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Frequently Asked Questions

Where is your company?
ImprintGuy.com head office is located in Owen Sound, Ontario, Canada.

Where are your goods made?
Although we are 100% Canadian owned and operated, some of our promotional products are manufactured in our facility in China. This allows us to provide you with the best possible pricing on all of your promotional products.

What does this mean for you?
1) This means that you will always be able to call us toll free 1.855.545.3646 direct in North America to talk to one of our live North American agents.

2) You **might** have exposure to import duties. This is a fee that may be assessed by Customs Canada, and is beyond our control. We are unable to reimburse you if these fees are assessed by Customs Canada.

Can I get a quotation?
Yes you can….the best way to get a quote is by going through the online ordering process. This process will provide you with real time pricing and estimated delivery dates. This process should only take a couple of minutes and our website is very user friendly. However, if you need assistance throughout this process please call us toll free at 1.855.545.3646 and one of our live North American agents will be happy to answer all of your questions.

What are your promotional products made of?
All of our promotional products are made from the highest quality materials in the industry. We always try to use recyclable and eco friendly products where possible to help promote a sustainable environment.

What is your minimum order quantity for promotional products?
Since we manufacture a wide range of promotional products the MOQ’s will vary depending on what product you choose.

What is your turnaround time?
From the time you approve your order we can get product into your hands very quickly. Standard turnaround is 7 business days for production and 7 business days for shipping. However, we do have a rush production and rush shipping option. If you have any questions on a specific delivery date, please email us for more details sales@imprintguy.com.

Can I order custom sizing not listed on the website?
Yes you can. If you a special order for promotional products please call us toll free 1.855.545.3646 or email us sales@ImprintGuy.com and one of our friendly customer service managers will be happy to find a way to fulfill your promotional product needs.

Can I place my order online?
Yes you can. The fastest way to place your order is to place it online. If you require assistance please call us toll free 1.855.545.3646 or email us sales@ImprintGuy.com.

I need to make a change to the order that I placed.
Once your order has been placed our art department will provide you with a digital proof of your order within 12 business hours. If there are any changes that need to be made you can reject the proof and request changes at that time. Please note that once the order has been approved no changes will be permitted.

Is your price the lowest?
Our imprintguy family is constantly working for you to offer the lowest prices in the industry. We search the globe daily to find ways to save you money while always providing the highest quality promotional products in the industry.

Artwork

Can I put a logo or message on my promotional products?
Yes, we encourage you can upload your own logo. Please note that all logos must be in the following formats for production (.png .jpg .gif .ai .pdf .eps .tiff) to ensure the highest quality resolution. If you need help with your logo format our design department is at your disposal for a small fee.

Why is the color of actual products not exactly the same as the proof I approve?
The colors of the proof as shown are approximate and will differ on each computer monitor. We use the PANTONE color number for mixing colors.

Can I choose a custom font?
Yes, you can select the "other" option from the font list when you place the order and type the font you would like to use and we will use that font. Please use the following link for custom web fonts. http://www.google.com/webfonts. If you have a custom font you will be required to provide the custom font file. It can be emailed to artwork@ImprintGuy.com, please reference the order number.

Are there limitations to my design?
In most cases the only limit to design is your imagination. The more creative you are the better.

Digital Proof

Can I see any proof or sample before payment?
Absolutely, we will email you a FREE digital proof for you to sign off on prior to production.

Will I be charged extra if want to change the proof before confirm the order?
The first two revisions to your proof are provided at no charge. Additional revisions are billed at $15.00 per revision providing the revision is not required as a result of an error on our part. Please note that if you have paid for an order and choose to cancel your order prior to approving and we have already provided you with a digital proof you will incur a $15 artwork fee that will not be refunded.

What is a digital proof?
A digital proof is a digital image of the promotional products that you have requested with your logo on it. We will show you an image before we start production. You can make as many changes as you like to the digital proof until you are satisfied (additional charges may apply, see above).

How can I confirm to the proof I received?
Please use the form provided on the page where you are looking at your proof to approve your proof.

Refunds/Cancellation

What if I need to cancel my order?
If the order is not in production then we will cancel your order. If the order is already in production stage then the order cannot be cancelled due to the mold and material cost that we have already incurred.

What happens if there is a mistake with my order?
If there is a production error we will redo the band without hesitation.

Payment Information

What methods of payment are accepted?
We accept following credit cards: Mastercard, Visa and American Express. Purchase orders are accepted for schools, certain non-profit groups and government organization. All credit card payments are processed on our behalf by PayPal.

Shipping/Production

What is the freight?
The shipping cost will be provided to you in the order now page. The shipping cost varies according to the quantity you order.

Do you ship to APO/FPO addresses, or to a PO Box?
Regrettably, We can only ship to physical addresses.

How long will it take before I receive my promotional products?
When you place your order it will give you multiple options on delivery times. Please note that the delivery dates are estimated, we strive to deliver your product as quickly as possible,however we cannot take responsibility for delays within the shipping network (FedEx, DHL or UPS)

How accurate is your delivery date?
Please note that the delivery dates are estimated, we strive to deliver your product as quickly as possible,however we cannot take responsibility for delays within the shipping network (FedEx, DHL or UPS)

Tracking

How can I track my order?
We will provide you with a tracking number once the order has left our factory.

Other Questions

How can I trust your company?
We have been in business for over 3 years. We have been the leading provider custom promotional products with 1000’s of loyal customers. Here are some reason that can bring trust to our company. We tell customers to pay by PayPal so that if there is any issue with their order then they can simply dispute the order with paypal and their payment will be secured since PayPal offers a 100% satisfaction guarantee to its customers.

Are there any hidden fees?
Our company is completely transparent on exactly what we charge our customers. You will not be charged anything besides what your order total states.

I want to find out about your promotional products and if you deliver worldwide?
Yes, we ship worldwide everyday.

How do I know that this website is secure?
The website uses 256 bit encryption where any data transferring from and to the website is fully secured. Click on the SSL Verified logo on the home page (at the bottom of the page) for more information on the SSL Certificate.

If you have a question that was not answered here then feel free to call us at (855)545.3646 or email us at sales@ImprintGuy.com and we will get back with you within 24 hours.
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