Ordering FAQ
Short answers to the questions we hear most from buyers. Product-specific minimums, production times and setup charges are on each product page.
About this site
Is this the Prime Line website?
No. Prime Line by BrandedItems is run by BrandedItems, Inc., an authorized Prime Line distributor in Tustin, California. Prime Line makes and decorates the products; we sell them to businesses and organizations and manage your order from quote to delivery.
I am a promotional products distributor. Can I get Prime Line net pricing here?
No. We sell to end customers such as companies, schools, hospitals and nonprofits. Distributors should contact Prime Line directly for net pricing, samples and account questions.
Do you sell single items to consumers?
No. We only sell decorated products in quantity to businesses and organizations. We cannot sell one or two pieces, including items you received at an event.
Minimums and pricing
What is the minimum order?
Each product has its own minimum quantity, shown as the first row of its price table. Prime Line items range from 6 pieces for YETI drinkware to 150 or more for stress balls, pens and other giveaways. In addition, orders from new non-corporate customers have a $1,000 order minimum, or a $250 processing fee for smaller runs.
Does the price include my logo?
Yes. The listed price includes standard decoration in one location. Full-color transfers and extra locations can add a run charge, and a one-time setup charge applies to new artwork. Your quote shows every charge before you order.
Do I pay setup again when I reorder?
No. A reorder with the same artwork is not charged setup again. Tell us the original order or the item and we will find your artwork on file.
Can I order a product without a logo?
Most products can be ordered blank at the same minimum quantity; mention it when you ask for a quote. Licensed brands such as YETI and Under Armour are sold decorated only.
Do schools and nonprofits get special pricing?
We do not have a separate price list for schools or nonprofits. Send a quote request with your quantity and we will price the order as sharply as we can.
Artwork, proofs and production
What artwork do you need?
A vector file (.ai, .eps, .svg or a vector .pdf) works best. If you only have a .png or .jpg, send it anyway; our art team will prepare it for the decoration method.
Will I see a proof before production?
Yes. Every order gets a free digital proof showing your logo at the real imprint size and position. Production starts only after you approve it.
How long does production take?
It depends on the item and the decoration method; your account manager confirms the production time with the quote. Shipping time is added on top. If you have a tight in-hands date, tell us when you ask for the quote; faster production is often possible at no extra charge.
Ordering, payment and shipping
How do I place an order?
Request a quote from any product page or call 800-827-2630. Your account manager confirms stock (within one business day), pricing and the proof by email, then sends a payment link or invoice.
How can I pay?
By credit card, invoice, purchase order, check or wire. First orders are paid in advance; net terms are set per client after that.
Can we use our own shipping account?
Yes. Send your carrier and account number with the quote request. Otherwise shipping is quoted with your order.
How do I check the status of my order?
Reply to the email thread with your account manager, or call 800-827-2630 with your order number. After an order is placed, all updates come by email from your account manager.
What are your business hours?
Our team works continental US hours, 6 am to 5 pm Pacific time. Quote requests sent after hours are answered the next business day.
Replacement parts and samples
Can I buy a replacement lid, a journal refill or a part for a Prime Line or Leeman product I received?
No. Promotional products are made to order for each customer, so we do not stock replacement lids, journal refills, straps or other parts, and we cannot sell single replacement items.
Can I get a sample?
It depends on the product. Ask your account manager when you request a quote.
Still have a question? Contact us or call 800-827-2630.