FAQ's

Ordering Process Overview

Once you choose your product and place your order through our checkout system an estimate is generated and your information is forwarded to our dedicated customer service team. They will then contact you during business hours to review details of your order, discuss your artwork and look at timelines and shipping options.

Artwork will be prepared for your approval - you will receive an email with an art proof which you will have to review and approve or make suggestions for revisions as necessary. Once you have approved the art you will also receive an invoice detailing all charges including shipping.

Once you have signed, approved, and emailed or faxed in both the art and the invoice the order will be placed into production. Nothing goes into production without your approval. Depending on the product, manufacturing takes 2-4 weeks from receipt of signed invoice and art. We keep you informed as milestones occur in your order and provide tracking information upon shipping.

Artwork & Design

What kind of Artwork can I send in? .ai, Vector .eps or Vector .pdf are the preferred formats for imprinting promotional products. If you have hired a graphic designer or web designer to make your art, chances are they will have the proper format.

What if I don’t have the right format? Or what if I don’t have artwork? If you don’t have your artwork in the proper file formats, please forward what you have and our Graphics department will work with you to get what is needed. Note that we can also assist in producing artwork for you: the first 30 minutes of artwork is free. Hourly rate for producing format ready artwork is $60/hour thereafter. Artwork produced for presentation is the property of Ultimate Promotions Ltd. until account is paid in full

How do I send in my Artwork? Artwork can uploaded through the checkout system or emailed to info@ultimatepromotions.biz or to your dedicated customer service team member.

Will I see a proof before my order goes into production? Yes, we always send out a proof for you to review and sign off on prior to your order going into production. It is very important that you review this proof thoroughly: once you have signed your proof, we are not responsible for any spelling errors or omissions that you have approved.  

Do You Keep My Artwork On File For Future Orders?

Yes, we keep your artwork on file to make re-ordering and using your art on other products easy and simple!

Copyright Infringement, derogatory messaging and Intellectual property rights: We will not take on orders where clients are utilizing another company’s logo that they don’t have the rights to use and we will not work with clients that want imprinted products that convey a derogatory, sexist or racist message.

 Colour Matching for Imprints: We do our best to match the colour you indicate for your imprint utilizing the Pantone Matching System (PMS). Most manufacturers offer 6-10 standard colors for imprinting and your specified colours will be matched as closely as possible from the manufacturer’s standard color palette. If your colour falls outside the standard choices, a surcharge may apply for the specialized ink required to make a match. It should be noted that there are also limitations with some products due to the imprinting process so exact PMS matching may not be possible. Finally, it is important to note that computer monitors display colours differently and the actual imprint colour on your product can vary from what you see on your screen.

Shipping

Production times vary from item to item. Keep in mind that manufacturing production times are based on business days – most manufacturers do not work or ship on weekends. Shipping times will vary based on the shipping method chosen & the ship to and from locations. All orders are sent via courier – UPS, Fed Ex, Purolator or local courier if applicable. Orders CANNOT be shipped to a PO Box – courier delivery requires a street address. If you would like an order shipped on your shipping account, please inform your customer service representative.

Split Shipments? Yes, orders can be shipped to multiple locations but note that extra shipping fees will apply. Let your customer service representative know and they will be happy to help organize this for you.

Shipping Internationally? Yes, orders can be shipped internationally on a case by case basis. Speak directly with your customer service representative to arrange international orders.

Set-Up Fees & Stamping Molds

Custom pins, medals and coins require an engraved steel stamping mold for manufacturing. This often represents a major portion of the cost of your order. Our factory serves thousands of customers every year and for this reason, they only store current orders.  If you don't re-order your product within two years, there is a chance you will need to pay for the creation of another stamping mold. 

Set-up fees for promotional products and clothing are often kept longer. We use a variety of suppliers so it's difficult to offer exact timelines on how long they will store setups. 

Upon Delivery of your Order

When you receive your merchandise, please go through it carefully – INSPECT, COUNT THE ITEMS AND CROSS REFERENCE WITH YOUR ORDER BEFORE UTILIZING THE PRODUCT.  We advise reviewing its quality even if you do not intend to use it right away. If there are any issues with your order please contact your customer service representative at 1-866-661-9696 upon receipt so that we can deal with it right away for you!  

Payment

We accept payment via cheque, Visa and MasterCard.

Purchase orders are accepted at the discretion of the accounting department. For all purchase orders our terms are Net 30. Overdue payments will result in revocation of terms.

• Orders $1000 or under require advance payment by cheque or credit card.

• Orders over $1000 require a 75% deposit. The balance is billed within 48 hours of the shipment arriving at the designated shipping address.

 Rush orders required in less than 7 working days (excluding weekends) have to be paid in full at time of order.

General Ordering Information

Samples? Please contact us if you are interested in obtaining a sample of a particular item. We are happy to provide a sample to you once you have had a chance to talk with a customer service representative about pricing, imprint possibilities and shipping costs for the product you are interested in. We like to ensure you have a good idea of the product and whether it fits your needs and budget prior to ordering a sample. Samples are sent to you free of charge and generally are yours to keep. In the event we require a sample returned, we will let you know. Samples CANNOT be shipped to a PO Box – courier delivery requires a street address.

How long are quotes valid for? Quotes for domestic products are valid for 30 days unless otherwise stated on the quote. Quotes for USB drives are valid for 1 week only as the pricing of USBs fluctuates on a daily basis.

Can I cancel or change my order? Orders can be cancelled at any time PRIOR to going into production. We cannot accept cancellations once the imprinting process has begun. If you need to make changes to your order for any reason, please let your customer service representative know right away.

I Have A Rush Order – Can You Accommodate My Timeline?

Rush orders can usually be accommodated depending on the product you require and your location. Please contact us so that we can get the details to see if we can meet your deadline.Keep in mind that there are extra fees for increased productions speeds & air/overnight shipping upgrades. The terms on rush orders are pre-paid. You will be billed for the order even in the event something beyond our control happens to create a delay. (ie- customs inspection, weather delay during shipping). We will offer a discount or a refund only when the delay is caused by our negligence. If you are not prepared to pay for the goods if they arrive late, then please don’t place the order.

What are Set-up Charges?

In order to imprint your specific logo on promotional products, a screen or die has to be created with your image. Generally, these are one time fees – if you re-order the same product with the exact same logo (repeat order) you do not have to pay the set-up again. There are a few exceptions (some suppliers only keep logos for 1-2 years) and if your order falls into an exception, our sales representative will let you know.

Overages & Shortages? All orders are subject to “5% over or under” quantity variance. We charge you for what you ordered – so if you receive more, consider it a bonus! In the unlikely event you receive less than you ordered, please let your customer service representative know right away.

What Sales Tax Will I Be Charged?

Sales tax is charged as per Province of delivery. Only First Nations orders with delivery to Reserve or some Government departments are exempt from sales taxes.

About our Website & Social Media

 We like to put artwork and examples of imprinted products on our website as example of what we offer. If you are not comfortable with us using your products for our marketing purposes, please let us know. We often use social media to welcome our customers and share kudos on our twitter feed. We use your initials and company name when tweeting your kind words about us. 

Pricing and product information on the web site and our quotes is subject to change without notice