Frequently Asked Questions

Payment Information
The Promo People accepts the following major credit cards: American Express, Visa and MasterCard. Payment is also excepted by company/personal check and money order. All orders will require full payment on the first two orders. Payment is charged after the order is placed. Shipping charges will be charged after the order has been shipped unless this information is provided with the confirmation notice. Please note that once your payment has cleared, your order will be shipped.  


Artwork
The Promo People will keep a record of your artwork on file to make future ordering easy. Using the same artwork and item for repeat orders, will save on set-up charges. Your artwork will give us the ability to provide you with quotes on new orders. Should your artwork change or you need to add a tag line, revised artwork will be needed. According to your orders, we will keep track of what logo goes on which product to help expedite your orders. 


Delivery of Your Order
Each item is based on the production time to imprint and the shipping method. Requesting samples and pre-production proofs will result in additional time with production started after artwork, samples or proofs has been approved.  

Let's say the item you have requested takes 10 days for production. This is based on 10 business days. If you requested ground shipment, you will need to add 3 to 10 business days to the production time. This will give you the delivery time inwhich you will receive your order. 

If you need the item sooner, we expedite your order on a Rush basis. Contact us and we will be glad to help meet your in-hands date.


Cancellation of Orders
There may not be a charge or cancellation fee applied on orders that have been submitted but production has not started. Depending on the vendor, there may be a charge for set-up fees for pre-production work and a minimum charge of 20% cancellation charge.  

Once production begins, we are not able to stop production and cancel or make changes to your order. You will be charged for the original amount from your signed Order Confirmation. You can request to stop shipment or redirect the order to another location.  

The Promo People will make every effort to meet your request. Please feel free to contact us for more details.


Order Processing
The Promo People have made it easy to place an order and taken out the guess work. Once you have selected your item, the step by step process will help you customize your order. You will have your own log in and password information to keep track of your order as well as records of all your orders. You will receive a confirmation back via email showing the product number, quantity, pricing, color, shipping and imprinting information. Orders called in will be faxed to confirm your order. You can always contact us to help with your order or answer any of your questions at 877-820-8066. 

 
Shipping Information
Shipping cost will be based on the type of service you have requested and weight of your product. When ordering multiply items, shipment may be from different facilities and will arrive at different times based on the production time from each vendor. Shipping will be scheduled to make sure they arrive by your delivery date. If you prefer to use your carrier, please provide your carrier name and account number. Shipping information is obtained from the manufacturer at the time of the original order. If this information isn't available at that time, you will receive an email with the shipping information.


Return Policy
Orders are final sales that have customized to your specifications. Your satisfaction is important and we will make every effort to take care of your concerns.  

Please contact us within 30 days of the delivery date at 877-820-8066 or email valda@airmail.net. We will provide you with the necessary information regarding your order.


Opening an Account for Terms
An account can be set up with credit approval for Net 30 terms. This process generally takes 5 to 10 business days. If you would like to set up an account, you can call us at 877-820-8066 or email us and we will be glad to send you a credit application.

HELPFUL INFORMATION

Listed below are terms to help understand the different types of decoration available.  

Embroidery: 
Logo's are digitized and converted onto a "tape". This tape is used to sew your logo on your products. Specify your placement and colors of your logo. PMS colors can be used but embroidery can not match PMS colors exactly. Pricing is based on stitch count mostly up to 5 colors.

Silkscreen: 
Artwork is transferred to screens, one screen per color. The ink is applied and pressed on the surface of the material. PMS colors need to be provided to match your artwork.

Four Color Process:  
Full color or photo quality is achieved by printing the image using cyan, magenta, yellow and black in blending the colors.

Sublimation: 
Is a heat transfer method of imprint using heat-activated dyes that "sublimate" into the fabric; becoming part of the fabric, not an imprint sitting on top of the fabric.

Pad Print: 
Logos and text are printed on promotional items surfaces.

Laser Engraving:  
A computer digitizes the logos and text then the image is lasered onto hard surfaces such as wood, metal, acrylic or glass.  

Etched and Engraving: 
Logos and text are digitized in an engraver and etched or engraved on metal plates or other hard surfaces.

Emboss: 
Images are molded in dies (plates) and pressed onto soft surfaces such as leather. The machine presses the material around the image resulting in a raised impression.

Deboss: 
The reverse of Emboss where the image is pressed resulting in an depressed image. 

Deboss with Colorfill: 
Depressed image is filled with black, blue or colors available by the manufacturer. 

Decal: 
Artwork is printed or hot stamped on transparent material with a pull off backing.

Die Struck: 
Die struck pieces are primarily made of metal and used to make items as lapel pins, etc. A color fill can be achieved with imprinted images. The machine imprints the image into a metal surface.

GRAPHIC ART DESCRIPTIONS

To better understand the graphic artist request and descriptions about your artwork. 

Artwork:
The image you are going to use for decorating your product. Provided by a drawing, computer design, photo or illustration.  

Camera Ready Artwork:
The artwork submitted is ready for production. Computer designs should be saved is EPS format.  

Crop:
An image sometimes has to be smaller or to capture a certain image by taking out an area or areas to fit within the imprint area.  

DPI:
Translates to "dots per inch" or "pixels per inch". The higher the DPI the better quality the picture will be. This depends on the size of the image to be imprinted. Generally, artwork needs to be submitted at 300dpi. If printing a large image, such as a banner, the image might be needed to be 1200 dpi. Bitmap files produce low quality imprints.  

EPS File:
"Encapsulated Postscript" stands for EPS format. Artwork is requested in this format because it provides the images in workable files to produce the best quality.  

Adobe Illustrator:
Files are saved as Post Script®.  The standard software program used by the graphic industry is Adobe® Illustrator®.

TIFF File:
Stands for Tagged Image File Format. This is another bitmap file format that is supported for Artwork Upload.

Line Art:
Black and white photographs, artwork or pen and ink illustrations. 

Overrun and Under Run:
It is standard for certain items to have overruns or under runs when produced from the original number ordered. This generally is true for paper printed pieced. Manufacturers has this noted with the product.

PMS Colors:
PANTONE MATCHING SYSTEM® are numbered colors used in four-color processing using the CMYK ink values. Blending these color values will produce the correct color for your images and logos. 

Spot Color:
Colors in the artwork that are not touching each other.  

Overrun and Under Run:
The industry over/under policies are subject to the standard 10% +/- of the actual order. Customer will be charged for the quantity of product for only what has been received. Over-runs will be billed, as well as shipping charges to the same method of payment as the original order. Notification will be sent on any adjustments on all orders.