Frequently Asked Questions

Products and Services

Why does my logo need to be a vector file (.AI or .EPS)?

For logo imprint or engraving, the logo image or text must be provided as a vector file. The main reason is because a vector image retains its clarity when scaled up or down. You can see how the non-vector file is all pixelated and distorted. For the vector files, the computer remembers the file using vector paths, thus avoiding pixelation of the image. Vector paths are saved as mathematical equations, allowing resizing of the image without any loss of clarity. For the majority of other file types (jpg, bmp, png, and etc.), the computer uses a grid of pixels or small squares that get fuzzy and distorted when enlarged.

Why doesn't my .AI or .EPS file work?

Certain graphic programs allow saving any image as an EPS or AI file, but this does not make that file a true vector file that will allow printer/engraver to resize the file without loss of image clarity. These files will require to be recreated into a vector file by a professional graphic artist.


What are the Imprint/Decoration methods?

Imprint options are the various methods in which your product can be branded with your logo. Below is a list of our most common methods and what they mean.

Screen-print - 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 Stamping - 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.


How do I pick the right imprinted promotional product?

Selecting an imprinted promotional product simply by price may cost you more in the long run if it's not an effective item for your specific audience. Instead, you should choose an item that matches your business and your client's business and goals. Choose promotional items that your clients use daily and, when they do, they see your business name and what you do. Think about what your clients need, and meet their needs with your imprinted promotional product. Need help finding the best item? We have a team of promo specialists that direct you to the most effective promo product for your next event or giveaway.


What if I don't see the products I'm looking for?

iPromo has access to thousands of products! Our site is merely a sample of what we have to offer. If you're looking for something specific, looking to find items to fit your theme, or just don't see quite what you're looking for on our site, give us a call or chat now and we'll be glad to find the exact item you're looking for!


What are Set-up Charges?

Imprinting your custom artwork on an item requires printing plates, film, and setting up the engraving laser or embroidery tape charges (just to name a few). These costs are independent of the actual costs of imprinting. Not all of our products have Set-up charges, our flash drives have all-inclusive pricing (given our unique direct manufacturer relationships) so there are no extra charges to worry about.


Will I get a better price break if I order a larger quantity?

Definitely, iPromo provides quantity based pricing and can make recommendations that will help your organization save time and money.


What happens if I only need a small quantity of a printed item, can iPromo produce small runs?

iPromo offers printing solutions for any size business regardless of quantity, simplicity, or complexity.


What are PMS Numbers?

PMS - Pantone Matching System? has evolved into being the standard for color communication in the printing industry. When a system such as The Pantone Matching System? is used, the imprint artist indicates the specific PMS number on the artwork so the printer uses the proper color of ink. Our printing facilities have the common Pantone Matching System? colors pre-mixed and ready to use. The Pantone Matching System? has numbers assigned to identify specific color swatches which appear in the color matching guide book. Click here to view an online version of this color chart (color representations only).


Color Swatches on our Website

Please note that the color swatches shown on our site are general representations only. To see actual color, we encourage you to request a sample prior to ordering.


Custom Quotes

Our web site includes many products specifically researched and designed to help you look your best at your next event or promotion. If you are interested in a product not listed in our web site please let us know and we will be happy to provide you with a custom quote for that product within 24 hours.


How much data can a flash drive hold?

We've put together a chart that shows how many photos, documents, songs and videos your personalized USB drives can carry. Please keep in mind that these charts are based on an average file size and may vary slightly.


What is Data Preloading?

We can load any data file to your custom flash drive in advance to include presentations, software, press-kits, or just about anything you can think of. There is almost no limit to what and how you deliver your marketing materials. We offer complimentary data preloading of up to 100MB of data. Please see our data services page to learn about more ways we can help your data get added and noticed.


Placing an Order

Can I see a mockup of my logo on a product?

Yes! Absolutely! You can email us your logo and we'll gladly create a virtual pre-production proof free of charge!


What are my payment options?

At iPromo, we accept the following credit cards: VISA, MasterCard, American Express and Discover. For your convenience we also accept Purchase Orders (see next question for details), Company Checks and Wire Transfers.


Do you accept Purchase Orders?

iPromo does accept payment by purchase order from Fortune 1000, corporate accounts, schools and government agencies. All corporate purchase orders must be accompanied by credit and/or trade references. Upon receipt of the Purchase Order, your sales representative will contact you to confirm receipt and verify the specifics.


What happens after I place my order?

Once we receive your order, artwork, and our art department has set up your proof, you will receive an e-mail containing your Virtual Artwork 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.


What does production time mean?

Production time refers to the time it will take us to take your artwork and customize the items for you. Weekends and holidays are not included in the calculation of the production time. Please note, that the production time starts when we receive your signed proof of the artwork. Days of production listed on the site are for 1 color and 1 location. We will contact you for multi-color/location orders. Time required for shipping is not included in the production time.


Returns and Cancellations

What if I need to cancel my order?

Orders may be canceled within the first 24 hours after placing your order. If an order is canceled after 24 hours but before production begins, cancellations will incur a fee of 10% of the total order value. Due to the nature of customized products, once in production, an order cannot be cancelled or returned.


One of my products isn't working. What do I do?

We will replace product that isn't working for free. Contact your account manager directly to arrange for a replacement and the return of the custom product.


Can I return my custom order for a refund?

Due to the custom nature of our products, we can not accept returns on any customized products. For a product return authorization form for defective products, please contact your account manager. All orders must have a Return Merchandise Authorization (RMA) form accompanying the shipment in order to ensure expedient service.