FAQs – Frequently Asked Questions
Order Process
Production Guidelines
The DIY lanyard Design Configuration Tool
Order Changes, Cancellations and Returns
What is the order process?
A: It is easy and clear as there are steps for you to follow. The process is usually like below:
Standard ID product - Product selection > shipping cart > check out > shipping information > payment > Stock >delivery.
DIY lanyard – Design and create a lanyard > save > check out > shipping information > payment > sampling (if any) > production > delivery
How long does it take for my order to ship?
A: DIY lanyard - Order lead times vary by lanyard styles and quantity. The lead time indicated for the lanyard material and imprinting style within the DIY lanyard reflects the number of required production days. (picture)
It does not include the artwork approval process and shipping transit time which are dependent on factors beyond our control.
Standard Id items – it will depends on stock level. If the item is stock available , the lead time is 3~5 working days after order and payment receipt confirmed.
How can I know if stock is available right now?
A: When you see the fast ship indicator (picture) means the stock is sufficient for 1000pcs. If you have larger demand, please contact our Customer Service Department.
What is the artwork approval process and how long does it take?
A: When we receive a custom order with design elements, our art department will layout the design and imprinting elements in an digital art proof and forward the proof to you for review. This is to ensure that we have correctly captured and interpreted the design aspects of your order. Our turnaround time is within 24 hours per approval cycle and production will not begin until we have received final approval from you.
Can you design a lanyard imprint for me?
A: Sorry that we do not provide design service as it may involve trade mark and property use of logo. Customer should provide us for the imprint file.
How can I submit the file?
A: When you have submitted an order, our Customer Service Department will contact you and ask you for the file. Or you could send us a CD rom.
Can I get a physical sample before approving my order?
A: Samples are available upon request. On very large orders or those with unusual details, we recommend that you work closely with us on the specific requirements. Sometimes this will result in the need for a pre-production sample. While a pre-production sample adds to the overall production time we’ll do our best to accommodate your special requirements. Order with quantity over 1000pcs enjoys 1 free sampling. Second sample or order quantity lowered than 1000pcs would have handling charge USD 60/design. Please call for details and pricing.
Or you could have a similar sample (the lanyard we did for other customer) as quality reference. Although it may be different from yours, it is a fast and free-of-charge solution.
Do you have an overrun or under run policy?
A: We aim to always ship the exact quantity you order. However, due to the nature of the lanyard production process, we reserve the right to ship and invoice +/- 5% of the requested quantity. We are able to make special provisions if you need an exact quantity. Please call for details since an additional charge may apply.
What are my shipping options?
A: We have different shipping options for customer from different regions.
Standard ID items:
Hong Kong user (Traditional Chinese website, HKD) - free delivery for order value > HKD 300; Order value < HKD 300, could select A) free postal service , B) extra HKD 30 for courier service.
China user (Simplified Chinese website, RMB) - free delivery for order value > RMB 300; Order value < RMB 300, extra RMB 15 for courier service.
Overseas user (English website, USD) – Ex-work Hong Kong only. Customer may provide courier account for us to arrange delivery to your place. Or we could check for you.
DIY lanyard items:
Hong Kong user (Traditional Chinese website, HKD) - free delivery for all orders
China user (Simplified Chinese website, RMB) - free delivery for all orders
Overseas user (English website, USD) – Ex-work Hong Kong only. Customer may provide courier account for us to arrange delivery to your place. Or we could check for you.
You are encouraged to decide on the best delivery options based on lead time and cost considerations.
A: Silk-screen imprinting is a method of transferring ink onto a fabric surface through the designs outlined in a fine mesh screen. This method produces very good to exceptional quality yet is the most economical due to its simplicity. Advances in screen printing have made it possible to create depth and gloss through additional ink application passes, rendering high-quality, decal-like results.
(picture)
A: Dye-sublimation is a method of transferring ink onto a fabric surface using special heat-sensitive transfer paper and equipment. Through the precise application of heat, ink colors embedded in the paper are vaporized and solidify within the fabric as they cool. This method allows for a wide array of colors, detailed resolution and edge-to-edge printing. Since the ink infuses the lanyard fabric it is also less likely to crack, fade or become distorted over time.
(picture)
A: Woven-in is a method of integrating the design into the fabric as the lanyard is being weaved. This method allows for text, designs, and logos to actually become part of the fabric since each color thread is weaved to follow the design patterns, resulting in an extremely durable finish.
(picture)
What is continuous printing?
A: Continuous printing is a method in which the image is repeated in a continuous string along the entire length of the fabric. Unless otherwise requested, designs are continuously printed.
What types of materials are available?
A: We offer several lanyard materials as standard options. Please call if you don’t see what you need.
Flat Polyester: High quality polyester in tightly weaved lines is ideal for silk-screening and dye-sublimation imprinting. The most versatile and popular material for producing custom imprints.
What are the standard length and the maximum imprinting area?
A: Lanyards are cut to a standard length of 36 inches (~900mm) when measured end-to-end before any finishing work is done. If you need a special length please contact us to discuss your requirements.
The following are the available widths and associated imprinting areas.
