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Frequently Asked Questions

Let Custom Mouse Pads take your advertising to a new level with custom printed products to be where your customers are from the mouse pad at their desk to the counter where they shop.

Can I see a proof before I order my branded products from Custom Mouse Pads?

Absolutely! Instead of adding mouse pads or mats to your cart you can select the alternate Get a Quote option on any of our products for a formal quote and a no obligation digital proof. All Quotes will be available in your customer account and you can choose if you want to pay for the quote and convert it into an order. Artwork can be e-mailed directly to Custom Mouse Pads as an attachment by sending an email to info@custommousepad.com. If your file is large, you can submit it to our secure FTP site at https://custommousepad.wetransfer.com/. Once we receive your artwork our graphics department will review the set up and work up a digital proof. We will need your approval of a digital proof before we proceed with your order. We offer limited layout assistance at no cost with an order. Send us your logo, pictures, any text to be added and layout instructions (font preferences etc) and we can assist with assembling the image. Please be as specific as possible. Our free assistance can include one proof and up to 1-2 rounds of revisions after if needed.

What image files do you accept?

We operate in the Adobe Suite so we accept virtually all graphic files including, but not limited to, PSD, PDF, EPS, AI, INDD, JPG, TIF, and BMP. When available please submit your image in layers or in its native vector format. If using vector art please make certain to outline fonts, include or embed all links, and send a PDF for reference. If your file format is not listed here please contact us and our graphics team will do the best to assist you.

Can you drop ship or blind ship my order directly to my client?

Yes, we are happy to drop ship directly to your client and remove any Custom Mouse Pads branding, invoices or contact information. If you would like us to do this please just reference your preference for this option when you place your order. We can ship to multiple locations however all that is included in free shipping offers or quoted freight charges is shipment to a single address. If you would like us to ship to additional locations there will be a nominal charge for doing so. We do not mark up our freight so we pass along our discounts directly to you. We are also happy to ship on your freight account if you prefer or receive better rates.

what happens if I receive my order from Custom Mouse Pads and I don't like it?

We understand that the branded promotional products that you purchase from us are a reflection of your company and we take that responsibility very seriously. Its important that you receive what you expected, from the print quality to the material. Your sales rep has several tools at their disposal to help address any specific concerns and ensure your satisfaction before your order is even placed. However if the unthinkable happens customer satisfaction is of the utmost importance to us and after a thorough review replacements/refunds will be processed on a case by case basis.

What payment methods do you accept?

Custom Mouse Pads accept all major credit cards, PayPal and both personal and business checks.

Can I get a sample pad or mat before I place an order?

We are very proud of our print quality and always happy to provide potential new business clients with examples of our work. We have complimentary samples available to valid US businesses. Email us with your specific product interest and one of our experienced customer representatives will contact you to confirm the details. Samples are products that have been printed for previous orders so they should give you a good idea of print quality and materials you could expect with actual order.

FAQ

We are an online store, so our method of payment is pre-payment. Any order must be paid in full prior to processing. We accept all major credit cards: Visa, MC, Discover and Amex as well as electronic processing of both business and personal checks. Wire transfers can also be accepted. Many government entities or organizations cannot pay with a credit card and payment exemptions to accept a PO may be issued by our sales team for government organizations only. If you have questions about our payment policies, or need clarification on your situation specifically, please give us a call at (866) 404-5267 for more details.

The industry standard for customized products dictates a no return and a no refund policy. However our customers come first so returns or order dissatisfaction are handled on a case-by-case basis.  No claims, returns, or adjustments are discussed without prior and written authorization. Please inspect product immediately as no claims will be accepted after five (5) days from receipt of merchandise. We will make every attempt to resolve the order error as a result materials defect or quality issues. If reprint is deemed appropriate we will process the reprint order exactly as you had originally requested plus any necessary corrections. The product, logo/artwork or imprint color cannot be changed when processing the reprint unless pre-approved by us.

All changes must be made in writing within 24 hours upon receipt of the emailed confirmation. Once the order has been approved, we will be unable to change the order. We will not accept any order cancellation or change requests after the 24 hour period. There is a 5% cancellation fee if an order is cancelled. This rule applies to normal production orders only. There are NO cancellations for any rush orders.

Printing is full bleed four color process and there are no limitations on the number of logos or amount of text. Spot color matching is available at an additional charge.Four-color process printing involves separating the three subtractive primary colors of Cyan (C), Magenta (M) and Yellow (Y), plus Black (K). Complex full color images are recreated using the CMYK printing method. This process is recommended for multi-color art and photographs.

If you do not have a completed image we can offer limited layout assistance. Please send over the parts and pieces (logo, images, text etc) as well as any layout preference (font, color, size, placement etc). Please be as specific as possible in your instructions. A graphics charge may be incurred if needed assistance exceeds normal services offered. Clients will always be informed of potential charges prior to work commencing.

