Frequently Asked Questions

Orders are only accepted from qualified promotional products distributors. For tax reasons, third party billing is not permitted.
Log in or create an account to order online. Your account details will need verified before you are able to use your account.
All emailed orders must be sent to [email protected] in the form of a PDF attachment. Your complete purchase order number as generated on your PO form must be placed in the subject line of both your order and art emails. Failure to include your PO number or providing any formats other than pdf may result in processing delays. We designed the perfect PO form to save you time when filling out your order info.
View or Download Perfect PO Checklist

What are the artwork requirements?

If a specific size is indicated on your purchase order, we will determine the most appropriate size for your imprint. If no imprint area is indicated, we reserve the right to decorate in the area most suitable for the artwork and method specified.
Artwork Requirements
Decorating Method Accepted Artwork Files Additional Information
Embroidery Tajima DST files, Wilcom EMB files If digitizing is needed, please send in an acceptable file for all other methods.  If a digitized file is provided, the setup fee is 50% off standard setup.  Please note: Apparel products have different digitizing requirements than bags and other items. Existing files may need to be re-digitized.
Transfer, Digital Color Print, Digital Inkjet, and Domes Adobe Illustrator (AI) file, vector format with all text converted to outlines. Please save as .eps or native .ai file. If a placed/imported Adobe® Photoshop type image (raster graphics like JPG, TIFF, PNG, PSD, etc.) is necessary, that original file should be included. The file must be at least 300 dpi resolution and the art to size or larger. There may be restrictions if artwork is too complex.
All other methods AI file, vector format with all text converted to outlines. Please save as .eps or .ai file. Unsupported Art File Formats: QuarkXPress, PageMaker®, InDesign, Freehand®, Microsoft® Office (Word, PowerPoint, and Excel) will also not be recognized through the art acceptance process.
Note: Artwork clean-up, touch-ups, typesetting or resizing is free, but is not available on SureShip® orders.
PMS Color Matching
Color matching is available at no cost. However PMS matching is not guaranteed on dark-colored items or stainless steel and is not available for any four-color process method.
Artwork on File
Artwork is kept on file for up to 18 months. Re-orders must contain the customer number, PO number, and/or PCNA order number plus a copy of the artwork to ensure the correct artwork is pulled. Artwork CANNOT be transferred from one distributor's file to another without written permission from the original distributor. Art files greater than 18 months must be resubmitted and are subject to a new set-up fee.
Artwork return requests
Artwork will be returned upon written request after completion of order and payment of invoice. Written requests may be made via mail, fax, or email. Requests on purchase orders will not be processed. Distributor is responsible for postage and/or freight changes. Any deboss dies returned to customers are not eligible to be sent back for a future order. A new die will be required.
View or download detailed decoration pricing guide. 
All imprinted orders require minimum quantities as listed throughout the catalog. Less than minimum orders are accepted on most orders for an additional charge. Less than minimums are not available for select items.
We are committed to ensuring inventory availability on every one of our products. So the item you want is available when you need it. In the unlikely event that we lack inventory to support your order, we will work with you to find a solution. From the tried and true to the innovative and unique, we have products for every promotional application. And we promise that, when you need them, we’ll have them.
We must receive your proof approval and shipping information before production commences. Once approval is received, any changes to an order may incur additional costs and production time. The following proofs are available:
MyPromoProof.com -A virtual approval system that allows you to view proofs online at no charge. -You can approve, approve with changes, or reject your proofs. -Easily convert your proof to a custom PDF proof file that can be e-mailed to your end user.
Paper Proof (only if requested) -First paper proof is free. Additional paper proofs, available upon request at a cost.
Product Proof -Product proof requests add 3 days to standard lead time. -All item & shipping and handling costs apply. -A Product Proof will ship via overnight service. -Depending on order size and imprint type, we may require a product proof.
After receiving your order, we will send you an Order Acknowledgement. Please read carefully and contact the factory immediately if corrections and/or changes are necessary. All changes must be confirmed in writing.
Ordering blanks on our website is easy! Pricing is on our website, but End Quantity Pricing (EQP) is not available for blank products. Any blank order received by 5 PM EST can ship the next business day if specified on the order.
