FAQ

 

Frequently Asked Questions

 

 

What artwork formats do you accept?

We can work with most file types when creating your product artwork. For illustrations and logos, we prefer vector artwork including Illustrator(.ai), Acrobat(.pdf), General(.eps), or (.svg). For raster artwork including photographs and other full color images, we recommend at least a 300dpi image created at the actual imprint size of the product you’re ordering. If you have a question about artwork or any of our art guidelines, feel free to send us an e-mail with your question to support@acmesource.com.

 

How long do you keep my artwork on file?

For digital art files, we typically keep your artwork on our servers for a minimum of 3 to 5 years from the time of the last order placed. If you provide the name the order was placed under, or a job number, we should be able to locate it for you. Certain limitations may prohibit us from doing so in a few situations, so we recommend that you don’t rely on Acme Business Source always having your most updated art on file.

 

What’s a typical turnaround time?

Production times differ from product to product, and can vary by season, but standard delivery can typically be expected between 1 to 3 weeks. Certain products can be produced and shipped in as little as 24 hours! For specific questions and estimations regarding turnaround time, e-mail us at support@acmesource.com

 

Can I get my order delivered faster?

Maybe. Some of our products require the full production time due to the manufacturing processes involved. We do offer rush production on many items, however. If you have a deadline for an event and would like to check our schedule and see if we might be able to speed up production of your products, please e-mail us at support@acmesource.com

 

What carrier will you use to ship my order?
TJM ships via the carrier of our choice unless otherwise noted. If you have a specific request for a shipping partner, please let us know when you order and we will try to accommodate your needs.

 

Are there any artwork limitations when ordering embroidered products?

Yes. Small text, fine details, thin outlines, and color gradients can often be difficult to replicate exactly with embroidery. Additionally, the type of fabric used in the embroidery process can also have an effect on how your stitched artwork looks upon completion. We recommend solid shapes with 7 or fewer colors involved for the best looking embroidery conversion.

 

Can I use a specific font in my artwork?

Yes! Our art staff has a large selection of fonts available for designing and creating your promotional products. If we don't have the font available in house, feel free to submit a vector graphics file (.ai, .eps, .pdf) with all fonts created as outlines to replicate your text accurately.

 

Can I use my own Pantone colors?

Yes. We offer free Pantone color matching on many of our custom promotional items. Some of our products, including printed and embroidered apparel, may require a small Pantone color matching fee to match your colors exactly. If you have any questions regarding color matching and our processes, please e-mail us at support@acmesource.com

 

Do you charge for artwork revisions?

No! We provide artwork services free of charge with your promotional product order. From creation to revisions, we'll change and update your art until you’re certain we have it right. However, once the order is placed, and your custom proof has been approved, artwork changes are no longer permitted, because the production process starts immediately.

 

Can I get a pre-production sample to see my item before it’s mass produced?

Yes. Pre-production sample fees vary from product to product. To obtain a quote on a pre-production sample, or to speak to a sales representative, please e-mail us at support@acmesource.com

 

Can I add, cancel, or delete items from my order after I’ve placed it?

Once your promotional products order has been placed, we cannot cancel or remove items. If you need to add additional items to your order, please contact us as soon as possible so that we can try to ensure the same quote price and services. If you have a question or concern with a current order, please e-mail us at support@acmesource.com.

 

What is your return policy?

Due to the custom nature of your promotional products, we do not accept returns. However, if there is a problem with your order, including but not limited to quantity, imprint, color, sizing or quality, please contact us and let us know that you have a concern. We'll work with you to ensure your satisfaction with your order. Customer satisfaction is a key reason why our customers choose Acme Business Source for repeat orders. 

 

How do I contact someone about a problem with my order?

Our customer service team is available Monday - Friday from 8am to 5pm Central Standard Time. You can reach us by e-mail at support@acmesource.com. We'll get back to you as quickly as possible, and are dedicated to ensuring your satisfaction with your order. 

 

Terms and Conditions Statement

To view the Terms & Conditions that apply to every product order with Acme business source, please visit our outline Terms and Conditions statement page.