Frequently Asked Questions
Can I buy less than the Minimum Quantity?
Many promotional products can be purchased at quantities below the minimum listed. Many times these lesser orders are at a higher price that the listed price. To see if a product you're interested in is available in below minimum quantities, please contact an account manger at 866-858-5801.
I need it fast. How does Rush Service work?
Deadlines are a fact of life. At PromoFox, we work hard to help you meet your obligations. Our Rush Production and Delivery Service is available on most items. When you find a product of interest, the Rush details should be available. If not, call an account manager at 866-858-5801 for information on Rush Service.
Every item we sell has it's own production time (expressed in the number of working days). Rush Service reduces the number of working days it takes to create the product. Most products have a 5, 3 or 2 day Rush service available, but also include additional costs per item or additional setup fees.
Once an item has been Rushed through production, you may likely require Rush Delivery as well. All of our order ship either UPS or DHL ground service unless you request a faster method of shipping. Contact an account manager at 866-858-5801 for fast shipping options.
If you're faced with a tight deadline for a project or event, the best option is to speak with an account manager before placing the order. Their experience with the entire production and delivery process can eliminate mistakes and ensure that you receive your materials on time.
What if I need to Return a product?
PromoFox works hard to ensure that there are no problems with your order. If there is an issue due to the direct fault of PromoFox, we will correct the problem as quickly as possible. If you need to return products, you must get a Return Merchandise Authorization number from an account manger at 866-858-5801 within 7 days of receipt. NO PRODUCTS MAY BE RETURNED WITHOUT AN RMA. An unauthorized return will void any credit or refund.
What if I need to Cancel an order?
At PromoFox, we strive to make our customers 100% satisfied with our products and service. When an order is placed the order is authorized at that time. Customers are responsible to be aware of production times and delivery dates. If there is a question about whether a product can be produced and delivered on time, please contact an account manager at 866-858-5801 prior to ordering.
If an order is canceled before production has begun, there is a 5% cancellation fee for all orders that meet the following:
If an order is canceled before production has begun, there will be no cancellation fee for all order that meet the following:
Once an order has begun production, cancellation may still be possible, however a higher cancellation fee will be applied depending on the amount of production that has been completed.
When an order has finished the production process the order may not be canceled. However, the method of shipping may still be modified.
What methods of payment are accepted?
The following payments are available for both online and over the phone transactions:
If you require payment by check, this is an available option, however you must speak with an account manager at 866-858-5801.
What about Over Runs and Under Runs?
It is sometime difficult to accurately count the number of items delivered due to the fact that many promotional products are small and counted by weight. The industry standard for Over Runs and Under Runs is +/- 10%. PromoFox works hard to ensure that you get exactly the amount you ordered, but this is not always possible. Your account will be billed or credited in the amount of the overage or shortage.
What the deal with Setup Fees?
Many promotional products that are imprinted must have a screen or plate custom created for your message. If you have more than one color on the imprint, then a screen or plate must be made for each. There are sometimes also art charges from the manufacturer. The art, screen and plate charges are usually expressed as Setup Charges that are in addition to the per piece price of the item.
What if I need a sample of the product?
Selecting the perfect item for you upcoming event or promotion can be difficult. To assist you in selecting process, we offer imprinted and non-imprinted samples. Sample Requests should be sent to the following address:
Please include the following information with each request:
Once we receive your Sample Request, you will be contact with the total cost for your samples and a request for payment. Depending on the item, some samples are available free of charge, while others require payment. If the sample requires a payment, that payment must be made in full before the sample item will be shipped. PromoFox reserves the right to refuse any sample request and there is a $50.00 maximum limit on samples that are free of charge.
What are the Art Requirements?
Our in-house staff of graphic designers will make your custom imprints shine every time. Our proof approval process eliminate errors and increases efficiency. If you have your own artwork to submit, please keep the following guidelines in mind:
Approved File Types
- Adobe Illustrator
- .EPS
- .AI
- Adobe Photoshop
- .PSD
- High Resolution Standards Based Images (>300 DPI)
- .JPG
- .TIFF
- .PNG
Unacceptable File Types
- Low Resolution Standards Based Images (<300 DPI) These are the types of low-res images frequently used for Internet graphics.
- Any document created with Microsoft Word, Works, PowerPoint, Publisher, etc.
- Faxed Artwork - the quality of a fax is too poor
If you are unsure about the quality of your artwork, send us your file and we'll be happy to evaluate it.
Fonts
- If you require a specific font for an imprint, please email the actual font to art@promofox.com.
- When using an .EPS or .AI file, be sure to outline all the fonts.
- If we have to recreate your artwork we will do our best to match your fonts as closely as we can.
What about Imprint Proofs and Production Samples?
No matter if you submit approved artwork, or we create the art for you, you will be emailed a proof approval form. You are required to review the artwork for errors before your order will sent to production. PromoFox cannot be responsible for errors, misspellings and omissions on customer imprints. It is critically important that you proofread the proof approval closely and carefully. If you have a problem with the proof approval, simply reject the proof and describe whatever changes you require. Once the corrections are made, a new proof approval will be sent to you.
If you require a Production Sample Proof prior to the start of the production process there may be additional fees. On some items a Production Sample Proof is not available. Your order will not be put into production until at least 24 hours after you have approved the Production Sample Proof. Please contact an account manger at 866-858-5801 for specific product information.