Promotional Products FAQ
Q. How can I make a change to my order?
A. You can either log in to our website or contact our Customer Service Department at 1-(877)-544-2707 or serviceca@myron.com and we will gladly make the changes; Note: once an order goes to Production we might not be able to process changes. .
Q. Can I order any quantity of products?
A. The minimum quantity that can be ordered for each product is listed on the website.
Q. What is the total cost of my order?
A. The total cost of your order will include the product cost, set up charge, and shipping & handling. Depending on your location taxes may also apply. Refer to the website for your itemized total on an individual order basis.
Q. I received correspondence from Myron advising my order is on hold. How can I respond?
A. We want your order to be perfect. Orders are released to production when all information has been received to complete order entry. If you receive an email or call about your order being on hold, it may be for any of the following reasons:
- Artwork may not have been submitted, preventing us from proceeding with production.
- The shipping address and shipping method are incomplete and are required for us to deliver your order.
- Purchase order numbers are required to process an order.
- If personalization is being purchased, the list of names is required before we can move to production.
Our communication will explain the reason for the hold. If anything is unclear, please contact our Customer Service team at 1-(877)-544-2707 or email serviceca@myron.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 1-(877)-544-2707 or email customercareca@myron.com. Please have your sales order number available for reference. We look forward to resolving any problems with you.
Q. What is your return policy?
A. We are committed to resolving any product issues or decoration errors. Before proceeding with any order remake, we will review the artwork with you and review the order details together.
Q. I placed my order online. How will I know when my order has been accepted and approved for processing?
A. After your online order is placed, you will receive a few e-mails from our company. The first e-mail is sent from our website to confirm your order was received and will include the details from your online order. A second e-mail - our "order confirmation" e-mail - will be sent confirming your order was reviewed and has been accepted for processing (usually within 1 business day of placing your order). If your order included artwork, the e-mail will also provide a link with instructions on how to review and approve your artwork.
Due to high levels of online fraud, we reserve the right to accept or decline your online order for any reason at any time. In some cases, additional information or verification is needed before your order can be accepted. If additional verification is required, we will attempt to reach you via email or phone using the information provided with your order. If we are unsuccessful in our attempts to contact you, we may choose to refuse or cancel your order.
Q. When will my order be shipped?
A. To best serve you, we require a complete sales order, good credit or prepayment, and camera-ready artwork in vector format to enter an order. Once you approve your order and artwork, we typically ship within 5-7 business days. Exceptions include products that are on back order due to high demand, and orders with custom artwork. Rush service may be available, additional fees apply.
Q. I need my order as soon as possible, can my order be expedited?
A. Some of our products can be expedited upon request. This will depend on product availability and production times for each item. Additional fees may apply. We can also upgrade your order to ship UPS Express. You will be invoiced for the additional shipping charges which vary depending on your ship to location. Shipping method and cost will depend on product availability. Our normal production time after order approval will still apply.
Q. How much is my shipping and handling going to be?
A. After selecting your shipping method within the shopping cart, your shipping charges will be calculated and displayed on the Order Review page during checkout. Charges vary depending on the destination, dimension, and weight of products to be shipped, and the delivery method. Orders are shipped from our factory using UPS. We also offer UPS Express service for an additional charge (upon request).
Q. Can I track my order online?
A. Yes. To track the status of your order you will need to log in to your account. Once logged in, go to the My Order History tab and click on the "View all orders" link on the top left side. In this screen you will be able to view the status of your order as well as check the UPS tracking for your order once it has been shipped.
Q. Can I have my order shipped outside of Canada?
A. We ship orders to Canada and the United States. If you wish to ship your order overseas, we recommend having your order delivered to a Canadian shipping address and forward the merchandise to the country of choice.
Q. Do I have to pay tax for my purchase?
A. Taxes are payable based on the ship to address.
- Ontario: 13% H.S.T.
- Quebec, Manitoba, Saskatchewan, Alberta, 5% G.S.T.
- British Columbia (B.C.): 12% (P.S.T. 7% and H.S.T 5%)
- Prince Edward Island, New Brunswick & NewFoundland, Nova Scotia: 15% H.S.T.
- For the other provides 5% G.S.T
Q. What payment methods do you accept?
A. Paying with a credit card is the fastest way to get your order processed. We accept VISA, MasterCard, or AMEX. Please note that a temporary authorization will be done upon entry, however, we will not actually charge the credit card until the order ships. We also accept:
- Paper checks that can be mailed along with your printed order confirmation to: Lockbox#TX4050C,
- EFT/ACH directly to our bank account. Banking information is provided after opting to pay via EFT/ACH
- E transfer to credit@myron.com.
P.O.Box4590, Stn A, Toronto, ON
M5K 1K1.
Q. Does Myron offer credit terms?
A. We offer 30 days net from the ship date to approved customers. First-time buyers are required to prepay their orders.
Q. What is a set-up charge? Why do I have to pay a set-up charge when you have my imprint/logo on file?
A. To customize your order there is a flat set-up charge that covers the setting up of the decoration machine, checking proper alignment, and running several samples before production to ensure your imprint is of the highest quality. These charges vary based on product and decoration method. Please refer to the product imprint charges on our website for the applicable fees.
Q. How much does it cost to have my logo on a product?
A. Our advertised pricing (product along with the decoration set-up charge) varies by product as listed on each product page on our website.
Q. How many lines and characters can I use for my decoration?
A. The limitations for the imprint length vary by product as displayed on our website. You will not be able to enter an imprint that is longer than the maximum number of characters allowed.
