These FAQs are designed to provide a better understanding of IMS Branded Solutions policies. Get quick answers about placing your order, pricing & artwork, delivery and custom quotes. Our goal is to make the process easy and streamlined, from ordering to delivery to payment. If you have any questions about IMS that are not covered here or elsewhere on our website, please email

Preorder Questions

What If I Cant’ Find A Product Online?

Rather than list every available item, over 1,000,000 and counting, our online catalog offers a broad selection for everyone to peruse. If you do not see what you are looking for, please call us immediately at 319-365-7159 or 866-201-LOGO and one of our Brand Specialist can discuss your options.

Can I See A Proof Of My Custom Print or Embroidery Order?

IMS Branded Solutions will provide you with a free hi-resolution digital mockup of your item. Sampling is available for an additional fee.

What Is Your Sample Policy?

We will be happy to provide you with samples of items you might wish to order. You will be charged for shipping and for any sample over $5. Should you place an order for the items in question within 30 days, the sample charge can be credited to your final invoice. If you have a UPS or FedEx account number you would like to use, shipping can be charged to your account directly.

I Don’t Have A Logo Or Design Can IMS Help?

Yes our graphic design team can develop and create custom graphics, make changes to existing art, or help you step by step to create your own logo in our Custom Design Studio.

What Brands Of Apparel Does IMS Offer?

We have available most of the major brands including: Hanes, Anvil, Delta, Gildan, District Threads, Canvas, Bella, Fruit of the Loom, Jerzees, Ogio, Nike, Ping, Carhartt, IZOD, Adidas, American Apparel and everything in between. Please see our catalogs for a complete list of what we have to offer.

What Is Your Payment Policy?

First time orders must be prepaid with credit card or check. Credit cards accepted: mastercard, VISA or Discover. Terms are net 30 days with approved credit. Late payments will incur a finance charge of 1.5% per month on unpaid balance. If paying by check, be sure to allow time for it to clear before order is shipped. If you would like to be considered for credit terms please complete and return our credit application below.


 *Catalog and/or web pricing is subject to change without notice.


Printing Questions

Can I Use The Same Design On Different Products?

Yes. Different garment styles can be combined in a single order to receive quantity discounts, but it’s important to note that only certain garment styles work well together. For example, t-shirts and hoodies are similar garments and would work well for this process, but t-shirts and pants would not.

Can I Print The Same Design In Different Colors?

Yes, however there is a fee for each color change/wash. (Must order a min of 12 pieces for each color combination).

What Is The Minimum Screen Printing Order?

12 pieces (not including color changes).

Can I Have My Order Pantone Matched?

The IMS Branded Solutions print specialists can match Pantone colors. Standards inks are typically free, but we can usually match the unique PMS colors in your artwork for only $30.00/per color.

Can I Have My Logo Printed On Something Other Than Apparel?

Yes! IMS Branded Solutions Printing Company is an ASI certified promotional product services and items dealer offering over 850,000 different promo items perfect for gifts, trade shows, and giveaways.


Pricing Questions

What Are Setup Charges?

Almost all of custom products have setup charges. Setup charges can include, but are not limited to, the creation of a screen, die, mold, etc. in order to imprint your item with your logo or design.

Do You Offer Special Pricing For Repeat Orders?

Whenever possible we pass along reduced or free setups for repeat promotional product orders. Several items are available with no repeat setups for orders within 12 mos. Some items are available with half price repeat setups, Ask one of our Brand Specialist for more details on specific items.

Do You Have A Minimum Order?

Quantity minimums vary based on each specific item. Generally, the cost per-piece drops significantly as the number of items ordered increases.

Can I Order In Quantities Smaller Or Larger Than Those Shown?

Most of the time the minimum quantity shown is the required minimum, although we encourage you to call if your requirements mean you need fewer items so we can offer assistance if possible. If you need to order more than the quantities shown please call 319-365-7159 as additional discounts are available.


Ordering Questions

Overview Of Our Ordering Process?

Once you place your order, one of IMS’ Brand Specialist will fully review your order, make suggestions if needed, confirm dates and review your artwork.

Once all of the details are set, the next thing you’ll receive is an a proof showing your artwork. There you’ll have the opportunity to approve it, or make suggestions for changes and improvements. Once you’ve approved the art you’ll see a confirmation with all of the dates and charges. Keep in mind the charges will not change from what was shown in the order confirmation you received at the start of the process and shipping will be estimated at this time. If any changes were made to the order ie:(quantity, additional imprint colors or quicker shipping it will show here) – and you’ll have the opportunity to approved them in advance.

