Sample orders, bulk orders, and relevant artwork can be sent to orders@lightsourcepromo.com. You will receive an automated email letting you know we received your order. For more info, you can check our How to Order page.
Frequently Asked Questions
- How do I place an order?
- What is the order process?
- Do I need to approve a proof for my order?
- Can I cancel my order?
- There is a problem with my order. What do I do?
- What kind of Artwork do you accept?
- How do I submit artwork with my order?
- Do you offer PMS matching?
- Do you offer art/creative services?
- Do you have artwork templates for your products?
- How do I order samples?
- Are samples free?
- Can I return my sample for a refund?
- How does the Custom Sourcing RFP Work?
- Can I use my shipping account number?
- Can you dropship to multiple locations?
- Can you ship internationally?
- Do you offer End Quantity Pricing (EQP)?
- What forms of payment do you accept?
- Do you offer payment terms?
Orders
- How do I place an order?
- What is the order process?
- Do I need to approve a proof for my order?
- Can I cancel my order?
- There is a problem with my order. What do I do?
How do I place an order?
What is the order process?
After we receive your order, we will review it to make sure we have all the details we need. If anything is missing or there are any discrepancies we will reach out to you directly to verify all of the order details.
Once we have everything we need, we will send you a virtual proof for your approval. After you approve, your order is produced and shipped.
Do I need to approve a proof for my order?
Yes, it is Lightsource policy to have you approve a proof before production begins. If you choose to waive the proof, your order moves directly into production and cannot be canceled.
Can I cancel my order?
As long as your order is not in bulk production, you can cancel your order. Please keep in mind that any services rendered, such as art proofs, will still be charged if the order is canceled. Once you give us your approval to start production, all sales are final and cannot be cancelled.
There is a problem with my order. What do I do?
If for any reason there is a problem with your order, please contact us at support@lightsourcepromo.com. We may ask you for some additional details about what went wrong.
Depending on the situation, we will either replace the product or refund/credit the product.
Artwork
- What kind of Artwork do you accept?
- How do I submit artwork with my order?
- Do you offer PMS matching?
- Do you offer art/creative services?
- Do you have artwork templates for your products?
What kind of Artwork do you accept?
Below are the guidelines for art. For more information, check out our Artwork Requirements.
- Vector Artwork – Accepted file types: .ai, .eps, .pdf
Vector art is the preferred format for printing. It will result in a high quality imprint regardless of the product size. When submitting vector art, be sure to outline all fonts or lines. Otherwise these may be lost during the printing process.
- Raster Images – Accepted file types: .tiff, .jpeg, .psd, .pdf.
All raster image files must be high resolution, which is at least 600 dots per inch (DPI) at 100% of final size. It is the Buyer’s responsibility to ensure artwork is the appropriate size and resolution.
- Fonts and Lines
Minimum font size is 10 pt at 100% of actual size. This is approximately 1/8 of an inch. Lines may not be smaller than 1 pt. When submitting vector art, be sure to outline all fonts and/or lines.
How do I submit artwork with my order?
Artwork can be sent along with your order to orders@lightsourcepromo.com. You do not need to send separately to any other email address.
Do you offer PMS matching?
Yes, unless otherwise stated, PMS matching is available at no additional charge for spot printing techniques such as screen printing or pad printing.
CMYK or digital printing will be printed to the best possible match.
Do you offer art/creative services?
We do! We have some incredibly talented designers available to help with any project. Creative services are charged at $50 (C) per hour, with a minimum charge of a quarter hour.
You can Request a Quote to get started with a creative services project.
Do you have artwork templates for your products?
Yes. Art templates are available upon request. Please reach out to us at support@lightsourpromo.com and let us know what product template you need.
Samples and Sales Tools
- How do I order samples?
- Are samples free?
- Can I return my sample for a refund?
- How does the Custom Sourcing RFP Work?
How do I order samples?
You can place a sample order at orders@lightsourcepromo.com. If samples are in stock, sample orders received before 1pm EST / 12pm CST typically ship out the same day. For more info, you can check out our Sample Policy
Are samples free?
In stock samples under $10 NET are free for qualifying customers. Samples over $10 will be charged at first column pricing.
Custom sourcing samples or pre-production samples will be charged according to costs.
For more information, please see our Sample Policy
Can I return my sample for a refund?
No. Samples are non-returnable and non-refundable.
How does the Custom Sourcing RFP Work?
Just fill out our Custom Sourcing RFP form. We can help you find almost anything you can think up, then help you sell it at a competitive price with a healthy margin. Seriously.
Once we have all the information, we can typically send you a proposal with recommendations in 2-3 business days. Even if we do not think we are the best company to help you, we will still send you recommendations.
Shipping and Delivery
- Can I use my shipping account number?
- Can you dropship to multiple locations?
- Can you ship internationally?
Can I use my shipping account number?
Yes, if you have a UPS or FedEx number, just provide it to us at the time when your order is placed. Make sure the account number is written on your order. It will help us make sure we ship under the correct account.
Can you dropship to multiple locations?
We can! Just fill out a LightSource Dropshipping Table with your addresses. For domestic US addresses: the first location is free, and each additional location is $5 NET* in handling fees. Shipping can be quoted upon request.
*For International Addresses - We can do this too! In fact, this is our area of expertise. Depending on the product, how many international addresses, and which countries you are shipping to, it may save you a lot of time and money to use our logistics services. Just keep in mind that some products do have international shipping restrictions and every country is a little different. To get an accurate cost, please Request a Quote.
Can you ship internationally?
Sure! This is our area of expertise. Depending on the product, how many international addresses, and which countries you are shipping to, it may save you a lot of time and money to use our logistics services. Just keep in mind that some products do have international shipping restrictions and every country is a little different. To get an accurate cost, please Request a Quote.
Pricing and Payment
- Do you offer End Quantity Pricing (EQP)?
- What forms of payment do you accept?
- Do you offer payment terms?
Do you offer End Quantity Pricing (EQP)?
Unfortunately for bulk orders we do not. Because most of our items come directly from the original manufacturer, the difference in shipping costs for a small order and a larger order are very different. We do offer End Quantity Pricing (EQP) for self promos as a way to help our clients.
We do have our LightSource Partner Program which offers additional discounts to repeat customers. You can ask about details at support@lightsourcepromo.com.
What forms of payment do you accept?
We can accept ACH, wire transfer, and major credit cards (Visa, Mastercard, American Express, and Discover). Our secure payment portal is PCI compliant so we never see any of your credit card information.
Do you offer payment terms?
We do. It is LightSource policy to require your first order to be 100% prepaid. After your first order is completed, you can fill out a LightSource Credit Application to apply for terms. Just ask whoever is helping you with your order or email us at support@lightsourcepromo.com and we will be happy to send you an application. For some large orders, we may require a deposit.
Please keep in mind that orders done on terms need to be paid by ACH or wire transfer. If you use a credit card, a 3% procecessing fee will be assessed. Payments not received by the due date will be assessed a 1.5% fee for each month that the payment is late.