Silk-screen continuous print
3/8” (10mm) 18 ½” x 1/4” (470 x 6mm)
5/8” (16mm) 18 ½” x 7/16” (470 x 11mm)
3/4” (19mm) 18 ½” x 9/16” (470 x 14mm)
1” (25mm) 18 ½” x 11/16” (470 x 17mm)
Dye-sublimated continuous print
3/8” (10mm) 17” x 1/4” (432 x 6mm)
5/8” (16mm) 17” x 7/16” (432 x 11mm)
3/4” (19mm) 17” x 9/16” (432 x 14mm)
1” (25mm) 17” x 11/16” (432 x 17mm)
What are color and artwork specifications?
A: We use the widely accepted Pantone “C” color Matching System (PMS) as our standard and can accommodate art files in a number of file formats. As a result, we can usually closely replicate your design.
We offer some popular PMS colors as standard with no extra cost but can also match any Pantone PMS color that is not included in the standard selection. (Note that a Pantone color match charge may apply.) Metallic colors are not available on dye sublimated lanyards.
Modifications to artwork, if required, will be quoted on a per order basis. Sorry, but we cannot accept photocopied or faxed art files. The following computer file formats are acceptable:
Adobe Illustrator CS2 or earlier versions: All fonts must be converted to “OUTLINES” and saved as an .ai or .eps file.
All files should have a minimum of 150 dpi or higher resolution.
NOTE: Logos from websites do not print well and are not acceptable.
Files may be submitted in one of the following methods:
Via email as an attachment
CD-Rom
Please notice that color is very subjective to everyone. We will provide the closest matching with +/- 5% tolerance.
The DIY lanyard Design Configuration Tool
Why are some selections grayed out but not others?
A: Our exclusive DIY lanyard is an interactive tool designed to only display items that are available based on your delivery time and quantity requirements. Selection choices that are grayed out indicate that these options are not available for the design elements selected. While our lanyard offering is robust, not every option is appropriate for every style so we’ve built this tool with the intelligence to help simplify the order process. However, if you prefer a custom configuration not available through the DIY lanyard we can assist you! We have hundreds of attachments and alternative solutions available. Call or email us and we’ll gladly help.
What is meant by minimum order quantity , MOQ?
A: The minimum order quantity ,MOQ, is the smallest quantity available by style. We offer as few as 100 pieces on selected styles. However all lanyard styles are available starting with a minimum order quantity of 1,000 pieces.
What should I do if I want to make changes to my design selections?
A: Before adding your customized lanyard to the shopping cart, you can change or update your selections by clicking on the (Previous Step) or (Next Step) buttons at the bottom of the design pages or by clicking any of the section tabs along the left side of the tool. No additional changes can be made once you add your lanyard to the shopping cart. However, you can easily recreate your work using our easy-to-use design tool and remove the previous order item from the shopping cart.
Why doesn’t my logo or art file render correctly on the layout display panel?
A: Our display panel is designed to render your artwork in the exact format that it was uploaded. If your artwork was not previously cropped with a transparent background, it may not overlay correctly on the display panel. Our digital proofing process and your approval cycle are methods to ensure that what you see is exactly what you’ll receive and why we specify requirements for acceptable file formats.
What if I don’t see an option I want?
A: If you prefer a custom configuration not available through the DIY lanyard it does not mean we don’t offer it. We can help! We stock hundreds of attachments and have numerous alternative solutions that simply would overwhelm the decision process if included in our interactive design tool. Call or email us and we’ll gladly help or recommend the right solution to fit your need. Send us an
inquiry or contact our Customer Service Department.
Order Changes, Cancellations and Returns
How can I make a change to my order after it’s been submitted?
A: Our efficient scheduling and manufacturing methods usually mean that production begins immediately after artwork approval. However, if production of your order hasn’t yet begun we may be able to make changes without charging a fee. For custom lanyards, you will have an opportunity to update your requirements before the artwork approval process is finalized. For stock items, we typically ship the same or next day after payment received. Please be sure to contact us as soon as possible should a change occur.
What happens if I need to cancel my order?
A: Customized products cannot be resold therefore cancellations may be subject to a charge to compensate for any costs incurred prior to cancellation, such as: artwork redesign, setup fees, printing plates, etc. Please be sure to contact us as soon as possible should a change occur. Non-customized products may be cancelled subject to a 20% restocking fee and return freight costs.
What’s your policy on merchandise returns?
A: We do our best to ensure that what you order is what you receive. Unfortunately we cannot accept returns of custom-printed products unless there is a manufacturing error so we encourage you to carefully review artwork proofs before accepting responsibility. In the event of defect claims, we require inspection of defective product samples prior to determining issuance of credit or refund.
Stock products (non-customized) can be returned within 30 days of purchase for refund or exchange. If the return is a result of customer error, a 20% restocking fee may apply. No restocking fee will apply if the product is deemed defective or was shipped incorrectly from our factory. All returns must be authorized. Please call our Customer Service Department to obtain a valid RMA number and return shipping instructions. Returns without an RMA number may be lost or not properly received by us and therefore may not be credited to your account.
