Frequently Asked Questions


Q: How do I place an order?

A: To place an order, select the 'ORDER NOW' button from the product page and you will be taken to the order wizard which will guide you through the entire order process. You will also be able to upload your art during the order process, or you can email your art to us later.


Q: What does "Production Time" mean, how long until my order ships? 

A: Production time is the listed amount of time it takes the factory to produce your order. Production starts after final proof approval.  Please keep in mind that it usually takes at least 1 business day to process your order, and then 1-2 days for your artwork or imprint to be approved by the art department and a proof emailed to you.  In a huge rush? Check out our Rush Promotional Products.


Q: What if I don't have my company logo/artwork in a format that can be used for silkscreening, engraving, or embroidery?

A: First find out if someone else at your company has your logo already available (think of the person/department or company who handled the printing your business cards, brochures, signs, or any other marketing material. They probably have your logo and can email it to you or us. In the worst case, if all you have is your logo as a JPG image on your web site or computer, or on a business card - we can usually recreate your logo for a $50 art fee. 

Please refer to the Artwork Info page for more details. If you are looking to have your logo redesigned or custom graphics we can also refer you to a graphic designer.


Q: Can I get a sample?

A: Yes you can order a sample. Please order the sample online by selecting a quantity of "1" item.  You will be charged for the one item plus shipping.  Please note that if you are ordering multiple samples that each item may ship from a different location or factory so you may incur a shipping fee for each item. Please contact us if you have any problem ordering the sample online so we can assist you.

Q. What is an overrun / underrun?

A: Almost all orders are subject to an overrun/under run of plus or minus 5%. Why do manufacturers have over/under runs? Here is an example to help explain this: Lets say that you order 1,000 imprinted pens. The factory will actually produce about 1,100 pieces, and then quality control would go in and pick out the bad ones. This is to assure you that they will be able to provide you with approx 1,000 pens. Sometimes there are a bit more good pens than you ordered, sometimes a bit less. You are charged for the actual amount you receive. So if you receive 1025 pens, you will be charged for 1025 pens. If you receive 975 pens, you will be credited for the 25 extra pens you paid for. 

Q: I need a full quote before I place an order, including shipping.  

A: Please click the "request more info" link from the product page of the item you are interested in and include your shipping address and a note requesting a final quote with shipping included and we will be happy to provide you with a full quotation.


Q: Do you offer Non-Profit Discounts? 

A: We value and respect the work of non-profit organizations and programs.  We admire the various services they offer to local communities, and that is why we offer a 10% Discount to Non-Profit Organizations.

If you are a member of a non-profit organization and need promotional items, we are committed to helping you and other groups like you by offering a 10% non-profit discount off the cost of regular priced online merchandise (shipping and set-up charges are not discounted).

To receive your non-profit discount, just register for an online account and then email us a copy of your 501 (c) (3) or proof of Non-Profit status and we will set up your account to receive a 10% non-profit discount. Non-profit discount will be applied on all new orders.   (Previously placed orders cannot be credited)

Organizations that apply for non-profit and charity status will be verified against the IRS database of non-profit and charity organizations. We may also check references, and employ additional resources for confirmation on non-profit or charity status.

Q: What is your cancellation/refund policy? 

A:  Orders can only be canceled if production has not yet started on your order. To cancel an order, please email  Please note that if paying by credit card or Paypal and your payment has already processed there is a 2.5% cancellation fee to cover our merchant fees.  There may also be a partial refund if any work has already been performed, such as artwork or proofs. 

Please note that we deal with over 2,500 factories and each is responsible for updating their own product details in our catalog.  Although rare, it is possible that an item on our site is no longer available or is out of stock or has a price change.  In case of any issue, we will always notify you of any issues before completing your order.


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