Martin Service & Help
Frequently Asked Questions
- How do I upload a design and personalize a specific product?
- What if I don’t have a design? Can you create one for me?
- Can I request changes to a design once submitted?
- Can I get proofs of my design before ordering?
- Is there a minimum order quantity?
- Is there a setup fee for my design(s)?
- Is there a setup charge for using stock designs on apparel?
- When can I expect my order?
- Can you rush my order?
- Will backing be added to products I have embroidered?
- Can your Direct Garment machines print white ink?
- What is the maximum Direct Garment printing size?
- What is the quality of Direct Garment prints?
- Will Direct Garment ink withstand washing?
- Can you keep track of my employees garment sizes for future orders?
- What is your replacement policy?
Answers to those questions…
How do I upload a design and personalize a specific product?
Once you have selected a product, you will be given the option customize it. During the personalization process you will be asked to choose a file from your computer to upload to our server. We accept most file types, but prefer .BMP or .JPG. If your design contains fonts please specify the font-name in the special instructions field during checkout.
What if I don’t have a design? Can you create one for me?
Absolutely. You can pick from 13,000 stock designs or our graphic artist can work directly with you to create a custom design/logo at an affordable rate.
Can I request changes to a design once submitted?
Unfortunately not. All designs are printed exactly as they are submitted. Before uploading your design, be sure it’s exactly what you’ll expect to be printed. As much of our stock artwork is open-source (available at OpenClipArt), please feel free to use any of these graphics as a starting point. Of course you can always create your own custom artwork for upload as well.
Can I get proofs of my design before ordering?
Yes! For a one-time $10 fee we will be happy to provide a single-sided proof. Typical turn around time is 3-4 business days.
Is there a minimum order quantity?
No – that is one of the reasons we are in business. We know that there is a market for personal/small business who need our services. Not all businesses or home users want to purchase 24 hats AND pay a ridiculous setup fee. We know what it is like to need just a few items but having to either do without or paying for items we don’t need.
Is there a setup fee for my design(s)?
It depends. If you’ve previously placed an embroidery order with us, you would have been charged a one-time digitizing fee to convert your design to stitches. Repeat orders that utilize a previously digitized file will NOT be charged a new setup fee. During the customization process you will be given the opportunity to choose previously uploaded graphics (no setup fees will be applied) or upload new ones (setup fees will apply).
Is there a setup charge for using stock designs on apparel?
Never! With over 13,000 stock designs to choose from, you’ll be certain to find something you’ll love. Simply choose a product, a stock design, quantity, and we’ll take care of the rest!
When can I expect my order to arrive?
We begin work immediately upon order placement and aim to ship within the shortest possible time. Depending whether the product(s) you purchase are in stock or housed in our offsite warehouse, actual deliver time will vary. upon whether the apparel is special order or stocked in our warehouses. Orders are typically fulfilled and delivered in 7 to 10 business days from the time order placement. You can track the status of your order at any time through our website.
Can you rush my order?
Yes! There is an additional fee of 20% and you would be responsible for any upgrades in shipping. Please contact us directly for more information.
Will backing be added to products I have embroidered?
In most cases, yes. Depending on the product type you’ve selected (t-shirt, polo’s, and sweatshirts, for example) we will add backing if the garment requires additional support. Heavier garments like jackets and bags typically do not require additional backing.
Can your Direct Garment machines print white ink?
No. Our Direct Garment printers aren’t capable of printing white ink. Any white areas in your design will be omitted during the printing process and the garment color with show through. Because our machines don’t print white ink, it’s not advised to print on dark colored garments.
What is the maximum Direct Garment printing size?
Our Direct Garment machines can print up to 14″ × 16″ with placement anywhere on a garment.
What is the quality of Direct Garment prints?
Our machines produce graphics with 600 DPI compared to 72 DPI of our tradional screen printing machines. The quality of graphics provided will also weigh in the quality of the outcome. High resolution, uncompressed graphics with a high DPI will result in the best result possible.
Will Direct Garment ink withstand washing?
Absolutely! Direct Garment ink will stay adhered to garments through typical washing cycles.
Can you keep track of my employees garment sizes for future orders?
Absolutely! Rather than keeping inventory of your emplooyees garment sizes, we can manage them for you. When you’re ready to place a new order, simply choose your product, quantities, and we’ll do the rest!
What is your replacement policy?
If the product is defective upon receipt, contact us immediately and we’ll be happy to replace it at no additional cost. We will also be happy to replace any customized product free of charge if the application is not up to par. Unfortunately we cannot offer replacements if you are unhappy with a design you choose or uploaded. Be sure to check it twice before uploading and placing your order!