Frequently Asked Questions
Who is Epolos.com and why should I order from them?
Hello, my name is Brian and I am the owner of Epolos.com. We are an 18 year old, family owned and operated business located outside of Austin, TX.
We specialize in logo embroidery and work with some of the largest and some of the smallest companies and organizations around the world. When working directly with the owner of a smaller company, every customer is treated as if they are our only customer and every customer, no matter the size, is important to us.
Our team leaders have been with us for a minimum of 5 years and take great pride to ensure our final products are of the highest quality.
We are always happy to assist with whatever questions you have, so if you have questions that are not answered below, please feel free to email or call and I will personally work with you to ensure you have the answers to all your questions.
Thank you for visiting our website and the opportunity to earn your business.
How does the ordering process work?
Once you have added all the items in your shopping cart, click the “shopping cart/checkout” button and review your shopping cart. Below the total quote amount you will see a button titled (Upload artwork here).
Upload your logo/artwork here. Click “continue” and go through the checkout process. Once we have your order, we will send a digitized proof to you for approval and feedback regarding the proper size and colors you’d like.
Once we have your final approval after any changes are made we will release your order into the production schedule.
What kind of artwork do you accept?
We can work with almost any type of file format you have, although we try to work with files that have 150dpi resolution or better.
Some of the most popular formats are jpeg, bitmap, ai, png, eps, and word.
Where do I send my artwork?
You can either attach the artwork to your order by clicking on the button “Upload File” button in the shopping cart, or you can send it to me directly with instructions at sales@epolos.com.
What if I have special instructions or comments?
You can either call us directly (512-990-5646), email me personally at sales@epolos.com, or type whatever comments you’d like in the comments box during checkout.
Do you keep our logo on file?
Yes, once we have digitized your logo, we will keep a copy of it here. If you order again in the future and you want the logo to be identical to previous orders, we won’t need to redo the logo, we can simply use the logo we have here, and that you approved on the previous orders. If any changes need to be made to the logo simply upload the new logo and we will work with you to get the new artwork approved.
Can I specify a specific PMS color?
Yes, we do work with PMS colors and can usually match any PMS color to an almost identical match with the thread colors we have here in stock. If there is a discrepancy, we will always notify you first to see if there is a substitute color that would work.
How fast will I get my order?
Your order usually ships within one week. Depending on where we ship and the shipping method used, delivery will occur a few days later. In total, most customers get their orders in about 7 business days.
How much is does shipping and handling cost?
We do not charge for shipping for any order over $100, so it is free. We only charge for two things, the shirt and the logo and there are zero other charges for you to consider. We keep it simple.
Can I use my own shipping account?
Yes we can certainly use your shipping account should you decide to go that direction.
What type of payments do you accept?
We accept Visa, Mastercard and American Express.
What are your set-up fees?
We do not charge set up fees, they are free. We only charge for two things, the shirt and the logo and there are zero other charges for you to consider. We keep it simple.
Can I see a sample?
Yes, prior to releasing your order into production we will send you a digitized proof of your logo on the shirt color you want.
This way you can see a true version of your logo and how it will look on whatever shirt color you choose.
What is the cost to change thread color?
We do not charge for thread color changes. We keep it simple, just pay for the shirt and the logo and that’s it. If you have a black logo and you want black shirts, we can change the thread color to another color for those black shirts. No problem.
How many colors can I use in my logo?
All of our state of the art embroidery machines utilize the full 15 color heads and as such we can use up to 15 colors.
What is the cost of artwork/digitizing?
Free. We only charge for two things, the shirt and the logo, that’s it. We can’t begin to do our jobs of embroidering your logo on a shirt without first digitizing it. Yes it does take some time to do this, but we don’t believe that is a cost you should incur.
Do you have access to additional shirts other than what is on your site?
Yes, we have access to the largest apparel companies in the United States and we have contracts to purchase anything and everything they sell.
We list the most popular 200-300 items on our website, however, if you need something you don’t see, send us a note or give us a call and we can almost always get the shirt you need.
What is your minimum shirt order?
Our minimum order is 12 pieces. Those can all be completely different mix and match styles, colors, sizes, etc, just 12 in total. Without charging any set up fees, digitizing fees, artwork fees, thread color change fees, shipping, etc, we ask that our customers by 12 “things”.
A few other companies may embroider 4 shirts for you. However, you will find after you pay for the $50 set up fee, the $30 artwork fee and $20 in shipping, you are already up to $100 before you buy a single shirt.
We don’t think you should get stuck with that bill. So, we ask that you buy 12 and if you don’t need 12, maybe you can get some items for your spouse, your children, or as giveaways for your best customers. It never hurts to get your brand recognized with additional pieces.
What is your 100% satisfaction guarantee?
We guarantee to stand behind the accuracy, quality and timeliness of your order.
If for any reason you are dissatisfied with your final products, please contact me directly and we will work out a way to make you whole.
We rarely run into problems with our customer satisfaction as you can see from our testimonial page, but we are human and sometimes mistakes do happen. Should that happen, we 100% stand behind our commitment to you and our 100% guaranteed satisfaction promise.
We are an A+ member within the BBB. We take great pride in the work we do with our customers and believe customer service isn’t a department, but a way of engaging with all of our current and future customers.
We have many satisfied customers and we would appreciate the opportunity to earn your business.