Frequently Asked Questions
Here we try to address the most common questions from our customers. Of course, you can call us anytime at 866-772-9352 and we will be happy to talk things over and get you whatever information you may need. You can also shoot us an e-mail to [email protected] and we will get back to you just as quick as we can.
Artwork Questions
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What kind of artwork do you need?
The Best Choice - Digital Files:
Adobe Illustrator files (vector art with paths) in an AI or EPS format with all fonts converted to outlines. We will accept vector PDFs also.
An Option:
Adobe Photoshop file in .EPS or .TIF format at 300dpi resolution and at actual print size or larger than final imprint. Please send us font files used in your design as a .TIF or list the fonts for us if you do not have them.
High quality JPEG images (300dpi or better) can sometimes also work. At times, they are preferred.
Typically Not Good at All:
JPEG / GIF / Bitmap images that you have dragged off of a website or someone else has given you in a low-resolution format. We usually have to recreate these logos from scratch which may incur artwork charges.
If you are not sure if you have the correct artwork format just send it to us and we will let you know how things stand.
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What if I cannot get the artwork in the correct format?
Please send over what you have. On many occasions we have been able to help customers by doing simple fixes for them at no-charge. This is always our first goal. If your art is more complex and needs significant work, we can help you out at a cost that’s very, very low. We are here to help, so please send us what you have and we will take it from there.
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What if I don't have artwork?
That’s fine by us. We will have a clean slate and can help you come up with exactly what you want. We have in-house art services and have done 100’s of projects. Our rates are very low. We price on a job-by-job basis. That way, if it only takes us a few minutes you will not be billed hourly. We also have a network of freelance graphic designers who specialize in specific “niches”. Whatever it takes, we will help you get it done.
What is PMS Color Matching and why does my artwork spec have PMS numbers next to the color boxes?
PMS stands for Pantone Matching System®. It is the standard color matching system that allows our vendors to choose a consistent, across the board color without leaving it up subjectivity. Each color in the Pantone color chart corresponds to a particular number so that if you say your logo is deep orange, we can select the most accurate deep orange for you. PMS 804 perhaps. PLEASE UNDERSTAND THIS: the color that you see on your computer screen may not be accurately calibrated to the actual PMS color chart. This is because computer monitors display colors in RGB format, not PMS.
Our on-line PMS Guide is a great place to start though, you can view it here.
It is always a good idea to know and keep record of the PMS color(s) in your logo. This will help you as you print on different goods and want to keep your brand image consistent.
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What are our imprint options?
It depends on the product and your logo or imprint. Many products have a variety of options. Again, that is why we take our orders on a one-by-one custom basis.
Here are some of the more common imprint methods:
| Screen Print |
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Screen-printing involves pressing ink through a fine mesh screen and onto the surface of a product. |
| Deboss |
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Also referred to as blind deboss, this classic method leaves an impression--or rather, a depression-- of the logo onto a material's surface. |
| Emboss |
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Embossing is a technique which creates a pattern on the material that is raised or in relief |
| Dome |
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An Epoxy Dome is made of a clear soft flexible see through material which is "domed" over the top of the pressure sensitive decal material. |
| Embroidery |
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Stitching a design into fabric through the use of high-speed computer-controlled sewing machines |
| Foil Stamp |
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Foil stamping uses controlled heat, pressure, and precision timing to apply colored or metallic foil resins to decorate surfaces of varied shapes and materials. |
| Laser Engraving |
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This technique uses lasers to engrave or mark an object. It can be technical and complex, and often a computer system is used to drive the movements of the laser head. |
| Heat Transfer |
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Heat transfers are applied by heat transfer printing. This dry decorating method uses controlled heat, dwell and pressure to thermally bond the graphic onto the surface, achieving high quality and durability. |
| Pad Print |
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Pad printing utilizes a flexible silicone rubber transfer pad that picks up a film of ink from a photo-etched printing plate and transfers it to a three-dimensional part surface. |
| Color Stamp |
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Simple one-color designs are enhanced when a die is used to apply colored foil to a material's surface. |
| Color Fill |
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Color fill combines color stamping and debossing. A die is created to first color stamp the logo onto the surface, and then that same die is used to deboss the logo into the material. |
| Digitizing |
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Before a logo can be embroidered, it must first be digitized. It is a technical term used to describe the process involved in programming the embroidery machine to stitch the logo accurately. |
| 4 Color Process |
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A process where 4 different color values — cyan, magenta, yellow and black (CMYK) — come together to create a color image. These 4 colors can be combined to create thousands of colors. |
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What is the difference between vector and raster art?
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Bitmaps are composed of pixels.
Raster images are more commonly called bitmap images. A bitmap image uses a grid of individual pixels where each pixel can be a different color or shade.
The following file types are ALWAYS raster-based:
.jpg | .gif | .png | .tif | .bmp
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Vector graphics are composed of paths.
