FAQ

CUSTOMER SERVICE

• Is there a real person I can work with directly?

  Absolutely. Any phone calls, emails, or online inquiries will put you in touch with one of our real-life human representatives.

  We have a Lucy, a Shianne, a Leah, a DJ, a Paul, and a Craig and each of us are all physically here in Canada and eager to help you with any questions or concerns you may have.  You may even grow to like one of us. Try it … call 1-866-915-5878 or email us or chat with us online.

• Something went wrong with my order, what should I do?

  Simple. Just call or email info@justdirect and let us know what the issue is. We want you to be happy, so we will help source how the issue came about, and what we can do to help fix it.

ORDERING & PAYMENT

• I'm new to Just Direct Promotions, how do I order?

  Welcome. You can order a variety of ways with Just Direct Promotions. We pride ourselves on being flexible to work with your needs.

  You can order directly online by adding items to your cart and proceeding to checkout and pay without ever having to actually speak with us.

  You can email the details in to us using info@justdirect.ca, or you can call us toll free at 1-866-915-5878 and one of our amazing team members will walk you through the process.

• Why do I have to pay up front when ordering online?

  There is no point in sugar coating this. We can’t trust everyone.

  In this day and age, many of our online interactions make it so we do not actually meet many of our customers. This doesn’t mean we don’t learn overtime to trust each other and adapt our policies. But when it comes to ordering online, everything we do is custom made or decorated, meaning we have to take the money up front to ensure we receive payment for the items and materials we will brand, as well as the hard work that goes into customizing your products. Once we have branded them, we can’t re-use them for someone else should you decide not to pay.

• How do I become a trusted customer with payment terms?

  In order to be approved to order online without paying up front, you would have to check in with one of our valued staff members to get approval. We may ask to do a quick background check or credit reference. Loyalty and track record of payment is still the best way.

   

• Will I get a Virtual Proof before production?

  The answer is YES. We will not proceed with production of your order without first getting you to view a virtual proof of some kind to help ensure we are in fact printing what you want printed.

  Once you have approved this proof, we will proceed with production as long as payment arrangements have been made.

• What payment methods do you accept?

  We accept Visa, Mastercard, Direct Deposit, eTransfer, and Cheques.

  Please note, we often do require payment prior to production, so cheques and deposits would need to be issued before production can begin.

• I want to order fewer or more than your website allows?

  We can often help either way. Just reach out via our Contact Us Page, email info@justdirect.ca, or call to discuss what it is you would like to do, and we will do our best to make it work for you.

  Keep in mind, if you are ordering less than what we show as a minimum order option, there will likely be additional charges and unit price increases.

ARTWORK

• What types of art files should I send?
  • Vector format files. These are often saved as AI, EPS, or PDF file formats.
  • These types of files allow us to edit and manipulate to best fit a wide variety of products and print methods, and are typically high resolution, which will only ensure your product is printed cleanly and professionally.
  • If you do not have a Vector version of your art work, that doesn’t mean you’re stuck. We just ask that you send us what you do have, and then we can price out an option to have your art or logo redrawn using one of our talented graphic artists. Don’t be shy to ask. We will give you the vector version afterwards, and you can use it for any print, or promotional options in the future.
• Licensed Logos and Artwork

  We take no responsibility for printing licensed, trademarked, registered, or copyrighted aspects of art files provided by you. When you submit an art file, logo, or phrase, we assume you have all permissions required to use said aspects of a file and will gladly throw you under the bus should it come back on us that you did not have permission.

PRODUCTION TIME

• How long will it take to get my order?

  The answer to this is quite complex. Our standard production on most items is approximately 7-10 business days from art approval for production. Once it leaves our facilities in the hands of couriers, it may depend on where you are in relation to our facility and the method you ask us to ship.

  Having said that, we have many products where the production time is longer, and many that we can turn around in as little as 24-48 hours.

  It really comes down to communication. If you let us know what you need, and when you need it by, we will do our best to present options for you that will work with your deadlines. You may incur rush charges, or express courier fees, or be flexible on the type of product you may want.  We are always willing to try to help come up with a solution for you.

SHIPPING

• Which companies do you ship with?

  We typically default to Purolator or UPS for most shipments, but if you have specific or preferred couriers, just let us know and we can try our best to work with it.

• What happens if order is damaged in shipping?

  Typically, we pack boxes and packages in such a manner that this is not an issue. That being said, of course damages, delays, and misplaced boxes may occur throughout the delivery process. It is very important to remember that we at Just Direct Promotions, cannot be held responsible for boxes that are missing, delayed, or damaged during shipping.

  This does not mean it is simply your problem.

  We will help you work with the courier companies to help locate missing packages, track late deliveries, or guide you in a claim for damaged goods during shipping. But please remember that our ability to control what happens with your order, ends once the agreed upon courier leaves the building with your package(s).

  You are welcome to go to our facilities to pick up the order yourself, or to have a more trusted courier option pick up your goods on your behalf to help eliminate these potential issues.

   

• What if my order shows up late?

  If we missed your deadline due to production delays, we will gladly work with you to come up with an agreement.

  We can only be held responsible for delays that occur prior to shipping. Once a courier has taken your order from our facilities, we can no longer be responsible for delays that may occur.

  Again, you are welcome to pick up your order at our applicable facilities, or arrange for your own courier to handle the pickup and delivery.

  Some times, things just happen. Power outages, natural disasters, family emergencies, you name it, things come up that make deadlines more tricky to meet. We just ask for understanding should it be something out of our control, but we do take your deadlines very seriously and will do our best to work towards resolution. We will not take responsibility for any delays due to external forces, but we do take responsibility for delays due to internal forces.