DIY Home Page » Frequently Asked Questions
DIY Promo, Inc 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:
Brief Overview of Ordering Process
1. Place Your Order
From our Home Page locate the promotional product for purchase then select the Add To Cart button and identify the product color, quantity and imprint color. Then click on the Check Out button to include your contact information and upload your artwork.
If you have questions during any step, please do not hesitate to contact us by phone at (727) 434-0204 or via e-mail at info@diypromo.com
2. Order Verification
We will send you an email order acknowledgment to confirm your order and also double check the order details, stock availability and artwork.
3. Submit Payment
Before we can begin working with your order, we require credit card authorization. This card will NOT be charged until you have given DIY Promo final approval of the artwork and order.
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 your order goes into production without your final, signed approval.
5. Review and Approve Order Acknowledgment and Digital Proof
Your order will be shipped once production has been completed.
Submitting Artwork
Art may be submitted through our website at the checkout process. You may also submit your artwork via email: art@diypromo.com
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?
Call us at (727) 434-0204 or email customer service at info@diypromo.com to get the latest information about your order. You will need to have your order number handy.
Can I order the products blank/no imprint?
Perhaps you have a screen printing business of your own or simply need blank goods for supplies. Either way, most products available through DIY Promo 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.
Can I order fewer than the stated minimum?
Less than minimum is not available at this time. Please contact customer serivce for any further questions as we may have an alternate product that may have a lower minimum available
Can I order different quantities from those shown online?
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. .
Do you offer rush service?
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. Please contact us at (727) 434-0204 to inquire if rush service is available for the item you are interested in.
What does the pricing shown online include?
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 setup fees will be noted in the “Product Details” section. For some items, such as and hats and bags the pricing online includes the cost of the garment AND the cost of embroidery, often up to 7000 stitches. Most items are capable of being printed using multiple colors (additional fees apply), and some, in different or multiple imprint locations. If you have any questions concerning a specific product, please contact a sales representative
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?
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 a reduced set up charge for most exact reorders. Reorder must be for the same product with the same imprint.
Are there any other charges I should know about?
Depending on the nature of your printing order, other charges may apply. Examples of such charges include:
- Rush Service
- Specialty Packaging
- Additional Print Locations
- Additional Colors
- Artwork Changes / Modifications
- Product Upgrades
- Less Than Minimum
- Pantone Matching System (PMS) Color
- Cancellations
- Changes Made After Authorization & Approval of Order
- Split Shipments
What forms of payment do you accept?
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:
- By completing the payment link online
- By calling (727) 434-0204
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.
Will I be charged sales tax?
Florida sales tax will be added at a rate of 7.00% to all orders shipped to an Florida address when applicable. If your organization is tax exempt and a valid tax exemption number is provided at the time of placing the order, you will NOT be assessed sales tax. If your order is not being shipped to a Florida address, you will not be charged sales tax*.
Sales tax is not applied to the shipping portion of your order.
* Sales tax may apply depending on the origin of the goods (where the order ships from).
What is the sample policy?
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. DIY Promo will provide one free sample up to $5.00 (in the topmost pricing column shown on the product page). All samples over $5.00 will require payment via credit prior to sending the sample. DIY Promo will pay for the shipping and handling on your first sample. You can provide your shipping account number if you would like the shipment sooner/expedited.
DIY Promo reserves the right to refuse shipment of any sample to any party at our discretion. 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.
What if I don't see the product online that I am looking for?
DIY Promo 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 (727) 434-0204 or via e-mail at info@diypromo.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!
What artwork file formats do you accept?
Vector artwork such Adobe Illustrator (.AI) or Photoshop (.EPS). 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. 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.
Can I ship the order on my UPS or FedEx account number?
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. DIY Promo 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 internationally?
DIY Promo does not ship internationally at this time. We do ship to all 50 states in the USA. Please contact a sales representative for a freight estimate today!
How much for a split/drop shipment?
The first ship to location is included in your order and any additional drop shipments will incur a fee of $10 per location.
What is the return policy?
No returns of imprinted goods are accepted. Blank merchandise returns are subject to a 20% 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.
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 DIY Promo can begin to process a claim, a sampling of the goods must be provided for us to review.
What is the cancellation policy?
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.
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 (20% of item price), or shipping charges. These fees will be billed at DIY Promo 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.
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