Who should I contact to discuss my order?
How do I place my order?
Once you're connected with a Primetime representative, he or she will work with you via telephone, email, or in person to gather information about your requirements and confirm all the details around your order.
How long will my order take to produce ?
Our standard production turnaround for decorated apparel orders is two weeks (10 business days) – although this may be affected by specific details with your order, such as product availability or decorating complexity. Turnaround times for promotional product orders will also vary depending on product type and decorating method.
Your Primetime representative will work with you to determine an accurate estimate for when you’ll receive your order. Please be sure to mention if you require your product for an event or other time-critical deadline.
How and when do I pay for my order?
You can pay for your order in advance or when you receive it - we accept payment by cash, cheque, debit, Visa or MasterCard. You can also make a payment on our secure online payment site – click here for a link.
Do you have a minimum order size?
We specialize in producing large-quantity orders - but we’d be very pleased to work with you on any size of project.
Do you deliver?
We’re always happy to deliver your order– across town, or across the province. Alternately, you’re welcome to come and pick up your order at our showroom and production facility.
How do I send you my design?
Our art department works with artwork in vector formats – usually produced by programs like Adobe Illustrator or Corel Draw. If you can send us artwork in this format, we’ll easily be able to work with it.
We’re also able to work with bitmap artwork – e.g. JPG or TIFF files – if it’s saved at a high resolution (at least 300 dpi, saved at the size at which it’s being produced). Low-resolution bitmaps – for example, most logos or artwork downloaded from the internet – are not suitable artwork formats, and will require our artists to spend time to make them production-ready.
Your Primetime representative can discuss any artwork questions, and will advise you if any artist time will be required to work with your supplied designs.
Will you send me a mock-up of the item(s) I order with the design(s) on it?
We will gladly provide mock-ups for your order to give you the best idea of how your order will turn out.
If you have any suggestions for improvements, or would like to alter any aspect of your product design, please let us know. We want to make sure that you are pleased with the final result.
Will there be any extra fees I should be aware of?
In a word – no.
All charges – for garments, decorating, and set-ups - will be communicated by your sales representatives and will be included in all quotes and confirmations. If you have any questions about any charges on your quote or invoice, please don’t hesitate to ask – we’ll be glad to explain.
What should I do when I receive my order?
All orders include a packing slip that lists all the products and sizes ordered and produced. Please check your order carefully to ensure that all items are accounted for and decorated properly before distributing them to your team or group.
What happens if there is a mistake in my order?
If you’re not completely happy with your order – for any reason – please let your Primetime Custom representative know right away. We’ll do whatever’s required to make sure that you’re completely satisfied