Big Star Branding FAQs


Do you keep my artwork on file?

We archive every art job that we do for our clients. This means that once we have your logo on file there is usually not a need to send it to us again. Dormant artwork will be held on file for two years. We can also make revisions and/or changes to your logo or add text underneath (usually) at no charge.

What if I cannot get the artwork in the correct format?

Good news! We have a full design team on staff! Send over whatever you have and we will evaluate and let you know what needs to be done. We will do whatever we can to make sure that your order is not held up because of artwork problems.

Often times we can recreate your logo quickly with little or no charge. However, if your artwork is complex or we have difficulty reproducing it, we may have to charge you a small art charge based on the time spent fixing it. Typically we charge $35.00 per hour. Your newly designed artwork will be provided to you in vector format upon request so you may use it for any other printing projects.

What if I don't have artwork?

Here at Big Star Branding, we have an amazing in-house art department that is available to create a design/logo for you. For any simple jobs we may not even charge you for this service. However, our standard art fee is $35/hr.

Art examples can be found in our design studio and can be used with your order, just give us a call.

What is PMS Color Matching and why does my artwork spec have PMS numbers next to the color boxes?

PMS stands for Pantone® Matching System. It is the standard color matching system that allows printers to choose a color without leaving it up to an individuals' subjectivity. Each color in the Pantone® color chart corresponds to a particular number so that if you say your logo is royal blue, we can pick an accurate blue to recreate.

PLEASE NOTE: Because computer monitors display colors in RGB format, the color that you see on your screen may not be accurately calibrated to the actual PMS color chart.

What is the difference between screen printing and embroidery?

Screen-printing involves pressing ink through a fine mesh screen and onto the surface of a product.

Embroidery involves stitching a design into fabric through the use of high-speed computer-controlled sewing machines.

Screen Printing or the embroidered method will be used depending on the garment or product that you purchase.

Before a logo can be embroidered, it must first be digitized. It is a technical term used to describe the process involved in programming the embroidery machine to stitch the logo accurately. There will be a one-time charge for Digitizing Artwork.

Big Star Branding - Screen Printing

Screen Printing

Big Star Branding - Screen Printing



What kind of art can I use on my design?

Digital Files:

Adobe Illustrator files (vector art with paths) in an AI or EPS format with all fonts converted to outlines. We will accept vector PDFs also.

B & W Printouts:

300 dpi resolution at actual imprint size. Please make sure the art is crisp and clear.

This might work:

Adobe Photoshop file in .EPS or .TIF format at 300dpi resolution and at actual print size or larger than final imprint. Please send us font files used in your design as a .TTF or list the fonts for us if you do not have them. Microsoft Word / PowerPoint / Corel Draw / Freehand or any other professional design program file for PC or MAC. Please make sure that you have included any placed images.

This almost never works:

JPEG / GIF / Bitmap images that you have dragged off of a website or someone else has given you in a low-resolution format. We usually have to recreate these logos from scratch which may incur artwork charges.

Please Do Not Do This:

Take a small-size, low resolution/jagged image and change the name to have a ".eps" extension. This does not change the file type.

Please Note: Unsupported art file formats: QuakXpress, Pagemaker, CorelDraw, Publisher and Freehand. Microsoft Office programs (Work, Power Point, Excel, etc) are not graphics programs and will not be recognized through the art acceptance process. If you are not sure if you have the correct artwork format just send it and we will let you know.

What is the difference between vector and raster art?

There are two types of files.

1. Bitmaps are composed of pixels.

Raster images are more commonly called bitmap images. A bitmap image uses a grid of individual pixels where each pixel can be a different color or shade.

The following file types are ALWAYS raster-based:
.jpg | .gif | .png | .tif | .bmp

2. Vector graphics are composed of paths.

Vector graphics use mathematical relationships between points and the paths connecting them to describe an image.

The following file types are OFTEN vector-based:
.ai | .cdr | .eps | .pdf | .ps | .wmf

The above file types can be raster, vector, or a combination of both, depending on the contents embedded. Just because a file has an .eps extension, does not make it vector. Likewise, you CAN NOT take a .jpg and change the extension to .eps to convert it from raster to vector.

Bitmap images require higher resolutions and anti-aliasing for a smooth appearance. Vector-based graphics, on the other hand, are mathematically described and appear smooth at any size or resolution.

