Frequently Asked Questions (FAQ):

Absolutely. However, we reserve the right to inquire about sample requests and will refuse to accommodate any request we feel is abusive. Our standard policy is that we do not charge for samples under $8.00 if you provide us with your shipping account number. Otherwise, we may choose to charge you for samples.

No problem. Just provide your 3rd party billing account number during the Order Confirmation process and we'll take care of it for you.

We have shipped all over the world from Japan to Australia and currently have customers on almost every continent. We prefer to ship FedEx International and can handle everything from Customs to packaging for an additional charge.

RocketPromo.com is required to collect sales tax for all orders shipping to a handful of different states. This list changes from time to time but all sales tax that we are required to collect will be reflected in your order at the time of checkout. If you are tax-exempt you can submit a copy of your tax-exempt certificate (not a reseller certificate) via email to info@rocketpromo.com. Our accounting team will need to review and sign off on all tax-exempt requests before we can remove taxes from your order.

We archive every art job that we do for our clients. This means that once we have your logo on file there is usually not a need to send it to us again. We can also make revisions and/or changes to your logo or add text underneath (usually) at no charge. If a job is repeated 13 months after the original job, a new set up may be charged.

Just call 800-840-7625. Please have your job number or customer name handy and we can answer your questions immediately. Keep in mind that you will receive a confirmation and your tracking information on the day that your order ships.

We offer open account status to qualified businesses. Please note that it takes up to 10 days to process credit requests. If you need your items in a hurry you may prefer to pay by credit card for this order.

Due to the permanent nature of producing custom products, all first-time orders must be paid for before shipping. You can pay by credit card (Visa/Mcard/Amex), company check, or any other standard, a legally-recognized form of payment. Customers wishing to be put on Account status must fill out a credit application. Large Organizations and Government Purchasers may use corporate purchasing cards. If you choose to pre-pay by company check we cannot process your order until your check clears our bank.

You can either order directly online (at the individual product page) or by calling us at 800-840-7625

We prefer to ship by either FedEx or UPS. The shipping method is determined by your in-hands date, location of your destination, time-frame and cost factors. Shipping is charged at discounted freight rates by carrier and we can ship on your account if you would like. If freight charges are not specified on your Order Confirmation, we will bill your freight post-shipment and may show up as a separate charge on your credit card. Our standard freight method is UPS Ground Service.

Custom imprinting your logo on an item requires printing plates, film, setting up the engraving laser or embroidery tape charges (just to name a few). These costs are independent of the actual costs of imprinting and are set-out under the "Set-up" section of your order confirmation. Although these are one-time costs, for certain items there are re-set charges, which will also be noted separately.

Imprint options are the various methods in which your product can be branded with your logo. Below are a few of the most popular...

Screenprint

Screen-printing involves pressing ink through a fine mesh screen and onto the surface of a product.

Deboss

Also referred to as blind deboss, this classic method leaves an impression--or rather, a depression-- of the logo onto a material's surface.

Emboss

Embossing is a technique which creates a pattern on the material that is raised or in relief

Dome

An Epoxy Dome is made of a clear soft flexible see through material which is "domed" over the top of the pressure sensitive decal material.

Embroidery

Stitching a design into fabric through the use of high-speed computer-controlled sewing machines

Foil Stamp

Foil stamping uses controlled heat, pressure, and precision timing to apply colored or metallic foil resins to decorate surfaces of varied shapes and materials.

Laser Engraving

This technique uses lasers to engrave or mark an object. It can be technical and complex, and often a computer system is used to drive the movements of the laser head.

Heat Transfer

Heat transfers are applied by heat transfer printing. This dry decorating method uses controlled heat, dwell and pressure to thermally bond the graphic onto the surface, achieving high quality and durability.

Pad Print

Pad printing utilizes a flexible silicone rubber transfer pad that picks up a film of ink from a photo-etched printing plate and transfers it to a three-dimensional part surface.

Color Stamp

Simple one-color designs are enhanced when a die is used to apply colored foil to a material's surface.

Color Fill

Color fill combines color stamping and debossing. A die is created to first color stamp the logo onto the surface, and then that same die is used to deboss the logo into the material.

Digitizing

Before a logo can be embroidered, it must first be digitized. It is a technical term used to describe the process involved in programming the embroidery machine to stitch the logo accurately.

4 Color Process

A process where 4 different color values — cyan, magenta, yellow and black (CMYK) — come together to create a color image. These 4 colors can be combined to create thousands of colors.

Immediately after placing your order you will receive an e-mail with instructions on how to send us your artwork. Once we receive your artwork and our art department has set-up your proof you will receive an e-mail containing your Order Confirmation and Virtual Art Proof. You must approve your order and artwork to begin production. If we have any questions or need any other information from you, we will contact you immediately. Our goal is 100% customer satisfaction. We will keep you informed as to your order status throughout the ordering process and will send you a shipping information sheet including your tracking numbers when your order is on its way.

Send over whatever you have and we will evaluate and let you know what needs to be done. We will do whatever we can to make sure that your order is not held up because of artwork problems. Often times we can recreate your logo quickly with little or no charge. However, if your artwork is complex or we have difficulty reproducing it, we may have to charge you a small art charge based on the time spent fixing it. Typically, we charge $25.00 to have your art redrawn into a vector file. Some, more intricate files may require more time, but we will let you know if your file requires additional charges prior to working on the file.

We have a talented in-house art department that is available to create a design/logo for you. For simple jobs we may not even charge you for this service. However, our standard art fee is $75/hr.

We pride ourselves on our 24 Hour RocketService Express Service - we have hundreds of success stories. We can produce thousands of promotional items and apparel in as little as 24 hours. Look for the RocketService logo throughout our web site and check under the "Production Time" heading to see our express time frame. Many of these products are offered as a rush at no additional fee while others may have a small Rush Fee associated with the expedited service.

Rush service only applies to actual production time after order approval. Time does not include artwork production or shipping time frames. For questions concerning the timing of your order please call our Rush Order Hotline at 800-840-7625.

If you need immediate help do not hesitate to call us directly and we can suggest our most popular items! 800-840-7625.

No Problem. Depending on the complexity of your shipping instructions we may have to add a per-location, drop-ship charge -- usually $7.00 per location

Please make sure that the "Firm Event Date" Box is checked on your order confirmation. Production times stated on each product page are estimates only and vary according to the manufacturer. Please advise us ahead of time if your in-hands date is firm or if you need your items by a particular time of day. Unless we are notified otherwise, we assume that the standard production time is appropriate. Also, please note that we reserve the right to adjust delivery times based on customer needs. In other words, we may change your ship date by a day or so in order to accommodate a customer with a rush request. We will notify you immediately if we choose to do so.

We specialize in corporate merchandise and are not a retail site for individual purchasers. Although we would like to accommodate orders for 1 item at a time that simply is not our business. We make every effort to keep our minimum order quantities as low as possible, but sometimes we just have to say no. . .

Because we produce items in bulk, we always try to run a few extra pieces in case there are quality issues. We want to make sure that you receive the best items we produce. Depending on the item that you order, that quantity can vary from 5% - 10%. We make every effort to meet your quantity exactly, we do not charge for overruns. Should you receive less than you ordered quantity and require a credit from what you were originally charged, please contact our accounting team at ap@rocketpromo.com and please provide proof of your order, the quantity ordered and the quantity actually received. Once our team reviews your order should you be entitled to a credit we will place that credit on your account for future orders.