Promo Universe -- Out of this world branding solutions

888-803-7695
Frequently Asked Questions
HOW DOES THE ORDERING PROCESS WORK?
Once you place your order, you will receive an order confirmation email from us with your order #. If you haven’t attached your artwork to the order, simply reply to the confirmation email with your artwork. Once our customer service team reviews your order, artwork, etc. we will be in touch to confirm in-hand dates, make suggestions, etc. to make sure you are on the right track! Once we have all the details, you will receive a proof for approval. At that time, you may approve, make changes, etc. Once you approve the proof, you will receive a confirmation with all correct in hand dates and any change charges. Remember all charges should be the same as your original order, unless quantity or numbers of imprint colors, shipping method, etc. changes were made. This is your FINAL Approval, once you approve this final confirmation with any changes, your order goes into production. Your credit card will be charged at this time and no changes can be made to your order at this point.
ARTWORK
  1. What format of my Artwork is acceptable? The Best formats are Adobe Illustrator files in an AI or EPS format with all fonts converted to outlines. We will accept vector PDFs also. If you don’t have these types of digital Artwork, send us what you have and we will check it out. If we can simply fix your artwork, we will be happy to do it at no charge!! In some cases, if your artwork if very complex we will have re-created it for you in the form we need for a small artwork fee. Sometimes we can use these types: EPS, PNG, TIFF at 300 dpi or more. These types of formats won’t work. :-( Bitmap, JPG, GIF (images or logos you copy and paste from the internet) or files in which you change the extension to .eps. Please don’t do this, it won’t work. WE CAN however recreate these types of files for a small art charge, no problem! We will take care of you!
  2. Where do I send my artwork? Once you receive your order confirmation, simply reply to that email and attach your artwork to the email. Our customer service team will review and be in contact with any questions, suggestions, concerns, etc. We will take care of you!
  3. Do you keep my Artwork on file? Yes! Promo Universe keeps your artwork in our system for 1 year. We keep it on file for you to use in the future, we can even make simple changes like adding text or taglines below your logo at no charge!
  4. Can I use the same artwork in the future and save a Setup fee? Yes. If you use the exact same artwork on apparel orders, you will only pay setup fee once! If you re-order the same exact promotional item (same item, color, and imprint colors) you will not be charged a new setup!!
  5. What is a PMS #? A popular color matching system used by the printing industry to print spot colors. For example for a royal blue, there are many PMS #’s that could be royal blue. The exact PMS # will tell us exactly which royal blue you want to use. Most applications that support color printing allow you to specify colors by indicating the Pantone name or number. This assures that you get the right color when you items are printed, even though the color may not look right when displayed on your monitor due to the fact that monitors are displayed in RGB color format the colors may not represent an accurate representation of the actually PMS color chart. If you have to an exact color to be printed on your order, we strongly recommend providing the exact PMS color #’s for your artwork. If a specific PMS# is not provided, our team will pick a color for you. Promo Universe cannot be responsible for the difference in colors due to monitors.
  6. What size will my logo be on my items? Promo U reserves the right to size your logo to best fit on your items no matter what size your artwork is submitted. We will however meet your logo size specifications for your item order as long as the request is not larger than the allowable maximum imprint area. We want you 100% happy with your finished product.
SHIPPING & DELIVERY
  • What’s the Normal Lead-time and Delivery Time? Normal Delivery Time on stock apparel, promotional, and gift items runs approximately 2-3 weeks. Production time is approximately 6-10 business days. Delivery Time = Production time + shipping transit time. We have many items that we can produce on our 24 hr. ZOOM RUSH SERVICE! Can I add, cancel or delete items on my order? All order change requests must be made by 24 hours upon receipt of your order confirmation. Any order change or cancelation requests sent after 24 hours will not be accepted. Any rush order can’t be canceled at any time.
  • What if I need my items for a specific event date? When placing your order, please put in the notes the latest date you need your items for your event. We will make it happen if we can, we promise! We will let you know if meeting your in-hand is not possible or if we can meet it with our ZOOM SERVICE! In addition, we will notify you of any rush charges or expedited shipping fees that are needed to meet your event date. If it can happen, Promo Universe will make it happen!
  • How do I re-order? Great! Just give us a call and let us know your previous order # and we will handle it from there! Can I use my UPS OR FED EX # account? Sure no problem, just reply to your order confirmation email with your shipper number and we will make it happen! All of our orders ship on UPS unless certain circumstances prevent us from using UPS, then will we use an alternate shipping method.
  • Can I order a blank sample? Sure you can! However, we reserve the right to inquire about the sample to prevent abuse of this policy. We will cover the cost of the samples up to $10 if you provide us your shipper # (UPS or Fed Ex). Any samples ordered over $10 will be charged for samples and shipping. Samples will ship approximately 24-72 hrs. from ordering and cannot be returned for credit. We do this so we can keep providing our customers with low prices.
  • What if I received more/less pcs that I ordered? Due to the manufacturing process of some items you may receive 5-10% underage/overage on your order. If you do please give customer service a call.
PAYMENT
  • What type of payment is do you accept? Because we are a virtual on-line site, all payments must be made prior to processing order. Promo Universe accepts all major credit cards. You may pay by company check or corporate purchase cards. If you pay by check, you order can’t be processed until the check clears our bank. If you want to pay with check, give us a call and we will make arrangements for you.
  • When do you charge my credit card? Your credit card is charged the day your order confirmation and artwork proof is approved.
RETURN POLICY
  • Promo Universe prides itself in our customer service. If you have an issue with your order, please call and file a claim within 5 business days of receiving your order. We will process your claim within 10 business days after receiving and accessing your returned goods. Promo Universe reserves the right to refuse any return. Custom printed goods are not eligible for return only blank items.