Frequently Asked Questions

• When does production time begin?
• What file types do you prefer and how do I send it?
• When will I get an art proof for my order(s)?
• I need a new logo designed, what is your rate?
• Do you have stock designs or backgrounds?
• Can you match a certain color I'm looking for?
• How long do you keep artwork for orders?
• I found a lower price with a competitor, what can you do?
• Can I order less than your listed minimum quantity?
• Do I get a discount for ordering more than your highest quantity?
• Do you do custom overseas sourcing of item?
• Can I order items that aren't printed (Blank)?
• Why do you charge a setup fee?
• Is there a setup charge for re-orders?
• What methods of payment do you accept?
• Do you collect sales tax on orders?
• When will my credit card be charged?
• Where do you ship orders from?
• My shipping estimate is too high, what can you do?
• Can I ship on my UPS Account number?
• Can you ship to an international address?
• How can I obtain status on my order?
• I received more/less items than I ordered, do you charge/credit for that?
• Some of my items were damaged, what's the next step?
• Do you offer discounts for re-sellers?

When does production time begin?
Production only begins after payment is confirmed and art proof is approved. Keep in mind it can take 15 business days or longer for standard production plus ground shipping of your order. If you must have it on a certain date, please specify, there may be rush production & expedited shipping options available for an additional fee (please Contact Us for more details).

What file types do you prefer and how do I send it?
We prefer Illustrator .eps, .ai & .pdf files. But we can generally work with anything, just give our art department a call or email: art@thepromohut.com and they'll walk you through. You can also mail us a hard copy or fax us (1-color imprints only).

When will I get an art proof for my order(s)?
All art proofs are normally emailed within the following business day. If it's an urgent order, you should call to ensure there are no issues. Also make sure we have your correct email address, and you should also check your "spam" or "junk" folder - as sometimes our emails end up there.

I need a new logo designed, what is your rate?
Our studio rate is $45/hr. We will provide an estimate before any work is done, and only proceed if you approve. We can design any imprint for free, provided you place an order. If you want digital files of designs you weren't charged for, there may be a minimum fee of $45 at the art departments discretion.

Do you have stock designs or backgrounds?
Many full color items do have stock designs and available background. Some backgrounds are available as a secondary images on the item page. You may also select it as an option if it is available.

Can you match a certain color I'm looking for?
We can do pantone color matching for any Solid Coated/Uncoated PMS Number you can provide. There will be a fee of about $45 for color matching. If you don't have a PMS Book you can also opt to mail us a swatch and we can try to match as closely as possible. A perfect color match cannot be guaranteed and is dependent on the item material and color.

How long do you keep artwork for orders?
We keep digital artwork forever! We have several Terabytes of storage with redundant backups - meaning nothing gets deleted. So if you've ordered from us 8 years ago, more than likely we have your old artwork.

I found a lower price with a competitor, what can you do?
Provided we're comparing apples to apples. If our total price is higher than our competitors all-inclusive price, we will meet or beat the price. We will validate the total cost and make the appropriate decision.

Can I order less than your listed minimum quantity?
Not from the shopping cart. Normally for an additional "less-than-minimum" charge of about $50.00, you can order half of the lowest listed quantity at the highest listed price. Meaning if the minimum is 72 pieces you can order 36 pieces at the 72 piece price by paying the additional charge. Please call us at 888-697-9600 for an explanation and/or placing a lower quantity order.

Do I get a discount for ordering more than your highest quantity?
There are volume discounts for above catalog quantities. Standard production times do not apply to these, and you should call us for a quote. We will require up to 2 Business Days to provide you with a quote. Otherwise you will receive the lowest listed price on the website.

Do you do custom overseas sourcing of item?
If you have time (about 2-3 months), we do have custom sourcing from overseas. This can potentially save you thousands of dollars from online prices for similar items. In order to reap these savings you must order 5000 pieces or more, depending on the item. Please call us with specific info and we'll walk you through it.

Can I order items that aren't printed (Blank)?
Yes you can! Minimum order quantities will apply, but there will be no setup charge. On certain items, the cost will be about 10% less as well. It is best to call or email us with the order info for an estimate.

Why do you charge a setup fee?
Since everything we sell is custom printed, there are additional material costs associated with them. Every print run is unique to the items being printed. The setup fee covers the making of Screens, Plates or Dies. It also covers the labor required to setup/adjust the press for the particular job.

Is there a setup charge for re-orders?
If you order an exact re-order (same item, artwork, size and location) within 365 days, you will receive a 50-100% discount on the setup charge.

What methods of payment do you accept?
American Express, Discover, Mastercard, Visa, and Checks (checks must clear before production time begins). Customers with Approved Terms can also order with a PO. (Please fax, email, or mail the Original Purchase Order)

Do you collect sales tax on orders?
We are obligated to collect sales tax for orders that ship to New York and Nevada. If you are tax-exempt or have a resale certifcate, you will be required to provide us with the info. If items are being shipped to other locations, we do not collect sales tax, but you may be obligated remit the sales tax to the corresponding state.

When will my credit card be charged?
Credit cards are charged in full after the order is confirmed.

Where do you ship orders from?
Depends on the item and availability. Our primary shipping locations are in New York, Florida, Pennsylvania and California. We will use the factory with the shortest distance to the delivery point, to ensure the lowest possible freight cost.

My online shipping estimate is too high, what can you do?
Give us a call at 888-697-9600, and we'll verify. On most occasions we will automatically modify the order if we find estimates to be too high, without any involvement from the customer. In the instance where shipping estimates are too low, we will contact you by phone or email to discuss alternate methods. (This is generally the case for orders weighing more than 250lbs)

Can I ship on my UPS Account number?
Yes you can. Provide your info in the Special Instructions field. There may be a special handling fee for certain items, that will apply.

Can you ship to an international address?
No we cannot. Especially not to Nigeria, so don't bother trying.

How can I obtain status on my order?
You will receive periodic emails specifying the status of your order. You can also check status by logging in with your user name and password and visiting the "My Accounts" link. (You must be a registered user to have this feature available - does not apply for "guest checkouts"). Or you can choose to call or email us for detailed status on your order.

I received more/less items than I ordered, do you charge/credit for that?
If you received less than what you ordered, you must notify us within 7 days for a Credit to be issued. Normally we ship out more than what you ordered, but we will not charge for the extras.

Some of my items were damaged, what's the next step?
Contact us immediately so that we can begin the claim with the shipper. Do not refuse a package, as this will cause further confusion. We may require the items be shipped back or provide photographs of items/package. You may also be asked for a physical count of good vs. damaged. We will either refund the cost of damaged items or issue re-print, at our discretion.

Do you offer discounts for re-sellers?
Yes we do. Once you are established as a re-seller, we will provide you with pricing and info. You will have to call or email us for more details.