FAQ

/FAQ
FAQ 2018-06-03T10:36:41+00:00

FAQ

Ordering & Payment

Our office is officially open from 9:00 am to 5:00 pm Monday to Friday at GMT+08 standard time, however we reply to e-mails and send quotes as the sun is rising and on weekends.  We value your time and interest and aim to reply to your request as immediately as possible. You can email us at info@cusber.com if you have a problem with your order.

Have no idea about the product? Don’t worry. Let us know what you have in mind and we will help to make it. Below are six main considering factors for your reference :

  • Target Audience – Who is the product intended for? Clients, Staff, Men, Women, Young, Old, Specific Industries, General Public, etc.
  • Campaign Aim – What is the purpose? Product Introduction, Sales Promotion, Sport Tournaments, To say Thank you, etc.
  • Delivery Method – How will the product reach its recipient?
  • Budget – How much has been pre-allocated?
  • Quantity – How many gifts do you require? Number of people expected intend the event.
  • Products used before – Products to avoid or you hope to try something different.

Email us and let’s make some amazing custom products together!

Our site offerings represent only a sampling of the products we can offer. If you don’t find what you’re looking for, please email us at info@cusber.com to begin the custom order process.

After we received your order and artwork, our art department will set up your proof, and you will receive an e-mail containing your virtual art proof. We will begin production after you approved your order and artwork. During this process, if we have any questions or need any other information from you, we will contact you immediately. We will keep you informed throughout the ordering process. Our goal is 100% customer satisfaction.

Yes, we can send you a sample of the item you are looking to purchase from us. Most items are available with random logos. To check for sample availability of your chosen product, order a sample or obtain more information, please email us at info@cusber.com and we’ll review your specific sample needs.

We offer each customer 1 free product samples (with a random imprint) up to $5.00 with express shipping at your cost. We also provide additional samples for an additional cost ‐ as many as you want.

Yes. To receive a pre-production sample, you must request a sample when placing your order. Email us info@cusber.com for additional charges. The delivery time will begin based on when the pre-production sample is approved and invoice is paid.

If you just need blank products to use as supplies, or give them a try before requesting imprints. No problem! Most of our products are available without an imprint.

Custom imprinting your logo on an item requires printing plates, film, and setting up the engraving laser or embroidery tape charges (just to name a few). These costs are independent of the actual costs of imprinting. Although these are one-time costs, for certain items there are re-set charges which will also be noted separately.

All new customers are required to prepay 100% before production can begin. Net 10 days from date of invoice to customers. A 1.5% per month (18% per annum) finance charge will be added to all past due balances.

All you have to do is contact your Account Manager through phone, email, or using the live chat feature on our website! Once you’re ready to order, we’ll access the artwork we have on file from your last order to complete your new batch of promotional products!

We are confident you’re going to love both our customer service and your products. But we also know things may happen. But don’t worry! We will send you several approval emails before we finalize your order, so you’ll have plenty of time to make sure everything looks good before you approve! We do not charge any cancellation fees! However, we will charge for any fees incurred up until your products go to production.

Artwork & Decoration

We accept a variety of file formats for your customized artwork.

  1. Vector Files for PC or MAC

They’re the easiest to format. Vector file formats include Adobe Illustrator (.AI or .EPS), Corel Draw (.CDR). Please make sure your fonts are converted to outlines!

  1. High-resolution Adobe Photoshop Files

These have file extensions like .TIFF, .PDF, and .PSD. We ask that these files be sized to 100% of the actual imprint size or larger and saved at a resolution of at least 600 dpi.

  1. Low-quality Files

These include low-resolution image file formats, like .JPEG and .GIF, as well as file formats not made for art programs, like .DOC and .PPT files. Art submitted in any of these formats might have to be redrawn or recreated. And these formats may require an art charge.

If you still not sure you have the right kind of artwork file or not? Please email us at info@cusber.com and we will help you.

Imprint options are the various methods in which your product can be branded with your logo. Here are a few of the most popular…

Whether you’re ordering custom pens and bags, you definitely want your unique logo or imprint design to stand out for everyone to see. But each product’s imprint area is pre-determined based on the manufacturer’s specifications and only to ensure your logo looks its best on every product. This means the suppliers have physical limitations with their printing process that can’t be adjusted.

Due to many contributing factors, including variations in monitor settings, printer settings, scanner settings and color balances, we cannot guarantee the colors on your screen are an exact match of the products you receive. If color matching is critical, it is best to see a sample. If you would like to receive product samples, please email us at info@cusber.com.

After you’ve submitted your custom artwork, we’ll send you a free digital proof of how your design will look when it’s printed on your promotional products.

Your art proof will feature your artwork sized to scale, so it’s the closest representation of how the items you order will look. We do our best to review each proof for errors, but we ask you to look over your proof, too. Check it to make sure everything looks good to you, including: spelling, imprint size, imprint color, item color, font size, font color and font space.

Your digital artwork will be saved for 24 months after any activity. And remember, when you use an existing logo on a new product or reorder, you will not be charged additional art fees.

Shipping & Returns

We will do everything possible to meet your deadline. You may choose faster shipping during the checkout process. Or, email us at info@cusber.com. Rush charges may apply.

We use express such as UPS, FedEx, DHL to ship products internationally. We’re also happy to use your UPS or FedEx account number to ship your products, please ensure that all applicable duties and freight are paid. Ocean shipping also is a choice.

But there are certain products air freight shippers have designated as “Dangerous Goods” that we will not ship via air. Promotional products that will not ship via air include (but are not limited to) the following:

  • Products containing alcohol
  • Items containing lithium-ion batteries
  • Flammable products
  • Magnets

Delivery schedules are based on manufacturer’s requirements and location. You will find the delivery time on our quotation. All delivery times begin after art/logo approval and invoice paid.

We strive to ship you the exact quantity you ordered for every product. However, due to occasional variations in the identification process, an overrun or underrun of an order quantity may occur. We reserve the right to ship and invoice ± 3% of the original order quantity.