Frequently Asked Questions
If your question is not answered on this page, please don’t hesitate to contact us.
Call 1-800-783-9138 or email
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and we'll find the answer.
Shipping and Delivery
Pricing and Payment
Art and Decoration
Orders and Returns
Website/General
SHIPPING AND DELIVERY -TOP-
Q: What are normal production and delivery times?
A: All delivery times are after art/logo approval. Normal delivery on all stock apparel items is 2-4 weeks after art approval. Delivery schedules are based on manufacturer's requirements, so please refer to individual product detail pages.
Q: What company do we use for shipping?
A: All shipments are via UPS ground unless otherwise specified.
Q: What happens if a product is backordered?
A: We make every effort to ensure the products on our site are in-stock and ready for decoration. Occasionally, due to circumstances beyond our control, our stock of a certain product may be depleted. When this occurs, we will contact you with a revised ship date. If this revision does not meet your needs, we will offer you a comparable product as an alternative to the one you ordered.
Q: How can I get my order faster?
A: You may choose faster shipping during the checkout process. Or, call us toll free at 1-800-783-9138 or email us at
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and we will do everything possible to meet your deadlines. Rush charge and expedited air freight will be applied to your final cost. Most items have a 2, 3, or 5 day rush option. We even offer a 1 day rush on many of our popular items. Please note Rush Service will require addition cost per item or an addition Setup Charge. Along with rush production, we are always able to expedite shipping. All orders ship out via UPS ground service, unless expedited method is requested. If a close in-hand date must be met and a rush service is chosen, then expediting shipping might be an only option for an on time delivery. Your Representative will provide all shipping options for you before the order ships.
We encourage our customers to get more information on rush service availability prior to placing an order. This will expedite the order process and ensure that we can deliver the order on time for the event.
Q: Can I have my order shipped to multiple addresses?
A: Yes, simply email
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or call 1-800-783-9138 when placing your order to specify multiple shipping addresses.
PRICING AND PAYMENT-TOP-
Q: What are the standard minimum order quantities?
Apparel
For embroidered apparel, the standard minimum order quantity is 6 per style. You must use the same logo and logo colors on a single style to qualify for minimum pricing. Some styles may have higher minimums. Please refer to individual product detail pages. For screen printed apparel, the minimum order quantity is 12 per color/style. You must use the same logo and logo colors on a single style to qualify for minimum pricing.
Headwear
You must use the same logo, logo colors and decoration method on a single style to qualify for minimum pricing. Once you have met the minimum, you must order headwear in consecutive increments of 12. All caps should be the same style, color, and logo as the initial cap you ordered. You may not combine headwear styles, colors and identification options to meet minimum or consecutive increment requirements.
Gift items
Minimum order quantities for gift items vary by product. Please refer to individual product detail pages.
Q: What are the standard setup charges?
A: Setup charges vary by product. Please refer to individual product detail pages.
Q: What payment options are available?
A: Major credit cards, money orders, certified checks or wire transfers are acceptable. If you wish to establish credit at Brand Makers, please ask for a credit application. It will take two to three business days for Brand Makers to review the application. Upon satisfactory review, a line of credit will be established. Most first time orders are paid by credit card to facilitate prompt order placement.
Q: Why is sales tax added to my order?
A: In accordance with state and local tax laws, we may be required to charge sales tax on your order. If you are a tax exempt organization please contact us at (877) 783-9138 for more information before ordering.
ART AND DECORATION-TOP-
Q: Is there a preferred format?
A: At Brand Makers we make ordering of promotional products as easy as possible. After you have chosen the product(s) you want to order, simply e-mail your artwork to us and we'll let you know if we can use it as is or if it requires revisions by our art department.
Acceptable File Types (In Order of Preference)
- Adobe Illustrator (8.0 - CS) .EPS or .AI files
- Adobe PhotoShop (300 dpi +) .PSD files
- High resolution (300 dpi +) .JPG or .TIFF files. or .PNG files
Unacceptable File Types
- Low resolution JPEG, GIF, or PNG
- Artwork imported into a word processing program such as Microsoft Word, WordPerfect, PowerPoint, Publisher, etc
- Faxed artwork will NOT be clear enough to reproduce on your imprint.
If any of the above is your only option please contact us at
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.
Brand Maker’s art department can definitely help you create the right file.
Fonts
- If a specific font is used in your artwork, please email the actual font to the art department.
- If submitting an .EPS or .AI file please outline all the fonts.
- Please note that in some instances we have to recreate your artwork and an alternate font might be used.
Q: What if I don't have artwork?
A: We can assist you in creating artwork or making your logo ready for imprinting. Simply email or fax us a copy of your logo and type style that you prefer and we'll take it from there. Artwork services are billed at $45.00 per hour. If that is necessary, we will let you know before proceeding.
