Return to Help Index
|Can I cancel or change my order?|
|You can change your order any time prior to art approval. Once art is approved, the order is sent straight to production. If you noticed a change you want to make after art approval you can contact us (we suggest by phone) immediately. We will contact production and see what stage your order is at. If screens have been made, the machine inked up and running, etc., you are out of luck. If not, we will put the order on hold and back into the art department of cancel it.
Watkinsville, GA 30677 USA
|Can I order a multi-color imprint online?|
|Yes. If the product has that option available. Choose multi-color imprint in the imprint color option located on the product page. If the colors of your artwork are known, place them in the order comments section. Additional run charges and setup fees may apply for more than 1 color of imprint. To find out what the cost is for a particular product, contact a customer service agent.
|Can I order less than the minimum quantity online?|
|Contact a customer service agent to see if we can go lower than the suggested minimum displayed on the site. Less than minimum charges may apply.
|Can I order odd quantities of products?|
|Yes. You can order any amount above the minimum quantity. If for instance, the minimum quantity is 100, you can order 113 if you wish.
|Can I see a physical sample and what is your policy?|
|Yes. A picture says a 1000 words, but sometimes you need 2000 or more words. We send physical samples for you to hold, feel, inspect, & use.
Generic Samples: All generic samples are random samples and feature assorted imprints. Factory cannot promise specific imprint colors. Un-imprinted pieces may be substituted when printed product is unavailable. Specific product colors can be requested.
Some items may require freight to be paid. If the total cost of a sample order is $5.00 or greater, you will be charged the cheapest price at the end of the products pricing grid for the samples plus freight, unless UPS or FedEx account number is provided for freight costs.
Samples requests received before 1:00 pm EST are shipped the same day. Sample orders received after 1:00 pm EST are shipped the following day. Sample requests cannot be taken over the phone. If we are unable to fulfill your request you will be notified within 24 hours. All samples are subject to stock availability. All sample requests shipping outside of the continental US and Canada must ship on a third party account or freight will be billed to the customer. Subject to delay if third party shipper account is not provided at the time of the initial request. Samples are not available or return to factory. No memo billing please. Please note: We cannot ship to PO boxes unless we are shipping USPS. We ship UPS, USPS and FedEx.
Spec Sample & Pre-Production Proof (1 product printed with your imprint): $40.00 per color/position plus the price of the product and freight. This amount will be applied to the order if an order is placed. If not, the charge is non-refundable. Most products are typically produced in 3 to 5 working days. Factory will not be held responsible for product/paper proof approvals that contain errors. An approval means the Customer is approving the product/paper proof.
|Can I ship on my own shipping account?|
|Yes. Put the carrier and account number in the order comments and ask us to ship on the your 3rd party account. If you are checking out online, the cart will add your shipping charges where applicable. In that case, we will take the charges off on our end and send you a revised copy of your order with no shipping. Don't worry, although payment information is taken at checkout, your card is not actually charged until your final art proof approval.
|Can I split my order and ship to multiple locations?|
|Yes. The shopping cart will not allow you to enter more than one shipping address, so put the additional address or addresses in the order comments. There may be extra shipping charges incurred. If so, a customer service agent will be in contact to discuss the charges.
|Can you produce my QR code on the product?|
|Yes. We can add a QR code to most products that have a large enough imprint area to accommodate it. If you already have a QR code, simply send it to email@example.com. If you do not have a QR code, we can create one for you if you send us your URL code.|
|Do you keep my art on file?|
|Yes. With today's computer hard drive storage space being cheap and endless, we keep every order from every customer on file. All art files are associated to the order they were used on.|
|Do you offer rush service?|
|Yes. Many products have rush service available. To find those products, you can go to any product category and use the search filter on the right to choose the production time necessary to get your order when you need it. A blue icon will be display on the product page to let you know what service is available for that product. More details regarding production times are located in the product description.
Note the rush service only pertains to production time. It does not include transit time. We offer expedited shipping to shorten transit times. Since our products are shipped from different locations across the US, contact a customer service agent to see how long the transit time is for the product(s) and which shipping method is best for you.
Want a product fast that doesn't qualify for rush service? Call us! We may be able to source the product elsewhere that does offer rush service or we can call production to see if they can squeeze your order in.
Does one day shipping mean my product will ship today? No. It means it will ship the following day, given the order is taken before 3pm EST. The 3pm cutoff is flexible at times. Once again we will have to call production to see if they can fit it in. There is a lot that goes in to the promotional product printing process, so time is needed to prep, print, dry, package and ship. You can get an idea of the process here.
|Do you ship to APO addresses?|
|Yes. We can ship most products via USPS to any APO address.
|How can I place a re-order?|
|You can place another order one of five ways.
