Overview of the Ordering Process

Once you place your order, you’ll immediately receive an e-mail confirmation with your order number. If you have artwork you’d like us to use or work from to create new art, simply reply to this e-mail and attach your art. Shortly thereafter (during business hours) you’ll receive an email from the Customer Care representative who will be taking personal care of your order. This promotional products expert will fully review your order, make suggestions, confirm dates and review your artwork.Once all of the details are set, the next thing you’ll receive is a link to your ‘e-proof’ showing your artwork on a mockup of the item(s) you’re purchasing. There you’ll have the opportunity to approve it, or make suggestions for changes and improvements. Remember, nothing goes into production without your approval!

Q. What kind of artwork can I send? Artwork Specifications Requirements

Artwork: Camera-ready art: Black and white line art; laser prints can be accepted at 600 DPI or higher, preferred to be 200% or final size. Multicolor art should include color composite as well as black and white color separations with crop marks.

Imprint Size: Your artwork will be sized to the maximum imprint area unless otherwise requested. Due to the orientation of some logos, your artwork may be sized smaller than the imprint area listed in the catalog to acheive a uniform, non-distorted imprint.

Digital Formats: E-mail, CD, FTP site (by request only). Adobe Illustrator or PhotoShop files in the following formates: AI, EPS, TIFF, BMP,or PDF compatible with PC platform and fonts converted to outlines(vector curves). Bitmap (resolution based) art must be at least 600 DPI at imprint size, 1200 DPI is ideal. Purchase order number must be shown in e-mail subject line or on disc. Faxed artwork using halftones will not be accepted.

Art Edits/Changes: After the initial proof, there will be a maximum of one edit to artwork at no charge. Any changes initiated by the customer after the first edit will incur a charge of $10.00(v) per edit.

Q. Where do I send my artwork?

Simply reply and attach it to your order confirmation e-mail and we’ll take it from there. You can also send it to cs@clicktopromo.com

Q. What if I don't have camera-ready art or a computer file?

A. We have an exceptional design staff that can prepare your custom artwork just for you. Or you can choose a font from our catalog of fonts and tell us what you want printed on your order. Typesetting is free. You can provide this information when you submit your order. Custom design is billed at $50/hour.

Q. Can I specify a PMS color for my imprint?

Yes! Keep in mind however, that in some cases there is an additional charge for this service in order to get the specialized ink if an exact match is required. There are also a few products where, due to the limitations of the imprinting process, exact PMS matching isn’t possible. Your Customer Care Representative will help you with this. If you don’t require an exact match, but would like us to be ‘as close as possible’ – we’re happy to help. Just let us know which colors we should be working towards in the ‘additional comments’ section in the order process, or just let your representative know (you’ll get an e-mail from them shortly after you place your order!).

Q. What if I want a price on a product that I can't find on your site?

A. Our site only shows some of our most popular products. And we're adding new products to our site all the time. If you want a price on something you can't find on the site, please email us at cs@clicktopromo.com for a custom estimate on your promotional project.

Shipping & Delivery

Q. How fast will I get my order?

Production times are listed for every item on the site. This is the number of business days it takes to print your item with a single color imprint after you’ve approved your artwork. If you need an item faster than the production time shown or if you have any questions contact us – we love a challenge and would be happy to help!

Q. Can I split my order and ship to multiple locations?

Sure! Just let your Customer Care Representative know (you’ll get an e-mail from them shortly after you place your order!) and they’ll be happy to assist. Please note that there may be additional cost incurred.

Q. Can I ship internationally?

In many cases yes. It’s best to work with our Customer Care team on this as each case is a bit different. Please contact us!

Q. Can I ship on my own shipping account?

Yes. Just let your Customer Care Representative know (you’ll get an e-mail from them shortly after you place your order!) and they’ll be happy to help.

Q. How much will I be charged for shipping?

A. We ship UPS or FedEx Ground unless you advise us to ship your products differently. Some larger orders will be shipped by trucking line. We will provide an exact dollar amount for your approval before your order is placed into production

Payment

Q. What type of payments do you accept?

We accept checks and all major credit cards. You can also request open account. If you choose this option, we will automatically check with D&B to see if an account can be open. If you’re not listed with D&B or the listing is incomplete we will send a credit application. Please allow extra time for this credit checking process. Your order can’t go into production until your account has been opened. Our terms are net 30 days. We also offer open account for most government and educational institutions.

