Frequently Asked Questions

Due to changing manufacturer costs, we reserve the right to update prices without notice. Be sure to get your custom quote prior to ordering to verify pricing.

ARTWORK

How do I submit my art work?

You can submit artwork through our website either with the product that you are looking to get a quote on or through our contact page portal. Upload your artwork when prompted on the product inquiry form. You can also email us HERE.

What type of files do you accept for artwork?

Ideally in order to print as clearly as possible, we need vector artwork in one of the following versions: pdf, eps, jpg, tif, gif. Your graphic designer should have something like this on file for you. If not, we can help recreate the artwork for a fee.

What if I don’t have artwork?

If you don’t have artwork, talk to us! We can work together to create new art, whether it’s a new logo, flyer, brochure or new art to go on one of the items that we produce, we have you covered. This is another one of our specialties!

Can I imprint on more than one location/more than one color?

Yes, with many of our items we can imprint full color and more than one location. Just be sure to ask!

Can I use PMS colors for my imprint?

Yes, you can! Just be sure to include that to us with your initial order so that we can include it on your proof before you approve it. Additional fees can be incurred for a PMS color match.

Can I see a proof before an order prints?

Yes, ALWAYS! You must sign off on a proof before anything goes to production.

How long do you keep my artwork on file? 

We always keep artwork on file for at least 2 years after your order. Anything after 2 years must be resubmitted by the customer.

Can I imprint copyrighted/trademarked material?

When submitting artwork to us to be imprinted on any product order, you are verifying that you have full and unrestricted rights to use, print and distribute that artwork.  We shall not be held liable for the unauthorized, improper, or illegal use of any logo or trademark that is applied to promotional merchandise purchased through REP Promo. We reserve the right to refuse printing of any artwork that may be deemed inappropriate, vulgar, or offensive by our company standards.

Shipping & Delivery

What is the status of my order?

You can either login to see the status of your order or contact us directly through chat, email or phone. See contact page for details.

How long is turnaround time for my order?

Each order is different. We can send over rush options if you are in a hurry. If you are ordering in advance we usually suggest anywhere from 2-4 week turnaround time after proof approval, sometimes sooner, sometimes longer. It all depends on the item and how many color imprint and locations on that item! Your account manager will go over details with you.

Can I ship my order to more than one location?

Yes, you can split ship your order. We will need to custom quote to the different locations. 

Can I use my own shipping account?

Yes, you can. We often use UPS and Fedex shipping if you would like to provide your account number to use for your order. Otherwise, we will add shipping charges directly to your invoice.

I need my order asap! Can you expedite orders?

Usually if it’s in stock we are able to rush an order as well as expedite the shipping for an additional fee. Ask your account manager for details. 

Due to Covid, we are not responsible for items held up by the post office, Fedex, UPS or any other shipping carrier. It is highly recommended that you order in advance with enough time to receive your items. Of course, we will do everything we can to help with that process and advise of expected production and delivery times! 

 

Payment

How can I make a payment?

We accept payments by Zelle or credit card only via Paypal invoice, which we will send once you approve your quote.

When do you require payment?

Once you approve your quote and submit your order we require full payment so that it can move to the proof stage and then production.

 

General Ordering Information

Can I order a sample?

Yes, you can see a blank or “example imprint” sample before ordering. We can send up to 3 free samples of any item under $10. You just have to pay the shipping fees.

Can I see a physical pre-production sample with my imprint before I place my full order?

Yes, all orders receive a paper proof to be approved by the customer (you) before anything prints. If you would like a pre-production, physical sample with your imprint on the actual item first, we are able to do that too! You just need to pay the set up charges and shipping fees associated with that product. The set up fee will later be deducted from your final order. Be sure to account for additional time to do this and receive your final order on time. Ask your account manager for details and timeframes. 

Can I order smaller or larger quantities than listed?

Yes, you can usually order a “less than minimum”. Sometimes there might be a small fee associated with that depending on the item. If you have a larger quantity than shown, please contact us and we will custom quote it for you. 

Do I have to pay set up fees again if I reorder?

If it is an EXACT repeat order, you will not pay set up charges again for 2 years. After 2 years, you might have to pay a reset fee, depending on the item. If anything changes on your imprint, that will be considered a new imprint and you will have to pay the full set up fee.

Can I cancel or change my order?

Once you submit your order and approve a proof, there are no refunds, changes or cancellations.

What if there is an issue with my order?

Please contact us directly and we will work with you to see how we can fairly resolve any issues. Our customers are #1 to us and we want your experience to be a good one always!