Frequently Asked Questions (Effective March 1)

Who can create a account? The site is open to distributors. It is not open directly to consumers. Contact us and we will recommend an authorized Distributor.
How do I create a free account?
On the site's initial page, you will see a link to request an account. 

You will need:

  • A valid e-mail address
  • An ASI, DC, PPAI or SAGE Number
Once you provide the information, we will verify your information and then send you a password. Generally, you will gain access within one business day - usually quicker.
Can I let other members of my company use my account? We can create a unique log-in for each member of your company that you authorize to use your account.  Call or email us with the new user’s email address and name and we will add them to your account and email you with an initial password for them to log in and change.

How do I get help in creating the design?
We will work with you on creating your design. There is a $50 (V) charge for the service. We will ask you to upload or email any graphics you would like on the product. To avoid the fee, Send art with at a minimum 300 dpi to Vector art is recommended. Must be "Camera ready art".

How do I pay for my order? We accept American Express, VISA and MasterCard credit cards for our products, as well as ATM/debit/check cards that display the Visa or MasterCard symbol. If you have filled out a credit application, payment must be made in a form of ACH, Check or wire. If a credit card is used after a period of three days from shipment then a 3% fee is applied to the invoice.

Can I use a purchase order? In many cases, you can use a purchase order. Please contact us so we can see if you qualify. Email please have valid industry number available.

How do I send to multiple addresses?
You can place them as separate orders with separate shipping addresses. We can assist you with this if need be. Custom Color Solution does not have a  drop shipment charge. We only charge for the applicable shipment cost.

Is there a cost for sending to multiple addresses?You will be charged the extra shipping amount for the first item in an order. If there is a quantity discount, it will not apply across multiple orders.

How do I send to multiple addresses?You can place them as separate orders with separate shipping addresses. We can assist you with this if need be. Custom Color Solution does not have a drop shipment charge. We only charge for the applicable shipment cost.

Do you offer samples?
There is no charge for a random sample. You must provide shipping number. Pre-Production samples are provided at no charge on orders larger than $500.00. Shipping is extra. If the order is less than $500.00, you pay the actual cost, plus shipping. You can download order spec samples online using our online ordering tool. Spec Sample orders must be placed online.

Can I get a proof of my design?Proofs on orders over $50.00 are provided at no charge. Orders under will be charged $10.00 (V) for a PDF proof charge $10.00. You can create your own proof using our online ordering system: Choose the Item, Choose Template, Upload Logo, Click Approve, Click Enlarge Image and save image for Proof. 

Do you review designs before making the products?We do not review all orders. We ask that you carefully review your designs for typos and accuracy. On certain orders, we will create one product and send you a photo of it for you to approve. We cannot be held responsible if you submit inaccurate information.

Can I send you a logo and/or design? You can either upload it to your account or you can email it to To upload to your account, go to My Account on the upper right, click on the My Images tab and follow the instructions.

What type of files do you accept? We accept .jpg, .png, .eps & .ai files. For .eps & .ai files, please convert all text to outlines. For all other files,  be sure to provide high-resolution images: 300 dpi at 100% of final output size. We print using the RGB color system. Please be sure all files provided are saved in this mode.  

Are there really no set up charges? If you place an order using our online ordering tools, there is no set up charged. If you are placing an order for more than $50, there is no setup fee as long as you provide production ready art. If you need our help placing an online order of under $50.00 there is a service fee of $25.00 (V).
What is your typical turnaround time? We usually create your products within 2-3 business days of receiving your order. Shipping times vary, but you should expect 3-10 business days (14 business days during holiday periods) for standard shipping in the continental US. Extremely large orders, as well as delivery to an APO/FPO address, to Hawaii and to Alaska can sometimes cause additional delays. Having us help with the design can also increase the turnaround time.

Can you exactly match colors? While we try our best to match the colors on your design, we are not always able to match exactly. This has to do with our full color digital manufacturing process and variations in how colors look on computer screens.  Colors may vary across different types of products due to the printing process and how the product absorbs the inks.
If I e-mail in a question, how long will it take for you to get back to me?
Generally, we respond to all e-mails within one business day. The best way to contact us is through the contact form.There is a link to the form in the upper left-hand side of this page. If you need more immediate help, call us during business hours at 301-289-2121 or contact your sales rep.

What happens if an item is damaged in shipping? Damaged or defected products must be reported within 15 days of receipt and we will replace them.

Can I design a product using my own software? Yes, we have a complete listing of our imprint specifications at this link.(to come) You can upload a completed design just as you would a photo in the customization wizard. We recommend you upload a transparent png file for shirts and a jpeg file for other products.

How do I make a mug (or other product) with a different name and or/image on each one?
You have a number of options.
(a) Email us a list with the names and (if applicable) the names of the images, send us the images, and we will take it from there.
(b) Create your design and save it as a project. From the "My Projects" tab in "My Account", select the project and click "Copy selected Project" on the right navigation panel. You will be taken into the design tool where you can make any changes. Do this for each unique unit.
(c) Create the design for the first unit. When in the Cart, click the Copy & Modify link under the thumbnail of your product, make the changes for the second unit, and add it to the cart. Continue this for each unit.

Why  didn't I receive my entire order? If you ordered more than one product, your order might come in more than one shipment. That is because we have a number of production facilities and different products are made at different facilities. We send your orders directly from the production facilities so that you can get them as soon as possible.

Can I make a change after my order is submitted?
If you want to make a change, you would need to contact customer service right away. We move things to production as quickly as possible, so the window for changes is extremely small.
How do I use the red and blue lines around my design to make sure it is the right size for the product?
Your background should extend all the way to the  edge of the surface to ensure that the resulting product does not end up with a white border around it. This is sometimes called the bleed line. Any elements such as text or an important part of an image should be within the blue safety zone to ensure that it does not get cut off during production due to slight shifts that may occur when we trim your product.