FAQ

Once you place your order on our website, you will receive an email notification with your order number. If you have artwork you would like to use, you can add that to your order or simply reply to your email notification and attach your artwork. Within 1 business day, you will receive an email from a Promotional Product Inc. Sales Representative who will be taking personal care of your order. At this time, your representative will review your order, make suggestions, contact you with any questions, confirm dates, confirm shipping estimation, item inventory and your artwork.

Once all of the details are confirmed, you will receive a visual proof within 24-72 business hours. At this time, you will be able to review your artwork, and make any changes. Once your approval is received, we will place your order into production.

GENERAL ORDER INFORMATION

1. How can I place my order?

A) Online – click buy now button on the product page.B) Over the phone – Customer can call our office and place the order.C) Via quote – Customers can place the order after receiving a quote.

2.What happens after I place an order?

After you place the order, your assigned sales representative will review your order, make suggestions, contact you with any questions, confirm dates, confirm shipping estimation, item inventory and your artwork. Once we process your payment, an order confirmation will be sent to you and a visual proof will follow within 24-72 business hours.

3. How can I find out if a product is in stock?

You can call our office at 888-212-5501 or email info@promotionalproductinc.com. Please reference the item SKU # of the product you are interested in. If you place an order or quotation for an item that is not in stock, one of our sales representatives will call you with alternative options.

4. Does the PPI sales price include printing charges?

In most cases, the unit price includes a one color imprint for one location. For exact charges, we recommend requesting a quotation via our website.

5. What if I want a product without any imprint or customization?

We do sell products without any customizations or imprints. You have an option to indicate this during the order or quotation process. There is no setup or run charge for blank orders. Blank orders normally ship within 24 to 48 hours after payment approval.

6. What is the minimum quantity of a product I can purchase?

The first quantity that you see on the product page is the minimum quantity of purchase for the specific product. Every product has a different minimum quantity. Some items are available to purchase for less than the minimum requirement. Please ask your sales representative. Less than minimum charges will apply and vary according to the product.

7. How can I place an order online?

You can place the order online by clicking the buy now button on the product page.

8. Can I purchase multiple colors of a product?

You can buy multiple colors and sizes of a specific product for no extra charge. Simply mention the colors or sizes you need during the order process. Some items may require a minimum quantity of each color. In this case, a less than minimum charge may apply. Please ask your sales representative for further details.

9. What is a setup fee?

A setup fee is the cost associated with the creation of a die, plate, screen or other fixture that is used in our machines to print your logo on your desired item. Since each item has a unique imprint area, and imprint methods vary from item to item, it’s necessary to create fixtures for imprints every time you order an item for the first time. Each new fixture requires another setup fee. A setup fee is not an artwork fee. Designing your artwork is a completely different fee. We do not charge a setup fee for exact reorders.

10. What is a run charge?

A run charge is the ink cost for additional colors of imprint. Run charges are calculated per unit and vary according to the item.

11. How can I request rush service on my order?

If you require rush production and need your order by a certain date, please mention this when you place an online order or a quote request. Rush production fees may apply depending on the item ordered. We will notify you before we confirm the order. You may also call our office to request rush service.

12. Why doesn’t shipping get calculated when I place my order?

Orders that our submitted online will not show final shipping costs. Our customer representatives will update the order with correct shipping costs. As shipping rates change daily, this is completed manually on our end. If the shipping estimate is more than $50, you will be notified prior to the order being processed. Please review our Shipping Policy for further information.

13. What is in-hand date?

An in-hand or on-hand date or due date is the exact date you need your order delivered to you. It is highly important and necessary this is communicated prior to the order being processed. Each order has a different production time. We need to ensure we are able to meet your in-hand date. If no in-hand date is communicated, the order will be processed with regular production times.

14. Can I purchase quantities not listed on the product page?

You can order any quantity higher than the minimum quantity listed on the product page. We can offer you discounted pricing if you order higher than the maximum quantity listed on our website. Please request a quote to get the discount. Some items may require you purchase a certain set quantity. Please ask your sales represntative for further information.

15. International orders

We do except international orders on certain products. You can email info@promotionalproductinc.com to get more information. We only accept secure wire transfers for international orders. No other payment forms are accepted. All quotations and orders do not include custom/duty fees. All fees are assessed before your order is delivered. Customer is liable for all fees.

16. Can I cancel my order?

All orders may be cancelled before the order is placed into production. Once the order has been placed into production, the order may not be cancelled.

17. Shipping estimates during order processing

The shipping estimate tool provided on our website will only provide shipping estimates based on UPS or FEDEX rates for the current day only. As rates change on a daily basis, your order total will be adjusted accordingly.

18. What are over/runs & under/runs?

An overrun or underrun is when items produced or printed is more or less than the quantity ordered. Usually within our industry, you are charged for the over/runs. We will only charge you for the quantity ordered. If the quantity delivered is less, we will charge you for what was delivered.

