Banner Stands and Packages FAQs

Frequently asked questions and answers about banner stands and the ordering process.

TotallyPromotional.com
Phone (toll-free): 1-866-795-4657
Phone (local): 567-890-6042
Fax: 419-586-6589
Email to: Customer Service
Our Terms and Conditions provides you with extensive information on general matters, privacy and other policies, and details on the security of our websites.
Please check out the Contest & Promotions page of our website for all promotional codes and offers.
We do not offer specific programs or special discounts for charitable organizations or military personnel. However, please submit your request to our Customer Service Department and we will let you know if we can help in any way.
TotallyPromotional.com has samples available to customers upon request. Click here to fill out our form with your required information; some limitations and charges could apply.
You can visit our How to Design Banner Stands Like a Pro page for expert help on designing your banner.

Here are the basic steps:
Begin your order by entering a quantity and zip code, and choosing your desired production time and shipping method. Then choose your product color and imprint color. Next you may pick from our gallery of custom-designed artwork or upload your own custom artwork file. The files we prefer to receive are EPS, AI and PDF vector formats; JPG and PNG formats are sometimes acceptable. Please send the highest resolution file you have available. If you cannot upload your artwork, just email your artwork. You also can describe your design concept to us in the "Special Artwork Instruction" box and one of our graphic designers will gladly help you. Our account representatives are trained graphic artists who can discuss your order requirements.
Yes. Just specify the changes you would like to make for your banner stands design in the “Add Special Request” section on the cart page when you go to checkout.
We prefer to receive vector files for your artwork in EPS, AI or PDF files. If those files are unavailable, please send us your highest resolution file. If you have a raster-based image, such as PSD, PNG or JPG, please send it in the actual size it will be imprinted on your banner stand at 150 dots per inch.

If your art file resolution is too low to convert, your artwork may need to be redrawn and you could incur additional charges depending on the complexity. Converting or redrawing artwork also may involve additional production time. We can typeset text and create simple artwork for free.
Please upload your own design or art to us in the "Upload Artwork/Additional Information" section on the product details page of the order form, or simply email us your artwork. We can accept file formats EPS, AI, PDF, JPG and PNG. We highly recommend you send the highest resolution file available.
We recommend you use Hightail or Dropbox options to send files that may be too large for email. Files larger than 100 megabytes may require longer proofing times; you may be asked to compress the files so they are more manageable.
We have about 250 fonts to choose from for your design at Font Selection page. However, if you would like to use your own font, you must convert it to outlines (graphics) in programs such as Adobe Illustrator or Corel Draw before sending to us. We do have a large library of other fonts not shown in our font selection list; you can submit a font name and we will use it if we have it, or we can look for something similar.
We do not have stock photos at this time.
We never knowingly reproduce copyrighted material and cannot accept any liability for copyright infringement when reproducing your order. Customers are responsible to ensure their artwork does not infringe on the rights of others by obtaining proper permission for the reproduction of logos, trademarks and copyright material.

We will consider but cannot guarantee the use of submitted artwork that is similar to the copyrighted or trademarked design you desire. Our graphic artists can help you create a design to your satisfaction.
Yes. Our designers will assist you with the layout of any design you wish to place on each product.
Pantone Matching System is a standardized color reproduction system that more accurately matches shades for the specific colors you desire. Every PMS color is linked to a number and is more precise for logos and branding.

