FAQ
FAQ page – General questions and answers
Account
Our B2B accounts are reserved for promotional product distributors.
💡 How to sign up: Use your work email so we can verify your business. Verification usually takes up to 24 hours (time zones can slow things down). Thanks for your patience!
Quotes, Orders & Shipment
Getting quotes and placing orders is simple:
1. Request a Quote
- For Shop items: Request a Quote/Sample directly from the product page.
- For custom sourcing: Go to Services > Source a Product for me in the top menu.
(Note: Only B2B accounts can request quotes.)
2. Review Details
Your account manager will contact you to confirm a few details about your requirements. He/she will then provide you with the following information:
- Product details (photos, pricing, specs, and other choices)
- Mockups (if needed)
- Sample costs/timeline (if requested)
3. Approve & Confirm
If you like what we offer, accept the quote to lock in your order.
4. Payment
Pay upfront—full or split, depending on order size. (See Payment FAQ for more details.)
5. Progress Update
We’ll keep you posted on production, printing, and quality checks.
6. Shipping
We will send you a tracking number as soon as it ships.
7. Support
Issues? Contact your account manager or submit a ticket—we’re here to help!
It depends on your project and the factory. Historically, we have fulfilled orders from just a few dozen items to container-load quantities. If the factory has a higher MOQ than you need, we can help negotiate or find an alternative source.
We strive to get your orders to you fast. On average,
- Air shipping: 10-15 days.
- Sea shipping: 35-45 days.
Sometimes we need 1 or 2 more days for additional quality checks or repackaging, ensuring you receive top-notch products every time. For custom projects, lead times vary based on specific requirements, and we will communicate with you upfront. Your satisfaction is our priority!
We’ll fix it! If items arrive damaged or don’t meet standards, we’ll:
- Replace them (if time allows), or
- Refund you (cash or credit).
Tip: Include photos/videos of the issue to speed things up.
👉 Return & refund policy
We understand plans can change, and we’re here to support your needs. If you need to cancel an order, please contact your account rep or open a support ticket, and we’ll guide you through the process.
Here’s how our cancellation refund works:
| Type of Merchandise | Order Progress | Policy |
|---|---|---|
| Blank merchandise | Before shipping | We will refund you after deducting the following fees:
|
| After shipping | Regretfully, we are unable to process a refund at this stage. | |
| Decorated merchandise | Before decoration | We will refund you after deducting the following fees:
|
| Imprinting/QC | Regretfully, we are unable to process a refund at this stage. | |
| After shipping |
Special Note (Updated April 11, 2025):
We know tariff changes create uncertainty. To support you, we’re offering more flexible cancellation options—including reduced fees and extended cancellation windows. Just reach out. We’ll work with you to find the best solution, case by case.
For smaller orders – like a few cartons, we provide door-to-door shipping. For large orders (container loads), we will determine the pricing terms and arrange shipping accordingly.
Pricing FAQ
Our sample charge is based on its factory cost, ensuring fair and direct pricing. We will fully refund you when you place a full order.
| Factory cost < $10 | We charge you the shipping cost only. |
| Factory cost > $10+ | We charge you the sample’s factory cost and the shipping cost. |
Yes, it’s always free.
Our customers all qualify for exclusive self-promotion pricing.
| Product |
|
| Imprint cost | Normal rate |
| One-time setup fee | Waived |
| Shipping cost | Normal rate |
Member Benefits
We reward your loyalty—the more you order, the more you save.
💡 Quarterly Rewards: Earn free credits based on your order volume, giving you automatic savings on future projects.
💡 Annual Perks: The more you grow with us, the better your service tier, unlocking lower fees and exclusive discounts.
💡 First Dibs on New Products: Get early access to pre-launch items at special rates, so you can stock up before competitors even see them.
We believe in Better partnerships = Better rewards.
Visit the Member Benefits page for more Q&A.
Payment FAQ
We accept bank wire, PayPal, and card payments. Please do not send us paper checks.
Currently, we do not offer Net X payment terms. However, we understand the importance of flexible payment options. Therefore, for orders with a product subtotal over $8K, you can:
1. Pay a 50% deposit to start production.
2. Pay the remaining 50% before shipping.
Example: A 9K order + 1K fees = 5K deposit, then 5K balance.
Custom Projects
What sets us apart from the crowds is our willingness to make every effort to bring you limitless possibilities for custom products, tailored to your needs. Check out the Custom Project Q&A section.