Office Location

6015 Twin Coves St Dallas, TX 75248-3858
Phone: (866) 980-1173




We hope that our list of Frequently Asked Questions provides the simple answers you are looking for. If not, please do not hesitate to contact us to get the quick answers you need.

Pricing & Payment

What is the usual UNIT price or LIST price?

Unit or List price is the catalog or sales price PER UNIT. These prices are determined by the supplier/manufacturer of the item in question and are usually based on competitive market prices and on quantities ordered.

What are the standard minimum order quantities?

Standard minimums vary per supplier. The standard minimums are those seen on the website. Less than minimum quantities CAN be ordered in some cases for an additional one-time fee.

What are the standard SET UP charges?

Setup charges vary by product. Please refer to individual product detail pages. Set-up charges are a one-time per production cycle fee. Set-up charges may sometimes be waived or reduced for REPEAT orders.

What payment options are available?

You can choose to either pay our Invoices online FREE of charge via Payment Network, or you can mail a Check as your form of payment.

Payment Network offers you the following benefits: You can schedule the payment for any date you wish. You will save the time and effort of writing a paper check and can track your payments with instant email confirmation alerts. Also, your bank account details stay private. We get the money you send us, but we never see your bank account information.

You may also use any major Credit Card as form of payment (Visa, MasterCard, Discover or American Express). Credit card convenience fees may apply.

Is there Sales Tax added to my order?

In accordance with state and local tax laws, we may be required to charge sales tax on your order. If you are a tax-exempt customer, you need to provide proof of your tax-exempt status prior to placing your order. If you have questions about your tax-exempt status, please contact us at 1-866-980-1173. You may FAX your tax exemption documents to 972-385-9009.

Placing an Order & Order Details:

How do I place an order?

E-MAIL: You can email us at Please be sure to include the item CPN # as found on our website , item color, quantity, imprint color, date that the item is needed, and “ship to” address. Please include your artwork in vector format if you have it, or specify artwork requirements that you would like us to assist you with. An account specialist will soon get back to you to review the details of your order.

PHONE: Your order can be placed directly by calling an experienced member of our Sales Team. Contact us at 1-866-980-1173. There are many variables involved when ordering custom printed promotional products (in hands date, item color, quantity, imprint color, font size/type, logo placement), and we have found that speaking to our team directly when placing your order is the most effective method of assuring the accuracy of your order.

ONLINE: Request inof or even add an item you have found on our website to the shopping cart. Simply fill out the forms with the necessary information, and your order will automatically be sent to an experienced sales representative who will then contact you to answer questions about a product, provide a quote, or to review the details of your order.

FAX: Your order can be be faxed to 972-385-9009. Please be sure to include information relevant to your order such as the item # as found on our website , item color, quantity, imprint color, date that the item is needed, and “ship to” address. An account specialist will soon get back to you with a confirmation of the receipt of your fax, and to review the details of your order.

What kind of paperwork is required to place an order?

When you are ready to place your order using one of the above methods, you will be provided with a formal ORDER APPROVAL FORM – ESTIMATE via e-mail. you will then have to confirm your order approval by signing and dating this document. Please review your order carefully before approving it.

Production will not begin until order and/or artwork approvals are received on our end. Late approvals from customers may delay your shipment, they may require expedited shipping methods, or in some cases, rush production charges.

Can I get a RANDOM SAMPLE of the product before I order?

Yes, we can send you a sample of the actual item you are looking to purchase. Most items are available with either random logos or blank. We offer 2 samples free of charge per project.

Can I receive a LIVE pre-production sample with my logo for approval prior to production?

In some cases, Yes. To receive a pre-production sample, you must request a sample at the time you place your order. Charges will apply for pre-production sample + shipping; these depend on each particular product and supplier. Delivery time on your order would begin based on when the pre-production sample is approved.

What if I receive more or less units than I ordered?

We strive to ship you the exact quantity you ordered for every product. However, due to occasional variations in the identification process, an overrun or under run of an order quantity may occur. We reserve the right to ship and invoice up to ± 5% of the original order quantity.

What if I’m not sure about the product color or imprint color?

Product colors are reproduced as closely as possible throughout the process. However, actual colors of products or identification processes may vary. The colors are to be used only as a guide; please contact us if you have specific color requirements.

What if I want a larger quantity than those listed on the site?

You can contact us at or fill out the information on the CONTACT US section of our website for a custom quantity quote.

What is your return policy?

Since all of our products are personalized, we are unable to accept returns. If you feel your order was produced incorrectly, please contact us within 10 days of the invoice date. If it is determined there is a material or manufacturing defect with your order, we will issue a returned goods authorization and accept your return and repay your freight costs. We regret but we cannot accept returns based on defects discovered after you have a third party apply additional decoration or if a claim is filed after the 10-day review period.

All claims for shortages, loss or non-delivery must also be made within 10 days from the date of the invoice. Claims for damages in transit must be made with the individual carrier when you receive the shipment, so please save or photograph all shipping cartons and damaged goods for inspection.

What are Cancellation Policies?

