USB-Depot.com

Frequently Asked Questions

Below you will find some of our most frequently asked questions, with links to answers for each. If you still have questions or need more information about any of our products, services, or policies, please feel free to contact us at any time!

• The Order Process

  • Processing Your Order: As Easy As 1, 2, 3!

    In order to process and deliver your order as quickly as possible, please read the following instructions very carefully.

    Step 1: ORDER

    SIGN AND FAX the QUOTATION and PAYMENT forms provided by your customer sales representative.

    Step 2: SEND ARTWORK

    EMAIL your customer sales representative your ARTWORK/LOGO files in vector format as quickly as possible.

    If you have PRELOAD or AUTORUN files, please contact us to arrange for their transmission to us.

    Step 3: APPROVE PROOF

    APPROVE the electronic art proof that we send to you via email by SIGNING AND FAXING it to us by no later than the deadline stipulated on the form. Please note that artwork recreation and/or changes are subject to additional charges and may require extra time to process your order.

    PLEASE NOTE THE FOLLOWING:

    • Your order does NOT go into production until these three (3) steps have been completed.

    • Any delays in the above three (3) steps may delay the delivery date of your order.

    • The CVV number on the payment form is required for all purchases and can be found on the back of your VISA or MasterCard (3 digits) or the front of your AMEX (4 digits).

    • Customers in the United States: Please do not forget to supply the TAX ID number of the destination to which your products are being shipped; this is necessary for the delivery of your order.

    Please do not hesitate to contact us at 1-888-987-3376 if you have any questions or concerns.

    Thank you for your business!

• Artwork Guidelines

  • Artwork Guidelines

    Please review carefully the following guidelines as issues with artwork may cause delays in your order processing and delivery.

    Submitting Art:

    If the size of your artwork is 3MB or less, please send it by email directly to our Art Department: artwork@usb-depot.com. Do not forget to include your company name, order number, and/or quote number.

    For larger size files, please contact our Art Department at 1-888-987-3376 ext. 706 for further arrangements.

    Acceptable Art:

    Vector artwork is required. Please convert all Mac files to PC by using the “Save for PC” function.

    Usable Formats:

    Adobe Illustrator (8.0 - CS) .EPS or .AI files.

    Convert all files to outlines (curves). Please note that bitmap (picture) files simply placed/pasted into an Illustrator document do not qualify as vector artwork and will not be accepted.

    Also Acceptable:

    Adobe PhotoShop (300 dpi +) .PSD files.

    Unacceptable Art:

    The following formats are not considered acceptable:

    • Files set up for web presentation, such as .jpg or .gif files.

    • Artwork that has been created or imported into a word processing program, such as Microsoft Word, WordPerfect, PowerPoint, Publisher, etc.

    Artwork Recreation Services:

    If you do not have acceptable vector art, USB Depot can help! Click here for information on getting your artwork recreated to vector format.

    Still need help?

    Check out our handy Artwork Guidelines PDF.

• USB-Depot is RoHS Compliant
  • 

    USB-Depot is RoHS Compliant

    USB-Depot's GREEN promotional USB flash drives are RoHS compliant, and are certified not to contain hazardous substances.

    The RoHS Directive stands for "the restriction of the use of certain hazardous substances in electrical and electronic equipment." This directive ensures that electrical and electronic equipment put on the EU market does not contain more than agreed levels of lead, cadmium, mercury, hexavalent chromium, polybrominated biphenyl (PBB), and polybrominated diphenyl ether (PBDE) flame retardants.

    At USB-Depot, we are pleased to offer our RoHS compliant, eco-friendly flash drives to both our North American and European customers.

    For more information about our RoHS compliant USBs, please contact us.

Policies

• Sample Policy

  • Sample Policy

    Because imprinted USBs can be complicated and because they are customized, nature, USB-Depot highly recommends to its customers the ordering of samples prior to purchasing a bulk quantity. This allows customers to ensure they are getting exactly what is expected.

    2 types of samples are offered:

    1) Product sample:
    product without logo or message;
    
    2) Pre-production sample:
    an exact sample of a product with the customer's logo/message imprinted on it.

    PRODUCT SAMPLES

    Product samples are used to show customers the exact product they intend to later imprint with their logo; they do not include the customers' logo/message. They are blank products or, sometimes, products that may be imprinted with another company's logo/message. They are required as part of our guarantee policy.

    Sample Cost

    USB-Depot is pleased to provide up to 2 product samples, free of charge (maximum value of $5 each – such as non-working USB samples), to legitimate business customers. Samples valued at more than $5 (such as working USBs) or samples above the 2 free allowed will be charged at the price listed for the minimum quantity.

