Frequently Asked Questions (FAQ)


​Understandably, thinking about buying a custom printed advertising or promotional product online could cause a person to ask questions about how the process works. So we've tried to answer the frequently asked questions (FAQ) that we get from our customers. However, if you don't see the answer you're looking for, please don't hesitate to ​contact us.

Orders - Custom Products

What is the standard production time for custom printed items when it's a new order?

​When a new order is produced from an exact physical sample, the production time is twelve (12) business days from when the order and sample are received. For new orders that are not produced from a physical sample, new art will always be required. Once the art is approved, product time is ten (10) business days. If extensive artwork is necessary, an art charge may be required.

What is the standard production time for custom printed items when it's an exact reorder?

​For an order to be classified as a reorder, we've produced it within the past two (2) years of your new order date. An exact reorder means there are no changes in the art from a previous order. An exact reorder requires seven (7) business days for production.

What if I want my order produced in less time than what is standard?

​We offer the following "rush" charges if you want your order produced sooner than our standard production times:
- 6-day rush - $75 plus 2¢ per piece 2,500 or more
- 5-day rush - $100 plus 2¢ per piece 2,500 or more
- 4-day rush - $150 plus 2¢ per piece 2,500 or more
- 3-day rush - $200 plus 2¢ per piece 2,500 or more
- 2-day rush - $300 plus 2¢ per piece 2,500 or more
Partial orders produced "rush" will be priced according to the size of the rushed portion.

What if I want to make a change to my order?

​There will be no charge if the order change is received before any work on the art has begun. If the order change is received after the artwork has already started, but before production has started, we will charge you a minimum of $50. An order cannot be changed once production has started.

What if I want to cancel my order?

​If you cancel your order before any work on the art has begun, you will only be charged for the electronic payment surcharge. If you cancel your order after the artwork has already started, but before production has begun, we will charge you a minimum of $50. An order cannot be canceled once production has started.

Can I return my custom order?

​See our Return Policy.

What is the policy on patents and copyrights?

When orders are manufactured to customer specifications, the purchaser agrees to assume any liability from actions, demands or lawsuits brought against purchaser or Eickelmann Group LLC for patent or copyright infringement.

Artwork

What type of art is acceptable for custom printed advertising and promotional products?

​For the majority of the products we offer, we prefer vector art. However, if the art requires excellent detail (i.e., photograph), we prefer raster art. The limiting factors to raster art are the colors cannot be edited, and the high-resolution requirement because the image is not scalable. The graphic must be created at its full size at 300 dpi, or there's a risk of losing detail. On the other hand, vector art colors can be edited, and the image is fully scaleable. The graphic can be created at any size because there's no risk of losing detail.

Vector vs Raster - EGPrintPromo.com

Acceptable vector file formats are: ai, eps, pdf, cdr, svg
Acceptable raster file formats are: psd, jpg, tif

What are the preparations required for vector files before sending them to EG Print & Promo?

​There are two (2) requirements for vector files before sending them to EG Print & Promo:
- Document color mode must be CMYK Color
- All fonts (text) must be converted to outlines

What is the cost of the artwork?

​Generally, there are no art charges. However, all art is subject to review. If extensive designing or alterations to prepare for production are deemed necessary, you will be quoted an art charge before work begins.

How can I be assured the artwork for my order is what I want?

​Unless you provide an exact sample, we will provide an art proof. We will provide up to two (2) proofs per order at no charge. However, we will charge you $50 for each additional proof request after that.

What if I don't approve an art proof?

​We will not produce a custom order without either an exact sample or an approved art proof. Therefore, if a proof is not approved within 30 days of the proof date, the order will be canceled, and the credit card that was charged will be issued a refund minus $50 and 4% the order total.

How many art files can I upload in my cart?

Our shopping cart has the capability of uploading one file per item. However, if you believe more than one file is needed to describe your design fully, you may email those extra files to support@egprintpromo.com. Be sure to include your order number in your email.

​Product Info

What's the difference between decals and stickers?

​Decals and stickers are similar, and often the terms are misused because they both "stick" to things, and they both have a backing. However, a decal needs a carrier, and a sticker does not.
The decal carrier, also known as transfer or application tape, carries the separate pieces that together make up the decal. Without the carrier, it would be nearly impossible to place all of the decal's components in their proper position. There are three (3) significant steps in applying a decal:
​1. Peel off the backing material
2. Apply the decal
3. Peel off the carrier material

Decal vs Sticker - EGPrintPromo.com

​On the other hand, a sticker doesn't need a carrier. It's a single piece that can be peeled away from its backing without any chance of losing its configuration. There are only two (2) steps in applying a sticker:
1. Peel off the backing material
2. Apply the decal

Why are there so many variations in license plate inserts?

​The answer to this question is so in-depth that we thought it was best to explain it in a blog post-- Various Types of License Plate Inserts Explained.

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