Place A Ticket
Place A Ticket Warranty Form
I'm having an issue with my order that HAS NOT shipped.
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I'm having an issue with my order that HAS shipped.
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How “Place a Ticket” works:
Our Customer Service Department will assist you in resolving a claim if your order was not produced as you requested or has a manufacturing defect. If you have such a claim:
  • Fill out the appropriate Place A Ticket Warranty Form above. The form will be sent to our Warranty Department and an agent will contact you within one business day, Monday-Friday, during regular business hours.
  • If your claim is approved, we will send you an email with the correct delivery address for your return.
  • Please do not return the merchandise to us without receiving the approval email or the product will be refused.
  • We cannot accept returned merchandise after 30 days from receipt of your order.
  • We cannot accept returns of blank table covers, blank lanyards and most of our blank can coolers because they are custom made.
  • Claims for merchandise damaged in transit must be resolved with the delivery carrier.
Need Help?
If you're having trouble filling out the Warranty Form, please contact our Customer Service Department at 1-866-795-4657 or email to customerservice@totallypromotional.com and our associates will be glad to help you.
Just need to check the status of an order?
Enter your Order # (starts with a Q) and your email address at the link below!
https://www.totallypromotional.com/order-tracking.shtml
FAQ's
Your questions could be answered here!
Product Return Policy
Please notify us if you have any problems with your order. We urge you to inspect your merchandise immediately upon arrival in order to facilitate the resolution of any claims.

The completed form will be sent to our Warranty Department and an agent will contact you within one business day during department hours Monday-Friday. A Return Authorization will be sent to you via email with the correct delivery address if you are instructed or approved to return the product(s). Please do not return merchandise to us without a Return Authorization or the product(s) will be refused.

If you need assistance filling out the Warranty Form, please contact our Customer Service Department at 1-866-795-4657 or email to customerservice@totallypromotional.com and our staff will be glad to assist you.

We cannot accept any returned merchandise after 30 days from the receipt of your order.
We cannot accept returns on promotional products that are personalized unless there are manufacturing defects.
We cannot accept returns on blank table covers, blank lanyards and most of our blank can coolers because they are custom made. Blank items that have been decorated also cannot be returned. You may be subject to a reasonable restocking fee for the blank products you return.

Claims for merchandise damaged in transit must be handled by the shipping carrier.
Cancellation or changes to existing orders
We cannot guarantee that once you have placed and approved your order with us we will be able to make changes or cancel it without assessing you charges for services completed. The amount of the charges would depend on the extent of the work already completed on your order. We will advise you in writing of any and all costs incurred prior to making changes or cancellations with us. You will be responsible for payment of those charges without dispute. If you cancel your order with Totally Promotional prior to the commencement of production by us, you will be charged a processing fee for the work we have completed to place your order into production, plus proof charges if applicable.

Please note: Rush production orders are extremely difficult to change or cancel after you have placed and approved your order.
What are Estimated Delivery Dates and Guaranteed Delivery Dates?
Guaranteed Delivery Dates
Your Guaranteed Delivery Date is the date you will receive your order when choosing rush production and/or rush delivery times. This date could change if adjustments are made to the order/artwork after the initial proof, depending on when the order is finalized. Fees for our rush service will be refunded if your order does not arrive by the guaranteed date.

Estimated Delivery Dates
This is the approximate arrival date of your order when using Standard Production and/or Standard Delivery methods. This date could change depending on current production capacity, adjustments to artwork after the initial proof, and when your order is approved and paid. If you need a guaranteed arrival date, we recommend you select rush production and/or rush delivery times.
When will I receive my order?
The arrival date of your order is based on several factors:
  • The day and time your order is approved. Your artwork, shipping method and payment data must be approved by our 12 p.m. Eastern Time deadline.
  • The shipping destination. (Please check out the estimated shipping date and delivery date on the product page.)
Our production and shipping times are based on business days.

Normal transit time is one to six days, depending on location.

Note: Once your order leaves our production facility, we are not responsible for delivery mishaps. That responsibility then falls on the shipping carrier, United Parcel Service (UPS), the United States Postal Service (USPS) or DHL.
May I change my delivery address or delivery time?
We recommend you contact your account representative for any changes to your order. After your order is received in production we may not be able to accommodate new requests.
How will my order be delivered?
We ship orders via United Parcel Service (UPS), the United States Postal Service (USPS) and DHL from our production facilities throughout the United States. All orders ship via ground service unless an expedited method is chosen or requested by you to meet an event date. All quoted shipping costs are estimates.
How do I know if my order will be delivered by United Parcel Service (UPS), the United States Postal Office (USPS), or DHL?
We ship our products by UPS, USPS or DHL. If your tracking number has letters and numbers and begins with “1Z,” it likely is a UPS shipment. A tracking number with all numbers, typically beginning with “94,” likely was shipped by USPS. A tracking number that begins with “93” is likely shipped by DHL.
Over/Unders
Products may be discarded during the manufacturing process that do not meet our factories' high standards. Sometimes extras are produced to ensure enough properly imprinted pieces to fill your order. We invoice for the exact quantity shipped. Usually the range is between 5 percent under and 5 percent over, but for certain products it can be 10 percent or higher. After your order ships, TotallyPromotional.com will adjust your invoice or credit your account or credit card for the exact quantity delivered to you. Please be sure to order a large enough quantity in case there is an under shipment. This will ensure that you will receive an adequate quantity of products for your needs.
Pricing on Our Website
We work hard to keep our websites' pricing current. However, from time to time market conditions may change the price of a particular product. We reserve the right to change prices on the website at any time. If a site price is not correct on an item that you order, we will contact you at once with the current price or help you choose a different item, if you prefer.
Changes on our Site/Correction of Inaccuracies
We strive for complete accuracy but typographical errors and/or inaccuracies may occur at times. Information may not be complete or current. Errors are subject to correction by us.

