FAQs

 

ACCOUNT

 

- Do I need an account to place an order?

- What happens to the information I give you when I sign up for an account?

- Can I view past orders?

- How can I reorder products I previously purchased?

- Can I change my billing and/or shipping address?

 

ORDERING

 

- Can I get a quote on the product(s) I’m interested in?

- I need help ordering; Can I place an order over the phone or by email?

- How do I place an order online?

- Why do I have to put everything in the cart if I haven’t approved a digital proof yet?

- Do you charge Sales Tax?

- How do I know if I am exempt from paying taxes?

- Can I order in quantities smaller or larger than shown on a product?

- What are setup charges?

- I didn’t see a setup charge for what I want embroidered. Are there setup charges for embroidery?

- If I place multiple orders using the same design, do I still have to pay the setup for each order?

- What happens when I place an order?

- Can I cancel or change my order?

- When will my order arrive?

- Do you offer Rush Services?

- I only received part of my order or my order is missing items, what should I do?

- Customization and Printing.

 

ART & DESIGN

 

- What if I don't have a design or art to upload, do you offer design services?

- What should I know about type sets and fonts?

- What should I know about Unique Fonts or a Font Only design?

- How do I upload my Artwork?

- Do you keep my artwork on file?

- Can I specify a color I need printed and what is PMS color?

- What is a Virtual proof?

- Is there a charge to change my design from a previous order?

 

SHIPPING

 

- Do you ship internationally?

- Where do you ship from?

- If I place my order today, when will I receive it?

- How will you ship my products?

- Can I split my order and ship to multiple locations?

 

PAYMENT OPTIONS AND CHARGES

 

- When will my credit card be charged?

- I would rather not pay using a credit card, do you offer other options?

- How do I pay with a check?

- Refunds towards original payment method.

- Do you offer Coupon Codes?

- Do you accept competitor's coupons?

- Do you offer product samples?

- I need a product sample quicker than ground shipping; can I get it faster?

- Do you carry name brand merchandise and products?

- Can I get a digital preview of the promotional product with my artwork on it?

- What is a pre-production sample and is there a cost for the sample?

FAQs 


 

My Account

Do I need an account to place an order?
Yes. The information you provide allows us to work on your behalf to get the best products and turnaround time to fit your needs. It also helps when communicating with you about an order. You can register for an account at the top right of the website.

What happens to the information I give you when I sign up for an account?
We never use your information for anything other than what it is intended for. We will never sell or share your information to third-parties for advertisement. Our suppliers may/will use your information only if a product is being shipped directly to your location. For more details you can visit our Privacy Policy

Can I view past orders?
Yes. Your past orders will show in your account settings.

How can I reorder products I previously purchased?
As much as we would love for our customers to be able to click a button and reorder it’s just not that simple. Due to product availability and price changes, we encourage our customers to reach out to us. One call, email or chat can ensure the product is still available at the quantity you need and within the timeframe you request.

Can I change my billing and/or shipping address?
Yes, you will make changes to your address in your account settings. If you place an order and you need to ship the items to a different address, you will have an opportunity to fill that shipping address in. If you have any issues or questions feel free to reach out.

 

Ordering

Can I get a quote on the product(s) I’m interested in?
Of course! There are several ways to request a quote.

  • When you find the product you want, click "Request Quote” on the product page. For multiple products you will need to request a separate quote on each product page.
  • You can call us with a list of products you are interested in and we can work up and quote over the phone.
  • You can email us your product list. Once we review your list a representative will reach out to gather additional details such as, quantity, decoration color, artwork, shipping method, your location, etc.

 

I need help ordering; Can I place an order over the phone or by email?
Absolutely, we know shopping online can be overwhelming when it comes to apparel and promotional products. Rest easy, we’re here to answer your questions and walk you through the process. You can also ask us questions through our Chat Now option on the bottom right corner of every page.

Here are a few examples of why some of our customers prefer to talk to us instead of doing everything online.

  • They know what they want but can’t seem to find the quantity or color they need.
  • They have a special or custom request that our online store doesn’t show choices for.
  • They have never ordered apparel or promotional products before and need some direction.
  • They know exactly what they want but do not have the time to add the details to each item.
  • They have an idea of what they want but don’t know where to start.
  • They get overwhelmed with large To-Do lists for their company and need help getting organized.
  • They want us to check on certain products or apparel they do not see on our website.
  • They don’t like the process of ordering online; they prefer to call an order in or email us their order details.
  • No matter the reason, we are here to help you every step of the way.

How do I place an order online?

how do i place an order online

Step 1. Choose the products you want.

Step 2. Choose the quantity and product details from dropdown menu right from the products page.

