Q.1 What is the status of my order?
Ans. You can track the progress of your order online. Shortly after placing your order, we send an e-mail with a username and password to login online and track the progress of your order. Simply navigate to the top right hand corner of our website under “Sign In/Order Status or Login Here.
Q.2 How do I submit my art work?
Ans. You can upload your artwork and/or imprint instructions during the “Step 2 – Verify” stage of the ordering process online. Simply click on the “Enter/Upload” button and submit your art and instructions. Or you can E-mail your artwork and detailed imprint instructions to art@discountmugs.com and reference the order number (starts with DM) in the subject line of the E-mail. *Note: If we do not receive the artwork and/or imprint instructions in a timely manner your order can be subject to delays. We recommend submitting High Resolution art files to meet production timelines. If you do not have High Resolution artwork, send us what you have and we will clean up and retouch your art. Retouching artwork can delay the order.
Q.3 Accepted Art Formats
Ans. 
- Black & White camera ready artwork.
- Four-color process and continuous-tone images with 300 dpi at actual size.
- All fonts (printer and screen) must be included with art file or all text should be converted to outlines or curves.
- Software Application Files saved in any of the following applications are acceptable: (pc compatible format) * Photoshop version CS and below * Freehand version MX and below * Illustrator version CS and below *Vector art (eps, ai, fh, 10, ps) *Rasterized images, .tif, jpeg 300 dpi,
Q.4 Important Logo/Design Information
Ans.
- University logos can only be submitted if a sales agent collects a license logo release form from the university to avoid any future royalty fees.
- We do not accept orders with multiple advertised logos; in some cases we can allow 2 very simple logos on 1 side if the imprint area allows it.
- We do not accept orders with a very large number of text, wrapping around the items covering most of the item, as these are problematic for production.
- We do not accept orders that require printing a bar scan or any type of scan logo (including QR codes) as this is problematic and could risk the logo not scanning properly.
Q.5 What is Normal/Standard Production Time?
Ans. The “estimated” normal production time is 6-10 business days after receipt of order. This timeline is also dependent upon the size of the order and/or the complexity of the artwork or process employed. If you have a specific “in-hands” date, please be sure that there is adequate time before placing an order with a “normal production” timeline. Delivery dates are only “estimated” and not “guaranteed” for orders with normal production timelines. If you pay for “expedited” shipping method for a “normal production” order, only the method of shipping will be guaranteed, however the production timeline is still only “estimated.” Therefore, the order may still not reach you in the timeline required.
Q.6 Rush Production Time
Ans. We offer a 24 Hour Rush (production time only) service as well as a 3-Day Rush (production time only) service. Production time does not include any shipping time; therefore shipping time must also be added to production time in order to get an accurate delivery time frame. Production time is guaranteed on rush orders; however the delivery dates are only “estimated,” unless you opt for expedited shipping. When a rush order is placed with a “ground” shipping method, the delivery date will only be “estimated” and not guaranteed, as shipping companies do not offer guarantees for ground shipping. However, if you opt for “expedited” shipping, the delivery date will be guaranteed, so the order will reach you in the timeline required. Rush orders should only be placed as a last resort. Custom printing entails intricate and detailed work, both on the part of the artist as well as the printer, therefore we recommend rush orders only as a last resort. Camera ready artwork is required for all rush orders, so as to minimize the risk of errors.
Q.7 What is your Guarantee Policy?
- If we fail to meet a promised delivery date on a 24hr rush order with expedited shipping, and you will still accept the order, then credit will be promptly issued for the difference between the 24hr (per piece) price and the 3-day rush (per piece) price.
