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Can Coolers and Koozies® FAQs
Browse answers to our most frequently asked questions about ordering custom printed can coolers.
General Information
+ Contact Us
- TotallyPromotional.com
- Phone (toll-free): 1-866-795-4657
Phone (local): 567-890-6042
Fax: 419-586-6589
Email to: Customer Service
+ Terms and Conditions
- Our Terms and Conditions provides you with extensive information on general matters, privacy and other policies, and details on the security of our websites.
+ Promotional Codes and Offers
- Please see the Contest & Promotions page on our website for all current promotional codes and offers.
+ Military and Charitable Discounts
- We do not have specific programs or special offers 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.
+ Product Samples
- We have samples for customers who request them. To receive can cooler samples, please click here to fill out the form with your required information. Some limitations and charges could apply.
Design and Artwork Questions
+ How do I design the can coolers I wish to order?
- First, choose a product, the quantity and desired production time. Next, insert your zip code and select a shipping method before choosing a product color and imprint color. You may then choose to customize your can coolers with a design from our artwork gallery, or just email your artwork to us at a later time. If you wish, you can describe to us your design idea in the "Special Artwork Instruction" box and one of our Graphic Designers will help you create it. Please send artwork files in EPS, AI and PDF vector formats. We can sometimes accept JPG and PNG files; if you are sending a raster format (JPG and PNG), please send the highest resolution possible if vector is not available.
- You also have the option to email your artwork. Our Account Representatives can review and discuss your order requirements.
+ Can I make changes to your design template for my can coolers order?
- Yes. Just specify the changes you would like to make for your can coolers design in the “Add Special Request” section on the cart page when you go to checkout.
+ What are the requirements for submitting my artwork for can coolers?
- We prefer you send vector files, including EPS, AI, PSD or PDF formats. If those are not available, please send the highest resolution file you have. Our production method requires at least 150 dots per inch at print size. If your artwork resolution is too low to convert, we may need to redrawn it; additional charges could be incurred depending on the complexity of the design. Converting or redrawing artwork also could extend production time. We can typeset text and create simple artwork for you at no charge.
+ How do I send in a design for my can coolers order?
- You can easily upload your own design or art to us in the "Upload Artwork/Additional Information" section of the product details page on our order form or simply email us your artwork. We can accept file formats EPS, AI, PDF, JPG and PNG. Please send the highest resolution file you have.
+ What fonts can I choose for my can coolers’ design?
- Totally Promotional has about 250 fonts to choose from in the Font Selection section. You may use your own fonts after converting them to outlines (graphics) in Adobe Illustrator or Corel Draw before sending to us. We have other fonts not listed in our library; you may submit your desired font name and we will use it if we have it or search for a similar one.
+ Can someone at Totally Promotional help me with my artwork?
- Please visit our Can Coolers Artwork Tips page for guidance in creating your artwork. You also can obtain free expert advice from one of our talented Graphic Designer team members.
+ What do I need to know about Pantone Matching System Colors and CMYK?
- The Pantone Matching System is a standardized color reproduction system that more accurately provides our customers with shades of specific colors. Every PMS Color represents a number and is more precise for creating logos and branding.
- CMYK is a four-color process that layers the ink of cyan, magenta, yellow and black to form a specific color. CMYK is best for multiple-colored projects, such as imprints of photographs.
+ Can I use copyrighted or licensed material to create my can coolers’ design?
- We do not knowingly reproduce any copyrighted material and cannot accept liability for copyright infringement when producing your can coolers order. Customers solely are responsible for obtaining proper permission for the reproduction of logos, trademarks and copyrighted 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 Designers can help you create a design to your satisfaction.
+ How can I get a proof on the can coolers I want to order?
- A FREE proof will be emailed to you, usually the same day you complete your order online, depending on the time of day our staff receives it. After you get your proof, please contact your Graphic Designer to approve your can coolers design or have changes made to your satisfaction.