Step 3. Customize your product or leave it blank. If you choose to customize, upload your artwork on our website so you can see your design on the product(s) you choose. If you need help or don’t have the time, email us your art work and we will do the mock up and email you the results for free.

Step 4. Repeat steps 1-3 until you are ready to check out and place your order.

Why do I have to put everything in the cart if I haven’t approved a digital proof yet?
Everything that goes into your cart gives us a starting point. When you go to checkout you will not be asked to pay for your order but instead, the order is sent to us so we can review it. This allows a representative to reach out to verify all of your information and ask important questions. You will be asked to pay for your order once we verify every detail of your order and you have approved your digital proofs on each item in your cart.

Do you charge Sales Tax?
Yes, in order for Carolina Print and Stitch, LLC to comply with the law, we collect state and local sales tax on all orders where applicable. Purchases will be subject to state, county and/or city ta unless within a jurisdiction or for an organization that is tax exempt.

How do I know if I am exempt from paying taxes?
Note: Income tax exempt and sale tax exempt are not the same. In order to be exempt from paying state and local sales tax you must show proof. You or your organization should have a Tax Exemption letter, form or Resale Certificate. Proof of your sales tax exemption must be sent to accounting@carolinaprintandstitch.com

Reversal of Tax: If you find it necessary to request a refund on taxes previously paid, the refund can only reflect what was paid the same month of the order. In other words, if it is November and you placed an order in September, too much time has passed for a refund of the taxes paid on orders for that month.

Can I order in quantities smaller or larger than shown on a product?
In most cases, the minimum quantity that shows on a product is required. However, please reach out to us to see if we have any magic up our sleeves, it’s worth a try, right? If you need more than the quantities shown, reach out to us as there may be additional discounts available to you.

What are setup charges?
Some of the items in our shop have a setup charge. The setup charge covers the cost of the decoration process of your product. For example; screen charges, die charges, mold charges, etc. Setup charges are in no way related to art charges. Setup charges are necessary to cover the cost of the imprint and/or decoration of your item(s).

I didn’t see a setup charge for what I want embroidered. Are there setup charges for embroidery?
There is a one-time digitizing fee for embroidered apparel. As long as your design or logo doesn’t change you will not pay that fee again no matter how many times you return. In some cases, with minimal changes the fee can be waived but this decision is on a case-by-case basis.

If I place multiple orders using the same design, do I still have to pay the setup for each order?
The answer is yes If you are purchasing different types of products, such as, a leather briefcase, tumblers, apparel, stationary, etc. Each one of the products requires a different type of setup for decoration. If we see that charges can be waived for any reason, we will certainly try to minimize your costs.

What happens when I place an order?

  1. You will receive an email confirmation with your order number.
  2. One of our Representatives will look over your order details and artwork.
  3. Once the Representative has reviewed all details of your order they will reach out by phone or email to confirm the details before ordering processing can begin.
  4. You will receive a proof or modified proof with changes
  5. Once you approve your virtual proof the production process begins after payment is received.

Can I cancel or change my order?
Yes, but only if you have not approved your order. “Approving your order” means that you have approved the digital proofs with your artwork and/or design, you have paid for your products and service and it has been cleared for processing and production. There may be times of exception where processing may have been delayed due to weekends, holidays or a supplier. In this case a change or cancellation may be possible. If for some reason you need to cancel or change your order, reach out to us immediately. If you are unable to reach a representative by phone or chat, email us at info@carolinaprintandstitch.com.

When will my order arrive?
Production times are listed on most all products; however, delivery can be dependent on transit time once the item leaves the factory. Other things that need to be considered is the time between when your order was placed to your digital proof approval for production and what shipping method you chose. At any point that we see a product supply issue, we will notify you immediately.

Do you offer Rush Services?
Yes, we offer rush services on most products. If you are in need of a rush order, reach out to us with your details so we can check with our suppliers to ensure your order can and will arrive on time.

I only received part of my order or my order is missing items, what should I do?
We can help track your order to determine if there is a delay or an oversight. Depending on the size of your order, it’s possible it may have been packaged in separate boxes to ensure it was delivered safely and without causing damage. Please note, have your order information available when you reach out.

 

Art & Design

Customization and Printing.
There are many different ways to customize a promotional product with your name, logo or art. These methods can include but are not limited to, Screen printing, laser engraving, heat stamping and more. Each product will have the standard imprint/decoration method listed.

What if I don't have a design or art to upload, do you offer design services?
Reach out to us and let us see how we can best help you. We do offer design services but it requires us to get to know you, your vision and what your style is. If you don’t have a file with your current artwork available, you have your artwork available but want to change it or need to start from scratch; we’re here to help.

