"Customer Care"
Ready to answer
your questions!

Frequently Asked Questions

We are here to help you navigate through finding the perfect product, selecting your imprinting options and proceeding to your final ordering process. Most of your questions can be answered through our FAQ’s. Rest assured you will approve a design proof before production is started for your order. Here are some other helpful links to guide you through the decision making and final ordering process. Art Guidelines, Font Choices, Pick Your Stitch, Embroidery Process, Screenprint Process, Direct to Garment Printing Process and the Guide for Print Materials.

What is my order process?

First, we want to thank you for your order and allowing us to serve you.

Once you place your order, you’ll receive an e-mail with your order confirmation and order number for you to review. Along with the order confirmation is our terms and conditions which we encourage you to review as well. When reviewing your order, please make sure all information is correct. If you order through our website you will review the order and then accept the terms and move forward to checkout. If your placing your order through email you will review & send back your approval by signing the last page which can be done electronically using the ‘Fill & Sign’ tool in adobe acrobat or any pdf editing software.

    Here is a list of the ordering process steps:

  • Once you give approval for this order & payment (credit card, check or ACH transfer) - Accounting will process your payment within 24 hrs & your order is sent to the art department.
  • A design proof will be mailed to you by customer care for your approval (Please make sure we have all your high resolution art files).  If you do not have at least 300 dpi (originally created) artwork then we can assist you with custom drawing your art for a fee.  Please review our imprinting/design proof guidelines carefully. When using the Design-It or upload feature online do not upload poor quality/low resolution artwork.
  • Once all is approved above, your order is put on the production schedule. Responding immediately to order approval, payment given, design proof approval or production sampling approval will ensure your order is completed on time & according to your must have dates. Any delays longer than 1 business day will delay the production and/or ship date.
  • NOTE: Shipping/Freight charges are EXTRA and are charged when your order is shipped out.  When your order is complete your Credit Card will be charged AUTOMATICALLY for any remaining balance on your order a 2nd time (in addition to the Shipping/Freight, Customs, Tariff charges) BEFORE your order is Shipped.  If your are shipping internationally, there will be customs fees that will be charged to your credit card automatically at a later time as it takes 2 to 4 weeks for the shipping company to bill the customs, tariff amounts to us for your order.  International rates & customs fees will vary depending on country and the tarif fees.
  • No Shipping amount is listed on an order because we cannot know those charges until the order is completed, boxed & weighed at time of shipping.
  • Client Supplied Goods: We will not be responsible for bleeding or other imprinting problems due to the nature or quality of customer-supplied goods, including product material, colors, sizes or dimensions, nor for any damaged goods we receive from the client.  Allow 3% to 5% for over & under runs on all orders, (including promotion items, screenprinted or embroidered apparel or goods, printed numbers, print materials, signage, etc) that may experience a misprint in the imprinting process.  This could entail machine malfunctions and if this occurs the client is responsible for replacing the goods that were misprinted/machine malfunctioned at their cost.  We will re-setup, re-imprint the misprinted items at no cost.  We are not responsible for any merchandise once shipped to the client.  Client is solely responsible for examining their own goods before shipping them to us for imprinting.  Be sure to order extras if you are needing exact quantities, as additional imprinting at a lesser quantity break will be priced with higher imprinting charges and setup/misc charges.