Q: How do I need to send my artwork?
A: Artwork must be sent electronically. To provide your artwork in another format, please contact Brand Makers at 1-800-783-9138 or email
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.
Q: How long is my artwork stored?
A: Your digital artwork will be kept on file for up to 2 years. As long as you re-order the item with the same imprint within this period we can re-use your screen, and you can avoid paying another setup charge.
Q: Can I get a proof of my artwork?
A: Yes, we offer JPG or TIFF files for your approval upon request. If you would like a copy sent to you via e-mail or fax, please call us at 1-800-783-9138 or email us at
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Q:Can I get my PMS color matched?
A:Yes, we provide PMS color-matching unless otherwise stated. If PMS color-matching is not possible on an item, the closest available color will be selected. One of our graphic design experts can help you select imprint colors for the best presentation of your artwork. For embroidery, we will select the embroidery thread color which most closely matches a specified PMS color. Some additional charges may be incurred for a PMS match. Your Representative will advise of this upon order confirmation. Please call 1-800-783-9138 or email
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for details.
ORDERS AND RETURNS-TOP-
Q: Can I add, cancel or delete items on my order if I change my mind?
A: Since your order is processed as soon as it is placed, we are unable to allow for changes, corrections or cancellations. Please review your order carefully before placing it. You will need to place a new order for additional items.
Q: Can I get a sample of the product?
A: Yes, we can send you a sample of the actual item you are looking to purchase on our website. Most items are available with either random logos or blank.
For your convenience, samples will be billed at the lowest quoted price on brandmakers.com and will ship ground to your location with applicable shipping and handling charges. Please note that samples may take 10 business days or more to arrive.
For more information, to check for sample availability of your chosen product, or to order a sample, please call us toll free at 1-800-783-9138 or email us at
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and we’ll review your specific sample needs.
Q: Can I receive a pre-production sample for approval prior to my order being placed into production?
A: Yes. To receive a pre-production sample, you must place your order by phone and request a sample at that time. Call us toll free at 1-800-783-9138 or email us at
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for additional charges. Delivery time on your order would begin based on when the pre-production sample is approved.
Q:Am I limited to the items shown in the catalog or can I customize my order?
A: Our special order options are endless. Our online offerings represent only a sampling of the products we can source and develop for you. We have unsurpassed purchasing power with access to over 5,000 industry vendors and more than 900,000 products. Please call us toll free at 1-800-783-9138 or email us at
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to begin the custom order process.
Q: What if I want a larger quantity than those listed on the site?
A: Please call 1-800-783-9138 or e-mail
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for larger quantity quotes.
Q: How do I get in touch with someone if I have a problem with my order?
A: You can email us at
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or call us toll free at 1-800-783-9138, Monday through Friday from 8 a.m. to 5 p.m. Mountain time.
Q: What if I receive more or less than I ordered?
A: We strive to ship you the exact quantity you ordered for every product. However, due to occasional variations in the identification process, an overrun or underrun of an order quantity may occur. We reserve the right to ship and invoice up to ± 5% of the original order quantity.
Q: What if I'm not sure about the product color?
A: Product colors are reproduced as closely as possible throughout our website. However, actual colors of products or identification processes may vary. The colors are to be used only as a guide; please contact us at 1-800-783-9138 or email us at
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if you have specific color requirements.
Q:What sizes should I order?
A:
- Unisex sizes (S,M,L,XL,2X,3X) generally fit adults up to 6'1".
- Garments available in Tall sizes (LT-3XLT) are noted on the individual product detail pages. Tall sizes add 1-1/2" to sleeve length and 2" to the body length.
- Many products or brands can fit differently. If you would like more information on a specific garment's fit, call us toll free at 1-800-783-9138 or email us at
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.
Product Sizing Information:
| UNISEX STYLES |
XS
|
S
|
M
|
L
|
XL
|
2X
|
3X
|
| Men's Shirt/Jacket |
30-32
|
34-36
|
38-40
|
42-44
|
46-48
|
50-52
|
54-56
|
| Ladies' Shirt/Jacket |
4
|
6-8
|
10-12
|
14-16
|
18-20
|
22
|
--
|
| |
| LADIES' ONLY STYLES |
S
|
M
|
L
|
XL
|
2X
|
| Ladies' Shirt |
4-6
|
8-10
|
12-14
|
16-18
|
20-22
|
| |
| YOUTH STYLES |
XS
|
S
|
M
|
L
|
XL
|
| Shirt |
2-4
|
6-8
|
10-12
|
14-16
|
18-20
|
Caps - Adult Caps One Size is adjustable to fit 6-7/8" - 7-5/8"
Q: What is your return policy?
