Frequently Asked Questions (FAQ):

Once you place your order, you will receive an email confirmation with your order number. If you have already uploaded your art, you are good to go. If you would like us to mock up your artwork, simply reply to the email confirmation and let us know. Our Product Specialists will review your order in detail and follow up with a virtual proof showing your artwork on a mockup of the product(s) you have purchased. We will need to get your approval of the artwork before we start production. Nothing will go into production with your approval!

 Absolutely! You can email us your logo and we'll gladly create a virtual pre-production proof free of charge!

Once we receive your order as well as your artwork, and our art department has set up your proof, you will receive an e-mail containing your Virtual Artwork Proof. You must approve your order and artwork to begin production. If we have any questions or need any other information from you, we will contact you immediately. Our goal is 100% customer satisfaction. We will keep you informed of your order status throughout the ordering process.

Production time refers to the time it will take us to take your artwork and customize the product(s) for you. Weekends and holidays are not included in the calculation of the production time. Please note, that the production time starts when we receive your signed proof of the artwork. Unless otherwise stated, production time is 5-7 business days. Time required for shipping is not included in the production time.

Matrix has access to hundreds of thousands of products! Our site is merely a sample of what we have to offer. If you're looking for something specific, working on a large custom order or require overseas sourcing, or you just don't see quite what you're looking for, give us a call at 800.776.8337 or email us at help@matrixpromotional.com and we'll be glad to find the exact item you're looking for!

Some of the items we offer have set-up charges (screen charges, embroidery tape charges, etc.). It is important to note these are NOT art or imprinting charges. These are charges to create the screen, die or other necessary items to imprint your logo. Keep in mind that if you ever place an exact reorder for the same item you do not have to pay the set-up charge again!

Definitely, Matrix provides quantity-based discounts. And we are always available for recommendations that will help your organization save time and money.

If you are interested in a product and can't find it on our site, we will be happy to provide you with a custom quote. In over 30 years, we have seen it all! We welcome the challenge to find you the perfect oversee product, high quantity quote and more.

For logo imprint or engraving, the logo image or text must be provided as a vector file. A vector image retains its clarity when scaled up or down. For the vector files, the computer remembers the file using vector paths, thus avoiding pixelation of the image. Vector paths are saved as mathematical equations, allowing resizing of the image without any loss of clarity. For the majority of other file types (jpg, bmp, png, and etc.), the computer uses a grid of pixels or small squares that get fuzzy and distorted when enlarged. But don't worry! If you don't have vector art, just send us what you have. Our design team can work with what you have and create exactly what you need. We will do this FREE of charge.

Yes - we keep your art on file to make reordering and using your art on other products simple and easy. You can always access your artwork under My Account.

You can upload your art during the ordering process. Or simply attach it to the order confirmation email.

Yes, please! Most PMS (Pantone Matching System®) colors are readily available but there are some cases where a specialized ink is required for an exact match. And then there are also a few products where an exact PMS match is not possible (limitations of the imprinting process). But no worries - our Product Specialists will work with you and guide you through the process.

Imprint options are the various methods in which your product can be branded with your logo. Below is a list of our most common methods and what they mean.

Screen-print - Screen-printing involves pressing ink through a fine mesh screen and onto the surface of a product.

Deboss - Also referred to as blind deboss, this classic method leaves an impression - or rather, a depression - of the logo onto a material's surface.

Emboss - Embossing is a technique which creates a pattern on the material that is raised or in relief.

Dome - An Epoxy Dome is made of a clear soft flexible see-through material which is "domed" over the top of the pressure sensitive decal material.

Embroidery - Stitching a design into fabric through the use of high-speed computer-controlled sewing machines. Foil

Stamping - Foil stamping uses controlled heat, pressure, and precision timing to apply colored or metallic foil resins to decorate surfaces of varied shapes and materials.

Laser Engraving - This technique uses lasers to engrave or mark an object. It can be technical and complex, and often a computer system is used to drive the movements of the laser head.

Heat Transfer - Heat transfers are applied by heat transfer printing. This dry decorating method uses controlled heat, dwell, and pressure to thermally bond the graphic onto the surface, achieving high quality and durability.

Pad Print - Pad printing utilizes a flexible silicone rubber transfer pad that picks up a film of ink from a photo-etched printing plate and transfers it to a three-dimensional part surface.

