FAQ | Personalized Koozies Imprinted with your Logo

General Information
+ Contact Us
Totally Promotional

Phone (toll free): 1-866-204-9462

Phone (local): 567-890-6031

FAX: 419-586-6589

email: Customer Service
+ Privacy and Security Policy
Our Commitment to Privacy and Security:

Your privacy is very important to us and our commitment to you applies to all information collected or submitted on any of the Totally Promotional websites.

The information you provide about yourself when placing an order is used only to complete that order. We do not share this information with outside parties except to the extent necessary to complete and ship your order.

Email addresses that you provide are used to correspond with you about your order and are not used for any other purpose nor shared with outside parties.

You must be over 18 years of age to purchase products on any of the Totally Promotional websites. If you are under 18 years old, you must have the permission and accompaniment of an adult.
+ Satisfaction Guarantee
Your satisfaction means everything to us. We stand behind our work with a Total Satisfaction Guarantee.

We are not responsible for incorrect names or text so please make sure your order is correct and without errors. If you have a specific PMS (Pantone®) Color(s), CMYK Value(s) or Artwork that you would like to use, please specify this information under the "Special Artwork Instructions" box on the page where you upload your artwork.

PMS color match and CMYK color match are not guaranteed, but for the closest match, please provide a coated Pantone® Color number.

Your product and imprint will be exactly as you approved them or we will rerun your order, refund your payment or credit your account.
+ Return Policy
We are unable to accept returns on personalized promotional products, except in the case of manufacturing defects. We require that you check your order for defects immediately. There are absolutely no returns after 30 days from the receipt of your order.
Please contact our customer care department in the event you receive defective merchandise. We will work diligently to resolve your issue. We want you to be happy with your product.
+ Promotional Codes and Offers
We make every effort to make our prices the lowest price available and therefore we do not have any coupons at this time.
+ Changes on our site
Prices and availability are subject to change without notice.

Totally Promotional reserves the right to revoke any stated offer and to correct any errors, inaccuracies, or omissions, including after an order has been submitted, whether or not the order has been confirmed and your credit card charged.

If your credit card has already been charged for the purchase and your order is cancelled, Totally Promotional will issue a credit to your credit card account in the amount of the charge. Individual bank policies will dictate when this amount is credited to your account.
+ About Us
Thank you for visiting Totally Promotional, America's number one source for imprinted promotional products. Established in 1993 and located in Northwest Central Ohio in Celina, we process thousands of orders yearly for individuals, small and large companies, organizations, and universities, and local and state governments. Our customer service specialists average almost ten years of service, and many times they can help you zero in on exactly what you are looking for, while explaining issues concerning pricing, artwork, samples, delivery times, and shipping.

Our in-house team of creative art professionals and seventy thousand square-foot graphic design and printing facility are ready to assist you quickly and professionally. Our staff can create original design and logos or re-create and clean up existing artwork.

We will guide you through each step of the order process with great attention to detail and quality, providing computerized quotes, order acknowledgements, art approvals, and shipping acknowledgements that keep you informed of the status of your order. We provide free proofs before we run your order. Random samples are available, and direct import services are also standing-by to save dollars if time allows.

We'll be happy to assist you!
My Order
+ What is the status of my order?
The arrival date of your order is based on a few factors:
The production time chosen. (our production time cutoff is 12:00 pm EST)

The shipping method chosen, as well as your shipping location.

The day and time your proof is approved (production cannot begin until your proof is approved.)
*Please note that production times and shipping times are based on business days.

To check the Status of your Order enter your order number and the email address of the person who placed the order. Your order information and status will be shown.
+ What is production time?
Production is the time it takes to make your product which is based upon business days (Monday through Friday, excluding holidays).
Your artwork proof must be approved and your payment received and processed before 12:00 pm EST. The product details page will provide you will an estimated shipping date based upon the production method you have chosen.
+ How long will it take to produce my order?
On the order page, many of our items have expedited production times to choose from. (production is based upon business days).
Your artwork proof must be approved and payment received and processed before 12:00 pm EST before production will begin.
The product details page will provide you will an estimated shipping date based upon the production method you have chosen.
+ When will I receive a confirmation email?
You will receive at least 4 emails keeping you up to date your order.
The first email you will receive is a confirmation email immediately after placing your order online.
Please note that often times email can get stuck in your junk/ spam folders so please be sure to check those folders if you haven't received your confirmation email.
+ How do I get help?
To chat with a live agent or call our customer service rep at 1-866-204-9462.

