Returns, reprints and cancellations
Last updated
Everything we sell is made for you, with your name, logo or artwork on it. We can't take it back because you changed your mind. If we got it wrong, or it arrived damaged, we make it right at no charge.
The short version
- You have 72 hours after delivery or pickup to tell us about a problem.
- If what we deliver doesn't match the proof you approved, or it arrives damaged or defective, we reprint or replace it free.
- Because every order is custom, we don't accept returns for a change of mind.
- You can cancel free until you approve your proof. Once you approve it, production starts and the order can't be canceled.
- Rush orders go into production right away. To change one, call us at 845-202-7600 as soon as possible. Once production has started, we can't guarantee changes.
The Proof Promise
You approve a proof before anything is made. If what we deliver doesn't match the proof you approved, we reprint it free. You'll get your proof within 1 business day.
Next business day rush orders made in our online designer have no separate proof: the design you approve on screen when you order is your proof, and if what we deliver doesn't match it, we reprint it free. Other rush orders, like banners, stickers and floor graphics, still get a proof.
We make exactly what the approved proof shows, so check it carefully: spelling, phone numbers, dates, colors and sizes. A mistake that is on the proof you approved isn't covered by a free reprint, but call us and we'll help you get it fixed.
What we reprint or replace free
Tell us within 72 hours of delivery or pickup, and we reprint or replace an order, or the part of it that has the problem, when it:
- doesn't match the proof you approved
- arrived damaged
- is defective, for example misprinted or with a flaw in the item itself
How to report a problem
- Within 72 hours of delivery or pickup, email cs@hvpromos.com or call 845-202-7600.
- Give us your order number and send photos that show the problem. If it was damaged in shipping, a photo of the box helps too.
- We reply the same business day, or the next at the latest, and tell you what happens next.
Please keep the items until we've sorted it out. We may need to see them.
What we can't take back
- Orders you no longer want. Anything printed, embroidered or engraved for you can't be resold, so we can't accept it back for a change of mind.
- Mistakes that were on the proof you approved.
- Problems reported more than 72 hours after delivery or pickup.
Ordering apparel? The sizing guide helps you get the sizes right the first time.
Cancellations
You can cancel an order free at any time before you approve your proof. Email or call us, and we refund what you paid to the card or bank account you used. Your bank may take a few business days to show it.
Once you approve the proof, we start making your order, and it can't be canceled.
Rush orders go into production right away: next business day rush as soon as you place it, since it has no separate proof, and other rush orders as soon as you approve the proof. To change one, call us at 845-202-7600 as soon as possible. Once production has started, we can't guarantee changes.
These rules are part of our Terms of Sale. For how orders ship or get picked up, see our shipping policy.