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FREQUENTLY ASKED QUESTIONS (FAQ)


Customer Service » Frequently Asked Questions

Quality Logo Products will help answer questions you may have never thought of of or didn't know to ask. Compiled below is a list of frequently asked questions (FAQ) to assist you during the promotional products ordering process:

Ordering & Payment Information
How do I place an order?

How do I check my order status?
Can I order the products blank/no imprint?
Can I order fewer than the stated minimum?
Can I order different quantities from those shown online?
Can I order any shirt size breakdown I want?
Do you offer rush service?
What does the pricing online include?
What is a setup charge?  Setup charge on reorders?
Are there any other charges I should know about?
Why did the pricing online change?
What forms of payment do you accept?
Will I be charged sales tax?
What is standard production?
What is the proof approval policy?
What is the sample policy?
What if I don't see the product online that I am looking for?

Artwork & Printing
How do I submit my artwork?
What file formats do you accept?
What is the difference between a bitmap file and a vector file?
What is a paper/digital proof?
What is a pre-production proof?
What is a PMS (Pantone Matching System) Color?
What is a spot color?
What is process printing?
How accurate are the colors I see on my screen?
How long is my artwork kept on file?

Shipping & Returns
Which shipping methods do you use?
How much is shipping and handling?
Can I ship the order on my UPS or FedEx account number?
Do you ship to APO addresses?
Do you ship internationally?
How much for a split/drop shipment?
What is a ship date? What if I have an important deadline?
What if I am not happy with the final product?
What is the return policy?
What is the cancellation policy?

Important Notices and Recent Developments
What is Proposition 65 and how does it affect my order?
What is BPA and should I be concerned?
Consumer Product Safety Improvement Act (CPSIA)

Customer Service
How do I contact customer service?

Privacy
How safe is my personal information?
What do you do with customers' credit card information?


How do I place an order? (top)
Brief Overview of Ordering Process
In our technology-driven world of automated chats, generic forms and touch tone dialing, we understand that placing an order can be frustrating and difficult.  Quality Logo Products prides itself on focusing on the person-to-person connection from beginning to end. After all, isn’t that what implementing promotional products into your sales plan is all about?

If you have questions during any step, please do not hesitate to contact us by phone at (866) 312 - 5646 or via e-mail at info@qualitylogoproducts.com.

1. Place Order / Request Quote
Complete the information request form on the product details page by clicking the “Get Price Quote” icon or contact a sales representative by calling toll free at (866) 312 - 5646. You may also contact us via e-mail at info@qualitylogoproducts.com or try the live chat tool. All orders must be placed via the web site, over the phone, over the live chat feature, or by e-mail.

You will be assigned an account representative in response to either of these options. This person will guide you through the following steps.

2. Submit Artwork
Email your artwork as a vectored .ai or .eps file to your account representative or toart@qualitylogoproducts.com. If you are unable to send us your artwork in these file types, then just send us your existing artwork files and we will convert them to the necessary file type for you.

3. Submit Payment
Before we can send you your free electronic proof; we require customers to provide payment via our secure online gateway (a unique/personalized URL will be provided by your account representative for payment) or completion of our emailed/faxed credit card authorization form. Please note your credit card will NOT be charged until you have given Quality Logo Products final order approval.

4. Review and Approve Order Acknowledgment and Digital Proof

We will fax or e-mail you an overview of your order and confirmation of your artwork for your review and approval. No part of you order goes into production without your final, signed approval.

6. Ship Order
Your order will be shipped once production has been completed.

Detailed Overview of Ordering Process

1. Select Product
Browse our vast selection of promotional products by navigating through our web site. Begin by choosing a product category or typing a keyword into the search function.

2. Place Order / Request Quote
There are several ways to place an order, both online and offline. A brief overview is provided below:

Example of Product Details Page

ONLINE - Selecting "ORDER NOW" will take you to our simple online order form where you can order your promotional products anytime, 24/7. Please note a customer service representative will contact you shortly after placing your order to confirm your order details. In most cases the prices shown on the order form are actual and final. However, due to the complexities of your artwork or the customization involved with the product, additional charges may apply.

If any changes are required, you will be notified prior to production and you will have the option to cancel your order without penalty. In the event additional charges do apply; your signed approval will be required. You will NOT be asked for payment information until EVERYTHING has been finalized/approved by you.

INSTANT QUOTE - Selecting "FREE QUOTE" will take you to a form where you will fill out the specifics of your request.  Please note that this does NOT obligate you to place an order with us.  Within 24 hours, you will receive a prepared quote from one of our dedicated customer service representatives. You will NOT be asked for payment information until EVERYTHING has been finalized/approved by you.

FAX - To place your order or request additional product information via fax, simply fill out the printable information request form located here and fax it to (866) 314 - 5646 or complete the order form located at the bottom of the “Printer Friendly Version” of the product page. You will NOT be asked for payment information until EVERYTHING has been finalized/approved by you.

LIVE HELP - Live Online Assistance is listed when operators are logged on to help you with any questions about our products or services.  The hours of operation for this feature are 8 AM to 6 PM CST Monday through Friday, and the link is only visible on the web site when operators are logged in and ready to assist you.

TELEPHONE - Call us toll free at (866) 312 - 5646 or locally at (630) 896 -1627.

EMAIL - You may also contact us via
e-mail at info@qualitylogoproducts.com

3. Submit Artwork
You may submit your artwork to us:

Electronically:
Via email:
art@qualitylogoproducts.com

Mail:
On a PC formatted disk (3 1/2" Floppy Disk, CD-Rom, or DVD-ROM) via mail to:

Quality Logo Products, Inc.
724 N. Highland Ave.
Aurora, IL 60506

Fax:
Via facsimile to (866) 314 - 5646. Please include a cover sheet or your contact information when submitting artwork via fax.