Note: If you do not know your previous order number, we can find it by first name, last name, company name, address, phone number or the email address that ion the account.
|How do I handle a problem with my order?|
|We apologize that this happened. Things happen from time to time, but the key is how are they get rectified. We will correct any problem you may have in a timely manner. Contact a customer service agent to get a resolution.
|How do you beat a price?|
Lowest Price Guarantee Terms & Conditions:
How to Request a Price Guarantee Match
We will beat anyone’s price. Simply place your order, and just place 1 of the 3 items below in the order comments or email them to us. These are 3 ways to let us know who and what product & price we are to compete with.
1) Send us the url to the product page on a competitor’s site, so we can review the advertised price, and adjust your pricing accordingly.
2) Send us the name site where you found the product and the item # or name of the product.
3) Email us a quote you were sent from one of our competitors. To request a price match, please email us at firstname.lastname@example.org or call us at 866-856-7063. ( View screenshot to see where to find a url.)
**Please note, when we price compete, our onsite promotions are void. We will meet or beat exactly what the competitor is advertising.
|How long do you keep my credit card payment on file?|
|The federal law states prohibits us from keeping your credit card on file for longer than 90 days, even if you choose to keep it on file. We apologize for this inconvenience, however it does add a nice layer of protection.
|Is my credit card information secure?|
|Absolutely. My Promotional Pens is a Payment Card Industry (PCI)
compliant merchant. PCI compliance is a set of security standards
created by the major credit card companies to protect their customers
from identity theft and security breaches. Under the PCI Data Security
Standards, we can assure you that your credit card data, account
information and transaction information are safe from hackers or any
malicious system intrusion.
|What are setup charges?|
|There is a lot of labor that goes in to printing promotional products. Most of the labor is up front in the screen building process and prior to the actual machine printing the product(s). That is why some call it a screen charge or plate charge. A more generic term for the whole process is 'setup charge'.
This leaves the savvy shopper asking... How do some companies offer a free setup charge?
Some companies will offer free setup charges and simply absorb the cost into the cost of the product per piece. For example, if a product is $0.50 each and normally a setup of $25 with a minimum order quantity of 100, then the $25 is divided by 100 equaling $0.25. That amount is then added to the piece price totaling $0.75 per piece. Then the company offers 'free setup'. Sometimes this same formula is ran by the supplier and they sell to us (distributors) with a free setup. Hence, we make the setup free to our customers. Full color digital printing is a whole another process where screens do not have to be made and the product runs through a machine that can be thought of much like a common household color printer. The fact is, nothing is really free. The labor is still there anyway you slice it. The bottom line is we will beat any competitor's total order cost.
For more clarification on the work that goes in to the entire printing process, including the screen setup, check out the diagram below:
|What are the art requirements for logo submissions?|
|What fonts are available?|
|We have a library of 100's of fonts on hand that we can use. Feel free to suggest a font in your order comments either from our list or another font. If we do not have the font requested and there is a cost associated to downloading it online, we will check with you to see if you have the font available or if you can get it from your designer or marketing department. If that fails the font may have to be purchased online. We can either purchase it and bill you or you purchase it and send it to us.
Below are some of the most popular.
|What if I am having trouble with your website or find an error?|
|We strive to build the easiest and best online experience on a day in and day out basis. At times things happen and errors happen. If you find conflicting information, an error in our data, buying online difficult or the site simply fails to cooperate, contact a customer service agent to help.
|What if I am not sure about the product color?|
|The product images are as close as possible throughout the website. Due to monitor settings, the actual product(s) may appear different in color. If you want to make absolutely sure we suggest ordering a physical sample prior to your purchase. To order a sample click here. to view our sample policy, click here.
|What if I am not sure which imprint color to choose?|
|Generally, light imprint colors work better on darker products and dark imprint colors work better on lighter products. One thing is for sure, promotional products are meant to get a message across and need to be easily visible. If you choose a color that our art department feels won't show up on the color of product ordered, they will suggest a different imprint or product color. If your order goes to production with colors that won't work with each other, production will not finish running your order and you will be contacted with suggested changes. At the end of the day, we want you to be happy with your finished product and we will take every precaution necessary to make sure that you are 100% satisfied. Happy customers stay happy customers.
|What if I don't see the product online that I am looking for?|
|There are over 1 million promotional products on the market. Almost everything you can imagine can be printed on.
Even though we have tons of products on our site, we only have a small percentage of the most popular and best of what is out there. Click here to search our entire catalog of over 950,000 products. If the pricing is to high, contact us to see if we can get it for you for cheaper. Most prices on the alternate site are retail and can be acquired cheaper. We will beat any competitor's price for any product.
|What if I forget my password?|
|If you forget your password, go to the log in page and click on the "Forgot Your Password" link. Follow the steps. A email will be sent to you with a link to reset your password. If that sounds like too much trouble, contact a customer service agent to change it for you. The fastest way is via the live chat. You will be asked a couple key questions about your account prior to us giving you a new password. No worries, none of your credit card number information is visible to even us. All anyone would ever see is the last 4 digits.
|What if I receive more or less than I ordered?|
|If you receive more, send the excess back to us. If you receive less don't call us. Just kidding. If you by chance receive less than you ordered, contact us and we'll either refund you for the missing product(s) or send you the missing product(s). If you receive more, you win.
|What if I want a larger quantity than those listed on the site?|
|Absolutely. Contact a customer service agent for a quote.
|What is a PMS Color Match?|
PMS is an acronym for Pantone Matching System. It is a system that gives a unique color code ID for every color under and over the rainbow. Usually a 3-4 digit number make up a PMS color code. Some have names, such as “Process Blue”.All of the colors are found on a full PMS color chart.
