Frequently Asked Questions

Have questions about creating custom promotional products? Find helpful information below or contact Promo Ink AI for personal assistance.

Browse FAQ Topics

• Ordering and Products
• AI-Powered Services
• Artwork and Design
• Proofs and Production
• Rush Orders
• Shipping and Delivery
• Payments and Pricing
• Changes and Cancellations
• Satisfaction and Support

Ordering and Products

How do I place an order?

Browse our selection of more than 26,000 promotional products, choose an item, select the available options, and submit your artwork and order information. Product specifications, minimum quantities, pricing, and production times may vary.

Can Promo Ink AI help me choose the right products?

Yes. Our Custom AI Campaign Advisor can recommend products based on your audience, campaign goals, industry, budget, event, and delivery date.

Can I order a quantity that is not shown online?

Minimum quantities depend on the product and decoration method. Contact us if you need a different quantity, and we will check whether another ordering option or comparable product is available.

Do you offer product samples?

Samples may be available for select products. Sample charges, decoration, shipping costs, and return requirements can vary. Contact Customer Service for details.

Can I reorder a previous product?

Yes. Provide your previous order number or account information, and we will help confirm the product, artwork, pricing, and current availability. Exact colors and product specifications may change between production runs.

AI-Powered Services

What is the Promo Ink AI Campaign Advisor?

The Custom AI Campaign Advisor helps narrow thousands of choices into relevant promotional product recommendations. It considers information such as your campaign, recipients, budget, quantity, and timeline.

AI recommendations are intended to support product discovery. Final availability, pricing, imprint compatibility, and delivery timing must still be confirmed before production.

What is the Virtual Designer?

Our online click-to-order Virtual Designer lets you personalize eligible products, upload artwork, position design elements, and preview your concept before ordering.

Is the online preview my final production proof?

No. A virtual preview is a helpful design representation, but screen colors, product proportions, and imprint placement may differ from the finished item. When required, a production proof will be provided for approval.

Artwork and Design

What artwork files can I submit?

Vector artwork is generally preferred. Common formats may include AI, EPS, SVG, and print-ready PDF files. High-resolution PNG, JPG, or TIFF files may also work for certain decoration methods.

Artwork requirements vary by product. Our team will let you know if adjustments or another file format are needed.

What if I do not have finished artwork?

You can begin with a logo, image, text, or design idea. Our Virtual Designer and customer support team can help you determine the next step. Artwork preparation or design fees may apply depending on the work required.

Can you match a specific brand color?

PMS color matching may be available for certain products and printing methods. Additional charges may apply, and exact matching is not possible with every material or decoration process.

Do you keep artwork for future orders?

Artwork and order files may be retained to make future orders easier. We recommend keeping your original artwork and confirming that the latest approved version is used for every reorder.

Can I submit any logo or design?

You must have permission to reproduce every logo, trademark, image, slogan, or other protected material you submit. Promo Ink AI may request proof of authorization or decline artwork that appears unauthorized or inappropriate.

Proofs and Production

Will I receive a proof before production?

A digital proof may be provided when required for the selected product or decoration method. Carefully review spelling, colors, artwork, positioning, product details, and quantities before approving it.

Production generally begins after all required approvals and payment arrangements have been completed.

How long does production take?

Production time varies by product, quantity, decoration method, inventory, and order complexity. The production period normally begins after artwork approval—not when the initial order is submitted.

Shipping time is separate from production time.

What are setup charges?

Setup charges cover production preparation such as screens, dies, printing plates, embroidery digitization, or machine configuration. They are separate from the cost of the merchandise and may apply again if the product, artwork, size, color, or decoration method changes.

Can the finished product look different from the proof?

Minor variations can occur because of product materials, manufacturing tolerances, decoration processes, screen settings, and ink or thread behavior. Product colors and imprint colors may also vary slightly between production runs.

Rush Orders

Does Promo Ink AI offer 24-hour rush production?

Yes, select products may qualify for 24-hour rush production. Eligibility depends on inventory, order quantity, decoration method, artwork readiness, proof approval, payment, and the applicable daily cutoff time.

Rush production refers to production time and does not automatically include delivery time.

Do you offer 24-hour shipping?

Expedited and next-day shipping options may be available depending on the destination, carrier schedule, product, and completion time. Carrier transit times are estimates and are separate from production.

What do I need for a rush order?

For the best chance of meeting your deadline, submit complete artwork, accurate order information, payment, and approvals as early as possible. Changes or delayed responses may affect rush eligibility.

Shipping and Delivery

How is my estimated delivery date calculated?

The estimated delivery date combines production time and carrier transit time. Weekends, holidays, inventory changes, weather, carrier disruptions, address corrections, and approval delays may affect delivery.

Can I ship to multiple addresses?

Split shipping may be available. Additional handling, fulfillment, and shipping charges may apply. Contact Customer Service before production to discuss your address list and deadline.

Do you ship internationally?

International shipping may be available for certain orders and destinations. The recipient may be responsible for customs duties, taxes, brokerage fees, import requirements, and delivery delays.

Can I use my own shipping account?

This may be possible for qualifying orders. Contact Customer Service before placing the order so the shipping arrangements can be reviewed.

What should I do when my order arrives?

Inspect the shipment promptly. Verify the product, quantity, color, decoration, and carton condition. Keep the packaging and contact us immediately if anything appears missing, damaged, defective, or different from the approved order.

Payments and Pricing

What payment methods do you accept?

Available payment methods will be displayed during checkout or confirmed by Customer Service. Additional verification or payment requirements may apply to large, international, institutional, or rush orders.

When will I be charged?

The timing of authorization and payment depends on the order and payment method. Your order confirmation or representative will explain the applicable payment schedule. Production will not begin until required payment arrangements are complete.

Do you charge sales tax?

Applicable sales tax is collected based on the order and shipping destination. Tax-exempt customers should submit a valid exemption or resale certificate before the order is finalized.

How does the Price Match Guarantee work?

Promo Ink AI offers a Price Match Guarantee on qualifying comparable offers. The competing quote must generally cover the same product, quantity, decoration, setup, artwork, shipping, and service conditions.

Restrictions and verification requirements may apply.

Changes and Cancellations

Can I change my order after submitting it?

Contact us immediately. Changes may be possible before production begins, but they can affect pricing and delivery. Once materials have been ordered, artwork has been prepared, or production has started, additional charges may apply.

Can I cancel my order?

Cancellation availability depends on the order's status. Customized products generally cannot be canceled after production begins. Charges already incurred for artwork, setup, materials, samples, or production may remain payable.

Satisfaction and Support

What if my order is damaged, defective, or incorrect?

Contact Customer Service promptly with your order number, a description of the issue, and clear photos of the products, imprint, cartons, and shipping labels. Keep all merchandise and packaging until the review is complete.

We will review the order and determine an appropriate solution based on the circumstances and applicable policy.

What if I simply change my mind?

Because decorated merchandise is customized for a specific customer, it generally cannot be returned because of preference changes, incorrect customer-supplied information, or approved artwork.

Contact us if you have concerns, and we will review the available options.

How can I contact Promo Ink AI?

Our team can assist with product selection, artwork, order status, rush deadlines, shipping, reorders, and account questions.

Phone: +1-866-970-8490Email: hello@promoinkai.comBusiness Hours: [INSERT BUSINESS HOURS]

Still Have Questions?

Let Promo Ink AI simplify your next promotional campaign. Explore more than 26,000 products, get AI-powered recommendations, create a design online, or connect with our customer support team.

Product availability, prices, production times, shipping estimates, and service terms are subject to change. Final order details will be confirmed before production.