To check the Status of your Order enter your order number and the email address of the person who placed the order. Your order information and status will be shown.
+ Can I change the quantity on my order?
You should contact your account representative for any changes to your order. Once your order is in production we may not be able to accommodate your request.
+ How do I pay for my order?
We accept most major credit cards. Credit cards are never charged until you are satisfied with your art proof and are ready to give us the approval to proceed with your order.
+ How can I change my order?
You should contact your account representative for any changes to your order. You can make multiple changes to your order during the proofing stage.
After your order is approved, we may not be able to accommodate your request.
Products
+ If I order today when will I receive my product?
The arrival date of your order is based on a few factors:
The production time chosen. (our production time cutoff is 12:00 pm EST)

The shipping method chosen, as well as your shipping location.

The day and time your proof is approved. (production cannot begin until your proof is approved.)
*Please note that production times and shipping times are based on business days.
To check the Status of your Order enter your order number and the email address of the person who placed the order. Your order information and status will be shown.
+ How do I request a proof?
You must go through the online ordering process in order to receive your proof. You may choose the "Pay Later" option on the checkout page if you do not wish to supply your payment information. Your credit card will not be charged until you approve your proof.

If you place your order on a business day, you should receive your proof on the same day or the following day. If you place your order on the weekend, you should receive your proof within the following 1-2 business days.

After receiving your proof, you will work with your graphic artist to either approve your design or have your graphic artist make any necessary adjustments to your design until you are satisfied. Your credit card will not be charged until you approve your proof.
+ How do I order different can cooler colors?
You can order multiple can cooler colors. The minimum you can order is listed on the product detail page of each item.

To place your order, choose your product and fill out the additional information for your order and proceed with "Add to Cart". On the shopping cart page, you can "Continue Shopping" to add additional colors or products.

There is no additional charge for ordering multiple can cooler colors with the same design and imprint color, and you will receive the price break for the total quantity you are ordering.

Additional charges may apply for ordering different imprint colors.
+ How do I customize the second side of my can cooler?
Some styles of can coolers are customizable on both sides.

To personalize the second side of the can cooler, type your ideas into the "Special Artwork Instructions" text box. Your graphic artist will assist you with your design of the can cooler.

Please note there may be additional charges and longer production times to print on both sides of the can cooler.
+ Are your colors the exact shade as they appear on your website?
Just looking at a computer monitor or printing the color off on a printer will not give you the true PMS color of our products or imprint because all Printers and Computer Monitors are calibrated differently. Do not expect the finished product to look like the colors displayed on your computer monitor.
Reference a PMS book for colors if an exact color is critical and submit PMS colors for us to match if you are trying to achieve a particular color, if you do not submit those, than we will print the file as it was submitted without doing any color matching.
+ Can I have more than 1 imprint color on my can cooler?
We offer a multiple imprint color can cooler here.

We also offer a full color can cooler. Full color can coolers allow for any number of colors, images, and designs around the entire surface area of the can cooler.
+ Can I order blank can coolers?
We offer blank and unsewn can coolers here.
Shipping
+ When will I receive my order?
The arrival date of your order is based on a few factors:
The production time chosen. (our production time cutoff is 12:00 pm EST)

The shipping method chosen, as well as your shipping location.

The day and time your proof is approved (production cannot begin until your proof is approved.)
*Please note that production times and shipping times are based on business days.

To check the Status of your Order enter your order number and the email address of the person who placed the order. Your order information and status will be shown.
+ What is the shipping cost for my order?
The estimated shipping costs will be shown on the first page of your order.

