Frequently Asked Questions 

 

What is necessary to place an order for silk-screening? 

To place an order for CONTRACT silk-screening we need your purchase order, credit card authorization form, shipping request form and art all sent to abilitees@cs.com or faxed to 732-494-5358. We do understand that many times you have your own purchase order forms, if you use your own, PLEASE make sure all the same information is listed in detail, as we prefer you to use our forms. All of our forms can be found on this website, please keep in mind we cannot place an order without all information having been received. Your order will be put on hold until all appropriate information is received. 

 

What is the minimum order for silk-screening? 

Our minimum order is 24 pieces for up to a 5-color imprint. Unless your garments are for sports teams receiving names and numbers on their garments, this is the only exception to our 24 pc minimum. Anything more then 5 colors will need a 72-piece minimum. 

 

What is your turn around time? 

Our turn around time for a silk-screening order is 7-10 business days from the final art approval. This is a very firm time frame as we schedule our presses over a week in advance. 

 

What about RUSH jobs? 

Rush jobs are completed in less than 7 business days after the final approval of your art and are subject to a 30% addition to your total. We do ask that you call ahead first to make sure we are able to handle your rush job before garments are sent to us, as we do not always have an open spot on our presses for such jobs. If you do send your garments to us without checking to make sure if we can handle your job, and at that time we are not able to rush the job, we will not be responsible for freight back to you. 

 

What is the proof/approval process? 

On all new orders we will be sending you an art proof for your review. This proof will state the size, pantone colors and overall location of your print job. Please make sure to look over the proof carefully as once it is approved we will be printing exactly that. Proofs are issued about 1-2 business days after all forms and art have been received. If you do not receive a proof in that time frame please bring that to our attention, as we are not aware you didn't receive it. Sometimes wrong emails are listed or lost in cyberspace. Also, we do ask that you set your email account to send a confirm receipt of emails when in the proof/approval process. If we do not receive your art approval we cannot proceed with your job. Having your email set for a confirm receipt ensures that we in fact did get your reply, if you did not get a confirm receipt, we do not have your approval. 

 

What if my order is the same as the last order? 

All orders are new orders, do NOT expect us to go with your last order, please put down colors, size, location etc. as if it was your first time. We will pull your existing film and reference the re-order PO to make sure it is accurate. If you feel you need to request a proof for a re-order, please indicate this on the purchase order. 

 

Is the clothing included in the price? 

No, when we are embellishing our costs are for embellishment. 

 

Do you provide the clothing? 

We are embellishers, should you be unwilling or unable to supply us with the clothing our selection is on the Internet in our Wearables Catalog. You may be able to purchase garments cheaper than what we sell them for, in that case just provide us the merchandise. 

 

Are there any other charges? 

Please check our price sheet, although we do not have hidden charges, we do add for nylon, polyester, mesh, pants legs, pant backs, shirt sides, hats, towels, specialty inks, or any thing which is out of the ordinary. 

 

Embroidery Specific Questions 

 

Is Free Embroidery Included in the Price? What is the Size Guideline? 

Yes. 1 FREE logo at 1 location is included in the unit price on all items. See below for charges on additional logo (s) or location (s). You can use up to 6 colors in the logo. Max embroidered logo size is at 2.25" high x 4" wide or up to 8,000 stitches. Logos exceeding our size limit are subject to embroidery upcharge. However, more than 90% of logos we come across fits under our size guideline. 

 

Do You Charge for Setup? 

Your 1st logo setup and embroidery is FREE! See above for guideline. For additional logo designs on the same cap or garment, there is a $40 setup charge per additional logo design. Note that text at locations other than the standard embroidery location is also considered a logo as we need to use the same setup or digitizing process to turn it into an embroidery file that our computerized embroidery machines can recognize. Additional run charge also applies. We keep all our customers' logos on file indefinitely. Once you get your logo setup, you'll never have to pay for setup fee again. 

 

How Much for More Than 1 Logo Embroidery? For Example, Do I Have to Pay More If I Want To Put 1 Logo on The Front and 1 Logo on Back of a Cap? 

Yes, there is an additional embroidery charge for the 2nd logo or text at a 2nd location (and the 3rd for that matters). The additional costs are: Caps: $4.0 per cap (order at least 24 pcs), $3.00 per cap (order at least 48 pc), $2.50 per cap (order at least 72 pcs). $40 setup for 2nd logo applies. Apparel: $7.00 per pc (order at least 6 pcs), $5.00 per pc (order at least 12 pcs), $4.0 per pc (order at least 24 pcs), $3.00 per pc (order at least 48 pcs), $2.50 per pc (order at least 72 pcs). $40 setup for 2nd logo applies. Note that text at locations other than the 1st embroidery location is also considered a logo as we need to use the same setup or digitizing process to turn it into an embroidery file that our computerized embroidery machines can recognize. 

 

I Have My Own Design, What Do I Do Now? 

If you have an electronic copy of your artwork, email it to us at abilitees@cs.com. We prefer files in the following format: EPS, TIFF, PDS and JPEG. Most of the times the people who print your business cards should have your logo or artwork in one of these formats. If you don't have your artwork in an electronic format, but have a clean laser print out of the design in colors, send it to us at:

AbiliTees Unlimited, Inc. 

23 Adams Street 

Metuchen, NJ 08840

 

I Don't Have a Logo. Can You Help? 

We have a font library for you to choose fonts. You can also go to embroidery.com to choose a stock design not exceeding the size limit. We will pay for any designs not exceeding our logo size limit. Remember, if you want to add text onto a design, you need to leave 1/2" for each line text. 

 

Can I Request a Sample? 

