Frequently Asked Questions
Overview of the Ordering Process
After you’ve placed your order, we will send you an e-mail confirmation with your order number. If you have artwork, you’d like us to use or work from to create new art, simply upload it when prompted during the order process or reply to the confirmation e-mail and attach your art. Once you’ve placed your order, you’ll receive an email from the Customer Service Specialists who will be serving you through your entire order. Our Custom Service Specialists will confirm every detail of your order, make suggestions, confirm dates and review your artwork to ensure every detail is correct to your satisfaction.
The next step is for us to prepare your ‘e-proof’ showing your artwork on a mockup of the item(s) you’ve requested. At that time, you’ll have the opportunity to approve it, ask questions or make changes. Please remember, if you make any changes during the proof stage, we will make sure another updated proof is generated to give you the opportunity to give final approval to move ahead. Once you’ve approved the art, your order will be moved to production.
As your order nears the end of production, your Customer Service Specialist will keep you posted on the estimated ship date as well as the estimated in hands date. We will track your order to ensure your in hands date will be met. And finally, your Custom Service Specialist will reach out to you after delivery to ensure your order arrived safely. Your 100% satisfaction is vitally important to us!
What kind of artwork can I send?
The best file types to ensure a sharp image are vector files saved in PDF or EPS. If you don’t have this art type, don’t worry. We will take care of you. Our professional art team will work with what you have to create exactly what you need. Just tell your Customer Service Specialist what you have and we’ll take care of the rest.
Do you hold on to my art file?
Yes! We do this to ensure reordering and using your art on other products is as simple and easy as possible!
Where do I send my artwork?
Simply upload it during the ordering process when prompted. You can also reply and attach it to your order confirmation e-mail, or you can e-mail it directly to your Customer Service Specialist.
Can I request a PMS color for my imprint?
Absolutely! But please remember, that in many instances there is an additional charge for this service in order to match your PMS color. There are also a few products where, due to the limitations of the imprinting process, exact PMS matching isn’t possible. Your Customer Service Specialist will help you with this. If you don’t require an exact match, but would like us to be ‘as close as possible’ – we’re glad to show you the ‘house colors’ from which you can choose. Just let us know which colors we should be working towards in the ‘additional comments’ section in the order process.
Shipping & Delivery
How soon will I get my order?
Production time varies by item and type of service. The average production time is 7-10 days; however, factors such as required rush service or complexity of artwork can cause the production time to vary. In each instance, production time is the number of business days it takes to complete the order after you’ve approved your artwork. The number of days for delivery depends on the shipping method you choose. Let your Customer Service Specialist know your desired in hands date and we’ll get right back with you concerning costs of the various shipping options.
Can I split my order and ship to multiple locations?
Absolutely! Just let your Customer Service Specialist know (you’ll get an e-mail from them after you place your order!) and they’ll be happy to serve you.
Can I ship internationally?
We do ship internationally, however each order is a little different. It’s best to work with our Customer Service Specialist to work through the details. (you’ll get an e-mail from them after you place your order!) and they’ll be happy to serve you.
Can I ship on my own shipping account?
Yes. Just let your Customer Service Specialist know (you’ll get an e-mail from them shortly after you place your order!) and they’ll be happy to serve you.
What type of payments do you accept?
We accept all major credit cards and for established customers you may also request an open account where direct deposit or checks are also accepted. Our terms are net 30 days. International customers please call for available payment options.
When do you require payment? Do you require pre-payment?
Depending on your account status, payment is either made via credit card at the time of purchase or via check. To pay at the time of purchase, let your Customer Service Specialists know and they will send you a secured link for either credit card or ACH. If you are on net 30-day terms you can pay via check or ACH once you’ve received the invoice. For very large orders overseas that will require ocean shipment, we request a pre-payment of 50%. Please speak to your Customer Service Specialist for details.
General Ordering Information
What if I receive less than I ordered?
We at JDM charge you only for what you receive. In the unlikely event we ship fewer than ordered, you’ll only be charged for what you received.
Can I change my order?
You are able to change your order at any time before your order goes into production. Once items have been imprinted with your logo, we can no longer accept changes or cancellation. If you need to change your order for any reason, prior to production, please contact your Customer Service Specialist (you’ll get an e-mail from them after you place your order!) and they’ll be happy to serve you.
What are set up charges?
Some of the items we offer have ‘set-up’ charges. These are charges to create the screen, die or other necessary items to imprint your specific logo. Keep in mind that if you ever place an exact reorder using the same art, setup charges are often waived or reduced depending on the item and length of time since the previous order.