FAQ

USA Image is open Monday-Friday from 8:00 AM to 4:30 PM EST. If you require assistance outside of these hours, please email or leave a voicemail, and we will get back to you promptly on our next business day.

Orders and Production

When will my order be fulfilled?

VEX Awards banners are printed on demand. As they are ordered, they are put directly into the production queue and have a turnaround time of approximately 5-7 business days. There is no holding these orders.
REC Foundation Grant banners are printed on a monthly basis. They are produced on or around the 15th of each month.

Can I change the size of the banners?

Smaller banners are available to order, but they will be priced the same as the 24" x 48" banner.
Larger banners can be ordered, with pricing dependent on the requested size.
To request a different size banner, please email salesteam@usaimage.com.

Can I change the artwork on the banners?

All banner artwork is created through REC Foundation and VEX Robotics. For branding/copyright purposes, we do not accept outside designs of banners.
All banners with the REC/VEX logos must be printed through USA Image.

Can I order past year’s awards banners?

If an Event Partner or team wants to order a past season's winning banner, the requester must provide proof that the team truly won the award. Once the win is verified, the team can purchase the banner at their own cost.
To purchase a past year’s banner, please email salesteam@usaimage.com.

Can teams order directly or only through event partners?

While Event Partners often place orders for banners, teams and individuals can also order a banner at their own cost directly from USA Image.

I need my order expedited. What should I do?

For faster delivery than our standard 5-7 day production and 2-3 day shipping, please place your order online as usual. Then, contact the USA Image Sales Team at 502-267-9300 to request expedited production.
All expedited orders are subject to a $25 rush fee plus upgraded shipping costs. If you paid by credit card online, the extra shipping and rush fees will be invoiced separately.

I ordered the wrong state’s banner. What should I do?

Accidents happen! Please notify the USA Image Sales Team (502-267-9300 or salesteam@usaimage.com) as soon as you realize you ordered the wrong banner.
If you catch the mistake before production begins, we will change the order for you.
If you don’t catch it until after you receive the banner or after production, we can offer you a replacement banner at a discounted price.

My school district requires a vendor form be filled out before I can purchase something.

No problem! Please send the form to salesteam@usaimage.com before placing your order. We will happily fill it out and return it to you so your order can be fulfilled.

Do I need to create an account to order?

To place an order, an account is required. This allows us to gather your contact information, which is essential for any questions or concerns regarding your order. We also require a billing contact to address any payment-related inquiries.
Creating an account will streamline the ordering process for you next year.

Are there discounts for bulk orders or event partners?

Bulk pricing is not listed, but event partners or large-volume customers can reach out to inquire about discounted rates.

Do you have a return policy?

Due to the custom nature of each banner, we do not accept returns. If your order is incorrect or damaged, contact us immediately at salesteam@usaimage.com or 502-267-9300, and we will arrange for a replacement or refund.

Shipping

What shipping options are offered?

Domestic orders ship from Louisville, KY. For international shipping, previous-year banners, or rush orders, you must contact USA Image directly.

How long will it take to ship my order?

Our standard shipping is 2-3 business days.

My order has not arrived when I expected it to. What are my next steps?

Please check the tracking number you received via email after your order was shipped. If the tracking information indicates your order was delivered but you have not received it, please contact us immediately at 502-267-9300 or salesteam@usaimage.com, and we will send a replacement banner.
Should tracking indicate it has not been delivered, a shipping delay may have occurred. For further details, please contact your chosen shipping carrier.

Can I track my order?

You will receive an order confirmation email first. A separate email with tracking information will be sent after your banner has been produced and shipped.

Do you ship internationally?

We do offer international shipping. However, please note that international shipping fees, duties, taxes, and other related charges are the customer's responsibility and are beyond our control.

Payment and Billing

What payment methods are accepted?

Visa, Mastercard, American Express, Discover, Shop Pay, and Purchase Orders (with prior approval and emailed documentation).

Can I pay with a Purchase Order?

Purchase orders are accepted. Please select this payment option when placing your order.
After placing your order, send the purchase order to po@usaimage.com.
A purchase order must be submitted to USA Image within 48 hours of placing your order. Failure to do so may result in the cancellation of your order.
If you need longer than 48 to generate the PO, please notify the Sales Team at salesteam@usaimage.com.
Payment for all Purchase Order (PO) orders is due within 30 days of the purchase date. Outstanding balances may be subject to collections.

Where do I send my PO after placing my order?

Please send all purchase orders to po@usaimage.com.
A purchase order must be submitted to USA Image within 48 hours of placing your order. Failure to do so may result in the cancellation of your order.
Payment for all Purchase Order (PO) orders is due within 30 days of the purchase date. Outstanding balances may be subject to collections.

Can I use a discount code on my order?

You may use the code given to you by the REC Foundation for a free REC Foundation Grant banner. Each code is single-use and limited to one per cart.
There are separate discount codes for REC/VEX Grant banners and Aerial Drone Competition banners. If you are purchasing grant banners for both competitions, you will need to place separate orders, as only one code can be used per cart.
Discount codes cannot be used for state/regional championship banners.

Couldn't find your answer?

We're here to help! If you can't find the information you are looking for, please reach out to us directly.