We take great pride in our work and recognize the trust our Clients place in us with each project! Every project is handled ‘from soup to nuts’ by experienced Corporate Branding Experts™ who specialize in delivering premium quality merchandise with carefully executed logo treatments.

We stand behind the quality of the custom branded merchandise we produce. Our 100% Satisfaction Guarantee ensures your project will be produced to the approved specifications indicated on your confirmation and design rendering and/or production proof set.

In the unlikely event your merchandise contains an objective defect or deviation from the approved specifications (eg.: incorrect logo placement, incorrect artwork, incorrect colors, inaccurate counts, or manufacturing defects), we will take prompt corrective action.

At our discretion, this may include:

• Repairing the affected merchandise
• Replacing the affected merchandise

PLEASE NOTE: Our 100% Satisfaction Guarantee does not include subjective preferences, change of heart, or unspoken expectations that differ from the approved design rendering, embroidery proof and/or project scope confirmation.

Considering we supply premium and permanently branded merchandise discretionary returns and refunds are generally not accepted or provided except in cases of an objective defect or confirmed production error where repair or replacement is not feasible.

Non-Returnable Items:

The following circumstances or occurrences are ineligible for return or refund:

• Custom merchandise with logos, artwork, or branding permanently applied
• Orders produced according to approved design renderings, proofs, and written specifications
• Minor variations that are inherent to the production process (e.g.: slight color variances, color variances when Pantone values are not provided, placement tolerances within industry standards)
• Subjective dissatisfaction or post-approval design or other changes

Production Errors, Defects and Obvious Deviations:

If you believe your merchandise as delivered contains an objective defect or deviation from the approved design:

• You must notify us within seven business days of delivery
• We may request photos or other documentation for review
• We will take action immediately and do our best to provide a fair resolution

Once we have received all pertinent information, we will determine the appropriate resolution. Repair or replacement is the standard remedy, and refunds are issued only in rare cases where repair or replacement is not feasible.

We take great pride in delivering each and every project we are entrusted with on time and to your complete satisfaction. As it relates to standard production projects, your confirmation indicates a ‘target delivery date’ which is the date by which we aim to deliver your custom branded merchandise. Delivery on or around this date assumes you approve the project and remit payment in a timely fashion. Target delivery dates are subjective and may vary up to a few business days for standard production projects considering our production, Quality Control, fulfillment and delivery processes tend to be fluid.

Priority service and rush production projects with firm agreed upon delivery dates are guaranteed to deliver on time barring any verifiable carrier delays which are beyond our control.

Regardless of whether your project with us is standard production or priority service we aim to ‘under promise and over deliver’ at every milestone. With this in mind, there’s a good chance your project may deliver sooner than expected. In the event you are unable to receive your project earlier than the target delivery date or firm delivery date, please be sure to communicate the same with your dedicated Project Manager and we will take all necessary steps in fulfillment.

Decades of experience has taught us thoughtful collaboration and clear communication in all directions leads to successful delivery and long term, sustainable Partnership. Our Branding Experts™ oversee each and every project from inception to delivery and beyond. We are happy to walk through design renderings, proofing, logo treatment methods and options, and production details to ensure your expectations are aligned before we begin artfully crafting your branded merchandise selections. Kindly understand that once a confirmation and design rendering or proof has been approved, we may not be able to make changes or amendments, although we do our best to accommodate all requests.

Certain items on our website may include a manufacturer's warranty; which is oftentimes noted in the product description. To obtain support related to a Manufacturer’s warranty for any of these items, send a specific written request to:

ELITE PROMO INC
ATTN: Warranty Claims
411 Borel Ave., Ste 350
San Mateo, CA 94402

EPI generally provides a one-year warranty on workmanship for any of the logo treatments completed on merchandise supplied by our Company. Some limitations and exclusions apply, inquire for additional information.

You may also email your assigned Project Manager for warranty support.