19. Can I cancel my order?

You have an option to cancel the order before we start the production process. Once your order has been placed into production or production has been completed with your custom request, the order cannot be cancelled.

20. If I reorder, will I be charged a set up fee?

As long your artwork has not changed, you will no incur a repeat set up fee.

21. Do you charge sales tax?

We collect all applicable taxes for goods and services shipped to California. Customers within other states may be required to remit taxes. If you are a tax exempt company, please provide your resale certificate.

22. When do I receive my visual proof?

Once payment has been received and order has been sent for processing, your visual proof will be provided within 24-72 business hours.

23. Can I request changes to my visual proof?

You absolutely may request changes to your visual proof as we want to make sure you are receiving the best layout as per our customers standards. Please note, revised proofs may take 24-72 business hours to process. If you have an in-hand date, revised proofs will/may cause delays to meet your in-hand date.

QUOTATIONS

How can I request a quote of a product?

You can request a quote by calling us at 888-212-5501 or by clicking request a quote on the product detail page or emailing info@promotionalproductinc.com

How can I place an order once we have received a quote?

Orders can be placed by calling our office, faxing the quote form along with payment information or by clicking the link in the quotation email.

Can I view my quotation online?

Log into your account and choose my quote section to view the status of your quote. You must be a registered user to review your quote.

What happens after I have submitted my quote request?

Once the request has been submitted, a product specialist will verify the stock on the product, availability, pricing and shipping charges. Once all information has been obtained, we will email the quotation to the requesters email. This process takes 24-48 hours or longer depending upon customer's requirements and specifications.

Will the pricing change on my quotation?

If artwork is provided within the quotation request, no pricing changes will occur as the quote was based on your artwork. If no artwork was submitted, pricing changes may occur as the quote was based on customer description. If specific product information or pricing change, you will be notified.

SHIPPING AND DELIVERY

1. What is a shipping charge?

Shipping charges are the shipping costs that UPS or FEDEX charges us to deliver the order to you. PPI will always use ground shipping. All shipping estimates are based on end of day delivery. If expedited shipping is required, please notify us. All rates will be provided by UPS or FEDEX.

2. What is split shipping?

Split shipping is when you need your order to be shipped to multiple locations. This must be communicated when you originally place the order. Once the order is processed and in production, no changes can be made to the order. All customers will be fully responsible for all shipping charges and costs incurred. Customers should specify all addresses and quantities to be delivered at the time of ordering. There is a $5 charge for every separate address the product will be shipped to. The first 2 addresses are free. If you have more than 2 addresses, please detail all shipping information and quantity of delivery using an excel sheet.

3. Can I use my shipper account number?

PPI customers can use their UPS or FedEx shipper account numbers for sample and order shipments. If you use your shipper account number, PPI will not charge you shipping costs. Shipper account numbers should be provided when you initially place your order. Once the order is in production, no changes can be made to the shipping methods. Please let us know how you would like your sample or order shipped. If no other shipping method is indicated, your order will be shipped via ground shipping.

4. Shipping estimates via order processing

The shipping estimate tool provided on our website will only provide shipping estimates based on UPS or FEDEX rates for the current day only. As rates change on a daily basis, your order total will be adjusted accordingly.

5. How soon will I receive my order?

Once the production is completed on your order, your order will ship within 1-2 business days. Tracking will be emailed to you accordingly. Delivery times will vary upon the shipping method you have chosen. If you require urgent delivery, please let us know! Your order will be shipped via standard ground shipping, unless you have requested otherwise. Please note, we are not responsible for any delays the shipping carrier may encounter.

6. Incorrect Addresses Provided

If an address correction is processed by the shipping carrier, the shipping carrier will charge accordingly. Address correction charges can range from $10 to $40. Customers are liable for all address corrections. Please check all order information once order is confirmed. All orders will be shipped to the addresses provided by the customer (as is). The customer is liable for any freight carrier fees applicable for address change corrections.

PAYMENT

Payment is due immediately upon confirmation of all orders. No orders will be processed without payment confirmation. If the payment method is declined, customers will be notified immediately to provide an alternative payment method accepted by PPI. No orders will be processed without authorized payment. If paying by credit card, the payment form must be completed with cardholders signed authorization. All personal checks must be received and approved prior to order processing.

1. What payment methods do you accept?

We accept all major credit cards- Mastercard, Visa, American Express and Discover. We also accept money orders, personal or business checks, secure wire transfers and PayPal. All checks must be payable to PROMOTIONAL PRODUCT INC and mailed to 340 S LEMON AVE, #7341. WALNUT, CA 91789. Please indicate the order or quotation number on the check clearly. The order will not be processed and will be on hold until payment has cleared.