How Long Does It Take To Product My Order?

Most orders will be shipped 15 business days (or sooner) from the time the artwork is approved and payment is received. Production times do vary by item. If you are crunched for time, be sure to let us know. We have the ability to produce items very quickly, if needed.

What Is Your Standard Turnaround Time For Screen Printing?

Standard turnaround time on screen printed apparel is 10 business days. (Rush service is available for a additional charge).

How Fast Will I Get My Order?

Production times are listed for every item on the site. This is the number of business days it takes to print your item with a single color imprint after you’ve approved your artwork. The number of days for delivery depends on the shipping method you choose. As part of the online order process we can show you the shipping charges for ground, 2-day and next day shipment. If you need an item faster than the production time shown or if you have any questions contact us – we love a challenge and would be happy to help!

Rush Service

Additional charges will be incurred for rush service. Please talk with one of our sales representatives for details.


Standard via ground UPS or Fed Ex. Rush orders and guaranteed delivery service can be arranged; extra charges will be incurred. Shipping charges will vary by weight and method of shipment. Charges will be applies at time of final invoice.

Can I Split My Order And Ship To Multiple Locations?

Sure! Just let your Customer Care Representative know (you’ll get an e-mail from them shortly after you place your order!) and they’ll be happy to assist.

Can I Ship Internationally?

In many cases yes. It’s best to work with our Customer Care team on this as each case is a bit different. Please contact us!

Can I User My Own Shipping Account?

Yes. Just let your Customer Care Representative know (you’ll get an e-mail from them shortly after you place your order!) and they’ll be happy to help.

Will I See A Proof Before My Order Goes Into Production?

Yes if you want! Unless it is an exact reorder, you can always see an ‘e-proof’ of your item which must be approved by you before we proceed!

How Will I Know When My Order Will Be Delivered?

Your order confirmation includes an estimated delivery date. If there is an exception we will contact you to make arrangements you are comfortable with.

I Live / Work Closy By. Can I Come And Pick Up My Order?

Yes, please make us aware when you place your order that you prefer to pick it up.


Payment Questions

What Types Of Payments Do You Accept?

We accept checks, discover, visa and mastercard. You can also request open account. If you choose this option, you will need to fill out a credit application to see if an account can be open. Please allow extra time for this credit checking process. Your order can’t go into production until your account has been opened. Our terms are net 30 days. We also offer open account for most government and educational institutions.

When Do You Charge My Credit Card?

We ‘authorize’ your card once your order is ready to go into production, but we do not collect the funds until your order ships.

How Can I Pay For My Order?

IMS accepts cash, check, Visa, MasterCard, and Discover.

Can I Pick Up My Order In Person?

Pick-up is available for orders large and small during normal business hours (8am – 5pm weekdays). So we can make sure to have your order packed up and ready, we encourage you to call us first at 319.365.7159 and let us know when you’ll be stopping by.

What If I Receive More Or Less Than What I Ordered?

Unless otherwise agreed to, we reserve the right to ship up to 5-10% over or under the quantity on your order, with invoice billed at actual quantity shipped.

Can I Cancel Or Change My Order?

You can cancel at any time prior to the order going into production subject to a cancellation charge plus the cost of artwork, screen and plates used prior to receipt or cancellation notification.

Once items have been imprinted with your logo, we can no longer accept a cancellation. If you need to change your order for any reason, please contact your Customer Care Representative (you’ll get an e-mail from them shortly after you place your order!) and they’ll be happy to assist you.

What Are Setup Charged For?

Some of the items we offer have ‘set-up’ charges (screen charges, die charges, etc.). It is important to note these are NOT art charges. These are charges to create the screen, die or other necessary items to imprint your specific logo. On most items when you place an exact reorder (same art and item) within 12 mos. your set-up charge can be waived or reduced to half depending on the item (this does not apply to screen printing). Also, once we’ve done your logo in a digitized format for embroidery, we don’t charge you a new tape or digitizing charge to embroider that same logo on any other item!

Do You Charge Sales Tax?

We collect all applicable taxes for goods and services shipped into Iowa. Customers in other states may be required to remit use taxes. If your organization is exempt, please email/image your Customer Care Representative with your resale certificate or fax it to (319) 365-7159 to speed up the process.