What should I know about type sets and fonts?
If you upload a Vector file (.ai, .cdr, .eps) of your artwork with embedded fonts, be sure that all fonts are converted to curves or outlines to avoid font substitutions. If sending a Raster file (.jpg, .png, .bmp, .tif or a Photoshop generated .eps) of your artwork and it has embedded fonts, please specify the font used so we can recreate the text accurately. If you are unsure of the font name, specify that in the comments so that we may try to match your design.

What should I know about Unique Fonts or a Font Only design?
If you are submitting a “Text Only” design, we have a large inventory of fonts to choose from. If you have a particular font style in mind, we may ask that you send a copy of the font file with your contact information to art@carolinarintandstitch.com Because you do not have a graphic design there is no need to use the Art Upload form.

How do I upload my Artwork?
At the top and bottom of our website you will see Art Upload. We have put easy to follow instructions at the top of the upload page but if you still need help don’t hesitate to reach out.

Do you keep my artwork on file?
Yes. However, with every order you place we still need to verify your artwork and/or design before we begin processing an order. Verification can be done through a phone call or email.

Can I specify a color I need printed and what is PMS color?

a. Yes, for the most part you can choose the imprint color you prefer on the product. There are exceptions however on some products due to the decoration/imprint method. You will see a dropdown menu on each product and tabs that you can choose for more information (see ex.a below).

a

 

Exceptions: Here are a few exceptions that allow for a wider variety of color and specific color choices for your product(s). Our list will not cover everything so please reach out with questions.

  • Vinyl that is used for apparel. (ie: sports uniforms, T-shirts, logos, fitness apparel, etc.)
  • Embroidery has thousands of color choice which allow for a wide range of special colors.
  • Vinyl for signs, stickers, decals and other printable graphics
  • Office supplies such as paper products. (ie: envelopes, stationary, notepads, letterhead, etc.)
  • Direct to Garment Printing (DTG) though similar to screen-printing, DTG can do so much more.

b. PMS (Pantone Matching System) helps when matching colors within a design and artwork. In some cases, there may be an additional charge for this service in order to buy the correct ink(s) to make an exact match. If this is the case, our representative will be able to inform you ahead of time.

What is a Virtual proof?
Also known as a mock-up, is a digital representation of your artwork on the product(s) you’ve purchased and is the closest approximation to how the final product will appear. If there are changes that you would like to make after viewing your proof, this is the perfect time to let us adjust your design to get it exactly how you want it. By seeing your artwork on the product(s), it ensures your complete satisfaction. Here is an example of what a proof will look like.

Is there a charge to change my design from a previous order?
This is decided on case-by-case basis. It’s best to send us an email with the changes you desire or new artwork and we can give you a quote. A few examples we can offer you are:

  • If you need a complete design change and you are using our design services there will be a charge.
  • If you are changing colors, this would be a case by case because it will depend on the complexity the design. If your design is simply a Font and you would like a color change, this most likely will not be a charge.
  • If your design is font only and no artwork, in most cases there will not be a charge as long as we have the new font on file and the design is not complex.

 

Shipping

Do you ship internationally?
We do not ship outside of the U.S.A.

Where do you ship from?
We ship from different manufacturers within the United States, including our main office in North Carolina.
If your order contains multiple items, these items may arrive in separate shipments. Please note: we are unable to ship to PO or APO boxes at this time.

If I place my order today, when will I receive it?
If you choose your product details and click on ‘Request Quote’ or ‘Add to Cart’ you will be redirected to a second page. You will see a section where a calendar will become available, ‘Date Needed in Hand.’ Once you fill in the requested information you will receive an estimated date. The best way to ensure an exact date is to wait until our representative verifies all of your information, verifies product supplies and is able to give you a quote. If you find that you need your product(s) delivered sooner than the date(s) provided, our representative will work hard on your behalf to make that happen.

How will you ship my products?
All orders are shipped through one of our insured standard delivery methods unless otherwise specified. We make every effort possible to ship your order as economically as possible while also meeting your due date. We also do not charge inflated handling fees. If an order is of excessive size or weight, it may be shipped through a common freight carrier; we will notify you if this is necessary.

Can I split my order and ship to multiple locations?
Yes, but it’s important for you to let your customer representative know. Once you receive your order confirmation a representative will reach out to verify your order. Let the representative know that you want to ship to multiple locations. Freight and/or shipping fees will be charged accordingly, your representative will take this into consideration when finalizing your quote.

 

Payment Options and Charges

When will my credit card be charged?
The funds for your order will be authorized on your credit card. By authorizing the funds, the total amount for your purchase will be held during production. Carolina Print and Stitch does not collect those funds until your items are shipped.

