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Artwork

· What kind of art files can I send?

· How do I upload artwork?

· Can I send you artwork after I place an order?

· What if I do not have artwork?

· Do you keep our artwork on file?

· Artwork Approvals

Orders

· Orders

· Changes to orders

· Order Cancellation

· Rush Orders

Shipping & Delivery

· Can I ship internationally?

· Can I ship on my own shipping account?

· Can I split my order and ship to multiple locations

· Shipping

Payment

· What payment methods do you accept?

Privacy

General Ordering Information

· Where are you located and where do products ship from?

· Can I get an order in time?

· How do I place my order?

· Are there discounts for non-profit?

· Do you send samples?

· What is the cutoff time for orders?

· Can I imprint just text on an item?

· When will I get an art proof?

· What is price per item?

· Can you get a better price on an item if the quantity is larger than is offered online?

· Is that the best pricing what it shows on the website?

· How does your price match guarantee work?

· Can I order less than the minimum required quantity?

· Why is there a setup charge?

· Once I place an order, if we want to re-order, do we have to pay a setup charge again?

· Do weekends count as production days?

· What is our Return Policy?

Guarantees

· Price Match Guarantee



Artwork

What kind of art files can I send?

The Art Department prefers to receive digital artwork via email in MAC or PC-formatted EPS, AI files created in Adobe illustrator (version 11/cs or lower) or CDR format files created in Corel Draw. For the best image output, VECTOR ART IS ALWAYS PREFERRED. Any artwork specifying PMS colors must be sent as vector art, no exceptions. All text must be outlined or converted to curves and any placed images must be linked when saved. All art files should be sent to art@smartpromosdirect.com.

 

How do I upload artwork?

All art files should be sent to art@smartpromosdirect.com with the PO number in the subject line. Please include customer name, phone number and contact information in the body of the e-mail. In addition, please indicate on the PO that the artwork has been sent via e-mail. If the art file is too large, we have an ftp address that allows clients to download large artwork files. The art department is not responsible for poor quality or unreadable artwork. Artwork delays will affect production and delivery schedule.

 

Can I send you artwork after I place an order?

Yes you can. Please email the art to info@smartpromosdirect.com and reference your order#. If we do not receive artwork when an order is placed, a customer service representative will follow up to see if we can assist with art creation or in retrieving the art file.

 

What if I do not have artwork?

Our team of graphic designers can recreate any artwork! Just tell our customer service team what you are looking for, the Item#, and the color of the item, and we will email an art proof within 24 hours. There is an hourly charge for recreating artwork, please call and speak to a customer service representative.

Do you keep our artwork on file?

Once an order has been placed, the art remains in our art library. This will make re-ordering much faster and easier for you.

 

 

 

Artwork Approvals:

It is our utmost importance to approve electronic proofs as soon as possible in order to meet delivery dates. If approvals are delayed, rush charges and or expedited freight may be required at the customer’s expense to meet a specified delivery date. Electronic proof must be approved within 24 hours or receipt in order to hold production schedule and inventory, except for rush orders. All artwork that requires typesetting will require an electronic proof.


Orders

Orders:

All purchase orders (PO's) must be in writing on customer's official PO form or company letterhead. The PO must include the customer's name, address, phone number, fax number, item number/name, quantity, unit price, item color, imprint color/colors, ship method, and ship to address, ship date, in-hand date and any other applicable information..

Changes to Orders:

Changes to PO must be made in writing and must be approved by the factory prior to the changes becoming effective. Faxing a request without any confirmation by the factory will not be considered a valid change and customer will be billed for the original order. Customer is responsible for any and all incurred costs prior to change approval. If customer does not receive a confirmation of the change it may not have been received or approved.

Order Cancellations:

Some orders may not be cancelable – contact factory for cancellation policy. When approved, cancellations must be in writing. The customer is responsible for any incurred costs such as set ups, printing, proofs, artwork, packaging and any other expenses incurred by the factory. There will be a charge of 20% of the item cost with a $45 minimum restocking charge for blank items plus all freight costs.

Rush Orders:

Factory charges extra for rush orders, because the factory may need to switch carriers in order to ship on time, 3 rd party accounts cannot be used for rush shipments. Production time starts after all approvals have been received by factory, including credit, art, paper proofs and preproduction proofs.

Shipping & Delivery

Can I ship internationally?

We do ship internationally; please contact our customer service representatives as each case varies depending on the requested shipping destination.

Can I ship on my own shipping account?

Yes you can. On the check out page, there is a field that asks if you want to use your own UPS# or FedEx#. There is also a check box to check if you are going to use your own shipping #. If you decide after placing an order that you want to use your own shipping# and did not indicate as such on the order, please call our Customer Service Department (778-724-1294) or email us at info@smartpromosdirect.com with your order # as well as the shipping account# to use and we will get it changed on the order and the shipping cost reimbursed from what was charged online.

Can I split my order and ship to multiple locations?

