Frequently Asked Questions

Are all of the products you offer shown on the website?

The Imprint Store has products that might not be displayed on the website. We are constantly incorporating new items to the website. If you cannot find what you are looking for online, one of our sales advisors can assist you and provide images and pricing for your request.

Will I pay sales tax on my purchases? 

You do not pay any tax on purchases if you are out of the State of California. Only California residents pay tax. In addition, if you provide a tax exempt certificate or if you are a re-seller you do not pay taxes on your purchases. No tax in California applies only to re-sellers who provide proper documentation.

What is your over/under run policy? 

We will always do our best to match your specified quantity as closely as possible, but due to the processes involved, we cannot guarantee it will be exact. As is the standard in the industry, we do reserve the right to ship and invoice within ten percent over or ten percent under the ordered amount.

What is your lead time? 

Lead time will vary with different products. You can find the lead or “production time” under each product listed. This is calculated in business days and does not include weekends or holidays. If you are in a time sensitive situation, please speak with a sales advisor. They will be able to direct you to the items with the shortest lead times, or items that may have a rush option. In some cases, there may be a slightly higher fee to produce items at a faster lead time.

What are set up charges? 

Every piece of equipment involved in screen printing or embroidery requires a certain amount of set up for each new logo it produces. The set up charge covers the time and labor involved to complete that process. You will find these charges are fairly standard in the industry. Once you pay a setup fee for your product, you will not be charged that again for a full two years from last purchase date. Each item has different setup charges and even though you may have paid a setup fee for a pen, that art cannot be used on a different item, so you would have another setup fee. If you re-order the same product your setup fee for that product is waived.

What if I want to order less than the minimum quantity? 

We always strive to be as accommodating as possible. However, in most cases minimums are set by the manufacturer, not The Imprint Store, and are not flexible. Certain items may be exceptions, but at an additional charge. Fees vary depending on the manufacturer. It is not impossible to purchase items for less than the minimum.

Do you have a required format for artwork and how should they be sent? 

• Adobe Acrobat Files (PDF)
• Adobe Illustrator 9 or earlier (Save file as EPS. All fonts must be converted to outlines.)
• Adobe Photoshop Bitmap Image (Minimum 300 dots per inch saved as a TIFF line)
• All Microsoft programs except Publisher. All fonts must be listed.
• QuarkXPress 4.01 or lower (Send original document & export as an EPS. All image files must be included and all fonts must be listed.)
• Standard .jpg file will also be acceptable.

Please specify colors using Pantone Matching System (PMS) for color artwork.
Artwork may either be sent on disk or via e-mail. E-mailed artwork should include customer name, account or order number .Please include this information in the subject line. If sending a disk, it should be labeled with the customer name, account or order number.

What is the Pantone Matching System (PMS)

Because there is such disparity between colors on a computer screen and the actual finished product, the PMS is a very helpful tool for printers. It essentially standardizes colors and gives them each their own number. This enables a customer to find the number of their specific color in the system and order accordingly. The manufacturer can reference the number rather then attempt to match a sample or computer image that may not be accurate.

Can I use copyrighted logo?

We cannot manipulate or reproduce a copyrighted logo. You must own the rights to your own logo and artwork.

What forms of payment do you accept?

We accept Visa, MasterCard, American Express, Discover, E-Check, Wire Transfer, Purchase Order, and Net 30 to qualified customers. After two completed transactions we will automatically open a charge line for you.

What if my card was used without my authorization?

You are responsible to contact your credit card issuer and make the proper claims. We do all we can to protect our customers from credit card fraud and will prosecute any claim brought to us that was not legally authorized. In cases where a minor has used the credit card, the parents are still responsible for those charges.

What if I am not happy with my order?

Before we ever charge a dime on your account, you will be given a price quote complete with shipping cost and a paper proof of your art on the product you are purchasing. Once you sign both documents and fax back to us, you are stating you are 100% happy with your product and approve of the order. You are then fully responsible for your order. If the order has typos, is broken, there is a misprint, or any fault not of your own, then we will either refund your money in full, give you credit, or have your item done again correctly.

What if I find the same items cheaper elsewhere?

We are committed to offering the lowest prices we can. Should you see the same item cheaper anywhere in print or on the internet, we will beat that price so that you are assured the best deal. Should you see the same item cheaper up to 30 days later, we will still beat their price by providing a refund of the difference.

How are my items shipped?

Can I track my order?

Yes, you will receive a tracking number for all your items once your order has shipped.

Can I get samples of the products before purchasing?

Yes, we will be glad to ship you free samples up to $20.00. Should you need more samples, we will review those requests on an individual basis but the basic policy is you would need to place an order to be eligible for more free samples. We can ship out larger sample requests with a small deposit that is refunded once you ship the item back to us.

Do you accept International orders?

We do not accept any international orders at this time.