What is a set up charge?
This is a one-time charge for the labor involved in preparing the machine for imprinting. When you re-order the same item using the same
artwork, the set up is FREE. Set up charges are per imprint color and imprint location.
What is print-ready art?
Print-ready art is clean black and white art created in vector based programs such as Adobe Illustrator (.ai) or transferable vector art (.eps) files. All text should be outlined (In case we do not have the font you used.) JPG, BMP, TIF files must be sent in at least 400 dpi or greater and twice the size as the actual imprint. Images from the web can not be used for imprinting.
What if I don't have print-ready art?
If you don't have print-ready art...no problem. Simply e-mail your digital file or send us your business card or letterhead and we will create print-ready art for free. Most competitors charge $50 for this service.
Can I fax you my art?
Yes, but faxed art will be used for reference only and will have to be recreated. Faxed art is not print-ready because of the poor quality print a fax produces. It is not recommended that you fax artwork with a lot of detail. Fine detail will degrade through a fax.
Do you keep my artwork on file?
Yes, we keep your artwork on file for three years. But the screens used to print your artwork are only kept for two years. If you place an exact re-order within this time frame you will not be charged for a new screen. You can use your art on other products. Digitally resizing your art is free of charge while screen charges for actual production may apply.
What is your Overrun/Underrun policy?
Unlike most of our competitors who will bill up to 10% overruns, we do not bill you for any overruns that may be produced on your order. You will be billed for the exact quantity you order or any underruns, but never an overrun.
Can I request a sample?
Yes, if you would like a FREE sample of any item we carry, simply call us at 800-748-6150. Tell us what you need and it will be shipped immediately. Most samples will have a random imprint. For some orders (over $15.00), a credit card may be required for auhtorization. You can also request a sample on any Product Detail page.
How long will it take to get my order?
To determine production time, simply look for the production time on the Product Detail page. The number indicates the amount of business days the product will be ready to ship in.
Actual shipping time is determined by the shipping method you choose. Production begins the following day after you approve and return the faxed proof of your imprint. Please allow 1-2 extra days before production begins if we are creating print-ready artwork for you. Our production time is guaranteed with a one-color imprint in a standard color. Multi-colored imprints and/or PMS color matches may require additional production days.
Will I get my order on time?
Everything you order from Promo Direct is guaranteed to ship on time. If for any reason shipment is delayed, we'll expedite the shipping at our expense to ensure you have your order when you need it.
Will I be able to see a proof of my artwork?
Yes, before we put your order into production, you will receive a FREE faxed paper or emailed proof of your imprint for final approval. This step in our ordering process ensures that your order will be processed accurately.
What is your return policy?
Your complete satisfaction is our #1 goal. If your product or imprint are not exactly as you ordered them, we will rerun your order or credit your account. Our credit/return policy is 30 days after purchase.
Can I request an item that is not on your website?
Yes, let us know what you are looking for and we will find it for you. We have access to thousands of items.