FAQ – Order Status
FAQ - Order Status Help
Has my order shipped?
Click the “My Account / Order Status” link at the top right hand side of our site to check your orders status.
How do I change quantities or cancel an item in my order?
Click the “My Account / Order Status” link at the top right hand side of our site to view orders you have placed. Then click the “Change quantities / cancel orders” link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.
How do I track my order?
Click the “My Account / Order Status” link at the top right hand side of our site to track your order.
My order never arrived.
Click the “My Account / Order Status” link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of “delivered”, please contact customer service for assistance.
Bulk Order Shipments:
All shipments will be sent via UPS unless otherwise specified or other arrangements have been made. Freight estimates given by the factory are not guaranteed and are subject to change without notice as rates published by the shipper can and will fluctuate. Master cartons to protect against breakage are used and billed at $6.00(g) per carton for all UPS, FEDEX, or any other air freight carrier shipments. Please state if you wish to use a specific carrier when ordering or factory will select the most economical house carrier.
Title for goods passes to the buyer at F.O.B. point. All goods are shipped at the buyer´s risk and all claims must be made with the freight carrier, normally within 14 days of receipt of merchandise.
We do not ensure on-time delivery or safe carriage of goods. Recourse rests exclusively with the transportation company. No adjustments will be given for any delayed or damaged shipments or for any other reason beyond the manufacturer’s control. No C.O.D., Parcel Post, or Priority Mail shipments are accepted.
Payment & Production:
Great Online Promotions, LLC requires prepayment for all custom orders via credit card or check. Once your order is created either by us or via the online checkout process, you will be required to update to your payment on file for your custom order.
At the time of your order, we do not charge your credit card. Instead, we will place an ‘Authorization’ hold on your card for the funds needed to complete the order and only ‘Charge’ the card on file after your approval is given to us in writing of the proof. Once proof approval is received, we will assign a shipment date and send your order to our production teams.
No refunds or artwork alterations can be made after your order is approved and in production. Refunds can be given on any order still in the pre-production and artwork proofing stage. Please see your account representative for details and clarification if needed.
Art Proofing Terms:
- Orders marked as 5-Day RUSH and all orders with a written deadline within 5 days of a purchase order date will have their proof waived in consideration of the deadline.
- We can send virtual proofs during this time, but official proofs require a 72 hour turnaround time.
- No exceptions can be made on RUSH ordering. Please have your artwork properly formatted if RUSH printing is requested.
- Orders pending a proof approval must be approved or modified sent within 7 working days of receipt of the official proof.
- During this time, we will attempt a minimum outreach of 2 emails and 1 phone call to the phone number on file. If no response is received either approving the proof or requesting edits to the proof, we reserve the right to proceed to production immediately following the 7th working day.
How do I return an item?
Purchasing from GO-Promo.com:
With access to your online GO-Promo.com account, you can check the status of any orders or tracking numbers from us at anytime. Your order history is saved with us so you can repeat order whenever you wish too. Live UPS tracking gives you awareness of package delivery to your home or office, any time of day or night.
Purchasing Custom Promotional Products:
Patent Holder Rights:
Please note that many of our products are patented in the USA by their respective patent holders. Your acceptance of the official production proof is also an acknowledgement of the rights of the patent holder. The patent holders may, at their discretion, modify, alter, or change their design in accordance with all applicable patent laws at their discretion. You agree to hold Great Online Promotions, LLC harmless for any actions taken by the patent holder to change or make material modifications to their patented products. We will act in a timely manner to reflect all product changes on the website.
Website Errors:
Great Online Promotions, LLC attempts to describe the products offered on the Website as accurately as possible. However, due to the ever-changing nature of promotional products, we do not warrant that product descriptions or other content of this Website are accurate, complete, reliable, current, or error-free in an absolute manner. In the event content on the Website contains incorrect information, or a product is listed at an incorrect price, due to typographical errors, please contact [email protected] so that we may correct the error, and issue any refunds necessary.
Great Online Promotions will strive to make sure all information contained on the website is as accurate and timely as possible but cannot warrant against any modifications any patent holders may have made to their products.
PMS Matching:
Please note that we can’t guarantee PMS (Pantone) color matching for full color prints due to the nature of CMYK (full color) sublimation transfer printing. The sublimation process produces a high quality ‘representation’ onto a fabric, however exact PMS color matching should not be expected. Every effort will be made to ‘swatch’ out the colors with a close tonal value. Colors can and may vary on repeats and during the same run. Written acceptance of your ‘official proof’ indicates your acceptance of this policy.
Artwork Permissions:
All customers submitting artwork are assumed to have copyright approval for their art. Please obtain reproduction permissions from the copyright holder if you do not have it. Great Online Promotions and it’s owners, affiliates and members will not be held responsible for trademark disputes arising from artwork submitted to us by a customer. All artwork is assumed to have the needed permissions for reproduction from the copyright and/or trademark holder.
If a dispute arises, we will honor all requests from the copyright holder to refuse production and or reproduction. Please contact us if you believe any of your artwork is being used by a customer without permission and we will take corrective actions immediately.
Nature of Ceramics and Glassware:
Due to the inherent nature of ceramics and the properties of glassware produced by foreign and domestic manufacturers, there may be slight imperfections and irregularities which should not be perceived as defective. Variations in materials, firing temperatures and color pigments may result in variations in glaze and imprint colors. Ounces, sizes, and measurements are approximate and may vary from batch to batch, and within each batch. These variations are within industry standard and therefore must be considered acceptable.
Damaged Returns
Risk of Loss:
All items purchased from GO-Promo.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the shipper or carrier.
Returning Defective Items:
Our factories run at full capacity most busy seasons with a standard overall defect rate of less than 2%. We will attempt to remedy any defective product claims within the scope of 2% of the quantity of your order. Returned items must be in their original packaging and in new condition, or they will be rejected and sent back to you. Contact [email protected] if you have questions.
Shipping Delays:
Our account representatives work hard to avoid all shipping delays and encourage you to let us know of any deadlines you may have. We will be able to provide confirmations of delivery date only after an order is accepted. Our account representatives will confirm with you once you place the order a shipping deadline can be met before order processing. Please see product pages for estimated shipping time maps to your destination.
Great Online Promotions and it’s owners, affiliates and members will not be held responsible for 3rd party shipping delays due to unforeseen circumstances beyond our control, such as natural disasters or acts of God. If your order is delayed, the best recourse you have is with the carrier, which in most cases this is the United Parcel Service (UPS).
Please note that a change of address after an order has shipped will usually delay delivery by 2-3 days.
Order Questions or Changes:
f you have recently placed an order via the GO-Promo.com shopping service and need information about it or would like to change it, there are a number of ways to contact us. If you do have a order change, please notify us ASAP and reference the order number sent on your invoice. We will do our best to accommodate all order changes.
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