Here are the questions we are most commonly asked here at Su-premiums. If you don't find the answer you need, just e-mail us at info@su-premiums.com or give us a call at 864-227-6229 ext. 2.

Q. How do I order?
A. Once you receive a complete quote from one of our friendly and knowledgeable representatives and all of your questions have been answered, simply say, “"I'm ready to order.” We will send you an e-mail with the order details as we understand them (item, color, imprint color, quantity, pricing, in-hand date, and shipping estimate). Please read this carefully and correct any errors. Once you approve this, we simply need to get your pre-payment and artwork (see below for further details).

Q. How do I pay?
A. We require pre-payment for all orders via check or credit card. If by check, we need it in our hands before processing the order. If by credit card, we will fax or e-mail you a credit card authorization form. We must have this filled out, signed, and faxed back before processing your order. However, we will accept requests for corporate accounts. Please just fax us the details and our accounting department will determine if terms are negotiable.

Q. What format does my artwork need to be in?
A. Our suppliers require vector art in .eps format. This means the file was originally created in Adobe Illustrator or Photoshop. All text must be converted to outlines. On occasion, some suppliers may accept other formats, but we would have to submit it for their approval. We cannot accept a .jpg, .gif, or .bmp. Although the quality of the image may appear good to the naked eye on your computer screen, the imprint quality is far from crisp and clear.

Q. What if I don't have artwork?
A. We offer graphic services as well. If you need a text only imprint, as long as you choose a font we have in our system, we will typeset your imprint for you at no charge. If you have a logo in the wrong format or if you are in need of a logo, we have a graphics artist who can help you. The charge is $50.00 per hour. Once we have an idea of what you would like to have created, we will estimate the amount of time and the cost. It typically takes 2-5 days to complete artwork.

Q. How do I submit my artwork?
A. Please e-mail your art file to artwork@su-premiums.com.

Q. How long until I receive my order?
A. The production time for each supplier varies, but the average is 2-3 weeks. However, many suppliers offer a rush service at an additional charge. Once you let us know when you need to receive your order, we will find the best solution for getting it to you in the most timely and economical way.

Q. What is a set-up fee?
A. Once you place an order, the supplier has to create a plate, screen, or die in order to recreate your imprint onto the promotional product you have chosen. Often times, if you should re-order the item, the set-up fee will be waived or reduced significantly. Most suppliers keep your plate, screen, or die on file for 2 years.

Q. Can I order a sample?
A. You can order sample items either blank or with a random imprint. We ask that you provide us with a UPS or Federal Express shipper number to cover the cost of shipping. We will cover the cost of the sample for anything below $5.00. If the sample is over $5.00, we ask that you cover the cost. If you end up placing an order for the item, we will credit the cost of the sample towards your order.

Q. Can I order a pre-production sample?
A. Yes. There are 2 ways to order pre-production samples. The most economical way is to place an order for the item you are interested in and request the pre-production sample. This way, if you get the sample and approve it as is, you are only charged a set-up charge once. If you order a pre-production sample without placing an order, you will be charged the set-up fee for the sample and then if you order the item later, you will be charged the set-up fee again.

Q. What if I just want a paper proof?
A. We will always provide you with a paper proof. This is an example of your imprint to the size it will appear on the product. Once our supplier faxes the paper proof to us, we will review it. If we don't see any flaws with the imprint, we will then fax it to you for your final approval. We ask that you sign it and fax it back as soon as humanly possible to keep the order on schedule!

Q. What if I need to make a change or cancel my order?
A. We fully understand that circumstances can change and they will. If you should ever need to change or cancel an order, the only cost you will incur will be whatever the supplier charges as far as a new set-up fee, restocking fee, etc. Su-premiums will not charge you anything for our services.

Q. What is a PMS match?
A. If your logo consists of a very specific color, most of our suppliers offer a PMS match. PMS stands for Pantone Matching System ® in which colors are assigned a number to insure exact duplication. If you need an exact color match, just provide us with the PMS number and we will take care of the rest. There is typically a fee associated with PMS matching.

Q. What about my privacy and security using Su-premium's website?
A. Information we collect about you is only used by Su-premiums to provide the services you have requested. We do not sell, barter, or trade information collected about you.

Q. What about copyrights and trademarks?
A. When you submit artwork to Su-premiums or use artwork that you have previously submitted to us, we have the expectation that you have the legal right, authority, and permission to use it. You must be the sole, legal owner or licensee of all rights, including copyright, to each copyright, trademark, service mark, trade name, logo, statement, portrait, graphic, artwork, photograph, picture or illustration of any person or any other intellectual property included in the artwork. You warrant that no part of the design is subject to any restriction which would prevent us from legally reproducing the artwork submitted. You agree to defend, at your sole expense, any claim, suit, or proceeding brought against us which relates to, or is based upon, a claim that any portion of the design infringes or constitutes wrongful use of any copyright, trademark, or other right of any third party. You shall pay any damages and costs assessed against us pursuant to such a suit or proceeding. Further, you agree to indemnify and hold us harmless from and with respect to any such loss or damage (including, but not limited to, reasonable attorneys' fees and costs) associated with any such claim, suit or proceeding.

Q. What about overruns and underruns?
A. Many times, our suppliers ship more pieces in your order than you requested. Su-premiums sees this is as just part of the system and you will never be charged for more than you ordered. However, if you should ever be shorted on your order, notify us immediately and will rectify the situation.