Frequently asked questions.
What services does Betta Concepts offer?
We deliver effective brand outcomes through the power of exceptional promotional merchandise
What is the order process?
Can I See a Sample?
Absolutely! Samples are available for almost all of our products. We may ask you to pay for the sample and/or the cost of shipping. If an order is placed, your dedicated consultant will work to help you limit sample costs when possible. Samples are intended to help our clients make an informed buying decision. We reserve the right to refuse any sample request.
What is the minimum order?
The minimum order will vary depending on the particular product that you are interested in. On the product page of the individual item you will see a price and quantity breakdown.
Can I cancel my order?
Because most of our products are custom manufactured for you, we are unable to cancel once we start your order. If no decoration has occurred yet, we may be able to return it to the manufacturer for a restocking fee. We will do everything we can to help our clients control their costs. In the event we are unable to fulfill your order, your order will be refunded. For more information, please see our Terms of Sale here.
Can I change my order once I have approved it?
Unfortunately you will not be able to change your order once you have approved it as orders are generally put into production straight away. Please contact us straight away if you have any issues regarding your order.
What if I receive less than I ordered? What if something is broken or not working?
We will replace any missing, defective, or damaged products. And if we are unable to replace it, we will refund you the difference. Betta Concepts asks that clients report any incorrect, missing, or damaged products within 3 business days of receiving their order. For defective products, please notify us within 30 days of receipt. Depending on the nature of the issue, we may also ask you to provide photos.
What if I find the same product somewhere else for less?
If you find the same product for a lower total cost, tell us! We want to work with you and will do everything we can to work within your budget.
What if I am unhappy with how my order turned out?
We encourage our clients to take advantage of our sample policy so you can see the product before you buy. If you think something looks wrong when you receive your order, please tell us! We want you to be happy with your order and will do everything we can to make it right.
Printing & Production
What printing methods do you use?
- Screen Printing: Screen printing is a printing technique whereby a mesh is used to transfer ink onto a substrate, except in areas made impermeable to the ink by a blocking stencil.
- Pad Printing: Pad printing is a printing process that can transfer a 2-D image onto a 3-D object. This is accomplished using an indirect offset printing process that involves an image being transferred from the cliché via a silicone pad onto a substrate.
- Embroidery: Embroidery is the craft of decorating fabric or other materials using a needle to apply thread or yarn. Embroidery may also incorporate other materials such as pearls, beads, quills, and sequins.
- Embossing: Embossing and debossing are the processes of creating either raised or recessed relief images and designs in paper and other materials. An embossed pattern is raised against the background, while a debossed pattern is sunken into the surface of the material.
- Laser Engraving: Laser engraving, which is a subset of laser marking, is the practice of using lasers to engrave an object
- Supa Colour: Supacolour is a revolutionary new way of decorating promotional products and apparel. It creates beautiful vibrant images and is well suited for intricate designs and details.
- Digital Printing: Digital printing refers to methods of printing from a digital-based image directly to a variety of media. It usually refers to professional printing where small-run jobs from desktop publishing and other digital sources are printed using large-format and/or high-volume laser or inkjet printers.
- All artwork needs to be supplied in vector/EPS format. If you don’t have these formats a member of our graphic design team will be able to assist you.
Can I have help with my design?
We have a team of in-house graphic designer who can help you create artwork, re-draw your logo & provide additional graphic design services. Just get in touch with our sales team to discuss.
What artwork format do I need? What if I do not have the right kind of file?
Decoration requires vector (.ai, .eps, .psd) art or high-resolution pdfs to make sure your design looks perfect. If you do not have the correct type of file, send us what you have. Our consultants will be happy to advise and assist you on the best decoration methods and how to recreate your artwork! Do you keep my artwork on file?
Do you keep my artwork on file?
Yes! We keep all active clients’ art on file so you can easily reuse the same artwork over and over on any product you like.
Can I see what my order will look like prior to printing?
Yes, definitely! We will supply you with a digital proof sheet for your approval prior to production.
Can you decorate Apparel?
We can decorate your apparel a number of different ways. The most common are screen printing, direct to garment, heat transfer, and embroidery. Your consultant can advise you on the fee structures for each of these decoration methods.
Can I choose a PMS color?
Of course. For some products, there may be an additional charge to adjust the ink color to match your pantone exactly. Keep in mind that for some decoration techniques or products PMS matching is not always possible. For any techniques, Betta Concepts will work with our decoration facilities to find the closest available match.
Can I print multiple colours?
How many colours you can get printed will vary depending on the product and printing method/finish. Please contact our sales team to discuss.
What is your policy on the use of trademarks?
When you supply Betta Concepts with artwork, you are warranting that you have the right to use and distribute your artwork. In some cases, Betta Concepts may require written confirmation from the trademark owner that you are permitted to use it.
Will you print anything?
We’re here to enhance our clients’ brands and their creativity. However, we reserve the right to refuse to print anything that is not protected speech, including but not limited to: obscenity, fighting words, defamation (including libel and slander), child pornography, perjury, blackmail, incitement to imminent lawless action, true threats, solicitation to commit crimes, plagiarism of copyrighted materials, and hate speech. This is entirely at Betta Concepts discretion.
What forms of payment do you accept?
For first-time buyers, we accept most major credit cards. We also can accept purchase orders from qualifying current clients. If you have already worked with us before, ask your consultant for a Betta Concepts Credit Application. Please keep in mind that certain products may require prepayment even for current clients.
What are “set up” fees?
Set up fees depend on the decoration technique. Each technique has its own machinery and work processes. A set up fee is the cost to prepare the machine and any necessary components to print your artwork on your product. Our consultants will be happy to explain more about the techniques available for your specific product and the costs.
Shipping & Delivery
How much is delivery cost?
Delivery will depend on your location and the weight and size of your order. If you would like a quote please contact us.
Why is shipping so expensive for my order?
Shipping costs are calculated based on the volume of the package and its weight. Certain types of products may be bulky or heavy. We can ship some products from overseas directly to our clients. If you are ordering large quantities or heavy items, we may be able to arrange a freight service to help save on costs. Your dedicated consultant will be able to give you guidance on how to best control your shipping costs.
How fast will I get my order?
Each product has its own production time and depends on availability at time of order. Depending on your location and the shipping method, shipping can take 1-5 days. One of our consultants will be happy to help meet any schedule needs. And if you need something fast, please make sure to speak with us
Can I split ship to multiple locations?
No problem. Just let your consultant know where you want to ship, and they will make it happen. Depending on the product, there may be additional fulfillment and shipping fees to ship to multiple locations.
Can I ship internationally?
Yes, we can ship anywhere. However, there may be certain types of products that cannot be shipped internationally due to local regulations. Unless otherwise stated, the Buyer is responsible for any duties and/or sales taxes charged during the import process.
Can I reroute a package during transit?
We do not advise rerouting a package during transit as it can create delays. If you absolutely must reroute a package, we will do everything we can to assist you. Rerouting a package may result in additional fees and, in some cases, a package may be too far along to reroute.