4. Review and Approve Order Acknowledgment and Digital Proof
Upon receiving your order, we will fax or e-mail you a copy of your order acknowledgment and digital proof for your approval within one business day.

This paperwork must be approved before printing can begin.

Please note, once you return the signed paperwork along with payment, the items ordered become the property of the customer, printed or not printed.


5. Submit Payment
Acceptable forms of payment include, but are not limited to, major credit card (Visa, MasterCard, American Express*, or Discover), company check, money order, or wire transfer.

6. Production & Shipping
Standard production time on average runs approximately 5 to 7 working days and begins after artwork and order approval. Shipping time varies depending on which shipping method is used and may range from 1 to 7 working days.


How do I check my order status? (top)
Call us at (866) 312-5646 or email your customer service representative to get the latest information about your order.

Before checking your order online, you will need to have your order number handy. This number is located in the top right hand corner of your order acknowledgment or on your fax cover sheet. If you have misplaced this number or are experiencing difficulties checking your order online, please contact your sales representative as they would be more than happy to assist you.

Can I order the products blank/no imprint? (top)
Perhaps you have a screen printing business of your own or simply need blank goods for supplies.  Either way, most products available through Quality Logo Products are available without an imprint. In most cases, the same pricing for printed merchandise applies to blank merchandise. The only difference between a blank order and an imprinted order is that there is no a set-up charge and most blank orders ship out within 24 hours time.

To place a blank order, please contact us by phone at (866) 312 - 5646 or via e-mail at
info@qualitylogoproducts.com.
Can I order fewer than the stated minimum? (top)
Let’s face it: not everybody needs 144 light-up necklaces, and we get that.  In order to provide you with the ability to tailor your order to your business or organization’s needs, we are pleased to offer a less than minimum service option on most of our products. When available, a $50.00 factory “less than minimum” charge will apply for all customized orders below the item’s stated minimum quantity. We apologize for any inconvenience this policy may cause, but customization is costly and complex work. As an alternative, consider investing in items that can be stored for future use, and save yourself the time and cost of placing a second order at a later date.

Some items have an absolute minimum of 50% of the minimum quantity shown, rounded up to the fullest case.  Please contact your customer service representative at (866) 312 - 5646 for information about your specific order.

Can I order different quantities from those shown online? (top)
We want to be able to offer you customized items in customized quantities, so as long as the quantity meets the minimum order quantity requirement, you do NOT have to order in the increments listed on the web site, except where noted. However, we do RECOMMEND ordering some products in case quantities for various reasons. Mugs and other glassware are frequently packaged in cases of 36 items, and ordering case quantities will reduce the chance of breakage and lower repackaging fees. If you need 160 sports bottles, the minimum order quantity is 150, and the next price break isn't until 250, you CAN order 160 pieces for the 150 piece price. That unit price is what you will pay for EACH sports bottle when you buy anywhere from 150 to 249 of them.

Price breaks are an added incentive for customers who are interested in LARGE quantities, whether to be used as giveaways or to hand out to employees. Also, you can save yourself time and money by placing one large order and holding onto excess materials rather than placing smaller orders for expected, intermittent events or promotions. 

The more merchandise we have printed or embroidered at one time, the lower the production costs. We immediately share this extra savings with you by offering a sliding price scale based on the number of pieces ordered.


Can I order any shirt size breakdown I want? (top)
People come in all shapes and sizes, and that is what makes this world such a beautiful place. Everyone here at Quality Logo Products understands the need for a unique size mix. Only need 48 pieces? Not a problem. You can order ANY mix of sizes you like! Whether it is 47 large and 1 medium or 12S, 3M, 9L, 23 XL, and 1 XXL, your sales representative would be MORE than happy to help you choose the mix of sizes that will best fit your needs. Don't know what sizes to order? Check out our handy size selection suggestion chart, which can also be a huge help if you’re purchasing shirts to distribute to a random group and want to know general size breakdowns.
Do you offer rush service? (top)
Did the boss just dump a huge project into your lap?  We know the feeling, so we’ve made rush service available on thousands of our items. Production time for rush service varies by product, and expedited shipping methods (Overnight, 2-Day, 3-Day) are recommended for very important deadlines. Depending on the item, additional fees and charges may apply for rush services. To ensure that the items will be in your hands on time, most rush items can only be printed with a maximum of one color/one location imprint and are limited to web site quantities only.

Please contact us at (866) 312 - 5646 to inquire if rush service is available for the item you are interested in.

What does the pricing shown online include? (top)
For most items, the pricing online includes a one color, one location imprint. This means the item price shown online includes the cost of the item AND the cost of imprinting it using a single color in one location.  Items that require set-up fees will be noted in the “Product Details” section.

For some items, such as corporate apparel (jackets, polo shirts, vests, and hats), the pricing online includes the cost of the garment AND the cost of embroidery, up to 5000 stitches (roughly two square inches). Embroidery is priced differently from silk screening (ink imprint), because the price is determined by the number or stitches required to reproduce the design on the garment as opposed to the number of colors used in the design.

Most items are capable of being printed using multiple colors (additional fees apply), and some items are capable of being printed in different or multiple imprint locations. If you have any questions concerning a specific product, please contact a sales representative at (866) 312 - 5646, and they will be more than happy to help you out.

Each product has a pricing schedule that lists the base price per unit. Shipping, sales, tax, set-up and other charges are additional, and estimates are available upon request.

