Frequently Asked Questions (FAQ):

About eloimg.com
Artwork, designs and trademarks featured on the products on eloimg.com are examples of the locations, imprinting service, design, and decoration we offer. They do not represent endorsements by the owners of the artwork or trademarks.

On eloimg.com, all prices and products/information are subject to change without notice. Please read our Terms and Conditions for more information.

What is a set up charge?
Some of the items we offer will incur a set-up charge (screen charges, die charges, etc.). Please note that these are not art charges. These are charges to create the screen, die or other necessary items to imprint your product specific logo. However if you are placing an exact reorder of an item you do not have to pay the set up charge again. If you choose to add locations or colors you may incur additional set up fees as well.

If I reorder an item will I pay set-up charges again?
No, If you place an exact reorder (same art and item) you won't be charged another set-up charge again. With files such as digitized files you will not receive another fee unless you are modifying the logo beyond just the colors.

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Do you charge sales tax?
We currently collects sales tax on orders shipped to Alabama, California, Florida, Minnesota and Wisconsin.  In addition, the following states do not currently impose a sales tax: Alaska, Delaware, Montana, New Hampshire and Oregon.

If your organization is exempt in any of the states where we collect sales tax, please supply an Eloi Account Representative with the appropriate tax exemption or resale certificate.

Eloi is not required to, and does not, collect sales or use tax in all states, including but not limited to, Colorado, Kentucky, Oklahoma and South Dakota.  However, your purchase from Eloi is not exempt from sales or use tax solely because the sale was made via the Internet, phone or other remote means.  Any purchase from us may be subject to the sales and use tax in the state where the product is shipped to, unless specifically exempted.  The state where your order is shipped to may require you to pay use tax to the state agency that administers sales and use tax, as described on that agency’s website.  The state agency may also require you to file a sales or use tax return or other return at the end of the year, reporting all the taxable purchases that were not taxed by the retailer and to pay tax on those purchases.  Please consult the website of the relevant state tax agency for more information.

Am I able to get a sample before I order?
Yes. Infact we recommend that before you place an order, that you request a sample of the product to make sure it meets and/or exceeds your expectations. 
This sample however will not have your logo on it. If you would like to see an item with your logo we have a couple different options; Virtual Previews and Spec Samples. Occasionally with expensive items, we may also request that you send the sample back. Though we dont usualy need to, Eloi reserves the right to refuse to send samples at our discretion.

What if I need to order in quantities smaller or larger than those shown?
If you are needing to order than the minimum quantity shown please contact Eloi and we would be happy to assist you. In some cases however the minimum shown is the lowest minimum an item can go to. If you are needing to order more than the quantities shown please call 406-890-2626 or contact your Eloi Account Manager as additional discounts will be available.

Use of Trademarks
If we use artwork you have supplied to imprint your product, you are warranting that you have unrestricted right and authority to use and distribute that artwork.

What if you don't have the product I am looking for?
If you aren't seeing what you are looking for, please contact 406-890-2626 or your Eloi Account representative for assistance. In most cases we may be able to find the exact product you are looking for, it may just not be available on eloimg.com. If we aren't able to find the exact product you are looking for we will do our best at finding a great alternate for you.

What if you're out of stock with the product I am needing?
If we are out of stock with the specific product you are looking for, please contact your Eloi Account representative for assistance. We highly recommend ordering in advance with a good lead time if you have an event or occasion coming up that you need specific products for. Unfortunately, stock in all items are prone to fluctuate and can not be guarenteed.

 

Will I receive a proof approval for my order?
Yes, all orders will receive a proof approval before they can go into production with the exception of an exact reorder.

Can I return custom orders?
Since all orders are customized, we are not able to except returns on any products.

What if my product is defective?

If your product is defective, please contact an Eloi Account Representative to arrange for replacement and return of the custom product. We will set you up with a Return Merchandise Authorization (RMA) form which is mandatory for all return orders. Please included this form in the return shipment of your order to insure a quick service.

 

What payment methods do you accept?
We accept Checks and Credit Cards (Visa, Discover, and MasterCard). If you are going to pay by check please make payable to Eloi.


Mail to address:
Eloi
134 1st Ave W
Kalispell, MT 59901

 

How fast will I receive my order?
Our production times for each item is listed on the individual product pages. The number of business days it takes to produce your item begins once you’ve approved your artwork and your order moves into production. The number of days for delivery depends on the shipping method you choose. If you are needing your order faster than our production time shows or if you have any questions contact us.

Split orders and shiping to multiple locations?

Split shipments to multiple locations are possible, please contact an Eloi Account Representative and they’ll be happy to assist you with setting this up.

Can I ship internationally?

At this time we do not ship internationally. Check back for updates on international shipments.

 

What kind of artwork do I need?
A. Vector files must be saved in .ai, .eps, or .pdf formats with all text outlined.
B. Bitmap files must be saved at a minimum of 600dpi and at 100% of final output size. Laser, screen print, and deboss artwork must have halftones and gradients removed prior to submission.
C. Microsoft office files are not accepted as artwork.
D. Personalization lists must be submitted in .txt or .xls formats.
E. Artwork will be kept on file for a period of 12 months, after 12 months files will be deleted.
F. All other file types are not acceptable and will incur a charge of $25.00 per half hour to convert to an acceptable format.
G. All designs, creation, and modifications of artwork will be billed out at our hourly rate of $85.00 per hour.

H. Designs or creations include 15 minutes of minor adjustments to spelling, logo positioning, and minor color adjustments.

What is an vector file?
A Vector file is a file that allows for more flexibility when it comes to modifying your logo compared to a traditional .jpeg file. Vector file types such as EPS, AI and PDF are the preferred file types for graphics that frequently require resizing. We recommend that all company logos are saved as a vector "Master File" so you can use it with smaller items such stationary products and promotional items to larger items like signage and apparel.

*A PDF is generally a vector file. However, depending how a PDF is originally created, it can be either a vector or a raster file. Whether you opt to flatten the layers of your file or choose to retain each one will determine the image type.

What is an digitized file?
Digitizing a file is the process of converting your existing artwork like a company logo or team emblem into a stitch file for example .dst or .emb that an embroidery machine can then sew on a garment.

Where can I find a template for my artwork?

If you are unable to find the template you are looking for feel free to contact an Eloi Account Representative and they would be more then happy to assist you.

Can I list specific PMS colors for my artwork?
Yes you are able to use specific PMS colors on your order. 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. An Eloi Account Representative would be happy to 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 an Account Representative know.

How long will my product be in production?
Standard production time varies by product line and is approximately up to catalog end quantity. Production times begin upon receipt of signed proof approval and complete ordering information. Orders at or above EQ (End Quantity) may require additional production time. Please allow for additional order processing time if credit is not established or in good standing. If revised proofs or spec samples are required, additional production time may be necessary. Proof fees may apply

What if I need to cancle my order?
Cancellation of an order not yet in production will only be accepted if formal notification has been received either online, by fax, email, or phone and comfirmed in writing by Eloi. 
Once an order is in production, no furtherchanges can be made.