Freqeuntly Asked Questions / Staples Promo Products

FREQUENTLY ASKED QUESTIONS

We want to help you bring your brand to life as seamlessly as possible! Check out our FAQs below if you have any questions about your order.

If you can’t find the information you’re looking for, please contact us!

+ ORDERING PROCESS
How does the ordering process work?
Step 1: Shop our catalogue and pick your product! (Can't see what you're looking for? Don't hesitate to get in touch!).

Step 2: From the product page, hit the "Customize Product" button to be taken to our Design Centre, where you can pick your product colour and upload your logo or add text. Due to product guidelines, you will only be able to decorate within the decoration box, however you can play with size and placement within the box.

Step 3: Select the quantity you want to order. Every product has a minimum order quantity that must be met. For apparel, you can mix sizes of the same style to reach the minimum.

Step 4: You will see a final mock-up of your order at which point you can choose to place order or edit the design. Once you hit "Add to Cart" you'll be taken to your shopping basket and can move through the checkout process. You will be asked to log in or create a profile to ensure you can access all your order details in the future!

Step 5: We accept all major credit cards as payment. During the payment process you will be taken to a secure portal to enter your information.

Step 6: Once the order has been placed you will receive an order acknowledgement. This indicates that our team has received your order and is reviewing it. If the artwork file or design needs to be adjusted, we will be in touch to confirm the art direction with you. You will receive a final artwork proof of your product for review and approval before moving your order into production. Once your order moves into production your credit card will be charged.

Step 7: Your order makes it way to the production floor! Production times vary by product (and is indicated on the product detail page). Average production times are 5-10 business days. When ready, you will receive a shipping notification that your product is on its way!

How do I know if my order has been received?
When you submit your order online, an order acknowledgement screen will generate confirming your order number. Please print out this page for future reference. If you don't receive an order acknowledgement by email, please contact us at 1-800-450-6452, by email at SPPCASupport@Staples.com, or by chat.

Can I place re-order the same product from my previous order?
Yes! You can place a re-order. Simply log in to your account and visit your order history. All orders that have been processed will be available to re-order with a click of a button.

What if I need an item delivered for a certain date?
The average production time is 5-10 business days from the time of final artwork approval, but please note that production time can vary by product. If you need your order by a specific date, we recommend contacting our team before placing your order to confirm if we can meet your required in-hands date. Expedited shipping may be required, or we may recommend a comparable product that is available for rush deliveries. Our team will do their very best to get you what you need!

What if I need to change or cancel my order?
Due to the customized nature of the goods, we can change or modify your order only if the order has not yet moved into production. For this reason, please be sure to carefully check all your order details before placing your order. Our team will be in touch with a final artwork proof for approval before the order is placed into production. This is the last point in the process that any changes can be made.

If you wish to change or modify your order before it's sent to production, please contact our team at 1-800-450-6452 any time between 8:30am and 5:3 Monday to Friday EST, excluding public holidays. Please have your order acknowledgement number and date the order was placed ready to reference.

Can I order less than the minimum required quantity?
The minimums shown on the site for any given product are the minimums required by the vendor for the order to be produced. In some cases, a lower quantity can be produced but a below minimum order fee will apply. If you have specific needs our team can work with you to try to find a product or solution that will fit.

When will I receive my order?
Though each order is different, we aim for your delivery to be within 10 - 15 business days from receipt of final artwork approval.

You have a choice of shipping your ordered ground or expedited
  • Ground Service: 2 - 7 days
  • Expedited Service: 1 - 3 days
Please note: Currently we are not shipping outside of Canada. Please contact us at 1-800-450-6452 by email at SPPCASupport@Staples.com  if you need order for international shipment outside of Canada.

What happens if a product is backordered?
We make every effort to ensure the products on our site are in stock and ready for decoration. Occasionally, due to circumstances beyond our control, stock of a certain product may be depleted. When this occurs, we will contact you with a revised ship date. If this revision does not meet your needs, we will do our best to offer you a comparable product as an alternative to the one you ordered.

What is the set-up charge for?
Given the custom nature of each design, there are costs related to the custom set-up of decoration machines. Set-up charges also cover administration and project handling fees, and the vectorization or digitization of any artwork.

