Frequently Asked Questions

How long will it take to print my order?

Our normal production time on in stock items with a one color imprint is 3-5 weeks. Multi color imprints and special ware may take longer. Rush services may be available, please contact customer service for details.

Can I have my order shipped on my UPS, FedEx, or DHL account?

Yes, just provide your account number at order placement.

Can I arrange my own shipping?

Yes! Our pickup hours are Mon through Fri. from 8:30AM until 3:00PM. You MUST either fax a bill of lading to 804.462.9951 or the freight carrier must present one to our shipping department on arrival. Orders will not be released without a bill of lading.

What is a screen charge?

A screen charge includes the total cost to prepare your order and artwork to go to press. Screen charges apply on new artwork or if it has been more than 2 years since your last order. Digital art files are kept for a two year period.

Can I see a glass with my artwork on it before you produce my order?

Our art department will email you a virtual art proof with your logo on the glass. If you wish to have an actual pre-production proof, additional charges will be incurred and your order will be delayed. Please contact Customer Service for details

What are extra color charges?

We can print up to 5 colors on most items. Our pricing includes a non-metallic one color imprint. Additional colors will incur additional charges. This is separate from a screen charge. For pricing on additional colors, precious metals (gold, copper, palladium), please consult with one of our Customer Service representatives for details.

What ink colors do you offer?

Our standard color chart can be viewed here. Custom colors can be mixed for an additional fee of $50.

Are all of your products listed on your website?

We aren’t able to list all of our products on our website. If you don’t see what you are looking for, please contact us.

Do I need to submit my artwork in a certain format?

ARTon Products’ preferred format is vector art. However we do accept other formats. Please review our artwork requirements for additional information.

What if I only have JPG or a GIF file?

We ask that all JPG, GIF or TIF files be 300 dpi at the actual size. Additional art fees may apply if our art department has to rework the artwork. Please review our artwork requirements for additional information.

When is my credit card charged?

Your credit card is charged after we have received your approvals of your art proof and sales order.

Does a sales tax apply?

Sales tax applies only for orders shipping to customers in Virginia. Virginia customers who fax or email us a copy of their tax exempt id will not pay sales tax.

What if my order arrives with broken items?

Please inspect your shipment on arrival. If you discover damage, please bring it to the attention of the driver immediately, and be sure to note the damage when signing the delivery receipt. DO NOT REFUSE DELIVERY. Contact Customer Service regarding the damage. We will file a claim with the freight company on your behalf. If there is extensive damage and you need replacements our Customer Service will work with you on a replacement order. Claims for damages must be made within 30 days of delivery.