Frequently Asked Questions

Artwork Questions

What type of art should I send?

We accept any kind of art, as our Professional Graphics Team is here to help! In order to expedite your order, we accept camera-ready artwork (vector files or high resolution -300dpi or better.) All required fonts must be included with your art file if your text is not converted to outlines.

Common vector file types that are preferred are:
Illustrator File .AI
Vector Art File .EPS
Vector PDFs - .PDF

Other image files that are not high resolution that we accept are: .PSD, .TIF, .JPEG, .PNG or .BMP

If you are unsure if your art file will work for the product you select, please contact our Graphics Design Team at artwork@purepromo.com.

Can I specify a PMS color for my imprint?

PMS color matches are available on most promotional products. Just let us know which colors we should be using in the Notes section of the on-line customization tool. However, please keep in mind that in some cases, there is an additional charge for this service in order to get the exact match. In a few instances, there are products where exact PMS matching is not available. Simply contact our knowledgeable Product Specialists at 1-866-978-8700 to help you with this.

What is CMYK printing?

CMYK refers to a 4 color process used in color printing. CMYK refers to the four ink colors used: Cyan, Magenta, Yellow and Key Black. CMYK model works by partially or entirely masking colors on a lighter, usually white, background. 4 color process printing can achieve gradients and a full-color design. Spot colors, such as Pantone colors, cannot be matched exactly in a 4 color process printing.

Are there limits to what I can print?

Although there are minimal limitations to what you can print, we do have a few suggestions. For best results, consider choosing a light color to print on a dark colored product or a dark color to print on light colored products. We also suggest that your design is simplified and text is limited for best readability. Our Professional Graphics Team will always review your art and your order before putting the order into production.

Purepromo.com requests that you respect the intellectual property rights of others. By placing an order on this site, you represent that you have unrestricted rights and authority to use and distribute all logos, text and/or graphics submitted to be made into designs. Purepromo.com reserves the right to refuse to accept orders from customers who have infringed upon or violated the intellectual property rights of others.

If you have any questions with your art, please feel free to contact our Graphics Team at artwork@purepromo.com.

Do you keep my art on file?

Yes! We store your art for FREE with as long as your account remains active so that it is easy to order new items with your existing logo or to place exact re-orders. Any changes to the art will require a new Set-up Fee, which varies by your product selection. When you create an on-line account, you will also be able to see all your saved artwork in our virtual editor.

Can I specify a PMS color for my imprint?

PMS color matches are available on most promotional products. Just let us know which colors we should be using in the on-line customization tool. However, please keep in mind that in some cases, there is an additional charge for this service in order to get the exact match. In a few instances, there are products where exact PMS matching is not available. Simply contact our knowledgeable Product Specialists to help you with this.

Can I see a sample of the product before placing my order?

Yes! We will gladly send you a FREE sample (with a random logo) to try before you buy, except of course the expensive ones! Simply order on-line or contact our friendly Product Specialists at 1-866-978-8700. We reserve the right to refuse free samples.

Can I see a customized pre-production sample before I place my large order?

Yes! Simply contact a Product Specialist at 1-866-978-8700 and for $150 we will get you a real sample with your artwork on it. Some products are excluded and are not made available for pre-production samples.

Shipping and Delivery Questions

How fast will I get my order?

For items indicated with the 24 Hour Rush icon, processing time is expedited. If you place an order by 5pm EST, your order will be processed the next day and ship the following day. Please visit our 24 Hour item selection to see all items we can produce in a jiffy for you!

Tell us your event date and we will work with you to meet your needs. Production times are listed for each item on the site and vary by product and are usually 6-10 days in length. If you need an item faster than the production time indicated, please contact our friendly Product Specialists at 1-866-978-8700 to see if we can expedite your order. We're here to help you succeed in marketing your brand!

Pure Promo will not be held liable for delays in shipping caused by acts of God or other circumstances over which have no control. Shipping and delivery dates are our best estimates and not guaranteed for orders with normal production time. In no case shall Pure Promo be held liable for any consequential or special damages arising from any delay in delivery that is not caused by Pure Promo.

What are "production" days?

Production days are the number of business days it takes to produce your order. Production time begins after your order is processed and you have approved your proof. When you place an on-line order, you will have the option to sign off on the proof and approve artwork. However, orders submitted after 6PM EST on our web site will not be processed until the next day. For your peace of mind, our Graphics Team reviews every order for quality control and accuracy before going into production. If there are any questions regarding your submitted artwork, there may be a short delay in the process. Orders placed by phone will not be put into production until you have approved your proof via phone, email, or fax.

Production days do not include the following:
Holidays and weekends
Shipping/Transit Time – Add the number of days as determined by your chosen shipping method to the production time to get an estimate of when you will receive your product.
Art Prep Time – Our Professional Graphics Design Team is here to help you create camera-ready art. Please add 2-3 days to your production schedule if you choose to use this FREE feature.
Large Volume Orders or Non-Standard Imprints – Please call our Product Specialists at 1-866-978-8700 if you have a large volume order that exceeds our price breaks or if your artwork is complex or you are employing a complex decoration method. Production times and/or prices listed do not apply in these cases.
Payment or terms - These must be met prior to your order being processed and put into production.

