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Frequently Asked Questions


  • What kind of art work do you need?

    Digital Files:
    • Adobe Illustrator files, also known as vector art with paths, in an .AI of .EPS file format with all fonts converted to outlines
    • .PDF file in vector format
    • .TIFF file in a resolution greater than 300dpi
    • We will do our best to assist all customers with files ending in .JPEG, .GIF, .BMP, but these tend to be low resolution files and may need touch up or additional art rendering.
    • We do not accept Pagemaker or CorelDraw
    • If you have any questions regarding your artwork file, please send the file to us at, and we will assist you.
  • What is the difference between vector and raster art?

    • Vector graphics use mathematical relationships between points and the paths connecting them to describe an image.
    • This allows for the vector image to be scales, enlarged, and utilized for printing at optimum levels of clean, crisp, and defined imaging.
    • The following file extensions are vector file formats: .ai, .cdr, .eps, .pdf, .ps, .wmf
    • However, sometimes designers with limited skill set will create a file in a software type that is not vector based and then will actually mask a raster file by giving it a vector file extension. These files will not print crisp.
    • Special Note: Every now and then, we see files that show a file extension of being a vector format but they actually when opened are not vector. This happens when there are multiple elements to artwork and some elements may be vector and some elements may be raster that are embedded in the artwork.
    • Raster images use a grid of individual pixels where each pixel can be a different color or shade to build the image.
    • This allows for the raster image to be built and designed in mediums other than for print. An example is web imaging, television imaging, and phone imaging.
    • The following file extensions are raster file formats: .jpg, .gif, .png, .tiff, .bmp
    • These types of images are the worst images for printing because if you try to enlarge the image or change the image, you then start to see the actual pixels and the image becomes blurry. However, they can be cleaned up to allow for printing.
    • Special Note: You cannot create a raster file and then save it to a vector format. Most computer software packages will do this false save type but the end result will not be a vector file.
  • What if I do not have art work in a vector format?

    • Please feel free to email your artwork to, and we will be happy to review your artwork. We will do our best to ensure you shine and your artwork will reproduce in a quality format.
    • Our art department is talented and can reproduce simple logos within an day. However, if your logo is more complex, more than three colors, there may be a small art charge for rendering. We will communicate directly with you upon artwork review.
  • What if I do not have art work at all?

    • Please feel free to email your artwork to, and we will be happy to work with you to create artwork. Depending on the type of artwork needed our fee will then be determined.
  • Once I place my order, where do I send my artwork?

    • Online ordering: If you have placed your order online, there will be a place for you to upload your artwork in the checkout process.
    • If you would like to email us your artwork after order placement, please send your artwork to:
    • If you would like to mail your artwork to us, please use our office address of: Innovative Marketing and Design; C/O Art Department; 3040 Highlands Parkway Suite F; Smyrna, Georgia 30082.
    • If you would like to send your artwork over to us via our FTP site, please email and we will send you a temporary login for your order.
  • What is a PMS number?

    • PMS stands for Pantone Matching System. This is the standardized color chart for all types of printed media and materials.
    • The standardized color of a single PMS number may appear different shades depending on the medium used for printing. However, this is the best way to get the most consistent color.
    • If you know your PMS colors for your logo or artwork, please provide those in your vector artwork file.
    • Computer monitors see and produce colors in a format named RGB. The color you see on your computer screen is not necessarily the shade or color that will print on your item. RGB colors can be bridged to a PMS color number but it is not exact.
  • Do you keep my artwork on file?

    • All artwork provided to Innovative Marketing and Design is archived for later use.

General Questions

  • Will you sell items blank and in singles?

    • Innovative Marketing and Design specializes in corporate merchandise and not retail. We wish we could accommodate every and all requests, but we are structured for the imprinted order market. We make every effort to keep our minimum order quantities as low as possible, but sometimes we just cannot accommodate orders less then minimum or blank.
    • If you have a unique request, please feel free to call Innovative Marketing and Design at 770.431.0557.
  • What is the minimum quantity that I can order of a particular item with my logo?

    • Minimum quantities by item are listed as the first quantity in the pricing columns. Never get discouraged, sometimes manufacturers will allow for a less then minimum quantity as low as half the listed quantity. This special low minimum usually requires a "less than minimum" charge and varies in amount with each item. If you have questions concerning an "less than minimum" order, please feel free to contact Innovative Marketing and Design at
  • Can I order a sample before I purchase an item?

