FAQ
Basic Order Information
Free samples are available to all new customers but should you cover the shipping cost which will be refund upon your order amount over $300. For customers who have placed order to us, we can send free of charge to one of your address, if you want several samples need to different addresses, then we will charge for the remaining addresses.
When you send purchase order to us, our art designer will draw an art proof to you first, after you confirmed the artwork has no problem, then our accounting will send a proforma invoice for your reference which has included all the order information, you should check carefully, especially the order quantity, product color, imprint size and imprint color. After you approved all these details then our accounting will send a paypal link to your mailbox to help you finish the payment. Once you done the payment we consider you have confirmed the whole order information, and we will write a production schedule to our production department to arrange the order for you. After that you can not change any details of the order any longer. Also we don’t accept your request of refund when the order is in production.
Generally we packing most products individually in one OPP bag, if you have special packing requirements on condition that with no additional cost, we will inform our workers packing according to your requirements. But we don’t accept when the order has been totally finished and transfered to our forwarder then you ask for any change in packing.
On our proforma invoice we will indicate the shipping address to let you confirm, and we will also confirm again through email before shipping to make sure your address is right. We don’t accept change the final destination after the goods in transportation for it is difficult and not 100% guaranteed. This depends on the operation of the airline, we can not control it.
After you received the goods, if you are satisfied with our product and service, please kindly give us a 5 star feedback. We will give you discount on your next order.
Your positive feedback means a lot to us. We would appreciate it if you can leave us positive feedback. Your compliment will appreciate and encourage us to do better in future.
We do not offer any items and discounts for charitable organizations or military personnel. But if customers has special channel to donate items to charitable organizations, then we can sell the goods to customers but not deliver to the charity address directly, we send to customer’s address and should customers themselves to arrange the shipping to charitable organizations.
For different products, the MOQ is not the same.
You can check the product page to see the MOQ information for each item.
Some specific items need to make an new model and required special imprinting colors, the MOQ decided by the final cost.
Design and Artwork Questions
For each item you choose should confirm the art design first and fill in the quantity, enter your post code and choose production time and shipping way. Next, choose the product color and imprint color. You can either upload your art design or email us your art design later or choose a pre-designed template to draw a virtual proof that you like. Besides, you can also send your design idea before your order in production and our graphic designers will help you create your own design.
We prefer you send AI data but we also accept EPS, JPG and PNG documents also PDF vector file formats. Please send high-resolution documents to make the best imprint art proof for your reference.
After finished all these steps, you will receive a free digital mock-up to confirm whether the art-proof is OK or not before go into production. If your image resolution is too low to convert, we may need to redraw your artwork, which will result in additional charges depends on the complexity of the design, and also cost extra time to production.
We have more than 200 fonts for your reference. If you want to use your own font, you should first convert to outlines (graphics) in Adobe Illustrator or Corel Draw before sent to us. Not all the fonts are listed in our library. You can submit a font name and we will use it if we have it or search for something similar for you.
The Pantone Matching System is a standard color reproduction system that gives much more accurate shade of chosen colors. All PMS colors correspond to a number and more precise than CMYK for especially for company logo and branding.
CMYK is a four-color process which uses the primary colors of cyan, magenta, yellow and black to create your desired color. CMYK is best suitable for multiple-colored imprints such as photos.
We never reproduces copyrighted product and don’t accept obligation for copyright infringement when producing orders. Customers should get legal permission for the reproduction of logo designs, trademarks and copyrighted material.
We also don’t accept the artwork even similar to the copyrighted or trademarked design you want. Our graphic artists can help you create an unique artwork with your own design to meet all your requirements.
Yes. Before your order in production, we will send a free art proof to you via email. After you received your proof, please contact our graphic artist in time to approve the final design or have any changes need to made.
Order Questions
The production time we say contains the goods producing time, printing time and packing time on working days from Monday to Friday, excluding weekends and holidays.
Once you send a purchase order to us, our customer service will send a confirmation email to you soon. Be aware that for some unknown network bug, the confirmation email may send to junk/spam folders, so please check carefully on those folders if your confirmation email didn’t receive.
Attention: Your confirmation email only means we have received your order but does not mean your order is in production. For we should confirm the whole order information with you before your order go to produce. Such as artwork, final quantity, shipping address and so on.
Only after your approved the whole order information, then we will send a proforma invoice and payment link to you before we proceed with your order.
Of course you can. You are welcome to contact with us or call our customer service to get any help for your order. You can also ask for checking the status of your order by telling us the proforma invoice number of your order.
After we received your order file, we will send a proforma invoice to you which included all the production information. Before you do the payment, we will need you check. You can make any change you want during the proofing stage. But when your order is in production you can’t change any more, for all the production materials and technique processes are all prepared according to your order requirements.
For most of our orders are produced in China factory, when you place order to us, you needn’t to pay any sales tax, and we usually shipping by air, our forwarder will do all the things for you and deliver the goods door to door. But we can’t guarantee whether your local custom will charge sales tax or not especially your order amount is very big and has many cartons, so we suggest every customer consulting the destination custom to confirm it.
We accept payment by credit card such as American Express, VISA, Master Card and PayPal is also OK.
Unfortunately, now we don’t open this payment function.
Yes, you can order the quantity you really need, but it should above the minimum order quantity shown.
Delivery Questions
The shipping cost depends on your order quantity and the destination you chose. Also different shipping method will lead to different shipping cost. Besides, if your order amount over $1000 or your order quantity over 2,000 pieces that we can offer free shipment. But please note, free shipment only include the continental United States, excluding Alaska, Hawaii and all off-shore U.S. territories.
Generally we shipping by air, but occasionally by sea. For air transportation, we cooperate with FedEx, UPS and DHL.
It depends on the items you ordered.
Some orders we producing in our U.S. facility, but most we producing in China factories.
The delivery time is based on several factors:
- The day and time your order is confirmed. Your art proof, delivery method, shipping information and payment data must be approved by our 12:00 noon Eastern Time deadline.
- The delivery destinationwill also effect the final delivery time.
Attention: our production time and delivery time are based on working days. Normal transit time is from Monday to Saturday, depending on local express station.
Once your order left our production facility and transfered to our forwarder , we are not responsible for delivery mishaps. The responsibility then falls on the delivery carrier, such as UPS, FedEx or DHL.
If your tracking number has letters and numbers and begins with “1Z”, then it is UPS shipment. But if a tracking number with all 12-digit numbers, it is FedEx. A tracking number with all 10-digit numbers, it is DHL.
Yes, we accept blind shipping if customers required. Be aware that we can not 100 percent guarantee that your order will shipping blind according to the local custom policy, different products maybe different treatment.
If your order is still in production you can inform us to change the shipping information, but once we finished and transfered to our forwarder then you can’t change the delivery address. But for delivery time you can change one time, because each order when we got the latest tracking number, we will let you know in time, on the tracking information will include the estimate delivery time, so if you think you can’t receive the goods within the scheduled delivery time, you can ask for change, but please remember only one time.
Yes, we can. But goods shipping to Canada need custom tariff prepay in advance.
Due to existing military requirements and regulations, we can not ship goods to any Army Post Offices.
