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F.A.Q.
 
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  Frequently Asked Questions

Click one of the following questions to go directly to the answer:

Q.  How can I look up your company information?
Q.  How do I place an order?

Q.  What is your company policy for overruns/underruns?

Q.  What are your set up charges, run charges, and imprinting options?

Q.  Do you imprint everything in house?

Q.  What is the difference between debossing and embossing?  Which do you offer?

Q.  I hear a lot about your “Full Color Image Printing” service.  What exactly is it?

Q.  I hear a lot about your “Green Leaf System."  What exactly is that?

Q.  How can I create a customized eflyer to present to my clients?
Q.  What benefits will I get from registering for a “My Cosmo” account?

Q.  I need promotional ideas!  Can I get some help?

Q.  What is your policy on proofs?

Q.  What is your policy on pre-production samples or spec samples?

Q.  What is your production time?

Q.  I need information on your color matching services.

Q.  What kind of artwork must be sent in?

Q.  I want a blank or random sample, what is your sample policy?

Q.  How long will it take for my order to get to the destination location?

Q.  What other information should I know with respect to your shipping policies?

Q.  What if I want to insert something into one of your items to be shipped?

Q.  What is your return policy?

Q.  Do you offer batteries for the electronic items?

Q.  Tell me about your ink refills.

Q.  What if I just want to order your products blank?

Q.  What if I want to do a self-promotion using your promotional product?

Q.  Who is eBoss?

Q.  I have a question that was not mentioned here.  Where can I find more answers?



Q.  How can I look up your company information?

A.  Cosmo Fiber has been a supplier in the promotional products industry for 20 years and is a member of ASI (46755), PPAI (111334), and SAGE (50376).  You may find our company information, including ratings and contact numbers/addresses, upon searching these organizations’ websites or programs.  You may also contact us at sales@cosmofiber.com with your general inquiry.

Q.  How do I place an order?

A.  Cosmo Fiber is a supplier in the promotional products industry and sells only to distributors within the promotional products industry.  If you would like to place an order with our company, you can find us using our company information (please see previous Q&A) or email sales@cosmofiber.com so that we may contact you.

Q.  What is your company policy for overruns/underruns?

A.  We generally practice exact quantities for our orders.  However, due to the nature of custom and promotional printing, we reserve the right to ship overruns up to 3% and underruns up to 5% of amount ordered and bill accordingly.

Q.  What are your set up charges, run charges, and imprinting options?

A.  Generally set up is $40(V) per location per color for screen printed items, pad printed items, and laser engraved items.  Set up is $70(V) per location for debossing items.  For more information, please visit our Imprinting Services section.

Q.  Do you imprint everything in house?

A.  A great majority of our products are printed within our 70,000 square foot warehouse.  This way, we can use our resources to produce quality imprints on our promotional products and ship it out to your destination as soon as possible. 

However, select items (such as custom projects or overseas orders) may be completed at our overseas factories.  This not only ensures that your specifications are met, but that the most economical means of achieving it is attained as well.

Q.  What is the difference between debossing and embossing?  Which do you offer?

A.  To deboss an item means to leave an indent or depression of a certain design or image into a product’s surface.  To emboss something means to raise a certain design or image so that it protrudes above the rest of the product’s surface.  Cosmo Fiber offers debossing on our select padfolios, portfolios, organizers, and jotters, but not embossing on our items.  Please note, also, that in our industry, the vast majority of suppliers offer only debossing, but due to frequent and inaccurate interchanging of the two terms, “debossing” and “embossing” have become synonymous.

Q.  I hear a lot about your “Full Color Image Printing” service.  What exactly is it?

A.  Our Full Color Image Printing service is actually a high quality type of heat transfer.  However, nowadays the term “heat transfer” has been thrown around quite a bit and not many people realize that there are actually 2 types of heat transfers. 

The first type of heat transfer is a high tech digital process which imprints artwork and photographs onto decals, which are then transferred using heat and pressure on to the promotional product.  It is able to produce beautifully elaborate imprints, and is capable of gradation, shadowing, the works.  This is the type of heat transfer than Cosmo Fiber utilizes for its promotional products.

