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FREQUENTLY ASKED QUESTIONS

ART QUESTIONS:

Can I request a Virtual without a Purchase Order?

Yes! Pepco provides virtual proofs free of charge. Please send a request to art@pepcopoms.com and put VIRTUAL REQUEST in the subject line. Virtual requests are usually provided within 24 to 48 hours.

Where do I send my artwork?

Please send your artwork to art@pepcopoms.com and place your Purchase Order number in the subject line.

What kind of artwork can I send? And, what if I do not have artwork?

Pepco accepts art in Adobe Illustrator (.ai. .eps or .pdf), Photoshop (.psd) and Corel Draw (.cdr or .pdf)

All artwork must be supplied in a digital format. There is a $15.00 (v) charge for art not submitted digitally. If art is not provided it can be created and is billed at $50 (V) per hour, half hour minimum. Fonts must be converted to outlines or curves. All images submitted are printed as is and scaled as needed unless otherwise specified. It is your responsibility to have all images proofed and adjusted to your satisfaction before submission.

Can I specify a PMS color for my imprint?

Pepco prints in standard Pantone approximated colors free of charge. If an imprint is color other than our standard imprint colors is required a matching charge of $30 (V) will apply.  An exact pantone match is not guaranteed. If color match is critical , we recommend getting a pre-production sample.

Do you keep my art on file for re-orders?

All artwork is kept on file for at least two years from the original order date.

Will I see my proof before my order goes into production?

A virtual proof is included for each product ordered at no charge. Please include an email address to the direct your proof to on your purchase order.

Do you have art templates?

Pepco provides templates on all products in PDF format. Templates are best viewed in Adobe Illustrator and is provided in a layered format.

How can I send large art files?

 Follow this link to our Art Upload Page 

PRODUCTION:

What are your standard production times?

Our average production time is 5 to 7 working days based on catalog quantities only. During peak production months beginning in July until October production averages 10 to 14 days. Please inquire for actual production times when placing your order. 

Can I request a Rush order?

Rush orders are considered if the production schedules allows but are not guaranteed and must be approved by production before submission. Expedited shipping charges and rush fees up to 30% of the total order may apply.

When will production start for my order?

Production starts once the art is approved, the order confirmation is received and prepayment is received and/or account is current. 

Do you provide tracking numbers for my order after production is complete?

Tracking can be provided by sending a request to sales@pepcopoms.com once the order has shipped. 

Check our current production schedule

SHIPPING & DELIVERY:

How do I find out my estimated freight charge?

Packaging weights and quantities specified are APPROXIMATE and subject to change. Variances may occur due to product density and carton availability. Weights represented are based on Actual Weight or Dimensional Weight where applicable. Dimensional weight is determined based on current carrier guidelines for domestic shipments. Please send all requests for estimated freight to sales@pepcopoms.com 

How will my product be packaged and shipped?

All items are packaged in bulk and shipped FedEx ground or best way unless other shipping instructions are provided. Pepco does not ship via U. S. Mail.

Can I split my order and ship to multiple locations?

Yes. Add $10 (V) per destination or ship date.

Can I ship internationally?

Yes. Add $20 (V) for export documentation where appropriate.

Can I ship on my own shipping account?

Yes. FedEx and UPS are scheduled for pick-up daily.

See more on this topic on our General Information Page

PAYMENT:

What are the Payment Terms?

All accounts are on pre-payment or credit card basis until credit is established. The are no processing fees occured when paying by credit card however, credit card payments that are declined will incur a $10 (Z) fee. Past due invoices are subject to a $10 per month late charge. Customers with accounts requiring collections will be liable for all associated costs including legal fees. All returned checks will incur a $50 (Z) charge.

What type of payments do you accept?

Pepco accepts checks and major credit cards including Visa, MasterCard and American Express.  Customers outside the U.S. must send a wire transfer, (add $35 net charge to order) drawn on a U.S. bank.

Do you charge sales tax?

No. Pepco is a wholesale manufacturer therefore no charges for sales tax are incurred.

When do you charge my credit card?

Once an order has been entered into our system.

Do you require prepayment?

All accounts are on pre-payment or credit card basis until credit is established. 

PRIVACY:

Trademarks & Intellectual Property

See general information

GENERAL ORDERING INFORMATION:

Can I request a sample or spec?

Pepco provides promotional product samples up to $20 at no charge with shipper number and method.  Samples may include misprints, overruns, and other abnormalities. Contact sales@pepcopoms.com for specific sample needs.
Samples of cheerleader poms or cheerleading megaphones are available for purchase.  To request, please send a shipping account number and shipping method to sales@pepcopoms.com.
Pre-production samples are recommended on large orders and are available for $50 (V) plus applicable setup and run charges.  Requesting pre-production samples adds 5 days to production.

How do I request a product quote listed and not listed online?

Please send all quotes for pricing to sales@pepcopoms.com

Can I order quantities smaller or larger than those shown?

Please inquire for all items less than minimum or for large quantities.

What if I receive more or less than I ordered?

Pepco strives to always ship ethe exact quantities specified. Please contact sales@pepcopoms.com to resolve any issue regarding exact quantities.

What are the Set-Up Charges?

Screen Printed Set-Ups are $45 (V) per color/side.
Pad Printed Set-Ups are $45 (V) per color/side.
Digital Full Color Set-Up is $50 (V).

If I reorder an item, will I pay Set-Up charges again?

Yes. If you reorder an item within two years of the date of the original order, a Reorder Set-Up charge of $25 (V) will apply. After two years a new set-up charge will apply.

Will I receive a order acknowledgement? Order Confirmation? Order Acceptance?

Once your order is accepted, an order confirmation will be sent via email. If at any point changes are made to the order, a new order confirmation will be sent reflecting the changes. Please review the confirmation for accuracy and contact us immediately to correct any errors. We will consider a non-reply as acceptance of accuracy, price and schedule.

Changes to order

All changes must be confirmed in writing by Pepco. Changes made after the order is entered will incur a $5 (V) change fee plus any additional charges. If a change in quantity occurs after the completion of any portion of production, the distributor is responsible for all work done and billed accordingly. Any changes made after the start of production may delay shipments. Shipping changes must be submitted 2 days prior to ship date.  Changes made to copy or ink color will incur a $30 (V) fee per change and an additional set-up fee when applicable.

Cancellations/Returns

All cancellations must be submitted in writing and confirmed by Pepco. Cancellations are subject to a $30(V) change fee plus and all work performed. All returned merchandise must include an RMA issued by our Order Solutions Department. Unprinted merchandise is subject to a 30% restocking fee.

What if I need to put my order on hold?

Contact the factory as soon as possible. Orders can not be put on hold once goods have been produced.

What if my order was not received before or on the stated In-hands date?

Pepco works diligently to assure your orders are fulfilled as quickly as possible. Please note the in-hand date must be clearly stated on the purchase order and must fall within the factory production schedule.  Production time does not include the day the order was received. Please verify expected ship date once proof has been approved.

What if I am unhappy with the imprint quality of my order?

Please notify our Order Solutions Department at sales@pepcopoms.com within 15 days of delivery of order for any issues regarding quality or imprint. In the event of a defect in material or workmanship, Pepco will replace the defective merchandise or refund the purchase price at the factory’s sole discretion. Pepco’s liability shall not exceed the purchase price of the product.

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