Bitmaps are best used for photographs and images with subtle shading. Graphics best suited for the vector format are page layout, type, line art or illustrations.

Wherever possible use the vector format for all your type, line art and illustrations and only use bitmaps for photos or images with complex or non-uniform shading.

If the graphics application recognizes native vector files such as those created by Adobe Illustrator® (a filename with an extension of .AI), CorelDRAW® (a filename with an extension of .CDR), then use them first.

Big Star Branding - Bitmap Art

Bitmap Image

Big Star Branding - Vector Art

Vector Graphic

The images above represent samples at four times actual size to exaggerate the fact that the edges of a bitmap become jagged as it is scaled up.

The EPS File Format

If the graphics application you are using cannot read native vector files the next best thing would be to save them as EPS (Encapsulated PostScript) files. These are self-contained PostScript files which contain the same mathematical descriptions as the vector files they are made from. Even bitmaps can be saved in the EPS file format. EPS files are supported by most all graphics applications. It is the most portable format for this reason. It is best to use EPS files for all line art and illustrations because they can be reproduced at any size or resolution and still display exactly as they were drawn. Use them wherever native vector files cannot be used.

Where should I send my artwork?

If you order online, you can upload your art during the checkout process. You can also e-mail your artwork to:

Please call Toll Free: 888-844-4227 with any questions. For printed artwork please send to:

Big Star Branding
4009 Naco Perrin
San Antonio, TX 78217
Attn: Art Dept

Can't Find It?!

I can't find what I'm looking for. Do you have other items that are not listed on your website?

Absolutely! We have over 1,000,000 promotional products and it's nearly impossible to keep them all listed on our site. So, please call us during store hours and speak with one of our knowledgeable team members who will research the item you are looking for and find the best prices available.


Is there a minimum number of garments I have to order?

We have a 24 piece minimum on screen printed apparel, and 12 piece minimum on embroidered apparel. Promotional products have assorted minimums. All of our other items have the minimums listed with the description of the product.

What is the minimum quantity that I can order of a particular item with my logo?

Minimum quantities are listed as the starting pricing column. However, sometimes manufacturers will have an Absolute Minimum quantity of 1/2 the listed quantity. This minimum usually requires a "less than minimum" charge and varies in amount from manufacturer to manufacturer. If you have questions concerning an "Absolute Minimum" please feel free to contact us at:

What if I only want 1 item without a logo?

We specialize in corporate merchandise and are not a retail site for individual purchasers. Although we would like to accommodate orders for 1 item at a time that simply is not our business. We make every effort to keep our minimum order quantities as low as possible, but sometimes when it comes to promotional products we are limited.

Order Process

How can I find out the status of my order?

Just call Toll Free: 888-844-4227. Please have your job number or customer name handy and we can answer your questions immediately including the carriers tracking information. You can also email your questions to

What happens after I place my order?

At time of purchase you will find instructions on what type of artwork we accept. Once we receive your artwork and our art department has set-up your proof you will receive an e-mail or fax containing your Order Confirmation and Virtual Art Proof. You must approve your order and artwork to begin production. If we have any questions or need any other information from you, we will contact you immediately.

Our goal is 100% customer satisfaction.

What if I have a Rush Order?

Uh Oh! Need it now? We have products that are available to ship within 24 hours!

Need your order rushed? No problem! We print and embroider all of our apparel "in house" so we can certainly help! Call us today to place your order on the top of our "To Do" list and get it delivered to you ASAP! Toll Free: 888-844-4227

Depending on the complexity of your order and rush time a "rush fee" will be added to your order.

Have Questions? We are here to Help!

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Payment Process

How to get credit terms? Can you bill me?

We offer open account status to qualified entities. Please note that it takes up to 10 days to process credit requests. If you need your items in a hurry you may prefer to pay by credit card for this order.

We accept Purchase Orders from City, State, and Federal entities along with school districts.

How can I pay for my order?

Due to the permanent nature of producing custom products, all first-time orders must be paid for before shipping.

You can pay by credit card (Visa/Mcard/Amex), company check or any other standard, legally-recognized form of payment. Large Organizations and Government Purchasers may use corporate purchasing cards or set up an account.