The price per unit is reduced with higher quantities. The more you buy, the more you save!

Pricing online is subject to change without notice.

What is a setup charge? Setup charge on reorders? (top)
Set-up fees vary depending on the item and are listed on each product page. On most items, a one color, one location print is included with the standard set-up fee. Additional set-up fees may apply for multiple colors and additional locations. There is NO SETUP CHARGE for most exact reorders. Reorder must be for the same product with the same imprint.

Want MORE information about setup charges? We've taken the time to answer the most common setup charge questions and even included some pictures to help clear up any confusion in our About Setup Fees for Promotional Items post located on the Quality Logo Products promo blog.


Are there any other charges I should know about? (top)
Depending on the nature of your printing order, other charges may apply. Examples of such charges include:
  • Rush Service
  • Specialty Packaging (Ceramic Mugs & Glassware Only)
  • Additional Print Locations
  • Additional Colors
  • Product Upgrades
  • Pantone Matching System (PMS) Color
  • Order Cancellations
  • Changes Made After Authorization & Approval of Order
  • Split Shipments

All charges will be FULLY DISCLOSED up front and BEFORE placing an order. These charges are the EXCEPTION and NOT the rule. This list is more or less intended to give you an idea as to what "other" charges MIGHT come into play as when you offer over 500,000 products for sale, not every product plays by the same set of rules. Don't worry. While other promotional products companies like to nickel and dime their customers, we don't like pocket change. and we ask that you keep yours! :)


Why did the pricing online change? (top)
Product pricing and availability is changing CONSTANTLY. Though we make every effort possible to keep the pricing and information shared online accurate and up to date, occasionally the cost of raw materials such as gas, steel, or plastic may go up, forcing us to temporarily raise our prices without notice.

The pricing online IS an accurate representation of item costs.  However, there are the rare instances where either the price has changed or the item is no longer available and was discontinued without notice. Though we STRONGLY suggest contacting Quality Logo Products for a quotation prior to placing your order, in the case of a price discrepancy, your sales representative will do his or her best to accommodate your unique situation on a case by case basis.

All pricing and/or any additional costs/fees must be confirmed in writing and require the customer’s approval before we will proceed with printing the final order. Unless stated elsewhere, all verbal and written quotations are valid for seven days.

What forms of payment do you accept? (top)
We accept Visa, MasterCard, American Express, Discover, Company or Personal Checks, Money Orders, E- Checks, Pay Pal, and/or certified school or government Purchase Orders.

To pay by credit card, please submit your payment information:

To pay by check, please mail your payment to:

Quality Logo Products, Inc.
724 N. Highland Ave.
Aurora, IL 60506

Billing Address for Credit Cards:
The billing address is the address where the credit card statement is mailed, not necessarily the same as the shipping address (where you want the goods shipped). The billing address must match the statement address for the credit card used for security purposes. Errors in the billing address will delay the shipping and delivery of your order and may incur additional fees to correct.

To protect you and your credit card information, the billing information you provide will be verified with your credit card company. If there are any discrepancies, your order will be placed on hold until we receive a valid billing address for your order.

Checks and Money Orders:
We accept checks and money orders, in U.S. currency, made out to Quality Logo Products, Inc.  However, this payment method may delay the processing and shipping of your order until the check or money order has been received and the funds have cleared.

When paying by check, be sure to provide us with the product(s) and quantity, billing and shipping addresses, valid email address (for order and shipping confirmations or out of stock notifications), as well as any other instructions. Your check should include all applicable shipping costs (see shipping rates below) and IL Sales Tax (for Illinois residents only). If you have questions about the total amount due, please contact your sales representative at (866) 312 - 5646.

You may complete the
Offline Information Request (or print, complete, and mail the order form included at the bottom of printer friendly page for each product) and submit it with your payment.

Please send your check or money order, in U.S. currency, made out to Quality Logo Products to:

Quality Logo Products, Inc.
724 N. Highland Ave.
Aurora, IL 60506

Purchase Orders (PO's):
Payment is required before we can release inventory for shipping. If your organization requires a PO, please mail or fax it to:

Quality Logo Products, Inc.
724 N. Highland Ave.
Aurora, IL 60506

Fax: 866-314-5646

If you need to use a Purchase Order to submit/request payment, we would be more than happy to provide you with a Quotation (Invoice) listing the total amount due for you or your accounting department at the time of placing your order.


Will I be charged sales tax? (top)
Illinois sales tax will be added at a rate of 8.25% to all orders shipped to an Illinois address when applicable. If your organization is tax exempt and a valid tax exemption number is provided at the time of placing the order, then you will NOT be assessed sales tax. If your order is not being shipped to an Illinois address, you will not be charged sales tax*.

Sales tax is not applied to the shipping portion of your order.

* CA, FL, and NC sales tax may apply depending on the origin of the goods (where the order ships from).

What is standard production? (top)
Although we do our best to make sure item quantity and availability is updated on the web site, you should give us a call at (866) 312 - 5646 prior to placing your order to ensure we have available stock and check on production time. 

Production does not begin until ALL the following requirements have been met

Payment Has Been Received
Quality Logo Products requires that ALL orders submit prepayment via credit card, check, or money order before production can begin.

Proof Approval Has Been Received
Quality Logo Products requires that all artwork be approved before production can begin.

A Signed and Dated Order Acknowledgment Has Been Received
Quality Logo Products requires that a signed and dated order acknowledgment containing the customer’s signature be submitted before final production can begin.

Production begins THE DAY AFTER the items listed above have been received (confirmation of receipt will be sent via e-mail). Rush service is available on most items; please contact your customer service representative for more details.