The second type of heat transfer simply imprints the artwork on a traditional screen, which is then transferred onto the product using heat and pressure.  This type of heat transfer is not capable of gradation and shadows, and is not used by Cosmo Fiber.

You can trust that when you use our Full Color Image Printing service, your artwork, no matter how detailed or sophisticated, will transfer flawlessly on to the item.

To learn more about our Full Color Image Printing or other types of printing services, please click here.

Q.  I hear a lot about your “Green Leaf System."  What exactly is that?

A.  Cosmo Fiber has implemented a new business philosophy:  The Rule of Ones.  That is, we all have ONE earth, ONE home, ONE chance to make things work.  We’re serious about saving our planet and know that you and your eco-savvy customers are too.  All too often nowadays companies engage in “green washing,” where they portray a promotional item as more eco-friendly than it actually is in an effort to boost sales. 

For example, you may see a lot of confusion about where nonwoven polypropylene totes really stand in the whole “recycling is everything” movement.  Are these totes recyclable? (Yes.)  Is it possible for the totes to have been recycled?  (No.)  However, many will say yes to both questions just to entice your dollar.

That’s why we’ve developed the Green Leaf System, which is coded to the Leaf Legend.  Our system basically breaks down the eco-friendliness of our promotional products down to 6 ways.  We tag the environmental-friendliness of an item based on whether it is
recycled (RD), is recyclable (RB), is reusable (RU), biodegradable (B), uses less harmful materials in its making (M), and/or uses a less detrimental energy source to the environment (E).

Thus, the more leaves that are tagged onto an item, the more “green” it is.  And best of all, by using our Green Leaf System, the precise rationale as to why an item is considered green will be as clear as the skies and waters of our ideal earth.

To learn more about out Green Leaf System, please click here.

Q.  How can I create a customized eflyer to present to my clients?

A.  By registering with the My Cosmo login feature, you will be able to choose from a variety of templates and then customize your chosen template with the perfect compilation of promotional products for your very specific client or event.  Tinker with the different templates, slap on your company logo and contact information, and save the eflyer for future use!  Our world is your oyster!

FYI, we also have periodic eflyer specials that we create and post online (click here to see) for your use with your clients.  Colorful, client-friendly, and chalk full of great specials and new items, take a moment and sneak a peak at our weekly eflyers.

Q.  What benefits will I get from registering for a “My Cosmo” account?

A.  Order status, tracking information, customized eflyers, the works!  Check out your new My Cosmo account by clicking here!  You won't be disappointed.

Q.  I need promotional ideas!  Can I get some help?

A.  Check out our Events Calendar for our suggested items for upcoming holidays and events.  You can also take a glance at our New Products section, our current promotions, or simply call us!

Q.  What is your policy on proofs?

A.  There are 2 kinds of proofs that we provide for our customers:  paper proofs and virtual proofs. 

Paper proofs are black-and-white outlined drawings of the promotional item with the customer’s artwork (in black-and-white) positioned as per their instructions.  Paper proofs can be sent via facsimile or email, and are complimentary.

Virtual proofs are an actual colored photographic image of the promotional item with the customer’s artwork (in full color) positioned as per their instructions.  Virtual proofs can only be sent via email and are $15 (V).

Q.  What is your policy on pre-production samples or spec samples?

A.  Pre-production and spec samples are charged the unit cost plus normal set up charge(s).  Upon approval of the sample, repeat set up charge(s) will apply for the production of the actual order.  Production time after your approval of the sample is generally 5 working days.

Q.  What is your production time?

A.  Standard production time is 5-10 working days after receipt of your proof approval.  Repeat orders have a general production time of 5 working days.  Rush service is also available for projects which must be completed in less than the time listed above.  Click here for an easy to comprehend table of the production times available.