Additional Information

Quality Of Ceramics?

Due to the inherent properties of ceramic, there may be small imperfections or irregularities which should not be perceived as defective. Variations in materials, firing temperatures and color pigments may result in variations in glaze and imprint colors. These variations must be considered acceptable.


IMS Branded Solutions recognizes your concern about privacy and security on the internet. We want you to be able to place your order with us free of any worry. We do not sell or share any information that you provide.

What Hours Is IMS Open?

IMS is open from 8:00 a.m. to 5:00 p.m. Central Time, Monday through Friday.

What If I’m Unhappy With My Order?

If you’re unhappy with your order because the product is defective or ‘not as promised’ or the imprint quality is poor please contact your Customer Care Representative and we’ll make every attempt to make it right. We are in this for the long-haul and will work with you to be sure you’re satisfied. Damaged or defective goods must be returned within 10 days of invoice. Contact us for return details..

Notes About Our Website?

The artwork, designs and trademarks shown on products on this site are examples of the products and imprinting services we offer. They do not represent endorsement by the owners of the artwork, designs or trademarks.

All prices and product information are subject to charge without notice.


Artwork Questions

Where Can I View Examples Of Available Mascots Or Designs?

A Mascot Library and the Design Elements are located in the Design Your Own under the Clip Art Library section of our website.

Can The Lettering Or Art Position Be Different That What Is Shown On The Website? (ie. Straight or Arched?)

Yes. Just let us know where you’d like it in the “Additional Instructions” box on the Order Form. Or call Customer Service and we’ll be happy to help you finalize the lettering position.

What Kind Of Art Do I Need To Send?

We can work with just about anything however the best art to send us is vector art. Typically ending in .ai or .eps fully editable with the fonts converted to paths. Vector art is required to make color separations.

Raster files, ,jpeg, .tif, .bmp, .gif are made up of tiny dots, clearly visible under a microscope. This means that when enlarged in size or reduced significantly in size, raster type files will lose quality. Vector files on the other hand do not suffer from this loss of quality because the image software uses a mathematical technique called vectoring to create the image. A vector file can be reduced and enlarged using the correct software without any loss of quality.

What Are Your Art Charges?

We provide each order with 30 minutes of free graphic design work. If your order requires more than 30 minutes, you will be charged $75/hour ($50/hour for our nonprofit clients.) Some orders take longer than others for reasons such as: complexity, size and logo recreation. We will always ask for your permission before moving forward with billed art time.

What Kind Of Art Can I Send? And, What If I Don’t Have Art?

Don’t worry. Send us what you have. Our professional art team (the largest in the industry!) will work with what you have to create exactly what you need. Don’t have art? Just tell your Customer Care Rep what you’re thinking of, and we’ll create it for you. We can usually convert your art to vector for around $15-$25. Need touch-ups? We can do that too, send us your art for an estimate.

How Do I Make Changes Or Approve My Art Proof?

You can make changes to your art proof by emailing or calling either your sales representative or our art department (319-365-7159). You can approve your art proof by signing and faxing it in or emailing your sales representative or the art department.

Can I Specify A Pantone Color For My Imprint Or Embroidery?

Yes! Keep in mind however, that in some cases there is an additional charge for this service in order to get the specialized ink if an exact match is required. There are also a few products where, due to the limitations of the imprinting process, exact PMS matching isn’t possible. Your Customer Care Specialist will help you with this. If you don’t require an exact match, but would like us to be ‘as close as possible’ – we’re happy to help. Just let us know which colors we should be working towards in the ‘additional comments’ section in the order process, or just let your representative know.


Need a special color mix? Use Pantone Matching System (PMS) coated ink swatches. Convert your CMYK color swatches to SPOT colors. See Pantone Swatches

If your image has any shading, it will be screen printed using halftone dots. Most of the time, halftone dots are fine. In some cases, however, the shading can be more distracting than beneficial. If halftone dots are NOT an option, consider printing them on our DTG Direct to Garment Printer.

Convert ALL TEXT to outlines (paths). In Illustrator, it’s called Create Outlines and it’s under the Type menu. In Photoshop, it’s called Rasterize Type and it’s under the Layer menu. This allows us to open your file without any font issues. If you use Corel Draw or Freehand, export your file as an Adobe Illustrator file and convert text to paths.