Frequently Asked Questions

ORDERING INFORMATION

PRICING AND PAYMENT

ART AND DECORATION

WEBSITE/GENERAL

Why use promotional products?

Promotional products—usually imprinted with an organization's name, logo or message—include useful or decorative articles of merchandise that are utilized in marketing and communication programs. Imprinted products that are distributed free are called advertising specialties. Imprinted items given as an incentive for a specific action are known as premiums. Business gifts, awards and commemoratives are also considered promotional products.

Promotional products are a great way to enhance your company's brand. Research shows that 39% of your customers are more likely to remember your organization's name as long as six months after receiving a promotional product.

Since promotional products can be used alone, or integrated with other media, there are virtually limitless ways to use them. Popular uses include business gifts, employee relations, orientation programs, corporate communications, and tradeshows. They're also effective for dealer/distribution programs, co-op programs, company stores, nonprofit fundraising, public awareness campaigns, employee incentive programs, and new product or service introduction.

The top ten categories of promotional products (in order) are: (1) wearables, (2) writing instruments, (3) calendars, (4) drinkware, (5) desk/office/business accessories, (6) bags, and (7) recognition awards/watches & clocks/trophies/emblematic jewelry.

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How can I get a quote?

Getting a quote is quick and easy. Just call us at 858-277-1886 and an Account Executive will be happy to help you. You can also see our on-line catalog at xxxxxxx.

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What is the order process?

After receiving a quote from your Account Executive, you choose your products, quantities, sizes, colors and any other options available. We will then e-mail you a workorder for your final approval. Once we receive your artwork and our art department has set-up your proof, you will receive an e-mail containing your art proof. You must approve your order and artwork before we begin production. If we have any questions or need any other information from you, we will contact you immediately. We strive for 100% customer satisfaction and will keep you informed as to your order status throughout the ordering process.

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What are normal production and delivery times?

Normal delivery on imprinted apparel is 2 weeks after art approval. For advertising specialties, the delivery schedules are based on each manufacturer's requirements. Although lead-times vary with the product and supplier, most orders ship within two to three weeks from the customer's proof approval. Rush service may also be available.

Direct import orders usually require 60-90 days lead-time and delivery depends on method of shipment selected – air freight or sea freight.

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What are the minimum order quantities?

Embroidered Apparel: the minimum order quantity for flats (jackets, sweatshirts, golf shirts, etc) is 36 pieces and for hats is 72 pieces. You must use the same logo and logo colors on a single style to qualify for minimum pricing. Some styles may have higher minimums.

Screenprinted Apparel: the minimum order quantity is 144 pieces. You must use the same logo and logo colors on a single style to qualify for minimum pricing.

Advertising Specialties: the minimum order quantities for these products vary by product. Please refer to individual product detail pages.

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What are the standard setup charges?

Setup charges vary by product and production process. Custom imprinting your logo on an item requires printing plates, film, and embroidery tape charges (just to name a few). These costs are independent of the actual costs of imprinting. Although these are one-time costs, for certain items there are re-set charges, which will also be noted separately, in advance.

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What if I have a rush order?

We pride ourselves on our ability to consistently exceed our customers' expectations. We can produce thousands of promotional items and apparel in as little as 24 hours, and sometimes in the same business day. Additionally, you may choose a faster shipping service, including UPS Overnight. Feel free to call us at 858-277-1886 or email us at sales@customlogos.com and we will do everything possible to meet your deadlines. Rush charges and expedited air freight may affect your final cost.

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What if I need my products for a specific event?

We will do whatever it takes to deliver your products to you on time for your event. We simply need to know when you need them! Let us know when you need it and it's DONE!

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How can I find out the status of my order?

We will call you if there are ever any delays or problems with your order but feel free to contact your Account Executive or our Customer Service Department at 858-277-1886. We will be happy to answer any of your questions.

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What happens if a product is backordered?

We make every effort to ensure the products on our site are in-stock and ready for decoration. Occasionally, due to circumstances beyond our control, the stock of a certain product may be depleted. When this occurs, we will contact you with a revised ship date. If this revision does not meet your needs, we will do our best to offer you a comparable product as an alternative to the one you ordered.

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How do I get in touch with someone if I have a problem with my order?

You may call or email your account executive 24/7: our account executives have cell phones with access to email. Or, simply call us at 858-277-1886, Monday through Friday from 8:30 a.m. to 4:30 p.m. Pacific time.

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What if I receive my order and I'm not happy?

Since 1989, we have maintained an impeccable reputation for service and quality and we take customer satisfaction very seriously. We do everything possible to prevent mistakes on orders. Before we begin production of your order, you must sign a completed workorder and color art-proof. For certain orders we will require a pre-production press proof.

If you feel your order was produced incorrectly, please contact your Account Executive at 858-277-1886 within 10 days of the invoice date. If we determine there is a material or manufacturing defect with your order, we will accept your return or arrange for a discount at your discretion.

All claims for shortages, loss or non-delivery must be made within 10 days from the date of the invoice. Claims for damages in transit must be made with the individual carrier when you receive the shipment, so please save all shipping cartons for inspection.

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Can I add, cancel or delete items on my order?

Since your order is processed as soon as it is placed, there will be costs associated with changes, corrections or cancellations. Please review your order carefully before approving it. Since all of our products are personalized, we are unable to accept returns.

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Can I order a sample before I purchase a product?

Yes, in fact we prefer to send you a sample of an item in which you are interested to ensure you are totally satisfied with you order. Just ask your Account Executive.

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What is an Over/Under run?

Promotional products are printed in bulk. Depending on the item you order, the shipped quantity can vary up to 5% of the quantity ordered. We make every effort to meet your quantity exactly but overruns are billable (unless prior arrangements are made) and orders with a 5% underrun will be considered complete. This is a standard practice in our industry.