Q.  I need information on your color matching services.

A.  Our standard PMS colors are shown in the Imprinting Services section, and are available at no additional charge.  Please note that colors shown are only for your reference and that actual PMS colors will vary from the representations. 

If you would like a PMS color to be matched, there is a $20(V) charge per color per order.  Due to variation of imprint surface (eg. dark colored items or brushed metal) we cannot guarantee exact ink color match on merchandise.

Q.  What kind of artwork must be sent in?

A.  Artwork may be submitted in either hard copy or electronic format.  Please send in 600dpi, camera-ready, color separated black and white artwork.  You can also email artwork to art@cosmofiber.com in Adobe Illustrator, Photoshop, or any Mac OS compatible EPS, AI, or TIFF file.  Please remember that images must be in vector format (converted to outlines).

If artwork is typeset only, a $20(V) minimum charge may apply.  This charge may be waived if the artwork is submitted via email to the art department and the exact format (font type, size, and lettering) is included.

Q.  I want a blank or random sample, what is your sample policy?

A.  Blank samples are billed at end column pricing and can be returned for credit if it is in its original packaging with all accessories, in working condition, and within 30 days of purchase.  Customer must pay for return shipping.  Random imprinted samples are available by request only and are offered free of charge, up to $10 in value, when a shipping account number is provided.  Random imprinted items are non-refundable.

Q.  How long will it take for my order to get to the destination location?

A.  Orders are normally shipped via UPS Ground service, unless otherwise noted.  Our factory is located in Southern California, Los Angeles County, in zip code 91010.  To check transit days from our location to your destination for UPS Ground, please click here for the UPS map and transit time.  To check transit days from our location to your destination for Fedex Ground, please click here for the Fedex map and transit time.

Q.  What other information should I know with respect to your shipping policies?

A.  Drop shipments are $5(V) per location.  Also, please note that weights and other shipping information displayed on our website and in our catalog are approximates.  Any returns must receive prior authorization from the factory.  Please call us.

Q.  What if I want to insert something into one of your items to be shipped?

A.  Card insertions are $0.40(V).  Please call us for mailer quotations.

Q.  What is your return policy?

A.  Blank samples are returnable for credit (shipping excluded) if it is in its original packaging with all accessories, in working condition, and within 30 days of purchase. Random imprinted samples are non-refundable.  For all other orders, customer must receive prior authorization from the factory.  Please call us.

Q.  Do you offer batteries for the electronic items?

A.  AA and AAA batteries for each of our electronic items can be purchased for $0.30(V) per battery.  The batteries are then placed inside the item’s gift/tuck box, but not inserted into the actual product in order to preserve battery life.

Q.  Tell me about your ink refills.

A.  Our ballpoints are mainly equipped with high quality Parker and Cross type black ink cartridges.  Our rollerball contain smooth, top grade black ink cartridges as well.  For the exact type of ink cartridge used for a particular item, please see the product’s profile page.  To change the refill to blue ink cartridges (available for select pens), there is an additional charge at $0.20(V) per piece.

Additional refills are available for purchase, please click here to see the pen refills section. 

Q.  What if I just want to order your products blank?

A.  For blank orders, we offer next column pricing, depending on item and quantity.  Please call us for more information.

Q.  What if I want to do a self-promotion using your promotional product?

A.  For self-promos, we offer end column pricing, depending on item and quantity.  Please call us for more information.

Q.  Who is eBoss?

A.  eBoss is Cosmo Fiber’s sister company.  We share the same facilities with them, but eBoss carries higher end technological gadgetry than Cosmo Fiber.  Whereas Cosmo Fiber carries promotional items such as pens, mugs, bags, padfolios, and other corporate gift items and/or tradeshow giveaways;  eBoss carries digital picture frames, USB flash drives, bluetooth headsets, and much more.  You can check out eBoss entire line of products at www.ebossline.com.

Q.  I have a question that was not mentioned here.  Where can I find more answers?

A.  You can look at our General Information section or our Imprinting Services section for more information.  Or, if none of those answer it for you, you can always email your inquiry to sales@cosmofiber.com.