Please review all order information and artwork carefully before providing approval.
Customized Products Are Non-Returnable
Customized, decorated, imprinted, engraved, embroidered, printed, or personalized products cannot be returned or exchanged for reasons including:
- A change of mind or preference
- Ordering the wrong product, color, size, quantity, or imprint option
- Incorrect information supplied by the customer
- Spelling, grammar, design, or artwork errors approved by the customer
- Dissatisfaction with an approved design or proof
- Products no longer being needed
- An event being canceled, postponed, or changed
- Delivery delays caused by an incorrect or incomplete address supplied by the customer
- Minor variations considered normal for the product or decoration process
This policy also applies to designs created or submitted through the PromoInk AI Virtual Designer, AI Campaign Advisor, website, email, or an assisted ordering process.
Order Cancellations
Contact PromoInk AI immediately if you need to request a cancellation.
Submitting a cancellation request does not mean the order has been canceled. A cancellation is valid only after PromoInk AI provides written confirmation.
Because orders may enter artwork preparation, purchasing, setup, or production shortly after submission, cancellation may not be possible once:
- Artwork preparation has started
- A proof has been approved
- Blank merchandise has been ordered or allocated
- Setup work has begun
- The order has entered production
- Rush processing has started
- The order has shipped
Payments for customized orders are generally non-refundable. If PromoInk AI approves a cancellation before production, any refund or account credit will be determined at our discretion and may be reduced by artwork, setup, sourcing, restocking, payment-processing, rush-service, or other costs already incurred.
Rush Orders
Orders submitted for 24-hour rush production or expedited service may begin processing immediately. Therefore, rush orders may be ineligible for cancellation or modification after submission.
Rush production and expedited shipping are separate services. Customer delays involving artwork, payment, proof approval, or order information may affect the expected completion or delivery date and do not create a right to a refund.
Damaged or Defective Merchandise
PromoInk AI will review claims involving products that:
- Arrive physically damaged
- Have a verified manufacturing defect
- Contain a production error caused by PromoInk AI or its production partner
- Are materially different from the final approved proof or confirmed order
To report a problem, contact Customer Service within five business days of delivery.
Please provide:
- Your order number
- A description of the problem
- The number of affected items
- Clear photographs of the affected products
- Close-up photographs of the damage, defect, or imprint issue
- Photographs of the shipping cartons, labels, and packaging when applicable
Keep all products, cartons, labels, and packaging until the claim has been reviewed. Discarding or altering the merchandise before the review is completed may affect claim eligibility.
Available Remedies
If PromoInk AI confirms that merchandise is damaged, defective, or materially different from the approved order, we may provide one of the following remedies:
- Replacement of the affected merchandise
- Reproduction of the affected merchandise
- Correction of the verified production issue
- Account credit for the affected items
- Refund of the amount paid for the affected items
The appropriate remedy will be determined based on the nature of the issue, the number of affected products, product availability, production requirements, and the customer's deadline.
A refund, credit, or replacement applies only to merchandise confirmed to be affected. It does not automatically apply to acceptable items in the same order.
Normal Production Variations
Promotional products and decoration processes may include minor variations that are not considered defects. These can include:
- Slight differences in product or imprint color
- Minor variations in imprint placement, size, or alignment
- Small differences between an on-screen preview and the finished product
- Natural variations in fabric, wood, leather, recycled materials, or other substrates
- Minor differences between separate production runs
- Manufacturer-authorized product substitutions or specification changes disclosed before approval
- Reasonable limitations of the selected printing or decoration method
Computer monitors and mobile devices display colors differently. A digital proof is a design representation and may not show the exact color, texture, scale, or appearance of the finished merchandise.
Customer-Approved Artwork and Information
Customers are responsible for reviewing and approving:
- Spelling and punctuation
- Names, dates, telephone numbers, and website addresses
- Logos, trademarks, and artwork
- Product colors and sizes
- Imprint colors and locations
- Quantities
- Shipping addresses
- Event and delivery dates
PromoInk AI is not responsible for errors contained in customer-supplied information or in a proof approved by the customer.
Shipping Damage
If a package arrives visibly damaged, photograph the carton before opening it. Then photograph the packaging and merchandise inside.
Do not refuse, discard, or return the shipment unless instructed by PromoInk AI. We may need the original packaging and products to submit a carrier claim.
Unauthorized Returns
Do not return merchandise without written authorization and return instructions from PromoInk AI. Unauthorized returns may be refused and do not qualify for a refund or credit.
Approved returns must include the authorization information provided by Customer Service.
Lost or Undelivered Orders
Contact PromoInk AI if tracking information shows an order as delivered but it cannot be located, or if the shipment appears lost in transit. We will review the tracking history and, when appropriate, open an investigation with the carrier.
Incorrect or incomplete addresses supplied by the customer may result in additional shipping, rerouting, replacement, or reproduction charges.
Shipping Delays and Required Refunds
If PromoInk AI cannot ship an order within the promised timeframe, we will provide any delay notice, cancellation option, or refund required by applicable law.
Nothing in this policy limits rights or remedies that cannot legally be waived, including applicable rights involving merchandise that is not shipped or delivered as agreed.
How to Contact Us
Questions, cancellation requests, and product claims should be directed to PromoInk AI Customer Service.
Phone: 813-576-2178Email: hello@promoinkai.comBusiness Hours: 8 AM - 5 PM EST
Please include your order number in all communications so we can assist you promptly.
PromoInk AI reserves the right to update this policy. The version in effect on the date an order is placed will apply to that order, subject to applicable law.