Frequently Asked Questions

 

How fast will I get my order?
That’s a good question. Depending on the items you ordered standard production takes 5 to 14 business days and depending on where you are located ground shipping takes 1 to 4 business days. Free shipping is provided on all ground orders – so that’s awesome. Your customer service rep will be able to give you exact times on your order. And if you need items expedited we can in most cases make some things happen.

Can I split my order and ship to multiple locations?
Sure! Just let your Customer Service Rep know (you’ll get an e-mail from them shortly after you place your order!) and they’ll be happy to assist. Please note, free ground shipping is included in every order so split shipping may require a shipping fee for the additional locations.

Can I ship internationally?
In many cases yes. It’s best to work with our Customer Care team on this as each case is a bit different. Please contact us!

Can I ship on my own shipping account?
Yes. Just let your Customer Care Representative know (you’ll get an e-mail from them shortly after you place your order!) and they’ll be happy to help.

What type of payments do you accept?
We accept all major credit cards that are processed when you check out. If you are unable to use a credit card, don’t have one, or for some odd reason – please contact us through the contact us page and we can pair you up with a Sales Rep and you can be invoiced the old fashion way. 

When do you charge my credit card? Do you require pre-payment?
We ‘authorize’ your card once your order is placed. If the order changes after it has been placed (i.e. If you want to decrease your order quantity or something along those lines) we will credit your card for that amount. Your customer service rep will work with you on all order change issues.

What if I receive more or less than I ordered?
The dumbest thing that happens in the promotional product industry are charges for over runs? Why our industry thinks it’s acceptable to charge you for something you didn’t order is stupid. We do not and will never charge for over runs. It’s not fair and not your fault that someone else can’t count.   

Can I cancel or change my order?
You can cancel at any time prior to the order going into production. Once items have been imprinted with your logo, we can no longer accept a cancellation. If you need to change your order for any reason, please contact your Customer Service Rep (you’ll get an e-mail from them shortly after you place your order!) and they’ll be happy to help.

What are set up charges?
Set up fees are something you don’t need to worry about because we do not charge for them. But if you want the insight, set up charges are costs to burn screens for printing and to digitize logos for embroidery. 

If I reorder an item will I pay set-up charges again?
Nope, we don’t charge set up fees!

Will I see a proof before my order goes into production?
Yes! Unless it is an exact reorder or you have requested to not see a proof, you always will receive an ‘e-proof’ of your item which must be approved by you before we go to print.

Can I see a sample?
Yes! We’re happy to send you a sample of an item(s) you’re considering. We send the samples free of charge and in most cases they are yours to keep. Occasionally (for expensive items) we may ask you to return the item so we can keep our prices to you low. Please feel free to contact us at support@screenbroidery.com to request a sample of any product we offer. Our sample service is intended to help those who are seriously considering an item or are looking for ideas. So if you are just wanting to collect lots samples of lip balm or pens just call us and we will send you a bunch at once. 

Can I order in quantities smaller or larger than those shown?
Most of the time the minimum quantity shown is the required minimum, although we encourage you to contact us if your requirements mean you need fewer items so we can offer assistance if possible. If you need to order more than the quantities shown definitely call us 317-703-3449 as additional discounts and options are available.

Use of Trademarks
If we use artwork you have supplied to imprint your product, you are warranting that you have unrestricted right and authority to use and distribute that artwork. If you have a logo that is in question we may not be able to print it without proper authorization because we don’t like being sued.  

Do you have licenses to print my College, University, or Greek logo?
In most cases yes. We work with a lot of the major licensing organizations and are licensed to reproduce many, many logos for internal use. If you’re curious as to whether your organization is on the list, please call us at 317-703-3449 or support@screenbroidery.com to talk with a rep who will be able to help.