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Below are frequently asked questions by our resellers. The questions are broken down into categories to help you locate your answer quickly. If you can’t find the question you are looking for, don’t hesitate to contact us by phone, live chat or e-mail.
1. How do I create an account and become a reseller?
Simply click “Login” to create an account. If you already have a customer number, provide the number at this time. Customer numbers can be located on documents such as quotes or sales orders. Once you click “Sign Up”, you will be taken to www.texvisions.com/becomeareseller to fill out the information needed to create an account.
2. How do I edit my account information?
Log in and click the “My Account” link to edit your account information. Be sure to click the save button at the bottom of the page to guarantee your information is updated immediately.
3. How do I retrieve my password?
If you’ve forgotten your password, click the “Login” link at the top of the page. Locate the “Forgot your password?” link, enter your e-mail address, and click the reset password button. A temporary password will be sent to the e-mail address on file. You can then login to create a new password for your account.
1. Do you provide artwork templates?
Yes, we offer artwork templates to make the process as easy as possible. All artwork MUST be created using the provided templates, which include all necessary measurements, bleeds, and safe guides. If the templates provided are not used, artwork may be rejected by our automatic checking system, causing a delay in production time. You can refer to the Artwork Requirements under the “Artwork Templates” in the Reseller Resources section for more information.
2. What formats are your templates available in?
All templates are in a PDF format, which ideally should be opened using Adobe® Illustrator. Adobe® Photoshop may also be used, however artwork will need to be designed on a separate layer.
3. What file types are accepted for submission?
Acceptable file types include: PDF, AI, EPS, PSD, TIF, JPG, and INDD.
4. Can I obtain design help for my client’s project?
If you do not have print-ready files, we will be happy to assist you in the design and layout processes. Our graphic design team can provide you with advice from the draft to the final printable design of your client’s advertising materials.
5. Are there artwork charges?
Generally, if the artwork has been prepared following the Artwork Requirements guidelines and checked thoroughly before submission, no additional charges should apply. However, if you are unsure and would like our graphic design team to do a professional check, there will be a charge. We have created two types of artwork checking options to ensure your client’s project is completed successfully. The standard artwork checking is free of charge while the professional checking is a more in depth process and is billed after the first 15 minutes needed. You can refer to the Artwork Checking Information under the “Artwork Templates” in the Reseller Resources section for details about both services.
6. Will I receive a proof of my artwork before it gets sent to production?
You may choose whether you would like a PDF proof or not. We want to give you the flexibility to only pay for what you need. If you are confident that the artwork has been prepared following the Artwork Requirements guidelines and checked thoroughly before submission, then you may opt to not receive a PDF proof. It is important to know that if you opt to not receive a PDF proof and your artwork passes our standard checking process, it will be moved directly to production.
7. Can I use a PDF proof for accurate color matching?
For digital printing, we cannot guarantee a 100% color match for all colors. Use 100% opaque PMS (PANTONE®) Color Bridge® colors whenever possible for greater accuracy. Additionally, computer monitors will not reflect accurate colors.
8. How do I upload artwork files?
There are two ways to upload artwork, depending on how the order was placed. If you placed your order on our website, you will need to log in, click on “My Account” and locate “Upload Artwork” in the left navigation. Once you are on the Upload Artwork page, you need to select your order and begin your upload. For offline orders, find the “Upload Artwork” link under the Reseller Resources section at the bottom of the Homepage. Providing either the Quote or Sales Order number during submission will help your sales representative process your order faster.
1. Why can’t I see prices on your website?
To protect our resellers and allow them to receive the best possible rates, product pricing is unavailable to the public. You must create an account or log in to your existing account to see pricing.
2. Is there a minimum order quantity?
No, there is no minimum order quantity. When logged in, most items will be listed with a multiple piece price, however, any product can be ordered at a single piece price, available by adjusting the configurator.
3. What if I need to order a large quantity not available in the configurator?
If you cannot find your desired quantity in the configurator, contact one of our sales representatives who will provide you a custom quote. You can also fill out the quote request form and a sales representative will be in touch shortly.