CMYK, a four-color process, layers the primary colors of cyan, magenta, yellow and black to form your color. CMYK is typically best for multiple-colored imprints such as photographs.
We offer templates on our product details page that show the imprint area and bleed area for each banner type/size.
Yes. A FREE artwork proof will be sent to you via email. After you receive your proof, please contact your graphic artist to approve your design or have changes made to your satisfaction.
We typically keep artwork/designs on file for about two years.
Yes, but please note that our product prices include one artwork/imprint per order. Each design you select or submit to us will be considered a separate order, which can reduce the price break we offer on larger quantities. This policy does not apply to second-side imprints on products such as drinkware and can coolers.
Our most popular banner stand size, by far, is the 33.5-inch retractable stand.
The high-quality polyester fabric we use for our banners is more durable, is textured and less prone to wrinkles than vinyl. It also is an ideal choice because our prices are competitive to vinyl. We recommend vinyl for smaller banners to preserve fine details on the smoother finish.
The weight of our banner stands range from less than 1 pound for a letter-size retractable banner stand to 16.4 pounds for a floor-length or 36-inch tabletop retractable model.
Our high-quality denier polyester banners are backed with a urethane sunblock to keep light from traveling through the back of your banner to the front. The added protection keeps your image looking its best!
The carrying cases are constructed with high-quality canvas, which protects your banner stand and makes it easy to carry to and from your special events.
We do offer replacement stands but do not recommended their use with banners purchased from other sources since we cannot guarantee they will fit.
Yes! And, if needed, we offer replacement parts for all the pieces of the banner stand. Replacement parts can be found in “Hardware & Accessories” under “Banner Stands.”
Click here to find out how to retension the banner on your banner stand. This helpful page also will show you how to get started using your banner stand and how to replace your banner.
Yes we do! Check out our Banner Stand Videos page and click on Instructional Videos section for guidance on setting up your specific banner stand.
For a detailed explanation, go to our Banner Stand Videos page and click on Change Banner Videos. Select your specific style of banner stand to get information on changing the banner.
What you see on your computer monitor or what you print will not be the true Pantone Matching System Color of our products or imprint because all printers and computer monitors are calibrated differently.
We suggest you send us the Pantone Matching System Color number of your choice. However, due to many factors in the dye sublimation imprinting process, as well as periodic updates to our products, we cannot 100 percent guarantee the color of your banner stand will exactly match a previous order you placed with us. We strongly recommend you request custom sample swatches for the closest possible match.
The banner stand light has 78 white LED lights to brighten your banner! It attaches to the top bar of the banner stand and the included two-pronged plug easily fits into the nearest outlet. The lamp is adjustable so you can aim the light wherever needed to keep the focus on your banner, even in dimly lit venues.
Estimated delivery costs are shown on the first page of your order. Just click on the item you desire to customize and enter the quantity and zip code. The various delivery methods and delivery costs will be displayed for your order. Please inform your Account Representative if you need a special delivery method or have special delivery instructions.

Our free ground delivery service applies to select items on our website (identified with the free delivery icon) and only includes delivery destinations in the Continental United States.
Guaranteed Delivery Dates
Your Guaranteed Delivery Date is the date you will receive your order when choosing rush production and/or rush delivery times. This date could change in lieu of holidays or if adjustments are made to the order/artwork after the initial proof, depending on when the order is finalized. Fees for our rush service will be refunded if your order does not arrive by the guaranteed date.
Estimated Delivery DatesThis is the approximate arrival date of your order when using Standard Production and/or Standard Delivery methods. This date could change depending on current production capacity, adjustments to artwork after the initial proof, and when your order is approved and paid. If you need a guaranteed arrival date, we recommend you select rush production and/or rush delivery times.
Our orders are delivered via United Parcel Service (UPS), United States Postal Service (USPS) or DHL. Our production facilities are located across the United States and all orders ship out via ground service unless an expedited method is requested to meet a specific event date.
All orders are delivered from our facilities across the U.S., depending on the items ordered.
Yes, we can take your request for drop shipping (delivering to a location that is not your own, ex., delivering directly to a client or customer's location) for multiple products to multiple locations. This action may incur an additional cost. We require you send an Excel spreadsheet or Word document with the full ship-to addresses and specifications for products being delivered to more than one location.
Yes, we can accept requests to blind ship if you indicate this on your order or discuss it with your personal Account Representative. However, we cannot 100 percent guarantee that your banner stand order will ship blind due to the process of delivering our products.
We ship products by UPS, USPS and DHL, depending on the method you choose or the one that is best suited for your order. A tracking number with letters and numbers that generally begins with “1Z” indicates a UPS shipment. A tracking number with all numbers, typically beginning with “94,” is delivered via USPS. A tracking number starting with the number “93” is likely delivered by DHL.
You should consult your Account Representative with any changes to your order. Once your order is in production we may not be able to accommodate requests.
We currently do not ship any products to Canada or other locations outside the Continental United States, but hope to expand this in the future.
We ship our products throughout the U.S., including military APOs. Due to military requirements and regulations we cannot guarantee the date you will receive your order. However, we can guarantee the date the product will ship from our production facility.
The arrival date of your banner stand order is based on several different factors:
  • The production time you choose on our site. Our production time deadline is 12 p.m. Noon Eastern Time.
  • The chosen shipping method and destination.
  • The day and time your FREE banner stand proof is approved. Production will not begin until your proof is approved.
Note: Production times and shipping times are based on our business days (Monday-Friday, excluding holidays).

