Place A Ticket

Issues With Your Order

Use this form to place a ticket for highest priority order issue resolution. The form will be sent directly to our Warranty or Order Change Department, depending on the issue. We take pride in our customer satisfaction and we take all order issues seriously. Placing a ticket is the quickest way to resolve a warranty or make a change to an order that has already been invoiced. If you have not yet paid for your order, please contact your sales representative for order changes.
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TICKET

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Please Note:
  • A ticket can only be placed within 30 days of receiving your paid invoice.
  • 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.
  • Orders are extremely difficult to change or cancel after you have placed and approved your order.
  • Supplying a photo will help speed up the warranty ticket process.
  • If your claim is approved and a product return is required, 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 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.
  • The Warranty and Order Change Department hours of operation are Monday to Friday, 8 a.m.-4 p.m. (ET).

Your questions could be answered here!

Top Questions

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.
The arrival date of your order is based on several factors:
  • The day and time your order is approved. Your artwork, delivery method and payment data must be approved by our 12 p.m. Eastern Time deadline.
  • The delivery destination. (Please check out the delivery date on the product page.)
Our production and delivery 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 delivery carrier, United Parcel Service (UPS), the United States Postal Service (USPS) or DHL.
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.
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 delivery costs are estimates.
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.
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.
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.
The colors on your computer screen will not be the exact Pantone Matching System Color because all printers and monitors are calibrated differently.
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.
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.
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.
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.
The dye sublimation process starts with a solid, white material and dyes the image and background color into the can cooler material. The final result is a smooth finish without a raised feel.
We cannot achieve exact color-matching with dye sublimation. However, to get the best color output we recommend you supply your artwork in Pantone Matching System Solid-Coated Color numbers. If artwork is submitted in CMYK Values, the color can vary quite a bit from our print method to what you see on your computer screen.

Dye sublimation printing does not provide 100 percent pure white or black as a background color. The colors will appear with a slight gray tint.
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.
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!
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Need to check the status of an order?

Enter your Order # (ex: Q114582 OR 600012345) and your email address at the link below!
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Questions or Issues with a Sample Request?

Terms & Conditions

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, Totally Promotional 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.
Totally Promotional is dedicated to providing high-quality, customized products for you and your event. Although we strive for perfection, we understand that mistakes happen! If we make a mistake, we will review the issue and do our very best to remedy the situation. However, due to the customized nature of our products, Totally Promotional cannot accept returns for printed items that pass our production quality standards. ***Once shipped, orders meeting Totally Promotional’s satisfactory standard are NON RETURNABLE***. There may be an opportunity to make changes to the order while still in production, however, applicable fees will be assessed. Once the order has begun printing it cannot be cancelled. Please see Cancellation or Changes to Existing Orders for more details.

We are committed to offering top notch customer service, so please notify us within 48 hours of receipt if there is an issue with your order. No credits will be issued for returned merchandise without our prior consent.

If you have problems with your order, please click the "Place A Ticket" button above and fill out the form. The completed form will be sent to either our Warranty or Order Change Department and an agent will contact you within two business days, 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 Ticket, please contact our Customer Service Department at 1-866-795-4657 or email: customerservice@totallypromotional.com and our staff will be glad to assist you.

We cannot accept any returned merchandise after 30 days from the date the invoice was created.

You may be subject to a reasonable restocking fee for blank products you return. 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 handled by the delivery carrier. Totally Promotional is held free and harmless from damages of this kind.

We want you to be satisfied with your order and enjoy your shopping experience with us! Please feel free to contact our customer service department, at any time, for clarification of these terms.
Once an order has been submitted to production, Totally Promotional cannot guarantee that you will have the option to make changes or the ability to cancel your order. Applicable fees will be assessed to process any changes made at this point. Charge amounts depend on the extent of work already completed. 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, you will be charged a fee for the work we have completed to place your order into production.

Totally Promotional cannot always guarantee products will be fulfilled once an order has been approved. Some items contain limited quantities that make completion impossible. In these cases, Totally Promotional has the complete discretion to cancel the order and preform a reverse funds transfer. If cancellation occurs, Totally Promotional representative will work with you to provide applicable product alternatives.

Please note: orders are extremely difficult to change or cancel after you have approved your order.

To request changes or to cancel your order, please click the "Place A Ticket" button above and fill out the form.
If a Guaranteed Delivery Date is chosen by you for your order, we reserve the right to increase/decrease either production or delivery times to meet that Guarantee Delivery Date. Totally Promotional attempts to produce and ship all guaranteed orders as quickly as possible to ensure each customer receives their order by the Guaranteed Delivery Date. If production time is shorter or longer than the customer chose, the delivery time will be adjusted accordingly to meet the Guaranteed Delivery Date.
Totally Promotional will not be held liable for any specific damages or consequential claims that exceed the invoiced value of the merchandise purchased if the merchandise is not delivered on a specified date or is delayed in transit based on circumstances beyond our control. Our products are sold F.O.B. (freight on board) factory and are owned by the purchaser once they are picked up by the delivery company.
If you experience problems related to our products or services, please contact Totally Promotional so we may help resolve the matter to your satisfaction. Per our Terms and Conditions, you agree that any unsettled dispute or claim you may have with Totally Promotional shall be decided by binding individual arbitration, not in court (unless your claim qualifies for small claims court). This agreement means that you waive your right to file a claim in court, or participate in class arbitrations, class actions or representative actions.

All disputes or claims between you and Totally Promotional will be handled through the American Arbitration Association (AAA) and its most current Commercial Arbitration Rules. According to AAA rules, arbitration will be handled by a sole arbitrator on an individual basis. Class actions and class arbitrations are not permitted. You and Totally Promotional each agree to waive the right to trial by jury if for any reason a claim proceeds to court.

Fees: The Consumer Arbitration Rules will dictate the payment of any and all reasonable filing, administrative and arbitrator fees. Totally Promotional will reimburse you for the reasonable administrative filing and arbitrator fees if the value of the claim is less than $10,000, unless the arbitrator finds your claim to be without substance, frivolous or filed without improper purpose.

Jurisdiction: Totally Promotional is based in Coldwater, Ohio, in Mercer County, so any legal action against us, related to our products or services, except when arbitration is required, must be filed/handled and/or take place in Mercer County, Ohio, or the federal court in Toledo, Ohio, known as the United States District Court Northern District of Ohio.
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