What is the proof approval policy? (top)
Quality Logo Products requires that all new orders receive a paper/electronic proof and order acknowledgment prior to releasing the order to final production. A paper proof will be provided at no cost and is our best representation of what your final print/product will look like. Often the artwork is 100% sized or to scale (as indicated on the artwork) and is only intended to provide an idea as to what the final product will look like when completed. The paper proof and order acknowledgment are checked for misspellings and other mistakes (such as item colors, sizing, imprint color, imprint locations …), but due to order volume, there is inevitably the rare instance that an error might go unnoticed. For this reason, we strongly recommend that you take part in this process by carefully checking your paperwork before signing off and submitting your approval.

IT IS NOT SAFE TO ASSUME ANYTHING.

Quality Logo Products cannot be held responsible for any incorrect interpretations of the artwork or order approval, so if you have any questions or if something is unclear, please contact your sales representative to clarify the matter.  While we do our best to catch things like misspellings, there is the outside chance that we don’t know how to spell your Great Aunt Muriel’s middle name.  Your final approved image is what goes to the presses, so to speak, so it may be best to show the proof to several other people involved in the project for maximum confidence.

At the time of proofing your order/artwork, if you do notice a mistake, please contact your account representative or note it on the paperwork accordingly. We will be more than happy to make any corrections or changes promptly and for no additional charge. All changes must be confirmed in writing (e-mail is acceptable).

Orders approved “As Is” will be printed exactly as stated, and no new proof will be sent/required. Orders approved “with Changes” will be printed according to the change(s) and no new proof will be sent/required. Orders marked “Additional Proof Required” will receive a new proof, and final production will not begin until an order “Approved As Is” or “Approved with Changes” is received.  If you need to make a change, your safest option is requiring an additional proof so you can see how changes have been implemented.

QUALITY LOGO PRODUCTS IS NOT RESPONSIBLE FOR ANY TYPOGRAPHICAL ERRORS THAT ARE OVERLOOKED AND LATER APPROVED BY THE CUSTOMER. In addition, Quality Logo Products cannot be held responsible for any damages that may be incurred as a result of the error or mistake after the order has been printed and accepted by the customer.

For example, if an order is supposed to read “Happy Birthday,” but the customer approves the artwork with a typographical error so the artwork reads “Hapy Birthday” (missing a “p” in “Happy”), Quality Logo Products cannot be held responsible for the misprint as a result of the error. Once the customer approves the proof and order acknowledgment, we cannot guarantee our ability to make ANY changes to the order. Whether correct or with errors, the order is printed exactly as approved by the customer. For this reason, it is VERY IMPORTANT to carefully look over ALL the paperwork before replying with your approval. If an error is discovered after final approval has been given by the customer, please contact your customer service representative immediately.  Although we cannot guarantee we will be able to correct it before it goes into production, the sooner we are made aware of the error, the better chance we can do something to fix it.
What is the sample policy? (top)
You want to know what you’re investing your hard earned money in, of course! We understand how important it is to truly experience an item’s uses first hand. So in order to help you purchase with confidence, we have developed the following sample policy:

Samples can be requested online using the “Request a Sample” link located on each product details page. Quality Logo Products, Inc. will provide one FREE SAMPLE, including UPS Ground shipping, up to $5.00 (intro quantity). All samples over $5.00 will require payment via credit card prior to sending the sample, and shipping is additional.

You are more than welcome to provide your shipping account number at the time of ordering if you would like the shipment sooner/expedited. Most items available online do NOT ship from the same location, so when requesting a sample stress ball and a sample pen, there is a very high likelihood that each sample will require its own shipment. The cost of shipping and handling above and beyond the initial FREE SAMPLE, regardless of the cost of the item, is the responsibility of the customer. The necessary billing information will be collected prior to shipping multiple or paid samples.


Quality Logo Products reserves the right to refuse shipment of any sample to any party at our discretion. Though most samples are free of charge, Quality Logo Products from time to time may require a valid credit card and billing address for address verification purposes before mailing a sample. Sample BIC pens, pencils, sticky note pads, and key tags are not available. Please check your local office supply store if you need samples of these items as many of them are available on regular store shelves.

Samples are currently only available to clients located in the continental United States who can receive regular shipments via UPS Ground.

SIDE NOTE: If you end up placing a full order for one of the samples you purchase you will be refunded the item cost for that specific item.
What if I don't see the product online that I am looking for? (top)
Quality Logo Products is a web-based business, but we have access to thousands of products beyond those represented on our page.  If you do not find a promotional item listed on our web site or would like to create your own, contact a sales representative today at (866) 312 - 5646 or via e-mail at info@qualitylogoproducts.com

We would be more than happy to locate and assist you with the product you are interested in or help you create an item that’s uniquely you!
How do I submit my artwork? (top)
You may submit your artwork to us:

Electronically
Via email:
art@qualitylogoproducts.com

Mail:

On a PC formatted disk (3 1/2" Floppy Disk, CD-Rom, or DVD-ROM) via mail to:

Quality Logo Products, Inc.
724 N. Highland Ave.
Aurora, IL 60506

Fax:
Via facsimile to (866) 314 - 5646. Please include a cover sheet or your contact information when submitting artwork via fax.

What file formats do you accept? (top)
Vector artwork such Adobe Illustrator (.AI or .EPS), Corel Draw (.CDR), and Macromedia Freehand (.FHX) in PC or MAC platform is preferred. We request that any type be converted to outlines (curves) before sending.