    Shipping

    Customers are responsible for shipping charges. We can use our shipping account and then bill the charges to customers that do not have a shipping account (such as UPS, FedEx, or Purolator).

    How to Order

    To obtain a product sample, please contact and discuss your request with our Sales Department. Note that adequate time is necessary to receive and review the product sample as it can add up to a week or more to the overall process.

    The following information is required for a sample order:
    1. Product name(s);
    2. Company name, billing and shipping addresses, telephone number;
    3. Shipping account number (if available).

    Payment

    All samples that do not qualify as free samples must be paid for by credit card at the time of request. Sample orders will not be processed until written credit card authorization is received.

    Returning Samples

    Some sample items may be returned within 15 days of receipt. To do so, please contact our Customer Service prior to shipping back to ensure that items can be returned. Please note that a 25% restocking fee will be applied for all returned samples and that any shipping costs remain the customer's responsibility. To prevent sample policy abuse, USB-Depot reserves the right to decline any sample request.

    PRE-PRODUCTION SAMPLES

    Pre-production samples are an exact replica of the requested product, in the chosen color(s), with imprint and decoration. Pre-production samples are highly recommended as they ultimately can become time and cost saving: changes can still be made before the entire production process is started. Pre-production samples are required as part of our guarantee policy.

    Pre-Production Sample Cost

    The cost of a pre-production sample can vary depending on the product ordered. A pre-production sample may seem expensive, but this is mainly due to the setup and preparation involved in producing one customized item. Think of it as an investment: when ordering $5,000 worth of customized products, is it not worth it to spend $100-200 to ensure that the entire order exactly meets expectations?

    Please do not hesitate to inquire with our Sales Department for further information on pre-production samples.

    Shipping

    Customers are responsible for shipping charges. We can use our shipping account and then bill the charges to customers that do not have a shipping account (such as UPS, FedEx, or Purolator).

    How to Order

    To obtain a pre-production sample, please contact and discuss your request with our Sales Department.

    Payment

    All pre-production samples must be paid for at the time of request. Pre-production sample orders will not be processed until written authorization with payment is received.

    Returning Pre-Production Samples

    Because of the pre-production samples' customized nature, no returns are accepted. For more information, please contact us at any time by calling 1-888-987-DEPOT [3376].

• Order Cancellation Policy

  • Once your Order Confirmation & Payment Authorization form has been signed and submitted to USB-Depot, the materials necessary for your order are set aside and your order production begins. Should you need to make changes or cancel your order at this point, please be aware that setup and/or restocking charges may apply. Occasionally, a situation calling for a change may arise. Should such a situation occur, we will do our best to notify the factory before production begins. However, please note that you may incur additional set-up and/or other charges if your order production has begun.

    Because of the customized nature of imprinted USBs, once production has begun, we can no longer cancel or change your order. Should you no longer require your ordered items once production is finalized, please note that you will be liable for the full cost of your order.

    For more information, please contact our Customer Service department at 1-888-987-DEPOT [3376].

• Payment Policy

  • Payment of Goods

    Because imprinted USBs are of a customized nature, USB-Depot requires the full payment of goods prior to the start of production, except in cases where customers have applied for and received credit terms.

    Payment is accepted by credit card (VISA or Mastercard), Paypal, check, or cash.

    Placing your Order

    A quote/order form with payment details starts the order process. Simply provide your payment information, fill in any other missing order information required, provide your signature, and fax this form back to us. Please note that for payments made using credit cards, a written authorization is needed, which means that any card number called in by phone will still require an authorization form to be signed and faxed back.

    When the full payment is received (unless you have established terms with us), your order processing begins. For orders requiring quick delivery, payment using a credit card is the fastest way to have them processed. Please note that if you wish to pay by check or cash and do not have terms, processing will not begin until USB-Depot receives full payment, which can delay order processing by up to several days.

    Credit Applications

    Credit applications are available and can be offered to all customers following their first order. Established terms are NET 30.

    Shipping & Adjustments Payment

    Payment for your order's shipping and for any adjustments will be collected at the time of order; unless otherwise stated at that time, the same method of payment used for goods will be used for any outstanding adjustments and shipping.

    Canadian Customers: PST or GST Exemption

    When ordering, if your company qualifies for PST or GST exemption, please provide proof by faxing us a copy of your exemption number/certificate.

    NSF Checks

    A $50.00 fee will be charged for any check returned for Non Sufficient Funds.

    Questions/Information

    Should you have any question regarding payments or billing, please do not hesitate to contact USB-Depot's billing department at 1-888-987-3376 ext. 3 or via email at billing@usb-depot.com.