We are currently offering a free shipping promotion on any on many of our products. For all free shipping promotions shipping is included only for standard timelines to a single addresses in the contiguous United States addresses via standard ground or palletized delivery. If shipping needs to be charged shipping is charged freight direct and is dependant upon the product and method chosen. If you have a freight account where you receive better rates we are happy to ship on your account at no charge. Delivery date on free ground shipping is not guaranteed and shipping will not be upgraded to meet deadlines without a charge.

A digital proof is included free of cost. Physical proofs, if necessary, will be at an additional that vary by product. Proof processing will add to standard turnaround time.
Business days used for estimated timelines, shipping time is additional. Production timeline starts the day after order approval, payment, and image approval has been received.
We do not reprint copyrighted materials. Easily recognizable art, logos or branding not directly associated with the order can only be submitted if client holds license logo release. We do not take any responsibility to obtain permission for reproduction of logos, patents, trademarks and copyrights. By agreeing to print any submitted artwork, we will not be held liable for any copyright issues under any circumstances.
Samples are free of cost or obligation. The free sample is not for personal use. Samples are for intended for businesses or organizations wishing to promote themselves or an event. Sample packets provide an overview of the variety and quality of our products for customers who are interested in making a purchase. Also note that we only offer a free sample to locations in the United States. While we are happy to produce orders for other locations we apologize that we will be unable to offer you a sample packet at no cost. We only offer a free sample to locations in the United States. We respond to all emails within 24 business hours. If you have sent an email and have not received a response from us please call us at 866-404-5267. Custom Everything Inc. reserves the right to deny service any reason deemed inappropriate which includes, but is not limited to, misuse of product or printing of incendiary images.
Due to the nature of material and printing final mat size may vary by a small amount (1.5%). This will affect any use of 1" grids. Thickness may also vary slightly do to manufacturing processes.

1 - TERMS

By accessing this web site, you are agreeing to be bound by these web site Terms and Conditions of Use, all applicable laws and regulations, and agree that you are responsible for compliance with any applicable local laws. If you do not agree with any of these terms, you are prohibited from using or accessing this site. The materials contained in this web site are protected by applicable copyright and trade mark law.

2 - USE LICENSE

  1. Permission is granted to temporarily download one copy of the materials (information or software) on Custom Everything Inc.'s web site for personal, non-commercial transitory viewing only. This is the grant of a license, not a transfer of title, and under this license you may not:
    1. modify or copy the materials;
    2. use the materials for any commercial purpose, or for any public display (commercial or non-commercial);
    3. attempt to decompile or reverse engineer any software contained on Custom Everything Inc.'s web site;
    4. remove any copyright or other proprietary notations from the materials; or
    5. transfer the materials to another person or "mirror" the materials on any other server.
  2. This license shall automatically terminate if you violate any of these restrictions and may be terminated by Custom Everything Inc. at any time. Upon terminating your viewing of these materials or upon the termination of this license, you must destroy any downloaded materials in your possession whether in electronic or printed format.

3 - DISCLAIMER

  1. The materials on Custom Everything Inc.'s web site are provided "as is". Custom Everything Inc. makes no warranties, expressed or implied, and hereby disclaims and negates all other warranties, including without limitation, implied warranties or conditions of merchantability, fitness for a particular purpose, or non-infringement of intellectual property or other violation of rights. Further, Custom Everything Inc. does not warrant or make any representations concerning the accuracy, likely results, or reliability of the use of the materials on its Internet web site or otherwise relating to such materials or on any sites linked to this site.

4 - LIMITATIONS

In no event shall Custom Everything Inc. or its suppliers be liable for any damages (including, without limitation, damages for loss of data or profit, or due to business interruption,) arising out of the use or inability to use the materials on Custom Everything Inc.'s Internet site, even if Custom Everything Inc. or a Custom Everything Inc. authorized representative has been notified orally or in writing of the possibility of such damage. Because some jurisdictions do not allow limitations on implied warranties, or limitations of liability for consequential or incidental damages, these limitations may not apply to you.

5 - REVISIONS AND ERRATA

The materials appearing on Custom Everything Inc.'s web site could include technical, typographical, or photographic errors. Custom Everything Inc. does not warrant that any of the materials on its web site are accurate, complete, or current. Custom Everything Inc. may make changes to the materials contained on its web site at any time without notice. Custom Everything Inc. does not, however, make any commitment to update the materials.

6 - LINKS

Custom Everything Inc. has not reviewed all of the sites linked to its Internet web site and is not responsible for the contents of any such linked site. The inclusion of any link does not imply endorsement by Custom Everything Inc. of the site. Use of any such linked web site is at the user's own risk.

7 - SITE TERMS OF USE MODIFICATIONS

Custom Everything Inc. may revise these terms of use for its web site at any time without notice. By using this web site you are agreeing to be bound by the then current version of these Terms and Conditions of Use.

8 - GOVERNING LAW

Any claim relating to Custom Everything Inc.'s web site shall be governed by the laws of the State of Alaska without regard to its conflict of law provisions.

General Terms and Conditions applicable to Use of a Web Site.

Terms and Conditions