4. How long does it take to get my order?
Turnaround time includes the production and shipping times. Production times for digital printing normally range from 3-10 business days, depending on the products and quantities ordered, which can be selected online during product configuration. You can modify your order in the configurator and it will update automatically to view any rush charges or additional production charges based on your timeline. Small quantities as well as specific products can have production times as short as 1 business day, but additional charges may apply. Delivery times vary based on the shipping method, ranging from morning to evening deliveries. See FedEx’s Ground Services Map for more information. End of day deliveries arrive until 7PM to residential addresses and until 5PM to commercial addresses. Some deliveries may require a signature or a person available for delivery, so lack of availability could cause delivery delays.
5. How do I calculate the cost of Shipping and Handling and how soon will I receive my order?
Shipping costs can be calculated on the product detail page or during checkout and is based on the shipping address. This will also give you expected delivery dates and deadline dates for artwork approval to ensure the production process does not delay delivery.
6. What forms of payment are accepted?
Orders placed online must be prepaid by credit card through Authorize.net, a secure online payment gateway. All major credit cards are accepted including Visa®, MasterCard®, Discover®, and American Express®. For orders placed offline, you can submit a payment by check, wire transfer, or credit card. Keep in mind that payments can be made by check or wire transfer, but may delay production time. Offline orders must be prepaid unless credit terms are established. We will extend credit terms to approved resellers who have an established business relationship. You can download a credit application online.
7. Do I have to pay sales tax?
A 6% sales tax will be charged to all customers in Pennsylvania. Pennsylvania resellers can download a tax exemption form and return it via e-mail or fax. Adjustments will be made to your account so future online orders can then be placed without tax.
8. How do I change quantities or cancel an item in my order?
Contact us for possible changes. You can refer to “Ordering” in the “Help Center” section to view our policy on changes and cancellations.
9. How can I check the status of my order?
You can check the status for online orders by simply logging in to your account. Recent orders should update immediately in the order history. We provide the status of your order while it is in house and automatically updates it as your order moves through the production process. Once your order is shipped, the carrier is responsible for your order and can be contacted to receive tracking information until your order is delivered. Please contact us to check the status of an offline order. Working with a sales representative will ensure you have the most up-to-date information on your order.
10. What if I have a question on my charges or need a copy of my invoice/receipt?
To obtain a copy of your invoice or receipt, contact us by phone or fill out a Contact Us form if you have a question about your charges.
1. How is my order packaged and shipped?
All FedEx shipping methods are available to accommodate a reseller’s timeline. Based on your needs, multiple item orders may be packaged and shipped separately and at different times.
2. How do I receive tracking numbers when my order has shipped?
To check your order status, log in to your account and choose your order to see details. If your order has already been shipped, shipping status updates and a tracking number will be available. Keep in mind that it may take until the next morning after a shipment is picked up for tracking numbers to update in your account. For offline orders, contact a sales representative to receive your tracking number.
3. What countries do you ship tos?
We are able to ship to anywhere within the U.S. and Canada as well as other North and South American countries. Online orders are limited to shipping within the U.S. and Canada.
4. What if my order never arrived?
Log in to your account and select your order to see the details of its status. Be sure that all of the items in your order have shipped. If the tracking number for your order is displayed, check with FedEx to confirm that your package was delivered. If your order shows a status of “delivered,” please contact FedEx for assistance.
5. How and when do I report a damaged shipment?
We require full inspection of products upon receipt. Any obvious manufacturing defects must be reported immediately before the product is used. By accepting a package, you agree that the products arrived without visible shipping damage. If shipping damage is suspected, the package should be signed for delivery as damaged and Tex Visions must be contacted immediately. Failure to sign for a package as damaged or to contact Tex Visions within 3 business days will be treated as a warranty claim and is subject to our warranty policy.
6. What do I do if my order is missing parts after delivery?
First, check that the order was shipped and delivered in full. Your order may be shipped in multiple boxes, so ensure all packages are delivered. If all boxes have been received, review the packing slip carefully and inspect the contents of your packages. Contact us if your order was delivered with missing items or parts.