High quality/high resolution files such as Adobe Acrobat (.PDF), .TIFF or Adobe Photoshop (.PSD) may also be acceptable. We ask that these files be sized to 100% or larger than the actual imprint size, and at least 600 dpi. PC or MAC platform.

Other acceptable file formats include, but are not limited to, Microsoft Word (.DOC), PageMaker (.PMD), PowerPoint (.PPT) , and low resolution/quality files such as.JPEG, .GIF, or. BMP.

Depending on the size and quality of the image, we may or may not be able to use images or logos saved from a web site.

These are guidelines only and not all files submitted with these extensions are guaranteed to work. Each project will be handled on a case by case basis.

transparent imageWhat is the difference between a bitmap file and a vector file? (top)
stBitmap images are defined by a precisely "mapped" collection of individual dots or pixels of various colors.

Vector (Encapsulated Postscript) files define graphics using mathematical algorithms that allow for scaling and modification without a loss of image resolution.

If a person were to scale or increase the size of a bitmap file, the enlarged imaged would appear pixilated and contain jagged edges like the example at left.

For this reason, Quality Logo Products recommends using vector artwork for all types printing as vector artwork will produce a sharper imprint with no jagged edges - no matter how big or small the actual design may be when printed.

For more information on this topic be sure to check our our comprehensive guide to understanding vector artwork: Vector Artwork 101: A Beginner's Guide to Vector Artwork.


What is a paper/digital proof? (top)
Before each order is printed, our art department will fax or e-mail a copy of your artwork for approval. The paper proof shows the best possible representation how the imprint will appear on the final product when completed. This is your chance to make sure that the font, spacing, spelling and other details of the order are correct and to provide us with any additional information we may need to print the order correctly.

Paper proofs are provided to the customer by Quality Logo Products free of charge.

What is a pre-production proof? (top)
While the paper/digital proof will give you the best possible representation of the final project, we understand if you want to have the printed item in your hand before full production.  Upon written request, Quality Logo Products can produce the printed product sample before finalizing an order. However, pre-production proofs will incur an additional service charge of $100.00, not including the cost of the item or setup charges. Pre-production proofs typically take one week to produce and may add up to two weeks to production.

Please notify your sales representative today if you are interested in receiving a pre-production proof.

Pre-production proofs are NOT recommended for exact reorders, orders less than $1,000.00, rush orders, or jobs that must be delivered by a certain date/deadline.

What is a PMS (Pantone Matching System) Color? (top)
You want your logo in blue, but which blue?  Even specific titles like “royal blue” can vary between items and printers.  We wouldn’t want to cramp your style by having your items mismatch, so we offer the Pantone Matching System (PMS) to keep everything in line. Unless stated otherwise, all items on www.qualitylogoproducts.com can be printed using the Pantone Matching System (PMS). The pantone matching system assigns number codes to ink colors, allowing you to ensure that printer A who may be printing your stress balls and printer B who might be printing your t-shirts use the SAME blue on both items. PMS color matches are available on most items upon request, and an additional fee may apply. Please contact your customer service representative for more details.

Please note that all monitors display colors differently. Due to technological differences, an LCD/flat panel monitor may display colors differently on screen than a CRT/tube monitor. Therefore, what you view on your screen may not be an exact representation of what is printed on the final order. Whenever imprint color is of concern, Quality Logo Products STRONGLY suggests providing your own PMS color. If a PMS color is not provided, a color will be assigned by your account representative at his or her discretion. Quality Logo Products cannot be held responsible for any misrepresentation of colors due to the difference in monitors or if the customer is unhappy with the color printed but did not indicate a valid PMS color prior to authorizing the final order.

What is a spot color? (top)
Spot color refers to a method of specifying and printing colors in which each color is printed with its own ink.  For example, our one color / one location items are printed this way.  In contrast, process color printing uses four inks (cyan, magenta, yellow, and black or CMYK) to produce all other colors. Spot color printing is effective when the printed matter contains only one to three different colors, but it becomes prohibitively expensive for more colors.

transparent imageWhat is process printing? (top)
This printing process uses a combination of ink colors blue (cyan), red (magenta), yellow (yellow), and black (black) dots to create photograph-like images. Process printing is also sometimes referred to as CMYK or Four-Color Process.
How accurate are the colors I see on my screen? (top)
All product photos and images on the Quality Logo Products web site are optimized for the best screen and printer color accuracy at their factory default settings for most brand name monitors and color printers. However, colors do sometimes vary slightly depending on the quality and/or age of your monitor or printer. This should not affect your ability to understand how your artwork will appear on the final product but should be taken into careful consideration when color is of the utmost importance.

What the customer views on screen may or may not be an accurate representation of what is printed on the final order. Whenever imprint color is of concern, Quality Logo Products STRONGLY suggests providing your own PMS color. If a PMS color is not provided, a color will be assigned by your account representative at his or her discretion. Quality Logo Products cannot be held responsible for any misrepresentation of colors due to the difference in monitors, or if the customer is unhappy with the color printed, but did not indicate a valid PMS color prior to authorizing the final order. Please refer to our
PMS Color Chart for a list of available ink colors.
How long is my artwork kept on file? (top)
Quality Logo Products maintains a vast library of customer artwork sorted by date, job, and item ordered. Any artwork submitted or created for the purpose of printing promotional products or custom apparel will remain on file unless Quality Logo Products receives a written request asking that we remove the files from our servers.

Quality Logo Products does NOT share your artwork with outside vendors, affiliates, or other customers. Your artwork is secure and is the sole property of the organization it was created or used for and by. In addition, Quality Logo Products is MORE than willing to provide the customer with digital copies of their artwork upon request.

Screens, film, and digitizing is kept on file for a maximum of two years from the latest order/reorder.

