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General Support
What if I don't have artwork?
If you don't have artwork, it's not a problem. Sketch out or send us a file describing what you're looking for and we'll help you out. We will do simple typesetting of your name and message at no charge! If we need to recreate your art, the charge is typically $50-$100, if you need it in a rush let's talk!
If you can't find an acceptable electronic file that meets our requirements, you might consider asking the person who originally created your logo for a vector file and have it emailed to us. Sometimes when the files are large, our clients prefer to use of data transfer system: www.FileTransferStation.com. Please remember to ask them to use the requirements below.
Remember, artwork should never get in the way of doing a promotion. If you can't find art that meets our electronic submittal requirements, we can always assist. Once we recreate your art, you won't have this charge again.
What if I want a specific color match imprinted?
Many of our decoration methods allow for the opportunity to closely match the imprint color to a specific requirement. Customers who require specific color matching should provide us with "PMS" color numbers where applicable. PMS stands for Pantone Matching System ®. For more information on the Pantone Matching System click here. Be aware that all monitors are different and the color you see on the screen will surely be different when viewed in person. Where PMS matching is available, there is typically a charge per color for this service as inks need to be carefully blended to achieve a close match to your color. This charge is also applicable on reorders. If your logo is to be embroidered, we will select a thread which most closely matches your PMS color and you will have the opportunity to approve.
What graphic file type should I send you?
We only accept files in PC Formats
We prefer to receive files in .AI, .EPS or other vector formats. Files from other may be acceptable, however you will need to discuss with SMG's art department.
Artwork with Text
We recommend that all text be converted to outlines when possible. If not, all fonts, font suitcases, printer fonts and screen fonts must be included with your art. Please note that the smallest text size that can be imprinted is typically around 6-8 pt. with some exceptions, for embroidery letter should be non-serif and at least 3/16" to 1/4" in height.
Single Color Artwork
We prefer Adobe Illustrator files, however we can use .jpg or .tiff files if their resolution is 600 dpi (dots per inch) or higher at the size of the imprint area. The logo should be in black on a white background. Web /images are 72 dpi and are not acceptable. If your item is to be embroidered, we can use a web graphic.
Multiple Color Artwork
Send only original, native vector, EPS files. We cannot accept art files from the following Mac or PC platforms: BMP, Photoshop EPS, JPG, GIF, PICT, or TIFF. Do not attempt to save these files in an acceptable format. We cannot guarantee files sent from PC platforms (BMP, DOC, GIF, PICT, PPT) or any other than our preferred file formats or acceptable software will be usable. PC files such as DOC, EXE, PCX, PPT, P65, or XLS are not acceptable. These file formats are generally low resolution-- only suitable for viewing on-screen-- not for printing and cannot be appropriately modified. If your item is to be embroidered we can use a low quality graphic.
If you have any other questions, feel free to contact our art department and we'll walk you through it.
Where do I send my art?
Please send your artwork directly to your rep. If you do not have a rep, please call 877.255.7255 to speak with a one today.
What if I don't have artwork?
If you don't have artwork, it's not a problem. Sketch out or send us a file describing what you're looking for and we'll help you out. We will do simple typesetting of your name and message at no charge! If we need to recreate your art, the charge is typically $50-$100, if you need it in a rush let's talk!
If you can't find an acceptable electronic file that meets our requirements, you might consider asking the person who originally created your logo for a vector file and have it emailed to us. Sometimes when the files are large, our clients prefer to use of data transfer system: www.FileTransferStation.com. Please remember to ask them to use the requirements below.
Remember, artwork should never get in the way of doing a promotion. If you can't find art that meets our electronic submittal requirements, we can always assist. Once we recreate your art, you won't have this charge again.
What if I want a specific color match imprinted?
Many of our decoration methods allow for the opportunity to closely match the imprint color to a specific requirement. Customers who require specific color matching should provide us with "PMS" color numbers where applicable. PMS stands for Pantone Matching System ®. For more information on the Pantone Matching System click here. Be aware that all monitors are different and the color you see on the screen will surely be different when viewed in person. Where PMS matching is available, there is typically a charge per color for this service as inks need to be carefully blended to achieve a close match to your color. This charge is also applicable on reorders. If your logo is to be embroidered, we will select a thread which most closely matches your PMS color and you will have the opportunity to approve.
Samples
We are happy to offer you samples to help you with your purchase decision. Here's how:
- Samples can be ordered directly with your Sales Rep or with a Customer Service Rep.
- Many samples are available at no cost, however depending on the product there may be a shipping charge or in some cases a small fee for the sample itself.
- We reserve the right to refuse free samples to any party at our discretion.
