Customer Service

• Order Processing
• Art Requirement & Info
• Sample Policy
• Shipping & Delivery
• Privacy & Security
• Returns & Adjustments
• Overruns & Underruns
• Payment, Pricing & Promotions
• FAQ

Order Processing
We have 5 stages to every order that is taken online, over the phone, via email or by fax.

• Stage 1: Order Confirmation & Payment Verification- you will receive a detailed confirmation with all charges fully disclosed.
• Stage 2: Art Proof Approval - you will receive an emailed or faxed proof for approval/revision.  Orders only go into production after your approval.
• Stage 3: Your order is charged in full and sent to production, if problems arise we will notify you - otherwise you may not hear from us for up to 10 business days.
• Stage 4: You will receive either an email, fax, or phone call with tracking numbers and delivery dates.
• Stage 5: We will either call or email you to verify your satisfaction with the order.

Please Note: Orders that have passed Stage 2 may not be canceled, unless there is an issue with printing or items are out of stock.

Art Requirement & Info
Most printed promotional items have certain requirements that must be met in order to guarantee a legible imprint. The art department at The Promohut is here to assist our customers with this task. We have full-time artists on staff to guide you through the process and offer visual suggestions as to what may or may not work. You will receive free art proofs with every order, with unlimited revisions - until you are fully satisfied. If you don't have a logo or design - Let us create one for you. If you have an artist, have him/her contact us for instructions or for a design template. If you have art that is created to fit the imprint area of the item, email art@thepromohut.com or submit it with your order.

File Types we Prefer in order:

• Adobe Illustrator: .eps ; .ai ; .pdf
• Adobe Photoshop files at 300dpi or higher
• Raster Image Types: .jpg, .tif, .png are all acceptable
• Microsoft Word Files (w/ .doc extensions only - preferably for Mac)

Files we can't Use:

• Low resolution files (72dpi or less) - (Rule of thumb, if you zoom in 3x and the images appears unclear, we can't use it)
• Microsoft Publisher Files (.pub)
• If you're not sure please contact the art department.

About Fonts:

• Specify any special fonts you'd like or submit it with your order.
• If sending Vector Art (.eps, .ai, .pdf, etc.) be certain to convert all text to "Outlines" or "Curves" prior to saving.

PMS Color Match:

• For items that are not "Full Color Process" a PMS Color may be specified (additional charge will apply)
• PMS Colors will be matched up to +/-2 shades from provided color.
• Certain items, like Matte Mugs are difficult to attain a perfect color match.
• If imprint color is critical, please request a pre-production proof. (Additional charge will apply)

As a courtesy to our customers all Artwork & Art proofs are backed up for an indefinite period of time.  So placing re-orders are as easy as can be.  Screens are saved for 1-2 years depending on item, so setup charges may apply to re-orders past this time period.

Sample Policy
New Customers can order 2 Free samples of any item priced less than $2.00/ea. Ground shipping will be provided Free of charge. Any items that cost more than $2.00/ea. will need to be pre-paid by the Customer and a $5.00 shipping fee per item is applicable. If an order is placed as a result of receiving the samples, the total cost will be deducted from the New Order. Existing Customers will enjoy a more lenient sample policy, please contact your account representative for details.

Shipping & Delivery
All orders are shipped using the most economical method possible and are estimated prior to placing the order.  UPS and FedEx are our primary carriers.  Heavier items may be shipped using an independent contractor if it is more economical to do so.  All freight charges will be fully disclosed prior to confirming the order.  Normal UPS Ground shipments can take 3-10 Business days for delivery.  We cannot deliver to PO Boxes or Outside the United States.  Production time DOES NOT include shipping time.  The Promohut is not responsible for any items that are delayed or undelivered due to weather, incorrectly provided addresses or packages left without a signature.  The customer is responsible for accepting packages when they are scheduled for delivery.  We cannot guarantee delivery dates for Ground shipments.  If you paid for expedited shipping and delivery date is not met, we will refund your shipping costs.  Contact your account specialists if you prefer to ship products on your UPS or FedEx Account Number, additional handling fees may apply depending on items ordered.

Privacy & Security
The Promohut takes every measure necessary to ensure a worry free shopping experience.  We do not collect or store any information that isn't specifically provided to us by the customer.  Our website uses 128-bit SSL in the order processing section to ensure the secure transmission of all your private information, including credit card numbers, addresses, names, phone numbers and other information relevant to placing an order.  You can verify you are protected by looking for a "pad-lock" icon on your browser and validating the SSL Certificate.

Credit Cards are NOT processed automatically online within the shopping cart.  We take the internet transmission risk out of the equation by processing every order through a secure terminal.  We will keep the last credit card used as a convenience to our customers, but you have the option to opt-out, and your credit card info will be deleted.

If you are uneasy about shopping online with your credit card.  Please give us a call at 888-697-9600.

When you visit our web site certain information like your IP Address and your ISP will be recognized.  We do not store this info unless you provide it to us.  Cookies will be stored at every session to ensure an easier online shopping experience.  Cookies must be enabled to ensure the best experience with our shopping cart.

All private data that you provide is stored securely on our server.  We do not share this with anyone outside of our marketing department.  If you provide us with an email address, you may be subjected to newsletters or email promotions several times a year.  You have the right and option to unsubscribe or opt-out of these services at any time.

Returns & Adjustments
Since everything we sell is customized to order.  All sale of custom printed products are final.  If items are damaged or appear defective, please contact us within 7 Days of delivery to make necessary arrangements.  We will, at our discretion, either refund the cost of the damaged/misprinted goods or schedule a reprint.  If we do not receive a written notification of any issue pertaining to the order 7 Days after delivery, it will be assumed that the transaction was complete with satisfaction.

If you received less items than you had ordered, please call us to verify the information.  After investigation, a credit or refund may be issued within 15-30 Days.

Most products we sell are sold in bulk, printed on high speed machines and as such some imperfections may appear on the finished product.  These imperfections are deemed acceptable and liabilities are limited.

Overruns & Underruns
The industry standard is 10%.  Which means, if you ordered 500 Mousepads, you will receive 450-550 Mousepads.  Normally the customer is responsible for any additional cost associated with the overrun.  It is our policy to not charge for overruns.  If you need a certain quantity, please order more than what you actually need to ensure your needs are met.  If an exact quantity is required, it must be specified with the order.  (An additional $40 will apply)

Payment, Pricing & Promotions
We accept all major credit cards, corporate checks and purchase orders for confirmed accounts.  First 3 orders must be placed by check or credit card, before terms can be established.  Please contact an account representative for a credit application to establish either a Net15 or Net30 payment term.

The pricing on our site is subject to change without notice.  We reserve the right to sell or not sell any products that are incorrectly priced.  If items are discontinued, out of stock, or not available in certain colors, you will be notified prior to production.

Throughout the year, we may have certain promotions that offer a discount or other free services.  These promotions are intended for our direct customers and may be subject to approval from The Promohut.  We reserve the right to refuse any promotion that we deem to be expired or otherwise invalid.