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UPDATED: 6/25/18

Frequently Asked Questions

In December, 2017, alphabroder® and Prime Line® merged to create the industry's first true 'One-Stop-Shop' for promotional products - raising the bar on convenience, service and solutions. Since this announcement both organizations have been hard at work to deliver a one stop shop to all of our North American customers.


Who is Prime Line®?
Founded in 1980, Prime Line® became an industry leader through the introduction of innovative products and services. The company now offers more than 1700 products across 15 categories. It features exclusive brands such as MopToppers™, Leeman New York, Rubik's® and BUILT® as well as numerous product collections. In 2016, it acquired Jetline, which was rebranded as Prime's value line creating the most comprehensive assortment of product that can be shipped within 24 hours. In addition, Source Abroad by Prime is the company's custom and overseas sourcing division offering fully custom products as well as fast turn import items. A founding member of QCA, Prime Line® has an industry leading focus on product safety and regulatory compliance.

My Account

Are alphabroder and Prime Line one company now?
Yes. Prime Line is alphabroder's hard goods division and will continue to operate independently.

I am a current customer with alphabroder, do I need to set up a separate account with Prime Line?
Yes, please follow the link below to set up your Prime Line account. Your new account will be set up in 1-2 business days. Please fill out this form.

Can I place my Prime Line orders through alphabroder?
No. All orders for Prime Line need to be placed through your Prime Line account.


Prime Line Products

How do I view Prime Line products?
All Prime Line products can be viewed at http://www.primeline.com

Does Prime Line have a catalog?
Yes, order one at http://www.alphabroder.com or email samples@primeline.com to request a catalog.

To browse the "2018 New & Favorites" catalog, click here


Logistics

Where will my order ship from?
All Prime Line orders will ship from Bridgeport, CT or Gaffney, SC

How long will it take for my order to ship to ship to me?
Production times can vary depending on product category. Lead times will be confirmed at the time of order.

What is the standard production time for a Prime Line Order?
Production times vary depending on the imprint process selected. Many items are available with free 24-hour or 3-day rush service. For information on standard production times and rush service, click here. More information is available at www.primeline.com You can email your question to customercare@primeline.com


Samples

Are samples available from Prime Line?
Yes, please email your request to samples@primeline.com

Is there a charge for samples?
A sample order totaling less than $10.00 EQP Net will ship free when you supply your third party shipper number.

Sample orders ship same day when the order is received by 3:00 pm est.

All samples feature a random imprint based on availability with the style number and ASI #. Blank samples will ship when a random sample is not available.

Sample orders ship same day when the order is received by 3:00 pm est.

If you have an issue with a sample, please contact samples@primeline.com for resolution


What about Spec Samples?
Spec samples are printed samples that include customer provided logo imprinted on the item, with a specified decoration method and location. The following charges apply to spec samples.

  • the unit price of the item at EQP

  • applicable set up charges

  • Freight charges are bill UPS unless a third party shipper number is provided.

Spec samples are not available for 4-color process heat transfer. These items are non-returnable. For spec samples, contact: orders@primeline.com


What about Self-Promotions?

We welcome you to use Prime products for self promos! The following charges apply to self promo orders

  • EQP pricing less 30% discount

  • quantity is limited to second column

  • applicable set up and run charges

  • Freight charges are bill UPS unless a third party shipper number is provided.

Self promos are not available for apparel. For Self-Promo orders please contact: orders@primeline.com



What about Virtual Specs?
Free virtual specs are available within 24 hours by contacting our sales and support team at customercare@primeline.com


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