+ Can you send me my can coolers proof in a different color?
- Yes. Please contact your Graphic Designer to change the can coolers color or imprint color(s) on your proof.
+ Will my artwork be kept on file in case I decide to reorder?
- Totally Promotional keeps its customers’ artwork/designs on file for about two years.
Product Questions
+ Can you put a bottle in a can cooler?
- Yes, of course! The can cooler may fit slightly loose compared to the fit of a can, but will accommodate a bottle.
+ Do you have 10-oz. can coolers?
- No. Since 12 oz. is the standard-size drink container, it is our standard can cooler size. We do carry other sizes, such as 8.3 oz. insulators for energy drinks or 40 oz. insulators for large bottles.
+ Can I recreate a design from another website on your site?
- Due to copyright issues, we cannot copy an exact design from another website. You can submit a similar image and we will use it as inspiration to create a design you love!
+ What is the difference between foam and neoprene can coolers?
- Our foam can coolers are made from 4-mm polyurethane foam for premium insulation. It is the most common type of can cooler made and the most economical. The neoprene can coolers are made from an elite 3-mm thick neoprene material that resembles wet-suit material but is not as porous as the foam material. For more information see our full report on Neoprene Can Coolers.
+ What is dye sublimation imprinting?
- The dye sublimation process starts with a solid, white material and dyes the image and background color into the can cooler material. The final result is a smooth finish without a raised feel.
+ Can you use a print of a photograph for the dye sublimation printing process?
- Yes! The dye sublimation imprint process allows us to print Vivid Color — a process that combines multiple colors — photographs at a fairly inexpensive price. The texture of the product material and the quality of your photograph(s) and other detailed artwork can affect clarity.
+ Can you color-match with dye sublimation printing?
- We cannot achieve exact color-matching with dye sublimation. However, to get the best color output we recommend you supply your artwork in Pantone Matching System Solid-Coated Color numbers. If artwork is submitted in CMYK Values, the color can vary quite a bit from our print method to what you see on your computer screen.
- Dye sublimation printing does not provide 100 percent pure white or black as a background color. The colors will appear with a slight gray tint.
+ Are colors consistent from one order to the next with dye sublimation imprinting?
- Due to constant changes (material, ink, paper, humidity, printers and quality standards) within the dye sublimation printing method, we cannot guarantee an exact color match from one can cooler order to the next.
+ Are the colors I see on your website a true representation of what I will receive?
- Each computer monitor is calibrated differently and may not represent the actual color of the product. We recommend that you request a sample before placing your can coolers order if you are trying to match a specific color.
+ What do you mean by imprint?
- An imprint is a design, logo or other type of print or text that you choose to print on your products.
+ Can I get an imprint on both sides of a zippered bottle insulator?
- We currently do not offer two-sided imprinting on our zippered bottle insulators because the zipper on the second side prevents smooth imprinting. However, we do have two-side imprinting on other types of insulators, as noted on the product details page for each product.
+ Can I get a customized imprint on both sides of my can coolers?
- Most of our can coolers can be customized with an imprint on both sides. However, our wedding party can coolers and bride and groom can coolers can be customized on just one side.
+ Can I order blank can coolers?
- Yes, you can order our can coolers without an imprint. Please check out our blank can coolers category for the best value or mention “no design” in the “Special Artwork Instructions” box on the Product Details of the item you would like to order. The price will be adjusted to reflect our pricing without set-up charge.
+ Can I order custom-sized can coolers?
- We currently do not offer to make custom-sized can coolers.
+ Is there a required minimum on can cooler orders?
- The minimum order quantity is noted on the Product Details page for each specific product.
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Delivery Questions
+ How much will it cost to ship my can coolers order?
- Your estimated delivery cost can be found on the first page of your online order. Simply click on the item you would like to customize, enter the quantity and your zip code. The various delivery methods and related costs will be shown.