We reserve the right to revoke any stated offer, and to change prices and/or specifications without notice, even after an order has been submitted, whether or not it was confirmed and your credit card charged. If your credit card has been charged and your order is canceled, TotallyPromotional.com will issue a credit to your credit card account in the total amount of the charge. Bank policies determine when amounts are credited to accounts.

We also reserve the right to correct any and all errors, inaccuracies or omissions, and to adjust or update information at any time without prior notice, including after you have placed an order. These errors, inaccuracies and/or omissions may be related to pricing, product descriptions and availability. We apologize for any inconvenience you may experience.
Credit/Debit Card Security
We do not maintain a record of the credit/debit card you submit to us for payment once all order charges are complete. Submission of your card number to the appropriate credit/debit card company is via encrypted transmission. Each time you place an order with us, we will ask you for your current credit card information to protect your card's security.
Customer Verbal Abuse Policy
This policy has a duty to ensure the safety and welfare of our staff at TotallyPromotional.com. We are committed to dealing with all customers fairly and impartially and to provide a high standard of customer service. As part of this service, we normally do not limit the contact customers have with us. However, we do not expect and will not allow our staff to tolerate customer behavior that is clearly unacceptable, such as verbal abuse or offensive, cursing or threatening language, and we may take action to protect our staff. When we deem a customer's behavior as unacceptable, we will tell them why and ask them to change it. If the unacceptable behavior continues, we will take action to restrict the customer's inappropriate contact with us. If we are communicating via phone while this behavior is occurring, we will terminate the conversation and request the customer communicate by email only. In this case, we will email the customer and explain why we believe their behavior is unacceptable, what action we are taking and the duration of that action. If a customer continues to behave in an unacceptable manner, we may decide to permanently terminate contact with that customer. If the behavior is so extreme that it threatens the immediate safety and welfare of the company's staff, we will consider other options, such as reporting the matter to the police or taking legal action. In some cases, we may not give the customer prior warning of our actions.
Product Consistency
We cannot guarantee that all products purchased from TotallyPromotional.com will be 100 percent consistent in color and material. Minor variations in dye lots, material thickness and finish may occur in the manufacturing process. You understand that by placing your order with TotallyPromotional.com, you agree to accept the product with possible minor manufacturing variations.
Are the colors of your table covers and table runners exactly as I see them on my computer monitor?
The colors on your computer screen will not be the exact Pantone Matching System Color because all printers and monitors are calibrated differently.
Can I color-match the product I choose with another product you offer?
We cannot guarantee color-matching from one product to another or from product to imprint color due to the different printers and printing methods for each product. We highly recommend you request a sample.
What can I do if my banner stand loses tension?
Click here to find out how to retension the banner on your banner stand. This helpful page also will show you how to get started using your banner stand and how to replace your banner.
How can I change the banner on my banner stand?
For a detailed explanation, go to our Banner Stand Videos page and click on Change Banner Videos. Select your specific style of banner stand to get information on changing the banner.
How much will my cup/tumbler hold?
All of our cups and tumblers are measured to the brim so, for example, a 12-oz. beverage will completely fill a 12-oz. cup or tumbler, almost overflowing. If you are looking to fill your cups or tumblers with, for example, a 12-oz. beverage, we recommend the 16-oz. cup or tumbler to avoid overflow. The product size (capacity and dimensions) is listed on each product detail page.

To see how a 12-oz. beverage fits in our various-sized cups and tumblers, click here.
Will the imprint I selected for my 9 oz frosted cup unbreakable plastic cup be exactly the same on other sizes?
The imprint color you choose for our 9 oz. frosted unbreakable plastic cups may appear slightly different from your imprint on other sizes of that style due to the various printing processes used for each. To ensure the imprint colors meet your satisfaction, we suggest you request a sample.
Why did my cup/tumbler arrive with minor scratches and rub marks?
Very slight scuffs occasionally occur due to transportation and packaging; our products pass through several hands before they get to you. The cups/tumblers may rub against each other during transit and can create such marks. This is not considered a defect.
When will my mood cups turn color?
The cup will display a slightly tinted color until a cold beverage is placed inside. The color you choose will then become more prominent.
How bright are your light-up barware products?
Lighted glassware illuminates best in dark conditions. Light brilliance and time of battery operation vary per product and are not subject to warranty based on expectation of performance.
Where is the imprint area on your standard napkins?
Our beverage and luncheon napkins have coined edges on the bottom and along the right side. The imprint area on each is centered within the smooth area. If you order a diagonal print, the napkin will be rotated to appear as a diamond and the imprint again will be centered in the smooth area.
What is the difference between the “linen-like” napkins and the standard ones?
Our linen-like napkins are made of heavyweight single-ply material that looks and feels like thick paper towels. These napkins are a perfect touch of elegance for your special event!