Frequently Asked Questions

WHAT STEPS ARE INVOLVED IN PLACING AN ORDER?
Once we have had the opportunity to discuss your project requirements we will provide options to choose from along with a quote. Once an item(s) has been selected we will send you a Sales Order Confirmation as well as a payment form outlining the methods of payment. On orders that require a 50% deposit we accept VIsa, MasterCard, American Express and Cheque. When deposits are required we will will await the deposit before we begin processing the order. Artwork can be submitted for proofing at any time after deposit, or if you have terms, art proofing can begin as soon as we receive the approval to proceed. Orders will go into production 24 hours after we recieve approval of the art proof. Standard production times are 7-10 business days plus shipping. Your Branding Solutions Specialist will send you a tracking number once the order has shipped.  

WHAT FORMAT DOES ARTWORK NEED TO BE IN? 
Art should be in either an .ai or .eps file with all text converted to outlines. If you’re not sure about what format your art is in, you can send it to us to verify.  If you require artwork development, we can help you. Depending on the complexity, we may charge a minimal fee, but we will let you know of the charges before we proceed. NT_File_Format_Guidelines.pdf

HOW CAN I SEND MY ARTFILES? 
Art files up to 10 MB can be emailed, while larger files can be compressed before emailing. We also have a YOUSENDIT account available for client use. Please email your sales representative for the username and password.

WHEN WILL I BE BILLED? 
We will send you a payment authorization form to fill out with your order confirmation which you will submit when you approve the order to proceed. At that time, depending on the size of your order, a 50% deposit may be required. if a deposit is not required (Term accounts Net 15, Net 30, Net 45, Net 60) we will process the payment once your order ships.

WHAT METHODS OF PAYMENT DO YOU ACCEPT? 
We accept Visa, MasterCard, Amex, Cheque or Cash.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER
Time frames mostly depend on the product being ordered and the quantity. The average delivery time for the majority of products is less than three weeks from confirmation of order and art approval. Once your order has been processed your Branding Solutions Specialist will provide an aprox ETA. Once the order has shipped a tracking number will be emailed to you.

ARE OTHER PRODUCTS AVAILABLE OTHER THAN WHAT WE CAN SEE IN THE ON LINE CATALOGUES?
We have many, many items not featured on our website. Our product offerings evolve constantly to reflect the newest and most popular trends in promotional marketing. If you cannot find what you want online, send us an email or give us a call. We’ll be happy to help you find exactly what you’re looking for.

WHAT ARE SCREEN CHARGES, PLATE CHARGES AND SET UP CHARGES?
These are industry standard charges for the set-up of specific printing equipment used to produce your imprinted products. Plastic pens, apparel and many advertising specialty items use a screen printing process. Vinyl and leather products require a metal plate to deboss your logo. Laser engraving is a computerized process that requires specific programming to set-up each order. Each process is different and the set up charges will vary from product to product.

CAN I ORDER LESS THAN THE MINIMIUM QUANTITY? 
As a rule, the minimum quantities are established by our factories’ production restrictions and therefore cannot be changed. Certain items, however, can be ordered at less than the minimum quantity for an additional charge. These items are usually indicated and the additional charges noted, if it isn’t noted there is no harm in asking!

WHAT ARE OVER/UNDER RUNS?
We try to produce your order in the quantity specified, but the factories reserve the right to ship and bill up to 10% over or under the desired quantity due to imprinting methods.

CAN I ORDER BLANK ITEMS WITH NO BRANDING?
You may order blank items, no problem!

CAN NORTH TREK PROVIDE SOME OPTIONS IF I DONT HAVE A PRODUCT IN MIND? 
Of course! Please call us at 1-888-660 4668 and we will happily help you find the perfect product.

IF I CANT FIND WHAT I AM LOOKING FOR, CAN NORTH TREK HAVE IT CUSTOM MADE?
Our team can create a custom product from A to Z or work on an existing idea to fit any marketing project.  The minimum quantities are higher for custom items and usually have longer production schedules but it can be done. Take advantage of our creativity to produce a unique give-away that makes your company stand out from the crowd.