Customer Service

“I don't have time to figure this out right now. Can I just speak with someone that can walk me through all this?” Absolutely, we encourage it! Promotionalitems.net MAS Industry Certified Consultants are always available to help you with your projects. Just call us at 1.888.887.8087

What Are Normal Production Lead Times?

Most custom printing orders can be completed in 10 - 15 working days from proof approval.

What is a Setup charge? Are there Setup charges on reorders?

Set-up fees vary depending on the item. On most items, a one color, one location running charge is included with the standard set-up fee. Additional set-up fees may apply for multiple colors and additional locations. For most exact reorders, a set-up fee will be waived. The reorder must be the same product with the same imprint and within a 12 month period in most cases, or a new set-up fee will apply.

Depending on the complexity of your order, other charges may apply. Examples of additional charges include:

• Rush Service
• Special Packaging
• Additional Print Locations
• Additional Colors
• Artwork Changes / Modifications
• Product Upgrades
• Less Than Minimum
• Pantone Matching System (PMS) Color
• Cancellations
• Changes Made After Authorization & Approval of Order
• Split Shipments
• Shipping to residential addresses

What is standard production time?

Although we make every effort to ensure item quantity and availability is updated on the web site, you should call us at 1-888-887-8087 before placing your order to make sure we have available stock, and to verify production time. Production does not begin until ALL the following requirements have been met:

• Payment has been received. Promotionalitems.net requires that all orders submit prepayment via credit card, check or money order before production can begin, unless you have been granted payment terms.
• Proof approval has been received. Promotionalitems.net requires that all artwork be approved before production can begin.
• A signed (approved) order acknowledgment has been received. Promotionalitems.net requires that an order acknowledgment be signed and faxed or emailed with approval before final production can begin.

How do I use the SEARCH function?

Our search functions are designed to help you quickly locate the promotional item you want using the item number, the product name or a wide selection of keywords that describe that item. Simply enter the information you have into the search field to the left of the menu bar and click on SEARCH. If you have specific guidelines for the item(s) you’re looking for, simply click on Advanced Search and fill in the appropriate fields.

How accurate are the colors I see on screen?

Promotionalitems.net provides best screen and printer color accuracy at the factory default settings of most brand name monitors and color printers. Colors do, however, sometimes vary slightly depending on the quality and/or age of your monitor, but this should not affect your ability to understand how your artwork will appear on the final product.

Which shipping methods do you use?

UPS Ground and FedEx Ground are our standard and preferred shipping method. FedEx or UPS 3-Day, 2-Day and Overnight are also available for expedited shipping. We use commercial addresses for estimating shipping charges. If the shipment is going to a residence, than carriers will typically charge more for a residential delivery.

Signatures for FedEx and UPS Delivery.

The shipping vendors (FedEx and UPS) often require a signature for delivery. If you choose to have your order delivered to your home or office, you must be available to accept delivery. If you are not available to sign for your order and a notice is left, delivery is not considered to be late. Shipping charges will not be refunded if you are not available to sign for your package and delivery was attempted on the scheduled delivery date.

When available, we will email you a tracking number so that you can monitor delivery progress and make arrangements to be available to accept your package. Unless alerted otherwise, we will use the email address you provide. Please provide us with a valid shipping phone number on the shipping address in the event you need to be reached to arrange delivery.

• Most Standard orders are sent via United Parcel Service (UPS) or FedEx Ground, with some exceptions:
• On occasion, we may use an alternative shipping company/method depending on shipping requirements.
• We do not ship to PO Boxes.
• Hawaii & Alaska orders will be shipped via UPS and FedEx Only.
• Orders are processed Monday through Friday (not including holidays). Orders received on Saturday and Sunday will be processed on the following Monday (not including holidays).
• UPS does not deliver on Saturday or Sunday. The USPS does not deliver on Saturday unless specified Saturday Delivery.
• Orders are not delivered on most major holidays.

Weekend and Holiday Delivery

Orders will be delivered Monday - Friday (excluding holidays). Packages are not delivered on most Holidays, Saturday or Sunday.

Alaska and Hawaii:

Shipping methods and delivery times may vary for packages shipped to Alaska, Hawaii and US Territories. UPS Ground and 3-Day shipping is not available.

Please Note:
Shipping rates, policies and delivery information are subject to change. The information here is intended to serve as a guideline only. Special circumstances may cause variations in actual processing and delivery time. Delivery destinations and guaranteed delivery times may vary according to the policies of USPS, UPS and FedEx. On occasion, we may use an alternate shipping company depending on shipping requirements. Overall delivery times are estimations only. While we do our best to get your order shipped as fast as possible, actual delivery time depends largely upon the shipping company. Please contact us should you have a special timeframe or delivery requirement, and we will help determine the best shipping method for your circumstances.

How much is shipping and handling?

Due to the constant fluctuation in oil prices, service options and delivery availability, Promotionalitems.net does not give freight estimates on our web site However, freight estimates are provided upon request at any time. Contact your customer service representative via phone, fax, or e-mail for a detailed estimate.

When requested, Promotionalitems.net makes every effort to include the weight of each box and the number of pieces per box in the product description. This information is accurate to the best of our knowledge, and Promotionalitems.net reserves the right to change the packaging or master carton size at any time without prior notice.

Freight estimates are only estimates and may change at any time without notice. The rates published on UPS.com and FedEx.com is accurate 95% of the time and often provides a good indication of anticipated freight costs, but they are by no means infallible. Fuel surcharges fluctuate from time to time and may change the final cost of shipping from the carrier.

*The cost of shipping and handling is additional, and is NOT included in the item price.

What is Proposition 65?

In the State of California, there exists what is referred to as "Proposition 65". Proposition 65 is the California Safe Drinking Water and Toxic Enforcement Act of 1986. Any company that sells, operates or manufactures items that may be sold in or brought into California is subject to Proposition 65.

Proposition 65 requires warning labels to be placed on any product that may contain any of 600-plus elements that the California Air Resources Board considers a carcinogen or a reproductive toxicant. This list of elements includes lead (contained within the inks used to customize most items), brass, PVC and a multitude of other everyday elements. Every product sold/available through Promotionalitems.net is tested for quality and meets all federal and state requirements. In some cases however, a majority of the inks used to customize the items contain some amount of lead. The California Safe Drinking Water and Toxic Enforcement Act of 1986 does not provide any exclusions or exemption according to the levels/quantity of the identified elements found in a product. So, even if an ink compound or product consists only of .00000001% of lead, Proposition 65 requires that suppliers warn consumers of the potential hazard associated with these items by placing a cautionary label on them.

Stiff penalties apply for not complying with Proposition 65. Failure to label items may result in a civil penalties brought by the state of California in the amount of $2,500.00 per day. If a company's product is sold or is purchased outside the State of California and brought into California, the company may still be found in violation... Please note a label does not necessarily indicate the items will cause you to contract cancer or reproductive harm if used as designed, but in compliance with California Safe Drinking Water and Toxic Enforcement Act of 1986, manufacturers are required to warn consumers about the possibility of the dangers associated with these selected elements when/if use by one of these items. These labels are just one of the many steps taken to warn consumers and abide by this California state law. For more information about Proposition 65, please visit the Office of Environmental Health Hazard Assessment web site online at: http://www.oehha.org. For a complete, up to date list of elements listed under Proposition 65, please visit online: http://www.oehha.ca.gov/prop65/prop65_list/Newlist.html