Please note that blank product is not available for the retail brand Herschel and JournalBooks Reveal, Clearport, Graphic Wrap and Graphic Page items.
You can order randomly decorated or blank samples as well as create online virtuals from PCNA.com as a logged in user.
Create lifelike virtuals in just a few clicks! It’s easy when you’re signed into your PCNA.com account.
Yes, PCNA offers graphic and design services through our Graphics Lab. Give your artwork a fresh new look with a custom design from our Graphics Lab team.
$62.48 [G] Service includes one design and up to two revisions. More than two revisions will incur an additional charge. Pre-sale orders will be invoiced as spec samples. For more information, contact your representative or customer service at 800-860-1555.
Blank samples are available on most products and can be purchased at 25% off EQP for all customers. Blank samples up to $10.00 (Z) EQP will be at no charge when ordered on our website using a third-party carrier. Sample orders may not be split. Limit of three per item number. Flat rate shipping is available for sample orders under quantity of five and is charged by FOB. Sample orders received by 4 PM EST (for U.S. destinations) and 2 PM EST (for Canadian destinations) will ship same business day if shipped using flat rate. If using other ship methods or UPS third party account, the sample order will ship the next business day. Please provide a third-party shipper number for direct freight billing. If a shipper number is not provided, we will invoice for the applicable shipping charges. Sample orders will ship UPS ground unless otherwise requested. Most can ship next day. Blank samples are non-returnable. Blank samples are not available for some Retail Brands. Any power banks or items containing hazardous materials will ship next day. Learn more about flat rate shipping for sample orders.
Spec samples include a specific logo, decoration method and location. These can be purchased at 25% off catalog EQP for the product. These items are non-returnable. Full setup and running charges apply. Limit of three per item number. Spec samples are available for up to 5 items (maximum of 3 pieces per item). Spec samples are not available for SureShip®. Lead time on spec samples for JournalBooks Reveal, Frame, Clearview, Graphic Wrap, and Graphic Page journals are 9 business days from approval, FOB Charlotte. Spec samples are not available on direct process and offset printed items.
Self-promotions can be purchased at standard decorated order pricing for the product. Full setup and running charges apply. These items are non-returnable. Limit of middle-column quantity per item number. Due to increased seasonal demand, self-promotion orders are not available the final two months of the year. Additional restrictions may apply on new items. Self-promotion discount only applies to the specific piece that is decorated with the distributor's name or logo only. The addition of other imprinted logos or names to the product will disqualify it from receiving any discount. In the case of multiple items on one order; only the items with the distributor name or logo are eligible for the self-promotion discount. Clearance items are not available for self-promotion.
General lead time information can be found below. For our current lead times, view our lead times page.
1-Day SureShip®
  • Next day turnaround is available on orders received by midnight (EST) and is subject to a $50 (G) fee. See the SureShip page for additional requirements
  • No paper proof requests
  • No less-than-minimum orders
  • Beginning of 5th column maximum quantity
3-Days
  • Add 1 day for paper proof requests
  • No special handling (e.g. drop shipments, insertions, etc)
  • Less-than-minimum orders accepted (fees apply)
  • Beginning of 5th column maximum quantity
  • Subject to a $50 (G) rush fee
5-Days
  • Special handling requests (fees apply)
  • Beginning of 5th column maximum quantity
6+ Extended
  • Quantities at or above 5th column
  • Product proof requests
  • Unique special handling requests
Note: If your order is needed sooner for an event date, please note the event date on your purchase order and we will do everything possible to support your request. Rush fees apply.
Drop-shipment charges apply for each additional location per release, plus freight costs. Drop-ship addresses must be received at the time of order receipt. If there are more than 10 drop-shipment addresses, you must provide addresses electronically via e-mail attachment with a purchase order reference in the subject line. SureShip® orders are limited to 10 drop ship addresses. Call for lead times for requests for over 50 locations. For your convenience, we offer a template for download. Drop-ship Address Template
Yes. Third party orders will be assessed per-order handling fee. If you provide us with an account number for shipping, or designate a specific carrier, you assume responsibility for the shipment from the time the order is ready for pickup. You can add a freight account and specify shipping carrier during checkout on PCNA.com.
