FAQ

Ordering & Payment Information

How do I place an order?
There are three ways for you to place on order: by phone, by fax, or online.

Order by Phone. We realize that you may prefer the personal service of placing your next order by phone. AdLeap has promotions specialists standing by ready to assist you, answer all of your questions and take you step by step through the ordering process. To order by phone, please call us toll free at 1-866-721-5400.

Request a Quote Online. We realize that you're going to have questions about your order and want to make sure that it will be perfect. A custom product is best handled with a custom quotation. You may request a quote on any product page and we'll ask you for all of the pertinent order details. We'll have a custom quotation prepared for you within 1 business day, though usually we're able to turn quotations around within 1-2 hours. Your detailed quote will include all costs associated with your order with no surprises. We can even provide you with a free emailed virtual sample so you can see what your logo will look like on the product before you buy!

Can my logo be printed on any item?
AdLeap.com has over 7,500 promotional products that can be imprinted with your logo, that's what we do. The only exception to this is ocassionally on promotional product packaging. For example, the promotional product that you are ordering may come individually packaged in a gift box; gift boxes are typically unimprinted. Should you need an imprinted gift box to go along with your custom promotional product, please contact a promotions specialist at 1-866-721-5400 and he or she will be able assist you with this or any special request

How many lines of text can I have?
This question is most commonly asked about pens. Decorating promotional products comes down to the 'imprint area' of the product. If you're printing text, the text will have to fit into the allotted imprint area for that product. Don't worry about it! Our art department will take care of laying out your logo and/or text to optimize your message on that product. In the event that your logo or imprint is not suitable for that product, a promotions specialist will contact you immediately and offer alternative solutions. If you're ordering pens, a general rule is to keep the font at 8 pt or above and not more than 2-3 lines of text.

Can I order blank goods?
Yes, in most instances you can order blank goods. You will be billed at quantity price with no setup charges.

What is the minimum quantity of an item that I can order?
The standard minimum order quantity is the lowest quantity shown in the discount table and the default quantity listed in the quantity field at the bottom of each product page. Less than minimum orders of imprinted promotional products are possible at an additional fee. Call us toll free at 1866-721-5400 if you need to place an order for less than the minimum quantity shown.

Can I order quantities different from the quantities shown in the discount table?
Yes. You can place your order for any quantity over the minimum quantity shown. The quantities in the discount table represent the quantities at which there are price breaks.

What is a setup charge?
A setup charge is a cost associated with preparing your logo for decoration on a product. This can apply to making screens for screen printing, molds for debossing, embroidery tapes for embroidery, or transfer sheets for tranfers. Often times, setting up your logo to be imprinted is more labor intensive than the imprinting process itself which is often times automated. Dies, Molds, Screens are typically kept for 1 year after your order and kept on file. Reorders are typically not subject to setup charges.

Are there any other charges or fees?
We believe in keeping the promotional product buying process as simple as possible. There are three aspects to your bill: the items, the setup, and the shipping. (Sales tax is applicable for order shipping to Missouri & Ohio. There is ocassionally one other charge and that is a PMS Color match charge. This only applies to certain products if you have a color logo that requires an exact PMS color match.

Will there be tax on our order?
Sales tax will only be applicable to orders shipping to Missouri or Ohio.

How long will it take to receive my order of promotional products?
Standard production time is usually about 5 working days following confirmation & proof approval. Production time is listed on each product page. Production time does not include time in transit for shipping. Production time and shipping methods will be addressed in your order confirmation. Because of our central location and the central locations of most of our production facilities, most orders will take 3 days or less in transit by UPS or FedEx Ground. If you''re ordering a rush product, your order will ship our the very next production day and will ship according to your specifications.

Rush Orders Recieved before 4:00 pm eastern time will ship the following business day. Rush orders placed after 4:00 pm eastern time will ship after the following business days; if you need to place a rush order after 4:00 pm eastern time for a product that MUST ship the next day, please call 1-866-721-5400; we can usually accomodate these requests.

Can I order a sample?
Yes. You can order a sample of any product from that product's page online. You can order up to 2 samples per order at no charge. Samples are ordered online and require a credit card to place an order.
When you place on order, your samples will be credited against your order.

What if I can't find the product I'm looking for but have seen it on another site?
We can definitely provide that product. If you find a product online from another site, please tell us about it! A promotions specialist will be assigned to your inquiry and scour the over 800,000 promotional products in our databases and email you a quote.

Artwork & Imprinting

How do I send my logo?
If you're ordering online, you will be prompted to upload your logo immediatly after you add your products to your shopping cart. Otherwise, you can click on the 'Artwork' tab at the top of every page that will take you to our artwork upload page.

