Frequently Asked

If you are new to Ad Quest Promotions, this page should answer most of your questions. If not, please contact us via email or our toll-free number.

 

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Frequently Asked Questions

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  1. Artwork ... ?
  2. Minimum Quantities ... ?
  3. Production & Delivery ... ?
  4. Payment & Charges ... ?
  5. Samples & Pre-production Proofs ... ?
  6. Clothing Sizes... ?
  7. Returns ... ?
  8. Specials... ?

Artwork ... ?

Artwork Policy

Ad Quest Promotions uses art, logos and other materials (Artwork) supplied by our customers to provide products and services. Ad Quest Promotions assumes no responsibility for determining the proper ownership or proper use of the Artwork. Any customer of Ad Quest Promotions represents and warrants to Ad Quest Promotions 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 intellectually property in the way it is to be printed on or otherwise applied to the promotional merchandise ordered by the customer. Ad Quest Promotions assumes no responsibility for determining who does or does not have such authority.


By submitting Artwork to Ad Quest Promotions for use on a product, customers shall defend and hold harmless Ad Quest Promotions for the use of any Artwork and for breach of this warranty. Customers shall also indemnify, hold harmless, defend and absolve Ad Quest Promotions, 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.


Ad Quest Promotions reserves the right to refuse to provide product or service when it is determined that the Artwork does not meet Ad Quest Promotions standards.

Art Requirements
If artwork does not meet industry standards, it may be rejected, cause project delays or incur additional fees. Ad Quest Promotions will not be responsible for any artwork that does not meet the production-ready standards specified below. 


Acceptable media
E-mail
CD-ROM or DVD


Acceptable file formats
Vector artwork with fonts converted to outlines.
.eps, .ai, or.pdf (must be press quality with fonts converted to outline and images embedded)
.jpg (originals only, must be at least 800 dpi, no editing, no cropping, max quality)


Software that can create acceptable file formats
Adobe Illustrator
CorelDraw

General Requirements

Include a hard copy printout of artwork for reference.
All artwork should include embedded fonts (all text be converted to outlines/paths/curves by the originating program). This eliminates font problems associated with the variety of fonts that have the same name. If this is not possible, include both screen and printer fonts along with your art files.
Art requiring clean up or redrawing and orders for which production ready art is not supplied will incur an art charge.  Art charges are billed at $27.00 per hour.

Can I use a specific font in my art?

Yes. Our art professionals have access to 1000s of fonts to provide you with the perfect font choice. If a specific font is used in your artwork, please e-mail the font file (in a true type font, for example, not just the name) to orders@adquestinc.com . If you are submitting an .EPS or .AI file, please make sure all fonts are outlined/converted to vector format in your artwork file.

Can I Use my own PMS Color?

Yes, we provide PMS color-matching unless otherwise stated. If PMS color-matching is not possible on an item, the closest available color will be selected. One of our graphic design experts can help you select imprint colors for the best presentation of your artwork. For embroidery, we will select the embroidery thread color which most closely matches a specified PMS color. Some additional charges may be incurred for a PMS match. Your Account Representative will advise of this upon order confirmation. Please call 1-866-247-3253 or email orders@adquestinc.com  for details.

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Minimum Quantities...

What are the standard minimum order quantities?

Embroidered apparel: pricing is based on item quantity and number of stitches in your graphic per location. You must use the same embroidery and thread colors on a single style/color to qualify for quantity pricing. Minimum order is 6 pieces.
Screenprinted apparel: pricing is based on item quantity and number of colors in your graphic per location. Minimum quantity for screenprint decoration is 12 per style/color. You must use the same design and print colors on a single style/color to qualify for quantity pricing.
Headwear: Minimum decorated order is 6 for embroidery.
Gift items: Minimum order quantities for gift items vary by product. Please refer to individual product detail pages.

 What if I receive more or less than I ordered?

We strive to ship you the exact quantity you ordered for every product. However, due to occasional variations in the personalization process, an overrun or underrun of an order quantity may occur. We reserve the right to ship and invoice the exact quantity shipped to you.

 Can I add, cancel or delete items on my order if I change my mind?

