Frequently Asked Questions

How to contact us for additional help or assistance:
Fill out this contact form on our website, or feel free to email [email protected] and one of our staff will respond typically within 1-2 business days.

Credit Card Charges “imprintengine.com” :
If you see a charge on your credit card from us it is because you or someone from your company purchased products. Please contact us if you are having trouble locating the record of your order.

Returns:
Once an order is placed it will be processed within 24 hours during the normal business week Monday - Friday. After your order is processed we cannot refund or cancel your order.

What kind of order is considered rush?

An order is considered rush when the requested in hands date is earlier than the standard production and transit times combined. If you have an order that needs to be rushed, please indicate this when ordering on the Product page. Additionally, feel free to contact us via email or phone, and one of our staff will assist you on your rush order and indicate if an additional rush fee is necessary.

What is the typical timeline for products?

This depends on the type and quantity of the product. Typically it is 5-10 working days from order approval date to delivery, but some products can take as long as 4-5 weeks. If you need it by a specific date, enter your in-hands date on the product page and call or email us. We will work with you to meet your deadline as best we can. In general, the more time you give us in advance prior to your event or in hands date will enable us to provide better pricing and service on your order.

How long does it take before my order is in production?

We will make every effort to process your order the day that we receive it. However, processing orders may take up to 72 hours during times of high volume.

Can I order a custom product or promotion?

Absolutely! Our staff and designers can work with you to create custom products and print promotions. Our designers & production team can create custom designed products according to your needs that can then be molded, knitted, tailored, or printed to your specifications and needs.

Can I get samples? If so, how much do they cost?

Yes, we do provide blank samples free of cost on most items. If you need a fully branded sample prior to full production, a small sample fee may be charged. However, this fee can usually be waived once full order of the sample product is placed.

Where can you ship to?

We can ship to to anywhere in the United States and internationally. Please note that pricing and transit times may vary depending on your shipping location.

Can you ship an order to multiple locations?

Yes, drop shipping is not an issue. Please let us know the product quantity breakdown and addresses when you place your order. Please note that additional drop shipping fees may apply to your order.

How do you price your products?

We make it easy for our clients. Our products are priced to include any and all additional costs with the exception of taxes when applicable.

Is there a minimum I have to order?

All products, including but not limited to apparel, do have a minimum order quantity that varies. If you do want less than the minimum (LTM) contact us and we will provide you with an estimate based on your quantities. Less than minimum (LTM) orders usually incur higher pricing than our published minimum quantity pricing. All printed apparel products have a minimum of 24 pieces. Embroidered products have a minimum of 12 pieces.

Who should I contact if I need a custom quote?

Email [email protected] or call us 800-696-1419 and someone will contact you. You can also reach out to us via our Contact Us page with your request.

What do I need to provide in order to receive a quote?

When sending in a request please send as much information as possible.

Such as the following:

  • What specific items you are looking for – including quantities, color(s), and product SKU(s) if possible
  • When you need the products delivered or if there is a specific in-hands date
  • Ship to address (if multiples please provide each shipping address)
  • Logo and any brand guidelines may you have
How long does it take to get a quote back?

Usually we are able to do so within 1-3 working days from the date we receive the request. This timeline may vary based on each quote.

I’m not familiar with how to order products and don’t know where to start, is there someone who can help me?

Our team is knowledgeable and positioned to assist you throughout the entire ordering process. We will gladly help you every step of the way to make the experience as smooth as possible. Feel free to utilize our Live Chat Support or reach out via our contact form. Another option is by phone during our normal business hours Monday to Friday, 8:00 AM to 5:00 PM (CST).

I don’t have a logo or I want to update my current one, can you help?

Our design team is here to help with your design needs. We are able to help re-design logos or even help create a new one from scratch. Our primary goal is to provide you with the assistance that you need in order to make your campaign or design a success.

How many colors can my product have?

This will depend on the application. Some products have a limit on how many colors can be used, other products allow for as many colors as you choose. This is something that our art and production team can assist you with.

What file formats should I send in for artwork?

We typically use vector files for artwork, those formats are typically either adobe illustrator (.ai), a vector version of adobe portable document format (PDF), or Encapsulated PostScript (.eps). If you do not have the ability to create vector artwork our team can trace the designs from a Joint Photographic Experts Group (.jpg) or Portable Network Graphics (.png). We recommend using Portable Network Graphics (.png).

What are vector files?

Vector files are a not compressed or rasterized. Vector images are created from paths that are composed of lines and cubic Bézier curves, this gives you the ability to have curves in your paths, these paths comprise the image you create and allow for scaling of that image to any size. The paths can be filled, stroked or used to clip out portions of an image. Here’s some additional information on Vector Files.

Where can I find print templates for printed promotions?

Our designers have created print templates that include detailed instructions, the example below shows an example of one of our templates and the information we supply for print promotions:

  • SAFE AREA: Blue Line
    Keep all important text and graphics within this area.
  • CUT LINE: Pink Line
    This outline represents the finished and cut size.
  • BLEED: Black Line
    Make sure to extend the background images and colors all the way to the edge of this outline.
  • IMPORTANT NOTES:
    • Please outline all text or provide font files.
    • Make sure to embed, rasterize or provide files for images and linked graphics.
    • Send final file as an Ai (Adobe Illustrator) or Vector PDF.

For any other general or art related questions please visit our Contact Us page.