2. Can I pay by company purchase order?

We only accept purchase orders from government agencies. All purchase orders must have all order details, payment terms and written signed authorization. All purchase orders must be completed and approved by the respected organizations account department. PPI accounts and credit department will verify the validation of the purchase order. Please mention the respected organizations contact information on the purchase order. We only accept net 30 payment terms.

3. Returned checks

All checks returned to us for insufficient funds will incur a $50 returned check fee.

4. Paying by credit card?

All orders paid by credit cards must be accompanied with a credit card payment form. The form must have all billing information, along with complete credit card information and cardholder’s hand-written authorized signature. Your credit card information is secure and is not disclosed to anyone. Your credit card will be charged immediately before the ordering process.

5. PayPal

All PayPal transactions are subject to a 3% fee.

6. International Orders

We only accept secure wire transfers for international orders.

. All orders of $10,000 or more must be paid via money order, personal check or secure wire transfer. Credit cards or PayPal are not accepted.

SAMPLE REQUESTS

Our easy sample policy:

PPI provides free samples so our customer can make the right choice before they make a larger purchase. Having the product in your hands will secure your purchase choice. You can also share your product sample with your fellow colleagues for their personal input. We only provide samples for business promotional needs only. A business address will be required. Samples are not intended for personal use.

1. How do I request a sample?

Each product page has a Sample Request Button. Please click the button and complete the form. You can also email us at info@promotionalproductinc.com. Please include product SKU #, business name, complete shipping address, phone number and UPS/FEDEX shipper account number.

 

a) We provide samples at no charge for items that have a unit price of less than $10. Any samples over $10, are required to be purchased at 1 unit value plus ground shipping. Samples will not ship unless full payment is received.

b)Although samples are free, we require a UPS or FEDEX shipper account number to cover shipping charges. If there is a charge for the product sample requested, we will notify you before proceeding with your request.

c) All shipping charges must be covered by the customer via their UPS or FEDEX shipper account or by providing a secured credit card payment. If you do not have a shipping account number, there is a flat shipping fee of $7.50 for ground shipping. Depending upon the item sample requested, the flat rate fee may increase depending upon the weight of the item. Flat shipping rates can range from a minimum of $9.00 to a maximum charge of $40.00. Your sample will be shipped via UPS or FEDEX. Please note, this fee is only for 1 sample. The shipping charge may increase if additional samples are requested.

d)In the case where our warehouse shipping the sample(s) utilizes the United States Postal Service as a preferred shipping vendor, we will ship your sample for FREE via USPS (no tracking will be provided).

e) Once your order has been placed, we will credit your order for the flat shipping rate charges.

f) All samples will be shipped via ground service unless otherwise indicated.

g) Samples may be of random imprint and color based upon availability. Requested colors, style, imprint cannot be guaranteed.

h) Samples may not be returned.

i)Samples usually arrive within 5-7 business days. If you require expedited shipping, charges will apply.

j) We only ship samples within the United States & Canada. Samples shipped to Canada, Alaska & Hawaii require a FedEx or UPS shipper account number.

k) Limit 3 free samples to each customer/company. Any additional requested samples will require the customer's UPS or FedEx shipper account number. Any samples over $10, are required to be purchased at 1 unit value plus ground shipping.

This policy does not include pre-production samples. Please call 888-212-5501 for more information on ordering pre-production samples.

REORDERS

1. How do I request a reorder?

You can email us at info@promotionalproductinc.com or call us at 888-212-5501. Please indicate your previous order number

2. What is the reorder process?

We will confirm your previous order with you. Once everything is confirmed, your order will go into production immediately.

3. Will I receive a visual proof for reorders?

If we are doing an exact reorder of your last order, we will not provide a visual proof, unless otherwise requested. If you require one, please kindly let us know during the ordering process.

4. Will you use the same payment method as before?

Your representative will confirm the method of payment with you.

5. Will I incur a set up charge for a reorder?

As long as you do an exact re-order, you will not incur another set up fee.

ARTWORK

1. What is artwork?

Artwork is a file that contains your company logo or text that you would like imprinted on a product. Artwork can be just a text, graphic or both.

2. What artwork files are accepted?

The most common obstacle in printing a logo on an item is artwork that has been created or submitted at low resolutions. You can always make a large image smaller without losing quality; rarely can you make a small image larger, without losing quality or causing pixilation (rough edges). Please remember if your artwork is not in the required format, our art department will work with you to fix it.

Image Programs in Order of Preference:

a) Adobe Illustrator ® (saved as vector art) or Adobe Photoshop® (.eps format) (Adobe Photoshop .eps files are not in vector form)b) Corel Draw® * IBM-PC only (all text converted to "curves" and file exported to "Adobe Illustrator EPS" format)c) Macromedia Freehand® (All text must be converted to "curves" and file exported to "Adobe Illustrator EPS" format)d) Other Programs - Save artwork as vector in .eps format (please convert them to adobe compatible formats).