    • We're happy to send you FREE samples (with random imprints) so you can see a product before your order.
    • Standard Policy: We do not charge for samples under $5.00 and we will process samples within 10 business days provided you give us your shipping account number at the time the sample is requested.
    • We do reserve the right to inquire into any sample request.
    • We also reserve the right to cancel any sample order we feel is abusive of our standard policy.
    • Please contact our Innovative Marketing and Design sales team with your sample requests at:


  • How can I place an order?

    • Please feel free to place your order on our website on any item page.
    • Please feel free to call our office at 770.431.0557 and speak directly to one of our item specialists who can assist you in placing an order.
  • What type of decorating methods can you produce?

    • Each item produced will have a specific set of imprint options. However, if you want an item imprinted with a method that is not listed on our website, please feel free to call our item specialists at 770.431.0557.
    • Pad Printing: Pad printing is a printing process that can transfer a 2-D image onto a 3-D object. This is accomplished using an indirect offset printing process that involves an image being transferred from the printing plate via a silicone pad onto a substrate (surface to be printed). Pad printing is used for printing on otherwise impossible products in many industries including medical, automotive, promotional, apparel, electronics, appliances, sports equipment and toys.
    • Screen Printing: Screen printing is a printing technique that uses a woven mesh to support an ink-blocking stencil. The attached stencil forms open areas of mesh that transfer ink or other printable materials which can be pressed through the mesh as a sharp-edged image onto a substrate. A roller or squeegee is moved across the screen stencil, forcing or pumping ink past the threads of the woven mesh in the open areas.
    • Embossing: Embossing is typically accomplished by applying heat and pressure with male and female dyes, usually made of copper or brass, that fit together and squeeze the fibers of the substrate. The combination of pressure and heat raises the level of the image higher than the substrate, while ironing it to make it smooth.
    • Debossing: Debossing is similar to embossing, but recesses the design rather than raising it.
    • Color Fill: 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 to fill in the color of the stamped area.
    • Epoxy Dome: Is the adhering of a pre-manufactured soft flexible poly material, pre-shaped, and pre-printed to an item or object. The process if somewhat similar to placing a puffy sticker onto an item but the advantage is that this is an eye-catching permanent process with a clear seal over the design.
    • Foil Stamping: Foil stamping, a commercial print process, is the application of pigment or metallic foil, often gold or silver, but can also be various patterns or what is known as pastel foil which is a flat opaque color or white special film-backed material, to paper where a heated die is stamped onto the foil, making it adhere to the surface leaving the design of the die on the paper.
    • Embroidery: The design option to weave yarn, thread, or stitching onto a fabric item product using computer controlled large scale multi head machines. Before an item can be sewn or embroidered, the logo or message must be digitized and mapped to the machine to supply the necessary information including thread colors and positioning to the machine for production.
    • Laser Engraving: Laser engraving is the practice of using lasers to engrave or mark an object.
    • Heat Transfer: A thermal printer (or direct thermal printer) produces a printed image by selectively heating coated thermochromic paper, or thermal paper as it is commonly known, when the paper passes over the thermal print head. The coating turns black in the areas where it is heated, producing an image. Two-color direct thermal printers can print both black and an additional color (often red) by applying heat at two different temperatures. With today’s current technology, a heat transfer item can be multi-color and visually impactful for any logo with multiple colors. The process is highly durable and fantastic for high use items.
    • Dye-Sublimation: A dye-sublimation printer (or dye-sub printer) is a computer printer which employs a printing process that uses heat to transfer dye onto a medium such as a plastic card, paper, or fabric. The sublimation name is applied because the dye transitions between the solid and gas states without going through a liquid stage. Many consumer and professional dye-sublimation printers are designed and used for producing photographic prints.
    • 4 Color Digital Processing: This print method is used in paper printing to produce colors using a Cyan, Magenta, Yellow, Black (CMYK) mixing method. In today’s current technological world, the printing process can be utilized in many printers and machines to print on many items and objects.
  • I see a set-up charge on the order process, what is this for?