- If we fail to meet a promised delivery date on a 3-day rush order with expedited shipping, but the client will still accept the order, then credit will be promptly issued for the difference between the 3-day rush (per piece) price and the normal production (per piece) price.
- Normal production orders with estimated delivery dates are not guaranteed.
- Once an order is submitted, any changes, delayed artwork submissions, or delayed proof approvals will void our guarantee policy.
Q.8 What carriers do you use and how will my order be delivered?
Ans. All package orders will be shipped via FedEx. All larger quantity orders over 150LBS. will be shipped via a LTL Freight Carrier for curbside delivery. Please call our sales line for more details at 1-800-569-1980.
Q.9 How do I place an order?
Ans.  Step 1 – Fill out the Price Estimator and add your item to the cart. Step 2 - Enter your art/imprint instructions. Step 3 - Enter billing and shipping information. If you have any questions or are unable to place your order online, call our knowledgeable Sales Team at 1-800-569-1980 to place your order.
Q.10 Can I use copyrighted material?
Ans. We do not take any responsibility to obtain permission for reproduction of logos, patents, trademarks and copyrights. By agreeing to print any submitted artwork, we will not be held liable under any circumstances. Copyrighted logos will only be accepted if the employee is currently employed with the company.
Q.11 Will my imprint look exactly like the proof preview?
Ans. Virtual Proofs are not exact. They are an approximation of what the actual item and artwork will look like after production. Actual imprint may vary in location & color.
Q.12 How do I re-order?
Ans. Simply call our Sales Team at 1-800-569-1980 and reference your previous order number. We will take care of the rest.
Q.13 What is your return policy?
Ans. The industry standard for customized products dictates a no return and a no refund policy. However, if an order is not well received – either due to a typo or other issues – we will reprint the order and ship it Ground Service. When an error has been confirmed, (upon following instructions under “Place a Ticket/Customer Service”) we will make every attempt to promptly reprint the order. We will process the reprint order exactly as you had originally requested minus any errors that we made. The product, the logo or artwork, or the imprint color cannot be changed when processing the reprint unless pre-approved by us.
Q.14 What is CMYK printing?
Ans. Four-color process printing involves separating the three subtractive primary colors of Cyan (C), Magenta (M), Yellow (Y), plus Black (K). Complex full color images are recreated using the CMYK printing method. Recommended for Multi-Color Art and Photographs.
Q.15 Over-Runs & Under-Runs
Ans. Discountmugs.com makes every attempt to deliver the exact quantity ordered. However, due to manufacturing issues, shipments may have an over-run or an under-run. “Direct Print” orders: 288 pieces or less are subject to a 10% over-run or under-run. Over 288 pieces are subject to a 5% over-run or under-run. All “Decal” orders are subject to a 10% over-run or under-run.
Q.16 Is Shipping Insurance Included in my Shipping Charge?
Ans. Although great precautions are taken during the packaging of each order, breakage does sometimes occur during the shipping process. This is why we include shipping insurance in our shipping charge. (Replacement orders will be processed within our normal timeline of 5-7 business days plus ground shipping time.) You may opt to pay for rush shipping; however this insurance will only cover normal ground shipping. If you receive an order that contains less than 10% breakage and/or damage, we will promptly credit your account for that portion. We will require adequate proof for any damage or breakage reported. Place a ticket with Customer Service here to report breakage.
- On a 144-piece order (or greater quantity) with more than 10% breakage, we will promptly replace the broken items.
- On a 144-piece order (or greater quantity) with less than 10% breakage, the cost of the broken items will promptly be refunded.
- Breakage on orders with less than 144 pieces will promptly be refunded, regardless of the quantity of breakage. We will be unable to replace these items.
Q.17 Do you Ship to Canada?
