FAQ's

Can I order a sample before I purchase a product?

Yes, you can call us to order samples of our promotional products and company apparel. Samples must be returned within 4-7 days. For apparel or sample over $5, we may require a VISA or MasterCard to ensure that samples are returned in a timely manner. If the returned samples are stained, damaged or defective then charges will be applied.

If you don't want to order samples, you have the option to come in to our 2,500 square feet showroom where you can view all our promotional products and company apparel on display.

Do you provide artwork services?

Yes, we are happy to create artwork for you. Our standard rate is $50 per hour. Please contact us, and we will provide you a written quote for your necessary artwork.

Do you provide me with proof before my order goes into production?

Yes, we provide you a free paper proof and must be approved by you before the order goes into production. The way you give your artwork is exactly how we receive it.

How can I pay for my order?

We accept cash, VISA, MasterCard and debit card.

If I can't find what I'm looking for, do you carry any other products?

We offer a lot more products that may not be on our website. When you contact us, we discuss with you how best we can serve your needs and meet your budget.

If I want to reorder an item, do I pay setup charges again?

If you are ordering the same merchandise item with the same application, then there will be no additional setup charges. If you wish to alter any of the imprinting, imprint with a different application, or wish to imprint a different merchandise item, then new setup charges will apply.

Is my order guaranteed?

Yes, we guarantee that your order will be completed on time and done correctly the first time. If it is not, then we will fully replace your order. We are known for our skilled staff, reliable delivery, excellent customer service, and taking the stress out of your order. The way you give your artwork is exactly how we receive it due to the deadline.

What is a setup charge?

Custom imprinting your company name, logo or artwork on promotional items requires "setting up" printing plates, film, and the engraving laser or embroidery tape charges. These setup costs are independent of the actual costs of imprinting. The setup charge is based on the number of designs required, the number of colours imprinted, and the number of locations the design will be imprinted.

What is included in the pricing?

All pricing varies and is based on quantity, the imprinting method, the number of colours imprinted and setup charges. Please contact us for information.

What is the best way to send you my artwork?

Please e-mail your artwork to sales@hardwearpromo.com. In the subject line of your e-mail, please include your company name and order number. If your artwork files are too large to be e-mailed, please contact us and we will determine an alternate method of obtaining your artwork.

What are my artwork requirements?

For the best results and fastest service on any kind of imprinting, we require a Vector. eps file with fonts converted to outlines created in Adobe Illustrator CS2 or lower. We work with PMS colours. Please note that PMS colour match charges may apply. Please ensure that you follow the artwork requirements:

  • Older versions of Illustrator and Corel are acceptable
  • Include all of the needed FONTS or IMAGES (Corel Draw and Illustrator)
  • Make sure your images are at least 600 dpi size or larger (200%)
  • Use a compression program when sending larger or multiple lines (WinZip)
  • Convert your text to curves or outlines (Illustrator and Corel Draw)
  • Please do not send JPEG, GIF, or bitmap files.

Please send artwork as clean colour separated camera ready. Camera ready is defined as black & white, colour separated 600 DPI (or higher) artwork. When submitted artwork, please specify size of imprint or else the default is maximum size.

4 colour process artwork should be provided digitally on CD, or e-mailed in a self-extracting zipfile (.zip), along with a colour output for reference. Please allow at least 1/8" bleed around all sides of the die line. WE MUST HAVE A COLOUR PROOF WITH ORDER.

For embroiderery orders, if you already have your logo or design digitized for embroidery, we use TAJIMA format.

What is the minimum order requirement?

Minimum orders vary depending on the type of product and service you are looking for. Please view our online catalogue for minimum order requirements or please contact us for minimum order information on specific products and service.

Where are you located?

We are located in 120 Shields Court, in Markham. Please feel free to book an appointment to visit our 2,500 sq. ft showroom.

Why do we sometimes receive more or less than the quantity we order?

The industry standard on hard goods (ie. pens, key chains, jotters, etc.) is +/-5% of the order quantity. We will bill you accordingly.