Frequently Asked Questions

How can I reach Customer Service?

Our website, AmsterdamProducts.ca, is designed to allow our customers to find and purchase personalized promotional products quickly and easily.However,sometimes an order will require additional attention from one of our Customer Satisfaction Specialists. Our Customer Satisfaction Specialists are trained to find unusual products, resolve problems, and otherwise smooth the way for a successful shopping experience for our customers.

If you have specific needs, or if you encounter difficulty completing an order, please call 1-800-267-9200 and a Customer Satisfaction Specialist will help you.

How do I use the SEARCH function?

Our search functions are designed to help you quickly locate the item you want using the item number, the product name, or a wide selection of keywords that describe that item. Simply enter the information you have into the search field and click SEARCH.

For example, the Chamberlain Pen can be located by entering the name, "Chamberlain", item number "81005", or by searching by associated words such as "pen" or "laser engraved".

Do you have other products not listed online?

Amsterdam Products has many, many items not featured on our website. Our product offerings evolve constantly to reflect the newest and most popular trends in promotional marketing. If you cannot find what you want online, or have a specific need, our sales specialists will find that product and provide a quote.

How do I place an order?

When you find an item you would like to purchase, simply select the quantity you want and proceed to the shopping cart. The site will direct you step-by-step through the ordering process. You will be asked to provide imprint information for your item, as well as colour and type style choices where applicable. The shopping cart will ask for complete shipping and payment information. The easiest and fastest way to order is with a credit card, but customers may also establish credit with Amsterdam Products by completing a short credit application.

When will I receive my order?

Production time depends on the product you order. Plastic pens will ship in 3 days and Laser pens will ship in 2 days. Calendar orders will ship in 7 business days and Keychains will ship in 2 days. Some specialty items may take up to 14 days. Artwork and proofs require additional time. If you have a specific date when you require your shipment, let us know in advance. We will make every effort to ensure your items arrive on time.

What are screen charges, plate charges, and programming fees?

These are industry standard charges for the setup of specific printing equipment used to produce your imprinted products. Plastic pens, apparel, and many advertising specialty items use a screen printing process. Vinyl calendars require a metal plate to imprint your message. Laser engraving is a computerized process that requires specific programming to setup each order.

Can I order less than the minimum quantity shown?

As a rule, the minimum quantities are established by our factories' production restrictions and therefore cannot be changed. Certain items, however, can be ordered at less than the minimum quantity for an additional charge. These items are usually indicated and the additional charges noted.

What is a Custom Logo?

We recognize the importance of promoting a corporate identity in today's busy marketplace. To assist you, we will imprint your company's logo for an additional charge. All custom logos require clear camera-ready art. Photocopies, coloured ink, paper or raised printing cannot be reproduced. See instructions for camera ready art below.

Please specify where we should locate your logo. If you don't specify a location, your logo will be placed at the discretion of our artists.

What is a Custom Logo Charge?

A custom logo charge is necessary to prepare a logo or graphic you submit to us to be imprinted on a product. You will not be charged if you select one of our free stock logos to use instead of your own artwork.

What typestyles can I use?

The products featured on this website offer standard options for type including: Helvetica, Times Roman, Ariston, Bookman, Copperplate, Liuotext, Optima, and Souvenir. These options meet the needs of most of our customers. Laser engraved items are limited to Helvetica, Times Roman, and Ariston type.

If you use a specific typeface in your promotional material, you may request that typeface for your imprint. Amsterdam Products has license to thousands of typefaces in the Adobe Type Library. If your requested font is not part of the Adobe Library, you must send your artwork in a format that include non-editable fonts, such as PDF. To comply with copyright and licensing laws, Amsterdam Products is unable to accept or use fonts sent to us by our customers. You may see a representative selection from the Adobe Type Library by clicking on FONTS.

What is a stock logo?

Several laser engraved items are available with specially designed logos that we offer free of charge. Amsterdam Products subscribes to the Blue Book, a compilation of thousands of art designs and brand logos that may be used on your imprinted promotional products. You may see a selection of some of the thousands of available logos by clicking on ART. Make note of the number of the art you want and use it to upload the artwork on the product page when placing your order. Please specify where we should locate the logo. If you don't specify a location, the logo will be placed at the discretion of our artists.

Can I use copyrighted material?

Customers are responsible for obtaining rights to use any logo, trademark, service mark, artwork, name, photograph, statement, illustration or any other intellectual property on the products purchased by the customer. Amsterdam Products shall not be held liable for the unauthorized use of any art, logo, trademark or copyright printed on any item ordered by the customer. The customer agrees to hold Amsterdam Products harmless from any claims, suits, or actions alleging that the products purchased by the customer violates or infringes on any rights of any third party. The customer further agrees to defend and indemnify Amsterdam Products from any such claims, suits, or actions.

What is camera-ready art?

"Camera-ready" refers to art and copy that is ready to be imprinted onto a product without being retouched, reworked or otherwise 'cleaned up‘ by our art department. Logos, images and artwork must be clear, sharp line artwork without ragged, jagged edges. Type appearing in logos should be the same quality and may need to be reset by our art department. We will match your typeface as closely as possible.

We CANNOT accept photocopied artwork, or any art that contains shading, patterns or screens. Typically business cards, letterheads, decals, and faxes are not suitable as camera ready art. All work requiring the skill of our art staff will be billed at the rate of $25 an hour.

