Where do you start? It’s a great question. The answer depends on your particular circumstances.  Our company is all about what is best for you, our client. Let us know how we can best assist you. Whether you know what your want, need a quote or want some suggestions, we are here to work with you.

Below are some frequently asked questions (FAQS) that will help you understand our services, processes & options. Let’s Get Started on developing your Creative Marketing Solution!

Need to reach us? Contact us via your preference of a call, text or email.

Start shopping now or read below to learn more.

FAQ

Getting Started

The more we know about each other the better. Our goal is to provide the best solution for your needs. Some information that would be helpful include:

Your Objective

Target Audience

Budget

Quantity

Timeline

Upcoming Events

Why should I choose Carolina Souvenirs?

We started our company in October of 2019. While we don’t yet have countless testimonials of satisfied customers, we do state our commitment and guarantees with confidence. The staff and ownership of Carolina Souvenirs have decades of experience in many areas of marketing and advertising. Our collective resumes include: website development/hosting, Ad Agency ownership, radio & TV sales & production, graphic design and promotional products. You will be hard pressed to find a more qualified team of professionals.

Our Ordering Process

How Can I Place An Order?

You can either order directly online or by contacting us.

What are the Imprint Options?

Imprint options are the various methods in which your product can be branded with your logo. There are several options to accomplish this.
Custom imprinting your logo on an item requires printing plates, film, setting up the engraving laser or embroidery tape charges (just to name a few). These costs are independent of the actual costs of imprinting and are set-out under the “Set-up” section of your order confirmation. Although these are one-time costs, for certain items there are re-set charges, which will also be noted separately.

I placed my order, then what?

Immediately after placing your order you will receive an e-mail with instructions on how to send us your artwork. Once we receive your artwork and our art department has set-up your proof you will receive an e-mail containing your Order Confirmation and Virtual Art 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 as to your order status throughout the ordering process and will send you a shipping information sheet including your tracking numbers when your order is on its way.

Do I have to pay sales tax?

Unless you are a Government entity or have the correct paperwork, the answer would be yes.

How long does my order take to produce?

Obviously, this can change case by case, but typically it will be 7 – 12 business days. Regardless, you can be assured we will keep you posted on the progress.

What if I receive my order and I’m not happy? Is there a Guarantee?

We pride ourselves on 100% customer satisfaction. We provide a digital proof with every order to you, the client, and will not start production without your approval of said proof. We also have the ability to provide pre-production samples, at a cost, should you prefer that method. However, we understand mistakes do happen. In the event that something is misprinted, we will accept returns within 3 business days of receipt. Misprinted goods will be recycled and removed from the invoice. Please note, we do offer samples for our clients and encourage you to take advantage of this whenever possible.

Payment Information

How can I pay for my order?

Due to the permanent nature of producing custom products, all first-time orders must be paid for before shipping. You can pay by credit card (Visa/Mcard/Amex), company check or any other standard, legally-recognized form of payment. Customers wishing to be put on Account status must fill out a credit application. Large Organizations and Government Purchasers may use corporate purchasing cards. If you choose to pre-pay by company check we cannot process your order until your check clears our bank.

When do you charge my credit card?

We charge your credit card on the day that your Order Confirmation and Art Spec are approved.

How can we get credit terms? Can you bill me?

We offer open account status to qualified businesses. Please note that it takes up to 14 days to process credit requests. If you need your items in a hurry you may prefer to pay by credit card for this order.

Rush Orders

What if I have a Rush Order?

We can produce thousands of promotional items and apparel in as little as 24 hours. Rush service only applies to actual production time after order approval. Time does not include artwork production or shipping time frames. Some additional fees may apply including but not limited to expedited shipping.

Samples, Minimum Orders & Unimprinted Items

What if I only want 1 item without a logo?

We strive to keep our order quantities to a minimum but we are not a retail site for individual purchasers.

What is the minimum quantity that I can order of a particular item with my logo?

This will vary by item and vendor. The minimums are stated for each item in our catalog. However, we try to accommodate “less than” minimum quantities when we can and such instances may incur an additional charge. Contact Carolina Souvenirs for more information.

Can I order a sample before I purchase a product?

Absolutely. However, we reserve the right to inquire about sample requests and will refuse to accommodate any request we feel is abusive. Our standard policy is that we do not charge for samples under $8.00 if you provide us with your shipping account number. Otherwise we may choose to charge you for samples.

