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Frequently asked questions

Ordering

How can I place an order?

Reach out to us on our website under “Start a project” or email us at hello@bigmouth.co and let us know a bit about what you are looking for. A representative will reach out to you within 24-48 hours to begin the process.

What is the minimum order quantity (MOQ)?

The Minimum Order Quantity (MOQ) for a particular product can be located on its dedicated page. These MOQs are typically set by our partners or suppliers. Should the MOQ not work for you, feel free to get in touch with us.

Can I see samples of products before placing an order?

Yes! We understand how important it can be to touch and feel a product before ordering. If you would like a sample of a product please reach out to us and we can begin the sample ordering process.

Is it possible to order different colours or sizes for products?

Yes, the MOQ applies to the total quantity. Therefore, it’s possible to order different sizes or colours as long as the MOQ is met.

What is the typical turnaround time for orders?

The production time for each item depends on several factors, including type of product, decoration method, and time of year. The typical turnaround time for most projects is 2 weeks (not including shipping time). The best thing to do is let us know your hard deadline in your request or contact us for more info on lead times and we can try our best to accommodate.

Pricing

Do you offer bulk order discounts?

Our prices are competitive as well as degressive (meaning the higher the quantity, the lower the unit price). For additional discounts on larger order, do not hesitate to reach out for a quote.

Do you price match?

Our pricing is always competitive, however, if there is a project you are working on we would be happy to provide you with a second quote!

Why has the price increased from my last order?

The primary factor is the rising costs of raw materials, leading to a subsequent increase in the prices of the products.

What is your average response time for quotes?

We try our best to respond to you within 24-48 hours!

Customization

Can I add more than 1 logo to a product?

The customization options vary depending on the product you wish to personalize. For the majority of the products, multiple customizations are possible. Please reach out to us regarding available customization techniques and logo placement for the product(s) you are interested in. In cases where various positions are possible, you have the flexibility to choose to place the same logo or opt for a different one.

Are there any setup fees for customization?

The setup fees are set by our partners or suppliers. Each product that is being customized will have a different setup fee.

Can you help with creating or re-drawing artwork into high-resolution?

Yes! Our skilled in-house team is available to assist with artwork, and if it exceeds their expertise, we have the option to out-source it. Artwork fees for  creation or re-drawing vary based on the complexity of the artwork. Feel free to contact us for a personalized quote.

Are there any restrictions on the types of artwork or logos you can print?

Most logos can be applied to merchandise. If a design is not an ideal fit, we will notify you. The dimensions and number of colours will impact the decoration options for a product, but we always strive to provide you with the best decoration method based on your logo.

What file format do you need our logos in?

We can work with the following formats: High-res PDF, .ai, .eps, or .svg file. As long as your logo is vectorized we can work with it. A vectorized logo is vital to ensure the quality of the customization.

What colour system do you work with?

We typically utilize Pantone (PMS) colours in our industry. To ensure accurate color representation, please let us know  your specific Pantone colours to our team. Otherwise, we will strive to find the closest match available.

Is it possible to see a mock-up or a proof before production?

Yes! Our team will send you an e-proof from our partner or supplier with all of the information about the product and decoration. You will be requested to confirm and approve the e-proof before your production starts.

Products

What type of products do you offer?

The options are endless! We offer a diverse range of high-quality promotional products to suit your unique needs and branding objectives. Our extensive selection includes but is not limited to: apparel, tech gadgets, drinkware, bags, office supplies, eco-friendly products, and tradeshow and event merchandise.

Do you have a sizing chart for apparel?

A member of our team would be more than happy to provide the sizing chart for the apparel item(s) you are interested in.

If I already have my products, can you customize them for me?

Typically, we only decorate our own products. However, if there is an item we cannot source for you we can discuss decoration options with you.

Is it possible to put different items into gift boxes?

Absolutely! This is a service that Big Mouth offers, feel free to check out our Custom Boxes page to learn more.

Do you offer eco-friendly or sustainable promotional products?

Yes! We have access to a wide range of promotional products that are both eco-friendly and sustainable. If you are looking for something in particular, let us know!

Payment

Which types of payment do you accept?

You can pay by cash, credit card, e-transfer, or cheque.

When do I pay for my order?

Once your order is on route or you have received it, we will send you a final invoice. Payment is then made upon receipt of the final invoice.

Shipping

Can I track my order once it's shipped?

Yes! When we are notified by our partner or supplier that your order has shipped, we will provide you with the tracking number.

Can you ship parts of my order to different addresses?

Of course! We just ask you to indicate this in the ordering process, and a member of our team will contact you to collect all the addresses and related information.

Do you ship internationally?

Yes! We can ship to nearly any location worldwide. For specifics, please reach out and a member of our team would be more than happy to answer your questions.

How long does it take to receive an order?

Once a product is produced (which varies from product to product), shipping times vary based on where the product is produced and where it is being shipped to.

Do you offer rush services?

Yes! Rush services vary from product to product. It is best to reach out to our team to check whether or not this service can be applied to your order. 

Return Policy

Do you have a return policy?

Once your order is decorated, they are not eligible for return unless they are defective or damaged. Please reach out to our team if you need assistance with your order.

Can I cancel or modify my order after it's placed?

We understand that circumstances may change. To cancel or modify your order, please reach out to our team as soon as possible. We will do our best to accommodate your request, depending on the current status of your order and the stage of processing.