Can I place an order even if I am not a business?
Yes, as long as you order the minimum quantities required for each item.

Can I have a product sample before I place my order?
Yes.  Items that are under $25 may be purchased by you at the single piece price. You will also need to pay for shipping. This sample item is yours to keep. 

For items over $25 we will request that you sign an order acknowledgment for your sample.  Samples must be returned within 30 days or we will charge you for the item and you will not be able to return the sample. You are responsible for shipping of the sample from and to the factory. (Feel free to provide us with your corporate shipper number). Instructions for return are usually placed on your order acknowledgment. However, if it is misplaced, the procedure is to email customercare@saythankyougifts.com and request an RA number for the item you will be returning.  Food items are non-returnable.

What type of art is accepted and how do I get you the art?
All submitted artwork must be vector based and saved in one of the following preferred formats: Adobe Illustrator (Please save as an EPS File) Create outlines for all images Convert text to outlines Placed/Imported images must be sent as a separate file following the EPS/TIFF file requirements.

Build in Spot PMS Colors unless CMYK 4 color process is desired Corel Draw Convert text to curves EPS File 300 dpi @ actual size or larger for 4-color process printing 1200 dpi @ actual size or larger for screen print and laser art (spot color) Macromedia Freehand (Please save as an EPS File) Convert text to paths TIFF File 300 dpi @ actual size or larger for 4-color process printing 1200 dpi @ actual size or larger for screen print and laser art (spot color).

I don't have vectored art; Now what?
First, we suggest that unless you created your art in Microsoft Word, Print Shop or some other basic program, that you contact your business card/letterhead printer to see if they have a copy of a vectored format of your art. In most cases they will have it, and they may forward it to you via email.

If you created this art yourself, or you have a fax or jpeg of the art, we can send this art to our outside graphic department and within 48 hours turn your art into a vectored format. The charge for this is $35. Please let your customer service person know you wish to do this, and please add 2 business days to the production of your item.

Is Rush shipping available?
In most cases we can rush your order. Most orders take 7-10 business days to produce from signed acknowledgement and good art. If you know you have a shorter time frame, please let your customer service person know and we will make every effort to meet your time frame.

Please be advised that RUSH service usually is charged at a higher price. Be prepared to ship your items via Overnight or 2nd Day Air to meet your deadline. In most cases, a RUSH means no paper proof and your art must meet our guidelines when the order is placed. Failure to meet either of these and we will have to turn down your order.

What are overruns/underruns?
An overrun/underrun can occur in production on most all imprint items. Occasionally, it also happens with other items as well. It is part of the factory quality control process. The factory will produces at least 10% more product than that is ordered. As the item is produced it is checked for quality and those that do not make the grade are tossed. The rest are shipped to you. - Your are charged for any overruns, and we deduct for any underruns.  These charges will show up on your final invoice, with your shipping and handling charges.

I must have no less than a certain amount. Can this be guaranteed?
We can put the words "NO UNDERRUNS" on the purchase order to the factory. There may be a charge from the factory associated with this. Please ask your customer care representative when placing your order.

Why do you require an image or paper proof? 
In many cases, art is sent to our offices from your art department, or in a format that you cannot open easily from your desktop. We require a proof be approved by you to insure that the art that was given to us, is the actual art you expected to use on this project and that it has been placed properly on the item. The proof is also a chance to you to make any necessary changes that might arise prior to your order going in to full scale production.

How long will it take to produce my order? 
Most orders ship within 7-10 business days of good .eps vectored art being provided to us, and your signature on the order acknowledgment that is faxed or emailed to you when you place an order. The production time does NOT include time in transit via a national carrier like UPS or FEDEX.

Can my order be shipped to multiple locations?
In most cases the answer is yes.  Each individual factory has their own sets of rules for drop shipping to separate destinations and their own associated fees.  Please ask your customer care representative about drop ship templates when shipping to more than 10 different locations.  Templates must be filled out exactly as shown in order to take advantage of the lowest price in drop ship fees.  Drop ship fees do not include shipper boxes, ice (in warm weather) or shipping costs.  These associated costs are additional.  We will present you with an order acknowledgment prior to processing your order so there will not be any big surprises.  Shipping charges can be estimated, but you will be charged for the final shipping 7-10 business days after your order ships.  Feel free to use your own shipper number if you choose. 

NOTE: If products are being gift-wrapped, we must first have these sent to our location.  As such, we will have to use our own shipper account to ship these out once they are gift-wrapped.  You will not be able to use your shipping number in this case.

Is shipping included in the cost of the products?
No.  Shipping is at an additional charge. You will usually see this as a second charge on your credit card statement approximately 10 business days after your order ships. You can feel free to provide us with your own shipper number if you wish.  However, you may still incur handling charges.  One exception is Select-a-Gift, which is inclusive of all shipping charges.

NOTE: If products are being gift-wrapped, we must first have these sent to our location.  As such, we will have to use our own shipper account to ship these out once they are gift-wrapped.  You will not be able to use your shipping number in this case.

Has my order shipped?
Once your order has shipped you will receive tracking via email the next business day. Please make sure to check your Spam Box. After placing an order with Say Thank You please add customercare@saythankyougifts.com so you will be able to receive all correspondence from our customer care representatives.

How do I change quantities or cancel an item in my order?
Please email our customer care department immediately to change quantities of an item. If your order is not in production this may be possible. However, if you wish to cancel an order that is already in progress, you will need to follow up your phone call with a written email or fax to confirm cancellation. There is a $50 cancellation fee, and you will be charged for any part of the order production that could not be stopped prior to your notification.

How do I track my order?
You will receive an email from our Tracking Department with your tracking information the day AFTER your order ships.  You can use this tracking information to go on-line at the shippers website to view your packages progress.

My order never arrived.
Be sure that all of the items in your order have shipped already. If you received your package tracking numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered" please verify the name of the person who signed for your packages. In most cases, your order is sitting in your building with the person who signed for them and they have not been delivered to you yet. If your package says "delivered" and you are unable to identify the signer, email customercare@saythankyougifts.com to verify that the shipper delivered to the correct address.

An item is missing from my shipment.
Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered" please contact customer care for assistance.

Can my company have an open account with Say Thank You?
We accept PayPal, Visa, MasterCard, American Express, Discover and company check. All orders are prepaid. 

FOREIGN ORDERS:
At this time we cannot accept foreign orders.

Pricing
All product details and prices are subject to change without notice. Say Thank You is not responsible for errors in pricing, or price increases.

Returns