Promotional Products FAQ
Q. How do I request a sample?
A. To request a sample, please E-mail our Customer Service Department at firstname.lastname@example.org or contact our Customer Service Department at 0800 0087 555 Mon-Fri between 8:30AM - 5:00PM. We will need the following information in order to set up your account and send your sample:
Name of Contact Person
Town or City, County, Postcode, Country
Company Telephone Number with Area Code,
Company Fax Number with Area Code,
If you have ordered from us before, please quote your account number.
Q. I have received a sample in a mailing, are other colours available?
A. Adler has a premier line of business gifts that are available in a variety of colours. To view these please visit our Product Selection pages at www.adler.co.uk. You may also contact our Customer Service Department at 0800 0087 555 or email@example.com.
Q. Are products available in other languages?
Most of our pocket diaries are available in English only. However, we do offer other languages such as French, German or a multi-lingual format. Please contact our Customer Service Department at 0800 0087 555 or firstname.lastname@example.org.
Q. Are refills for pens and inserts for Pocket Pals available for purchase?
A. Adler does carry refills for pens but no inserts. You can also visit your local office supply store to inquire about generic refills. For diary inserts, simply call us at 0800 0087 555 to re-order Pocket diaries. You can also e-mail us at email@example.com.
Q. Can I order the pen with a different ink colour?
A. All our pens and rollerballs are available with blue ink and black ink colour. Simply state what ink colour preference when you place your order.
Q. How do I order products?
A. There are several convenient ways for you to order. You can order online, you can call your Sales Representative at 0800 0087 555, e-mail us at firstname.lastname@example.org or simply send a fax to 0800 0087 666.
Q. What is your delivery time?
A. The delivery times vary according to the destination and method used to ship your order. All orders are shipped FOB from our European (most of our pens) or New Jersey plants (most of our diaries). Our standard shipping carrier is UPS. If the product is available, we are able to deliver the products within 3-4 weeks (subject to product type, availability and personalisation).
Q. Do you offer express delivery?
A. If you need your promotional products quicker, you may want to choose our express delivery option. Please call our Customer Service Dept. for cost and exact delivery times at 0800 0087 555 or contact us by e-mail: email@example.com.
Q. Is there a minimum order quantity?
A. The minimum number of units you can order from the standard product range is 50 pieces. However, you may want to combine several shipments or order from different product ranges. In this case, please call us at 0800 0087 555 or contact us by e-mail: firstname.lastname@example.org. Or fax us on 0800 0087 666.
Q. Can I have my order shipped to an address outside of the United Kingdom?
A. We regret to inform you that we do not ship outside of the United Kingdom. If you wish to ship your order out of the UK, we recommend having your order delivered to a UK shipping address and forward the merchandise to the country of choice.
Q. How much is my shipping and handling going to cost?
A. For handling and shipping the products via UPS standard service, we charge £11.99 + VAT for up to 20 lbs. and £16.99 + VAT for over 20 Ibs.
For special handling service or express deliveries you will need to call Customer Service at 0800 0087 555 or send an e-mail to email@example.com.
Q. How many lines and characters can I have for my imprint?
A. Imprint length vary from product to product. The limit for a particular product is displayed on our website at www.adler.co.uk. If you received an e-mail verification and are trying to change your imprint, you will not be able to enter an imprint that is longer than the maximum characters allowed. For any further questions regarding lines and characters please call our Customer Service at 0800 0087 555 or submit an e-mail to: firstname.lastname@example.org.
Q. What process is used to place my imprint on the product(s) I choose?
A. Adler uses various methods to apply imprints, depending on the product. For example, we use foil hot stamping on our diaries line of products and laser engraving on our pen product line.
Q. Can I have special font styles? Bold? Italics? Century Gothic?
A. Yes, you can request a special font style by sending us a sample of the font style along with your mail, fax or E-mail order. One of our graphic artists will match it to the best of their ability. You can also discuss it with your Personal Account Representative or one of our Customer Service Representatives when placing your order on the phone. A charge of £30 will apply to create the custom die cut.
Q. What do I need to send you to have my company logo placed on my purchased product(s)?
A. Please send your artwork to email@example.com. The art must be in black and white with a resolution of at least 300 dpi and in a .gif, .tif, .eps or .jpg file format. Alternatively, mail your camera ready art to:
Adler Manufacturing Ltd.
35-43 Newport Rd
Cardiff, CF24 0AB
Please be sure your order or account number appears on the e-mail. Please include any text you would like added in the body of the e-mail along with instructions of where the text is to be placed in reference to the logo (i.e. text above logo, text to the right of the logo, text to be right justified, centered, etc...). We will send a proof to you via e-mail, mail or fax as soon as your artwork is received and processed. There is a one-time art charge of £30 to create the die cut used to imprint your company's logo.
Q. What is black and white camera ready artwork?
A. This is a sharp black and white image of your logo, 300 dpi or higher, along with any text you wish imprinted. The artwork your printing company made to reproduce your logo on your business forms OR your logo printed from a laser printer, are both excellent for our use. Photocopies, faxes, shaded artwork, or raised lettering unfortunately cannot be used for our process.
Q. How much does it cost to have my logo on a product?
A. The charge for creating the die cut to imprint your logo is £30. This charge is only applied to the first order that the die cut is used for, on a particular line of products. If you use the same imprint on a similar product in the future, we will not charge the £30 again, because we already have the die cut on file. However, when you change your artwork, the £30 charge will apply again.
Q. Can I have my custom logo imprinted on all of Adler´s products?
A. Each product we offer has a designated imprinting area. The amount of detail contained in your logo and the shape and size of the product you want to put it on are all factors. Each product on this website contains information about the maximum imprint area. If you would like us to advise you whether your logo will work on a specific product, please e-mail it to firstname.lastname@example.org along with the product on to which you would like it imprinted, or simply call us at 0800 0087 555.
Q. Will I get a proof of my custom logo before my order is produced?
A. Yes. We can send this proof via fax, e-mail or regular mail. If you wish to see a Pre Production Proof, additional charges will apply. Please call our Customer Service Department at 0800 0087 555 or simply send an E-mail to email@example.com.
MY EXISTING ORDER
Q. I want to change my order. How do I do this?
A. If you are a customer that has received a fax, mail or e-mail verification of your order then you can make changes on that form and fax it back to us at 0800 0087 666. You can also contact our Customer Service Department at 0800 0087 555 or email us at firstname.lastname@example.org and we will gladly make the changes. You can also make changes to your online order by signing into your account. Current orders will be displayed in your account 24 hours after they have been placed. Please note that if your order is already in production, changes will probably delay the delivery of your order. If your order is already on the way, please contact us again upon receipt of the products to discuss further actions.
Q. What is the status of my order?
A. To inform you about the status of your order, please call Customer Service at 0800 0087 555 or send an e-mail to email@example.com.
Q. I have a problem with my order. Who do I call to have this problem fixed?
A. We are very sorry this happened and we want to correct your problem right away. Please contact one of our Customer Service Representatives at 0800 0087 555 or e-mail us at firstname.lastname@example.org