Since your order is processed as soon as it is placed, we are unable to allow for changes, corrections or cancellations. Please review your order carefully at the time that you sign your advertising contract.. Call us toll free at 1-866-247-3253or email us at  orders@adquestinc .com  with any questions,

Can I order in quantities smaller or larger than those shown?
Most minimum quantities shown in the catalog are the actual minimum that can be ordered. However, we may be able to assist you either by contacting the supplier to find out if they can make an exception or finding another supplier with a similar item. Please call 1-866-247-3253 or e-mail orders@adquestinc .com  for quotes.

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Production & Delivery ...

What are normal production and delivery times?

All delivery times are after art/logo approval. Normal delivery on all stock apparel items is 2-4 weeks after art approval. Delivery schedules are based on manufacturer's requirements, so please refer to individual product detail pages. All shipments are via UPS ground unless otherwise specified. However, you may choose another shipping option.


How can I get my order faster?

We have a wide selection of items that are available for quick turnaround. Also, you may choose faster shipping option, if needed. Call us toll free at 1-866-247-3253 or email us at orders@adquestinc .com and we will do everything possible to meet your deadlines. Rush charge and expedited air freight may be applied to your final cost if applicable.

Can I have my order shipped to multiple addresses?

Yes, let your account representative know when placing your order to specify multiple shipping addresses.

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Payment & Charges... ?

What charges/requirements are associated with my order?
We invoice only those charges that we are charged by our suppliers. All charges are clearly listed on your advertising contract BEFORE your order is placed.

What payment options are available?
In order to offer competitive prices and provide the high level of service that we do, we prefer that you pay with company or cashier’s check. If this is not possible, please contact us at 1-866-247-3253 to make special arrangements.

Why is sales tax added to my order?
All businesses in Wisconsin are charged appropriate sales tax.  If you are a tax exempt organization please provide us with your resale or non-profit certificate.  If your organization is outside of the state of Wisconsin, you may owe Use Tax to your respective state.

What is the art charge?
If your order requires custom art design work, you will be notified immediately.

Terms and Conditions of Sale

All orders are subject to written acceptance. Orders may not be canceled once production has begun. Orders canceled before actual production has begun require written notice. Orders that can be canceled are subject to charges for all costs of processing and make-ready preparation that may have occurred prior to receipt of cancelation notification. Please note: If you need to ship to an international location, please email us. For a detailed discussion of our terms of sale, click here.

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Samples & Pre-production Proofs ...

Can I get a sample of the product?

Yes, we can send you a sample of the actual item you are looking to purchase on our website. Most items are available with either random logos or blank.
Ad Quest Promotions will provide a limited number of samples, so long as the total is $5.00 or less. Clients are responsible for the cost of shipping the items to them. Samples that are over $5.00 each will be billed at 1st column pricing plus shipping. Clients may provide their own shipper number for samples.
For more information, to check for sample availability of your chosen product, or to order a sample, please call us toll free at 1-866-247-3253or email us at orders@adquestinc .com  and we'll review your specific sample needs.

Can I receive a pre-production sample for approval prior to my order being placed into production?

Yes. To receive a pre-production sample, you must place your order by phone or through your account representative. Request a sample at that time. Call us toll free at 1-866-247-3253 or email us at orders@adquestinc .com for additional charges. Delivery time on your order would begin based on when the pre-production sample is approved.

What if I'm not sure about the product color?

Product colors are reproduced as closely as possible throughout our website. However, actual colors of products or identification processes may vary. The colors are to be used only as a guide; please contact us at 1-866-247-3253 or email us at orders@adquestinc .com  if you have specific color requirements.

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Clothing Sizes ... ?

What sizes should I order?
We offer wearables from hundreds of suppliers.  Each manufacturer has slightly different standards for sizing.  In most cases we are able to provide you with details and how to determine the correct sizes needed. Many labels also order companion styles for men and women.  Just ask your account representative, call us at 1-866-247-3253, or email orders@adquestinc.com.

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Returns ... ?

What is your return policy?

Since all of our products are personalized, we are unable to accept returns. If you feel your order was produced incorrectly, please contact us at 1-866-247-3253 or email us at orders@adquestinc .com within 10 days of the invoice date. If it is determined there is a material or manufacturing defect with your order, we will make it right! We regret we cannot accept returns sent C.O.D. We cannot accept returns based on defects discovered after you have a third party apply additional decoration.
All claims for shortages, loss or non-delivery must be made within 10 days from the date of the invoice. 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.

 

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Specials ... ?

How can I receive information on special offers?

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