Frequently Asked Questions

Here you will find the answers to some of our most commonly asked questions. If your question is not answered here, please call us toll-free at (888) 740-1120 or email info@customzilla.com and a member from the CustomZilla team will be happy to assist you!

Why purchase online from CustomZilla.com?

Simply put, we are the factory. When you place your order with CustomZilla, it is produced at the same facility that receives your order. Buying factory direct allows you to pay the absolute lowest price possible with no middle men involved!

What is a setup charge?

The setup charge is a standard fee associated with placing your artwork on our templates, making the screen that is used for imprinting or etching your logo or art, and setting up the machine that screen prints or engraves your order.

Do I have to pay a setup charge when I reorder the same item with the exact same artwork?

We are one of a few factory direct websites that DOES NOT charge when you place an exact replica of the initial order.

If I place several orders with the same artwork or design do I have to pay a setup charge for each design?

Unfortunately, yes. With different sizes and types of products, we still have to setup artwork, screens and the machines differently.

How do I calculate the total cost of my order?

We do this for you in our shopping cart. NO HIDDEN FEES.

If I find a better price on another website will you price match?

Yes. Please note that many competitors advertise lower unit-per- price costs, but charge you more for shipping or setup. If you find a complete lower order price, please call us toll-free at (888) 740-1120 and a customer service rep will match that price.

I’m unsure as to exactly what would look best for my design. What do I do?

We have a team of graphic artists waiting to help you answer this exact question. We provide free consultation and graphic assistance if you are unsure what you would like.

I am unsure about how my logo will look on a certain product. Where can I see a design preview?

After you upload and submit your artwork on CustomZilla.com, a member from our graphic design department will contact you via email with an artwork proof that will show you a preview of what your logo will look like imprinted or engraved on the product of your choice. We will work with you to make any final changes prior to production.

I have an event date that I need my order by. Can I be sure it will arrive on time?

Standard production time is 7-10 days from approval of your design. If you have a specific time or date you need your order by you can simply call us and we’ll do everything we can to meet that date without charging extra.

How fast can you delivery my order?

Standard production time is 7-10 days from final approval of your artwork. If you have a specific time or date you need your order by you can simply call us and we’ll do everything we can to meet that date without charging extra.

What is the typical or standard turnaround time for production?

Standard production time is 7-10 days from approval of your design.

If I need an order immediately, whether it is tomorrow or the next coming weekend, can you help me out?

We pride ourselves in providing the best customer service and will do everything we can to help meet your deadlines. If you have a specific timeframe you are working with, please call us and our crew will do our best to meet that deadline without you having to incur any additional fees.

How will I get my order? UPS, FedEx, freight?

We ship UPS, but FedEx ground is also available. As you are checking out in the shopping cart, you have the ability to select 2-Day or NextAir shipping options. For orders over 150 pounds, we kindly ask you to accept ground freight. We will shop out the best rate to ensure the lowest freight costs!

Once my order has shipped, can I track it online?

Once your order has shipped, you will have the ability to track the order to your doorstep. A tracking number will be automatically emailed to the email address you provide upon checkout.

When I received my order, I had broken items, what is my next step?

We ship all products in the safest and highly-packed boxes, much like the way many companies ship computers. Unfortunately, we can’t control what happens to our boxes on their journeys to you, so if, by chance, you have broken pieces, we will immediately send replacements or issue a credit on the same card you used to pay at checkout.

Is your website secure? How can I be sure that sending my Credit Card information to you over CustomZilla.com is safe?

CustomZilla.com takes great security measures to ensure that your information remains safe. Secure Socket Layers (SSL) encrypt any incoming data to ensure your information remains confidential. We display the SSL logo at the bottom of our site so that you know that the site is secure. Do not enter any information on the web unless it is on a safe and secure website like CustomZilla.com.

Do you accept other forms of payment other than credit cards?

While we prefer our customers to pay using a credit card or PayPal, we also accept checks by mail, a money order or you can call us at (888) 740-1120 to give us your credit card information over the phone. Note: If you choose to pay by a method other than a credit card, your order will not start being processed until the payment is cleared.

How do I place my order if I am paying by check?

Complete your oder as your normally would and proceed to checkout in the shopping cart. At the payment screen, select "Check" from the options available and submit your order. A member of the CustomZilla team will follow up with you to complete your order and provide further details on where to send your check.

Is my information that I sent to CustomZilla.com over the internet kept private?

Yes. CustomZilla.com only collects the information that we need to process your order. Your information will never be shared, rented, lended or sold to anyone unless you specifically opt-in to receive other information. Please see our privacy policy for details.