Frequently Asked Questions
Here are some faqs that may help you. If you can't find what you're looking for don't hesistate to Call us at: 1 800-849-6727
General Questions
What is "proofing" and why is it required?
Can you help me find the right product?
Art Specifications
What are your guidelines for Digital Art files?
What is the difference between Vector and Bitmap art?
What can I expect for production time?
Will there be any additional art charges?
Art & Design Charges
For our Art and Design charges please click here
Glossary of Terms
You may see these terms listed in your quotes – Glossary of Terms
What is "proofing" and why is it required?
We want your order to go as smoothly as possible. An important part of that is making sure the artwork is accurate BEFORE PRODCUTION (a thousand items with a spelling mistake is something we all want to avoid). We will provide you with proof copies of your artwork for your review and sign-off (this ensures you get exactly what you want on your product).
A prompt response to our sign-off request ensures your order will be completed as quickly as possible.
Can you help me find the right product?
Yes! We will research and find the most cost effective, quality product to meet your needs.
What if I have a deadline?
Please notify us of any specific deadlines you have, and give
yourself as much time as possible for production. Keep in mind most
products take from 10-15 working days after proof approval, allow for
shipping 1-5 days depending on the product. We understand that often a
rush cannot be avoided, but the more time you allow for the order the
better job we can do finding a product that meets your needs and budget.
The product will arrive on or before your deadline as agreed prior
to production. It is our goal that your product meets or exceeds your expectations.
Can I first get a quote?
We will quote all products in a timely manner, including all charges and fees before production, (excluding freight unless requested). We ask that you review your quote carefully to make sure we accurately understand what you are looking for and approve the pricing before ordering.
Can I order a Sample first?
We encourage you to order samples, because without having the product to look at you are simply ordering from a catalog and we cannot guarantee the product will meet your expectations. We will always get a sample of the product upon request and when time allows. Generally if you place an order with us there will be no charge for samples.
What if there’s a problem?
There are many people involved to get your job done correctly, from the
handling of artwork, ordering, production, scheduling and even the UPS
driver who delivers your product. We want to make sure that all these
steps have gone smoothly so you receive what you wanted, when you wanted
it and in good condition. All we ask is that you inspect your order
right away to see that it meets your expectations. You, our valued client
are our only concern. If there is a problem, from a chipped coffee mug to
a smeared imprint, we want to hear about it. So if an error has occurred
in the process, it is our job to make it right. Please let us know.
We will make every effort to satisfy you. Whether it is a refund or re-do,
we are committed to your satisfaction and we value your continued business
relationship with us.
Freight and Shipping
Generally all our products are shipped UPS ground unless otherwise requested. UPS ground can take from 1 to 5 days
anywhere in the United States.Since many of the products we sell have manufacture facilities back east and in various
locations it may take up to 5 days from the date that your product ships for you to receive it in hands.
We are dedicated to helping you make the best choice for shipping to meet your deadline.
Unless requested we do not list freight on our quotes, it is charged when the product is billed. We can quote freight if
necessary – please ask. If you are on account or have pre-paid, your product can be shipped direct to your home or business.
EXPEDITED FREIGHT: PLEASE PLAN AHEAD – Make sure to let us know your deadline – We can help! When planning for event deadlines it is necessary to consider how long it takes for the product to arrive and if need be ship the product in expedited freight. Of course these other choices will incur higher freight charges, but may be well worth it to get the product when you need it and save your stress.
Your choices are:
RED LABEL: Next day Delivery by 10:30AM
SATURDAY DELIVERY: Check for availability
BLUE LABEL: 2 day
3 DAY SELECT: This is the least expensive of the expedited freight choices and is a good one to assure the arrival of your product on time. UPS guarantees delivery.
TRACKING NUMBER: This is a number UPS and other shippers provide so you can see where your product is while in
transit. We will do everything possible to keep you informed of your products arrival.
What are your guidelines for Digital Art files?
Please use the following guidelines when sending us your art files
for imprinted products such as t-shirts, coffee mugs, pens, balloons, buttons, and
anything else you wish to have your logo printed on.
ACCEPTABLE FILE FORMATS – PC Platform
VECTOR FILES: (PREFERRED)
1. Corel Draw (CDR) is our preferred format, saved as a native file with Font converted. Version 13 or lower.
2. Other vector programs- files created in Adobe Illustrator.
NOTE: All text must be converted to Curves which means it is NO LONGER A FONT but a GRAPHIC!
Adobe Illustrator refers to this as Converted to OUTLINES, but doesn’t require the graphic to be OUTLINED.
If this sounds confusing do not hesitate to contact us @ 1-800-849-6727
BITMAP (RASTER) FILES: (NOT RECOMMENDED)
Bitmap files will incur additional art charges because they must be converted to vector files.
1. Adobe Photoshop .psd.
2. .tif, .bmp, .gif or .jpg format
3. Microsoft Word, Excel or any art saved or created in non graphics programs.
Can I use web images?
Web images are not recommended. Web images are generally highly compressed and do
not have the quality required to serve as art for your project.
What is the difference between Vector and Bitmap art?
VECTOR ART: All art must be created as (or converted to) vector art for your imprinted product.
Vector art is made up of lines and curves defined by mathematical objects called vectors.
Vector art is “resolution independent” and can be re-sized without loss of quality.
IMPORTANT: Text should be converted to outlines, paths or curves. This way your order will not be delayed because of font issues.
BITMAP ART: Bitmap (or Raster) art is created using a program like Adobe Photoshop or scanned art.
A raster image consists of a grid, or bitmap, of small squares known as pixels.
Bitmap images a fixed resolution and may degrade in quality (look jagged or “pixilated”) as they are resized.
If you send raster art we may be able to use it as a template to convert the art into vector format.
However, this will incur additional art charges.
What can I expect for production time?
Production usually requires 15-20 working days after your signed approval is received
(Depending on the product ordered). All efforts will be made to meet shorter deadlines if at all possible.
RUSH: If you require a faster turnaround, rush charges may apply along with possible expedited freight charges.
Are proofs required?
We must receive your signed approval of FINAL ARTWORK before we begin production.
A faxed or e-mailed proof of the artwork will be provided to you within 48 hours of placing your
order (this may vary depending on the complexity of the project). If you want changes to your art we
will fax or email you a new proof reflecting the changes for your approval.
Will there be any additional art charges?
After art is received we will review your file and let you know if any art charges are necessary to imprint your product.
How can I submit my artwork?
Files under 5 MB can be e-mailed to info@koolideas.com
IMPORTANT: Please include your name, company and all contact information.