Some organizations brand has a specific PMS color they use. Whenever marketing or promotional material is printed, such as promotional pens, they will require the printer to use their PMS color(s). For instance, Microsoft’s blue is PMS (279). In order to keep the integrity of their logo, they require the use of this exact PMS for all printed material.
When ordering promotional pens and you want the pens to match your logo exactly, you’ll need to know the PMS color. You’ll especially want to use the same color if you are buying multiple promotional products and you want the print color to match.If you have chosen “PMS Match” as your imprint color, please tell us the PMS color in the comments. If you do not know the color, please send us your logo and we’ll do the matching for you. Charges may apply to your promotional pens order if we do not have your specific PMS color already mixed and in stock.
|What is a virtual art proof?|
|We realize that sometimes customers are buying a products for their first time from us site unseen. We stand behind all of our products 100%. We promise they will function as intended and all imprinting will be free of imperfections. If not, we will correct the order or pick your order up and issue a full refund. One of the best ways we avoid not meeting a customer's expectations are virtual proofs.
A virtual proof is a digital representation of the finished product and the best tool available to actually see what your imprint is going to look like prior to actual printing and production. Proofs are created in an art program using a picture of the actual product and your imprint. They are emailed in a pdf format for customer approval. We DO NOT move forward with the order or payment process until we have emailed approval of an art proof.
Virtual Proof Example Request Virtual Proof
|What is full color process and spot color printing?|
|We know at times that understanding printing and what types of imprint is right for your logo may be difficult. This article will help you understand.
Screen Printing (aka Spot Color Printing)
This process is done when your logo has one or more colors. The colors are full tone colors that are separated from each other. They have no halftones, mixes of colors, or shades. A screen is created for each color and one color at a time is printed on the promotional product. The printing machine has to be setup for each color with a screen for that color and the ink for that color. Below is an example of a logo that can be screen printed. It is a ‘4 color’ logo.
Full Color Digital Printing
If your logo does have halftones and ‘blended colors’ you may want to choose to go with full color digital printing. The printing process is much like what you would see come out of a color printer at your home or office. The only downfall is all of the full color digital promotional product printing machines on the market today can only print up to ¼ “ in height. It is great for logos that are more horizontal than vertical in size. Here is an example of a full color digital imprint logo.
If you do have a full color logo and you want the imprint to be larger, then you may want to consider either sending us a spot color version of your art. If you do not have one and you don’t mind the altering of your logo, we can convert the logo for free for you. Here is an example of the above logo converted to 4 spot colors (Burnt Orange, Lime Green, Blue and Purple).
Notice in the conversion all of the colors are solid (spot) colors and they are not touching. In this kind of printing none of the colors can overlap. We must create space in between the colors so they do not touch. The space is created because in printing there can be a slight shift left, right, up or down when printing each color. This is known as ‘registration’. If the colors were to overlap, they would blend and create a different color where they overlap. The image below is an example of colors overlapping.
No matter what your individual case is, if it can be done, rest assured mypromotionalpens.com can make it happen!
|What payment options are available?|
|We accept all major credit cards (Visa, Mastercard, Dsicover & American Express), Paypal and checks. We only offer payment terms to government agencies. If you elect to pay by check, we will hold your order from production until payment has been received.
|Where do I send my artwork?|
|Send all artwork to email@example.com. If you have already ordered, please include the order number in the subject line to make matching easy. Click here to view our artwork requirements.
|Will I see a proof before my order goes into production?|
|Yes. You can request a proof either before or after you order. Every order must have virtual proof approved prior to us taking payment or starting production. Feel free to make as many changes as you want. Click here to to Request a Virtual Proof prior to ordering.
We realize that sometimes customers are buying a products for their first time from us site unseen. We stand behind all of our products 100%. We promise they will function as intended and all imprinting will be free of imperfections. If not, we will correct the order or pick your order up and issue a full refund. One of the best ways we avoid not meeting a customer's expectations are virtual proofs.
A virtual proof is a digital representation of the finished product and the best tool available to actually see what your imprint is going to look like prior to actual printing and production. Proofs are created in an art program using a picture of the actual product and your imprint. They are emailed in a PDF format for customer approval. We DO NOT move forward with the order or payment process until we have emailed approval of an art proof.
Virtual Proof Example
|How do I contact you?|
|Save Your Ink, Inc.
DBA - My Promotional Pens
Watkinsville, GA 30677 USA
P - (866) 856-7063
F - (706) 955-0003
Click here to chat!