7. What if I need to return a product?
Tex Visions must be contacted within 3 business days of the receipt of products to be eligible to receive a Return Merchandise Authorization (RMA) number and return the product. No refunds will be granted before a full inspection of the returned item. A re-stocking fee will be applied to all returned, undamaged, unused products. The reseller will be responsible for any shipping charges associated with the return. Custom printed materials and customized hardware may not be returned.
8. What is your warranty policy?
We always guarantee the functionality and quality of our products when used in observance of our product specific assembly instructions, warning labels, and disclaimers. If these are not followed closely, damage to the unit, injury, or death may result, voiding all warranties. You can refer to “Our Warranty” in the “Help Center” section to view our full warranty policy.
9. What if I lose or damage any of my accessories?
Loss and damage that is not a manufacturing defect is not covered under our warranty policy. You are responsible for the cost, including shipping cost, if you choose to have us repair and/or replace the product. Replacement parts are available for some products. Contact us to request a replacement part.
PRINTING & MATERIALS
1. What are the different layouts available?
There are four different layouts available to help your client customize their products:
- Single-reverse: The standard flag layout that allows the printed image to be viewable on the front side and penetrate to the back side of the flag as a mirror image. It is typically associated with fabric printing. The amount of dye penetration, called a through print, that is achieved depends on the material chosen.
- Single-sided: Allows the printed image to be viewable on the front of the material with no penetration to the back side; therefore, it is white on the back. It is associated primarily with other substrates, such as vinyl and photo paper.
- Double-sided: Includes two prints that are sewn together with a blocking inner liner between them. It is typically associated with fabric printing and makes it possible to have the same or a different correct reading image on both sides of a flag or banner.
- Double-print: Refers to an image being printed on both sides of a substrate instead of sewing two prints together. It is typically associated with substrates such as our Vinyl Opaque 13oz, which includes a liner that is laminated between two vinyl pieces to achieve 100% opaqueness.
2. How long do flags/banners last?
The life of a flag or banner depends on where the product is used and if it is used according to our instructions, as well as any warnings or disclaimers. Prints for indoor use have a limited warranty of 1 year whereas prints for outdoor use have a limited warranty of 6 months.
3. What materials do you print on?
We offer many different fabrics for the Digital Chemical Dye (DCD), Digital Pigment Dye (DPD), and Chemical Screen Dye (CSD) printing processes including Multiflag®, our proven flag fabric. Other popular materials are Multisol® D, Varioflag® A and Vinyl Opaque 13oz. For a detailed list of available fabrics and substrates, refer to “Materials” under “Production” in the “Help Center” section.
4. Do your banners have wind slits for outdoor use?
Due to the structure, our polyester fabrics do not require wind slits, making them perfect for outdoor use. We also offer a special stretch mesh fabric with self-sealing edges and superior durability called Varioflag® A. Wind slits may be cut in vinyl upon request although studies have shown that it does not improve the lifespan of a banner.
5. What if I cannot find what I’m looking for?
If there is any information that you cannot find on our website, please contact us by phone, e-mail, live chat, or by filling out a Contact Us form.
1. Who are your clients?
Our clients include resellers from all across the U.S., Canada, Latin and South America. Resellers can include: Advertising Agencies, Promotional Items Brokers, Government bodies, Sign Shops, and Tradeshow Executives. Many companies have trusted in our extensive experience, technical know-how, competence of our staff and quality of our products for many years. It is our customer service and repeat customers who have helped us to be where we are today.
2. What are your Customer Service hours?
Our sales representatives are available Monday through Thursday from 9am to 6pm EST and Fridays from 8am to 5pm EST. They can be reached by phone, live chat, or e-mail.
3. Can I place my order online at any time?
Yes, online orders can be placed 24 hours a day.
4. Will I have access to the same representative every time I call?
Yes. You can ask for the sales representative by name or dial their extension directly, although that is not necessary. All sales representatives can access any file or order information so if your sales representative is not available, another team member can assist you.
5. How do I receive your latest news and product information?
The best way to stay up-to-date with our latest news and product information is to subscribe to our e-newsletter. Complete the form under “Sign Up For E-Newsletter” in the “Stay Connected” section to sign up. Under the “Stay Connected” section, you can also access our e-newsletter archive and blog as well as connect with us on many different social media networks. Check us out!