frequently
asked questions
Call us at 413-773-1692 or email to any of the addresses listed here:
orders@silverscreendesign.com
Cheryl@silverscreendesign.com ext. 111
Ivan@silverscreendesign.com ext. 124
Jamie@silverscreendesign.com ext. 115
Lindsi@silverscreendesign.com ext 110
Accounting:
bookkeeping@silverscreendesign.com
Our sales team is available from 8:30 am-5:00 pm,M-Fri. by appointment. Simply email any one of us to set up a time to meet.
Our offices are open for pickups and deliveries from 8:00 am-5:00pm, M-Fri.
In person at 324 Wells Street in Greenfield MA
Call 413-773-1692 or email orders@silverscreendesign.com to make an appointment so we can be prepared for our meeting with you.
By email to any of the addresses listed previously.
Through our website by filling out our brief form.
Regardless of how you place your order, these are the steps we take to ensure you get what you want when you want it:
First step is an inventory check and if we see shortages, alternate suggestions are provided.
Your order is then entered into our system, after which our art dept checks the design you’ve submitted, or creates a design for you.
We send you a proof and order confirmation including pricing. You can request revisions or approve.
Once you approve, your order enters the production queue, as the rest of the team gets to work securing the blank goods, and preparing your design for maximum quality.
When your job is complete, you receive a confirmation via email.
Glad you asked! We really depend on you to review your order carefully before it goes to print. Be sure to check the following:
-Billing address and contact person
-Shipping address (this is critical as it is very difficult to adjust an address once the order has shipped)
-Product styles, sizes, quantities and colors (Yes, it’s true. We can make a mistake entering your job in our system!
-Design Is the right image in the correct location? Are the correct colors shown? Is everything spelled correctly? Even if you sent us artwork, in many cases we have to rebuild it to print properly. Although we are very careful to make sure we’ve done that properly, we can still make an error. (we do not credit back misprinted orders if you approve a proof that is incorrect, even if you sent it to us with correct spelling, etc, originally, so look at your artwork carefully)
Beware of these common mistakes when proofing:
Not clicking on the mock up to enlarge it so you can see all the details.
Looking at your proof on your phone and not capturing all the information
Yes we do!
Once you place your order, if you need design assistance, we provide the first hour free of charge. All subsequent revisions are charged by the hour.
Pricing for apparel is based on a number of factors, such as:
-Quantity: there are price breaks at various quantities, for products getting the same imprint. By same imprint we mean the same design in the same ink colors and at the same size. Many products can be combined for better quantity price breaks, but not all. Your dedicated order rep will guide you towards the best value for your project.
-The garment styles and colors you select.
-Number of locations for decoration (i.e. front and back, front only, etc)
-Decoration Method: embroidery, screen printing, digital print, etc.
Our website can provide a quick estimate, but for more accurate pricing, contact us directly (by website form, email, or call).
Good question! Some products are faster than others, but our normal turnaround time is 10 working days from the time you approve your proof and order confirmation, plus time in transit. Please let us know if you have a hard deadline…we’ll do everything we can to get it to you in time.
We love to say “Yes, We Can Do That!”
Each product and design method has its own minimum quantity.
Here is a general guide:
Screen printed apparel – 12 units for a one color print. For more ink colors, the minimum may be higher.
Embroidery – 6 units
Laser Engraving – 6 units
Digital Printing – 1 unit”
Promotional Items – determined per product
Apparel sizing can differ from brand to brand and product to product. We strongly suggest you look closely at the size charts on our website before making your decision. If a size chart is not available on our site for the product you’ve chosen, ask our sales team to send one to you.
If you do not have terms with us, you will receive a request for payment when you approve your order online. Your order cannot be scheduled until payment is made.
If you already have terms with us, we require a purchase order before we can begin printing. Your order will be scheduled once we receive your purchase order.
Upon completion, we will send an invoice via email to the appropriate business office, with a reference to your PO number.
Custom decorated items are not returnable or refundable. We depend on you to carefully review your order confirmation and proof. Even if you sent us artwork, there is still room for error in that most art we receive has to be adjusted to meet our printing specifications and we could make a mistake during that adjustment. Therefore it is CRITICAL that you review your proof. If you just glance at it and approve, and the product you receive matches the proof we sent, we cannot refund. Once you sign off, your signature confirms that everything, including ship address, billing address, garments, sizes, and art, is correct.
We’re delighted that you love your order and we want to provide you with more. However, the internal processes and associated costs are often too high to do a few more imprinted items at the same price as your bulk order. Call us if you’re in that situation, as every circumstance is different. We always try. Always.
Sorry, not a good idea for either one of us, due to the legal implications. You must have permission, in writing, to duplicate a logo created by or for another organization.
But the good news is, we have a staff of artists in house with a track record of magically translating our customers’ ideas into spot-on original designs.
If the products can be decorated with the same image in the same colors and the same image size, then the short answer is yes. For example, an order of adult tees, sweatshirts, and longsleeves with the same left chest print in the same colors can be combined into one order, affording you a better quantity price break. But if you also throw in one toddler tee, that will be decorated separately because of the image size and location. Another example would be to add a few hats to a t-shirt order. We can still do it for you as a separate order, and details like your desired print colors will be matched up so all the products you order are consistent.
As a rule, no. We need control over the type of garments we decorate, to ensure that the fabric and construction works with our processes. Most folks think it’s a money-saver but it doesn’t usually save much at all. If you are a retailer, corporate buyer, or distributor, please contact us directly to discuss your project needs.
You bet! Company, organization or school stores are one of our most frequent requests. They can be used as fundraisers, or to simply streamline the ordering process so you don’t don’t have to be the one organizing and distributing garments to various individuals. Learn more about stores here.
We Love What We Do
When you work with Silver Screen Design, you get your very own project manager: one go-to person who knows what’s happening with your order from start to finish. That personal attention is at the center of our business. It’s what makes the reliability, flexibility, quality, and speed that we’re known for possible.
So if you want a person with your order, don’t hesitate to contact us!