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How do you ship my items?

UPS Ground is our standard shipping service. If you choose to have us ship your order and freight charges are not specified on your Order Confirmation, we will bill your freight as a separate line item on your invoice. We are happy to use your shipping number for UPS or FedEX if you prefer. On large orders trucking service is also available.

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What if UPS or FedEx loses my shipment?

We promise that we will ship your items on the designated day via the method that you have approved. However, ownership of the goods passes to the customer once we deliver them to the carrier. We will do everything within our power to help you with any situations you encounter. UPS and FedEx with have policies relating to these situations; we recommend you investigate these policies prior to placing your order.

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What payment types do you accept?

Visa, MasterCard, Discover and American Express are welcome. Net Terms are also available by completing a credit application (link here) Contact Bertha in our credit department at 858-277-1886 for further information and assistance in setting up an account.

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Why is sales tax added to my order?

In accordance with state and local tax laws, we may be required to charge sales tax on any orders shipped within the State of California. If you have questions about your tax exempt status, please contact Custom Logos at 858-277-1886. Should you be purchasing merchandise for resale, please provide a valid resale card (card available at…..)

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What type of artwork do you accept?

We require camera-ready artwork in the form of:

  • • .eps or .ai files (Adobe Illustrator)
  • • .psd files (Adobe PhotoShop)

We accept art files created in the following software: Mac or PC Adobe Illustrator up to CS2, Mac or PC Adobe Photoshop up to CS, and Mac only QuarkXpress up to 4.0. If you are producing artwork using a higher version, please save it back to versions listed above.

Standard digital requirements for all files are as follows:

  • • For apparel, Photoshop art must be a minimum of 250 ppi at 100% actual size. For hard goods, art must be a minimum of 300-600 ppi at 100% actual size. (Save files as eps, tiff or jpeg file format.)
  • • You must include all linked placed images as separate files, photos or art.
  • • Do not embed tiffs or placed images into Illustrator.
  • • If sending Mac or PC Illustrator files, convert all text to outlines.
  • • If sending QuarkXpress files, include all fonts (Mac only).

Please DO NOT send us any of the following as we usually have to recreate these logos from scratch which will result in artwork charges being added to your order:

  • • Microsoft Word, WordPerfect, PowerPoint, Publisher, etc.
  • • Web files, such as low resolution JPEG, GIF, HTML, XML, etc.
  • • JPEG, GIF, Bitmap images that you have dragged off of a website or someone else has given you in a low-resolution format.

For more information about submitting artwork, please read our Art Specs at xxxxxx.

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Can I get a proof of my artwork?

Yes, we offer jpg or tiff files for your approval.

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Can I get my PMS color matched?

PMS stands for Pantone Matching System®. It is the standard color matching system that allows printers to choose a color without leaving it up to an individuals' subjectivity. Each color in the Pantone color chart corresponds to a particular number so that if you say your logo is royal blue, we can pick an accurate blue to recreate. PLEASE NOTE: Because computer monitors display colors in RGB format, the color that you see on your screen may not be accurately calibrated to the actual PMS color chart.

We provide PMS color-matching unless otherwise stated. If PMS color-matching is not possible on an item, the closest available color will be selected. One of our graphic design experts can help you select imprint colors for the best presentation of your artwork. For embroidery, we will select the embroidery thread color which most closely matches a specified PMS color.

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Where do I send my art?

You can email your digital art to art@customlogos.com

  • • Do not email files larger than 5 mgs.
  • • All fonts should be converted to paths.
  • • Adobe Photoshop files must be saved as eps, tiff or jpg file format, resolution requirements remain the same as outlined above.
  • • Allow sufficient time for the file to be sent to your server and sent to ours. Depending on user volume, this may take between 10 minutes to four hours or more, regardless of file size.
  • • Please include your company name, contact person, phone and fax numbers, application and platform of art sent, and the name of your Polar Identity representative. Any art sent that does not reference this information will not be accepted.

For larger files, you can FTP directly to our server. Please call our Art Department at 858-277-1886 for login information.

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Terms and Conditions of Sale

All orders are subject to written acceptance. Orders may not be cancelled once production has begun. Orders canceled before actual production has begun require written notice and will be subject to a 20% restocking charge.

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Artwork Policy

Custom Logos uses art, logos and other materials supplied by our customers to provide products and services. Custom Logos assumes no responsibility for determining the proper ownership or proper use of said artwork. Any customer of Custom Logos represents and warrants to Custom Logos that he or she has the unrestricted right to use, copy and distribute each copyright, trademark, service mark, trade name, logo, statement, graphic, artwork, name, photograph, portrait, picture or illustration of any person or any other intellectually property in the way it is to be printed on or otherwise applied to the promotional merchandise ordered by the customer. Custom Logos assumes no responsibility for determining who does or does not have such authority.

By submitting artwork to Custom Logos for use on a product, customers shall defend and hold harmless Custom Logos for the use of any artwork and for breach of this warranty. Customers shall also indemnify, hold harmless, defend and absolve Custom Logos against all claims, liabilities and expenses arising out of or related to any actual or alleged infringement or misappropriation of any copyright, trademark, logo or other proprietary rights or merchandise. This directive will remain in effect after delivery of the product or service.

Custom Logos reserves the right to refuse to provide product or service when it is determined that the artwork does not meet Custom Logos' standards.

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Site notes

The artwork, designs and trademarks shown on products on this site are examples of the type and quality of product identification available. They are not intended to represent endorsement by - or production for - the owners of the artwork, designs or trademarks. The illustrations are not meant to be advertisements. Items as pictured with identifications are not for sale to anyone other than the parties expressly authorized by the owners of the trademarks and logo designs. All prices and product details are subject to change without notice.

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