That is not a problem. You can enter your shipping instructions on the check out page in the Add Special Instructions to Your Order field near the bottom of the page. Our customer service team will email you shortly after for verification. You can also call our Customer Service Department (778-724-1294) or email us at info@smartpromosdirect.com and we will get it taken care of.

Shipping:

The customer is responsible for all shipping charges FOB factory, postal code. Shipping instructions, shipping method, delivery address and delivery date must be included in the PO . Changes to shipping instructions must be in writing, approved by factory and submitted at least 72 hours prior to ship date as factory may ship early. Factory will not be responsible for delays or additional charges for any unapproved changes. Factory may ship orders out up to 3 days prior to insured unless requested on the PO or in writing. All orders become the customer's property upon factory's delivery to carrier as shipments for FOB factory. Customers should file claims with carrier for any delayed, lost or damaged shipments. The factory will be happy to assist with this process, but the customer must initiate this process within 14 days of shipment. Delays caused by a carrier are not the responsibility of the factory and no refunds, credits or returns will be given to customer due to carrier issues.

Payment

What payment methods do you accept?

Customers can place an order using a credit or debit card (MasterCard, Visa or Money Order), by check, or a purchase order if approved for credit (typically for large corporations, schools or government agencies).

Privacy

All personal information about individual users (name, address, E-mail address, and credit card numbers) is confidential and is used only to fulfill orders from this site.


General Ordering Information


Where are you located and where do products ship from?

Smartpromosdirect is headquartered in Surrey, B.C. we can ship anywhere from Canada or direct from Asia or Europe.


Can I get an order in time?

Smartpromosdirect has been created to accommodate the rush delivery dates. Just let us know what day and time you need the products to arrive to you, and we will work with you get your order there in the most cost effective manner available.


How do I place my order?

Clients can place an order on the website, or over the phone with our customer service department (778-724-1294) or email your orders at info@smartpromosdirect.com, and we will email you an order acknowledgement and send an art proof.


Are there discounts for non-profit?

Smartpromosdirect always helps with any nonprofit organizations. Each case is special and is handled case by case. Please call and speak to one of our customer service representatives.


Do you send samples?

Smartpromosdirect will send samples worth up to $10 if you provide us your shipping account. Shipping on our account please supply credit card information upon placing order.


What is the cutoff time for orders?

Each order is different depending on the type of service that is requested. Once an order is placed a customer service representative will process it right away. If you are requesting a rush order, please call our customer service department (?????) or e-mail us at info@smartpromosdirect.com.


Can I imprint just text on an item?

Typesetting is fine; artwork does not have to be a logo or graphic. We would request if the client would like a specific font to inform a customer service representative.


When will I get an art proof?

Once an order is placed and processed by our customer service department it is than placed with our art department. The art department will email you an art proof with your logo on the item(s) that have been ordered. Client should receive a proof within 24 hours.


What is price per item?

The price per item is determined by the item, # of colors in the artwork, quantity, and the production time you choose (e.g. 1 day, 2 day, 3 day).


Can you get a better price on an item if the quantity is larger than is offered online?

Absolutely, please call our Customer Service Department (778-724-1294) or email us at info@smartpromosdirect.com with the model# and quantity you had in mind, and we will get you the most competitive price.


Is that the best pricing what it shows on the website?

If you are not in a rush, or if you see a better price online for the same item, please contact our customer service department 778-724-1294. We will do the best we can to match or beat any other company.


How does your price match guarantee work?

Our competitor's price is our price! All you have to do is send us our competitor's quote or URL and we will match any competitor's price and give you 5% more product for free!


Can I order less than the minimum required quantity?

It is possible to order below the minimum quantity, but typically there is an extra charge to do to. Please call our Customer Service Department (778-724-1294) or email us at info@smartpromotions.com with the model# and quantity you had in mind, and we will tell you what the cost will be.


Why is there a setup charge?

Each item has its own custom imprint area, and we have to burn a new screen for every order (unless exact repeat). There is a $50 charge for a set up of one color and each extra additional color their will be another $50 charge. Plus there is a running charge if you require more than one color; prices do vary depending upon item.


Once I place an order, if we want to re-order, do we have to pay a setup charge again?

Set up charges are waived on all repeat orders. Smartpromosdirect also waives our set up charge when any program business is switched from another supplier to Smartpromosdirect. Simply show that an order has been produced previously and we will waive the first set up charge and all further repeat set up charges.


Do weekends count as production days?

No, business days are Monday through Friday only.


What is our Return Policy?

We guarantee the quality and workmanship of our products for 30 days from the day you receive your order. If you have a quality concern, please contact Customer Service at 778-724-1294 or e-mail info@smartpromotions.com. No returns will be accepted without a return authorization number (RA#). Defective products or apparel will be replaced promptly. We will not accept returns on merchandise that is delivered as ordered and is free from defects.


Guarantees

 

 

 

 

Price Match Guarantee

Our competitor's price is our price! All you have to do is send us our competitor's quote or URL and we will match any competitor's price and give you 5% more product for free