Q: What are your Customer Service hours?
A: Our main office and Customer Service Representatives are available Monday through Friday, 9 a.m. - 6 p.m. Eastern Standard Time. Email is answered within 24 hours.

Q: Can I place my order online at any time?
A: YES. The online ordering system is available 24 hours a day. You may also email us at info@moveinmedia.com or call during regular Customer Service hours. If you need to call after hours, please leave a message and we will respond in a timely fashion.

Q: Will I have access to the same Representative every time I call?
A: ABSOLUTELY! You are able to dial by name or ask for your Representative's direct extension.

Q: What is the average response time for questions?
A: Generally phone calls will get instant person-to-person response during Customer Service hours. Emails are typically responded to within a 24 hour period. Orders placed online through the website are responded to by email detailing the specifics of the order for confirmation purposes.

Q: Who are our clients?
A: We make marketing through signage easy for everyone, regardless of industry or budget. Our clients include advertising agencies, marketing departments, retail companies, service industries, non-profits, government agencies, small businesses and major franchises just to name a few.

Q: Can I obtain design help?
A: We are able to offer a full array of design services through our talented and experienced in-house Graphics Department.  We will either support your agency’s production or we can create custom artwork for you from scratch. All of our high quality and professional designs will be pre-approved by you prior to manufacturing.

Q: Are there artwork charges?
A: There are standard artwork set up and file preparation charges attached to every custom order. This charge is competitive with the rest of the market.

Q: Do you offer custom graphic design?
A: Our team of talented designers will be happy to create unique, custom art for you. We offer consulting to develop a product and message that will satisfy your needs. We’re capable of producing imagery, using a number of fonts and adding effects that make your display stand out. The costs for this service will be determined based on the specific scope of your project.

Q: Can you provide a layout template for my banners?
A: Yes. We provide layout templates for all of our products that identify the borders your artwork must fit within. These borders reflect the style and shape of the banner's printable area. Please visit our Templates page to download these files as needed.

Q: Do you provide digital proofs?
A: Yes. PDF proofs will always be provided to our clients for Custom Banners. Even if the artwork was laid out by the client or the client's agency, we will still email you a PDF proof complete with quantities, date and Pantone colors labeled for vector art. Once the PDF proof reaches you, we ask that you review it and email us back with a final approval. We need this approval before we can process your order.

Q: Are shipping and handling costs included in online purchases?
A: Online purchases include shipping and handling costs. This will cover labor, materials and actual shipping costs needed to process and ship your order safely and in a timely manner.

Q: What is included in the Custom Banner cost?
A: In addition to the material sleeve itself, poles, custom carry bag and a choice of one of our two stand options are included. Artwork set-up, file preparation and shipping is not included.

Q: How is my order shipped?
A: All orders are packaged in sturdy boxes and shipped with our primary carrier, UPS ground services. If you have special shipping needs, we can certainly accommodate you by using our carrier or your carrier as the need arises.  Additional costs may apply for special shipping needs.

Q: How do I get tracking numbers on shipments?
A: Tracking numbers are emailed once the item is shipped and a tracking document is generated. If you have a problem with a tracking number, please let us know immediately.

Q: How do I report a lost or damaged shipment?
A: We will provide tracking numbers on all shipments so you may track your order at any time ensuring that your shipment arrives safely and in a timely manner. If something should arrive damaged or not arrive at all, please inform us immediately. If our products arrive damaged, it's important that you bring it to our attention immediately and photograph the damaged packages, as we will need this for our claim process.

Q: What if I need to return a product purchased online (Generic Banners or Accessories)?
A: We only accept returns on incorrectly manufactured products.

Q: What if I lose or damage any of my accessories?
A: You can purchase more poles, bases and other accessories at any time by either shopping online or by calling Customer Service at 1.800.735.9161.

Q: What credit cards are accepted?
A: We accept Visa, Mastercard and American Express.

Q: When is my credit card charged?
A: For online shopping, your card is charged the full amount once the order has been placed. For custom orders, a 50% desposit is charged upon placing the order and the balance is charged right before the item is shipped.

Q: How can I check the status of an order?
A: You may email us or call us at any time for status of your order. Once your order ships, a confirmation email will be sent with tracking information.

Q: How long does it take to get my product?
A: Some pre-made products, such as hardware, stands or non-printed products, can be shipped within 7 business days subject to availability. Custom printed products ship within 3-4 weeks. If you have a need for these items sooner, please contact us as we will do our best to accomodate you. Rush charges may apply.

Q: How does the refund or returns process work for custom products?
A: If an item is to be returned, contact us immediately to discuss your reason for a refund or exchange. If the error is due to a defect from a proof you approved, we will work with you to correct the problem at an additional cost. It is the customer's responsibility to proof for spelling, grammar and layout. In cases where an order is rushed for a client and a proof is not available, the client must understand that any incorrect information on or about the product is the responsibility of the client. If we find your claim to be valid, you may return the item to us for an exchange.

Q: What is your RETURN POLICY?
A: Our Quality Assurance Department endeavors to ensure that your products arrive in the condition you’d expect. Generally products are not subject to returns or refunds unless there is an obvious material or manufacturing defect. In this case you will have the option to re-make the order free of charge or collect a refund if agreed to. Move In Media Marketing will fully investigate the cause of the problem prior to any refund or exchange.

If any products are altered in any manner subsequent to delivery, Move In Media Marketing will not be responsible for any damage incurred during the application of the product. In addition, Move In Media Marketing can not be held responsible for any damage incurred to the banners should the customer utilize the banners in a manner contrary to the recommended usage and setup guidelines. All returns require authorization before being accepted.