What if I receive more or less than I order?

Because we produce items in bulk, we always try to run a few extra pieces in case there are quality issues. We want to make sure that you receive the best items we produce. Depending on the item that you order, that quantity can vary from 5% – 10%. We make every effort to meet your quantity exactly, but overruns are billable unless prior arrangements are made. This is a standard practice in our industry. Arrangements can be made prior to production to alter this policy and may require an additional charge.

Shipping Information

Can I ship on my own Fedex or UPS account number?

We encourage it! No problem. Just provide your 3rd party billing account number during the Order Confirmation process and we’ll take care of it for you.

How do you ship my items?

We prefer to ship by either Fedex or UPS. The shipping method is determined by your in-hands date, location of your destination, time-frame and cost factors. Shipping is charged at prevailing freight rates by carrier and we can ship on your account if you would like. If freight charges are not specified on your Order Confirmation we will bill your freight post-shipment and may show up as a separate charge on your credit card.. Our standard freight method is UPS Ground Service.

What if I have multiple destinations?

No Problem. Depending on the complexity of your shipping instructions we may have to add a per-location, drop-ship charge – usually $7.00 per location.

Can you ship Internationally?

Yes.

What if UPS or FedEX loses my shipment?

We guarantee that we will ship your items on the designated day via the method that you have approved. However, ownership of the goods passes to the customer once we deliver them to the carrier. We will do everything within our power to help you with any situations you encounter. All of the major carriers that we work with have policies relating to these situations that you should investigate prior to placing your order.

How can I find out the status of my order?

Our policy is to keep you updated on your order. You may email [email protected] or call 704-466-6971 at any time for an immediate update.

What if I need my products for a specific event date?

Please confirm your in hands date on your Order Confirmation. Production times stated on each product page are estimates only and vary according to manufacturer. Please advise us ahead of time if your in-hands date is firm or if you need your items by a particular time of day. Unless we are notified otherwise, we assume that the standard production time is appropriate.

Artwork

General Information

If client is providing artwork, it must be in a vector format in solid spot colors. If 4-color process printing is required, the required artwork format will be conveyed via email. If artwork is not in the required format, art charges will be applied. All text used must be converted to outlines or paths.

Carolina Souvenirs will not be held responsible for bad artwork that is approved by the client. Art and project corrections cannot include work outside of the scope of the original estimate or an additional cost will be added.

While every effort is made to reproduce an imprint just as the artwork, variations in ink and printing processes make it impossible for us to guarantee exact color representation and consistency.

Carolina Souvenirs will not be responsible for (and reserves the right to collect) legal fees incurred due to copyright infringement.

VECTOR ART: Please submit artwork in Adobe Illustrator vector format. Convert all text to outlines. Please save as an EPS or AI file. Embed PMS colors when possible. If a placed/Imported Adobe Photoshop type image is necessary, that original file should be included. The Photoshop file (TIF or JPG) should be at least 300 dpi resolution or higher and the art to size.

RASTER ART: Please submit artwork in PSD, TIF or JPG formats. Image should be at least 300 dpi resolution or higher and the art to size.

What if I cannot get the artwork in the correct format?

Send over whatever you have and we will evaluate and let you know what needs to be done. We will do whatever we can to make sure that your order is not held up because of artwork problems. We can recreate your logo to the proper format for a small fee.

What if I don’t have artwork?

This is not a problem. We have decades of experience developing logos and designs. Just let us know and we will provide you an extremely competitive quote and a professional look for your company.

What is PMS Color Matching?

PMS stands for Pantone Matching System®. It is the standard color matching system that allows printers to choose a color without leaving it up to an individuals’ subjectivity. Each color in the Pantone color chart corresponds to a particular number so that if you say your logo is royal blue, we can pick an accurate blue to recreate. PLEASE NOTE: Because computer monitors display colors in RGB format, the color that you see on your screen may not be accurately calibrated to the actual PMS color chart.

Where should I send my artwork?

If you order online, you can upload your art during the checkout process. You can also e-mail your artwork to: [email protected] For Larger Files, we will email you a link to upload the artwork to.

Do you keep my artwork on file?

We archive every art job that we do for our clients. This means that once we have your logo on file there is usually not a need to send it to us again. We can also make revisions and/or changes to your logo or add text underneath (usually) at no charge.

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