that get laser engraved instead of printed with ink.

What if I receive a product that’s broken or damaged?

We absolutely do our best to check every product as we carefully organize each box. If your products are defective or the imprint is flawed, you may contact our Product Specialist to initiate a return, rerun, or alternate solution. Sometimes we may produce extra and we can send those over to you after receiving and inspecting the defective or flawed product. We’ll handle all shipping costs and any reprinting necessary. We’ll personally handle it to make sure you are 100% satisfied and are proud to display your product.

Do you keep my art on file for future orders?

We keep all art on file for quick and easy re-orders. When placing an order, just reference a previous order number and we’ll pull up the art files.

Will I see a proof before our products get printed?

Always. We require approval of digital mockups before we send your order to print. This is when you can change the print color, product color, or send us a different logo.

Can I get a discount on quantities higher than on the site?

We have even further bulk discounts past 200 quantity so please contact our Product Specialist to see how much more money we can save you by ordering higher quantities. 

Can I see physical samples of the products?

Once you place your order, you may request a blank sample of any of the products offered in that collection at retail value, and upon approval of your mockups, we will credit that charge to your order so those samples will be free. If you decide to cancel your order, your card will be charged the cost of the samples.