    • Each printing method to decorate and item or object requires different tools. Tools are printing plates, printing films, laser tips, and different amounts of hand labor. Setup charges are billed independent of the item price.
    • Some items have a setup charge.
    • Some items do not have a setup charge.
    • Some items do not have a setup charge on a re-order.
    • Some items do have a setup charge on a re-order.
    • All setup charges are noted at the time of order.
  • If I re-order and item that does not have a re-order setup charge is that noted at the time I submit my order online?

    • We make every effort to check each item ordered but please at time of order send us a small note in the “notes” section stating: “Reorder”. We will then credit the setup or re-order charge.
  • How will I hear from you once I place my order?

    • 24 hours from order placement: You will receive an electronic order confirmation confirming your order. On each order confirmation there will be further instructions on artwork, and any particular information you may need to know regarding the item you have purchased.
    • 24 hours from artwork receipt: You will receive an electronic .pdf file proof for logo placement review.
    • You must approve your .pdf file proof before production will start. Your .pdf file proof can be email confirmed, faxed, or scanned for approval.
    • If we have any questions or need any other information from you to process your order, we will contact you immediately via email and phone. Our goal is to make your order perfect for you and to ensure you are completely satisfied.
    • Upon shipment, you will be emailed tracking numbers for delivery.
    • If is the customer’s responsibility to inform Innovative Marketing and Design within three business days of delivery of any defect or problem with any delivered order. While it is not our intention to have any order unsatisfactory, manufacturing is a subjective process and we want to ensure that if there is any issues or concern with any order, that it is resolved promptly and in a timely manner.
  • Do you charge sales tax?

    • Innovative Marketing and Design is a Georgia company. All orders delivered to locations in Georgia must pay applicable sales tax.
  • Do you have a product guarantee?

    • Our sincere pledge to you is this, “we do everything possible to prevent mistakes in the ordering process. It is our goal for 100% customer satisfaction.” Production will begin only when a signed and completed order confirmation and .pdf file proof is confirmed and received back in our office. We will ensure shipment of your order exactly as you have approved it. In the event your order is incorrect, we will work to resolve the order to your satisfaction by reprinting the order and expediting shipment to you.
    • We recommend with any order, and time permitting, over $3,000 dollars to order a pre-production proof. Additional charges will apply. Please call Innovative Marketing and Design at 770.431.0557 with any questions you may have.
  • How can I make payment for my order?

    • Major Credit Cards: Visa, Mastercard, American Express.
    • Check: All orders will go into production once your check clears our bank.
    • Corporate Purchasing Cards.
    • Invoice: If you would like to establish terms with Innovative Marketing and Design, please email and request a credit application. Completed credit applications process in four weeks. Therefore, if you need your items in a hurry, please consider paying for your items via credit card.
  • Do you have a cancelation policy?

    • Production will begin immediately on your order when a signed and completed order confirmation and .pdf file proof is confirmed and received back in our office. This document is a combined file usually 1 or 2 pages with the specifics of your order and the artwork rendering for print. At this time the order goes into production, there are no cancelations and your credit card it charged. If you are a customer on invoice status with Innovative Marketing and Design, you may not cancel past this point. You will be billed for the full amount of the product and required by law to pay for the order.
  • I received more or less than what I ordered? Why? And Will I be Billed or Credited?

    • Innovative Marketing and Design produce items in bulk, on large heavy equipment and we always try to run a few extra pieces in case there are quality issues at time of packaging. We want to make sure that you receive the best quality items at all times. Depending on the item that you order, there may be a variance in the quantity your order between 5% and 10%. We make every effort to meet your quantity exactly, but overruns/under runs are billable unless prior arrangements are made. This is a standard practice in our industry. Arrangements can be made prior to production to alter this policy and may require an additional charge. All overruns/under runs are billed/credited as a second transaction for your order.
  • What do I do if I have questions or need a status update on my order?

    • Please call Innovative Marketing and Design at 770.431.0557 or email our sales team at with any order questions.
  • What if I need my products delivered for a specific event date?

    • Innovative Marketing and Design will be sending you a .pdf file proof of your order for approval and confirmation. There is a box to check that asked the question, “Firm For Event: Yes or No?”. Please confirm the box and make note of any date that is urgent and pending for your shipment. However, unless we are notified otherwise, we assume that the standard production time is appropriate as noted on our website by item. Please note that we reserve the right to adjust delivery times based on customer need, production schedules, item availability, and weather once an order is placed and confirmed.

