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Highlighters FAQs
Frequently asked questions to answer everything you need to know about ordering highlighters!
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
- Please click here to complete a sample request form for highlighters. Limitations and charges could be applicable.
Design and Artwork Questions
+ What does “imprinting” mean?
- Pantone Matching System is a standardized color reproduction system that more accurately produces true colors for your highlighters order. Every PMS Color is represented by a number and is used often for logos and branding.
+ How do I design and send you the imprint I want used on my highlighters?
- After you choose the highlighter you want, enter a quantity, desired production time, zip code and shipping method. Next, select the highlighter color(s) and imprint color(s). Choose from our gallery of clip art or fonts, or you can upload your own custom artwork file when prompted. The files we prefer to receive are EPS, AI and PDF vector formats, but JPG and PNG files can sometimes be accepted. Please send us the highest resolution file you have.
- If you are unable to immediately upload your artwork to us, simply email your artwork later.
- If the resolution of your artwork for your highlighters is too low to convert, we may have to redraw it and additional charges could incur. This also could extend production time. If you are interested, we typeset text and create simple artwork for free.
- If you'd like, you can describe your art design idea in the "Special Artwork Instruction" box and one of our Graphic Designers will help you create it.
- Be aware that our production method requires artwork to be at least 150 dots per inch at print size.
+ How detailed can the artwork be on my highlighters?
- Detailed artwork does not print well on highlighters because of the small imprint area available. We recommend a minimum font size of 6 point. If we cannot use your artwork, we may suggest using only text.
+ Will you keep my highlighters' design on file in case I seek additional orders?
- We usually keep our customers' artwork/designs in our files for approximately two years.
+ Can I use copyrighted or licensed material for my highlighters' imprint?
- We will never knowingly reproduce copyrighted material and will not accept any liability for copyright infringement for the production of your highlighters order. You must be certain that your artwork does not infringe on anyone's property rights, and are 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 Designers can help you create a design to your satisfaction.
+ What fonts can I use for my highlighters' imprint?
- We have about 250 fonts to select from for your highlighters' imprint in our Font Selection. If you desire a specific font, you must first convert it to outlines (graphics) in Adobe Illustrator, Corel Draw or a similar program. We have other fonts available in our extensive library that are not displayed in our font selection list. Please submit the name of your favorite font. We will use it if we have it or find something similar.
+ Can I get a proof for my highlighters order?
- Yes. We will send a FREE proof to you via email, typically the same day you complete your highlighters order online, depending on the time of day we receive it. After receiving your proof, please contact your Graphic Designer to approve your personal design or have changes made.
+ Can I get my highlighters imprinted in more than one color?
- No. Our highlighters currently are only available with a 1-color imprint.
+ Can I use multiple artwork designs for my highlighter order?
- 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.
Product Questions
+ What are the lowest-priced highlighters you offer?
- Our most economical highlighters are the Nifty Highlighter, the Two-Way Pen Highlighter, the Eco Friendly Highlighter Pen and the Frosted Highlighter. All of our budget-friendly writing tools can be found here.
+ Can I order highlighters in more than one color?
- Yes. You can select up to four product colors per each highlighters order. The minimum quantity per color can vary per highlighter style. The Product Details page offers specific information for each item.
+ Do you offer different colors of highlighter ink?
- Yes. In most cases, the barrel of the highlighter matches the color of the ink. See the product description page for specific ink colors.
+ What type of imprint works best on highlighters?
- We use a silkscreen imprint or a pad print process, depending on the style of the highlighter.
+ Are the colors of your highlighters exactly as I see on my screen?
- The highlighter colors that appear on your computer monitor or on a copy that you print out will not be the exact Pantone Matching System Color of our highlighters or imprints because each printer and monitor are calibrated differently. We suggest you request a sample.
+ Do you have highlighters with ink that stays moist longer?
- Yes, we do! These gel wax highlighters won't dry up if left uncapped: the Accent Grip Highlighter Pen, The Twist Gel Wax Highlighter and the 5 Piece Gel Wax Highlighters.
+ Do you require a minimum order amount for highlighters?
- Yes. The product details page will show the minimum quantity order requirements for each type of highlighter.
+ Is there a set-up charge to customize my highlighters?
- Our set-up charge for imprinting your name, logo or other information on your highlighters is $20 per order.
Delivery Questions
+ How much will it cost to ship my highlighters?
- The estimated delivery cost for your highlighters order will appear on the first page of your order. Just choose the type of highlighters you wish to customize, enter the quantity, your zip code and a delivery method and your delivery cost will be shown.
- We offer free ground delivery within the Continental United States for highlighter orders totaling over $75.