International Sample Orders
We are happy to ship samples to international customers. If you are outside the US and Canada, we do ask that you provide your DHL, Fed Ex or UPS account number for shipping charges. Please call your Sales Rep with any questions.
If you have any questions about our sample policy please call us M-F 9:00am - 6pm EST for personal assistance!
Electronic Proofs
Our expertly trained artists will prepare an electronic proof of your artwork, and even make recommendations if you would like assistance. These electronic proofs can be emailed or faxed to you for your review and are typically sent along with your Order Acknowledgement. In some rare cases there may be a small fee for electronic proofs or a revision to your proof.
Pre-production Proofs
In some cases, we can actually produce a physical proof of your item with your imprint prior to running your entire order. We recommend this on all orders where time permits. Pre-production proofs typically incur an additional charge. Please let your Promotions Specialist know if you would like a Pre-production proof.
Minimum Order Size
The minimum order for any item is the minimum quantity listed for that item on our web site. Minimum order quantity applies to both blank and customized merchandise.
Large Quantity Discounts
Price reductions for quantities greater than those shown on our site may be available. Please place your order or contact customer service for an exact quote.
Shipping Information
We make best efforts to ship your products to your desired destination in the most economical way possible given your specified date and production limitations. The most economical means of transportation is typically UPS, DHL or FedEx Ground. In some cases where product is extremely heavy, another common carrier may be used.
All orders are shipped FOB (freight on board) from the factory. This means that you own the merchandise from that point on. We guarantee that your items will leave the factory on or before the ship date specified on our Order . We cannot be held responsible for goods lost or delayed by common carrier, international or US Customs departments or by 'acts of God'. We will typically notify you with tracking information within 24 hours of shipment.
We are able to ship to most locations in the US and abroad although individual carriers have restrictions regarding PO boxes.
All orders will be shipped using SMG account and billed with your order accordingly. If you prefer to use your own account, we can accommodate you. Please provide us with the carrier name and your account number with your order. If you choose to use your own account, you will be solely responsible for the insuring of your shipment. If your shipment is damaged or lost in transit, you will be responsible for the full invoiced amount of the items.
Finally, because SMG sends its products from factories around the world, orders placed on the same day may arrive at different times. If you have unique needs regarding arrival of products, please be sure to specify those needs with Customer Service or your Sales Representative.
Faster Shipping
If you require expedited shipping we can use your UPS or Fed Ex account number or charge your credit card - it's up to you!
Split Shipments
At SMG, it is no problem at all for us to send your items where they need to be. Simply, specify that you need your order sent to multiple locations. A Customer Service Representative will call you or send you an email in order to obtain the details. Freight will be billed individually for each shipment on your final invoice.
International Shipments
SMG works with customers all over the globe and ships to most countries outside the U.S. International customers should be aware that due to factors beyond our control such as customs clearance and national and international regulations regarding importing, delivery times for international shipments cannot be guaranteed by SMG. We will do everything in our power to get your order SHIPPED on time but we will not accept responsibility for delays on overseas shipments provided your order leaves the factory on time. You own the merchandise when it leaves our factory.
Rush Service
I Need it Really Fast?
If you are working on a very tight deadline, please contact us about Rush Service, some products can be produced and shipped out within 1 business day. You could also call us for personal assistance. Please note that you must consider delivery time when figuring out when you will receive your order. We can only guarantee that your order will leave the factory on time according to the shipping method that you specify. Rush orders often incur additional charges and you may be required to limit the complexity of your artwork. For rush orders, you must submit your art by email.
Why use SMG fulfillment services?
If you're planning to do a mailing, regardless of the size, SMG can provide fulfillment services to meet your needs. If you're considering doing a mailing in-house, think ahead about who would do it, if they have the time, and how much that time is really worth. With our resources and infrastructure, chances are it's actually less expensive for us to do it for you. Having us do what we do best lets your staff focus on what they do best.
Custom Solutions!
We can offer customized solutions to fit your needs. From special packaging and inserts to shipping method and schedule, we can execute your fulfillment project to your exact specifications. Let us know exactly how you want each package to look when it is received and we can make it happen.
An Overview of the SMG Ordering Process
Shortly after placing your order, you will receive an email with a Sales Order outlining specific details of your custom order. We will also arrange payment methods at this point. Signature of this Sales Order is required for SMG to process any order, regardless of size, including samples.
A Customer Service Representative will contact you to process your payment, for your convenience SMG can receive a check by fax to expedite the ordering process.
First time orders
First-time orders from SMG require prepayment in full. We recommend the use of a credit card to facilitate rapid fulfillment of your order, but you may also use a company check by fax, money order, or even cash if you choose. Please be aware that forms of payment that require funds to clear into our account can delay your order. We will not ship orders until our bank has cleared your funds.
