Home > FAQ

FAQ

Here are some of the questions that our clients most frequently ask.

How long will it take for my order to ship?
How much will shipping cost?
Can I follow up after I place my order to see the status?
I need my order completed this week. Is it too late to order now?
I feel more comfortable ordering by phone, is that possible?
Will the logo come out the way I expect it to?
How do I order a sample?
How do you handle payment?
Can I combine two of your deals?
What shipping method do you use? Is shipping cost included in the order?
What do you bill as a completed order?
I have an event on a specific date, how can I make sure I receive my complete order on time?
What are the steps for handling my art work?
What type of file do I need to email?
How will PC know that this art pertains to my order?
What if I only have a sketch of the artwork I need imprinted?
What do I need to know about trademarks and copyrights for logos or artwork?
What is your ‘never undersold’ policy?
What is your return policy?
Does Promocenter Intl. offer any guarantees?
Terminology

How long does it take for an order to ship?

Standard production requires 7-10 business days and so the lead time for a product in stock is 2-3 weeks. If a product is special ordered, depending on the quantity and shipping it can take anywhere from 6-10 weeks.
We do process rush orders. If you are in a rush to receive your order, please inform us and we will do everything possible to have a quick delivery. There is an extra charge for processing rush orders.
We advise our customers to specify all deadline constraints at the time of placing an order. This will allow Promocenter Intl. to determine if there is sufficient production and shipping lead-time to meet this deadline. We do everything possible to give you a reliable time frame at the time the order is placed.

What is the usual shipping cost?

When placing an online order your shipping cost will be calculated automatically based on your address. We process all payments in U.S. dollars. If you place your order over the phone, your representative will inform you of all relevant charges including shipping costs. Some of our specially marked items have free shipping also.

Can I follow up after I place my order to check the status?

We will be happy to help you track your order. You can either call us at 1- 888-861-3969 or reach us via email at sales@promocenterintl.com to get the current status of your order.

I need my order completed this week. Is it too late to order now?

We like to assure our clients that it’s almost never too late to order. If you are working on a tight schedule, just let our customer service agent know at 1-888-861-3969. We will work with you to get you what you need, on time. Rush orders can often ship within one business day. If you need custom-printed marketing or promotional merchandise in a hurry, we can make it happen. There are some limitations about what kind of orders can be processed on a limited schedule.

I feel more comfortable ordering by phone, is that possible?

Absolutely! Our sales personnel are waiting to assist you Monday through Friday, 9:00am to 5:00pm. Please feel free to call us at 1-888-861-3969.

Will the logo come out the way I expect it to?

We take several steps at Promocenter Intl. to ensure customer satisfaction. As a first step, within a day or two after receiving your artwork, our art department will send you a free virtual-proof of your promotional item. We encourage our clients to offer us active feedback to make sure that we can make any modifications that are necessary.
We do stress that the best way to get the best results in the shortest time is to provide our artwork team with detailed logo information. We suggest that you include imprint location, orientation, copy positioning, typeface, typestyle (caps, bold, italics etc.) in your information.
We also offer the option of ordering a sample. So, if you want to be absolutely certain of the final look of your chosen product, you can request a spec sample.

How can I order a sample?

If you are considering placing an order with us, you may be interested in seeing how the product will look before placing the order. If you wish to request a sample of the product of your interest or a pre-production spec sample, with your own custom imprint, before you place your bulk order, please send us an email to samples@promocenterintl.com. Please note that there is a regular set-up charge for a customized spec sample plus a 60.00 fee. Once you place your order the cost for the setup will be credited against your order placed within 30 days of samples being produced. We require all sample requests to be in the form of a hard-copy fax or an email.

How do you handle payment?

To assure prompt service, we require 75% of payment in advance, with payment of balance just prior to shipping. We accept Visa, MasterCard, PayPal and Google Checkout. Please note that all payment should be in U.S. dollars.

Can I combine two of your deals?

We offer our customers many great deals and want you to take advantage of the price breaks. However, we do not accept a combination of specials.

What shipping method do you use? Is shipping cost included in the order?

Promocenter Intl.’s courier service is used for shipping unless a customer requests an alternative arrangement.
Unless specifically mentioned, shipping costs are not included in the price. As mentioned earlier, shipping is calculated based on your address.

What do you bill as a completed order?

Some overruns and under-runs are inevitable in processing personalized merchandise. We recommend a small buffer to ensure you get the full number you need to account for breakage in transit etc. We consider any order which is 10% over or under the specified amount as a completed order and bill accordingly.

I have an event on a specific date, how can I make sure I receive my complete order on time?