Am I limited to items shown in the catalogue?
Our product options are endless! The online offering is only a sampling of the products we can source and develop for you. If you don't find what you're searching for, please call us at 1-800-450-6452 or email us at SPPCASupport@Staples.com to begin the custom order process.

Can I get a sample of the product I am interested in?
Yes, we can send you a sample of the actual item you are looking to purchase from our website. Most items are available blank or with random or generic logos.

Sample costs are dependent on what is required. To check for sample availability of your chosen product, order a sample or obtain more information, please call us at 1-800-450-6452 or email us at SPPCASupport@Staples.com.

Can I get a pre-production sample of my order?
Yes. To receive a pre-production sample, you must place your order by phone and request a sample at that time. You can reach us at 1-800-450-6452. Please note that a pre-production sample will result in a longer overall production and delivery times and may have fees associated.

+ DECORATION AND ARTWORK
What file format is needed for my logo or artwork to be production-ready?
We accept the following file types via the website: .eps, .jpg, .png and .pdf. If you have another format please feel free to email us! You can check out our artwork guidelines for more guidance on the artwork process.

Are there restrictions as to number of colours I can use in my logo? What if I have a logo that has multiple colours to be imprinted on a product?
Each product varies in the type of decoration and numbers of colours it can accommodate. Apparel products can generally accommodate any number of colours in a logo, but "hard goods" (non-apparel pieces) typically take a one colour imprint, though some will take up to two. The product details for any hard goods will tell you how many colours the product allows.

If your artwork contains more colours than the product allows, our team will be in touch to discuss options. We will happily help you convert to a one colour logo, or work with you to identify products that can accommodate the logo you wish to use.

At any point please know you can get in touch and our team can answer any questions, or help you pick the ideal product!

Is it possible to have logos in multiple locations on the product?
Apparel: While some apparel pieces have multiple decoration areas to pick from, only one can be picked as the location for your logo on transactions via the website.

Hard Goods: Hard goods on our site allow for one location of decoration.

For either apparel or hard goods, if you have a specific vision in mind please reach out to our team and they can work with you to pick a product that allows for decoration in more than one area and provide you a quote accordingly.

My artwork file has a solid background, but I don't want the background to be used on the final product design. What do I do?
Don't worry - we've got you covered! Simply add a note in the "Design Notes" section of our Design Centre (where you upload your logo) and we will ensure the background is knocked out. Our team also reviews every order before it moves into production and will be in touch to confirm final artwork.

Will I see an artwork proof before my order goes into production?
Yes! It is important to us that we get your order just right. When we receive your order, our team looks at the artwork to see if we have what we need to get your order moving into production. If we have everything we need, they will work with our vendor for a final artwork proof which is sent to you for approval before we move into production. If our team needs further artwork details to be able to generate a proof, we will be in touch.

Can I use my own PMS colour in my artwork?
Yes! We can provide PMS colour-matching. Please provide your PMS colour in the Design Notes section in the Design Centre (where you upload your artwork and design your product). Please note that PMS colour-matching may result in additional charges. One of our representatives will advise you of these charges (if any) upon order confirmation. Please call 1-800-450-6452 or email SPPCASupport@Staples.com for details.

+ RETURN POLICY
What is the Exchange and Return Policy?
Due to the customized nature of the goods, all sales are final and thus cannot be exchanged or returned. Please be sure to review your order carefully. Our team will also reach out with a final artwork proof for your review and confirmation before moving into production.

If you feel your order was produced incorrectly, please contact us at 1-800-450-6452 or email us at SPPCASupport@Staples.com within 14 days of the receipt of your product. If a material or manufacturing defect is found in your order, we will issue a returned-goods authorization number and accept your return and repay your freight costs. We regret we cannot accept returns sent collect on delivery (C.O.D.) nor can we accept returns based on defects discovered after you have a third party handle the product.

All claims for shortages, loss or non-delivery must be made within 10 days of the expected delivery date. Claims for damages in transit must be made with the individual carrier when you receive the shipment, so please save all shipping cartons for inspection.