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

Signature for FedEx and UPS Delivery:
The shipping vendors (FedEx and UPS) often require a signature for delivery. If you choose to have your order delivered to your home or office, you must be available to accept delivery.

Please provide us with a valid shipping phone number on the shipping address in the event you need to be reached to arrange delivery.

We will email you a tracking number so that you can monitor delivery progress and make arrangements to be available to accept your package. Unless alerted otherwise, we will use the email address from the order process.

If you are not available to sign for your order and a notice is left, delivery is not considered to be late. Shipping charges will not be refunded if you are not available to sign for your package and delivery was attempted on the scheduled delivery date.

Standard Order Processing & Shipping:
Most Standard orders are sent via the United States Postal Service (USPS) Priority Mail or United Parcel Service (UPS) Ground.

On occasion, we may use an alternative shipping company/method depending on shipping requirements.

P.O. Box & APO/FPO orders will be shipped via a USPS postal service.

Hawaii & Alaska orders will be shipped via a USPS postal service.

Orders are processed Monday - Friday (not including holidays). Orders received on Saturday and Sunday will be processed on the following Monday (not including holidays).

UPS does not deliver on Saturday or Sunday. The USPS does not deliver on Sunday.

Orders are not delivered on most major holidays.

Weekend and Holiday Delivery:
Orders will be delivered Monday - Friday (excluding holidays). Packages are not delivered on most holidays, Saturday or Sunday.

Alaska and Hawaii:
Shipping method and delivery time may vary for packages shipped to Alaska and Hawaii. UPS Ground and 3-Day shipping is not available.

Please Note:
Shipping policies, rates and delivery information are subject to change. Changes will be posted in this section of the FAQ. The information here is intended to serve as a guideline only. Special circumstances may cause variations in actual processing and delivery time. Delivery destinations and guaranteed delivery times may vary according to the policies of USPS, UPS and FedEx.  On occasion, we may use an alternate shipping company depending on shipping requirements. Overall delivery times are estimations only. While we do our best to get your order shipped as fast as possible, actual delivery time ultimately depends upon the shipping company. Please contact us should you have a special timeframe or delivery requirement, and we will help determine the best shipping method for your circumstances.

How much is shipping and handling? (top)
Due to the constant fluctuation in gas costs, service options, and delivery availability, Quality Logo Products chooses to NOT post freight estimates on its web site. However, freight estimates are provided upon request at any time. Simply contact your friendly customer service representative via phone, fax, or e-mail for a detailed estimate.

When available, Quality Logo Products makes every effort to include the weight of each box and the number of pieces per box in the product description. This information is accurate to the best of our knowledge, and Quality Logo Products reserves the right to change the packaging or master carton size at any time without prior notice.

Freight estimates are only estimates and may change at any time without notice. The rates published on UPS.com and FedEx.com are accurate 95% of the time and often provide a good indication of anticipated freight costs, but they are by no means infallible.

The cost of shipping and handling is additional, and is NOT included in the item price (unless explicitly stated otherwise).

Can I ship the order on my UPS or FedEx account number? (top)
You are more than welcome to use your own UPS or FedEx shipping account number for all freight charges. In some instances, you may receive better rates on shipping through your corporate account.

Please note, if you choose FedEx Ground service, you must supply us with a FedEx Ground shipping account number before the order is finalized. If you are not sure whether or not your account is FedEx Ground compatible, please contact FedEx.

If you do not wish to use your own shipping account, the total shipping charges will be included in your order total.

Quality Logo Products does NOT mark up shipping and would be more than happy to provide the UPS or FedEx air bill for a given order upon request by the customer.

Do you ship to APO addresses? (top)
We do ship to APO/FPO U.S. Military addresses and to P.O. Boxes within the 50 United States. Due to customs requirements and postal service rules regarding the shipping of APO's, it can take up to ten days to ship orders going to military addresses. Packages sent to military addresses may be delayed by military mail handling. Orders will be sent via a USPS mail service. UPS Ground, 3-Day, 2-Day and Next Day delivery are not available.
Do you ship internationally? (top)
We’ll deliver it to the moon if you want!  Quality Logo Products does ship internationally using standard UPS international service types. Please contact a sales representative for a freight estimate today!
How much for a split/drop shipment? (top)
Quality Logo Products will ship up to one additional location for no charge. Any additional drop shipments will incur a fee of $10 per location. For example, if you want to ship part of your order to your home office and the rest to a branch office, this is included in your standard freight charge, and there would be no additional fee. A $10 fee would only apply if you were to send the merchandise to a third shipment location.
What is a ship date? What if I have an important deadline? (top)
Under normal circumstances Quality Logo Products, Inc. will guarantee to ship your merchandise on or before your specific deadline; however, you should be aware that we cannot be held responsible for delays on the part of the carrier who is delivering your merchandise. In rare instances, we may actually ship the item after the intended ship date by a faster shipping method in order to meet the intended receipt date. The additional cost for this will be at our expense. While Quality Logo Products does guarantee that your goods will arrive by a certain day, we are unable to guarantee an exact time of delivery.

Orders that qualify for the delivery guarantee will include “(MUST HAVE XX/XX/XX) next to the shipment method. Orders that do NOT contain this notation do NOT qualify for the delivery guarantee.

The best way to ensure that your products arrive before your event or promotion is to order EARLY.  It’s never too early to get a jump on promotional items and gifts, especially when it occurs near a major holiday, which can slow down shipping and production times.