Cancellation policies vary from supplier to supplier. Orders canceled before actual production has begun require written notice and are subject to approval by Promote in Tandem. Fees may apply to orders that have been processed by our supplier and/or have had a proof generated and sent to client.

Art & Decoration

What type of file formats can I submit?

Artwork must be submitted in VECTOR FORMAT: Vector artwork is generally created in a program such as Adobe Illustrator. In short, it is a way for us and our suppliers to be able to scale the image up or down without loss of quality (aka: the artwork looking “fuzzy” or “pixelated”.) Generally, they are saved as a .EPS, .AI, or .PDF. If in doubt, send it to us and we will let you know if we can use the file.

For Dye Sublimated or Full Color Digital artwork that allow for non-vector art, please be sure they are saved as a HIGH-resolution JPG, TIFF, or PNG at least a 300 DPI.

Digital artwork may be emailed to Please include your name, company, and order number/estimate number in the body of your email so we can link to your order.

Can your graphic artist help me design a new logo or convert my existing logo to the appropriate file format?

If artwork is NOT in vector, or you require a design to be made specially for your project, our art team can make that happen for you for a slight fee. Quotes are based upon time estimated to create your design, and are available upon request.

What is the art charge?

There is a ONE-TIME art charge per project to convert your artwork in a vector usable format if you do not provide it that way, OR to design new artwork for your project or company. Your one-time art charge allows you to use this artwork on any other product or re-order as long as the artwork remains the same. The one-time charge varies and will depend on the complexity of the job at hand. Prices tend to range between $35 up to $90+, depending on time spent on each project. A quote for artwork design will be provided prior to beginning each project. Note: multiple logo designs, even if they are used in one collage, will be treated as individual images and will each require an art charge.

Can I use my own PMS color (Pantone Matching System)?

In many cases, Yes. Many suppliers provide PMS color matching unless otherwise stated. If PMS color matching is not possible on an item, the closest available color will be selected or suggested. Some additional charges may be incurred for a specific PMS match.

Can I see a pre-production artwork PROOF prior to production?

Most suppliers do provide an e-mailed proof prior to production. In some cases, there is an additional charge for this proof but in other cases the proof is free of charge (this is at the discretion of each one of our suppliers). Production is usually put on hold until the customer approves proof.

Shipping and Delivery

What are usual production and delivery times?

All delivery times are scheduled AFTER art/logo approval. Delivery date is subject to confirmation 24-48 hours after order placement for each item. Delivery schedules are based on supplier requirements and vary by product, so please refer to individual product detail pages or contact us to find out more information about shipping and tracking of packages.

All shipments are via UPS or FedEx ground unless otherwise specified. However, you may choose another shipping option. Freight charges will usually be added to the FINAL invoice.

What happens if a product is back-ordered?

We make every effort to ensure the products quoted are in-stock and ready for decoration/printing. Occasionally, due to circumstances beyond our control, the supplier’s or manufacturer’s stock of a certain product may be depleted. When this occurs, we will contact you with a revised ship date. If this revision does not meet your needs, we will do our best to offer you a comparable product as an alternative to the one you ordered.

Can I place a RUSH order and receive it quicker than normal production time?

Some suppliers allow for RUSH production of certain products. Additional costs will apply and some suppliers may apply rush order restrictions. You may also choose to use expedited shipping. We will do everything possible to meet your deadlines and assist you with rush orders. Rush charge and expedited air freight will be applied to your final invoice.

Can I have my order shipped to various addresses?

Yes, simply let us know you wish to schedule several “drop shipments” at the time of placing your order. Please specify each shipping address & recipient when placing your order. Additional handling costs may apply.

General Information:

Can I speak to a live representative or sales person?

Yes, we would love to speak you! You can contact us at 1-866-980-1173 or e-mail us at

Our regular office hours are Monday through Friday from 8:30 a.m. to 5:30 p.m. Eastern & Central time.

Can someone help me find an item or design a custom project?

Always! We have an amazing Sales Team dedicated to finding the best quality products your company or event. Just give us your project specs and we will email you a PDF “menu of ideas” to choose from. Our special-order options are also endless. We pride ourselves on individualized consulting and creative design solutions. Our online and catalog options represent only a sampling of the products we can source and produce for you. We have unmatched purchasing power with access to over 4,000 industry vendors and more than 900,000 products. We can offer products proudly made in the USA or sourced overseas. Please contact us at to begin the custom order process.

Can I order a print catalog from a particular supplier or line of products?

Yes. Simply email us at or fill out the information in the CONTACT US section and SPECIFY your catalog request in the “Comment” section.

How can I find out about special offers?

To receive exclusive information about special offers and deals, email to be added to our special offer list.

Terms and Conditions of Sale


All orders are subject to written acceptance. All sales are subject to our standard Condition of Sale. Orders canceled before actual production has begun require written notice. Orders that can be canceled are subject to charges for all costs of processing and make-ready preparation that may have occurred prior to receipt of cancelation notification. We are not liable for non-fulfillment due to strikes, fires, weather or other causes beyond our control. We are not liable for consequential or special damages due to any delay.