Order Changes, Cancellations & Returns

Yes, if production has not started. Contact us immediately at 1-888-212-5501 with your order number. Orders cancel free before artwork processing begins; after proofing or production starts, charges apply for work already completed. Once items are decorated, they cannot be cancelled because they are customized to you.

Usually yes, before proof approval. Quantity changes, color swaps, shipping upgrades, and artwork edits are all easy pre-production. After your proof is approved and production begins, changes become limited and may incur fees. Call us quickly, because timing is everything.

Increases are sometimes possible if the factory can extend the run; decreases after production starts generally are not, since materials are committed. Contact us immediately and we will tell you exactly what is still adjustable on your order.

Because items are imprinted with your branding, custom products are not returnable for buyer’s remorse. However, our 100% satisfaction guarantee fully covers our errors: wrong product, defective merchandise, or imprints that do not match your approved proof get reprinted, replaced, or refunded. Read our full return policy for details, or contact us to start a claim.

Email photos of the issue to info@promotionalproductinc.com within 7–10 days of delivery, referencing your order number. If the imprint deviates from your approved proof, we reprint or refund at our expense, including return shipping if we need items back. Reach our team right away.

Photograph the damaged items and packaging, keep everything, and contact us promptly. We file the carrier claim ourselves and get replacements moving immediately. You should never have to absorb transit damage on your order.

Any defect in materials, workmanship, or decoration versus your approved proof. We make it right with a reprint, replacement, or refund, your choice in most cases. The guarantee has anchored our reputation since 1997. Contact us to begin a claim.

Errors that existed in artwork you approved (typos, wrong phone numbers, low-res logos you accepted on the proof), buyer’s-remorse returns of correctly produced custom goods, and normal variances like ±5% over/underruns or slight PMS shade variation on non-matched orders. We always state limitations honestly, so ask us if unsure.

The approved proof governs production, so the reprint cost is typically the customer’s responsibility. That said, call us; depending on production stage we may catch it in time, and we always quote the most economical correction path. This is why we encourage two sets of eyes on every proof.

Often yes, within a stated window and in resalable condition, minus return freight and possible restocking fees of 15–25% depending on the supplier. Confirm blank-return terms with your rep before ordering if returnability matters, and see our return policy for how returns are handled. Contact us for the specifics on your item.

Report issues within 7–10 days of delivery for the smoothest resolution. We will still listen after that, but prompt reporting preserves carrier claims and factory accountability, getting you replacements fastest. Contact us as soon as you spot an issue.

Your preference guides us. Reprints are often fastest for event deadlines; refunds suit cases where timing has passed. Either way, resolution is at our cost when the error is ours. Tell us which works best for your order.

Usually photos suffice. Occasionally the factory requests a sample back (prepaid label provided) or asks that goods be donated or destroyed. We never make returns a hurdle to your refund or reprint. Contact us with photos to start.

Decorated goods cannot be exchanged because they are customized. If you are unhappy with a product choice, talk to us; we look for goodwill options on your next order, and our pre-order samples exist precisely to prevent this scenario.

Cancellations before any work begins are refunded in full to your original payment method, typically within 3–5 business days. If artwork or proofing labor occurred, only those documented costs are deducted. Contact us to confirm your refund amount.

Often yes. If your event moved or budgets froze mid-order, we can usually hold the order at its current stage for a reasonable window. Holding finished goods may involve storage fees; we outline options before you decide. Reach out to set up a hold.

Monitor calibration causes slight variation, and dye lots can shift marginally between runs. Significant discrepancies from the listed color are covered by our guarantee. For color-critical projects, order a sample first, since it is the definitive reference. Contact us with concerns.

If you purchased PMS color matching and the print is off-spec, we reprint at our cost. Without PMS matching, factories print closest standard inks, and modest variation is industry-normal. Going forward, add PMS matching (around $40–60 per color) for exact brand color fidelity. Contact us to review your print.

Industry standard tolerates roughly 2% minor irregularities on large runs (slight imprint shift, small blemishes). Anything beyond that, or any functionally defective items, qualifies for replacement credit under our guarantee. Report counts and photos and we true-up fairly. Contact us with details.

Refusing delivery of correctly produced custom goods does not void payment obligation, and return freight gets billed back. If something is genuinely wrong, accept delivery, document it, and contact us; that path protects you completely.

Call 1-888-212-5501 or email info@promotionalproductinc.com with your order number, a description, and photos. A real human owns your case to resolution, with no ticket purgatory. Reach our team here.

Verified error replacements jump the queue, typically reproducing in 3–7 business days with expedited shipping when your deadline demands it, at no cost to you. Contact us to start a replacement.

Before production, yes; we adjust quantities or remove line items and refund the difference. After production starts, partial cancellation follows the same constraints as full cancellation: completed work is billable. Contact us to review what is still cancellable.

Pre-production, we revise your size run instantly. Post-production, decorated apparel cannot be exchanged, but we can quote a fill-in order for missing sizes, often with setup waived since your decoration files exist. Contact us to adjust sizes.

No. Industry-standard tolerance is ±5% on decorated quantities, and invoices adjust to actual shipped count. If you need an exact quantity guaranteed (for example, 500 minimum for an event), tell us upfront and we plan the run to guarantee your floor. Contact us to lock a minimum.

Subjective quality concerns on correctly produced items fall outside defect coverage, but we do not shrug. Share specifics and we review against the product spec, escalate to the supplier when warranted, and earn your next order with sample-first guidance. Contact us to discuss.

Yes, account credit is always available as a resolution option and is occasionally enhanced as a goodwill gesture. Choose whatever resolution serves you best. Contact us to set up a credit.

Call immediately. Pre-production orders cancel per standard terms. In-production or finished orders are still yours, but we help repurpose: undated artwork survives for future events, and we can warehouse goods short-term while you regroup. Contact us to plan next steps.

Free digital proofs with unlimited revisions, art-team preflight on every file, order confirmations that restate quantities and dates, and proactive calls when anything looks ambiguous. Most "returns" in this industry are prevented at the proof stage, and we take that seriously. Order free samples to vet products too.

Complete policies live on our customer-service pages, including our return policy, and your order confirmation links the terms applying to your purchase. Questions about any clause? Call 1-888-212-5501 or contact us; we explain policies in plain English before you buy.