FAQs
From set-up charges to ordering, if you have any questions you can find the answer here! If you need assistance with your order, please contact our Customer Service or Request a Quote. Our dedicated team is available to assist you Monday through Friday, 9 AM to 5 PM EST.
Congratulations! You’ve searched our catalog and found the perfect item for your promotion. Now, to make it yours follow the steps in the Customize Your Product section to complete your order:
- Quantity: Please specify the order quantity that you’re interested in ordering and click NEXT.
- Configuration: In this section you can select various options, such as colors, sizes, etc
- Artwork: In this area you will select one of several options to upload your artwork or request to have artwork created for you.
- Add to Cart: Once you have added the item to your cart. You will be asked if you would like to Checkout, View Your Cart or Continue Shopping. Please select the option that best describes how you would like to proceed.
When you are ready to check out, you will be asked to sign into your account. Now you will be able to confirm the shipping address and make changes to this address if needed.
You will now be able to enter a discount code as well. You can receive discount codes if you sign up for the Imageact newsletter. Just sign up and we will send you a 10 percent discount code.
You will be asked to enter your credit card information. You are able to edit your billing address here as well.
Once completed, select Process Payment and Submit Order.
When your order is submitted it is placed on hold so that the art department can start work on your virtual proof Once you receive the proof you can approve it and the order is sent to production or you can make changes and we will send you a new proof. Should you decide to cancel the order, it must be done before you approve the art proof. We will then refund you for your order.
Creating an account is required to request a quote, order a sample, or place an order. Once you have created your account you will be able to login to view your order status, track your order and see your virtual proofs. Although Imageact customers will create an account the first time they place an order through the system, there are many advantages to creating one ahead of time.
- Faster checkout: When you are ready to make a purchase, your billing and shipping address will be pre-populated, making the checkout process quicker and easier.
- Persistent shopping carts: Imageact associates shopping carts with an account. This means that as long as you log in before shopping, you can start shopping on one computer and complete your purchase on another device without having to re-add the items to your shopping cart.
- Wish List creation: Wish Lists allow you to plan ahead and create product lists that you can share with coworkers and colleagues. Learn more about managing Imageact wish lists.
First, click on the person-shaped account button at the top-right of every page of our site or click here. There you’ll click “Create Account.” Complete all fields with accurate info and click “Submit.”
This will create the account and send you an email confirmation, after which you can log in and start ordering. While logged in, the button you clicked to visit the login page will now take you to your account page.
If a specific size is indicated on your order, we will determine the most appropriate size for your imprint. If no imprint area is indicated, we reserve the right to decorate in the area most suitable for the artwork and method specified.
Artwork Requirements
Decorating Method | Accepted Artwork Files | Additional Information |
|---|---|---|
Embroidery | Tajima DST files, Wilcom EMB files | If digitizing is needed, please send in an acceptable file for all other methods. If a digitized file is provided, the setup fee is 50% off standard setup. Please note: Apparel products have different digitizing requirements than bags and other items. Existing files may need to be re-digitized. |
Transfer, Digital Color Print, Digital Inkjet and Domes | Adobe Illustrator (AI) file, vector format with all text converted to outlines. Please save as .eps or native .ai file. | Raster images are acceptable for these methods (graphics like jpg, tiff, png, psd, etc.). The file should be at least 300 ppi native resolution and at the size it will print or larger. There may be restrictions if the artwork is too complex. Any free-standing text should be included in vector format |
All other methods | AI file, vector format with all text converted to outlines. Please save as .eps or .ai file. | Unsupported Art File Formats: QuarkXPress, PageMaker®, InDesign, Freehand®, Microsoft® Office (Word, PowerPoint, and Excel) will also not be recognized through the art acceptance process. |
PMS Color Matching
Color matching is available at no cost. However PMS matching is not guaranteed on dark-colored items or stainless steel and is not available for any four-color process method.
Artwork On File
Artwork is kept on file for up to 18 months. Re-orders must contain the customer number plus a copy of the artwork to ensure the correct artwork is pulled. Artwork CANNOT be transferred from one distributor’s file to another without written permission from the original distributor. Art files greater than 18 months must be resubmitted and are subject to a new set-up fee.
Artwork Return Requests
Artwork will be returned upon written request after completion of order and payment of invoice. Written requests may be made via mail, fax, or email. The customer is responsible for postage and/or freight changes. Any deboss dies returned to customers are not eligible to be sent back for a future order. A new die will be required.
All imprinted orders require minimum quantities as listed throughout the catalog. Less than minimum orders are accepted on most orders for an additional charge. Less than minimums are not available for select items.
We must receive your proof approval and shipping information before production commences. Once approval is received, any changes to an order may incur additional costs and production time. The following proofs are available:
We provide a virtual approval system that allows you to view proofs online at no charge. You can approve, approve with changes, or reject your proofs.
Product proof requests add 3 days to standard lead time. All item and shipping and handling costs apply. A product proof will ship via overnight service. Depending on order size and imprint type, we may require a product proof.
After receiving your order, we will send you an Order Acknowledgement. Please review carefully and contact our Customer Service Team immediately if corrections and/or changes are necessary. All changes will be confirmed in writing.
Visit your account and view your Order Status to see the status of any order.
Please pay invoices via credit card by clicking on the link in your invoice.
Yes, you can pay with your credit card online. Navigate to View Statements and Pay Invoices, select the ‘open’ invoices you want to pay, and proceed to the payment page. If you have a card on file, you’ll need to update the verification number (on the back for most cards, front for AmEx). If not, follow the steps to add your credit card information.
General lead time information can be found on each product page. These times will vary for each product.
Note: If your order is needed sooner for an event date, please note the event date on your order and we will do everything possible to support your request. Rush fees may apply.
Drop-shipment charges apply for each additional location per release, plus freight costs. Drop-ship addresses must be received at the time of order receipt. If there are more than 10 drop-shipment addresses, you must provide addresses electronically via e-mail attachment with a purchase order reference in the subject line.
Yes. Third party orders will be assessed per-order handling fee. If you provide us with an account number for shipping, or designate a specific carrier, you assume responsibility for the shipment from the time the order is ready for pickup. You can add a freight account and specify shipping carrier during checkout on Imageact.shop.
For U.S. domestic shipping quotes, UPS is our standard carrier. When your order ships, you’ll receive an Advance Shipping Notice with a tracking number.
Yes, Imageact offers graphic and design service through our art department. Give your artwork a fresh new look with a custom design from our team. $65 service includes one design and up to two revisions. More than two revisions will incur an additional charge. For more information, contact your sales representative or Customer Service.
A spec sample (speculative sample) – and sometimes called a pre-production proof – is a pre-production, branded item featuring your logo, used to showcase exact quality, color, and placement before a full order.
These can be purchased at 25% off catalog EQP for the product. These items are non-returnable. Full setup and running charges apply. Limit of three per item number. Spec samples are available for up to 5 items (maximum of 3 pieces per item).