Privacy

ClickToPromo recognizes your concern about privacy and security on the internet. We want you to be able to place your order with us free of any worry.

General Ordering Information

Q. What if I receive more or less than I ordered?

Typically in our industry you are charged for any ‘overruns’ – we don’t! We charge you only for what you ordered. In the unlikely event we ship fewer than ordered, you’ll be charged only for what you received.

Q. If you must receive at least what you ordered, just let us know and we will make sure you receive exactly what you ordered.Can I cancel or change my order?

You can cancel at any time prior to the order going into production. Once items have been imprinted with your logo, we can no longer accept a cancellation. If you need to change your order for any reason, please contact your Customer Care Representative (you’ll get an e-mail from them shortly after you place your order!) and they’ll be happy to assist you.

Q. What are set up charges?

Some of the items we offer have ‘set-up’ charges (screen charges, die charges, etc.). It is important to note these are NOT art charges. These are charges to create the screen, die or other necessary items to imprint your specific logo. Keep in mind that if you ever place an exact reorder for the same item you do not have to pay the set up charge again!

Q. Will I see a proof before my order goes into production?

Yes! You always see an ‘e-proof’ of your item which must be approved by you before we proceed!

Q. Do you charge sales tax?

We collect all applicable taxes for goods and services shipped into the states where specific taxes required. Customers may be required to remit use taxes. If your organization is exempt, please supply your Customer Care Representative with your resale certificate.

Q. Can I see a sample?

Yes! We’re happy to send you a sample of an item(s) you’re considering. We send the samples free of charge and in most cases they are yours to keep. Occasionally (for expensive items) we may ask you to return the item so we can keep our prices to you low. Our sample service is intended to help those who are seriously considering an item or are looking for ideas. We reserve the right to refuse to send samples at our discretion (although we don’t usually find the need to!).

Q. Can I order in quantities smaller or larger than those shown?

Most of the time the minimum quantity shown is the required minimum, although we encourage you to call if your requirements mean you need fewer items so we can offer assistance if possible

Use of Trademarks

If we use artwork you have supplied to imprint your product, you are warranting that you have unrestricted right and authority to use and distribute that artwork.

Guarantees

Q. Is your ‘On-Time or Free Guarantee’ for real?

Absolutely! If we miss your event because we didn’t ship on the date we agreed with you, your order is FREE. Period.

Q. What if I’m unhappy with my order?

If you’re unhappy with your order because the product is defective or ‘not as promised’ or the imprint quality isn’t ‘spot on’ just contact your Customer Care Representative and we’ll rerun your order or refund your money. We’ll even pay the shipping to get the problem product returned. We are in this for the long-haul and will work with you to be sure you’re 100% satisfied. Really!

Notes about our site

The artwork, designs and trademarks shown on products on this site are examples of the products and imprinting services we offer. They do not represent endorsement by the owners of the artwork, designs or trademarks.All prices and product information are subject to charge without notice.

Q. Are rush orders available?

A. Often we are able to accommodate rush orders but these are evaluated on a case-by-case basis. If you have a specific event date for an order, please make sure to let us know. Please contact cs@clicktopromo.com or call 877-836-4545

Q. What if I can only provide a JPG or GIF?

A. You can email us the file and we can check it out for you. If it's not usable, we can often give an estimate on what it would take to recreate the artwork in a suitable format.

Customs & Tax

When ordering from ClickToPromo.com you are considered the importer of record and must comply with all the laws and requirements of the country in which you are receiving the items. Your orders may be subject to import duties and/or taxes and any additional charges for custom clearance must be borne by you. ClickToPromo.com has no control over these charges and does not assume responsibility for the ordered goods meeting local customs laws and/or duties and taxes. Custom policies vary widely from country to country, and you should contact your local customs office for further information.

When you pressing “continue” to place your order, this assumes you have accepted the responsibility for the import duties and/or tax, additional charge and Import Trade Declaration for custom clearance. If you have not been able to complete this statement of the aforementioned and the package is subsequently returned to ClickToPromo.com, you will be responsible for the return shipping charges and a re-stocking fee of 15% of the total product purchase price. The balance will then be refunded back to you.

NOTE: As import duties and/or taxes and any additional charges for custom clearance must comply with the laws and requirements of the country, we MUST provide the product value for the customs clearance. In addition, some of the countries requested to attach the product details with value outside the parcel, thus, we will NOT amend the product value in any circumstances.