A: Since all of our products are personalized, we are unable to accept returns. If you feel your order was produced incorrectly, please contact us at 1-800-783-9138 or email us at
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within 30 days of the invoice date. If it is determined there is a material or manufacturing defect with your order, we will issue a returned goods authorization number and accept your return and repay your freight costs. We regret we cannot accept returns sent C.O.D. nor can we accept returns based on defects discovered after you have a third party apply additional decoration.
All claims for shortages, loss or non-delivery must be made within 10 days from the date of the invoice. Claims for damages in transit must be made with the individual carrier when you receive the shipment, so please save all shipping cartons for inspection.
WEBSITE-TOP-
Q: Is my credit card and account information secure?
A: Absolutely. Brand Makers is a Payment Card Industry (PCI) compliant merchant. PCI compliance is a set of security standards created by the major credit card companies to protect their customers from identity theft and security breaches. Under the PCI Data Security Standards, we can assure you that your credit card data, account information and transaction information are safe from hackers or any malicious system intrusion.
Q: What if I'm having trouble with your website or I find an error?
A: We strive to make the online shopping process as easy and accurate as possible. If you have a comment about our site, please contact us so we can make your shopping experience better.
Q: Can I order a print catalog?
A: Yes. Simply contact us at 1-888-783-9138 or email
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.
Q: How can I contact Brand Makers directly?
A: You can email us at
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or call toll free at 1-800-783-9138.
Q: How can I find out about special offers?
A: To receive exclusive information about special offers and deals, email
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to be added to our special offer list.
Brand Makers uses art, logos and other materials (Artwork) supplied by our customers to provide products and services. Brand Makers assumes no responsibility for determining the proper ownership or proper use of the Artwork. Any customer of Brand Makers represents and warrants to Brand Makers that he or she has the unrestricted right to use, copy and distribute each copyright, trademark, service mark, trade name, logo, statement, graphic, artwork, name, photograph, portrait, picture or illustration of any person or any other intellectually property in the way it is to be printed on or otherwise applied to the promotional merchandise ordered by the customer. Brand Makers assumes no responsibility for determining who does or does not have such authority.
By submitting artwork to Brand Makers for use on a product, customers shall defend and hold harmless Brand Makers for the use of any Artwork and for breach of this warranty. Customers shall also indemnify, hold harmless, defend and absolve Brand Makers, its affiliates and licensors for and against all claims, liabilities and expenses arising out of or related to any actual or alleged infringement or misappropriation of any copyright, trademark, logo or other proprietary rights or merchandise. This directive will remain in effect after delivery of the product or service.
Brand Makers reserves the right to refuse to provide product or service when it is determined that the Artwork does not meet Brand Makers standards.
SITE NOTES
The artwork, designs and trademarks shown on products on this site are examples of the type and quality of product identification available. They are not intended to represent endorsement by - or production for - the owners of the artwork, designs or trademarks. The illustrations are not meant to be advertisements. Items as pictured with identifications are not for sale to anyone other than the parties expressly authorized by the owners of the trademarks and logo designs. All prices and product details are subject to change without notice.
TERMS AND CONDITIONS OF SALE-TOP-
Acceptance
All orders are subject to written acceptance. Orders may not be canceled once production has begun. Orders canceled before actual production has begun require written notice. Orders that can be canceled are subject to charges for all costs of processing and make-ready preparation that may have occurred prior to receipt of cancellation notification.
Your submittal of an on-line or telephone order to Brand Makers and your subsequent signature on our order acknowledgement is a conditional acceptance by Brand Makers of your consent to purchase merchandise from us and confirms your acceptance of our terms and conditions of sale as set forth below. Buyer and Brand Makers agree that any contract hereby entered into shall be interpreted and governed by Arizona State Law. Use of Trademarks and Designs submitted to Brand Makers.
Any company or individual ordering custom-imprinted merchandise Brand Makers, warrants and represents that you are the sole, legal owner or licensee of all rights, including copyright, to each trademark, logo, statement, or any other intellectual property included in the design you instruct us to have imprinted on the merchandise you purchase. Furthermore you warrant that the designs you approve for reproduction are in accordance with the guidelines of the owner of said trademark or logo. You warrant and represent that no part of the design violates or infringes upon the rights of any person or entity nor is it subject to any restriction or right of any kind or nature whatsoever which would prevent Brand Makers from legally reproducing the images or text submitted.
