Frequently Asked Questions

Question 1

What are your minimum order quantities?

Accepted Answer

Minimums vary by product and imprint method. Many of our catalog items start as low as 12 units. Custom-manufactured and imported items typically require 500-1,000 units. Your account representative will confirm the exact minimum for each product at the time of quoting.

Question 2

How do I request a quote?

Accepted Answer

Submit a quote request through our online form on the Quote page, or reach out through our Contact page. Include the product(s) you are interested in, quantity, desired imprint method, and artwork if available. We typically respond with a detailed quote within one business day.

Question 3

Are your prices negotiable for large orders?

Accepted Answer

Yes. Volume pricing is built into our structure, and most items have tiered pricing that decreases as quantity increases. For exceptionally large orders or annual contracts, your account representative can provide custom pricing tailored to your volume and frequency.

Question 4

Do you charge setup fees?

Accepted Answer

Setup is free on most items in our catalog. For specialty imprint methods or custom tooling (such as embossing dies or custom molds), a one-time setup fee may apply. Your quote will clearly itemize any applicable setup charges.

Question 5

Can I combine multiple products on one order to reach a price break?

Accepted Answer

Price breaks are typically calculated per product/per design. However, we offer flexible pricing structures for multi-item programs and can often find creative ways to help you reach better pricing tiers. Ask your account representative about program pricing.

Question 6

What file formats do you accept for artwork?

Accepted Answer

We prefer vector files: Adobe Illustrator (.AI), EPS, SVG, or vector-based PDF. For 4-color process and UV digital printing, high-resolution raster files (PSD, PNG, TIFF) at 300 DPI minimum are also accepted. Visit our Art Info page for complete guidelines.

Question 7

I do not have a vector version of my logo. Can you help?

Accepted Answer

Absolutely. Our art team will vectorize your logo from any source file at no additional charge. Just send us the highest-resolution version you have and we will create a production-ready vector file.

Question 8

What is a virtual proof?

Accepted Answer

A virtual proof is a digital rendering showing exactly how your logo will appear on the selected product, including size, position, and color. Every order includes a complimentary virtual proof that must be approved before production begins.

Question 9

Do you offer photo proofs?

Accepted Answer

Yes. Photo proofs show the actual decorated product before the full production run ships. Photo proofs are available at no extra charge upon request and add approximately 1-2 business days to the production timeline.

Question 10

How many proof revisions can I request?

Accepted Answer

Proof revisions are unlimited and free. Our art department will keep refining your proof until you are completely satisfied with the layout, colors, and positioning.

Question 11

What is the typical turnaround time?

Accepted Answer

Standard production is 10-15 business days from proof approval. US warehouse items can ship in 5-7 business days. Rush options are available on many products with turnaround as fast as 3 business days. Import orders typically take 4-6 weeks.

Question 12

Do you offer rush production?

Accepted Answer

Yes. Many items are eligible for rush production with turnaround as fast as 3 business days from proof approval. Rush surcharges vary by product and quantity. Contact us with your deadline and we will let you know what is possible.

Question 13

Can you ship to multiple locations?

Accepted Answer

Yes. We regularly handle split shipments and drop-shipping to multiple locations. Additional shipping charges apply for multi-destination orders. We can also provide blind shipping (no Athena branding on the packaging) upon request.

Question 14

Do you ship internationally?

Accepted Answer

We ship worldwide. International shipments may be subject to customs duties, import taxes, and brokerage fees, which are the responsibility of the buyer. We will provide estimated landed costs when quoting international orders.

Question 15

Is shipping included in the price?

Accepted Answer

Many items include standard ground shipping. Your quote will clearly indicate whether shipping is included or listed separately. Expedited shipping (2-Day, Next-Day) is available at additional cost.

Question 16

What if I receive defective or incorrect merchandise?

Accepted Answer

Report any issues within 7 business days of receiving your order. If the product does not match the approved proof or is defective, we will reprint or refund the order at no cost to you. Contact your account representative to initiate a claim.

Question 17

Can I return promotional products I no longer need?

Accepted Answer

Decorated promotional products are manufactured to your specifications and are generally non-returnable unless defective or produced incorrectly. Undecorated blank goods may be eligible for return with a restocking fee. Contact your account representative for details.

Question 18

Do your products come with a warranty?

Accepted Answer

All products are warranted against defects in materials and workmanship at the time of delivery. Electronic products (USB drives, power banks, etc.) carry the manufacturer standard warranty, typically 1 year. See our Terms and Conditions for complete details.

Question 19

What is your satisfaction guarantee?

Accepted Answer

If the finished product does not match your approved proof due to an error on our part, we will reprint or refund the order. Your brand reputation depends on the products that carry it, and we stand behind our work.

Question 20

What payment methods do you accept?

Accepted Answer

We accept Visa, Mastercard, American Express, wire transfer, and company check. New accounts require prepayment. Established accounts in good standing may apply for Net 30 credit terms.

Question 21

Can I set up a corporate account?

Accepted Answer

Yes. Corporate accounts come with dedicated account representatives, customized pricing, Net 30 terms (upon credit approval), and access to our online customer portal for order tracking and reordering.

Question 22

How do I access the customer portal?

Accepted Answer

Existing customers can log in through the Sign In link at the top of our website. The portal provides order history, tracking information, proof approvals, and the ability to reorder previous items. If you need login credentials, reach out through our contact form.

Question 23

Do you require a deposit for large orders?

Accepted Answer

For orders exceeding $5,000, a 50% deposit may be required at the time of order confirmation with the balance due prior to shipment. Your account representative will outline the payment schedule in your quote.

Ordering & Pricing

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