I would rather not pay using a credit card, do you offer other options?
We can work with you on alternative payments. If you prefer to pay with a check, funds must clear the bank prior to your order being put into production. Reach out to us with questions, we’re happy to help. 

How do I pay with a check?
Choose your products with the necessary and detailed information requested for each product. Place your products in the cart and print out your complete order, make sure it includes the total. Rather than proceeding to the payment options, simply mail the printed order form along with a check payable to

Carolina Print and Stitch, LLC
614 Brawley Rd.
Cleveland, NC 27103

* Funds must clear the bank prior to your order being put into production.

Refunds towards original payment method.
If you are due a refund, we can only process that refund towards the original form of payment used towards the purchase. This is not our policy but the policy of the credit card networks. This policy also applied to all debit transactions as well. For any reason a refund is blocked by the receiving bank or card company, an attempt to refund toward that card must be done. If for any reason it fails due to a new card or new number, most credit cards keep track of old and new numbers so the account itself is not closed and a refund can be issued toward the new number. We will make every effort to work with you and the credit companies to resolve your refund as quickly as possible.

 

Do you offer Coupon Codes?
Carolina Print and Stitch offers coupons as an additional bonus to our loyal customers. For customers who register to receive our emails will receive discount and coupon codes for future purchases. We also advertise on our social media channels and can be redeemed for our followers. There is an area in Check Out where a coupon code can be redeemed.

To redeem a coupon code, it must be added at checkout. Only one Coupon code can be used at one time towards a purchase. If a coupon code requires a certain dollar amount to be purchased, the discount will be applied when the pretax amount is met. Coupons can be used on regular and sale priced items unless stated otherwise. Coupons cannot be combined with any other offers or used on Flash Deals or 10 for 10 Items.

Do you accept competitor's coupons?
All coupon codes and discounts must come from Carolina Print and Stitch, we do not honor competitor coupons from a third party.

Do you offer product samples?
We are always happy to send you product samples, though not all products are eligible. Samples that are eligible are only available to registered customers.

Sample Policy:
A Standard sample order under $10 with up to three items is free if you have a shipping account with UPS or FedEx, which we will use to cover the shipping charges. Customers without shipping accounts will always pay for standard samples and shipping costs. Customers are limited to a total of 3 sample orders total. Two orders will be honored and the third order must be paid.

I need a product sample quicker than ground shipping; can I get it faster?
For a RUSH sample we can expedite the order by using your UPS or FedEx account number or if you do not have an account with either of those carriers, we can take a credit card payment over the phone to pay for expedited shipping with the fastest carrier.

Product Selection
Carolina Print and Stitch has anywhere from $15,000 to 20,000+ products at our finger tips at any given time so we  know it can feel overwhelming to sort through. We do have shopping guides available at the top of our website that breaks down products by category and brand. You can also click on Advanced Search to locate products. If you find yourself still feeling overwhelmed or can’t find exactly what you are looking for, reach out and let us help.

Do you carry name brand merchandise and products?
Do we ever! We have a drop-down menu at the top of our website that shows all of our brands. Click on a brand to shop them exclusively. If you don’t see your favorite brand, reach out to us because there are brands that we may not have listed as of yet.

 

The sample exclusion:

  • Standard samples feature a random brand or organization’s artwork (in some cases, no artwork), and they are always available online, via any product page. Standard samples are not customized any notes regarding imprint requests for samples will not be honored.
  • If your standard sample is unavailable, the closest alternative will be provided. This rule only applies to standard samples, not pre-production samples.
  • Apparel samples are never free and both the apparel item and shipping must be paid for with a credit card.
  • Pre-production samples feature your very own artwork, and they are available for a fee. For assistance with this and a fee quote, reach out to a representative.
  • Multiple sample requests may incur multiple shipping fees, so you may see multiple shipping transactions on your shipping account statement, as samples can ship from different locations throughout the USA.
  • Once you become a customer, you may experience an increasingly lenient sample policy as we continue to work together on future projects, but due to the occasional misuse of our sample policy, we reserve the right to refuse free samples to any party at our discretion.
  • Samples are final sale. No refunds or returns of any kind will be accepted for sample orders since samples will have a random brand or artwork. for question regarding samples, please send an email to accounting@carolinaprintandstitch.com

 

Can I get a digital preview of the promotional product with my artwork on it?
Yes, once you place your order you must approve a digital preview, (digital proof) of your product prior to processing and production.

What is a pre-production sample and is there a cost for the sample?
A pre-production sample is a real tangible sample of the item you are ordering with your requested customization. Pre-production samples are available on most productions. Fees do apply for a pre-production sample. Pre-production sample fees cover the cost of; product set-up, product cost and shipping. Reach out to us to discuss fees, transit times and more.

 

 

 

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