Frequently Asked Questions
Q: We are a small company – our needs are a few dozen pieces several times a year, polo shirts, jackets and some t-shirts. Can you still help?
Yes, we can. Hitmaster prides itself on our ability to cater to customers of all sizes. Our minimum orders start at 1 with embroidery and 12 for screen printing, providing a professional look without a huge expense. Often times, the logo we use for your polo’s will work on hats, jackets and sweatshirts! This means minimal set up expense and ease of re-ordering.
Q: How do I place an order?
Entering orders is easy. Our web based ordering system allows for easy order entry and reorders, keeps you updated on your jobs status via email; from product received, art approval, completion to shipping. The Hitmaster system allows you to monitor all orders and history as well as keep track of all your previous art files. You can register for a login by clicking on “Broker Information” and selecting the “Register Now” button. Once registered, please feel free to call us to walk you through your first order.
Q: What are the setup costs for embroidery? For screen printing?
Embroidery set up (aka digitizing) includes several considerations beyond “stitch count” or design size. They include design complexity, number of color changes and type of apparel. Hitmaster can supply you in-house with all your digitizing needs or use your customer supplied digitizing. It is important to remember that the better the design provided, the better the sew out quality and consistency. Digitizing for orders of over 48 pieces is FREE. Our goal is to make the initial set up cost as affordable as possible. See our Contract Embroidery Price sheet for all pricing details.
Screen printing considerations include the number of locations to be printed, the number of colors in the design and, in some cases, the type of apparel. Set up can include film, design fees and screen charges. If digital artwork is provided in an acceptable format, (Vector supplied files) no design fees are incurred. Screen and film fees are assessed based on the number of colors and locations to be imprinted. These are one-time fees based on the same design. We do not charge film fees for reprint orders. See our Contract Screen Printing Price sheet for all pricing details.
Q: I purchased my own apparel. Can you decorate it?
We are happy to embroider or screen print your items. There are some caveats – we cannot be responsible for damaged apparel that you provide; we cannot replace damaged goods. While it is not common, there are occasions when the embroidery machine or the screen print dryer do not work with the material on the apparel provided. In that case we will stop production and let you know right away.
Q: What are the turn-around times?
Normal turn around on contract screen printing is 5-7 days and 10 business days for promotional products after receipt of your order and all artwork/proof acceptance information and substrates. For embroidery your expected processing time is between 7 and 10 business days, after sew out approval and goods in the warehouse. Larger orders, multiple locations and individual personalization’s will require a longer production time, please make sure you are placing your order with enough time to process. Rush orders need at least 24-hour notice to be put on the schedule. Rush orders are produced in under 7 business days if available. Our web based ordering system allows for immediate proofing and order documentation. Orders received after 2pm EST are considered received the next business day for processing purposes. Allow 1 week extra for any combo order containing screen printing and/or embroidery.
Q: Can you handle RUSH jobs?
Yes, we can when available- Please call to verify production schedule.
3 Days – Rush Charge of 30% of entire order
1-2 Days – Rush Charge of 50% of entire order
Q: What are the payment terms?
Hitmaster requires full payment before production on first time orders. For customers who qualify, reorders are accepted with payment due at the time of delivery. Upon registering with Hitmaster, brokers are required to complete a credit card authorization form. We accept MasterCard and Visa, company checks and cash.
Q: Can I drop ship directly to Hitmaster?
Yes, you can ship your garments directly to Hitmaster. Please remember to use the same PO# on your order and send as follows:
Your Company name
PO # and Job name
C/O Hitmaster Graphics
1706 West Fig Street
Tampa, FL 33606
SEE OUR FREE FREIGHT PROGRAMS FOR DROP SHIPPING TO HITMASTER
Q: What is the proof approval process?
If you supply your art and proof, your art is approved when your order is received and no further action is required. Please include the size, pantone colors and overall location of your print job on your proof. You can always check your broker account for the status of the art approval for your order.
On all new orders we receive without a proof, we will be sending you an art proof for your review. Hitmaster provided proof is $3.00. This proof will state the size, pantone colors and overall location of your print job. Please make sure to look over the proof carefully as once it is approved we will be printing exactly that. Proofs are issued about 1-2 business days after all forms and art have been received. If you do not receive a proof in that time frame, please contact us as emails change and can be lost. If we do not receive your art approval, we cannot proceed with your job.
All reorders must have a proof attached and the art will be approved once your order is processed.
Q: Are Garments included in the price?
No. When we are embellishing our costs are for embellishment. Catalogues are included for garments. Garments can be purchased directly from suppliers and drop shipped to Hitmaster.
Q: Can you purchase garments through Hitmaster?
Hitmaster can offer a full package including garment and embellishment. See the Apparel Catalogs included in Broker resources for garment options. Hitmaster can provide pricing based on the garments selected.
Q: Can you make me shirts with the Dallas Cowboys logo? Can you put Donald Duck on our family reunion t-shirts?
No we can’t. Hitmaster maintains a strict policy against infringement of copyright and trademark laws. Customers are required to provide proper/authoritative signatures and acknowledge their legal ability to contract Hitmaster to re-create, produce and/or distribute product decorated with said logo. This document is included in the broker resources. Please complete and return to Hitmaster the "Right to Use Trademarks Policy” if you will be printing any trademark logo or material.
Q: Polybagging? Unbagging? Goods Sorting?
We will polybag items upon request. $.40 per item. Many times your clothing may come in polybags, if your order is polybagged and is greater than 100 pieces we will charge .05 per piece to unbag. If your order must be rebagged the charge is $.40 per item. Please indicate on your order if your garments need to be poly bagged. We offer goods sorting, minimum $15, if we receive multiple jobs dropped shipped as one purchase.