FAQs | Eco Promotional Products, Environmentally and Socially Responsible Promotional Products

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What types of payment do you accept?
We accept VISA, MasterCard, and American Express, personal checks, company checks, money orders, cashiers checks, wire transfers, and company purchase orders with approved credit. Please contact a Customer Service Representative for credit approval, 1-877-326-9467. Credit card orders shipped to a location other than your billing address may require additional verification. All prices on the Eco Promotional Products, Inc. site are quoted in U.S. currency, and all orders must be transacted in the same.

Do I have to pay sales tax?
Sales tax is collected only on shipments to Illinois and California.

When will my card be charged?
Your card will be charged once the sale goes through on the website. If you are placing an order directly through us and not through the website, your card usually gets charged once your items ship.

What happens after I place my order?
An EPP customer service representative will review your order, in-hands date, and artwork and contact you with any questions. You will you will receive an email confirmation within 24 hours. Once your order and artwork ha ve been confirmed, our art department will set up your proof. This virtual proof will be emailed to you. Production will begin upon approval of this proof. A tracking number will be emailed to you once your order has shipped. After it ships, we will send you an invoice via email. If you paid with a credit card, it will be charged at this time. We will keep you informed as to your order status throughout the ordering process.

How long will it take to get my order?
Each order will be a little different and will depend on the product, the artwork, the quantity, and type of imprinting method. Each product lists the number of working days from art approval under “Production time”. Add proof time (24-72 hrs.) and shipping time (3-5 days), depending on location, to this production time to estimate timing. A typical project will take an average of 2-3 weeks from order date to delivery date.

What if I need an order sooner than the time listed?
We will work with you to provide the best options to meet your in-hands date. There are some products that ship faster than others. In some cases a rush fee can apply as well as additional costs to expedite shipping. Please call us at 877-326-9467 so we can make the best suggestion based on your deadline.

How can I find out the status of my order?
Just call 877-326-9467 or email us at info@ecopromotionsonline.com. Please have your order number or customer name handy, and we can answer your questions immediately.

I don't know exactly what I want. How do I decide?
No problem! Think of us as your eco-friendly personal shopper. Let's talk about your project or your event. Who is your audience? What is your budget per piece? Tell us what you want to accomplish with your promotion, and we will suggest just the right product for you.

What if I don’t see the products I’m looking for?
Eco Promotional Products has access to so many eco-friendly products! If you’re looking for something specific and don’t see quite what you’re looking for on our site, give us a call and we’ll be glad to offer suggestions.

Which shipping methods do you use?
UPS Ground is our standard and preferred shipping method. FedEx or UPS 3-Day, 2-Day , and Overnight are also available for expedited shipping.

Can I ship the order on my UPS or FedEx account number?
You are more than welcome to use your own UPS or FedEx shipping account number for most of your freight charges. There are a few instances when you will not be able to use your shipper number. This is something we will let you know right away. Please note, if you choose to use your shipper number, you must supply us with a shipping account number before the order is finalized.

What is a set up charge?
In order to imprint an item, our production facility must translate the artwork into a usable format for their machines, such as a screen or die, depending on the decorating technique used. This process is referred to as “set-up”. Set-up fees vary depending on the item and are listed on each product page. On most items, a 1-color, 1-location print is included with the standard set-up fee. Additional set-up fees may apply for multiple colors and additional locations. For some products, there is no charge for set up.

Is there a standard minimum ordering quantity?
Minimum order quantities vary by product.

What are the requirements for your 48 Hour Rush Service?

Order must be clearly marked 48 Hour Rush under “Additional Information” and include in-hands date.
Imprint available as 1-color, 1-location only, unless otherwise specified.
Order must be received before 2:00 pm CST, Monday through Friday.
Artwork must be submitted production-ready in vector form, all fonts converted to outlines (.ai or .eps format).
No proof will be provided. If we see there is an issue with your art, we will notify you.
Full Color, engraving and embroidery not available on selected products.
No less than minimum posted quantity orders accepted.
During peak production holiday seasons, rush services may not be available.
48 Hour Rush applies to production time only.
Default shipment is ground service. If you need to expedite shipping, please select the appropriate option online. If placing the order directly through EPP, please specify expedited shipping method.
Ground shipping can take between 1-5 working days, depending on location shipped to.
Orders ship Monday through Friday, not on federal holidays or weekends.
Must be credit-established account in good standing, or provide full credit card information with P.O.
We recommend either calling in your order or following up your order with a phone call to make sure that your item is in stock.

What is acceptable artwork for my products?
Most artwork will need to be vectored art: Adobe Illustrator files (vector art with paths) in an AI or EPS or PDF format with all fonts converted to outlines is preferred. For full-color digital imprint method rastered art may be excepted. These files should be a resolution of 600 dpi at 100% of the requested size: The file should be saved in either a TIF, EPS, or JPG format. Keep in mind that artwork created in Microsoft Office programs such as PowerPoint, Word, Publisher, Excel etc. is not acceptable.