Color Stamp - Simple one-color designs are enhanced when a die is used to apply colored foil to a material's surface.

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.

Digitizing - Before a logo can be embroidered, it must first be digitized. It is a technical term used to describe the process involved in programming the embroidery machine to stitch the logo accurately.

4 Color Process - A process where 4 different color values (cyan, magenta, yellow, and black) (CMYK) come together to create a color image. These 4 colors can be combined to create thousands of colors.

At Matrix, we accept the following credit cards: VISA, MasterCard, American Express and Discover. For your convenience we also accept Purchase Orders (see next question for details).

Yes - we do accept purchase orders for approved clients. Please email us directly help@matrixpromotional.com.

Production time refers to the time it will take us to take your artwork and customize the product(s) for you. Weekends and holidays are not included in the calculation of the production time. Please note, that the production time starts when we receive your signed proof of the artwork. Unless otherwise stated, production time is 5-7 business days. Time required for shipping is not included in the production time. If you have a specific event date, please let your Product Specialist know right away.

We would be happy to help! Just let your Product Specialist know when you approve the virtual proof.

Yes! Just let your Product Specialist and they will be happy to help.

Matrix Promotional Marketing takes your privacy and security on the web very seriously. We want you to be able to place your order with us free of any worry. You can view our full privacy policy here.

You can cancel your order any time before your order goes into production which is after you approve the proof. Once items have been imprinted with your logo, we can no longer accept a cancellation.

No! If you place an exact reorder (same art and item) you will not be charged a set-up charge again.

Yes! Unless it is an exact reorder, you always see an 'e-proof' of your item which must be approved by you before we proceed.

Matrix Promotional Marketing currently collects sales tax on orders shipped to California. If your organization is exempt in any of the states where we collect sales tax, please supply your Product Specialist with the appropriate tax exemption or resale certificate. Matrix Promotional Marketing is not required to, and does not, collect sales or use tax in all states but California. However, your purchase from Matrix Promotional Marketing is not exempt from sales or use tax solely because the sale was made via the Internet, phone or other remote means. Any purchase from us may be subject to the sales and use tax in the state where the product is shipped to, unless specifically exempted. The state where your order is shipped to may require you to pay use tax to the state agency that administers sales and use tax, as described on that agency's website. The state agency may also require you to file sales or use tax return or other return at the end of the year, reporting all the taxable purchases that were not taxed by the retailer and to pay tax on those purchases. Please consult the website of the relevant state tax agency for more information.

We are happy to send you a sample of a product (s) you are considering. Our sample service is intended to help those who are seriously considering an item or are looking for ideas. We reserve the right to refuse to send samples at our discretion (although we rarely do!).

We work with many licensing organizations and are licensed to reproduce many college and university logos for internal use. If you want to find out if your school is on the list, please contact us at help@matrixpromotional.com or call us at 1.800.776.8337

If we use artwork you have supplied to imprint your product, you are warranting that you have unrestricted right and authority to use and distribute that artwork.

Our complete guarantee means you are covered from every angle. We will work with you to be sure you're 100% satisfied. At Matrix Promotional you can always buy with confidence. You'll always find the most popular and unique promotional products at the lowest guaranteed price*, with an easy and hassle-free buying experience. In over 30 years, we have never missed a promised shipped date and we will make sure you get your order on time, too.

Lowest Guaranteed Price

If you find the same product advertised for a lower price*, let us know and we'll match that price.

*Total price refers to the price of the same item including any additional setup charges before shipping & potential art charges & tax. The lower price must be of the same order quantity, same product, and same imprint colors. We request that you contact us within 30 days of your purchase.

Our Satisfaction Guarantee

We guarantee that your order will be received free from defects or damage and personalized as you requested, or we will replace your order or issue you a full refund. Matrix Promotional Marketing is not a faceless internet company but an established promotional products distributor which takes pride in providing "Hassle Free" customer service.

Please contact us at help@matrixpromotional.com or call us at 1.800.776.8337.

The artwork, designs, and trademarks shown on products on this site are examples of the products and imprinting services we offer. They do not represent an endorsement by the owners of the artwork, designs or trademarks. All prices and product information are subject to change without notice.