Fonts: When using a special font, it is critical that you include the font type when sending your artwork. You may select the font by finding it in your font directory and saving it to your desktop, then attach it with your artwork when sending. If you use the Style palette to modify your font, it must be converted to outlines, or saved as a rasterized flat layer image. Fonts need to be outlined in your artwork.

Unique Fonts: We have many fonts installed in our system that we are able to use upon request. If we do not carry the specific font you like, please email the copy of the font to us.

Common Problems: Listed below are the most common challenges we have with customer artwork files.

a) File Size: In order for images to run through the printing process, images must be at least 600 dpi (dots per inch). Small images must be recreated in order to be accepted by the printing process. Please send your size requirements, and send the image in the exact size of how you would like it printed.

b) Color Correction: Please follow standard Pantone conventions to avoid any extra charges. There is a Pantone color chart available on our site. Also review our Requirements for Color Separations and Camera-Ready Art.

c) Font Substitution: For files that are submitted without compatible Macintosh fonts, "create outlines" or set text to" curves" on all text in your files

d) Mode Change in Photoshop: RGB to CMYK, Indexed Color to CMYK, etc. Please, DO NOT submit files in Indexed Color or files that have been compressed.

d) Font Style Palette Corrections: All fonts must be submitted to us in their "plain" form. Stylization within the palette does not hold through our image setter.

e) Extending Bleeds: If "redrawing" is needed to make the graphic bleed properly, additional charges will need to be assessed (to be determined).

f) Resizing Graphic: Please send all graphics sized at 100%.

3. What is vector art?

This is art created in a vector-based program. Vector art consists of creating paths and points in a program such as Illustrator or Freehand. The program keeps track of the relationships between these points and paths. Vectors are any scalable objects that keep their proportions and quality when sized up or down. They are defined as solid objects. Vector art is great because the lines stay crisp at any scale.

4. What if I don't have the artwork in the right format?

Our art department will work with you to get the most of your logo and imprint. We provide FREE-1 hour artwork service for orders. More than 1 artwork conversion per order will be charged accordingly. Our regular artwork charges are $30 per hour. Our FREE artwork conversion services is provided for artwork that will not take more than 30 minutes to convert. We will inform you if additional charges will apply.

5. Where can I email my artwork?

You may email your artwork files to art@promotionalproductinc.com. Please DO NOT forget to include the quote or order number. Artwork files can be uploaded during the quote and order process online as well.

6. What is a typeset?

When you don't have a logo and just want to imprint text on the product, our graphic artist will have to typeset it. Please specify the font type in this case. Some items do incur a typset fee. This will be included within your order.

For more information please visit: http://en.wikipedia.org/wiki/Vector_graphics

VISUAL PROOF

1. What is a visual proof or e-proof?

A visual proof is a paper proof that is emailed to the customer before every custom order is processed. This will show you how the product will be customized on your specific chosen item. Customer approval is required before the order is moved into production.

2. Can I receive a visual proof on a rush order?

Yes. However, keep in mind this process will delay the order as visual proofs can take up to 24-48 hours to be completed. In some cases, we have to skip the visual proof process; we will advise you if this is an option. For rush orders, we suggest to not have a visual proof because it will delay the process.

3. How long does it take to create a visual proof?

Visual proofs can take up to 24 to 72 business hours to be created and emailed for your approval.

4. Can I make changes on a visual proof?

During the visual proof process you may make any changes to the proof you like. Once the visual proof has been approved, the order will go into production as you approved on the visual proof and no changes can be made at that time.

5. How can I approve a visual proof?

You can reply back to the email that you received containing the visual proof. Please indicate your approval. In some instances, we will require your written approval.

6. Is there a deadline on a visual proof?

Yes. Once the visual proof has been sent to you, there will be a deadline for approval indicated in your visual proof email. This deadline is provided to help guide the ordering process. This will also ensure we meet your in-hand date as applicable.

7. What is a pre-production sample?

We can create an actual live sample of the product you would like to order and send that sample over to you. This is usually requested on large orders and there is a cost associated with it. The charge for a pre-production sample is $100 + shipping. Once you receive the pre-production sample and approve it, the $100 will be credited to your order. If the sample is not approved, the charges applied will not be refunded. Productions schedules may be delayed if a pre-production sample is requested. Not all items are eligible for a pre-production sample.

PRICE MATCHING

We at Promotional Product Inc., aim to provide you the lowest price possible. If one of our competitors is offering a lower price, we will do our very best to match it. In order for us to process a price match request, we will require the full quotation provided by the competitor. Please note, only the unit price will be matched. Shipping rates cannot be matched.