You agree to defend, at your sole expense, any claim, suit, or proceeding brought against Brand Makers for reproduction of the trademarks, logo or written information you supply to us which constitutes wrongful use of any copyright, trademark, or other right of any third party. Brand Makers shall not be held liable for the unauthorized, improper, or illegal use of any logo or trademark that is applied to promotional merchandise purchased from us. Further, Brand Makers will not accept liability for the actions of clients who have misrepresented their ownership of licenses or trademarks. Further, you agree to indemnify and hold Brand Makers harmless from any loss or damage associated with any such claim, suit or proceeding. Reproduction of Trademarks and Logos on Our Web Site
All items shown on our web site containing corporate logos or registered trademarks are shown only to illustrate the logo reproduction capabilities of the companies that produce the respective merchandise displayed on our site. The illustration of any trademark on our site does not constitute any endorsement by Brand Makers on behalf of the owner of said trademark or design.
Product Images Displayed on our Web Site
We warrant that we have not altered or enhanced any images shown on our web site to misrepresent the true nature of the product displayed. We strongly urge our customers to request samples of the products they are considering for purchase to ensure that the color and quality meet their requirements for distribution.
Product Consistency
We cannot guarantee that all orders purchased through Brand Makers will be 100% consistent in color and material consistency. Minor variations in dye lots, and material thickness and finish are inherent to the manufacturing process. By placing your order with Brand Makers you agree to accept merchandise with such reasonable manufacturing variations.
Site Pricing
While we make best efforts to keep our site up to date, from time to time actual market conditions may change the price of a product. We reserve the right to change prices on the site at anytime. If a site price is incorrect on an item that you ordered, we will contact you immediately with the most updated price or help you choose a different item that is within your budget.
Transfer of Ownership Merchandise
Brand Makers provides a firm ship date for your order and we recommend the most efficient and cost-effective methods to ship based upon your in hands date and destination. Our products are sold F.O.B. (freight on board) factory and are owned by the purchaser once they are picked up by the carrier.
Shipping Delays
Brand Makers shall not be held responsible for delays in delivery resulting from acts of God or other circumstances beyond our control. Our specified ship dates for your order(s) are based on the representations of the factory where your merchandise is produced. We will not be held liable for any special damages or consequential claims that exceed the invoiced value of the merchandise purchased if merchandise is not shipped on the specified date or is delayed in transit.
Please note that orders placed online at www.brandmakers.com cannot accept order shipping to international addresses. If you wish to ship to an international location, please call 1-800-783-9138.
Warranties
We warrant that all merchandise sold to you by Brand Makers is free of any security interest. We shall make available all transferable warranties from the manufacturer of the merchandise available to you, the buyer. We do not express or imply any warranties as to the fitness for purpose of the merchandise you purchase from us.
Cancellation or Changes to Existing Orders
Once you have returned a signed order acknowledgment, we cannot guarantee that we will be able to make changes to or cancel your order without incurring charges. This will depend on the extent of work the producing factory has performed on your order. We will advise you in writing of any and all costs incurred prior to making changes or cancellations with the factory. You will be responsible for payment of those charges without dispute. Should you cancel your order with Brand Makers prior to the commencement of production by the factory, you will be charged a processing fee of $50.00 for the work we have done to place your order into production plus proof charges if applicable.
Under/Overs
During the imprinting process, products may be discarded that do not meet our factories' high standards. Some factories run extras to be sure to have enough properly imprinted pieces to fill the order. We invoice for the exact quantity shipped. Usually the range is between 5% under and 5% over, but for certain products it can be 10% or higher. Brand Makers will adjust your invoice or credit your account or charge card after your order ships for the exact quantity shipped to you. Please be sure to order a large enough quantity so that if there is an under shipment, you will have enough products for your program.
Claims, Adjustments & Returns
Should you have any problems with your order, please contact your Brand Makers Account Rep at 1-800-783-9138 within 15 days of receipt of your merchandise. We urge you to inspect your merchandise upon arrival in order to facilitate the resolution of any claims. Do not return the merchandise to us without receiving a Return Authorization as it will be refused. If you receive a Return Authorization we will advise the correct shipping address for your return. Your Brand Makers Account Rep. will assist you in resolving your claim if your order has not been produced as requested or is defective in manufacture. Claims for merchandise damaged in transit must be resolved with the carrier.
Sales Tax
Brand Makers is required to collect applicable sales tax in Arizona and sometimes in other states. If your company or organization is a nonprofit, we need a copy of your tax exempt certificate. If you use promotional products for resale, we need a copy of your resale certificate. Please fax these to us at (801) 798-2179.
Payment Terms
We may grant Net 30 day payment terms after reviewing your completed credit application. By placing your order with Brand Makers under these terms, you agree to pay our reasonable attorney or collection fees incurred for the collection of any past due balances on your account.
Returned Checks
Any checks submitted for payment of our invoice(s) which are returned for insufficient funds will result in a charge of $50.00 to the entity to whom we issued the subject invoice(s).
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