FAQ’s

The Preliminaries

Where Do We Begin?

Any great relationship starts with getting to know each other better. Here are some of the components we consider with you when you being your order or project:

  • Objective of your items
  • Type of Event
  • Target Audience
  • Budget
  • Timeline
  • Quantity

Overview of the Ordering Process

How Can I Place An Order?

You can either order directly online or by calling us at 678-574-2461 or send an email info@firesigninc.com  We respond in minutes!

What are the Imprint Options?

Imprint options are the various methods in which your product can be branded with your logo. We have MANY DIFFERENT options!

That’s when you go into a BYOB speak easy and you pay for ice & a cup. Sorry wrong platform! Custom imprinting your logo on an item requires printing plates, film, setting up the engraving laser or embroidery tape charges (just to name a few). These costs are independent of the actual costs of imprinting and are set-out under the “Set-up” section of your order confirmation. Although these are one-time costs, for certain items there are re-set charges, which will also be noted separately.

What happens after I place my order?

Immediately after placing your order you will receive an e-mail with instructions on how to send us your artwork. Once we receive your artwork and our art department has set-up your proof you will receive an e-mail or fax containing your Order Confirmation and Virtual Art 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 and will send you a shipping information sheet including your tracking numbers when your order is on its way.

Do I have to pay sales tax?

Unless you are a Government entity or have the correct paperwork. You have to pay sales tax. Look on the bright side. Your taxes keep the world moving!

How long does my order take to produce?

Average turnaround times on our “in-stock” items are usually 7-15 business days AFTER ART APPROVAL. Turn around times can vary. However, we can assure you, we will keep you posted!

What if I receive my order and I'm not happy? Is there a Guarantee?

We do everything possible to prevent mistakes on orders. Before we begin production of your order you must sign off on a complete Order Confirmation and Digital color art-proof. For orders in excess of $2500 (when time allows) we will do a pre-production proof. We Guarantee that we will ship your order exactly as you approved on your Order Confirmation and Art Spec and that it will arrive On-Time and error-free. In the event that your order is incorrect we will replace the goods and do whatever is necessary to make sure that you are 100% satisfied with your purchase and your experience. We have a 10+ year impeccable reputation for service & quality and take customer satisfaction very seriously. Keep in mind that we will be happy to send you a sample and encourage you to take advantage of this offer whenever possible.

Payment Information

How can I pay for my order?

Due to the permanent nature of producing custom products, all first-time orders must be paid for before shipping. You can pay by credit card (Visa/Mcard/Amex), company check or any other standard, legally-recognized form of payment. Customers wishing to be put on Account status must fill out a credit application. Large Organizations and Government Purchasers may use corporate purchasing cards. If you choose to pre-pay by company check we cannot process your order until your check clears our bank.

When do you charge my credit card?

We charge your credit card on the day that your Order Confirmation and Art Spec are approved.

How can we get credit terms? Can you bill me?

We offer open account status to qualified businesses. Please note that it takes up to 14 days to process credit requests. If you need your items in a hurry you may prefer to pay by credit card for this order.

Rush Orders

What if I have a Rush Order?

We pride ourselves on our FREE* 24 Hour Rush Service! We have hundreds of success stories. We can produce thousands of promotional items and apparel in as little as 24 hours. Rush service only applies to actual production time after order approval. Time does not include artwork production or shipping time frames. For questions concerning timing of your order please call our Rush Order Hotline at 1-888-678-7928 *Some additional fees may apply including but not limited to expedited shipping

 Samples, Minimum Orders & Unimprinted Items

What if I only want 1 item without a logo?

We specialize in corporate/collegiate merchandise and are not a retail site for individual purchasers. Although we would like to accommodate orders for 1 item at a time that simply is not our business. We make every effort to keep our minimum order quantities as low as possible, but sometimes we just have to say no. . .

What is the minimum quantity that I can order of a particular item with my logo?

That’s a tricky question…it truly depends. T-shirt min. is 32 pcs. Embroidered Apparel is a min of 24 pc. Minimum quantities are listed as the starting pricing column. However, sometimes manufacturers will have an Absolute Minimum quantity of 1/2 the listed quantity. This minimum usually requires a “less than minimum” charge and varies in amount from manufacturer to manufacturer. If you have questions concerning an “Absolute Minimum” please feel free to contact us at: info@firesigninc.com

Can I order a sample before I purchase a product?

Absolutely. However, we reserve the right to inquire about sample requests and will refuse to accommodate any request we feel is abusive. Our standard policy is that we do not charge for samples under $8.00 if you provide us with your shipping account number. Otherwise we may choose to charge you for samples.

What if I receive more or less than I order?

Because we produce items in bulk, we always try to run a few extra pieces in case there are quality issues. We want to make sure that you receive the best items we produce. Depending on the item that you order, that quantity can vary from 5% – 10%. We make every effort to meet your quantity exactly, but overruns are billable unless prior arrangements are made. This is a standard practice in our industry. Arrangements can be made prior to production to alter this policy and may require an additional charge.

