Frequently Asked Questions

What is standard production time after my order is received?

Standard lead times may vary based on order complexity and inventory availability, however, typically range from 10 to 15 business days after final proof approval. This allows us to ensure the highest quality production and delivery of your custom-branded products. Please note that we are committed to keeping you informed throughout the process to meet your deadlines.

Do you offer 24 Hour Rush Services?

Many of our preferred suppliers offer 24-48 hour rush services for an additional fee established by that supplier. Qualification for these services will depend on decoration method, supplier production capacity and availability of products. While we strive to accommodate urgent requests, the ability to expedite production may vary based on these factors. Please contact us for details and to confirm if rush service is available for your specific project.

Can I use my 3rd party shipping account?

We are happy to accommodate requests to use a third-party shipping account for your orders. However, please note that certain suppliers may charge an additional fee for this service. We will inform you of any applicable fees in advance to ensure full transparency. Additionally, we offer the use of our 3rd party shipping rates as a pass-through cost and will perform a side-by-side comparison to determine the lowest rates.

How do I track my order?

Order tracking will be provided and communicated to you as soon as your order ships from the production facility. For webstore orders, tracking information can also be conveniently viewed online through your account.

What is your return policy?

We offer a 30-day return policy for most non-customized products, allowing you to return items in their original condition for a refund or exchange within 30 days of receipt. Some premium retail brands may not be returnable. Return shipping costs and any applicable supplier restocking fees will be the responsibility of the customer. If the return is due to an error on our part, we will provide a prepaid return shipping label at no cost to you. For decorated product returns/exchanges, please contact your rep for assistance.

What are your minimum order quantities?

Most products require a minimum quantity order established by the supplier being used. Minimums can range from only 1 piece on some of the higher priced items to 1,000+ pieces on lesser expensive items. For specific product minimums, consult your rep for additional details.

Can I order less than minimums?

Less than minimum order quantities are often available from our suppliers, though they may incur an additional charge. Please reach out to us for specific details on availability and any associated fees for orders below the standard minimum.

What is your sample policy?

We offer both decorated spec samples and blank samples to our customers. Decorated samples are subject to standard setup and run charge fees, and will follow standard production lead times. Blank samples are also available, often with quicker turnaround times. Please contact us for pricing and details specific to your project needs.

What if a critical in-hands date is missed?

We make every effort to meet all requested in-hands dates and ensure timely delivery of your orders. However, certain factors—such as shipping delays, carrier issues, or unforeseen circumstances—are beyond our control. While we strive to mitigate these variables, we recommend planning ahead to accommodate any potential delays. Our team will keep you informed every step of the way and work with you on best resolution measures in these unfortunate circumstances.