Blank samples can be purchased at 1st column price plus shipping. Cap samples can not be returned. Most corporate apparel samples can be returned within 15 days of receipt. Some can not be returned. Check with your customer service representative for specifics. 

 

Can I See a Sample of My Embroidery? 

A scan of your embroidered logo will be emailed to you within 48 hours of order & payment confirmation. 

 

Can I Combine Styles/Sizes? 

You can combine styles, colors/sizes to meet our minimum but there is a 6 pc min for each style for apparel, 12 pc min per color/24 pc min per style for caps. Hats require different tooling, and therefore can't be combined with shirts and jackets. But you can mix and match different caps. 12 pc min per style. 

 

What About Custom Colors? 

We offer custom colors on all custom logos. For custom items, there is a min of 600 for apparel and 1,000 for hatwear. 

 

Do You Do Personalization on Your Garments, Say Embroidering A Different Number or Name on Each of My Shirt or Cap? 

Sorry we do not at this time. 

 

Do You Handle Large Quantity? 

Yes we do. Discounts are given to large quantities, and we offer custom garment design service and off shore production for large orders. The quantity requirement for off-shore production is 2,500 pcs. The lead time is usually 60 to 90 days. 

 

How do I know how many stitches are in my design? 

You can either have it professionally estimated by someone you have used before or you can send your image along with information about your order (amount of pieces you plan on doing, time you need it by, etc.) to abilitees@cs.com subject RFQ (Request for Quote); you will receive a response within 4 hours of your submission either with the stitch count, or advising you that more time is needed in order to have our digitizer 'trace' it for accuracy in stitch count. 

 

Can I provide the embroidery tape? 

Absolutely, but if you do, it must be requested on your PO and we cannot be held responsible for how it sews. A swatch will be sewed out, and you will be proofed with it. Should any corrections/adjustments be needed, you need to let us know at the time of proofing. Tape edits are $25.00. If you need to touch and feel the swatch, let us know and it will be mailed to you. 

 

Do you do patches? 

No. We are a direct embroiderer only. 

 

What is your turn around time for embroidery? 

On a normal order, your expected processing time is between 7 and 10 business days. Larger orders, multiple locations and individual personalizations will require a longer production time. Please make sure you are placing your order with enough time to process. Rush orders need at least 24-hour notice to be put on the schedule. Rush orders are produced in under 7 business days and are subject to a 30% rush fee addition to your invoice. 

 

What is Your Return Policy? 

Cancellation: We will send you a sample sew-out, i.e. a copy of your design embroidered on a piece of fabric before production. If you are not happy with the logo sample you receive in your email, we will be more than happy to fix it until you are satisfied. Once the sample is sent to you, you will be charged for the design. Once this sample is approved, we will proceed with production and from this point your order can not be cancelled or returned unless we made a mistake, say wrong product or logo colors. 

Defective Products: If there is a defect on the product, please call customer service and we'll be happy to arrange an exchange or refund on the defective pieces. Note that no return will be accepted unless there is a Return Authorization issued by AceLogoGear.com. Claims must be reported within 15 days of recipts of goods. Please check your merchandize upon receipt. Only defective goods can be returned within 30 days of receipt of merchandize once a Return Authorization is issued. Although we pride ourselves in providing quality embroidery work, please note that embroidery is a mechanical process. A needle is doing the sewing, so your logo on each hat will have its own characteristic due to machine variance. 

Sizing Problems: We are not responsible for sizing issues once the order is confirmed and your logo embroidered. To avoid fitting and sizing problems, please purchase samples prior to your production orders. 

Logo Colors: We will match your logo color the best we can. If you have a Pantone color for your logo, we will try to match that. All Pantone colors must be clearly indicated on the order form. But remember embroidery threads have a sheen that is unique. It is virtually impossible to match them to colors on paper. If you request red, we will use our generic red unless a specific Pantone color is indicated on your order form. 

 

Shipping Questions 

 

How do I know when my order has shipped? 

You will be notified by a UPS Quantum Notification, which comes directly from UPS. You must provide the email address that you wish to be notified with, which we enter when processing your shipment, and then when the package is picked up by UPS it is scanned and an email is automatically sent to you at either 5 PM or 6 PM, which are our pickup times Monday through Friday. This also applies to FedEx shipments as well. 

 

I need my order shipped to a residential address, are shipping methods different if it is not being sent to a business? 

Yes. UPS and FedEx up charge about $2 extra for residential deliveries. It must be specified whether the shipping address is commercial or residential. We reserve the right to adjust your invoice accordingly if you have supplied incorrect information. 

 

How can I get an estimated shipping cost for my order? 

Unfortunately, we cannot issue price quotes for shipments due to differences in methods, box quantity, sizes, and weights, etc. We are only able to give exact costs for shipping when we are actually processing the shipment. All shipments are usually processed the same day it is printed and tracking information is sent to email address provided, once UPS picks up from our facility. Usually around 5 PM. 

 

What if I already have an order in-house and I need to change to shipping information? 

You can email or fax the updated information to whichever department is handling your order and they will adjust accordingly on the Purchase Order. 

 

I have my own UPS/FedEx account; can I use my own account number for shipments? 

Absolutely. Our default shipping method is UPS ground service. You can have us ship it on our account, and the amount will be added to your order invoice, or you can have us use your account, by supplying us with your shipper's account information. If you do use your account, a $3.75 handling fee will be added to your invoice. 

 

Can you ship internationally? 

Yes. Anywhere in the world where UPS or FedEx deliver since they are our preferred carriers. We also ship APO orders via USPS as well as a small percentage of DHL when you supply the account number to ship from. We do have a service charge for shipping anything internationally; please call for exact information.