Shipping Information

Can I ship on my own Fedex or UPS account number?

We encourage it! No problem. Just provide your 3rd party billing account number during the Order Confirmation process and we’ll take care of it for you.

How do you ship my items?

We prefer to ship by either Fedex or UPS. The shipping method is determined by your in-hands date, location of your destination, time-frame and cost factors. Shipping is charged at prevailing freight rates by carrier and we can ship on your account if you would like. If freight charges are not specified on your Order Confirmation we will bill your freight post-shipment and may show up as a separate charge on your credit card.. Our standard freight method is UPS Ground Service.

What if I have multiple destinations?

No Problem. Depending on the complexity of your shipping instructions we may have to add a per-location, drop-ship charge – usually $7.00 per location

Can you ship Internationally?

We can ship anywhere. From Sante Fe to  Mumbai! We currently have customers in several parts of the world.

What if UPS or FedEX loses my shipment?

We guarantee that we will ship your items on the designated day via the method that you have approved. However, ownership of the goods passes to the customer once we deliver them to the carrier. We will do everything within our power to help you with any situations you encounter. All of the major carriers that we work with have policies relating to these situations that you should investigate prior to placing your order.

How can I find out the status of my order?

We strive to keep you updated as your order progresses, so yo u always know what’s going on. However, if you call us at 678-574-2461 or email us @ info@firesigninc.com we give you immediate updates.

What if I need my products for a specific event date?

This is where “We are the Champions!” Please confirm your in hands date on your Order Confirmation. Production times stated on each product page are estimates only and vary according to manufacturer. Please advise us ahead of time if your in-hands date is firm or if you need your items by a particular time of day. Unless we are notified otherwise, we assume that the standard production time is appropriate.

ARTWORK

What kind of artwork do you need?

We must have “Vector” artwork in either .pdf, .eps, .cdr, AI with all fonts converted to outlines. This might work: Adobe Photoshop file in .EPS or .TIF format at 300dpi resolution and at actual print size or larger than final imprint. Please send us font files used in your design as a .TTF or list the fonts for us if you do not have them. Microsoft Word / PowerPoint / Corel Draw / Freehand or any other professional design program file for PC or MAC. Please make sure that you have included any placed images. This almost never works: JPEG / GIF / Bitmap images that you have dragged off of a website or someone else has given you in a low-resolution format. We usually have to recreate these logos from scratch which may incur artwork charges. Please Do Not Do This: Take a small-size, low resolution/jagged image and change the name to have a “.eps” extension. This does not change the file type. Please Note: Unsupported art file formats: QuakXpress, Pagemaker, Publisher and Freehand. Microsoft Office programs (Work, Power Point, Excel, etc) are not graphics programs and will not be recognized through the art acceptance process. If you are not sure if you have the correct artwork format just send it and we will let you know.

What is vector artwork?

Vector graphics are composed of paths or “lines” as some call it. They allow the art to print “clean”.

What if I cannot get the artwork in the correct format?

Send over whatever you have and we will evaluate and let you know what needs to be done. We will do whatever we can to make sure that your order is not held up because of artwork problems. Often times we can recreate your logo quickly with a small recreation fee.

What if I don't have artwork?

Glad you found us! We have a talented in-house art department that is available to create a design/logo for you. For simple jobs we may not even charge you for this service. However, our standard art fee is $50/hr.

What is PMS Color Matching?

PMS stands for Pantone Matching System®. It is the standard color matching system that allows printers to choose a color without leaving it up to an individuals’ subjectivity. Each color in the Pantone color chart corresponds to a particular number so that if you say your logo is royal blue, we can pick an accurate blue to recreate. PLEASE NOTE: Because computer monitors display colors in RGB format, the color that you see on your screen may not be accurately calibrated to the actual PMS color chart.

Where should I send my artwork?

If you order online, you can upload your art during the checkout process. You can also e-mail your artwork to: info@firesigninc.com For Larger Files, we will email you a link to upload the artwork to.

Do you keep my artwork on file?

We archive every art job that we do for our clients. This means that once we have your logo on file there is usually not a need to send it to us again. We can also make revisions and/or changes to your logo or add text underneath (usually) at no charge.

FireSign Extras

I'm looking for the lowest price possible. Will you beat competitor's prices?

There is a broad and healthy diversity of companies in the promotional products industry. FireSign Inc’s value proposition doesn’t rely on rock bottom pricing. Rather, we offer outstanding value by providing clients with exceptional service, comprehensive support, high-quality products, and absolute peace of mind. Most importantly, we offer innovative products that get noticed! However, if it is a competitive situation, and you really want to work with us, we have been known to be flexible. We know you might be thinking…”oh you must be one of those high priced boutiques”. Not at all! In fact, our prices remain competitive because of our high volumes, and because we have built a hyper-efficient system to coordinate and manage ordering, production and shipping. We are the perfect balance of price and quality.