What kind of file should I send?
Typically you should send vector artwork in an EPS, AI, or CDR file for Adobe Illustrator or Corel Draw. Color logos should use PMS colors if an exact color match is required. If the imprint method for your promotional items is 4-color process, you may also submit your artwork in high-resolution PSD or CPT file for Adobe Photoshop or Corel PhotoPaint.

What is the difference between a proof, virtual sample and pre-production proof?
Proofs are emailed PDF forms that show your logo and order reference details to size or scale and color. Virtual samples are also offered and feature your logo on the product to give you an idea of what a product will look like with your logo. Pre-Production proofs are available on all products at an additional charge. For pre-production proofs, we produce the actual product with your logo and send it to you for your approval prior to production of the entire order.

What are PMS colors?
PMS colors refer to the Pantone Matching System, the industry's standard for accurately reproducing your organizations branding elements with perfect accuracy. Not all logo's use PMS colors. If you have any questions about PMS colors and/or accurately reproducing your logo, please call a promotions specialist at 1-866-721-5400.

What is vector artwork?
Vector artwork is created in Adobe Illustrator and Corel Draw and is essential to reproducing your logo on most promotional products. Vector artwork files include: .eps, .ai, .cdr and .ps. Vector files differ from bitmap or raster files (.jpg, .gif, .tiff, .bmp) because they can be perfectly manipulated to any size or dimension. Bitmap files will blur if you increase their size. Vector files will not, they use thousands of reference points and proportionately resize your logo for a clean, crisp appearance every time. Additionally, vector files allow for color separations which is essential for spot-color imprints where each color is laid down one at a time.

What is the difference between spot color printing and 4-color process printing?
Spot color printing is a process where your the colors in your logo are separated out and screens or stamps are made. Each color is then applied to the item one at a time. After each color is applied, the item usually runs through an oven to dry the ink. With the AdLeap logo for example, the blue would run first through the first screen. The second screen would imprint the green. It's almost like putting pieces of a puzzle together. 4-Color process printing is very similar to your ink jet printer or color laser. 4-Color process imprinting is most commonly found on full color magnets, mousepads and some bags and not the most common imprint method. Essentially, 4 colors, Cyan, Magenta, Yellow, and BlacK are mixed together to form a full color brilliant logo or image. Most logos however are created for spot-color reproduction.

What if I don't have my logo in a vector file?
No problem. You can send us your logo in any format, a jpg, a fax, or a scan and we can recreate your logo at an average cost of just $30.00. That of course is a one-time cost. We'll keep your vectorized logo on file here for future orders so you don't have to worry about!

 

Shipping & Returns

How will my order be shipped?
Your order will be shipped by the method you authorize in your order confirmation after consulting with a promotions specialist. We usually ship via UPS or FedEx Ground. We can ship by almost any method you'd like to request.

Can you ship on my UPS or FedEx account?
Yes. Please include it in your additonal information and requests on the last page of checkout when ordering online.

Can you ship to APO addresses?
Yes.

Can you ship to Puerto Rico, Alaska, or Hawaii?
Yes. We usually ship USPS to those destinations for the fastest and most cost effective delivery. We'll provide the USPS quote to you on your order confirmation for approval.

Can you provide a split shipment?
Yes.

What is your return policy?
We're fortunate to work with and have great relationships with the highest rated manufacturers in our industry. We have an average return rate of less than 1/2 of 1%, so you can feel confident that your order will meet or exceed your expections. Rarely there are exceptions. If you have any problems with your order please contact customer service at 1-866-721-5400 within 15 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. If necessary we will issue an Return Authorization and provide you with the appropriate shipping address as well as issue the call tags to have them picked up. Please know that both we and our supplier partners are on your side! We want you to be 100% satisfied with your order and experience!

What is your order cancellation policy?
After an order confirmation has been approved by the customer, we cannot guarantee that we will be able to make changes to or cancell your order. All costs incurred prior to the change or cancellation of an order are billed to the customer. This includes loss of production time if order is put on hold and/or cancelled. In addition to any incurred costs such as artwork, setup charges, etc., there will be a $50.00 cancellation fee.

 

Privacy & Security

Is my personal & credit card information safe?
Your personal information is of the utmost importance to AdLeap Promotions Group. Your credit card information will only be viewed by the accounting department, principals, and select authorized personel. Credit Card information can be submitted securely online at checkout and is securely encripted and stored in your profile and can olny be viewed by our accounting department, principals, and select authorized personel. Faxed credit card information is securely stored on a secure server until it is processed by our accounting department.

What happens to my personal information after my order is complete?
After your order is delivered and complete, your credit card information will remain on file and encrypted in our accounting system. Only the accounting department & principals will be able to access this information. All electronic copies of your credit card authorization will be destroyed within 30 days of receipt of your order. We treat your personal information as carefully as we treat our own.