notNeutral Custom Order FAQ

Upload your artwork and add the products you want to your cart on our site. Our team reviews your artwork for feasibility and cost and sends you a formal quote by the next business day. Once you receive your quote, you can pay your deposit to get your custom order started.

Our standard minimum is one case per style/color, typically 36 pieces (case sizes vary by item, e.g. some cappuccino cups are sold in smaller cases). We purchase and print in full case quantities and aren't able to split a case or sell below the minimum.

Pricing depends on the product, quantity, and print location(s), but the print cost is driven primarily by the number of colors in your artwork — fewer colors means a lower cost. Upload your artwork and add products to your cart and we'll send a formal quote by the next business day.

We need vector artwork (.ai, .pdf, or .eps) with a minimum line weight of about 1.5pt. If you don't have vector art, our art team can vectorize your logo for a fee.

Yes, we print using PMS (Pantone) solid coated ink colors. If you only have CMYK or hex values, our art team will convert them to the closest PMS match.

Standard decoration is applied to the exterior. Interior decoration is possible on some items via a fired-decal process (decals sit flush with the surface), which requires a larger minimum order and longer lead time than our standard exterior print — ask us about feasibility for your specific piece.

Yes. Because of the curvature of smaller cups and our equipment, the imprint area is limited, especially on espresso and cappuccino cups and on saucers. We're happy to send a print-area template so you can see exactly what's possible before finalizing artwork.

We can generally offer any color notNeutral offers for a given item, subject to current stock. Availability changes, so confirm with us for your specific item and size.

Yes. Complete our New Customer Intake form, then ship us the product; we'll decorate it and ship it back to you.

Standard turnaround is about 2–3 weeks from the date we have both your approved proof and deposit. Rush service may be available for an additional charge — let us know your in-hands date and we'll advise.

Yes. Every order goes through our online proofing portal — we'll send a digital proof for you to approve or request changes to before anything goes into production.

New customers first complete our New Customer Intake form. Most custom orders require a 50% deposit before production begins, with the balance due before shipment. We accept major credit cards, ACH, and wire transfer.

Yes, we regularly ship to Puerto Rico and APO/FPO military addresses in addition to the continental US. Shipping cost is calculated based on your order and destination — we'll quote it once your order is finalized.

Orders can be canceled before production begins. Once production has started we're not able to issue a refund for completed or in-production work; if we make an error, we'll correct it or offer a partial refund. See our full Policies page for details.

Yes — our screen-printed and pad-printed mugs are dishwasher safe, and our inks are rated for at least 300 wash cycles. That said, we recommend hand-washing custom-decorated pieces with a non-abrasive sponge to help the print look its best for as long as possible.

Volume pricing may be available depending on the order — contact us with your quantity and we'll see what we can do.

We typically provide digital proofs and mockups for review before production. Physical pre-production samples may be available for certain orders — ask your account rep.