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 fluid and during the months of January through September, 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 as well. Our peak season runs October 1 through December 31. During peak season, the production times listed on our website are generally extended anywhere from 3-5 business days and carrier delays are more common especially as the end of year Holidays approach. Your assigned Project Manager will consult with you regarding available priority service options for any projects which have a firm need by or event date.

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 Partnerships. 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 production details to ensure your expectations are aligned before we begin artfully crafting your custom 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. When in doubt, communicate: give us a call, send us an email and don’t hesitate to ask questions or express feedback. In our business especially, an ounce of prevention is worth a kilo of cure!

Certain products offered by EPI may be covered by a manufacturer’s warranty or product guarantee. Where applicable, EPI will assist customers with warranty claims relating to products purchased from EPI.

INDEPENDENTLY SOURCED BRAND GUARANTEE

EPI offers genuine branded merchandise sourced through both authorized and independent distribution channels. For certain independently sourced brands, EPI may not be an authorized dealer or authorized distributor, and a manufacturer may therefore decline to provide warranty or product-guarantee coverage for merchandise purchased through EPI.

If a manufacturer declines an otherwise qualifying warranty or product-guarantee claim solely because the product was purchased through EPI or because EPI is not an authorized dealer or authorized distributor, EPI will provide substantially comparable warranty or product-guarantee protection directly to the customer.

EPI will evaluate such claims using the same or substantially similar coverage period, eligibility requirements, exclusions, and limitations contained in the applicable manufacturer’s published warranty or product-guarantee policy in effect at the time of purchase. For a qualifying claim, EPI will provide a substantially equivalent remedy, which may include repair, replacement, credit, or refund, as deemed appropriate.

This protection is provided solely by EPI and not by the applicable manufacturer or brand owner. EPI’s provision of this protection does not represent or imply that EPI is an authorized dealer or distributor of, or is affiliated with, sponsored by, or endorsed by, the applicable manufacturer or brand owner.

Returns and exchanges of merchandise purchased from EPI remain subject to EPI’s applicable return and exchange policies.

EPI WORKMANSHIP WARRANTY

EPI generally provides a one-year warranty on workmanship for logo treatments completed on merchandise supplied by EPI. Certain limitations and exclusions apply. Please contact your assigned Project Manager for additional information or warranty assistance.

Warranty inquiries may also be submitted in writing to:

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