ORDERING & PRICING
HOW CAN I ORDER PRODUCTS?
Please contact us and we will gladly help you with your branded promotional product and apparel needs. When working with us please be prepared to share with us the nature of your project including intended recipient (i.e., employee, customer, prospect, etc.), purpose (i.e, recognition, business development, etc.), desired in-hands date, quantity and budget. These insights will help us curate the right branded solution for you.
WHAT IS YOUR STANDARD TURN TIME?
The average turnaround (including shipping) is running approximately 3-4 weeks from the time that your order is approved. PLEASE NOTE: This is only an average estimate. Production timelines vary from product to product. If you need your order to be shipped to you by a specific date, be sure to note when placing your order so that we can ensure you receive your order on time as needed or advise an alternate in-hands date based on available inventory and production scheduling.
IMPORTANT UPDATE: Your order may experience delays beyond our normal shipping promise due to high order volumes and challenges from COVID-19 and its impact on our production partners and global supply chain. We are doing everything possible to improve this situation and appreciate your patience.
What is a set up charge?
A setup charge is the fee incurred in order to make the plate from the artwork and set up the machine for imprinting. If you are re-ordering, a setup charge will also be included, because in order to re-print a previous design we need to start over and re-burn the design into the screen again to print it.
If I print the same set of graphics on different garment styles, do I receive a quantity discount?
Yes. If all of the garment styles selected can be printed together, the total quantity will apply towards both styles. Example: 72 Short Sleeve T-Shirts + 72 Long Sleeves = 144 piece pricing for each. If the garments cannot be printed at the same time and require additional set-ups for production purposes, your invoice will be split into two and each will be priced out separately.
Why did I receive a slightly different quantity than I ordered?
Since every order is custom decorated and we are producing your merchandise in bulk, it is possible that you will not get the exact quantity that you ordered. This is known as “over/under”. You may receive between 5% – 10% over or under the quantity that you order. We only bill you for the exact quantity that we ship. If you need an exact quantity just tell us up front and we will make arrangements to produce the exact quantity that you order. There may be an additional charge and we will let you know that up front.
WHY IS MY ORDER DELAYED?
Orders may experience delays due to challenges from COVID-19 and its impact on our production partners and the global supply chain. We are doing everything possible to improve this situation and appreciate your patience while we navigate through this challenge. Our team is standing by to assist - please reach out to us at customerservice@iceboxmail.com should you have any questions.
What are your minimums?
Minimums on promotional products vary from product to product. Depending on the type of project, screen printing is generally 72 pieces and embroidery is usually 36 pieces, or based on an overall minimum dollar amount. Please note: we are not a contract screen printer, but rather a full-service merchandise agency for business to business corporate clients and we do not sell direct to the individual consumer; and for new customers we require a first-time minimum order of $2,500.
CAN I RUSH MY ORDER?
Let us know when you need it, and depending on the type of product and the complexity of the order, we will do our best to accommodate you. There may be a rush fee depending on the item and how fast you need it.
Will I receive an order confirmation?
After placing your order with us, we will send you an order confirmation by email detailing what you ordered, the cost, the ship to address, the estimated ship date and other important order details.
What happens if I am not happy with the product that I receive?
We are very careful to make sure that we understand exactly what item you want, what art you want and when you want it in your hands. We do this using a written order approval, art approval and thorough and complete communication throughout the process. If we have made a mistake on your order we will either fix it or return your money. Our guarantee is your complete satisfaction.
Can I mix & match different garment colors & sizes within my apparel order?
Yes. You can order a variety of different colors and sizes with the same set of graphics embellished on them as long as the overall total amount reaches our minimum order requirements.
Can I cancel or change my order?
You may cancel at any time prior to production. Once items have been imprinted with your logo, we can no longer accept a cancellation. If you need to change your order for any reason, please contact your Creative Specialist.
ARTWORK
What kind of art do I need to send to you?
We prefer vector art which can come in .ai, .eps, or .pdf. Vector art, is a file or image that can be blown up without losing quality of the image. It is made up of paths not pixels. We can also use high resolution 300dpi .jpg or .tiff, or photoshop files.
Is PMS custom color matching available for my artwork?
PMS color matches are available on most promotional products. Please note some additional fees may apply for a PMS match. If PMS color matching is not available on an item, the closest available color will be selected, subject to your approval.
What's the turnaround time on art?
3-5 business days depending on the design requirements. Rushes are before 3 days. Art fees may be added to your order.
PAYMENT
What forms of payment are accepted?
Since every order is custom made with your logo on it we require a 50% deposit and the balance when we ship on all first orders. We accept Mastercard, VISA, American Express and Discover.
When is my credit card charged?
We will charge the 50% deposit when we take your order. The balance will be charged when we ship your order.