Frequently Asked Questions

Below is a list of of questions we frequently receive from customers. If you don't find the answer you're looking for, contact us and we'll be happy to answer your question directly.

Artwork

Please submit artwork/logos in one of the following formats (listed in our order of preference):
1) Vector images created in Adobe Illustrator (ai, .eps, or .pdf file extensions)
2) Photoshop (.psd)
3) Non Vector images (.png or .jpeg)
If you do not have art, we will work with you to create the perfect design for your company. Charges may apply if art received requires artist's attention! Second Story Promotions will not be responsible for any reproduction of unauthorized trademarked or copyrighted logos supplied by the customer. ARTWORK may be submitted via email to: sales@secondstorypromotions.com or you may email us with a link to an online file storage service such as Dropbox or Google Drive if your art file is too large to email.

Please email your art to sales@secondstorypromotions.com along with any other inquires you have about products and/or services.

Your art will be kept on file for two years.

Yes, but please keep in mind there are additional charges for some products. If you don't require an exact PMS match, we will be happy to get as close as possible to a PMS color.

Raster images (file extensions that end with .jpg, .tiff, .png, for example) when scaled up lose quality. A raster image can be enlarged by either adding more pixels or enlarging the size of the pixel. Vector graphics (file extensions that most commonly end with .ai, .eps, .svg, or sometimes .pdf) are fully editable, such as altering colors, editing the design, and scaling up or down in size without losing image quality. Vector graphics are required for several forms of printing, such as screen printing and many other products printed here at Second Story Promotions.

General Ordering

You can place your order online or you may call and speak with one of our representatives.

Yes, although additional charges may apply due to art changes or cancellation of an order.

Damaged or defective goods must be returned within 30 days of invoice. Contact us for return details. Not responsible for goods lost or damaged in transit.

Reorder setup charges vary based on the product you order. Contact one of our representatives for more information.

Yes, you will be sent a proof via email for approval, prior to your order going to production.

One FREE SAMPLE will be provided as long as the item is $5 or less, excluding UPS ground shipping. All samples over $5 will require payment via credit card prior to sending the sample, and shipping will be additional. The cost of shipping and handling above and beyond the initial FREE SAMPLE, regardless of the cost of the item, is the responsibility of the customer. The necessary billing information will be collected prior to shipping multiple or paid samples. We also allow the option for you to provide your shipping account number if you prefer an alternate shipper and/or prefer expedited shipping.

Each product varies, so just contact us and we can determine if there are additional quantities for that item.

If you're unhappy with your order, let us know and we will work with you to resolve the issue.

We have access to thousands of items, so if you can't find what you're looking for, ask a sales representative and he or she will assist you in your search.

Feel free to call or email us anytime at 866-519-8400 or sales@secondstorypromotions.com to find out the status of your order.

Yes. Just give your sales representative an email address at the time of art approval and we can send your tracking information to you.

Unless otherwise agreed to, we reserve the right to ship up to 5% over or under quantity on your order, with invoice billed at actual quantity shipped.

Payment/Invoices

Catalog pricing includes one color and one location and is subject to change without notice. Proofs may also be subject to change.

Invoices are sent after your order has shipped, but if you need an invoice prior to shipment, contact your sales representative and he or she can assist you.

Yes. Just give your sales representative an email address at the time of art approval and we can send your invoice to you.

Give us a call and we can provide you with the needed information to pursue credit terms.

First-time orders must be pre-paid by credit card or check. Credit cards accepted are MasterCard, Visa, American Express, and Discover. Terms are net 30 days with prior approved credit.

Your credit card will be authorized when artwork has been approved and then charged after your order ships.

Sales tax only applies to orders that are placed in Iowa.

Shipment/Delivery

Production and shipping times vary based on the product being ordered. You can view each item's production time from the "Product Details" tab. Transit times for shipping can be provided to you. Just let one of our representatives know the item you are considering.

Most orders will be shipped 5-10 business days from the time artwork is approved and payment is received.

Yes. Rush services and/or expedited shipping are available options, though additional charges will be incurred. If you are aiming to meet an in-hands date, let one of our representatives know so we can work with you to make this happen.

Yes, although additional charges will apply, depending on the product and where the product is shipping to.

Yes. Just let your representative know at the time your order is placed.

Standard via ground UPS or FedEx. Rush orders and guaranteed delivery service can be arranged; extra charges will be incurred. Shipping charges will vary by weight and method of shipment. Charges will be applied at time of final invoice. Free shipping is valid on UPS ground shipments in the continental U.S. on orders for published quantities.