Frequently Asked Questions

 

PRICING

Website Pricing:  While we make every effort to keep the website up to date, from time to time the price of a product may change and we reserve the right to make such adjustments without notice.  

 

Do you charge setup fees?:  Yes, we apply a standard $30 setup fee to most products.  Products that do not require a setup fee or items that require special setup fees (i.e. custom bobblehead mold) will require higher setup fees and if not identified on the product page, it will be presented in the Quotations / Order Confirmations. 

 

Am I able to get samples before I orders?:  Provided we have the samples at our sales office than we are glad to ship them out free of charge, however we do request customer cover the courier cost for shipping.  However products coming from factories or other locations throughout North American may not be possible or convenient to ship samples. We will need to review the request on an individual basis to see if we can accommodate.

 


QUOTES / ORDERING

Can I get a printed sample of what my product will look like before placing the order?:  This is usually not an option for most products.  Although the cost of most items is not expensive, the art prep, screen and production cost for 1-2 units is not cost effective.  If your concerned about how your art will appear on the product we may be able to provide virtual proofs to give you a good idea of what the final product could look like.  If you are concerned about the product quality we may be able to provide random imprinted samples for you to touch and feel.  If a pre-production sample is required than it is the customers responsibility for all associated costs including setups and delivery.

 

Do I have to order the quantities shown on the website?:   No, you are able to order any quantity as long as it is more than the minimum order quantity indicated. 

 

Can I order less than the quantity on the price grid?:  Minimum order quantities have been established to provide the lowest quantity range at a reasonable price.  Although we do not charge setup separately it is still a part of the pricing model.  These fixed costs will remain the same regardless of the quantity and result in higher unit prices as the quantity drops.  There are certain products available at less than minimum (LTM) with an additional service charge and are identified in the Options section of the product page with LTM..  

 

Am I able to change my order?:   Change are possible on select products provided the order is still in the art prep / order confirmation stage.  Changes requested after the screen(s) or mold(s) have been created may incur additional charges.  

 

How do I order and what happens then?:  You can order in several ways: Call your order in, email your details or complete the cart process on our website.  We review all information and advise if changes, options or upgrades are available, and send a detailed quotation including all costs.  Once you confirmed your order we prepare the art proof and send it to you along with the Order Confirmation for your final approval.

 


ARTWORK

Are you able to show me what my imprint might look like before I order?:  As a picture is often worth a thousand words we would be happy to offer a complimentary art proof to assist in your final buying decision.  Use the Art Upload form on the Artwork page to send us your files and we will create an art proof for you.  The more info you provide the closer we will get to your design concept.  Just note that this is a complimentary service offered to provide a visual concept of your potential artwork and therefore is limited to the initial proof until an order confirmation has occurred.  There is unlimited free revisions once an order has been placed.

 

My logo is in BMP/ GIF / JPG / PNG format, can you use it?:  Chances are we might but we would need to look at it first. Provided the file meets the specifications identified in our Artwork Guidelines we would redraw the file into a higher resolution then re-trace into vector.  If the file is unusable, or requires advanced redraw skills or extended graphic time, we will advise you of your options and if any additional charges are required.

 

Are you able to print a specific colour?:  Refer to the specific product imprint information to verify if PMS colours are offered, and if any additional charges are required.  This PMS Colours (Pantone Matching System) offers exact matches by providing the corresponding code for the colour you select.  You can see all available PMS codes by viewing the Pantone Colour Chart.  However some items only offer stock colours, and in this situation we will attempt to match your colour as close to the stock colour as we can.

 

Will I get to see what my artwork design will look like before I place my order?:  Yes, we will prepare an initial Art Proof showing how your design will look in line art and/or with a virtual sample.  You will be asked to approve the proof before it is put into production, or advise of what changes are required to fine tune the artwork.

 

What is production ready artwork?:   Basically, your artwork is ‘finished’ and submitted to us in vector format meeting all specifications outlined on our Artwork page and ready to go to production without any further assistance. 

 


DELIVERY & SHIPPING

Shipping Information:  All orders are shipped via standard FedEx or UPS Ground service unless otherwise specified.  We make every effort to ship your order by the most economical method to meet your required date.  NovaSport Promotional Products is not responsible for shipping delays or loss of goods caused by the carrier, customs, or any other outside influence.  All merchandise becomes the property of the purchaser at the time of shipping.

 

Where do the products ship from?:  Products are shipped from various shipping points across North America as we utilize an extensive network of preferred suppliers and manufacturers.  Your order may arrive in separate deliveries should your order include products from different facilities.

 

How much will shipping and handling cost?:   These charges will vary by product and quantity according to your destination, dimensional weight and shipping method.  Our Order Confirmation form will include all S&H charges for your review and approval.

 

Can I get a shipping estimate?:  Estimates are available for many products provided you included your shipping information.  You can also contact us with the details and we can calculate the S&H charges for you. 

 

When will my order get shipped?:   Most products ship between 2 - 4 weeks from final art approval.  Review the products production information estimated production time.

 

Is there Rush Service available?:  Yes, but not all items are available with rush service.  Call or email with the product(s) and quantity and we can verify if a rush service is available.  We will advise if there will be any additional service fees for the production or shipping prior to finalizing your order.  In all cases a $35 Rush Service fee is applied.

 

How long will it take for my order to reach me? :  The delivery times vary according to the originating point, destination and method used to ship your order.  The standard method used for shipping is either FedEx Ground or UPS Ground.

 

What payment options do I have?:  Visa, Master Card, American Express, PayPal, e-Transfer, Western Union and payment by Check for approved customers.

 

Do I have to pay GST/HST for my order?:   Yes, all provincial taxes are payable based on the shipping address.

 

 

 

 

 

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