FAQ
Am I limited to the products that are listed on the store currently?
No. The store features a curated selection of commonly used items, but it is not an exhaustive list. If you are planning an event or have a specific product in mind, additional options may be available. We encourage you to reach out early via the Contact page to share your ideas or request recommendations, and the appropriate team will follow up.
What is a setup charge?
A setup charge is a one-time fee to prepare artwork needed to customize a product with a logo or design before production begins. On most orders you will be charged a setup fee which varies per item.
Who should I contact if I have questions about an order placed on the store?
Please email [email protected].
How do I pay an invoice?
An invoice will be sent payable by ACH or check or by credit card with a processing fee.
What payment options are available to me?
Accepted payment methods include credit card with a processing fee directly from the website, or by invoice payable by ACH, check, or by credit card with a processing fee.
Is there a minimum order quantity?
Minimum Order Quantity (MOQ) is listed on each product. If you have additional questions about MOQ, please email [email protected].
Can I order samples before placing a full order?
Unbranded samples are available for an additional cost.
How far in advance should I place my order?
Timelines vary and are listed on each item. We recommend placing your order at least 3–4 weeks before it is needed. The timeline does not include freight and shipping, so please let us know if you have a specific deadline to meet.
Can rush orders be accommodated?
Yes.
Are there additional fees I should be aware of?
Yes; freight, sales tax, rush fees and storage are not included. If paying by credit card, there is a 4 percent processing fee.
Can items be shipped to multiple locations?
Yes, you can ship to multiple locations at an additional fee.
How will I know when my order has shipped?
An email will be sent to you once tracking information has been confirmed.
Can I change or cancel an order after it’s been submitted?
If the order has not yet been processed by production, yes, the item can be cancelled. Cancellation fees may apply.
What if my order arrives damaged or incorrect?
Orders damaged by shipping are the responsibility of the freight company. If an order arrives damaged due to production, we will work together for an appropriate resolution.
Who is this firm store intended for?
This store is intended to be viewed and used by Katten employees only. However, the branded items can be given to clients as gifts.