- Please inform your Account Representative if you need a special delivery method or have special delivery instructions for your order. Our free ground delivery service applies to certain items on our website that are labeled with the free delivery icon for orders sent to addresses within the Continental United States.
+ What are Estimated Delivery Dates and Guaranteed Delivery Dates?
- 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 Dates
This 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.
+ How will my can coolers order be delivered?
- Our orders are ground delivered by United Parcel Service (UPS), the United States Postal Service (USPS) of DHL from our production facilities throughout the United States. All orders ship via ground service unless an expedited method is chosen or requested to meet an event date. All quoted delivery costs are estimated and can vary.
+ Where will my can coolers order be delivered from?
- Your can coolers will be delivered from one of our production facilities across the U.S., depending on the item(s) in your order.
+ When will I receive my can coolers order?
- The arrival date of your can coolers order is based on several factors:
- •The day and time your can coolers order is approved. Your artwork, delivery method and payment data must be approved by 11 a.m. Eastern Time.
- •The chosen delivery location. Standard transit time is estimated at one to six days, depending on location. (Please check the estimated delivery and delivery date on the product page.)
- Please note: Production and delivery times at Totally Promotional are based on business days.
- Note: After your order leaves our production facility, we are no longer responsible for delivery mishaps. That responsibility falls on the delivery carrier, United Parcel Service (UPS), the United States Postal Service (USPS) or DHL.
+ How can I tell if my can coolers order was delivered by United Parcel Service (UPS), the United States Postal Service (USPS) or DHL?
- A tracking number that includes letters and numbers and generally begins with “1Z” indicates a UPS shipment. A tracking number with all numbers, typically beginning with “94,” was likely delivered by USPS. A tracking number starting with “93” is likely being delivered by carrier DHL.
+ Can I get drop shipping for my can coolers order?
- Yes, we accept requests for drop shipping (delivering to a location that is not your own, rather than delivering directly to a client or customer's address) on multiple products to multiple locations. This type of delivery may incur an additional cost. We require you send an Excel spreadsheet or Word document with the full ship-to addresses and specifications if you are delivering your can coolers order to more than one location.
+ Can I get blind shipping for my can coolers order?
- Yes, you can request blind shipping by noting the desired method on your order or discussing it with your Account Representative. However, we cannot 100 percent guarantee that your can coolers order will ship blind due to the process of delivering our products.
+ How can I change my delivery information?
- We recommend that you contact your Account Representative with any desired changes to your can coolers order. Once your order is in production we may not be able to make your requested changes.
+ Do you ship can coolers to Canada?
- At this time we are not offering shipments to Canada but are working to change this in the future.
+ Do you ship can coolers to Army Post Offices?
- We ship can coolers throughout the U.S., including to military APOs. Due to standard military requirements and regulations, we cannot guarantee when orders will be received but will guarantee the date the product will ship.
Order Questions
+ What is the status of my can coolers order?
- The arrival date of your order is based on a few factors:
•The production time
•Delivery method and destination
•Our deadline, which is 11 a.m. ET - * Please note that production times and delivery times are based on business days.
- To check the status of your order please enter your order number and the email address of the person who placed the order with us.
+ What is the production time for my can coolers?
- Production time is the period it takes to complete your can coolers order in our facility. The time is based on business days (Monday through Friday, excluding holidays). Your FREE artwork proof must be approved and your payment received and processed by us by 11 a.m. Eastern Time before production will begin.
- Our Product Details page will provide you with an estimated delivery date based upon the available production method you have chosen.
+ How long will it take to print my can coolers?
- The Product Details page will provide you with current production time options and the estimated delivery date for your can coolers order, depending on the location it will be shipped.
- Your FREE artwork proof must be approved and payment received and processed by 11 a.m. Eastern Time before production can begin.
+ When will I receive a confirmation email for my can coolers order?
- You will receive a confirmation email immediately after placing your can coolers order online. Please note that email often can get stuck in your junk/spam folders. Be sure to check those folders if you haven't received your confirmation email.
