Before choosing us...
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What does “115” stand for?
“115” stands for “1 hour, 1 hour and 5 business days”.
For customized products, it usually takes long to communicate the requirements, approve the digital art work and get a quote with a confirmed delivery date. For most orders, our highly efficient team can provide our customers a quote and a confirmed delivery date within 1 hour. Our experienced in-house graphic designers can provide digital artwork for free within 1 hour after the customer has accepted a quote. Once the order is confirmed, our reliable manufacturers and couriers can deliver to our customers in the U.S. and Canada within 5 business days. (Yes, wherever you are, from east coast to west coast). Exceptions can occur for orders with special requirements, huge quantities or delivery to remote areas. Please check the product pages or contact our sales team to confirm the delivery date for your order.
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What is your “On Time Or Money Back” policy?
We take great pride in our “On Time Or Money Back” policy! There will be a guaranteed delivery date provided on each confirmed order. We promise your order will be delivered by courier (FedEx, UPS or DHL) on or before the guaranteed date. If your order is late by even 1 business day, we promise a 100% refund of your order and you keep the product for free. Please note that we can only guarantee the local courier will "attempt to deliver" on or before the guaranteed date. We can not guarantee delivery under unexpected circumstances (undeliverable address, customer not available, etc.). We do not accept P.O. box or APO/FPO addresses as delivery addresses.
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Could you please clarify the estimated delivery date and guaranteed delivery date?
On each confirmed order there are 2 dates provided – estimated delivery date and guaranteed delivery date. For our customers in both the U.S. and Canada, after the order and artwork is confirmed, in most cases, you will receive your order within the estimated delivery date. The guaranteed delivery date is the estimated delivery date plus 2 business days. The guaranteed delivery date is applicable to our “On Time or Money Back” policy.
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How long does it take to receive the refund?
Usually you will receive the refund within 2-5 business days.
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Is there any hidden fee besides the prices you listed in the pricing table?
115PRO.com has absolutely transparent pricing policies. The prices in our pricing table are final (sales tax may be charged in some areas). We don't charge any extra fees for setting up, artwork conversion, rush production, shipping, etc. We sometimes have promotional discount offers for return customers.
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Where are you located? Where are your products manufactured?
115PRO USA and 115PRO Canada (business licenses) are two separate legal entities located in New Jersey and Montreal area (nous proposons egalement le service en français) to deal with businesses across the U.S. and Canada respectively. Our call center is in Montreal area. Our products are manufactured by our overseas factories. We are domestic companies and our customers will not be required to pay any import taxes or duties.
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What’s the minimum quantity of order?
There is a minimum order quantity for each type of products. Please refer to the product pages for details. Please refer to the pricing table on each product page. The minimum order quantity is listed in the first row.
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What methods of payment do you accept?
We accept PayPal, bank-to-bank transfer, all major credit cards including Visa, MasterCard and American Express. Unfortunately, we do not accept personal checks.
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How do I select the products that best suit my needs?
Please refer to the comparison tables to learn more about each type of products. If you need further assistance, please contact us via email, telephone or live chat.
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Why can't I edit artwork online? How to submit artwork ?
Creating artwork for printing and making sure it meets all the technical requirements could be challenging and confusing. Why should our customers waste time on this? We have professional designers to take care of this process for you. You don’t need to edit artwork online. Simply explain your idea, provide us with your logo or font and specify the size and color of your texts via email. Our designers will get back to you as quickly as possible, typically within ONE HOUR, with professionally crafted artwork in vector format for printing. The design is totally free of charge with unlimited revisions until you are completely satisfied.
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What kind of font can I use? What kind of artwork format should I provide?
You can use any font in your design. If it is a proprietary font, please provide the font file (.ttf or .otf) via email. Generally, the artwork should be in vector format (.ai, .pdf, .svg, etc.). If you don't have it in vector format, our designers will help to convert the artwork to vector format for free with certain technical constraints. In cases where raster format (.bmp, .jpg, .psd, .png, etc.) is acceptable for certain type of printing (dye sublimation), please provide file of minimal 300dpi. If you are not sure whether your files are eligible, just send them our way, we will let you know.
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What is a confirmed order?
A confirmed order is an order with an accepted quote, an approved artwork and a confirmed payment. The delivery guarantee date will start from when the order is confirmed.
Learn more before placing an order…
After placing an order…
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Can I cancel or change my order?
You may cancel or change your order by 7PM East Time the day we receive a confirmed order. Then it will go into production. Unfortunately, due to the nature of customized products, we are not able to cancel or modify orders once the orders go into production.
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There are several invoices that come along with the package. Which one is the official receipt?
Please ignore all the shipping invoices. The E-receipt that we send you via email is the official receipt.
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What if there is a quality issue with my received order?
Customer satisfaction is our top priority. In the event of a manufacturer’s defect, we will take full responsibility. Please contact our customer service team for details.
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I'm happy with your product and would like to place an order again. Do I have to re-send all the information and/or documents that have already provided to you?
We will keep your information and documents safely (see privacy policy). You don't have to provide us with the same information or documents again as a return customer. However, please save your customer reference number so that we can easily retrieve your file. In addition, we will provide discount for a return customer with certain conditions.