Ans. We only ship to the USA (including Puerto Rico), and Canada. Free shipping specials apply only to the Contiguous USA. Shipping fees will be charged on every order shipping to Alaska, Hawaii, Puerto Rico, and Canada. For orders shipping outside the USA - INCLUDING CANADA – local duties and/or taxes are included. Delivery dates outside of the USA are essentially “estimates,” and in no event will we be liable for any consequential damages arising from delays in delivery. If you require shipping to a different country, we can ship to a freight forwarder of your choice.
Q.18 General Shipping Information
Ans. Delivery time is based on the time it takes to produce the order PLUS the shipping time*. *Production time + Shipping time = Delivery time. All shipments leaving our factory are inspected and signed for by the carrier. Most orders are shipped via FedEx or motor freight, depending on the destination and weight of the shipment. All shipments, unless otherwise specified, will be sent freight prepaid. To ensure protection against breakage, we repackage FedEx shipments into larger cartons, and all motor freight shipments are palletized and shrink-wrapped. We do not deliver to APO addresses.
Q.19 Gift Boxes and Accessories
Ans. As an added convenience to our customers, we carry white cardboard gift boxes for most of the items that we stock. These boxes do not ship out with the order itself; they follow shortly thereafter. In the event the gift boxes are not received, a full refund for the gift boxes will be processed. However, failure to receive the gift boxes will not be grounds for canceling an entire order. The gift boxes do require assembly.
Q.20 Do you Color Match?
Ans. PMS/Pantone Color: A popular color matching system used by the printing industry to print spot colors. Most applications that support color printing allow you to specify colors by indicating the Pantone name or number. Ceramic & Glass Colors are stocked in a wide variety of colors. Exact PMS color matches are not available. We try to match your color selections as closely as possible using PMS numbers as a reference only. Due to the nature of ceramic and glass colors, an exact match cannot be guaranteed. Colors may vary due to firing conditions or the type of substrate. Ex: there are many types of glazes used on ceramic products. The type of glaze used may or may not have an effect on the final color of the product. The imprint color may change due to the product color. Printing white onto a red mug may cause the imprint to look whitish-pink, as red is the dominating color. Similarly, printing the color black onto a navy or dark green mug may result in a hard-to-see imprint, as dark on dark does not stand out. In order to promote the best visibility of a custom logo/text, we strongly recommend printing light colors onto a dark surface and dark colors onto a light surface.
Q.21 How should I select Imprint Colors?
Ans. Imprint colors must be carefully chosen. For Example: Printing the color black onto a navy or dark green mug may result in a hard-to-see imprint, as dark on dark does not stand out. In order to promote the best visibility of a custom logo/text, we strongly recommend printing light colors onto a dark surface and dark colors onto a light surface. However, you might have your own pre-conceived notions about what looks good and what does not, therefore, we will not judge your options nor will we be responsible for the choice of imprint color(s) selected.
Q.22 Can I change or cancel my order after I have placed it?
Ans. All changes must be made in writing within 24 hours upon receipt of the emailed confirmation. Once the order has left the sales department, we will be unable to change the order. We will not accept any order cancellation requests after the 24 hour period. There is a 5% cancellation fee if an order is cancelled. This rule applies to normal production orders only. There are NO cancellations for any rush contracts.
Q.23 Payment Methods
Ans. We are an online retail store, so our method of payment is Pre-Payment. Any order must be paid in full prior to processing. We accept all major credit cards: Visa, MC, Discover, and AMEX. Many government entities or organizations cannot pay with a credit card. Therefore, we also accept physical checks. Paying with a check will delay the order; production will not start until the check is received and cleared. The order number must be included in the notes or memo section of the check. Check payment for rush orders will not be accepted unless approved by us, as this will delay production time. We also accept wire transfers. Call our Sales Team for more details: 1-800-269-1980.
Q.24 Fraud Services & Error Codes:
Ans. 