Just click on the can cooler you would like to customize, enter the quantity you would like to order,and enter your zip code. You will then see the various shipping methods and shipping costs available for your order. Please let your account representative know if you have a special method or instructions on your shipping requirements.
+ How is my order shipped?
Our production facilities are located throughout the United States and all orders ship out via ground service, unless an expedited method is chosen or requested to meet an event date. All quoted shipping costs are estimated and may vary.
+ Where will my order ship from?
We have a variety of production facilities that we ship from which are located throughout the United States.
+ Do you ship to Canada?
We can only ship to Canada if you supply us with a UPS account number. Due to International customs and duty fees, we cannot calculate the shipping costs on international orders or guarantee when you will receive your order. We can only guarantee the date the product will ship.
+ How can I change my shipping information?
You should contact your account representative for any changes to your order. Once your order is in production we may not be able to accommodate your request.
+ How can I change the shipping time?
You should contact your account representative for any changes to your order. Once your order is in production we may not be able to accommodate your request.
+ Do you ship to APOs?
We ship throughout the U.S., including military APOs. Due to military requirements and regulations, we cannot guarantee when you will receive your order. We can only guarantee the date the product will ship.
Design and Artwork
+ How do I begin to design my can cooler?
Begin your order by choosing your can cooler, print colors and can cooler colors. Follow the shopping cart and choose a template or upload your own custom artwork file and/or describe to us your design idea in the special artwork instruction box.

File formats accepted: eps, ai, pdf, jpg, and tif. Please send the highest resolution file you have available. If you can't upload it, just email your artwork.

Our account representatives are trained graphic artists who can review and discuss your order requirements with you.
+ How do I request a proof?
You must go through the online ordering process in order to receive your proof. Your credit card will not be charged until you approve your proof.

You should receive your proof within 1-2 business days. After receiving your proof, please let your graphic artist to either approve your design or have your graphic artist make the proper changes to your design until you are satisfied.
+ How do I send in my own artwork design?
You can send in your own design or art to us by either uploading it in the "Upload Artwork Information" section in the product details page of the order form or email us . We accept file formats eps, ai, pdf, jpg, and tif. Please send the highest resolution file you have available.

Please note that customers will be responsible to obtain proper permission for reproduction of logos, trademarks and copyright material.
+ How do I design my second side?
Some styles of can coolers are customizable on both sides.

To personalize the second side of the can cooler, type your ideas into the "Special Artwork Instructions" text box. Your graphic artist will assist you with your design of the can cooler.

Please note there may be additional charges and longer production times to print on both sides of the can cooler..
+ What does imprint mean?
"Imprint" is the design, logo, print, text, or wording that is printed onto your product. Most of our items allow for a one color imprint, however we do have a few items you can imprint multiple colors.

If you have a specific PMS (Pantone®) Color(s), CMYK Value(s) or Artwork that you would like to use, please specify this information under the "Special Artwork Instructions" box on the page where you upload your artwork. We may be able to print your Specified PMS color, however additional charges may apply.
+ What fonts can I choose?
There over 60 fonts to choose from for your design, and you can view our font selection here . However, if you want to use your own font you can upload it in the "Upload Artwork/Additional Information" section on the order form when you go to checkout.

You are not limited to our selection of fonts.
+ Can I use copyrighted or licensed material?
We do not knowingly reproduce copyrighted material and can not accept any liability for copyright infringement for reproducing your order. You are responsible to make sure any of your artwork does not infringe upon others' property. Please note that customers will be responsible to obtain proper permission for reproduction of logos, trademarks and copyright material.
+ Can I get a proof of my can cooler design?
You must go through the online ordering process in order to receive your proof. You will receive a proof within one to two business days. After receiving your proof, you may approve the design or have your graphic artist make the proper changes.

Please note that your credit card is not charged until after you approve your proof and the order goes into production.
+ Can I see my proof in a different color?
You can work with your graphic artist to change the can cooler or the design colors on your proof.

If you have a specific PMS (Pantone®) Color(s), CMYK Value(s) or Artwork that you would like to use, please let the graphic artist know this information.

PMS color match and CMYK color match are not guaranteed, but for the closest match, please provide a coated Pantone® Color number.
+ How can I get help with my artwork?
You can get free expert art advice from one of our trained graphic artists .
+ Can I print in multiple colors?
We offer a multiple imprint color can cooler here.

We also offer a full color sublimated can cooler. Full color can coolers allow for any number of colors, images, and designs around the entire surface area of the can cooler.
+ What is the requirement for my own artwork?
We accept the following file formats: eps, ai, pdf, jpg, and tif. Please send the highest resolution file you have available.

If your art file resolution is too low to convert, your artwork may need to be redrawn, which may incur additional charges (depending on the complexity of the artwork). Converting or redrawing artwork may add additional days to production.
We can typeset text and create simple artwork for free.

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