WINDEMERE PROMOTIONAL PRODUCTS
FREQUENTLY ASKED QUESTIONS
How does Windemere do business with you?
We combine our experience along with product data bases to access relevant case studies, marketing trends, and product suggestions to create a recommendation tailored to meet the needs of your campaign and to fit within your budget.
We strive to have a clear understanding of your industry and organization. We will help you evaluate the strategies you have used in the past and how well they performed for you. We will help you identify the who, what, when, where and why for your upcoming campaign or event.
From concept to delivery, we take special care to ensure that your artwork, logos and message will be properly displayed on the mediums you have chosen.
We advise you on the various printing formats available to you and the benefits and challenges with each. We insure that all charges and fees are clearly stated.
All proofs are approved by you before anything is sent to final production. We handle all of the communication with manufacturers and suppliers and maintain contact with them to ensure quality control and timely delivery of your products.
How do I place an order?
You can place an order by phone, email, fax or even mail (see our contact page for mailing address). Our contact info is...
Phone - 609-515-6237
Fax - 1-866-480-8120
Email - firstname.lastname@example.org
If placing an order by email or fax, please make sure to provide all your contact information, so we can review the order with you.
Are there minimum order requirements?
Minimum Order Quantities (MOQ's) are often 100 or 250 pieces. For more expensive ad specialties, MOQ's may be as low as 25 pieces. For screen printed or embroidered wearing apparel items, MOQ's are normally 12 pieces. In some cases, lower minimums may be possible for a nominal $25 - $35 fee, depending on the item and the manufacturer. If that's all you really need it may be well worth the extra charges. Please call us to see if a particular item is available at less than minimum quantities.
What are acceptable formats and sizes for artwork?
In most cases, your artwork files should be in a vector ".eps" format - preferably created in Adobe Illustrator. If your artwork is more than one color, each color should be in a different layer and all colors should be included in the note section.
Please note that just saving a bitmap file as an .eps file does not make it a "vector" file. If you save a .tiff, .bmp or .jpg file as an .eps file, it will not make it a true .eps file and in most cases it will not be acceptable for imprinting purposes. Bitmap - non-vector - files should be at least 300 dpi resolution or they will typically require touch-up or redraw work by our art staff at an additional cost. Please contact us if you have any questions.
What is "production ready artwork"?
Production ready artwork is defined as a vector ".eps" file with all outlines and text converted to paths (curves). Artwork that is not production ready will need to be redrawn at a nominal cost. (Designs can often be redrawn in 1 hour). We may be able to do simple logo redraws for a nominal $25 fee. If you would like an artist to review your art, please e-mail it to email@example.com.
Will I be able to see a proof of my project prior to production?
Yes. We require a signed proof on all orders before the order can go into production. The proof shows your design as it would appear on the finished product. It is your responsibility to review the entire proof for spelling, grammar, and general layout. Refunds will not be given on incorrectly printed items if the customer has signed off on the design printed. Please allow 48 hours for a proof to be prepared for your order.
What are Setup and Run Charges?
Set up charges cover the costs and labor of setting up equipment and digitizing designs for the production of your logo on the product selected. These charges will vary depending on the item and the supplier.
Base pricing on most items is for 1 color and 1 location. There is usually always an additional cost for extra color and additional locations of logo placement. This cost is not included in the base price of the item being ordered.
Will I be charged Setup Fees on future orders?
Setup fees are paid to offset the labor costs it takes to recalibrate the machines, screens, presses, etc. Our vendors can't avoid having to do that again and again for each order, so unfortunately, the fees will be charged again. The cost of the screens, die, and other imprint templates may be free if reordered by a certain date. Usually this time frame is about a year from the time they create these templates. Please contact us if you have additional questions.
Can I get samples of items I'm interested in?
We are more than happy to send out samples of our products so that you can see them before making a purchase. Samples are billed at the minimum quantity price plus shipping per sample. Multiple samples may come from different factories and may require multiple shipping charges. You can place a sample request online, or feel free to contact us with any questions.
Can I order blank items?
Most every item we sell can be shipped to you without imprinting. While the minimum quantity does still apply there may be discounts available for blank items. Please contact us for more information.
How long does an order usually take?
Lead times are typically 10-15 business days (M-F, not including holidays) after we receive the signed proof approval. This will vary from item to item. Some specialty or custom items may take longer. We will always do everything in our power to meet your "must have by" date. This date should always be a couple of days before your event and even a week before if possible.
We recommend you plan in advance to allow for sufficient production and delivery time, as rush orders are sometimes vulnerable to product availability shortages, production scheduling conflicts or errors in manufacturing and shipping.
Rush production is available on many items, however, so if you need something fast, just let us know and we'll do our best to help you!
Will I receive the exact quantity of an item that I order?
As your promotional items will be custom produced with your name, logo or message, all orders are subject to 5 to 10% over-run or under-run production variance. The actual quantity shipped will be billed accordingly. Please contact us if you have any questions or special requirements.
What are your payment terms?
As all orders are for custom imprinted merchandise, prepayment of 50% is required. The remaining 50% is due upon delivery. We accept business checks, cashier's checks and money orders. We also accept most credit cards. Your order will be put into production as soon as payment has cleared the bank.
Larger corporations, educational institutions and government agencies may inquire about other payment terms.
How are my orders shipped?
Most all orders are shipped via UPS or FedEx ground service. If you have a carrier you prefer, or would like to receive the order sooner, please let us know and we will inform you of the extra charges for your approval, otherwise the factory will recommend the most economical method and give a quote for shipping.
All orders are shipped F.O.B. Factory (Point of Shipment) and all shipping, handling and documentation charges will be added to your invoice. As title (i.e., ownership) of the merchandise passes to you at the F.O.B. point, you will be responsible for filing any claims directly with the carrier in the rare event that any merchandise is damaged, destroyed or lost.
What is your cancellation policy?
Cancelled orders are subject to a $25 cancellation charge plus payment of any services rendered up to the point of cancellation. Orders are generally put into production within 24 hours of our receipt of a signed proof and at that time cannot be changed or cancelled.
Can I return my items or receive a refund?
Any item that has been custom imprinted or manufactured cannot be returned nor refunded. We do offer samples of our items, so if you are unsure of quality or size, please request a sample before ordering.
If you receive items that are damaged or misprinted, please report this to us within 10 business days of receipt of delivery and we will work with you on a full replacement or refund. Returns will not be accepted without our prior written authorization. Please feel free to contact us with any questions.