EmpirePromos

Promotional Gifts forOutdoor Events
FAQs

Can't find the answers here? Call us at 877.477.6777 and one of our account representatives will be happy to help you.

Ordering

  • How can I place my order?
    You can order online (on the individual product page) or you can call us at 877-477-6667.
  • What happens after I place my online order?
    After placing your order, you will be asked to upload your artwork. Once we receive your artwork, our art department will create a custom Virtual Art Proof depicting your logo on the selected product(s). You will receive your Virtual Art Proof with your order confirmation via email. In order to begin production, you must approve your order and Virtual Art Proof. If we have any questions or concerns regarding the order, we will contact you immediately. We will update you throughout the ordering process, and send you a shipping information sheet (including your tracking numbers) when your order is on its way.
  • What happens if I place an order on the phone?
    You will be registered by an account rep who will generate a quote for you. When you email your art to the rep, a Virtual Art Proof will be sent to you along with a credit card authorization form. Once you have returned the signed form to us and approved the art, your card will be charged and the order placed into production. You will receive an order acknowledgment and a copy of your virtual and credit card receipt.
More Ordering Information Here

Artwork

  • Where should I send my artwork?
    If you place an order online, you can upload your artwork at the end of the checkout process. You can also send artwork, via email, to your assigned Account Representative.
  • What are your preferred file types?
    It's easier for us to work with vector art files, or high-resolution PDFs (300 dpi or higher).
  • What is the difference between vector and raster art?
    In a nutshell, vector art is composed of paths while raster art is composed of pixels.

    The following file types are ALWAYS raster-based:
    .jpg | .gif | .png | .tif | .bmp

    The following file types are OFTEN vector-based:
    .ai | .cdr | .eps | .pdf | .ps | .wmf

    You CANNOT take a file and simply change the extension (.jpg, .eps) to convert it from raster to vector.
    We prefer vector art with text converted to outlines, but we can work with other file types you might have.
  • How do I convert text to outlines?
    If working with Adobe Illustrator, we prefer that you convert your text to outlines- this ensures that your artwork will print exactly as it is submitted to us. To convert text, click on "Type" in the top menu bar. Then, select "Create Outlines" and save.
  • Is my artwork kept on file?
    Yes - we keep your artwork on file to make new projects and reordering quick and easy! We can also make revisions and/or changes to your stored artwork.
More Artwork Information Here

Payment

  • How can I pay for my order?
    Due to the permanency of imprints on custom products, all first-time orders must be paid for prior to production. We accept major credit cards (Visa/ MasterCard /American Express, Discover), company checks, and other legally-recognized forms of payment. We accept purchase orders from government agencies and large organizations. We cannot place orders paid for by company check until your check clears.
  • When do you charge my credit card?
    We authorize your credit card when you place your order, but we wait to charge it until all steps of the ordering process are finalized (including approval of virtual proof).
  • Can you invoice me?
    We offer credit terms to qualified businesses. If you would like to be invoiced, you must fill out a credit application. Please note that it takes up to 10 days to process a credit request.
More Payment Information Here

Rush

More Rush Service Information Here

Samples, Minimum Orders and Blank Items

  • Can I order a sample before ordering?
    Samples will be sent to organizations who are considering a purchase of at least the minimum order indicated on our site. While we are able to provide samples at no charge on low-cost items, we may have to charge you for more expensive items. We will send you a coupon code for the cost of the sample to use with any future order.
  • What is the minimum quantity that I can order?
    The first quantity listed in the pricing column is the order minimum. However, some manufacturers allow ½ of the minimum quantity to be ordered, generally incurring a "less than minimum" charge. Please use the REQUEST QUOTE button for more information regarding minimums on a particular item.
  • What if I only need one item without my logo?
    We are sorry, but we cannot accommodate those requests.

Over/Underruns

  • What if I received more or less than I ordered?
    We make every effort to ship the exact quantity ordered.. However, because our products are produced in bulk, extra items are sometimes imprinted to divert possible quality issues. The number of extra pieces varies per order (5-10%), and you will never be charged for extras. In the rare instance that we ship less than your requested quantity, you will only be charged for the pieces you receive.

Shipping Information

  • How are my items shipped? Can I ship using my own account?
    We prefer to ship using FedEx or UPS. The shipping method is determined by your location, the factory's location, your in-hands date, and budget. We are able to ship third party on your account – please alert your Account Representative (you'll hear from them shortly after placing your order) and they will be happy to help.
  • Can you ship internationally?
    While most of our orders are shipped within the United States, we serve many international clients.
    We usually require that international orders be shipped to a freight forwarder in the U.S. Please contact us at (877) 477-6667 if you are located outside the U.S. or plan to ship the order to another country.
  • Can I ship my order to multiple destinations?
    Absolutely – we generally have to add a drop-shipment charge per additional location. Please contact us at (877) 477-6667, and provide detailed shipping instructions. We'll let you know the cost.
  • What if my shipment is lost in transit?
    We guarantee that we will ship your orders on the promised date. In the rare instance when an order is damaged, delayed or lost after it has left our factory, we will make every effort to resolve the situation on your behalf.
  • How fast will I get my items?
    Standard and rush production times are listed on our website. As a part of the online ordering process, we tell you when you can expect delivery of your items. Once your order has been shipped, you will receive a shipment confirmation with tracking information.