What if I am not happy with the final product? (top)
While there is no easy answer to this question, the GOOD news is we are here to help. As you might expect from our name, Quality Logo Products only sells QUALITY LOGO PRODUCTS. All of the products featured on our web site are handpicked by our team of experts and must meet an extensive list of requirements before being made available for sale via the web site. Quality Logo Products does everything in its power to control the many print, product, and color variables that can occur during customization. We are committed to delivering a quality product on time and printed according to the customer’s exact specifications. In addition, we pass along all available manufacturers' warranties and offer our own 90 Day Limited Warranty to refund the purchase price or replace the item (without imprinted material).

Unless stated elsewhere, all of the products featured on
www.qualitylogoproducts.com are intended for promotional purposes only. We make our best effort to advise you on quality and try to suggest the best product for every situation, budget, and need. When placing an order, if you are concerned about quality, please do not hesitate to consult with your sales advisor or to request a sample at any time before or during the order process.

What is the return policy? (top)
We make every effort to fill your order to your specifications. The ordering process for imprinted goods allows you the opportunity to obtain a sample of the good (often at no charge) before ordering and to approve your print proof before the imprinting process begins. Because once they are imprinted these specially-manufactured goods have no value to us or to other customers, no returns of properly-imprinted goods are accepted. Blank merchandise returns are subject to a 15% restocking fee in addition to the necessary freight costs to return the product. Incomplete or partial returns will not be accepted. Unauthorized returns are not accepted.

Any imprinted products returned in violation of this policy will be discarded at Quality Logo Products’s discretion.

In the case that you believe you received a product or order in error, please contact customer service within 5 working days of receipt of the merchandise. Claims made after this time will not be reviewed. Before Quality Logo Products can begin to process a claim, a sampling of the goods (quantity will be determined at Quality Logo Products discretion) must be provided for us to review. Quality Logo Products reserves the right to take up to seven working days to process/review a claim from the date of receipt of the goods in question. Any credits, returns, or refunds will be processed within two business days after review, unless otherwise noted. Please see our payment policy for further information.

No returns are accepted after 15 working days. A $25.00 processing fee and a 5% transaction fee will apply to all returns exceeding $1,000.00 that are not a result of an error or fault of Quality Logo Products.

In the case of a customer error or unauthorized return (including rejected shipments), the customer is responsible for the return freight back to Quality Logo Products, unless otherwise noted.


What is the cancellation policy? (top)
Once your order is placed, it will be processed and shipped quickly. If you need to make any changes to your order, please contact us immediately. Otherwise, we may not be able to make changes to your order.

Once you approve the order acknowledgment and artwork approval, the order is initiated and production begins. If you require additional information or clarification, please contact your sales representative before approving those documents.

Cancellations are charged a $30 service fee plus any production charges accrued at the time. Production charges include, but are not limited to, art charges, paper or product proofs, setup charges, digitizing (embroidery), restocking fees (15% of item price), or shipping charges. These fees will be billed at Quality Logo Products discretion.

The best way to avoid cancellation fees is to be 100% confident that you want to move forward with your order. Please make your selections carefully and thoughtfully.

What is Proposition 65 and how does it affect my order? (top)
If you are located in or take possession of any of our goods within the state of California, you may see the following label placed on some of our product(s):

PROPOSITION 65 WARNING:
This product contains chemicals known to the
State of California to cause cancer and/or birth
defects or other reproductive harm.


In the State of California, there exists what is referred to as "Proposition 65". Proposition 65 is the California Safe Drinking Water and Toxic Enforcement Act of 1986. Any company that operates in California, sells products in California, or manufactures products that may be sold in or brought into California are subject to Proposition 65. Since many of our products are sold in California, Proposition 65 applies to Quality Logo Products.

Proposition 65 requires warning labels to be placed on any product that may contain any of 600-plus elements that the California Air Resources Board considers a carcinogen or a reproductive toxicant. This list of elements includes lead (contained within the inks used to customize most products), brass, PVC and a multitude of other everyday elements.

Every product sold/available through Quality Logo Products is tested for quality and meets all federal and state requirements, however a majority of the inks we use to customize our products contain some amount of lead. The California Safe Drinking Water and Toxic Enforcement Act of 198 does not provide any exclusions or exemption according to the levels/quantity of the identified elements found in a product. So, even if an ink compound or product consists only of .00000001% of lead, Proposition 65 requires that we warn consumers of the potential hazard associated with these products by placing this label on them.

Stiff penalties apply for not complying with Proposition 65. Failure to label products may result in a civil penalties brought by the state of California in the amount of $2,500.00 per day. If a company's product is sold or is purchased outside the State of California and brought into California, the company may still be found in violation...

Please note this label does not necessarily indicate our products will cause you to contract cancer or reproductive harm if used as designed, but in compliance with California Safe Drinking Water and Toxic Enforcement Act of 1986, Quality Logo Products is required to warn consumers about the possibility of the dangers associated with these selected elements when/if use by one of our products. These labels are just one of the many steps we have taken to warn consumers and abide by this California state law.

For more information about Proposition 65, please visit the Office of Environmental Health Hazard Assessment web site online at:
http://www.oehha.org

For a complete, up to date list of elements listed under Proposition 65, please visit online:

http://www.oehha.ca.gov/prop65/prop65_list/Newlist.html


What is BPA and should I be concerned? (top)
There have been recent negative reports from the media, urban myths, and Internet-spread rumors related to the use of Bisphenol A (BPA) in plastic containers. Scientific studies conducted as recently as February 25 of 2008 by the US Food and Drug Administration (FDA) disprove these negative media reports.