- This email does not confirm that your order is in production. If you did not approve your artwork while online, you will receive a proof via email that must be approved before we can proceed with your can coolers order.
+ Can I order multiple can cooler colors?
- You may order up to four can cooler colors per order on some of our 1-color imprint can coolers. The number of colors available for your order will be shown in Step 2 of the ordering process.
+ Can I order multiple imprint colors?
- We offer 2-color, 3-color and Vivid Color imprint on can coolers, depending on the item selected. Prices are based on one background color. Our Vivid Color process utilizes multiple colors for an impressive imprint.
+ How do I get help when ordering my can coolers?
- Live Chat with an agent or call our Customer Service Department at 1-866-795-4657. To check the status of your order, enter your order number and the email address of the person who placed the order.
+ Can I change something in my can coolers order?
- You should contact your Account Representative for any changes to your can coolers order. Once your order is in production we may not be able to accommodate your request.
+ How do I pay for my can coolers order?
- We accept the most popular U.S.-based credit cards: American Express, Visa, MasterCard and Discover. We also can accept some purchase orders from schools, government agencies and other groups that may have restricted payment options. Contact your Account Representative for more information.
+ Can I pay via NET-30 Terms or a purchase order?
- We do allow eligible customers to pay via NET-30 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 Representative know that you want to apply for NET-30 terms or pay by purchase order, and a form will be sent to you to fill out. 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.
+ How do I finalize my 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 Representative who will email you a proof and sales order to review. To finalize this type of order, you need to email your Account Representative 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 Representative 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 Representative 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.
+ Can I order different amounts than those listed in your Quantity/Price graph in the ordering process?
- You can order the exact amount you need for most products as long as it is above the lowest minimum quantity shown.
+ Can I return the blank can coolers ordered?
- We cannot accept returns on most of our blank can coolers because they are custom made.
- The arrival date of your order is based on a few factors:
How to Use the Customize A Design Option
+ How do I move my text left or right?
- Simply add a space(s) before and/or after your text by using the space bar on your keyboard when entering text into a specific field.
+ How do I delete a text field from my design?
- If you do not want to include a certain text field on your design, simply leave the field blank/empty.
- Your design will appear exactly how you type it in the fields. You can click the "View Design" button to preview how your design will look.
+ How do I make my text smaller?
- Making the appearance of your text in any field smaller can be done by adding equal amounts of space before and after the specific text. You can use the space bar on your keyboard to add these spaces.
- For example, if you would like the name "Kim" to be smaller in size, simply add a space before and after "Kim."
- Please note that we do have a maximum character limit and minimum text size. If you exceed any of these limits, you will receive an error message.
+ How do I make my text larger?
- Due to how the text conforms to fit within the available text area, you currently cannot make your text larger. If you would like your text to be larger, please click the "Add Special Request" button on the cart page and one of our talented graphic designers will alter the design accordingly and send you a proof to approve.
+ What can I do if my text is overlapping the design or another text field?
- You can try changing your text to all capital letters, or add spaces before and/or after your text to move it to the right or left to avoid overlapping. If you still cannot get the design you love, please click the "Add Special Request" button on the cart page and one of our talented graphic designers will alter the design and send you a proof to approve.
+ What can I do if I want my names or other text switched in two of your text fields?
- If you would like to switch the information that you are prompted to give in the text fields, simply type the names where you want them to appear.
+ How can I change a text field or add an additional text field?
- You cannot change and/or add any additional text fields at this time. However, you can input different text than we have labeled.
+ What can I do if my names do not fit in the design or they size down too small?
- If possible, try a shorter version of your name or a nickname. For example, "Kimberly" could be shortened to "Kim." If you do not want to shorten your names or cannot get the design to work with your names, click the "Add Special Request" button on the cart page and one of our talented graphic designers will alter the design for you and send you a proof to approve.
- Please note that your credit card is not charged until after you approve your proof and the order goes into production.