Stricter payment security measures have been implemented to prevent fraudulent transactions. If the billing information does not match pay flow records, the payment will not be approved. The payment attempt will be saved in a security folder. There are two payment declined folders: “Review Folder” and “Reject Folder.”

Due to “finite” imprint areas, we reserve the right to resize a logo (imprint instructions) in order to fit it into the imprint area of the item ordered; regardless of what size the imprint instructions or logo is submitted. However, if the Customer requests a specific imprint size we will comply, providing it does not exceed the maximum imprint size of the item ordered. Ex: if the logo is 1” x 1” (the size of a quarter), and the client ordered a one color imprint on 11oz mugs, normally we would enlarge the logo to the maximum imprint size of that process on that mug. (In this case 2.75” x 2.75”) - However, if the client requests that we print the logo 3.5” x 3.5”, we will be unable to comply with the request, as that exceeds our maximum imprint size on that particular mug. Another example is if the client requests a 2” x 2” logo, and the imprint is rectangular in shape, we will not be able to print the logo as the client requested.

Q.25 Samples
Ans. From $5 - $10 (Depending on Product) | USBs, Briefcases, Laptop Bags - $15
• Samples are sent blank to review quality of product.
• Sample fee is essentially to cover shipping.
• Max. 10 samples per shipment.
• Samples ship within 24-72 hours from time of purchase.
• Half of the amount paid for samples will be credited towards the Customer’s next bulk order. Ex: Total $50.00 of samples: credit $25.00 toward next bulk order.
• USB Samples are NOT credited back towards new order.
• Samples CANNOT be returned for credit or refund.
Q.26 Pre-Production Sample
Ans. 

A Physical “IN HANDS” sample of a product with Customer’s own artwork. We charge $150.00 for 1 Pre-Production Sample. ($45.00 for pens or key chains) If the Customer places their bulk customized order with DiscountMugs.com and the Total Quantity is =500 units, we will credit half of the amount paid for the Pre-Pro Sample towards their new order. To process a Pre-Pro Sample, place an order for the Min. amount and edit the Invoice to show 1 unit @ $150.00 or 1 unit @ $45.00.

Re-order screen fee: If a client desires to order the exact same order previously placed (with the same product style and art including same imprint color(s)), a re-order screen fee of $15.00 will be assessed. This charge essentially covers labor costs associated with a re-setup. If a client desires to order a different product with the same art, a new screen must be created and a new setup of $50.00 will be assessed. If a client desires to reorder the same product but alter the design (changing a word or year for example) it will require a new screen and a $50.00 setup charge will be assessed. To process a re-order, simply click on the REORDER tab on the top right corner of the Admin Screen. To process a New Order, simply click on the NEW ORDER tab on the top right corner of the Admin Screen and the client’s billing and shipping info will be saved at checkout. *Note: When processing Re-orders and/or New Orders for existing clients, be sure to give the appropriate Sales Rep the Credit for the order.

Website

Our website contains thousands of pages and they are being updated constantly by our web team. We try to be as accurate as possible when publishing information. Glitches may happen from time to time and sometimes we cannot honor pricing discrepancies such as $0 or penny pricing.

Coupons

DiscountMugs.com reserves the right to alter or refuse coupon codes or special offers at any time, without notice to customer. DiscountMugs.com may offer special pricing and/or free shipping from time to time, however these discounts will not be honored on orders that have already been placed. Ex: Customer calls after placing his/her order to add a coupon code. *Note: If a client threatens to cancel his/her order upon refusal of coupon code, please follow these steps: 1) Offer extra pieces equal to the value of the coupon discount. If client refuses: 2) Offer a store credit equal to the value of the coupon discount. If client refuses again: 3) Honor the coupon code as a courtesy.

IMPORTANT: *Coupon Codes or any kind of discounts are not applicable towards Apparel, Hats, USBs, Koozies, and Stadium Cups. Coupon Codes are deducted from the merchandise total only.
Lowest Price 110% Guaranteed

DiscountMugs.com offers a 110% price guarantee on all of the products we supply. Striving to bring our customers the lowest possible prices, this means that we guarantee 100% that our prices are the lowest in the industry. The extra ten percent is the measure of just how much more affordable our products are in comparison to our competitors. If in any case a customer finds one of our exact products offered at a lower price by a competitor, DiscountMugs.com will not only match their price, but beat it by 10%. We require an official quote from the competitor showing the Grand Total including shipping. DiscountMugs.com reserves the right to alter guarantee in circumstances in which their management team will individually evaluate.
Due to fluctuating manufacturer costs, prices may change without notice. However, if a Customer has received an E-mail quote form a Sales Rep, the price will be reserved for 30 days even if the prices on the website increase.