To place an order, email your sample request, bulk order details, and artwork to support@lightsourcepromo.com. Our team will review your submission and follow up with the next steps. For more details, visit 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 should I do?
- How do I submit artwork with my order?
- What kind of Artwork do you accept?
- 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 custom sourcing work?
- Can I use my shipping account number?
- Can you dropship to multiple locations?
- Can you ship internationally?
- 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 should I do?
How do I place an order?
What is the order process?
Once we receive your order, we’ll review the details to ensure everything is complete. If anything is missing or needs clarification, we’ll reach out to you directly.
After confirming all details, we’ll send you a virtual proof for approval. Once approved, your order moves into production and is then shipped.
Do I need to approve a proof for my order?
Yes, we require proof approval before production begins. If you choose to waive the proof, your order will go straight into production and cannot be canceled.
Can I cancel my order?
You can cancel your order as long as it hasn’t entered bulk production. Please note that any services rendered, such as sample and artwork fees, will still incur charges if the order is canceled. Once production has been approved and started, all sales are final and cannot be canceled.
There is a problem with my order. What should I do?
If you experience any issues with your order, please contact us at support@lightsourcepromo.com.
We may request additional details to better understand the issue.
Depending on the situation, we will either replace the product or provide a refund or credit.
Artwork
- How do I submit artwork with my order?
- What kind of Artwork do you accept?
- Do you offer PMS matching?
- Do you offer art/creative services?
- Do you have artwork templates for your products?
How do I submit artwork with my order?
Send your artwork along with your order to support@lightsourcepromo.com.
If your file is too large for email, let us know, and we’ll provide a secure file-sharing link.
What kind of Artwork do you accept?
We accept both vector and raster artwork. For full details, visit our Artwork Requirements page.
Vector Artwork – Preferred for printing.
- Accepted file types: .ai, .eps, .pdf
- Ensures a high-quality imprint at any size.
- All fonts and lines must be outlined to prevent loss during printing.
Raster Images – Must be high resolution.
- Accepted file types: .tiff, .jpeg, .psd, .pdf
- Minimum resolution: 300 DPI at 100% of final size.
- The buyer is responsible for ensuring the correct size and resolution.
Fonts & Lines
- Minimum font size: 8 pt (0.11 inches) at actual size.
- Minimum line thickness: 1 pt.
- All fonts and lines in vector art must be outlined.
Do you offer PMS matching?
Yes, PMS matching is available for spot printing techniques like screen printing or pad printing on most products free of charge.
For CMYK or digital printing, we’ll print to the best possible color match.
Do you offer art/creative services?
Yes, we have a talented team of designers ready to assist with any project. Creative services are billed at $50 per hour, with a minimum charge of 15 minutes.
To get started, reach out to us at support@lightsourcepromo.com.
Do you have artwork templates for your products?
Yes, artwork templates are available upon request. Simply email us at support@lightsourcepromo.com and let us know which 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 custom sourcing work?
How do I order samples?
You can place a sample order by emailing us at support@lightsourcepromo.com. For more info, see our Sample Policy
Are samples free?
We ask clients to pay for the cost of their own samples and shipping. To help with sample costs, Lightsource will credit sample costs for all qualifying orders.
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 custom sourcing work?
Share you custom product idea with us and we will send you a proposal within a few business days, depending on the complexity of the project.
For more info on how to get started, see our Custom Sourcing page.
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, you can use your UPS or FedEx account for most domestic orders. Just provide the account number when placing your order. Please note that by using your shipping account, you assume ownership of the product once it is handed over to the carrier.
For international shipping, Lightsource will handle the shipping carrier and any necessary paperwork.
Can you dropship to multiple locations?
Yes, we can! Simply send us a list of addresses in a table format. Contact us at support@lightsourcepromo.com to get a quote for your dropshipping project.
Can you ship internationally?
Absolutely! International shipping is one of our specialties. Depending on the product, the number of addresses, and the countries you're shipping to, using our logistics services may save you both time and money. Please note that some products have international shipping restrictions, and each country has its own specific requirements.
Pricing and Payment
- What forms of payment do you accept?
- Do you offer payment terms?
What forms of payment do you accept?
We accept a variety of payment methods. Our secure payment portal is PCI compliant so we never see any of your credit card information.
- Direct Deposit - ACH, Wire Transfer, E-Check
- Major Credit Cards - Visa, Mastercard, Amex, Discover
- Other major payment processors - Paypal, Apple Pay, Venmo,
Do you offer payment terms?
For new customers, we require your first order to be 100% prepaid.
For qualifying clients, we do offer payment terms. Please keep in mind that orders 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.