Q. What process is used to decorate my logo on the product(s) I order?
A. Myron uses a range of decoration methods to apply logos, depending on the product and material. This includes everything from Digital Full Color, Laser Engraving, and Silk Screen to Embroidery, Deboss, or Heat Transfer. The decoration method(s) available for each product are selected based on providing the best and most consistent results in quality and look.
Q. What if I can't find the font style I am looking for?
A. Send us a sample of the font style along with your order and 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.
Q. Will I get a proof of my custom logo before my order is produced?
A. Yes. You must approve this proof before we put your order into production. We can send this proof via fax, email or regular mail.
Q. What is camera ready artwork?
A. This is a sharp 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.
Q. What is Vector art?
A. Vector art is a design (such as your company logo) created with lines and points that can be scaled to any size without losing resolution. This is our preferred artwork formatting.
Q. What if my decoration requires more lines of text than advertised as available?
A. If your imprint exceeds the maximum number of characters Myron will recommend alternative options, some of which may incur additional fees. For example, in some cases, we can accommodate multiple decoration locations to fit all the content you need. We can also convert text to art to help make it fit into smaller spaces.
Q. Can I personalize or put individual names/initials on items?
A. An individual name personalization is available on select items, as advertised on the individual product page on our website. Fees apply and vary by item and decoration method. For individual personalization, email your list to us at serviceca@myron.com and we'll take care of the rest.
Q. Can you produce my QR code on the product?
A. Yes, we can add a QR code on most products with a large imprint area. If you already have a QR code, simply send it to artca@myron.com. If you do not have a QR code, we can create one for you if you send us your URL code. Remember that QR Codes need to be large enough and printed on a smooth surface to be readable.
Q. Do you offer colour logos?
A. We offer colour logos on some of our products as shown on our website. All you need to do is send your coloured art work to artca@myron.com. We will match your colours as closely as possible but cannot accommodate PMS matching. You will be sent your colour logo for verification and approval before we proceed with imprinting.
Q. Can I use a picture as my logo?
A. We can accommodate pictures on some products where full-colour logos are offered. For details on which products offer these options, please refer to our website or contact our customer service team.
Q. Why does my logo look different in the Art Proof I received?
A. Artwork may be modified to best fit the product.
Q. Are refills for pens and inserts for Pocket Pals available for purchase?
A. We only offer pen and notepad refills for a select group of products, as listed on our website. Myron does not carry calendar refills. We advise you to visit your local office supply store to inquire about generic refills or inserts. You can also call or email us to re-order new pens or Pocket Pal diaries.
Q. How do I request a print catalog?
A. Please contact us at sales@myron.com or by phone at 1-(877)-544-2707. We will need the following information to set up your account to send the catalog:
Company Name,
Name of Contact Person,
Mailing Address,
City, State, Zip
Code,
Company Telephone Number with Area Code,
Company Fax Number with Area
Code,
E-mail Address
Q. How do I request a Free sample?
A. We are happy to send a sample of any item with a value up to $10 at no charge. For all other items, you can get a sample for the lowest price available on that item. Samples come with a random imprint. All sample requests are subject to review. To request your sample, you can click on the "Request a Free Sample" link on qualified product detail pages or contact our Customer Service department by email at sales@myron.com or by phone at 1-(877)-544-2707.
Q. I received a sample in a Myron mailing and want to know if the same product is available without the logo and/or decoration.
A. You can purchase any of our products without any decoration except for a handful of retail brands as noted. Please be sure to mention this when placing your order.
Q. What if the free sample I need is not offered on the web?
A. Some samples can be purchased without imprint using a credit card. Please contact Customer Service at serviceca@myron.com or by phone at 1-(877)-544-2707 for your request.
Q. Can I change my password?
A. Yes. To change your password, log into your account and click on "My Account" in the page header. Next, click on the "Account Settings" icon. This section will show you your account, details, and password information. Simply add your new password and click Update details. Please remember that passwords are case sensitive so they must be entered exactly. When setting your password, we recommend you don't use common words or names that could easily be guessed by someone else.
Q. What if I forget my password?
A. If you forget your password, you can either click on the "Forgot your Password" link. You will need to enter your email address. We will then send you an email with a link and instructions to reset your password. In addition, in the check-out process you can use the “Send me a sign-in link instead” option and access your account quickly. We will send you an email with a link which once you click will prompt your account information.
Q. How can I receive promotions and discounts?
A. By signing up and giving us your email address, you will be the first to find out about our special offers. Simply go to “Sign up for Exclusive Offers” on the page header and enter your email address and click "Submit".
Q. What is a Coupon Code?
A. Coupon Code is a type of coupon entered in your cart that will allow you to receive discounts on selected items or orders.
Q. I have a Coupon Code, how do I apply it to my order?
A. In your cart, you will see a field labeled "Coupon Code". Enter the code here and click "Apply". You will see a success or error message after your promo code has been processed.
Q. Can I combine two promotions?
A. In most cases you can only use one promotion at a time. However, there are exceptions. Make sure to check the details section of your promotion or contact our customer service team.
Q. Do Coupon Codes expire?
A. Yes, Coupon Codes have expiration dates. Order quickly and don’t miss out!
Q. Can I use my Coupon Code on different orders?
A. Some Coupon Codes are exclusive to certain items and can only be used once. For any pricing and product inquiries please call or chat with our team. You can also email us at sales@myron.com.
Q. Can I combine two promotions?
A. In most cases you can only use one promotion at a time. However, there are exceptions. Make sure to check the details section of your promotion or contact our customer service team.
Q. My Coupon Code doesn’t work, what can I do?
A. For assistance, please give us a call. After hours, you can email us at serviceca@myron.com and we will get back to you as soon as possible.