FAQ

 

FREQUENTLY ASKED QUESTIONS

 

 

What’s the newest/hottest item?

When your customers or participants receive your promo item, I want them to say “WOW!” and I want them to keep it for a very long time. That’s why my approach is to listen, ask the right questions, and then curate products and packaging based on your brand, your audience, and your intentions. It may not be the “hottest” item that works best for your project, it needs to be the right one. Let’s work together and figure out what that is!

 

How can I make my promotions stand out from my competition?

Sure, I can put your logo on a mug, a pen, or a Pop Socket, but that is not going to set you apart from the rest of the pack. To really get the attention of your target audience I build marketing campaigns and programs that are fun, memorable and strategic. It’s their experience with your brand that will create the positive feelings that keep them coming back.

 

What do you mean by promotional programs?

 They are systematic steps to recognize, motivate, reward, and delight customers or employees. Examples are health and wellness programs, years of service programs, safety programs, and customer appreciation programs. I have automated options, online stores, as well as local fulfillment options for any type of program that you may need.

 

ORDERING

How do I place an order?

The easiest and most efficient way to get started is to fill out our: New Order Form and tell us a little bit about what you are looking for. Or, if you would rather, please feel free to give me a call at 207-233-3390 or email at gwen@logoowl.com.

 

Can I buy fewer than the minimum quantity shown?

In some cases, you can order less, but the supplier often charges a fee for that. Please contact me to discuss your needs. I might be able to find another option for you.

 

When purchasing apparel, can I buy a variety of shirt sizes?

Yes, you can order any breakdown of sizes needed. However, depending on the artwork, there may be additional set up and printing charges to accommodate the imprint areas on say youth vs adult sizes.

 

What is your production time?

This all depends on the item, decoration method, and time of year. I'll let you know at the time of the quote how long it should take to complete your order.

 

Do you have a Rush Service?

In many cases, I can rush an order to meet your in-hands date. Sometimes there is an additional charge for this and sometimes not. Just let me know when you need the order and I'll do my very best to make sure it happens. If you have a tight deadline, we can also expedite the shipping.

 

Will I see a proof before the order is produced?

Absolutely, in fact, it is required for you to approve it before production! Once the artwork has been finalized, I will email you a virtual proof for your approval before the order is sent to production. If time allows, I recommend ordering a pre-production sample, which is the actual item with your logo printed on it. They are a good thing to do to make sure things are exactly right. There will be charges for this service, but the set-up charges are usually waived if there are no changes before full production.

 

What is a pre-production sample?

It is an actual physical sample of the item with your logo printed on it. In most cases, there will be a charge for this, and in many cases, the set-up cost will be waived if you end up placing the order from the sample.

 

What is a set-up charge?

Most products have a set up charge (screen charges, die charges, stitch file creation, etc.). It is important to note that these are NOT art charges. These are charges to create the screen, die, or other necessary items to imprint your specific logo on a product.

 

If I place multiple orders using the same design, do I have to pay the set-up fee for each item?

Unfortunately, the answer is usually yes, unless it is embroidered items. Each product has a different set up process, even if the design or imprint is the same. They each have to be printed on separate machines and at different times. It’s really a lot of work!

 

Can I get samples?

You bet! I am happy to provide your first 2 samples under $15 at no charge if you have a shipping account with UPS or FedEx. Multiple sample requests may incur multiple shipping fees as they often ship from different warehouses. Samples over $15 will be invoiced, as will shipping if you do not provide a shipping account number.

 

Apparel samples are usually free, but ONLY if they are returned in their original condition and in their original packaging within 2 weeks. You will be charged the shipping to get them to you, however.

 

Once you become a loyal customer, you may experience an increasingly lenient sample policy as we continue to work together on future projects.

 

How do I check the status of my order?

I pride myself on keeping in touch with you during every step of the process. You will receive email updates when your order has been submitted and I’ll let you know the approximate ship date. When tracking numbers have been generated, I will forward those on with the delivery date and I’ll also let you know ASAP if there are any issues or delays with your order.

 

ARTWORK AND IMPRINTS

 

What file formats do you accept?

The best format is vector art saved as .ai or .eps files. Please make sure your fonts are converted to outlines! If you received these files from a graphic designer and you can't open them, they are probably exactly what I need! For 4 color process imprints high-resolution Adobe Photoshop files are best. These have file extensions .TIFF, .PDF, or .PSD. Please size to 100% of the actual imprint size or larger and save at a resolution of at least 600 dpi.

 

What if I don't have good artwork?

Don't worry! Send me what you have - even if it's just a sketch on a bar napkin. I'll provide you with a quote to create the files needed for a high-quality imprint.

 

How do I submit my artwork?

Please email it to me at gwen@logoowl.com or text a photo to 207-233-3390

 

I sent an .eps file. Why am I being charged an art fee?

Sometimes the files sent are saved as the right file extension, but they are actually Bitmap images and not "vector". Bitmap images don't look as nice when they're enlarged or resized. If I try to resize a bitmap image, your logo will end up with a bunch of jagged edges. Basically, it will look like something out of a 1985 Nintendo game, but without the retro charm. Therefore, I will need to convert it to vector art and there is an art charge for that.

 

What is a PMS color?

The Pantone Matching System (PMS) is a system that assigns numerical codes to colors. If your brand standards require your logo to be printed with the exact same color every time, I will need to know your brand Pantone color(s). Sometimes there is a color match charge for this service.

 

What is a spot color?

Spot color printing is a process in which each color is printed individually. Pricing is usually based on the number of spot colors in a logo. The spot color can often be matched to a Pantone color.

 

What is process printing?

Sometimes referred to as 4 color process, digital printing, 4CP, or CMYK. Process printing is four different colors of inks (CMYK- cyan, magenta, yellow, and black) printed in layers to produce the desired colors. This process is used for multiple colored images and photographs.

 

The Pantone Matching System Color is more precise than CMYK for logos and branding and the one that is most commonly used for promotional products.

 

Can I use copyrighted or licensed material on my products?

Logo Owl never knowingly reproduces copyrighted material and does not accept liability for copyright infringement when producing orders. Customers are solely responsible for obtaining legal permission for the reproduction of logos, trademarks, and copyrighted material.

 

SHIPPING AND DELIVERY

 

When will I receive my order?

You will be advised of the production schedule and time in transit when the order is quoted. Time is based on business days and will start after the factory proof is approved.

 

What if there is a problem when I receive my order?

I cannot accept returns once the items have been imprinted, that is why you will be required to approve the proof before production so PLEASE make sure you check it over carefully before signing off on it. That said, I know sometimes things happen and mistakes are made. If I am at fault, I will absolutely redo your order. For any other problems that arise, I will work with you to make things right. Please inspect your order as soon as it arrives and let me know of any issues. I want to make sure you are 100% satisfied with your experience!

 

Why did I not receive the quantity I ordered?

For quality control purposes, it is standard in the industry for overruns and underruns to occur within a 3% - 10% range. If you require a specific amount, please ask what the suppliers' range is and order accordingly. With some suppliers, I can request the exact amount, but there is often a fee for that service. You will be invoiced for the quantity shipped.