The use of polycarbonate plastic and epoxy resins for food contact applications has been and continues to be recognized as safe by the U.S. Food and Drug Administration, the European Commission's Scientific Committee on Food, the United Kingdom Food Standards Agency, the Japanese Ministry for Health, Labor and Welfare, and other regulatory authorities worldwide.


“There is no significant effect from repeated-use, abrasion, heating, or chemical sterilization of these plastic articles. The general findings are that migration is low or not detectable.”
European Community Scientific Committee on Food (EC SCF), April 2002

“The potential human exposure to BPA is more than 400 times lower than the U.S. EPA reference dose. This minimal level of exposure to BPA poses no known risk to human health.” 
American Chemistry Council, January 2007

Polycarbonate plastic is safe for use in consumer products.  It is a highly durable and lightweight product, resistant to stains and odors, and able to withstand extremes of hot and cold.  It is an environmentally responsible substitute for disposable water bottles.

Additional information about polycarbonate plastic and BPA is available at www.bisphenol-a.org, including information sheets and a summary of key published research.
Consumer Product Safety Improvement Act (CPSIA) (top)
Quality Logo Products, Inc. has a history of high product safety standards and has for several years, allowed customers to access reports conducted by an independent lab verifying the safety of Quality Logo Products's products. Independent lab tests have shown Quality Logo Products, Inc.'s products meet the acceptable levels of lead and other hazardous materials.

According to CPSIA, the packaging for certain toys and games intended for use by children are now required to contain a label, or cautionary statement, regarding choking hazards. This section of the new law requires that advertising for these products which provide a direct means of purchase or order of the product must contain an appropriate cautionary statement. When a product’s packaging requires a cautionary statement, the advertising for the product, including internet sites, catalogues, and other marketing collateral (including promotional products) must bear the same cautionary statement. There are requirements as to the layout, type, language, color, and placement of the statement depending on the product. These requirements are outlined in more detail as part of the consumer product safety standard located under section 9 of the consume product safety improvement act..

For more information concerning CPSIA compliance and requirements, please visit:
http://www.cpsc.gov/about/cpsia/sect105.html

Quality Logo Products, Inc., because of ambiguities within the CPSIA law, would like to clarify the following:

• Quality Logo Products, Inc.'s products may possess characteristics resembling children’s products however, Quality Logo Products, Inc.'s products are not designed or primarily intended to be used by children 12 years old or younger.

• Quality Logo Products, Inc.'s products are designed and intended to be used as advertising tools within the promotional products industry and are primarily designed and intended for adults.

• Quality Logo Products, Inc. is required by law to apply tracking labels to all products that are deemed a choking hazard or that are clearly being used by or marketed towards children.

• Quality Logo Products, Inc. will continue to make our product safety information available by request.

• All product returns and claims with regard to CPSIA require authorization from a member of Quality Logo Products, Inc.'s staff. Returns and claims will not be accepted without this authorization. This includes products manufactured prior to February 10, 2009.

SGS independent lab reports are available by request for all of our products. These reports specify independent testing information for commonly requested chemical levels including any chemicals that may be deemed hazardous such as lead.

Quality Logo Products, Inc. hopes that this statement will allow our customers to continue to feel safe using Quality Logo Products, Inc.'s products.
Please feel free to refer any additional questions you may have concerning our policy to anyone in our customer service department.


How do I contact customer service? (top)
Questions and Inquiries
If you have any questions about Quality Logo Products, Inc. or to inquire about products and services, please send an email to:
info@qualitylogoproducts.com

Feedback
We’d love to hear from you! If there is a product or service you’d like to see us offer, if you have any comments or suggestions, or if you want to share a story about your favorite items used in a promotional products setting, please send an email to:
info@qualitylogoproducts.com

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customer feedback form and save $25.00 off of your next order!

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Customer Testimonials.

Mailing Address
Quality Logo Products, Inc.
724 N. Highland Ave.
Aurora, IL 60506

Phone, Fax, and E-mail
Local Phone: (630) 896-1627
Toll Free Phone: (866) 312-5646 (US, Canada, and Mexico Only)

Local Fax: (630) 844-2024
Toll Free Fax: (866) 314-5646 (US, Canada, and Mexico Only)

Email:
info@qualitylogoproducts.com

Office Hours
Monday - Friday, 8:00am – 6:0pm CST, excluding major holidays

How safe is my personal information? (top)
In a day and age where phishing scams, identity theft, and data leaks make headlines on a daily basis, Quality Logo Products is constantly taking the necessary steps to protect you as a valued customer. All of your contact and order information is encrypted, password protected, and secure behind our corporate firewall. We do NOT sell or share your information collected, nor do we make this information available to third parties. We value your privacy SO MUCH that we even promise NOT to give out your name or contact information to potential clients requesting trade references or testimonials in an effort to safeguard your privacy.

What do you do with customers' credit card information? (top)
Quality Logo Products does keep some credit card information on file, but ONLY by request or with prior authorization by the customer. This information collected at the time of sale is saved in compliance with the guidelines set forth by Visa, MasterCard, and American Express. Quality Logo Products collects and stores credit card information for the sole purpose of making reordering easier. In addition, this information is destroyed after 12 months of account inactivity. If such permission is not granted, the information is immediately destroyed and will need to be provided again in the event of a reorder.

 

Quality Logo Products Logo

Quality Logo Products, Inc. is your number one source for stress balls and promotional items.

Quality Logo Products, Inc. · 724 North Highland Avenue · Aurora, Illinois 60506
For assistance, email us at info@qualitylogoproducts.com or call 866-312-5646 · Monday - Friday.

Copyright 2003 - 2014 Quality Logo Products, Inc., Registration No. TX7-524-20. All Rights Reserved.

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