Help & FAQs: Ordering




Orders are only accepted from qualified promotional products distributors. For tax reasons, third party billing is not permitted.

All emailed orders must be sent to the designated email addresses below in the form of a readable (non-raster) PDF attachment. Your complete purchase order number as generated on your PO form must be placed in the subject line of your order email. Your complete purchase order number and line number generated on your PO form must be placed in the subject line of your art email. Failure to include your PO number, complete order information, line-referenced art, or providing any formats other than readable pdf may result in processing delays.
Ordering options
Type of Order Online Order Email Order as PDF* Send Artwork Separately
Blank Log In [email protected] N/A
Sample Log In [email protected] N/A
Imprint with standard lead time Log In [email protected] [email protected]
Imprint with SureShip® (24 hr. turn) N/A [email protected] [email protected]
WorldSource N/A [email protected] [email protected]
For general customer inquiries or changes on existing orders, contact customer service at [email protected].
Decoration Method Price List
Order Minimums
All imprinted orders require minimum quantities as listed throughout the catalog. Less than minimum orders are accepted on most orders for an additional charge. Absolute minimum order quantity is 50% of minimum order quantity.
Inventory Promise
We are committed to ensuring inventory availability on every one of our products. So the item you want is available when you need it. In the unlikely event that we lack inventory to support your order, we will work with you to find a solution.
From the tried and true to the innovative and unique, we have products for every promotional application. And we promise that, when you need them, we’ll have them.
If a specific size is indicated on your purchase order, we will determine the most appropriate size for your imprint. If no imprint area is indicated, we reserve the right to decorate in the area most suitable for the artwork and method specified.
Artwork Requirements
Decorating Method Accepted Artwork Files Additional Information
PhotoGrafixx, Sublimation, Heat Transfer, Digital mouse pad heat transfer and offset printing Adobe Illustrator (AI) file, vector format with all text converted to outlines. Please save as .eps or native .ai file. All art supplied should be “to size” at 75 line/screen.
All other methods AI file, vector format with all text converted to outlines. Please save as .eps or .ai file. Unsupported Art File Formats: QuarkXPress, PageMaker®, InDesign, Freehand®, Microsoft® Office (Word, PowerPoint, and Excel) will also not be recognized through the art acceptance process.
Note: Artwork clean-up, touch-ups, typesetting or resizing is free, but is not available on SureShip® orders.
PMS Color Matching
Color matching is available at no cost. However PMS matching is not guaranteed on dark-colored items or stainless steel and is not available for any four-color process method.
Artwork on File
Artwork is kept on file for up to 18 months. Re-orders must contain the customer number, PO number, and/or PCNA order number plus a copy of the artwork to ensure the correct artwork is pulled. Artwork CANNOT be transferred from one distributor's file to another without written permission from the original distributor. Art files greater than 18 months must be resubmitted and are subject to a new set-up fee.
Artwork return requests
Artwork will be returned upon written request after completion of order and payment of invoice. Written requests may be made via mail, fax, or email. Requests on purchase orders will not be processed. Distributor is responsible for postage and/or freight changes.
After receiving your order, we will send you an Order Acknowledgement. Please read carefully and contact the factory immediately if corrections and/or changes are necessary. All changes must be confirmed in writing.
We must receive your proof approval and shipping information before production commences. Once approval is received, any changes to an order may incur additional costs and production time. The following proofs are available:
Type of Proofs
  • A virtual approval system that allows you to view proofs online at no charge.
  • You can approve, approve with changes, or reject your proofs.
  • Easily convert your proof to a custom PDF proof file that can be e-mailed to your end user.
Paper Proof (only if requested)
  • First paper proof is free. Additional paper proofs, available upon request at a cost.
Product Proof
  • Product proof requests add 3 days to standard lead time.
  • All item & shipping and handling costs apply.
  • A Product Proof will ship via overnight service.
  • Depending on order size and imprint type, we may require a product proof.
Ordering blanks on our website is easy! Pricing is on our website and is solely based on item quantity. EQP is not available for blank products. Blank orders received by 5 PM EST can ship next day if specified on the order.
California Proposition 65 & CPSIA Compliance
Polyconcept North America is committed to applying the highest standards of safety for its products. PCNA requires all products purchased to meet our design specifications. Those specifications are reviewed and revised as necessary. We take all necessary steps to ensure that our products meet applicable Federal regulations.
Authorization & Indemnification
By placing an order with PCNA, you represent and warrant that you have the authority to order, purchase and /or distribute merchandise containing the names, trademarks, logos, copyrights, etc. identified and/or submitted with your order. You also agree to indemnify, defend and hold harmless PCNA, its affiliates and representatives, from and against all claims, liabilities and expenses (including attorney fees), arising out of or related to an actual or alleged infringement or misappropriation of any trademark, copyright or any other proprietary right of such merchandise. This provision will remain in effect after delivery of your order.
ceramic products
Due to the nature of ceramic, tiny imperfections and slight variations in the material should not be perceived as defective. Measurements and ounces are approximate and may vary slightly. Registration of multiple color imprints may vary up to 1/16". These variations and tolerances are within industry standards and therefore must be considered acceptable.
Products in this catalog may be patented, have patents pending or be subject to various copyright and/or property rights of PCNA and/or its owners and principals. These products may not be reproduced in any way (in whole or in part) without express written permission from PCNA.
General Disclaimer
PCNA cannot be liable for delays in delivery or product availability due to customs, shipping or natural disasters. PCNA reserves the right to make slight spec changes to enhance product quality or performance. Decorating methods and location sizes are subject to change. Visit our website for complete information.
In the unlikely event that we lack inventory to support your order, we will work with you to find a solution.
All items are warranted against defects in material and workmanship for a period of one year from date of shipment. Some items carry a lifetime warranty, as specified in individual product descriptions. In the event of a breach of warranty, buyer’s sole and exclusive remedy is a return of the item for repair or replacement. Bullet disclaims all other warranties, express or implied, including without limitation the implied warranties of non-infringement, merchantability, or fitness for a particular purpose, and warranties arising from course of dealing or usage in trade.
Credit Card Surcharge
Beginning January 16, 2023, a credit card surcharge fee of 2.7% USD/2.4% CAD of the total payment amount will be assessed on all credit card payments.