In what form should I send art to you?

Artwork sent on CD or via e-mail is preferred. E-mailed artwork must include a customer name, account or order number (for existing customers) in the SUBJECT LINE. Disks must be labeled with the customer name, account or order number. Zip or CDs are acceptable.

NOTE: We cannot access artwork sent in any program format other than the ones listed below. Please list all fonts and styles used. (Ex. Times Bold Italic).

What file formats work best?

These files are preferred:

• Adobe Acrobat Files (PDF)
• Adobe Illustrator 9 or earlier (Save file as EPS. All fonts must be converted to outlines.)
• Adobe Photoshop Bitmap Image (Minimum 300 dots per inch saved as a TIFF line.)
• All Microsoft programs except Publisher. All fonts must be listed.
• QuarkXPress 4.01 or lower (Send original document and export as an EPS. All image files must be included and all fonts must be listed.)

When sending colour artwork, please specify colours using Pantone Matching System (PMS) spot colours.

These files are not preferred but still usable:

• CorelDRAW (Save documents as Illustrator files. All fonts must be converted to curves.)
• Freehand (Send original document and export as an EPS. All fonts must be converted to paths.)

Can I send laser printed output as artwork?

Yes, provided the following measures are taken. Artwork should be printed out at 200%, twice the size that the art will appear on the product. Output should be printed at 300 dpi (dots per inch) or greater. This will help eliminate any imperfections in the final art.

NOTE: 200% enlargement on a photocopier is not acceptable.

Our artwork guidelines are in place to help deliver a final product featuring a clear, crisp imprint that promotes you. If you have any questions about preparing camera-ready art, contact a Customer Satisfaction Specialist at 1-800-267-9200 or e-mail cs@amsterdamproducts.com.

How do I send my artwork to you?

You will conveniently encounter a "browse" button on the imprint-entering screen while placing an order. This function allows you to select an art file that is located on your computer. The file will be uploaded to our site when you advance to the next screen. You may e-mail art files to cs@amsterdamproducts.com. Please include customer name and account or order number (for existing customers) on the SUBJECT LINE. All typefaces and PMS colours should be listed in the e-mail.

You may also mail your art on CD, Zip disk or floppy disk. Please label the disk with the customer name and account or order number. Include all type and colour information with your file.

Mail the disk to:
Attn: Prepress
P.O. BOX 324
CORNWALL, PO MAIN
ONTARIO, K6H5T1

Is ordering online safe?

Yes, Norton® delivers critical infrastructure services that make the internet and telecommunication networks more intelligent, reliable and secure. Everyday Norton® helps thousands of businesses and millions of consumers connect, communicate, and transact with confidence. Amsterdam Products is an authentic digital Norton® secured site.

What are your terms of use?

The information and images on AmsterdamProducts.ca are protected by copyright and trademark law. Nothing that appears on this site may be copied, republished, retransmitted or reproduced in any way without express permission from Amsterdam Products.

Amsterdam Products assumes no responsibility, and shall not be liable for any damages to, or viruses that infect, your computer due to your access and use of this site.

Amsterdam Products may provide links to Internet sites maintained by others. Amsterdam Products is not responsible for the content or products offered on any third party site. Amsterdam Products does not warrant or guarantee any of the products or services offered through third party sites.

How does Amsterdam Products help prevent errors?

OOPS! Mistakes are one thing we don't like to make. We take painstaking steps to ensure the accuracy of information on our website. However, occasionally errors do occur. Please accept our apology, in advance, if an error has caused you any confusion or inconvenience. We also try to reproduce the colours of our products as closely as possible, but colours may vary due to the web process.

What are Over/Under Runs?

We try to produce your order in the quantity specified, but we reserve the right to ship and bill up to 5% over or under the desired quantity. If you receive additional items and do not wish to keep them, you may return them and we will gladly issue a refund.

What is a California Proposition 65 Warning?

The materials used as coloured decorations on the exterior of products identified with the following symbol () contain lead and/or cadmium, chemicals known to the State of California to cause birth defects or other reproductive harm.

Will my imprint look exactly like the preview?

Due to the nature of screen resolutions, browser capabilities, and the ability to reproduce accurate colours, the preview may not represent the final product exactly. We will try to closely replicate the product with your imprint on it to our specifications to allow you to make a purchase decision and proof your products. Size, colour, and locations of slogans, logos, and imprints may vary. Amsterdam Products does not guarantee product will look exactly like the preview.

What if I have a tax exempt status?

If you have a tax exempt certificate on file with us, you will not be charged tax. If you are a tax exempt organization and do not have a tax exempt certificate on file, you will need to send in your certificate and we will credit your account if tax was charged on your order.

How can I submit my tax exempt certificate?

You can mail or fax in your tax exempt certificate.
Please fax your certificate to: 1.888.223.4639
Or mail your certificate to:
        P.O. BOX 324
        C/O Customer Service
        CORNWALL, PO MAIN
        ONTARIO, K6H5T1

How do I request a sample?

You can request a free sample by calling 1-800-267-9200. You may only request up to 5 samples for your company in a 30 day period. Most items under $7 can be sampled free of charge, however there are some restrictions and not all items can be sampled. Samples over $7 will be charged to your account. If you decide to place the order, we will deduct the sample cost from your order total.