Frequently Asked Questions to Help you!
If you don’t find the answers that you were looking for, please contact us! We’ll be more than happy to assist in anyway possible.
Phone us +27 (0)10 600 2600 OR send an email to firstname.lastname@example.org
What if I am unhappy with my order?
If you’re unhappy with your order because the product is defective or ‘not as ordered’ or the imprint quality isn’t ‘up to standard’ – just contact your Account manager and we will remedy the situation. We are in this for the long-haul and will work with you to be sure you’re 100% satisfied. Really!
How does your price guarantee work?
If you find a lower total price (product, imprinting, art, etc.) for any comparable product we sell please forward us the written quote within 30 days of your purchase and we’ll match the lower price you were quoted.
Use of Trademarks
If we use artwork you have supplied to imprint your product, you are warranting that you have unrestricted right and authority to use and distribute that artwork.
Are there minimum order quantities?
No there are not. If you need to order large quantities though please call +27 (0)10 600 2600 as additional discounts may be available.
Can I see a sample?
Yes! We’re happy to send you a sample of an item(s) you’re considering – the samples will be sent at your expense. However the costs of these samples will be refunded on the placement of your order. Occasionally (for expensive items) we may credit your account if they are returned in pristine condition within an agreed upon time period. Our sample service is intended to help those who are seriously considering an item or are looking for ideas, whilst at the same time keeping our costs down in order to offer the lowest possible prices.
Will I see a proof before my order goes into production?
Yes! Even it is an exact reorder you always see an ‘e-proof’ of your item which must be approved by you before we proceed!
If I reorder, will I pay setup charges again?
Yes! If you place an exact reorder (same artwork and item) you will always be charged a set-up fee again – this is to set up the relevant branding machine(s) and not for artwork creation. If in doubt, please consult with your Account Manager.
What are setup charges?
Most of the items we offer have ‘set-up’ charges (screen charges, die charges, machine set up etc.). It is important to note these are NOT artwork charges but are charges to initiate the branding of your item(s).
Can I Cancel or Change my order?
You can cancel at any time prior to the order going into production. Once items have been imprinted with your logo, we can no longer accept a cancellation. If you need to change your order for any reason, please contact your Account Manager (you’ll get an e-mail from them shortly after you place your order!) and they’ll be happy to assist you.
What if I receive more or less than what I ordered?
Typically in our industry there is an accepted over or under delivery of the ordered quantity. We charge you only for what you ordered however should there be over runs we will negotiate the acceptance of these with you at an agreed upon price. In the unlikely event we ship fewer than ordered, you’ll be charged only for what you received.
Do you require pre-payment?
Yes – your order cannot go into production unless you have registered with us and have paid the 50% deposit on the invoice value of the order.
What type of Payments do you accept?
We only accept payment by EFT (electronic funds transfer) and PayFast. All payments made by you to The Promo Group shall be made free of deduction, set-off, bank charges and commissions.
Can I ship internationally?
In many cases yes – it’s best to work with our Account Manager team on this as each case is a bit different. Please contact us!
Can I split my order up to be delivered to multiple locations?
Sure! Just let your Account Manager know (you’ll get an e-mail from them shortly after you place your order!) and they’ll be happy to assist. Please note there will be additional handling delivery charges for this.
How fast will I get my order?
Production and delivery times from approval of artwork vary for every item on the site. The number of days for delivery depends on stock availability, printing requirements and on the shipping method you choose. If you need an item fast or if you have any questions contact us – we love a challenge and would be happy to help!
Can I specify a pantone colour for my imprint?
Yes! Keep in mind however, that in some cases there is an additional charge for this service in order to get the specialized ink if an exact match is required. There are also a few products where, due to the limitations of the imprinting process, exact Pantone matching isn’t possible. Your Account Manager will help you with this.
Where do I send my artwork?
Simply reply and attach it to your order confirmation e-mail that you receive from your Account Manager and we’ll take it from there.
Notes about our website
The artwork, designs and trademarks shown on products on this site are examples of the products and imprinting services we offer. They do not represent endorsement by the owners of the artwork, designs or trademarks.
All prices and product information are subject to change without notice.