- If you need a specific delivery method or have special delivery instructions, please inform your Account Representative.
+ 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.
+ What delivery method will be used for my highlighters order?
- Our highlighter orders are ground delivered by United Parcel Service (UPS), the United States Postal Service (USPS) or DHL. However, you can request an expedited method to meet an event date.
+ From where will my highlighters order be delivered?
- Our highlighters orders are ground delivered from our production facilities in the United States.
+ Can I request drop shipping for the highlighters I'm ordering?
- Yes, you can. Totally Promotional accepts requests for drop shipping (delivering highlighters to a location that is not yours, ex., delivering directly to a client or customer's location) and can ship to multiple locations. This method could prompt additional costs. Please send us an Excel spreadsheet or Word document with the full ship-to addresses and specifications if your highlighters need to be delivered to more than one location.
+ Can I request blind shipping for my highlighters order?
- Yes, we can accept requests for blind shipping if you indicate this preference when ordering your highlighters or discuss it with your Account Representative. However, we cannot guarantee that your highlighters order will ship blind due to limitations in the delivery process.
+ How will I be able to tell if my highlighters were delivered by United Parcel Service (UPS), the United States Postal Service (USPS) or DHL?
- We ship highlighters orders by UPS, the USPS and DHL, according to the method you choose or the one that is best suited for your particular order. A tracking number with letters and numbers beginning with “1Z” indicates a UPS shipment. A tracking number with all numbers, beginning with “94,” likely was delivered to you by the USPS. A tracking number starting with “93” is likely delivered by DHL.
+ Can I change my delivery data or other details of my highlighters order?
- Please contact your Account Representative if you want to make any changes to your highlighters order after you submit it. After your order enters production we may not be able to fulfill the request.
+ Can you ship highlighters to Canada?
- At this time we cannot ship our products to Canada or outside the Continental United States, but we hope to change this in the future.
+ Do you ship highlighters to Army Post Offices?
- Yes, we do. We ship highlighters across the U.S., including to military APOs. However, due to military requirements and regulations, we cannot guarantee the date you will receive your highlighters. We do guarantee the date your order will ship from our facility.
Order Questions
+ What is the status of my highlighters order?
- The arrival date of your highlighters order is based on a few variables:
•The production time
•Delivery method and destination
•Our deadline, which is 11 a.m. ET - Please note: Totally Promotional's production and delivery times are based on business days, Monday through Friday, excluding holidays.
- Please check the status of your order by entering your order number and the email address of the person who placed it.
+ How long will it take to complete my highlighters order?
- The stated production times for highlighters is found on the order page and is based on business days. Your artwork proof must be approved with payment received and processed by us before 11 a.m. Eastern Time for production on your highlighters order to begin.
- The Product Details page for the item you've chosen will provide you with an estimated delivery date for your highlighters based on the production method you have chosen.
+ What do you mean by “production time” for my highlighters order?
- Production time is the time-frame it takes to complete your highlighters order in our production facility. The time is based on business days, Monday through Friday, excluding holidays.
- Production will begin after we approve your FREE artwork proof and your payment is received and processed by us before our 11 a.m. Eastern Time deadline. Our Product Details page will show your highlighters' production time options with an estimated delivery date, based on the delivery destination.
+ When will I receive a confirmation email about my highlighters order?
- You will receive a confirmation email shortly after placing your highlighters order online. Please note that email can sometimes land in junk or spam folders so check those if your confirmation email hasn’t arrived in a reasonable time.
- This email is not confirmation that your highlighters order is in production. If you did not approve your artwork during the online process, you should receive a FREE proof via email that must be approved by you before we can proceed with your highlighters order.
+ When will my highlighters order arrive?
- The arrival date of your highlighters order is based on a few factors:
- •The day and time your highlighters order is approved. Your artwork, delivery method, production time and payment information must be approved by 11 a.m. Eastern Time before your highlighters order can enter production.
- •The production time, delivery method and location you selected for your order. The estimated transit time is one to six days, depending on the location. You can view the estimated delivery dates on the product page when you order.
- When your order departs from our production facility it becomes the responsibility of United Parcel Service (UPS), the United States Postal Service (USPS) or DHL.
+ Can I get help with my highlighters order?
- Of course! You are welcome to Live Chat with an agent or call our Customer Service Department at 1-866-795-4657 for answers to your questions.
+ Can I make changes to my highlighters order?
- We recommend that you contact your Account Representative for any changes to your highlighters order. Once they are in production it may be difficult to fulfill requests.
+ Will I be charged sales tax for the products I purchase online from Totally Promotional?
- 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.
+ What type of payment can I use for my highlighters 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.
- The arrival date of your highlighters order is based on a few variables:
