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Frequently Asked Questions


If you do not see your question asked, please feel free to submit the question at the bottom of the page, and customer service will get back to you as soon as possible.

Q: What is the difference between personalizing and customizing?

A: Personalizing means adding your personal contact information to a product. There is an initial set-up fee of $28 for personalization. Customizing means changing anything on an already designed product, or designing your product format or layout from scratch. Additional fees apply for customized products. Contact Customer Service to discuss your needs and get a custom product quote.

Q: How do I personalize my product?

A: Select and add your item to the cart and checkout. After checkout, you will begin personalizing your product by entering in your text information and uploading required artwork for your proof. Once all elements of your personalization are received, we will prepare a full color proof for your review and approval.

Q: How do I submit my photo/logo/other art files?

A: Once your order is completed, you will be prompted to upload your artwork directly to our site. You can also return to our site and login to your account to upload artwork. If you are unable to upload your files, you can mail artwork to:

Magnets USA
Attn: Art Intake
720 Third Street
Vinton, VA 24179

There is an $18 photo scan fee. If you would like your photo returned to you, please include a self-addressed stamped envelope. We will return your photo 30-60 days after your order has shipped. For information on artwork submission and acceptable formats, see our design assistance page.

Q: Can I submit my own artwork?

A: Yes. You can submit your own artwork for use as a background or create your entire design to fit one of our products. Magnets USA® reserves the right to feature your personal design for promotional purposes, unless indicated otherwise in writing. Please contact our Customer Service department for additional information or visit our design assistance page.

Q: What file formats do you accept?

A: Magnets USA accepts print ready files in the following formats: .eps, .jpg, .pdf, .psd and .tif. Be sure to include all support files and fonts. For more information on artwork submission guidelines, visit our design assistance page.

Q: Can I expect an exact color match?

A: The color in your product may not match the color in your proof exactly because of differences in monitor resolution and the variance between computer colors and printed colors. You can greatly increase your chances of getting the desired color output in the final product by saving your digital files in CMYK color mode.

Please be aware that due to the nature of four-color printing, we cannot print every color available on a computer monitor. We follow the industry standard of "pleasing color." Due partially to the widely varying results from different output devices, there is no guarantee that your finished piece will match your printed sample.

Q: What printing process do you use?

A: Our printing press uses CMYK ink (no spot colors). While we can get relatively close to most PMS colors, we can’t guarantee an exact match. If you supply a layout using RGB colors, we have to convert to CMYK and a color shift may be noticeable. So to eliminate surprises, carefully check your color palette.

Q: What are your setup fees?

A: First-time personalization requires an $28 setup fee. Providing there are no changes, subsequent orders using the exact same personalization incur no additional setup fees. Changes to approved personalization are charged a $9 fee. Fees may vary based by product and level of customization requested.

Would you like to ask a question of your own? Use this form below to submit your question. A Customer Service representative will get back to you with the answer.

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