Frequently Asked Questions
About Our Customized Promotional Pet Items

Artwork

What type of file formats can I submit for use?

In order to provide the most accurate and efficient process as possible, we prefer artwork to be submitted in a usable vector format. What’s more, we won't charge you an artwork fee if you provide one of the following usable vector formats: Adobe Illustrator files in an AI or EPS format with all fonts converted to outlines.

Please be aware that changing the file name to an .eps extension does not change the file type.

What if I don't have a vector file?

No worries. Our highly experienced art team can convert other file types into a usable vector format (artwork charges will apply). The following file types may be accepted:

  • Adobe Photoshop files in .eps, .jpeg or .tif format at 300dpi resolution and at actual print size or larger than intended final imprint. Please include specific font style(s) where necessary, saved as .ttf, or list the fonts if you do not have them.
  • High resolution (at least 300 dpi) .jpg, .pdf, .tiff or .png files

Orders & Returns

When is the best time to use promotional products?

Anytime is a great opportunity to promote your practice or organization using promotional products and giveaways! Keep in mind specific special occasions such as: holidays, national events, appreciation weeks, open houses, grand openings, new puppy/kitten packs, new client welcome/appreciation, conference giveaways.

Can I add, cancel or delete items on my order if I change my mind?

Changes, additions and/or cancellations can be submitted prior to your final artwork approval. Since your order is processed as soon as it is approved by you, orders may not be canceled once production has begun. Orders canceled before actual production has begun require written notice. All  orders are subject to a minimal cancellation charge of $25.00 for all costs that may have been incurred prior to receipt of cancelation notification. Please review your order carefully before submitting your final approval. You will need to place a new order for additional/corrected items.

Can I get a sample of the product?

Yes, we can send you a ‘random’ sample of the actual item you are looking to purchase on our website. Most items are available with either random logos or blank. Samples will be billed at individual product prices and will ship ground to your location with applicable shipping charges. Credit card information/payment is required with every sample request. Please note that samples may take up to 2 weeks to arrive.

Am I limited to the items shown in the catalog/online?

No…in fact, our online catalog/website items represent a fraction of the products we can customize for you, with access to over 4,000 industry vendors and more than 700,000 products.

What if I receive more or less than I ordered?

Based on supplier manufacturing guidelines, an over/underrun of an order quantity may occur. We reserve the right to ship and invoice up to ± 10% of the original order quantity.

What is your return policy?

Personalized Product Return Policy

Personalized and/or imprinted items sales are all FINAL and are non-returnable, therefore, we are unable to accept returns. If it is determined that there is an actual material or manufacturing defect with your order, we will issue a RMA # (returned goods authorization number) for your return. A credit will be issued once the product has been returned, reviewed and approved by Miller’s Pet Promo (credit for product only/freight cannot be credited). We cannot accept returns based on defects discovered after you have a third party apply additional decoration.

Non-Personalized Product Return Policy

  • Return for refund (original purchase price only, shipping and handling is NOT refundable): 30 days from the Invoice date.
  • Return for replacement: No replacement is offered.
  • 15% restocking fee will apply for all items that are not defective or wrong shipped.
  • All items must be returned in “New” condition.

Pricing & Payment

What are the standard minimum order quantities?

Minimum order quantities for promotional items vary by product. Please refer to individual product detail pages.

What payment options are available?

We accept the following major credit cards: Visa, MasterCard, and American Express

Is my credit card and account information secure?

Absolutely. Miller’s Pet Promo is a Payment Card Industry (PCI) compliant merchant. PCI compliance is a set of security standards created by the major credit card companies to protect their customers from identity theft and security breaches. Under the PCI Data Security Standards, we can assure you that your credit card data, account information and transaction information are safe from hackers or any malicious system intrusion.

Will I be charged sales tax?

Only Ohio residents are charged sales tax. If you are an Ohio resident, and are a tax exempt organization, you must submit proof of your tax exempt status, prior to placing your order. Please fax a copy of your current tax exemption certificate to 440-243-0460. If you are currently on file as a tax exempt customer, you do not need to provide proof of your tax exempt status prior to placing your (re)order

Shipping

What are normal production and delivery times?

All delivery times are based on artwork/logo approval. Standard production time on all imprinted/personalized items is 7-10 business days after art approval. Production times are based on manufacturer's requirements, so please refer to individual product detail pages. All shipments are via UPS ground unless otherwise specified.

How can I get my order faster?

You can call us at 440-243-3003 / toll free at 1-888-290-3003 or email: info@millerspromo.com and we will do everything possible to meet your required in hands date. Rush charges and/or expedited freight will be applied to your final invoice.

Can I have my order shipped to multiple addresses?

Yes, simply email: info@millerspromo.com or call 440-243-3003 / toll free at 1-888-290-3003 when placing your order to specify multiple shipping addresses (additional drop ship charges may apply).

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