Additional charges and lead-time may apply for special handling such as palletizing, using custom mailing labels, and special packaging requirements. Please call for lead times. Any labels or packaging must be sent to us prior to production and reference your purchase order number, company name, contact name and phone number. Special shipping instructions notes can be added during checkout on PCNA.com.
Yes, we can add inserts to orders. Please call for lead times if insertions/attachments are requested. Insertion instructions must be noted on your purchase order. When requesting label attachments, printed labels must be provided to us. Production will not begin until customer-supplied inserts/ attachments are received. Orders above catalog quantity will require additional lead time. Leed’s items will be inserted into other Leed’s items free of charge, such as pens into padfolios, however instructions must be provided on your purchase order.
If you provide the files, we’ll upload them to the memory item you want, decorate it, and ship it. View Details
Create a gift that makes a big impression! Our Perfectly Packaged™ service includes decorative packaging and custom branding options that make gifts feel more personal. Perfectly Packaged™ also includes unlimited drop shipments, making it easy to deliver gifts directly to the offices or homes of gift recipients — a great option for virtual events, employee gifts and more. Learn More
View or download our detailed decoration pricing guide. Learn More
For U.S. domestic shipping quotes, UPS is our standard carrier. When your order ships, you'll receive an Advance Shipping Notice with a tracking number. See below for specific shipping details.
International Shipments (Including Canada)
FOB New Kensington, Pennsylvania, FOB Charlotte, NC (JournalBooks Reveal, Frame, Clearview, Graphic Wrap, Graphic Page). Catalog prices do not include duties, taxes or broker fees. These fees will be prepaid and added to your invoice (free domicile) provided we are shipping your order and billing you for the freight. You will be billed for these fees on your original invoice, if possible. If not, you will receive notification on your original invoice that charges will follow, and they will be billed within 60 days. Export documents will reflect customer purchase price and will be provided at no additional cost.
If you wish to specify a carrier and account number for an international shipment, you will be responsible for customs clearance and ultimate delivery of shipment, as well as for duties, taxes, and broker fees. You must provide broker name, address and phone number with your order.  If you are shipping to Canada under your carrier account number and you are not shipping under your NRI# (Non-residential importer number), Canadian Customs has the right to contact the receiving party to request payment of duties and taxes prior to clearance.
customer pick up
Pickup hours are between 8:00AM EST and 8:00PM EST on regularly scheduled business days. Contact information for the party picking up the order must be provided in the shipping instructions of the order. When the order is completed, we will call the pickup contact to schedule the pickup time and location. If billing information is not provided to us, you will be required to provide your own bill of lading.

LEEDS SHIPMENTS WITHIN THE UNITED STATES FOB New Kensington, Pennsylvania FOB Charlotte, NC (JournalBooks Reveal, Frame, Clearview, Graphic Wrap, Graphic Page) SHIPMENTS WITHIN CANADA FOB Toronto, Ontario, Canada providing that ground and expedited services will ship via our designated carrier as prepay (no third party billing, no customer-specified carriers). To arrange for pickup of the shipment, or specify a carrier and account number, one business day must be added to the ship date for FOB Toronto. If you cannot add the additional business day, the order will ship FOB New Kensington. INTERNATIONAL SHIPMENTS (INCLUDING CANADA) FOB New Kensington, Pennsylvania, FOB Charlotte, NC (JournalBooks Reveal, Frame, Clearview, Graphic Wrap, Graphic Page). Catalog prices do not include duties, taxes or broker fees. These fees will be prepaid and added to your invoice (free domicile) provided we are shipping your order and billing you for the freight. You will be billed for these fees on your original invoice, if possible. If not, you will receive notification on your original invoice that charges will follow, and they will be billed within 60 days. Export documents will reflect customer purchase price and will be provided at no additional cost. If you wish to specify a carrier and account number for an international shipment, you will be responsible for customs clearance and ultimate delivery of shipment, as well as for duties, taxes, and broker fees. You must provide broker name, address and phone number with your order. If you are shipping to Canada under your carrier account number and you are not shipping under your NRI# (Non-residential importer number), Canadian Customs has the right to contact the receiving party to request payment of duties and taxes prior to clearance.
