FAQs

Your package will ship via FedEx or USPS within 14 business days of when your order is received (longer for large orders). Please note FedEx does not ship to PO Addresses. Tracking information is provided to you upon shipment of your order.  If you have further questions please contact ecommerce@mybrandpromo.com.

We do not ship internationally or to PO Boxes.

Questions about your order or a return?

Please contact us at ecommerce@mybrandpromo.com. If you cannot reach customer service, you may also call Amy Petty at 314-528-9165. Permission for any return must be secured from our return department. There are NO RETURNS on decorated merchandise unless the item you ordered is damaged or you received an incorrect item. You must contact customer service for a return request at which time the return instructions will be emailed to you.

Returns Policy:

Please verify the size, quantity, and color you are ordering before placing your order. Returns are not accepted unless the product you receive is damaged or the product you receive is not the product that you ordered. Do not return anything until you receive instruction from our return department.

Once a return is authorized by our return department:

Return the item to the address given to you by our return department with all original content (product, tags etc).

Keep your shipping records for proof of shipment in the event of loss. Returns shipped via USPS (U.S. Post Office) or with a value of over $100.00 should be insured. We cannot be held liable for returns that do not reach our return department.

We will refund shipping costs (or provide a return label) only if the return is a result of our error. You are responsible for all freight charges on shipments that are refused or returned with no fault on our part. We are not responsible for incidental or consequential damages or losses to defective products, errors in shipping your return or other errors. The limit of our liability is the replacement cost of any item you purchase on this webstore.

Damaged Shipments:

Damaged shipments from handling must be claimed with the freight carrier. If you notice concealed damage after the driver has left, keep all the packing and call the freight carrier to return and inspect the damage to file a claim. We are not responsible for damage caused by the freight carrier.

For additional product selection, or to place bulk orders, please contact Julie Steffeny at julie@mybrandpromo.com.

I've placed my order, but have yet to receive my merchandise, what can I do?

There are a few different options for you. If you have the order number, you can check the status online by clicking on your account profile, or search your order number in your inbox. If you're unable to locate your order number, please reach out to us at ecommerce@mybrandpromo.com with your name, email, and the approximate date of your order, and we’ll help retrieve the details for you.

I would like to change or cancel my order.

All change or cancellation requests should be directed to ecommerce@mybrandpromo.com. We strive to accommodate changes quickly, but if the order has already been processed by our fast-fulfillment team, we may not be able to adjust your order.

There's a charge on my credit card that I do not recognize.

Please email ecommerce@mybrandpromo.com, M - F 8:30am - 4:30pm CST with the Transaction Date, Posting Date and amount of the transaction. From there, we can work with our accounting department to provide specific information about the transaction.

I have not received an electronic confirmation of my order placed online.

Perhaps the email address was entered incorrectly, your email filter may have blocked our message, or your order did not go through. Please reach out to ecommerce@mybrandpromo.com and we will gladly assist you.

I have not received a shipment notification email, when will I receive my order?

Your order may not have shipped, but there are a couple of things you can do to verify. If you have the order number, you can check the Order Status online by logging into your account and checking our order status. If you login to your account, you can view previous orders and their associated statuses. If for some reason you do not see your order details on your account page after logging in, please contact us at ecommerce@mybrandpromo.com, with one of the items you purchased and we'll find the information for you.

I see a "Page Cannot Be Displayed" message. What do I do?

Please contact your system administrator to ensure all internet settings are correct, and copy and paste the error message in an email to ecommerce@mybrandpromo.com, M - F 8:30am - 4:30pm CST.