What is the status of my order?

When you place an on-line order with Pure Promo, you will be sent an email notification that we rec'd your order and it is being processed. If our Graphics Team has any questions, we will contact you. A tracking update will be sent via e-mail once your order is tagged for shipment.

We received more/less items than I was expecting. Why?

Although we take great care in placing an order for the exact quantity you requested, due to standard manufacturing procedures, all orders may be subject to a 5%-10% over-run or under-run. To ensure exact quantities when placing your order, please contact one of our Product Specialists at 1-866-978-8700. In some cases, additional charges may apply.

Do you ship outside of the USA?

Yes we do. However, perishables, plants and seeds are on a case by case basis. Please contact our helpful Product Specialists at 1-866-978-8700 as they are happy to assist you with this matter.

Can I use copyrighted material?

Pure Promo assumes no responsibility in trademark or copyright disputes. All of the logos used in our catalogs, on our website or in our promotional materials serve only as examples of imprinting techniques and are not meant to be endorsements for any brand. All trademarks are the property of their respective owner and will be treated as such.

Purepromo.com requests that you respect the intellectual property rights of others. By placing an order on this site, you represent that you have unrestricted rights and authority to use and distribute all logos, text and/or graphics submitted to be made into designs. Purepromo.com reserves the right to refuse to accept orders from customers who have infringed upon or violated the intellectual property rights of others.



Payment Questions

What type of payments do you accept?

We accept all major credit cards – VISA, Master Card, American Express, and Discover Card.

For CHECK or MONEY ORDERS: Make check payable in U.S. Dollars to Pure Promo. Mail completed order form and payment to: Pure Promo, 5352 52nd Street SE, Grand Rapids, MI 49512

When do you charge my credit card? Do you require pre-payment?

Once your order is ready to go into production, we "authorize" your card and validate for payment but we do not charge your card or collect the funds until your order ships.

Do you charge sales tax?

All applicable state and local sales taxes will be applied to your order. If you are tax-exempt, please fill out the Sales and Us Tax Exemption Certification at checkout.

Privacy

Pure Promo cares about protecting our customers' privacy. We highly value your trust, and will work to protect the security and privacy of any personal information you provide to us and will only use it as described in this Privacy Policy.

General Ordering Information

Can I change or cancel my order?

If you'd like to change or cancel your order, you must do so before your order is processed and goes into production. Once an order has been placed into production, the order cannot be cancelled as it has been customized to your specifications. To make changes to your order, please contact a Product Specialist immediately at 1-866-978-8700.

What are set-up charges?

A "set-up fee" is a fee associated with the costs to create a screen, die or other necessary items to imprint your logo. Every item has a different imprint area and/or methods of printing so set-up fees vary from product to product and method to method. Rest assured, these are not art fees, as our Professional Graphics Team art services are FREE to you, our valued customer!

Can I order in quantities smaller or larger than what are shown?

Every product has a different minimum order quantity that must be met. However, if you need fewer than what we have listed, we would love to see if we can accommodate you! Please contact our Product Specialists at 1-866-978-8700 to communicate your goals. If we print less than the minimum quantity shown, additional fees may apply. For quantities larger than published, deeper discounts may apply.

Pure Promo reserves the right to update product information and pricing at any time without notice.

Can you get me a product that I don't see offered on www.purepromo.com or in your catalog?

Yes! We pride ourselves on finding custom solutions to fit your marketing needs! Pure Promo has access to over 650,000 promotional products that are sourced world-wide and our Product Specialists are eager to share great ideas and creative ways to make your brand shine. Call us at 1-866-978-8700 today to discuss your promotional product needs.

No-Hassle Return Policy - 100% Satisfaction Guarantee

It is our pleasure to have partnered with you on your road to branding success but if you are not happy, we’re not happy!

Please contact us immediately at 1-866-978-8700 if there is an issue with your order as we will put into effect our 100% Satisfaction Guarantee! If for some reason the product is defective, the imprint quality isn’t right, or if your order arrives later than we promised, simply contact us for a refund or replacement within 10 days of purchase.

Please Note: Returns of custom (items with your logo or artwork) and personalized (items that have a nameplate or are engraved) merchandise are not accepted unless authorized by a Pure Promo representative.

Returns may be accepted on blank order goods only but are subject to a 10-20% restocking fee. This fee is based solely on the fee requirements of our suppliers.

Guarantees

What is your guarantee?

We have a 100% satisfaction guarantee. As your trusted promotional products advisor, we guarantee that your expectations will be met and we take great pride in taking care of our customers! We carefully select items to bring you the best quality for your investment. If for some reason the product is defective, the imprint quality isn't right, or if your order arrives later than we promised, simply contact us for a refund or replacement within 10 days of purchase. We guarantee we can make it right or your order is FREE!

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