Due to shipping regulations, non-personalized products that cannot be returned include those defined as Dangerous Goods. Dangerous Goods are certain products that, when transported via aircraft, may pose a danger to people, animals, the environment or the freight carrier.

Promotional products that will not ship via air include (but are not limited to) the following:

  • Hand sanitizers (containing alcohol)
  • Items containing lithium-ion batteries (examples include portable chargers, wireless speakers, wireless headphones, etc.)
  • Magnets
If you order any of these products via our website, they will only ship via ground. If you have issues with an order of these items, please contact our team.

Please note: ALL returns require you to contact our team for a Return Authorization Number prior to returning any product.

+ SHIPPING
Can I split up my order to ship to multiple locations?
If you require your order to be split up and send to multiple destinations, please contact our team before placing your order by calling 1-800-450-6452 or by emailing SPPCASupport@Staples.com.

Can I ship internationally?
Currently we are only shipping items purchased via the website within Canada. However, if you'd like to ship an order in the US or Europe, our friends at Staples Promotional Products US and Market Creative Merchandise Europe will be able to help! You can also contact us to discuss options to ship internationally.

Where do I find my tracking number?
Once your order is on its way, we will email you a shipping confirmation along with tracking information.

Why are there multiple delivery dates? / Why am I receiving multiple shipments for one order?
If you ordered multiple products there is a chance they are coming from different vendors, and therefore will be coming from multiple warehouses and will arrive at different times. Direct shipping from vendor warehouses enables us to keep the overall cost of fulfilling your order down, and in turn helps to keep the cost of your order down.

+ PAYMENT
What payment methods are accepted?
We accept Visa, MasterCard and Amex.

When will my credit card be charged?
We will reach out to you with a final artwork proof for approval before we move into production. Once you confirm we are 'good to go!' and your order moves into production we will charge your card. You will then receive an order invoice/receipt.

What name will appear on credit card statements?
You will see "STAPLES PROMOTIONAL PR" on your credit card statement.

I have tax exempt status.
Please contact us before placing your order. We can be reached at 1800-450-6452 or SPPCASupport@Staples.com.

+ POLICIES AND DISCLAIMERS
Artwork Policy
Staples Promotional Products uses art, logos and other materials (Artwork) supplied by our customers to provide products and services. Staples Promotional Products assumes no responsibility for determining the proper ownership or proper use of the Artwork. Any customer of Staples Promotional Products represents and warrants to Staples Promotional Products that he or she has the unrestricted right to use, copy and distribute each copyright, trademark, service mark, trade name, logo, statement, graphic, Artwork, name, photograph, portrait, picture or illustration of any person or any other intellectual property in the way it is to be printed on or otherwise applied to the promotional merchandise ordered by the customer. Staples Promotional Products assumes no responsibility for determining who does or does not have such authority.

By submitting Artwork to Staples Promotional Products for use on a product, customers shall defend and hold harmless Staples Promotional Products for the use of any Artwork and for breach of this warranty. Customers shall also indemnify, hold harmless, defend and absolve Staples Promotional Products, its affiliates and licensors for and against all claims, liabilities and expenses arising out of or related to any actual or alleged infringement or misappropriation of any copyright, trademark, logo or other proprietary rights or merchandise. This directive will remain in effect after delivery of the product or service.

Staples Promotional Products reserves the right to refuse to provide product or service if it is determined that the Artwork does not meet Staples Promotional Products standards.

Colour Disclaimer
Due to many contributing factors, including variations in monitor settings, printer settings, scanner settings and colour balances, we cannot guarantee the colours on your screen are an exact match of the products you receive. If colour matching is critical, it is best to see a sample. If you would like to receive product samples, please call us at 1-800-450-6452 or email us at SPPCASupport@Staples.com.

Artwork, design or trademarks depicted on the site
  • The artwork, designs and trademarks shown on products on this site are examples of the type and quality of product identification available. They are not intended to represent endorsement by - or production for - the owners of the artwork, designs or trademarks.
  • The illustrations are not meant to be advertisements. Items pictured with identifications are not for sale to anyone other than the parties expressly authorized by the owners of the trademarks and logo designs.
All prices and product details are subject to change without notice.
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