BULLET SHIPMENTS WITHIN THE UNITED STATES FOB Miami, FL FOB Cranston, RI (All sublimated items) FOB Eau Claire, WI (HL dental care items) FOB Cedar Rapids, IA (Health and Beauty) FOB Tampa, FL (Health and Beauty) FOB Florence, KY (All other HL items) SHIPMENTS WITHIN CANADA FOB Toronto, Ontario, Canada providing that ground and expedited services will ship via our designated carrier as prepay (no third party billing, no customer-specified carriers). To arrange for pickup of the shipment, or specify a carrier and account number, one business day must be added to the ship date for FOB Toronto. If you cannot add the additional business day, the order will ship FOB Hialeah INTERNATIONAL SHIPMENTS (INCLUDING CANADA) See product info for export restrictions of Health and Beauty products from all locations. Catalog prices do not include duties, taxes or broker fees. These fees will be prepaid and added to your invoice (free domicile) provided we are shipping your order and billing you for the freight. You will be billed for these fees on your original invoice, if possible. If not, you will receive notification on your original invoice that charges will follow, and they will be billed within 60 days. Export documents will reflect customer purchase price and will be provided at no additional cost. If you wish to specify a carrier and account number for an international shipment, you will be responsible for customs clearance and ultimate delivery of shipment, as well as for duties, taxes, and broker fees. You must provide broker name, address and phone number with your order. If you are shipping to Canada under your carrier account number and you are not shipping under your NRI# (Non-residential importer number), Canadian Customs has the right to contact the receiving party to request payment of duties and taxes prior to clearance.
TRIMARK THIRD-PARTY AND CUSTOMER DESIGNATED SHIPPERS Third party orders will be assessed a per-order handling fee. If you provide us with an account number for shipping, or designate a specific carrier, you assume responsibility for the shipment from the time the order is ready for pickup.
Weights on the website are approximations based on ground shipping. Shipping weights for items packed in oversized boxes may vary greatly from actual shipping weight. Variances may occur from product density, packaging and dimensional shipping weight. Dimensional weight qualifying shipments will be billed accordingly. PCNA is not responsible for differences in final freight charges versus quoted estimates.
Exporting goods to foreign markets is complex, and requirements vary by country. If you intend to export your order, our shipping department can handle the arrangements for your shipment and advise if there are any issues that might affect its import at your intended destination. However, due to the legal complexities surrounding international shipments, we are not permitted to provide any export documentation should you or your agent handle the export logistics.
We're proud to ship orders using UPS® carbon neutral, an option that supports projects to offset the emissions of your shipment's transport. With environmental projects ranging from reforestation and wastewater treatment to landfill gas destruction, UPS® carbon neutral is another way we can all work together to make a difference.
LEEDS
Pickup hours are between 8:00AM EST and 8:00PM EST on regularly scheduled business days. Contact information for the party picking up the order must be provided in the shipping instructions of the order. When the order is completed, we will call the pickup contact to schedule the pickup time and location. If billing information is not provided to us, you will be required to provide your own bill of lading.
BULLET
Pickup hours are between 9:00AM EST and 5:00PM EST on regularly scheduled business days. Customer pickup is available in Miami, FL and Florence, KY for items decorated in these locations. Your order will be available for onsite customer and/or third party scheduled trucking pick-up the next business day after the specified ship date (i.e. plus 1 day) unless special arrangements are made with the factory. Contact factory prior to pickup to ensure your order is ready. Customer pickup is not available for FOB points outside of Miami, FL & Florence, KY.
TRIMARK
Pickup hours are between 8:00AM EST and 8:00PM EST on regularly scheduled business days. Contact information for the party picking up the order must be provided in the shipping instructions of the order. When the order is completed, we will call the pickup contact to schedule the pickup time and location. If billing information is not provided to us, you will be required to provide your own bill of lading.
Orders above $5,000 that are cancelled after 30 days are subject to a 20% cancellation fee. Orders cannot be cancelled after production has begun. Charges will still apply to any product proofs received prior to order cancellation.
Prior to return, all merchandise requires specific return authorization from the factory and must be made within 60 days of invoice date in order to be eligible for credit. First quality blank returns are subject to a 20% restocking fee.