I don't own a retail/promo business...can I buy just a couple items for my friends/family?
As we require your company's Sales Tax Reseller ID# on file (where applicable), we unfortunately are not able to sell to the general public. For this reason, we require every customer to register for an account before placing their order. Additionally, our 72 pcs minimum means we cannot accept small orders of just a few pieces.
I registered for an account so why can't I log in?
Account registration is not automatic. We review all new account registrations. If your information appears valid and complete -- including Sales Tax Reseller ID# (where applicable) -- your account will typically be approved within 24 hours (or the next business day if registering over the weekend). If approved, you will receive email notification sent to the email address you provided. If you do not receive email notification within this time period, please check your spam/junk email filter. If several days have passed and you still have not received account approval, feel free to contact one of our Customer Service Representatives at email@example.com or 512-236-9282.
What are your minimum order quantities (MOQ's)?
We require a 72 pcs minimum per Print Class, NOT per item. This means you can gang up a variety of items with similar print areas to reach minimums. For example, you may order 24 pcs flip flop magnet, 24 pcs palm tree keychain, and 24 pcs lobster claw lighter to reach the 72 pcs required for custom printing. If your order is significantly under our MOQ, we may contact you to discuss increasing quantities. There is no MOQ for any items you wish to ship BLANK without a custom print.
After I place my order, how long will it take to ship?
Production time typically takes between 8-10 business days after any custom art has been approved. Please note production turnaround times may increase during peak business times. Paid rushes are available if you must have the order produced sooner.
How can I indicate my specific preferred ship date?
If you don't want your order to ship until a specific date, please include this date in the Order Notes during online check-out. It is also helpful to include the Cancel Date or latest date you'd like to receive your order. Any orders without specifically noted ship dates will be shipped as ready.
What if I wish to return or exchange an item(s) for any reason?
Please call us at 512-236-9282 to speak to one of our Customer Service Representatives to arrange a return, account credit, or exchange.
How are shipping costs calculated?
Because we often will not know the final weight of your order until it is ready to ship, shipping costs are typically calculated after the order has shipped.
Can I submit my order today and pay you at a later date (terms)? How can I apply for credit or terms?
During the online check-out process, you will be given the option to pre-pay by credit card or submit your order via Purchase Order (without pre-payment). Typically, we ask new customers to pre-pay by credit card (we accept most major credit cards excluding American Express). If you would like to apply for credit or terms, please call us at 512-236-9282 to speak to one of our Customer Service Representatives to request a Credit Application Form. We will review your application and advise whether you are eligible for credit or terms. If you've submitted your online order by selecting the Purchase Order method and you are not approved for credit/terms, we may contact you to ask for pre-payment before production can begin.
Where can I include special instructions with my order?
Please include any special order instructions in the Order Notes section during the online check-out process.
I have a custom logo I want printed on my items. What type of file do I need to send you? Who do I send it to?
Vector files formats (.EPS, .AI, .PDF...) are preferred to ensure a quality print, however we are often able to work with other file formats of lower quality. If file quality is too low, our art department may need to recreate or trace your logo for an additional art charge. Upload your custom art or logo during the online check-out process (no file size limit) OR email as an attachment (10MB limit) to firstname.lastname@example.org. Contact one of our Customer Service Representatives at email@example.com or 512-236-9282 if you would like to know more.
How do I request a custom digital art proof be sent to me for approval prior to being printed?
We will automatically send custom digital art proofs for any order with custom logos being printed. If your print is a simple namedrop and you've selected one of our Print Menu options, we typically will NOT send you an art proof for approval. If you wish to approve art proofs prior to production, please include your request for art proofs in the Order Notes section during the online check-out process.
Why do I have an unexpected Hazardous Materials fee added to my invoice?
By law, all lighters are classified as Hazardous Materials and are subject to an additional fee in order to be shipped. This is a one-time flat fee for any order containing lighters. For this reason, we recommend you buy lighters in large quantities.