Frequently Asked Questions

You can start by submitting a quote request, contacting us directly, or following the steps on our How to Order page. Once we have your product selection, artwork, quantity, and order details, we’ll help prepare everything for proof approval.

Custom promotional products usually need a little more attention than a standard online purchase. We review artwork, imprint options, quantities, production timing, and shipping details before an order is finalized. This helps avoid surprises and gives us a chance to work with each customer more personally.

Vector artwork is usually best for printing. Common file types include AI, EPS, SVG, or vector PDF files. If you do not have those, send whatever you have. We can often work with PNG, JPG, screenshots, business card images, or other files and let you know if anything needs to be cleaned up.

That is completely fine. Many customers use simple text, such as a company name, phone number, website, slogan, or event message. If you need a simple layout or basic design help, we can guide you through the options.

Yes. We provide a digital proof showing your artwork, imprint placement, colors, and general layout before production begins. Your order will not move forward until the proof is approved unless otherwise agreed in writing.

Proof approval is your opportunity to review spelling, logo placement, imprint color, sizing, quantities, and product details before production starts. Once a proof is approved, the order is produced based on that approved version.

Most orders are prepaid before production begins. Approved customers may qualify for invoicing or other payment arrangements at the discretion of Purple Pie Promos. Payment options may vary depending on the order, customer account, and timing.

Rush service may be available on select products. Availability depends on the item, inventory, artwork readiness, production schedule, and shipping destination. If you have a firm event date, contact us before ordering so we can help find realistic options.

Yes. Shipping costs are based on the product, quantity, weight, box dimensions, shipping method, and destination. Shipping will typically be included on your quote or order details. In some cases, we may also be able to ship using your UPS or FedEx account.

The lowest quantity shown on a product page is usually the minimum order quantity for that item. Some products may allow lower quantities, while others may require higher minimums depending on the decoration method or supplier rules. Less-than-minimum orders may include additional charges when available.

Many standard orders take approximately 5 to 10 business days for production after proof approval and payment approval. Shipping time is separate and depends on where the item ships from and where it is being delivered. Some products are faster, while others may take longer.

Production and delivery dates are estimates unless specifically guaranteed in writing. Shipping carrier delays, weather, inventory issues, factory delays, and other factors outside our control may affect timing.

Many custom printed products have setup fees because each item requires specific preparation for the imprint method, print area, equipment, or production process. Setup fees vary by product and decoration method.

Reorder setup fees depend on the product, supplier, decoration method, and whether the exact same artwork is being used. In many cases, repeat orders using the same artwork may have reduced or waived setup fees, but this is not guaranteed for every item.

Orders may not be cancelable once production has started or materials have been ordered. If cancellation is possible, charges may apply for artwork, setup, restocking, or work already completed.

Custom printed products are generally not returnable unless there is a verified production error caused by Purple Pie Promos or the manufacturer. Orders that match the approved proof and order details are not eligible for return or reprint.

Please inspect your order as soon as it arrives. If you believe there is a defect, shortage, incorrect item, or production issue, contact us within five business days of delivery so we can review the issue.

Digital proofs are helpful previews, but colors can vary between screens, materials, imprint methods, lighting, and production processes. Slight color variation is normal and is not usually considered a defect.

Absolutely. If you are not sure what to order, tell us your budget, quantity, event date, audience, and general idea. We can help narrow down options that make sense for your project instead of leaving you lost in the promo-product jungle.