Frequently Asked Questions

Here are helpful answers to frequent questions about our promotional products.
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. has samples available to customers upon request. Click here to fill out our form with your required information; some limitations and charges could apply.

For most items you will choose a product, the quantity and production time. Then type in your zip code and select a shipping method. Indicate your desired product color and imprint color. You can then choose to customize your product with a design from our gallery of artwork on select items, or email your own artwork at a later time. You also have the option of stating your design idea in the order process and one of our graphic designers will help you create it.

For submitted artwork, we prefer EPS, AI and PDF vector file formats. We can sometimes accept JPG and PNG files. If you are sending us a raster format (JPG and PNG), please provide the highest resolution possible.

Production requires images to be at least 150 dots per inch at print size. If your image resolution is too low to convert, we may need to redraw your artwork, which could result in additional charges depending on the complexity of the design. Converting or redrawing artwork also may add extra time to production. We can typeset text and create simple artwork at no charge.

If you cannot upload your artwork, you may email your artwork.
We have about 250 fonts in the Font Selection section of our website. If you’d like to use your own font, it must first be converted to outlines (graphics) in Adobe Illustrator or Corel Draw before sent to us. Not all our fonts are listed in our library. We welcome you to submit a font name and we will use it if we have it or search for something similar for you.
Yes! Please visit our Artwork Requirements page to help you design and create a custom imprint for the products you select. We also provide free expert art advice from our own graphic artist team.
Our Customize A Design option allows you to choose a pre-created design that can be customized and printed on your products. After choosing your product, selecting your design and adding your unique information into the text fields, you can preview the finished work.
The Pantone Matching System is a standardized color reproduction system that gives a more accurate shade of selected colors. All PMS Colors correspond to a number and are more precise than CMYK for logos and branding.

CMYK is a four-color process that uses the primary colors of cyan, magenta, yellow and black in layers to form your desired color. CMYK is best suited for multiple-colored imprints such as photographs.
Totally Promotional never knowingly reproduces copyrighted material and does not accept liability for copyright infringement when producing orders. Customers are solely responsible for obtaining legal 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 artists can help you create a design to your satisfaction.
Yes. A FREE art proof will be sent to you by us via email. After you obtain your proof, please contact your graphic artist to approve the design or have changes made.
Yes. Please work with your graphic artist to receive proofs in different product and/or imprint color(s).

The different variations and settings in computer monitors can result in a slight difference between what you see on the screen and the actual color of your item and imprint colors. We suggest you request a sample.
We typically keep our customers’ artwork/designs on file for about two years.

Estimated delivery costs are shown on the first page of your order. Select an item to customize and enter the quantity and your ZIP code. The various delivery methods and costs will be shown.

If you need a special delivery method or have special delivery instructions, please contact your Account Representative. Our free ground delivery offer pertains to locations within the Continental United States and applies only to items featured on our website with a free delivery icon.
Guaranteed Delivery Dates
This is the date you will receive your tech/mobile order when choosing rush production and/or rush delivery times. Changes to the order/artwork can push back the date depending upon 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 estimated arrival date of your tech/mobile order with standard production and standard delivery. This is just an estimated date, so if you need a guaranteed date please choose a rushed production or delivery option.
We ship orders via United Parcel Service (UPS) or the United States Postal Service (USPS) from our production facilities throughout the United States. All orders ship via ground service unless an expedited method is chosen or requested by you to meet an event date. All quoted delivery costs are estimates.
The U.S. facility your order will be delivered from depends on the items you ordered.
The arrival date of your order is based on several factors:
  • The day and time your order is approved. Your artwork, delivery method and payment data must be approved by our 12:00 noon Eastern Time deadline.
  • The delivery destination. (Please check out the estimated delivery date on the product page.)

Our production and delivery times are based on business days.

Normal transit time is one to six days, depending on location.

Note: Once your order leaves our production facility, we are not responsible for delivery mishaps. That responsibility then falls on the delivery carrier, United Parcel Service (UPS) or the United States Postal Service (USPS).
We ship our products by UPS or USPS. If your tracking number has letters and numbers and begins with “1Z,” it likely is a UPS shipment. A tracking number with all numbers, typically beginning with “94,” likely was delivered by USPS.
We take requests for drop shipping, which is delivering to a location that is not your own, ex., delivering directly to a client or customer's location. We can ship multiple products to multiple locations. However, this may incur an additional cost. You must send us an Excel spreadsheet or Word document with the full ship-to addresses and specifications if products are to be delivered to more than one location.
Yes, we accept requests for blind shipping if it is indicated on your order or discussed with your Account Representative. Be aware that we cannot 100 percent guarantee that your order will ship blind due to the process of delivering our products.
We recommend you contact your Account Representative for any changes to your order. After your order is received in production we may not be able to accommodate new requests.
Unfortunately, we do not at this time ship orders to Canada but are actively working to change this.
We ship our products throughout the U.S., including to military APOs. However, due to certain military requirements and regulations, we cannot guarantee when your order will be received but can guarantee the date it will ship.

The arrival date of your order depends on several factors:
  • The production time, which includes a deadline of 12 p.m. Noon Eastern Time.
  • The shipping method and destination you choose.
  • The day/time your proof is approved. Production will not begin until your proof is approved.

To check the status of your order, you must enter your specific order number and the email address of the person who placed the order.

* Our production and shipping times are based on ordinary business days.
We refer to production time as the period it takes to produce and print orders during business days, Monday through Friday, excluding holidays.

Before your order is sent to production, you must approve your FREE artwork proof and have your payment processed by 12 p.m. Noon Eastern Time. You can review the product details page for our current production time options and the estimated shipping date of your order.
You will be sent a confirmation email soon after placing your order online. Be aware that email messages can land in junk/spam folders; please be sure to check those folders if your confirmation email has not arrived.

Note: Your confirmation email ensures we have received your order but does not guarantee that your order is in production. If you did not approve your order online, you will receive a proof via email that must be approved by you before we can proceed with your order.
We suggest you contact your account representative for any changes needed for your order. Multiple changes can be made during the proofing stage. However, after your order is in production it may be difficult to accommodate 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 the most popular 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. However, we do not accept international credit cards or payment methods. Contact your account representative for more information.
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.

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.
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.
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.
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 note this as a special request and one of our talented graphic designers will make the adjustment and send you a proof to approve.
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 describe the desired changes as a special request and one of our graphic designers will adjust it for you and send you a proof to approve.
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.
You cannot change and/or add any additional text fields at this time. However, you can input different text than we have labeled.
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, describe your desired design changes as a special request in the order process and one of our graphic artists will make the adjustment 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.