If you choose to pre-pay by company check we cannot process your order until your check clears our bank.

When do you charge my credit card?

We charge your credit card at the time the order has been placed. We will send you the final invoice and get your approval before any fees are charged to your account.


Can I order a sample before I purchase a product?

Absolutely! However, we reserve the right to inquire about sample requests and will refuse to accommodate any request we feel is abusive. Our standard policy is that we do not charge for samples under $8.00 if you provide us with your shipping account number. Otherwise we may choose to charge you for samples.

As for apparel samples, if you request samples for sizing, and they are not returned within 7 business days, we automatically invoice for the full amount.


What if I receive more or less than I order?

Because we produce items in bulk, we always try to run a few extra pieces in case there are quality issues. Our policy at Big Star Branding to make sure that you receive the best items. Depending on the item that you order, that quantity can vary from 5% - 10%. We make every effort to meet your quantity exactly, but overruns are billable unless prior arrangements are made. This is a standard practice in our industry.

Arrangements can be made prior to production to alter this policy and may require an additional charge. Please contact us if you have further questions.

What if I receive my order and I'm not happy? Is there a Guarantee?

We do everything possible to prevent mistakes on orders. Before we begin production of your order you must sign off on a complete Order Confirmation and Digital color art-proof.

We Guarantee that we will ship your order exactly as you approved on your Order Confirmation and Art Spec and that it will arrive On-Time and error-free. In the event that your order is incorrect we will replace the goods and do whatever is necessary to make sure that you are 100% satisfied with your purchase and your experience.

We have a 23+ year impeccable reputation for service & quality and take customer satisfaction very seriously.

Keep in mind that we will be happy to send you a sample and encourage you to take advantage of this offer whenever possible.

Set Up

What are Set-up Charges?

Custom imprinting your logo on an item requires printing plates, film, setting up the engraving laser or embroidery tape charges (just to name a few).

These costs are independent of the actual costs of imprinting and are set-out under the "Set-up" section of your order confirmation. Although these are one-time costs, for certain items there are re-set charges, which will also be noted separately. At certain times, there are no set up charges, depending on the product.


Can I ship on my own Fedex or UPS account number?

Of course... Just provide your 3rd party billing account number during the Order Confirmation process and we'll take care of it for you.

Can you ship internationally?

We prefer to ship via UPS. The shipping method is determined by your in-hands date, location of your destination, time-frame and cost factors. Shipping is charged at prevailing freight rates by carrier and we can ship on your account if you would like. If freight charges are not specified on your Order Confirmation we will bill your freight post-shipment and may show up as a separate charge on your credit card.

Our standard freight method is UPS Ground Service, unless otherwise designated.

We have capabilities to ship globally, no problem. Appropriate shipping fees will occur.

How do you ship my items?

We prefer to ship via UPS. The shipping method is determined by your in-hands date, location of your destination, time-frame and cost factors. Shipping is charged at prevailing freight rates by carrier and we can ship on your account if you would like. If freight charges are not specified on your Order Confirmation we will bill your freight post-shipment and may show up as a separate charge on your credit card.

Our standard freight method is UPS Ground Service, unless otherwise designated.

How much is shipping?

We offer local and nationwide shipping for all order types or you have the ability to pick up order at our San Antonio office. However,shipping prices vary depending upon the product you are purchasing.

Many times we can provide a great discount if you'll contact us directly Toll Free: 888-844-4227 or you have the option to use your third-party shipper number.

What if I have multiple destinations?

No sweat! Depending on the complexity of your shipping instructions we may have to add a per-location, drop-ship charge - usually $7.00 per location.

Contact us directly for full details: Toll Free: 888-844-4227

What if the carrier loses my shipment?

At Big Star Branding, we guarantee that we will ship your items on the designated day via the method that you have approved.

However, ownership of the goods passes to the customer once we deliver them to the carrier. We will do everything within our power to help you with any situations you encounter.

All of the major carriers that we work with have policies relating to these situations that you can investigate prior to placing your order and choosing your shipping method.


Do I have to pay sales tax?

Big Star Branding is a Texas-based corporation. Therefore, those clients who have their products shipped to locations in Texas must pay applicable sales tax.

All Churches, Schools, Government and Non Profit organizations are exempt from taxation.