FAQ

How does the ordering process work:

1.       Select the branded merchandise or digital marketing product(s) you’d like.

2.       Place your order including any artwork, etc. you want us to use.

3.        You’ll receive a virtual proof (if applicable) to approve.

4.       The product is created and sent to you as quickly as possible making you a
happy customer!

Artwork

What kind of artwork can I send?

We prefer vector art when possible (.ai or .eps file format). If you don’t have that available then our graphic design team will create it for you.

Can I specify a PMS color to use?

YES! Keep in mind however, that in some cases there is an additional charge for this service in order to get the specialized ink if an exact match is required. There are also a few products where, due to the limitations of the imprinting process, exact PMS matching isn’t possible. Your Customer Care Representative will help you with this. If you don’t require an exact match, but would like us to be ‘as close as possible’ – we’re happy to help. Just let us know which colors we should be working towards

Shipping & Delivery

How fast will I get my order?

Production times varies depending on the product and service ordered. If you have a specific deadline let us know and we’ll figure out how to pull it off.

Can I split my order and ship to multiple locations?

Sure! Just let your Customer Care Representative know and they’ll be happy to assist.

Can I ship internationally?

In many cases yes. It’s best to work with our Customer Care team on this as each case is a bit different. Please contact us!

Can I ship on my own shipping account?

Yes. Just let your Customer Care Representative know and they’ll be happy to help.

Payment

What type of payments do you accept?

We accept business checks and all major credit cards.

Privacy

Spitfire Advertising, Inc. recognizes your concern about privacy and security on the internet. We want you to be able to place your order with us free of any worry. You can view our full privacy policy here.

General Ordering Information

What if I receive more or less than I ordered?

On rare occasions you’ll receive a few more or less of the branded merchandise than you ordered. This is due to printing extras during the QC process. We will only bill you for what you received.

Can I cancel or change my order?

You can cancel at any time prior to receiving the proof. Once your proof is approved, we can no longer accept a cancellation. If you need to change your order for any reason, please contact your Customer Care Representative as soon as possible and they’ll be happy to assist you.

What are set up charges?

Some of the branded merchandise we offer has ‘set-up’ charges (screen charges, die charges, etc.). It is important to note these are NOT art charges. These are charges to create the screen, die or other necessary items to imprint your specific logo.

Will I see an e-proof before my order goes into production?

Yes! Unless you waive the proof due to it being a reorder or there isn’t enough time because this is a rush order.

Do you charge sales tax?

Spitfire Advertising, inc. collects sales tax as required by law in California.  If your organization is exempt in any of the states or jurisdictions where we collect sales tax, please supply your Customer Care Representative with the appropriate tax exemption or resale certificate.  For more information, please consult the website of the relevant tax agency.

Can I see a sample?

Yes! We’re happy to send you a sample of an item(s) you’re considering. We cover the cost of the sample up to $10 and ask you to cover the shipping. Our sample service is intended to help those who are seriously considering an item or are looking for ideas. We reserve the right to refuse to send samples at our discretion (although we don’t usually find the need to!).

Can I order in quantities smaller or larger than those shown?

Most of the time the minimum quantity shown is the required minimum, although we encourage you to contact us if your requirements mean you need fewer items so we can offer assistance if possible. If you need to order more than the quantities shown please let us know as additional discounts may be available.

Use of Trademarks

If we use artwork you have supplied to imprint your product, you are warranting that you have unrestricted right and authority to use and distribute that artwork.

Notes about our site

The artwork, designs and trademarks shown on products on this site are examples of the products and imprinting services we offer. They do not represent endorsement by the owners of the artwork, designs or trademarks.

All prices and product information are subject to change without notice.

Any other questions?

If you have any questions please reach out to us. We’d love to help.