Rush Orders

  • Can you produce a rush order?

    • Check out our items listed under our Twilight 24 Rush Service as noted throughout our website. We are excited to be able to offer a wide array of items and objects that can be imprinted within 24 hours. Our rush service only applies to the actual production of the item once the signed and completed order confirmation and .pdf file proof is confirmed and received back in our office.
    • Please call Innovative Marketing and Design at 770.431.0557 with any questions regarding our rush service or if you are in need of anything special conditions.

Shipping Information

  • Can I ship my order on my UPS, FEDEX, or DHL account number as a third party?

    • Yes, please provide your shipper number at the time of order in the notes section provided and we will route your order for you.
  • How do my items ship to me?

    • Our preferred method for domestic shipment is UPS. We do ship FEDEX, DHL, and the USPS.
    • The shipping method is determined by the in-hands date you need your product on, your shipping destination, the production time frame, and additional cost considerations.
    • At time of order shipping is calculated. However, if your order changes direction, shipping method, or the order is appended for any reason, the shipping costs will be computed after shipment.
    • Shipping charges are charged at the prevailing freight rates effective at the time your order is placed.
    • If your shipping rate is not computed and shown on your order confirmation we will bill your shipping charges post shipment. The charges may appear as a separate charge on your credit card statement or billed invoice.
  • Do you ship internationally?

    • Yes. Our international shipments go via FEDEX or DHL. However, sometimes it is cost advantageous to ship USPS or UPS. We will provide you the best possible rate at time of shipment.
  • What if the shipping carrier (UPS, FEDEX, DHL, USPS) loses my order during shipment?

    • Our guarantee to you is that you are 100% satisfied with your order. We use shippers that provide great service and resolution for any shipment issue. Our policy on ownership of shipment is as follows: the product/order/goods/items become the ownership of the client/customer/ordering company at the time we deliver the shipment to the carrier. Responsibility passes to the client/customer/ordering company to track and inspect their shipment once the tracking credentials and numbers are provided.
    • All tracking and shipper numbers will be provided via email within 24 hours of shipment.

Privacy Statement

  • Please click here to view our privacy policy and statement.

