Canada FAQ
 

Frequently Asked Questions for Canada

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 products 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.

What is New?

    • The Prime Line product line is now represented by your alphabroder sales representative in Canada
    • You now have a dedicated Canadian Prime Line, inside sales and service team located at our U.S. Prime Line facilities
    • Shipments from Prime Line’s U.S. facilities into Canada have increased to five days per week from two days per week, utilizing the FOB Toronto Program
    • Freight rates are now calculated using alphabroder Canada rates via the FOB Toronto Program


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 click here to fill out the new account set up 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 primeline.com

Does Prime Line have a catalog?
Yes, you can contact your alphabroder sales rep or email cdncustomerservice@primeline.com to request a catalog. To browse the “2018 New & Favorites” catalog, click here

Can all Prime Line items be ordered by Canadian customers?
No, the Prime Line website identifies a small number of items that cannot be shipped to Canada.



LOGISTICS

Where will my order ship from?
All Prime Line orders have freight calculated FOB Toronto and ship from Bridgeport, CT or Gaffney, SC

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

Will my order invoice in Canadian Dollars?
Yes, your order will invoice in Canadian dollars when shipping to a Canadian address.

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. Details on standard production times and rush service.



SAMPLES

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

Is there a charge for samples?
A sample order totaling less than $20 CDN EQP net is free; simply provide a third-party shipper number (UPS, FED EX).

A sample order that exceeds $20 CDN will be billed at EQP net pricing plus shipping, based on the most economical shipping method. All samples feature a random imprint or are blank, based on availability. If you have an issue with a sample, please contact cdnsamples@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 (FOB Toronto)
    Spec samples are not available for 4-color process heat transfer. These items are non-returnable.
    For spec samples, contact: cdncustomerservice@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 (FOB Toronto)
    Self promos are not available for apparel.

    For Self-Promo orders please contact: cdncustomerservice@primeline.com


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



    SALES & SERVICE

    Who is my sales representative for Prime Line?

    Beginning April 2, 2018, the alphabroder outside sales team will represent Prime Line throughout Canada. Inside sales and Customer Service will be handled by Prime Line.
    Please email cdncustomerservice@primeline.com with any further questions.



    Download Canada FAQ PDF»

    Back to Canada – What's New!