Vector graphics use mathematical relationships between points and the paths connecting them to describe an image.
The following file types are OFTEN vector-based:
.ai | .cdr | .eps | .pdf | .ps | .wmf
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Bitmap Image:
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Vector Graphic:
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The image to the left above is representative of a bitmap and the image to the right is representative of a vector graphic viewed in outline mode.
They are shown at four times actual size to exaggerate the fact that the edges of a bitmap become jagged as it is scaled up:
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Anti-Aliased Bitmap Image:
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Smooth Vector Image:
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The jagged appearance of bitmap images can be partially overcome with the use of "anti-aliasing". Anti-aliasing is the application of subtle transitions in the pixels along the edges of images to minimize the jagged effect (above left). A scalable vector image will always appear smooth (above right).
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Where should I send my artwork?
You can e-mail your artwork to: [email protected] and/or to our staff member you are working with. It’s never a bad idea to do both.
For larger files you can FTP directly to our server. Please call us at 866-772-9352 for login information.
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Do you keep my artwork on file?
We sure do. We can use it to go back to review or re-order prior jobs and to make changes if needed. In most instances there is no repeat set-up charge on re-orders and slight tweaks to your logo on file can be done for you at no-charge.
The Ordering Process
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How do I place an order?
The best way to place an order is to shoot us an e-mail, call the staff member you are working with or call us at 866-772-9352.
Every job we do is custom so we have found this method to work much better than generic on-line ordering. Specials come up every day and offers for free set-ups, no charge second color or second side imprints, etc. come across our desks nearly every hour. We want to make sure each of our clients is getting the absolute most for their money. A personal order-by-order custom process is by far the best way to go.
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Are there Set-up charges?
Sometimes yes, sometimes no. Often, when there are not, it’s because of our robust vendor relationships and because we straight-up know what we are doing. Many vendors offer the exact same product so by using Q Group/ClearMedia you can be assured that you will be getting the very best value possible. For example, if we know that Vendor A has your exact same product shown from Vendor B for less or that Vendor A has a more favorable shipping location (FOB) then we can and will save you money.
If there are Set-up fees we will be right up front with you about them and if there are any repeat order fees we will let you know.
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Do I have to pay sales tax?
Q Group, Inc. is Oregon based where there is no sales tax. Therefore, in most cases you will not be charged any sales tax. If you are located in California we are required to charge a sales use tax unless you can provide us with a valid resale license. We follow the law at all times and if you are not in California you will not be charged sales tax.
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What if I receive my order and I'm not happy? Is there a guarantee?
Yes, everything we do is backed by our 100% Satisfaction Guarantee. We will do everything humanly possible to ensure that your order is completed exactly as you expected. We will always do our best to make you happy!
Rush Orders
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What if I have a Rush Order?
We offer 24 Hour Rush Services at No-Charge on thousands of products. Because of our deep vendor relationships many of our vendors offer us production times that are not available to other distributors. Let us know your needs and we will do everything possible to “make-it happen” for you. In short, if you have a RUSH situation, we will RUSH for you.
Call us immediately toll free at 866-772-9352 and let’s get going!
Samples and Minimum Orders
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What is the minimum quantity that I can order of a particular item with my logo?
Once again it depends on the item. Many of our vendors offer a “less than minimum” option. In many cases they will waive that fee for us. If not, we will let you know the true vendor minimum and what the cost associated with that minimum are.
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Can I order a sample before I purchase a product?
Sure you can. In almost all cases we can get that done for you for free.
Over/Underruns
Shipping Information
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Can I ship on my own FedEx or UPS account number?
Yes.
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How do you ship my items?
UPS or FedEx ground are the most common methods. With large orders we often go with a freight forwarder so as to save you money. We offer “whatever it takes” shipping. We only use reputable shippers and always try to save you money. We can always provide a shipping quote – just ask!
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Can I do split shipments?
Yes.
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Can you ship internationally?
Yes.
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How can I find out the status of my order?
Just call us at 866-772-9352 or contact your staff member. You can also shoot an e-mail to [email protected].
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What if I need my products for a specific event date?
Let us know when you place your order. We will work with our vendors to speed up production to save you on expedited freight. We will meet your in hands date and we will do so in the most cost efficient manner possible.
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Who is iPROMOTEu and why are they emailing me?
We have partnered with one of the largest buying groups (iPROMOTEu) in North America to help provide you with the best product selection, pricing and vendor clout in the industry. iPROMOTEu also handles our invoicing and will provide you with an emailed Remittance upon your first order with us and will also email out invoices when the order has shipped.
Payment Information
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How do I pay for my order?
iPROMOTEu will email you an invoice and you can mail them a check or pay by debit or credit card either by mail, over the phone or online at our secure payment system http://payments.ipromoteu.com/qgroup. We accept most major credit cards, and in many cases can offer you terms that best meets your needs.