FAQ

FAQ

How to the Order Process Work?

Once you place your order:

  • You’ll receive an e-mail confirmation ensuring that we have received your order.
  • During business hours our Customer Care representative will personally contact you to review your order, make suggestions, confirm dates, review your artwork and send you a proof.
  • Once everything is exactly how you’d like it, we’ll send you a production confirmation. Remember, nothing goes into production without your approval!

What artwork formats do you accept?
Our online system accepts jpegs, vectors, and pngs. If you do not have one of these, send us what you have. Our team will work with you.

Can you keep my art on file for future orders?
Absolutely! We can save your artwork to make reordering easy and convenient!

Where do I send my artwork?
Simply attach it to your order. You can also send contact acmepromotionalproducts@gmail.com or e-mail your Customer Service Representative.

Am I able to request a PMS color for my imprint?
Absolutely!  However, in some instances there is an additional charge for this service in order to get the specialized ink if an exact match is required. Exceptions include a few products where, due to the limitations of the imprinting process, exact PMS matching isn’t possible. In these cases we will help get you a proof that is as close as possible. Our Customer Service Representative will walk you through the entire process and make sure your satisfied before we go to production.

Shipping & Delivery

When will I receive my order?
Every item includes production options so you can choose what works best for you. The time is always considering business days.  Keep in mind nothing goes into production without your approval and production time does not begin until you have approved everything. If you have a specific deadline you would like us to meet, just let us know and we will do our best to accommodate you.

 

Do you ship to multiple locations?
Absolutely! There maybe an extra charge for split shipments, and prices will vary based on loactions.  Contact your Customer Service Representative for assistance.

Can I ship internationally?
Yes, in many cases. However, please work with your Customer Service representative on this as each case is a bit different.

Can I ship on my own shipping account?
Yes. Just let your Customer Care Representative know (you’ll get an e-mail from them shortly after you place your order!) and they’ll be happy to help.

Payment

What type of payments do you accept?
We accept checks and all major credit cards. You can also request open account. If you choose this option, we will automatically check with D&B to see if an account can be open. If you’re not listed with D&B or the listing is incomplete we will send a credit application. Please allow extra time for this credit checking process. Your order can’t go into production until your account has been opened. Our terms are net 30 days. We also offer open account for most government and educational institutions. International customers please call for available payment options.

When do you charge my credit card? Do you require pre-payment?
We ‘authorize’ your card once your order is ready to go into production, but we do not collect the funds until your order ships.

Privacy

Acme Promotional Products recognizes your concern about privacy and security on the internet. We want you to be able to place your order with us free of any worry. You can view our full privacy policy here.

General Ordering Information

What if I receive more or less than I ordered?
Typically in our industry you are charged for any ‘overruns’ – we don’t! We charge you only for what you ordered. In the unlikely event we ship fewer than ordered, you’ll be charged only for what you received.

Can I cancel or change my order?
You can cancel at any time prior to the order going into production. Once items have been imprinted with your logo, we can no longer accept a cancellation. If you need to change your order for any reason, please contact your Customer Care Representative (you’ll get an e-mail from them shortly after you place your order!) and they’ll be happy to assist you.

What are set up charges?
Some of the items we offer have ‘set-up’ charges (screen charges, die charges, etc.). It is important to note these are NOT art charges. These are charges to create the screen, die or other necessary items to imprint your specific logo. Keep in mind that if you ever place an exact reorder for the same item you do not have to pay the set up charge again!

If I reorder an item will I pay set-up charges again?
No! If you place an exact reorder (same art and item) you aren’t charged a set-up charge again. Also, once we’ve done your logo in a digitized format for embroidery, we don’t charge you a new tape or digitizing charge to embroider anyother item!

Will I see a proof before my order goes into production?
Yes! Unless it is an exact reorder, you always see an ‘e-proof’ of your item which must be approved by you before we proceed!

Do you charge sales tax?

Acme Promotional Products currently collects sales tax on orders shipped to Florida.

If your organization is exempt in any of the states where we collect sales tax, please supply your Customer Care Representative with the appropriate tax exemption or resale certificate.

Acme Promotional Products is not required to, and does not, collect sales or use tax in all states, including but not limited to, Colorado, Kentucky, Oklahoma and South Dakota.  However, your purchase from Acme Promotional Products is not exempt from sales or use tax solely because the sale was made via the Internet, phone or other remote means.  Any purchase from us may be subject to the sales and use tax in the state where the product is shipped to, unless specifically exempted.  The state where your order is shipped to may require you to pay use tax to the state agency that administers sales and use tax, as described on that agency’s website.  The state agency may also require you to file a sales or use tax return or other return at the end of the year, reporting all the taxable purchases that were not taxed by the retailer and to pay tax on those purchases.  Please consult the website of the relevant state tax agency for more information.

Can I see a sample?
Yes! We’re happy to send you a sample of an item(s) you’re considering. We send the samples free of charge and in most cases they are yours to keep. Occasionally (for expensive items) we may ask you to return the item so we can keep our prices to you low. Our sample service is intended to help those who are seriously considering an item or are looking for ideas. We reserve the right to refuse to send samples at our discretion (although we don’t usually find the need to!).

Can I order in quantities smaller or larger than those shown?
Most of the time the minimum quantity shown is the required minimum, although we encourage you to call if your requirements mean you need fewer items so we can offer assistance if possible. If you need to order more than the quantities shown please speak with our live chat associates as additional discounts are available. Remember, you can use our patent-pending ‘Glide’ technology to order ‘in-between’ quantities – so you can order exactly how many you need and save money too!

Use of Trademarks
If we use artwork you have supplied to imprint your product, you are warranting that you have unrestricted right and authority to use and distribute that artwork.

Guarantees

Is your ‘On-Time or Free Guarantee’ for real?
Absolutely! If we miss your event because we didn’t ship on the date we agreed with you, your order is FREE. Period.

What if I’m unhappy with my order?
If you’re unhappy with your order because the product is defective or ‘not as promised’ or the imprint quality isn’t ‘spot on’ just contact your Customer Care Representative and we’ll rerun your order or refund your money. We’ll even pay the shipping to get the problem product returned. We are in this for the long-haul and will work with you to be sure you’re 100% satisfied. Really!

Notes about our site

The artwork, designs and trademarks shown on products on this site are examples of the products and imprinting services we offer. They do not represent endorsement by the owners of the artwork, designs or trademarks.

All prices and product information are subject to charge without notice.