    • Privacy Policy This Privacy Statement describes the ways in which we, Innovative Marketing & Design LLC, collect, hold and use information about individual persons who visit this website. BY USING THIS WEBSITE, YOU CONSENT TO THE COLLECTION AND USE OF INFORMATION AS SET FORTH IN THIS PRIVACY POLICY. YOU ALSO ACKNOWLEDGE THAT INNOVATIVE MARKETING & DESIGN LLC, MAY PERIODICALLY CHANGE, MODIFY, ADD OR REMOVE OR OTHERWISE UPDATE THIS PRIVACY POLICY AT ITS DISCRETION, WITHOUT PRIOR NOTIFICATION. However, we will always handle your Personal Information in accordance with the Privacy Policy that was in effect at the time of collection. It is our intention to post changes to our privacy policy on this page so that you are fully informed concerning the types of information we are gathering, how we use it, and under what circumstances it may be disclosed. Our Privacy Policy is located under the frequently asked questions section of our website. 1. Pledge on privacy The term "Personal Data" as used in this Privacy Policy refers to information such as your name, e-mail address, mailing address, or telephone number that can be used to identify you. Generally, we will only process your Personal Data as described in this Privacy Policy. However, we reserve the right, to conduct additional processing to the extent permitted or required by law, or in support of any legal or criminal investigation. The next sections explain how and when we collect Personal Data from you. 2. Intended use of Personal Data Most of our services do not require any form of registration, allowing you to visit our site without telling us who you are. However, some services may require you to provide us with Personal Data. In these situations, if you choose to withhold any Personal Data requested by us, it may not be possible for you to gain access to certain parts of the site and for us to respond to your query. We may collect and use Personal Data to provide you with products or services, to bill you for products and services you request, to market products and services which we think may be of interest to you, or to communicate with you for other purposes which are evident from the circumstances or about which we inform you when we collect Personal Data from you. 3. Non-disclosure of Personal Data We will not sell, share, or otherwise distribute your Personal Data to third parties except as provided in this Privacy Policy. We may disclose your Personal Data to other Innovative Marketing & Design affiliates worldwide that agree to treat it in accordance with this Privacy Policy. Personal Data may also be transferred to third parties who act for or on our behalf, for further processing in accordance with the purpose(s) for which the data were originally collected or may otherwise be lawfully processed, such as services delivery, or technical support. These third parties have contracted with us to only use Personal Data for the agreed upon purpose, and not to sell your Personal Information to third parties, and not to disclose it to third parties except as may be required by law, as permitted by us or as stated in this Privacy Policy. Personal Data collected from you may also be transferred to a third party in the event that the business of this site or a part of it and the customer data connected with it is sold, assigned or transferred, in which case we would require the buyer, assignee or transferee to treat Personal Data in accordance with this Privacy Policy. Also, Personal Data may be disclosed to a third party if we are required to do so because of an applicable law, court order or governmental regulation, or if such disclosure is otherwise necessary in support of any criminal or other legal investigation or proceeding here or abroad. 4. Right of access, correction and objection Whenever we process Personal Data, we take reasonable steps to ensure that your Personal Data is kept accurate and up-to date for the purposes for which it was collected. We will provide you with the ability to object to the processing of your Personal Data if such processing is not reasonably required for a legitimate business purpose as described in this policy or our compliance with law. In the case of electronic direct marketing, we will provide you with a method to opt out of receiving further marketing materials or with a method to opt in if required by law. If you wish to contact us regarding our use of your Personal Data or object to the processing of your Personal Data, please email us at If you contact us, please note the name of the website where you provided the information, as well as the specific information you would like us to correct, update or delete plus a proper identification of you. Requests to delete personal data will be subject to any applicable legal and ethical reporting or document filing or retention obligations imposed on us. 5. Security and confidentiality To ensure the security and confidentiality of Personal Data that we collect online, we use data networks protected, inter alia, by industry standard firewall and password protection. In the course of handling your Personal Data, we take measures reasonably designed to protect that information from loss, misuse, unauthorized access, disclosure, alteration or destruction. 6. Google Analytics We use Google Analytics to rationalize our portfolio of websites by (i) optimizing traffic to and between corporate websites, and (ii) integrating and optimizing web pages where appropriate.“Google Analytics” is a service offered by Google Inc. “Google” that generates detailed statistics about a website's traffic and traffic sources and measures conversions and sales. GoogleAnalytics uses “cookies” stored on your computer to help analyze how users use our website. The information generated by the cookies about your use of our website, including your IP address, will be anonymized by use of the appropriate settings (“_anonymizelp()” function or equivalent) and transmitted to Google servers in the United States. For more information on how IP anonymization works please see On behalf of us, Google will use the information generated by the cookies for the purpose of evaluating the use of our website, compiling reports on website activity providing us with these reports for analytical purposes. Google may transfer this information to third parties in case of a statutory obligation or if a third party processes data on behalf of Google. Under no circumstances, Google will combine or associate your IP address with other data stored at Google. You may prevent or stop the installation and storage of cookies by you browser settings by downloading and installing the free Opt-out Browser Add-on available at We inform you that in such case you will not beable to wholly use all functions of our website. By using our website you consent to the processing of any personal data Google will collect on you in the way and for the purpose as described above. 7. Personal information and children Most of the services available on this site are intended for persons 18 years of age and older. Any individual who requests information about a medicine indicated for use in children must be 18 or over. We will not knowingly collect, use or disclose Personal Data from a minor under the age of 18, without obtaining prior consent from a person with parental responsibility (e.g., a parent or guardian) through direct off-line contact. We will provide the parent with (i) notice of the specific types of personal data being collected from the minor, and (ii) the opportunity to object to any further collection, use, or storage of such information. We abide by laws designed to protect children. 8. Links to other sites This Privacy Policy applies only to this website, and not to websites owned by third parties. We may provide links to other websites which we believe may be of interest to our visitors. We aim to ensure that such websites are of the highest standard. However, due to the nature of the internet, we cannot guarantee the privacy standards of websites to which we link or be responsible for the contents of sites other than this one, and this Privacy Policy is not intended to be applicable to any linked, non-Innovative Marketing & Design site. 9. Contact us If you have any queries or complaints about our compliance with this Privacy Policy, or if you would like to make any recommendations or comments to improve the quality of our Privacy Policy, please email us at
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