FAQ

Some of the more common questions we've been asked by our clients include:

How do I know you received my order?

Within one business day of receiving your order, you will receive an electronic acknowledgement from us which provides all of your order details, the production time and payment terms. Thereafter, an IM Incentives representative is available via telephone or email to answer any additional questions or concerns.

What happens if there is a mistake with my order?

As a full service promotional products supplier, your satisfaction is our primary goal! In the unlikely event that we, or one of our vendors, makes an error in the order, we will do everything possible to resolve the problem as quickly as possible at our own expense.

What are typical lead times for shipment?

90% of our orders ship within seven to 10 days from the time the customer approves the proof. Each customer receives a shipping confirmation and tracking information to ensure the process is as seamless as possible. Of course, we proactively monitor every order through delivery and promptly follow-up to insure the item meets with your satisfaction.

Do you have USA manufacturing?

We work with quite a few USA manufacturing factories where we can produce Made in America products. The product categories vary from Bags, Totes, Custom Cases, Banners and POP’s along with quite a few other merchandise categories.

What international manufacturing relationships do you have?

Currently we work directly with factories in South East Asia. We are fortunate enough to have formed strong relationships with these manufacturers over the years and know them to aspire to the same level of quality our clients demand. In addition, we maintain strategic partnerships with representatives in Hong Kong who are responsible for overseeing quality production standards as well as insuring on-time delivery.

What type of file format is required for branding an item with a logo or image?

Camera ready art work, preferably as an EPS file, will insure the best image quality and your highest satisfaction. However, if you don't have an EPS file, we'll take whatever file format you do have [e.g. JPEG (.jpg), Bitmap (.bmp)] and make the necessary corrections to produce the best product possible.