You can check the status of your order by entering your order number and the email address of the person who placed it with us.
On the order page of our website you will find production time options. Our production times are based on business days, Monday through Friday, excluding holidays.

Your FREE artwork proof must be approved with payment received and processed by us before 12 p.m. Noon Eastern Time in order for production to begin. The Product Details page will give you an estimated shipping date based on the production method you choose.
Our production time is the period it takes to produce your banner stand order in our production facility, based on business days Monday through Friday, excluding holidays.

Your FREE artwork proof must be approved and your payment received and processed by 12 p.m. Noon Eastern Time before we can begin production. The Product Details page will provide you with an estimated shipping date related to the production time method you choose.
You will be sent a confirmation email immediately after placing your online order. Please be aware that email can get stuck in junk/spam folders, so be sure to check them if you haven't received your confirmation email.

This confirmation email does not affirm that your order is in production. If you did not approve your artwork online, you will receive a proof email from us that you must approve before your order can proceed.
These factors determine the arrival of your banner stand order:
The day and time the order is approved. Your artwork, shipping method, production time and payment information must be approved by 12 p.m. Noon Eastern Time.
The production time, shipping method and chosen shipping location. A transit time estimate is one to six days. You also can check the estimated shipping and delivery date on our product page.

After your order leaves our production facility, we are no longer responsible for delivery issues. The responsibility at that point falls on the shipping carrier, United Parcel Service (UPS), United States Postal Service (USPS) or DHL.

Note: All production and shipping times are based on business days.

You may click here for the status of your order; simply fill in your order number and the email address of the person who placed it.
We suggest you contact your account representative for any changes you desire in your order. Once your order is in production we may not be able to accommodate additional requests.
New laws now require that applicable sales tax be applied to online orders. Totally Promotional calculates sales tax at the time of purchase, in accordance with applicable state and local laws. The amount of the sales tax charged will be shown in the order confirmation sent to your email. For further information, visit the Sales Tax section in our Terms and Conditions.
We accept most major credit cards. These include American Express, Visa, MasterCard and Discover. We also offer purchase orders for government agencies and other organizations with restricted payment options.
We do allow eligible customers to pay via Net 30-Day terms and/or purchase orders. In order to be considered, you need to place an order through our website and choose the "pay later" option so we have the full details of your planned order. Let your assigned Account Manager know that you want to apply for Net 30-Day terms or pay by purchase order, and a form will be sent to you to fill out or you may access it here. Your information must be reviewed and approved before we can proceed with your order. If you want to pay with a purchase order, you must first be approved and are required to send a copy of your signed PO with an amount that matches your online order.
If you place an online order and are given the option to “Approve Design” online, your order is considered finalized when you:
  1. Click “Approve” for the artwork
  2. Enter credit card payment information on the checkout page
  3. Click on “Place Order”
If you choose the Pay Now option at checkout, but were not given the option to approve your design online during the checkout process, you will be assigned to an Account Manager who will email you a proof and sales order to review. To finalize this type of order, you need to email your Account Manager with approval of your proof. We cannot put this type of order into production until we have written (email) proof approval and have processed your payment.

If you choose the Pay Later option at checkout, you will be assigned to an Account Manager who will email you a proof and sales order to review. To finalize this type of order, you will need to pay for the order via the payment link that your Account Manager will send you. Once your payment is submitted, it is considered approval of the proof and the order will be sent to production. If proof approval is emailed and payment has not been made, the order cannot be sent to production.
Yes! You can order the exact amount you need as long as it is above the lowest minimum quantity shown.