Frequently Asked Questions
Changes and Errors on Our Site
Prices and availability are subject to change without notice. Totally Promotional reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions including after an order has been submitted, whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, Totally Promotional will issue a credit to your credit card account in the amount of the charge. Individual bank policies will dictate when this amount is credited to your account.
Total Satisfaction Guaranteed
We stand behind our work with a Total Satisfaction Guarantee. Your product and imprint will be exactly as you approved them or we will re-run your order, refund your payment, or credit your account.
Free Artwork Proof
We will fax or email a proof of your imprint message or logo so that you know your message is correct.
See and Touch Product Samples
We are happy to provide our customers samples of our products for your inspection. Some limitations and charges may apply.
Rush Service - On Time Deliveries
We realize that event deadlines are important to you. We are experienced in meeting your event deadlines. We can assist you in selecting the best rush production option and expedited shipping method to meet your deadline.
All production times are based on business days. Production will begin on the following business day if you approve your artwork by 12:00pm. The shopping cart will provide you with an estimated ship date based on the production time that you choose. All shipping times are also based on buisness days.
Live Customer Service
Our staff of Promotional Product Specialists is ready to serve you by email, fax, and phone from 9AM to 5:30PM Eastern Time Monday through Friday.
Totally Promotional uses production facilities located throughout the United States in order to bring the best selection of promotional products to you. Most orders are shipped via UPS or FedEx. Please contact customer service for shipping information.
All orders ship out via ground service, unless an expedited method is requested to meet an in-hands date. All quoted shipping costs are estimated and may vary due to occasional over & under runs on each order. To receive estimated shipping costs for an order, please contact customer service at
We would prefer that you send vector art via e-mail to email@example.com.
Vector art is usually created in Adobe Illustrator or Corel Draw as a vector based EPS, AI or PDF file format. If you do not have this type of format, please send the highest resolution file you have and we will convert it to the correct format.
The image enhancement process takes your raster image and converts it to vector. Most of the time this works great, however if your art file is too low resolution to convert, your artwork may need to be redrawn. This may result in additional charges depending on the complexity of the artwork. Converting or redrawing artwork may also add additional days to production. We can typeset text and create simple artwork for free. Please, if possible, have your artwork available to email to the representative. Our sales representatives are trained graphic artists who can review and discuss your order requirements while on the phone with you.
Customers will be responsible to obtain proper permission for reproduction of logos, trademarks, and copyright images. Totally Promotional will not be held liable under any circumstances.
Returns and Exchanges
We are unable to accept returns on personalized promotional products, except in the case of manufacturing defects. We require that you check your order for defects immediately upon receipt. There are absolutely no returns after 30 days from the receipt of your order.
Please contact our customer care department at 1-866-204-9462 in the event you receive defective merchandise. We will work diligently to resolve the issue.
Our Total Satisfaction Guarantee ensures your complete satisfaction. We stand behind our work and will do everything possible to correct the situation. Your product and imprint will be exactly as you approved them or we will produce the order again, credit your account, or refund your payment.