Orders & Products
Q1: What types of promotional products do you offer?
A: We specialize in a wide range of business and promotional gifts, including custom apparel (t-shirts, polos), drinkware (mugs, tumblers), writing instruments, tech accessories, bags, and corporate gifts. Browse our categories online or contact our sales team for custom ideas.
Q2: How can I place an order?
A: You can place orders directly through our website by adding items to your cart and checking out. For bulk orders, custom quotes, or complex projects, we recommend contacting our sales team at [sales email/phone] for personalized service.
Q3: What is your minimum order quantity (MOQ)?
A: MOQs vary by product. Many stock items have no minimum, while custom-imprinted products typically have a minimum (often 25-50 units). Contact us for specific product requirements.
Q4: Can I get a sample before placing a large order?
A: Yes, sample requests are often available for a fee, which may be credited toward a future bulk order. Contact your account representative to arrange a sample.
Q5: How long does production and shipping take?
A: Lead times vary:
-
In-Stock Items: Typically ship within 1-3 business days.
-
Custom Imprinted Orders: Production usually takes 5-15 business days after artwork approval, plus shipping time.
-
We provide a project timeline with every quote. Rush services may be available for an additional fee.
Customization & Artwork
Q6: How does the customization process work?
A: Our standard process is:
-
Consultation: Share your idea, budget, and quantity with our team.
-
Quote & Proof: We provide a detailed quote and a digital artwork proof for your approval.
-
Production: Upon your deposit and final approval, we move to production.
-
Delivery: We quality-check, pack, and ship your order to you.
Q7: What artwork file formats do you accept?
A: We prefer vector files (.ai, .eps, .svg) for the best quality. High-resolution .pdf, .png, or .jpg files (300+ DPI) are also acceptable. Our team can assist with simple graphic adjustments.
Q8: Who owns the rights to the artwork submitted?
A: You retain all rights to your original artwork and logos. By submitting artwork, you grant Promo Source Direct a limited license to use it solely for producing your order. We never reuse client artwork without permission.
Shipping, Returns & Payment
Q9: Where do you ship? Do you ship internationally?
A: We primarily ship within the continental United States. Please inquire about shipping to Alaska, Hawaii, or international destinations for specific rates and options.
Q10: What are your shipping costs and carriers?
A: Shipping costs are calculated at checkout based on order weight, destination, and service level. We partner with major carriers like UPS, FedEx, and USPS. Account customers may have negotiated rates.
Q11: What is your return and warranty policy?
A: We stand by the quality of our products. If you receive defective or incorrect items, please contact us within 7 days of delivery. Due to the custom nature of most orders, we generally cannot accept returns of personalized items unless they are our error. See our full Terms & Conditions for details.
Q12: What payment methods do you accept?
A: We accept major credit cards (Visa, Mastercard, Amex, Discover), PayPal, and ACH/wire transfers for qualified business accounts. Terms (Net 15/30) may be available for established customers upon credit approval.
Account & Privacy
Q13: How do I create a business account?
A: You can register for an account directly on our website, or contact our sales team to set up a business account with potential benefits like tiered pricing, order history, and simplified reordering.
Q14: How is my personal and payment information protected?
A: We take data security seriously. Our website uses SSL encryption. Payment details are processed through PCI-DSS compliant payment gateways; we do not store full credit card numbers on our servers. Please review our Privacy Policy for full details.
Q15: Can I opt-out of marketing emails?
A: Absolutely. Every marketing email we send includes an "Unsubscribe" link at the bottom. You can also contact us to update your communication preferences.
Contact & Support
Q16: What are your customer service hours?
A: Our team is available Monday through Friday, 9:00 AM to 5:00 PM EST.
-
Phone: [Your Business Phone Number]
-
Email: [Your General Support Email, e.g., info@promosourcedirect.com]
-
Contact Form: Available on our website.
Q17: Do you have a physical location or showroom?
A: Yes, our office and warehouse are located at [Your Business Address]. Appointments for consultations or to view samples are welcome.
Q18: Do you work with distributors, brokers, or charities?
A: Yes! We have special programs for promotional products distributors, corporate gift brokers, and non-profit organizations. Please contact us for more information on partnership opportunities and potential discounts.