We want you to be happy with your order, and we take pride in offering only the finest corporate gifts & incentives, including co-branded apparel & outerwear, custom logo electronics and premium embellished drinkware. A great deal of attention is given to each project, and all orders receive detailed paper proofs - and in some circumstances spec samples - prior to being released for production. This process helps ensure that your order is produced to the exact specifications you desire. Should you receive your order, and it is not to the specifications indicated on your order confirmation and/or approved proof, you are eligible for a full refund or to have us re-produce your order at no cost to you.
Our Satisfaction Guarantee covers this in greater detail, and is included on this page for your convenience. If you receive your order and you simply are not satisfied with the item purchased, we invite you to contact us by phone or email to discuss the best possible resolution. We promise to do our best to come up with a mutually agreeable solution, as your complete satisfaction is our number-one priority!
ELITE PROMO INC (EPI) believes in 100% customer satisfaction! Our primary objective is to create a comfortable environment for customers to purchase our products. The custom nature of our products however do not allow us to accept returns for product that has been embellished so long as the embellishment was applied as called out on the order and on the approved proof. Please also understand that in most cases, once an order has been approved for production we may not be able to cancel the order and in the event we are able to, cancellation charges may apply. In the event an order is cancelled prior to product being approved for production and/or embellished, and assuming a client has asked or authorized us to order product for their order into one of our production facilities, restocking charges may apply.
We have a number of procedures in place to help avoid the need for returns, including a thorough artwork review and proofing process, and speculative samples are also available upon request.
Please understand that we carry a wide selection of apparel brands, and each brand may fit differently. Size charts are accessible on our website and we are happy to send size-run samples i.e. a sample of each size once a client has made a buying decision. Size run samples are the best way to ensure accurate sizing for your order and are strongly encouraged. Please contact your dedicated Account Executive for additional information
THE FINE PRINT
EPI is unique, in that all of our advertised prices include applicable setup charges, logo application as advertised and even UPS or similar ground shipping for all domestic standard production orders. Of course, variables like special requests, additional imprint colors or locations, and rush orders often times create the need for us to charge our customers more than what's shown on our website.
SATISFACTION GUARANTEE DETAILS
We guarantee that your order will be received free from defects or damage, and customized just as you requested and approved, or we will replace your order or issue you a full refund. To help avoid any issues with your order, paper proofs - and upon request speculative-samples - are provided for your approval, which verify exact sizing, placement and colors that will be used.
In the rare event a client receives their order and it is produced to the specifications called out on the approved proof yet they are simply not pleased for one reason or another, our number one goal will always be to find a reasonable and mutually agreeable solution to the issue, and we do our best in these instances to make things right. We encourage our clients to call or email us with any questions, concerns or issues as soon as they arise.
Please note that many of the products we sell come with a manufacturer's warranty as well. In the event an item purchased from us is covered by a manufacturer's warranty and an issue arises, we will be more than happy to assist you with facilitating the repair or replacement with the manufacturer.
EPI is proud to have been providing superior, hassle free customer service to our valued clients and customers since 2009.
Please contact customer service at firstname.lastname@example.org, chat with us live, or call 650.513.1037 for additional information on our Return Policy and 100% Satisfaction Guarantee.