We take pride in meeting our timeline commitments. At the time of placing your order, please specify your requirements and our customer service representative will be able to tell you whether it is possible. You can also track the status of your order via email and phone to reassure yourself that your delivery is on schedule. Promocenter Intl. goes the extra mile for each and every customer. We use only the most efficient shipping methods and carefully track your order from the time it leaves the dock until it reaches your doorstep. There is a small fee for rush orders.

What are the steps for handling my artwork?

1. We request that all orders which require personalization should be accompanied by camera-ready art. Our preferred formats are:
a) Adobe Illustrator 10 or less
b) Macromedia Freehand MX (11) or less
c) Corel Draw 11 or less

d) High resolution PDF

Please save all files as vectorized image and convert the fonts to outline at 100% imprint size.

You can also call 1-888-861-3969 or email sales@promocenterintl.com with any questions

2. Please specify your pantone colors and convert the document (text) fonts to draw. You can do this by highlighting the text to be converted and short-cut according to your software or platform.

3. Promocenter Intl. will then email customers a paper proof after the order is processed before the production. As soon as the customer replies approving the artwork, the order will go into production. The customer bears complete responsibility for any misprints based on this approved proof provided to Promocenter Intl.

What type of file do I need to email?

A simple eps, .ai, pdf or psd file will work for creating custom-printed merchandise. If there are any issues or problems pertaining to your artwork, Promocenter Intl.’s team of skilled graphic designers will work with your existing logo or artwork and assist you in modifying the image and transferring it to the correct format.
As mentioned above, we offer one hour of free art consultation and modification with every order. We also offer free virtual proofs in the pre-production stage. So, whatever format you have, you can rest assured that we will do our best to make sure that a design that suits you will go on your chosen promotional merchandise.

How does Promocenter Intl. ensure that the right art goes with my order?

We give you an order number when you place an order with us and request that you include this order number in all your interaction with our staff. This serves as an error-free method of ensuring that we match your art work with your chosen products.
We also offer email tracking and so if email in the art work matches the email in the order, we have proof that the right art work being used.

Can you provide custom-printed products even if I only have a sketch of the artwork I need imprinted?

Promocenter Intl. always includes free artwork with every order. We'll create or modify your custom imprint to your exact specifications free of charge! We offer one hour of artwork creation or modification to help with your custom artwork – we find that this consultation works well for the majority of our clients. Subsequent hours are billed at $40.00 per hour.

What do I need to know about trademarks and copyrights for logos or artwork?

Promocenter Intl. presumes in good faith that our customers have obtained permission to use all graphic designs and related materials on Promocenter Intl. products. Promocenter Intl. bears no responsibility for any infringements caused by our customers when ordering personalized merchandise.
The logos and other registered graphic designs and/or registered names indicated in any of our paraphernalia are intended to illustrate our capability to custom decorate our products. This is not meant as an indication that the imprints are readily available to any purchaser without the express permission of the owners of the copyrighted or trademarked art or copy.

What is your ‘never undersold’ policy?

Promocenter Intl.’s policy is simple. If you find a better price on the web for any of our products just let us know and we will beat it before the final order is placed.

What is your return policy?

We cannot accept returns of customized or personalized merchandise. Cancelling an order after art proofing but before production will result in a minimum of a 60.00 fee.
 

Does Promocenter Intl. offer any guarantees?

Yes. We stand behind the quality of our products. If you find any defect with our products or printing, please submit a written notification to our office within 3 working days of receipt of merchandise. We will review the order within 3 working days of receiving the notification and inform you of our decision to make the appropriate indemnification.

TERMINOLOGY

Some clients appreciate this clarification of the terms we use on our website.

Screen Printing

This is a common printing technique that uses woven mesh (or screen) to support an ink blocking stencil. The attached stencil forms open areas of mesh that transfer ink as a sharp-edged image onto a surface.

Oxidation

This is a chemical process used to embolden engravings on silver.

Set-up charge

Every new imprint requires the printer to “set up” customized materials and templates. The standard charges for set up reflect the cost of this process.

Debossing

This process allows us to make a customized indent of a design or logo into a surface.

Heat Transfer

This is a mass-production method of applying an image to a curved or uneven surface. It is most commonly used for printing on porcelain and other hard surfaced pottery.

Wrap imprint

As the name suggests, this is an imprint that revolves around the item. For example when imprinting on a bottle you may have the option of a wrap imprint, which means the single imprint wraps around the entire bottle.

More questions?

If you need some other questions answered or some other service clarified, we are happy to address your concerns.
Please call us toll free at 1 (888) 861-3969. Our customer service representatives are available Monday through Friday from 9:00am to 5:00pm. (Eastern Standard Time)
You can also reach us via email at info@promocenterintl.com we respond to all email queries within 24 hours.
 
Follow us on Facebook Follow us on Twitter Google+ Blog E-mail
Why Promocenter