Credit Cards
The majority of our customers prefer to pay for their orders by credit card. SMG accepts Visa, MasterCard and American Express. We do not recommend submitting your credit card information via email; you can call in or fax your card information to us. When providing credit card information, please include your order number, the type of card, the card number, the expiration date and your full name and billing address as it appears on the card.
When paying by credit card, you will be charged 100% of the amount stated on your Order upon approval. Should any overruns or under runs be applicable; we will typically charge or credit your card within 7 business days of order shipment.
Information regarding account number and expiration dates as well as authorized signatures will be held entirely confidential by SMG and its representatives.
Company Check
Customers may pay by company check. We require that the funds clear our bank in order for us to ship your product. If time is of the essence we strongly recommend using a credit card.
Check Returns
In all cases where we have a check returned for insufficient Funds we will assess a $50.00 fee.
Net 30 Terms
If you are granted payment terms, you agree that if you are late paying your invoice, a 1.5% finance charge or the maximum charge permitted by law may be assessed against all accounts with past due balances. You agree to pay all the company's reasonable attorney's fees and all collection agency fees incurred in the collection of any amount owed thereunder and not paid when due.
Shipping Delays
Customer agrees that it will not hold SMG accountable for delays in delivery occasioned by acts of God or other circumstances over which we have no direct control. Factory shipment or delivery dates are the best estimates of our suppliers, and in no case shall SMG be liable for any consequential or special damages arising from any delay in delivery.
Warranties
SMG warrants that all goods sold are free of any security interest and will make available to you all transferable warranties made to SMG by the manufacturer of the goods. SMG makes no other express or implied warranties, and specifically makes no implied warranties of merchantability or fitness for purpose.
Merchandise Consistency
Please note that we encourage you to take the opportunity to review a sample of the actual product before you order in bulk quantity. It is important that you understand that these samples are representative in nature. While we are very careful about the suppliers we use, manufacturing variations are unavoidable and a natural result of the manufacturing process. By choosing to place and order with SMG, you are agreeing to accept merchandise with reasonable manufacturing variances in product material, color and packaging.
Transfer of Ownership of Merchandise
All goods become your property at the time they are accepted by the carrier.
Acceptance
Your submittal of an online order and/or your signature on our Order is a conditional acceptance by SMG of your offer to purchase our goods and your acceptance of our terms and conditions. It may contain terms that differ from or add to those contained in your purchase order, should you have one, and to the extent that this is the case, SMG hereby expressly conditions its acceptance of your offer on SMG' assent to the additional or different terms. Your receipt and retention of the goods covered by this invoice shall constitute acceptance of any such additional or different terms. You and SMG agree that any contract hereby entered into has been made and is to be construed to the State of Florida.
Sales Tax
SMG is required by law to collect all applicable state and local taxes for services and goods shipped to Florida. Customers in other states may be required to remit use taxes. Please consult your tax advisor. Companies, individuals and organizations who are exempt from sales tax should provide us with a copy of their resale certificate by fax to 954-301-2223.
Cancellations and Alterations to Existing Orders
Once an Order is approved, we cannot guarantee our ability to make changes or cancellations to an order. SMG will make every effort to comply with your cancellation request. If you have already signed your Order, there will be a minimum charge of $50.00 to cover order entry and preparation expenses. In addition, you are liable to pay the agreed upon price for any work that may have been completed up to the time that we are able to cancel your order, including any artwork that was revised, edited or created on your behalf at a minimum charge of $50.00 and billed accordingly at a rate of $50 per hour.
These charges may include but are not limited to setup charges, artwork preparation charges, shipping charges and restocking fees. All completed work and costs incurred will be the responsibility of the customer.
Claims, Adjustments and Returns
If you have any problems with your order please contact customer service at 877-255-7255 within 7 days of receipt. We advise opening your merchandise to review its quality if you do not intend to use it right away. After this time we will be unable to go back to our suppliers for credit. Please have your order number available. WE DO NOT ACCEPT UNAUTHORIZED RETURNS. If any problem arises, please call customer service immediately.
Overages and Shortages
We try to produce your order in the exact quantity ordered, but this is not always possible due to quality control efforts and fast running machines. We reserve the right to ship and subsequently bill or credit, your charge card or account, for up to 10% over or under the desired quantity.
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.
Site Images
Web site images are inherently limited in their ability to communicate color, scale, and detail. We want to remind customers to be careful about making assumptions about products from the site image alone. We strongly urge our customers to order actual samples. If you choose not to evaluate a physical sample, we cannot be held responsible for the difference between the image as it appears on your monitor and the final product.
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