What is vector artwork?
A vector file is made up of lines, curves, shapes, and fonts all saved in outlines; different to files many people are more accustomed to via Microsoft Office A Vector file is a graphics file that contains a vector image, rather than a raster, or bitmapped image. Shapes and lines make up vector graphics, which are fully scalable images, while raster images are made of pixels and cannot be scaled up without loss. Vector graphics appear smooth at the edges no matter how they are sized, whereas raster graphics appear jagged, or pixilated, when scaled up. Vector files provide a high -quality of reproduction based on their clean lines and curves. Vector artwork provides sharper and smoother output. It is the only file type for clean resizing. Without vector artwork, most promotional products producers will not accept nor guarantee their work.

Vector files are usually created in dedicated vector graphics editing programs, such as Adobe Illustrator. The acceptable output files from Illustrator saved in outlines are: .ai, .eps or .pdf. If a file is saved in one of these formats (.eps, .ai or .pdf), that does not mean it is truly vector art. Only art originally created in a vector editing program, such as Adobe Illustrator, is truly vector art. The most common examples of file types people try to save as vector art - .jpeg, .png, .bmp, .gif, .psd, .tif. These files cannot become vector art.

If you had a professional designer create your artwork or logo, most likely they did this in vector art. However, they may not have sent it to you in this format. If so, ask them for the “native vector file” Even though you may not be able to open it, this will be good to send to your promotional products partners.

What is the difference between vector and raster art?
1. Raster art (also called bitmap art) is a dot matrix data structure representing digital art composed of horizontal and vertical rows of pixels or points of color. A raster is technically characterized by the width and height of the image in pixels and by the number of bits per pixel. When raster images are enlarged, the image quality diminishes. The following file types are ALWAYS raster-based: .JPG | .GIF | .PNG | .TIF | .BMP | .PSD

2. Vector art is made up of lines, curves, shapes and fonts all saved in outlines. Vector graphics appear smooth at the edges no matter how they are sized which provides a high quality of reproduction. The following file types are OFTEN vector-based: .AI | .EPS | .PDF

What if I don't have artwork in the correct format?
Send over whatever you have and let us evaluate it. We will do whatever we can to make sure that your order is not held up because of artwork issues. We can recreate your logo quickly with little or no charge. For most artwork we offer this service for a small fee of $25. Actual cost will be quoted upon request. When completed we give you the file to own and reuse. This is a tremendous savings of time and money. Note – you must have the rights to the artwork being vectorized.

What is PMS Color Matching?
PMS stands for Pantone Matching System®. PMS Color charts allow you to choose the exact color of your logo based on a 3-4 digit color system. Not all products allow for PMS color matching and some will have an extra fee. This will be listed on the product page. PLEASE NOTE: Because computer monitors display colors in RGB format, the color that you see on your screen may not be accurately calibrated to the actual PMS color chart. Most of our items use the PMS solid coated color books.

Can you typeset text for me?
In most cases, we can typeset information with our standard fonts without you providing it in a vector art file. If you would like us to use a font we do not have, you may supply the font file. In most cases this is a free service we offer.

What if there is a problem with my order?
Eco Promotional Products, Inc. stands behind all merchandise it sells. Defective returns will be accepted for exchange or repair, at our discretion, within 30 days from the shipment date. No refunds or credit will be granted after 30 days.

Are your products socially compliant?
Many of our products are socially compliant. This will be listed under the product description. You can also search by "Social Compliance" or filter by "QCA Approved". To read more about QCA or social compliance, check our Education and Vocab section on our site.

Can I get a free sample?
Free sample requests are subject to review and are for those interested in making future bulk purchases. We’d be glad to send samples with a value of up to $10, including product and shipping, for free. Anything over $10 can be paid with a credit card. To obtain samples, please call us at 877-326-9467, or submit a sample request form online.

What is a virtual sample?
Virtual proofs are a great way to review how the product will look with your particular logo or imprint. We do not charge for this service. Virtual proofs may take up to 48 hours to get back to you. To request a virtual sample go to the product listing and click on "Request a Virtual Sample" at the bottom of the page.

What is your Refer-a-Friend promotion?

Eco Promotional Products's Refer-a-Friend promotion is earned when a non-Eco Promotional Products (EPP) customer you refer to us becomes an EPP customer by making a qualified purchase from our company. In order to be eligible, you must contact EPP to receive your personal “coupon” codes.

To participate, your “friend” or friend’s place of business must not already be an existing EPP customer. There is no limit to how many referral coupons you may receive, however, you may only redeem one coupon per order. Both you and your “friend” must provide your Refer-a-Friend coupon at time of purchase. The coupon code you are provided will be valid up to 90 days from issuance and may not be combined with another coupon. The purchased merchandise must be logoed and the discount must not exceed the purchase total, excluding setup cost, shipping cost, and any applicable sales tax.

EPP reserves the right, at any time and without notice, to amend or discontinue our Refer-a-Friend promotion, either temporarily or permanently. EPP will not be liable in the event we discontinue, suspend or modify the promotion.

To learn more about EPP’s Refer-a-Friend promotion, please email: referafriend@ecopromotionsonline.com or call 877.ECO.WINS (877.326.9467)

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