Here are some of the most common questions we hear from our customers... and our responses:
Q: What is a Set-up Charge?
A: We specialize in custom imprinted orders. And because imprinted orders are unique and have your logo or message, almost all orders require a set-up charge. It may be a Silkscreen Set-up, Laser Set-up or Pad Print Set-up, and these fees cover the costs of creating "plates" for personalization and machine set-up for your order.
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Q: What is a Running Charge?
A: Most items are priced to include a 1-color imprint. The Set-up Charges and product prices include everything necessary to print your custom 1-color logo. However, when your imprint is multi color, it requires more Set-ups (usually each color has a separate Set-up Charge), and each piece has a "Running Charge" for each additional imprint color. These additional fees are noted on the product pages.
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Q: What are acceptable formats for artwork?
A: The preferred formats for artwork (via e-mail) are Adobe Illustrator, QuarkXPress and CorelDraw. Artwork submitted in JPEG format is usually not considered camera-ready and will be subject to artwork charges. Faxes are also accepted but will also require artwork charges to make it camera-ready.
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Q: Where do I send my artwork?
A: As you go through the order wizard you will be prompted to attach your artwork. The file will be transmitted to us with your order. You can also e-mail your artwork to art@theimprintsource.com.
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Q: Do you offer artwork design services? How much are they?
A: The Imprint Source offers full-service artwork design. If your artwork needs to be touched-up or recreated (considered simple services), the charge is a flat rate of $50.00. We also are happy to create & design artwork for you from scratch, and the rate is charged at $50.00 per hour. We can provide you with a time and cost estimate before any artwork design services are started.
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Q: Can I get a paper proof?
A: Paper proofs or e-mail proofs of your logo are available on most items. Some vendors will charge a small fee for this service. Please let us know if you need to see a proof and we will let you know if it is possible on your item.
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Q: Can I get an actual sample before I place an order?
A: It is usually possible to get an un-imprinted sample of the item you would like to order ahead of time. There may be a charge for the sample, depending upon the item. It is also possible, for some items, to get a sample with your actual logo on it. Please let us know if you need to see a proof and we will let you know if it is possible on your item.
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Q: Can I get a sample before placing my order?
A: Yes, The Imprint Source will provide samples, upon request. As long as the sample cost is less than $5.00 there is no charge. For sample requests totaling more than $5.00 a sample fee and associated shipping costs will be charged. If you place an order for that item the cost of the samples (if any) will be credited toward your order.
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Q: What are your payment terms?
A: All web-orders must be prepaid with a credit card before they are officially placed. For other arrangements please call to place orders. Terms of Net 30 will be extended only after a credit application is filled-out, and credit references are checked & approved. Repeat customers in good standing may also qualify for terms of Net 30.
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Q: How does your price guarantee work?
A: The Imprint Source guarantees the lowest prices in the industry. If you find the same item cheaper anywhere else, let us know where you saw it (e-mail us the website; fax us the promotion, etc.) and we'll match it. It's that easy!
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Q: What is normal production time?
A: There is no such thing as "normal" production time. The time it takes to produce an order will vary depending upon the item, the supplier, whether the product is in stock or on back-order, and the time of year. It is our goal to ship all standard orders within 2 weeks of artwork approval.
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Q: Is RUSH Service available.
A: RUSH Service is available on many (not all) promotional items. There is an additional charge for RUSH production, so please call us and let us know if you need your order in a hurry. We'll do everything we can to meet your needs.
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Q: How are orders shipped?
A: Most orders are shipped via UPS Ground. The delivery time is from 1 to 5 days depending upon your location. We can also ship via Fed Ex or UPS Next Day when orders are needed overnight.
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Q: How much is shipping?
A: Because actual shipping charges are not available until the time your order ships, The Imprint Source adds estimated shipping charges to each order. The shipping is charged as follows:
- $9.95 shipping for all orders under $100.00.
- Shipping charges equal to 7.5% of order total for orders of $100.00 to $499.99.
- Shipping charges equal to 7% of order total for orders of $500.00 and over.
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Q: Is there sales tax on my order?
A: Because The Imprint Source is a New Jersey corporation, we are required by law to charge sales tax for all orders shipped in the state of New Jersey. If you are located in New Jersey but are a tax-exempt organization, please provide us with your tax-exemption form or resale certificate and taxes will not be charged. Shipments to all other states are tax-free.
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Q: What is the minimum order for Asia Factory Direct?
A: Our Asia-direct service is for large orders only. While it depends ultimately upon the item, the minimum order is usually USD $3,000.00 (price-based) or 50,000 units (volume based). Tell us what you need and we'll let you know if it is better sourced domestically or from overseas.
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Q: Is Asia Factory Direct for me?
A: Because Asia-direct is bringing you products right from the factory, the prices are naturally lower. But because they are coming directly from countries like China, the lead-times are usually longer. If you have large order, do not need the goods in a hurry, want to save money, or would like to develop a brand-new ("never been seen before") product, Asia-direct is probably a good option for you.
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Q: What is your return policy?
A: The Imprint Source stands behind all of the goods we sell. We will happily accept returns and refund your order in full if there are any product defects, or if the order is wrong because of our error. We will not issue refunds for orders where the customer supplies us with incorrect artwork or a wrong imprint (e.g. a typo in your phone number). Please carefully proof all information provided to us. Please note that all returns must be preauthorized or they will not be accepted.
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Q: What is your cancellation policy?
A: If for any reason you wish to cancel your order, we are happy to do so as long as the order is not yet in production, however some miscellaneous charges may still apply (Artwork, Set-up, etc.). If your order is already in production it will not be possible to cancel.
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