Shipping & returns,
in plain language.

Effective date: September 2026

Production timing

Lead-time estimates shown on this website are planning figures. The confirmed production schedule starts after two things happen: your proof is approved and payment (or an agreed deposit) is received. Rush production is available on many products and is quoted case by case.

Freight and delivery estimates

The formal quote states the freight method, estimated transit time and destination scope. Transit estimates are provided by carriers and can be affected by weather, customs and peak-season volume. Multi-address drop-ship, kitting and warehousing are quoted as part of the order plan when requested.

Duties and import charges

For shipments crossing borders, import duties, taxes and brokerage fees charged by the destination country are the responsibility of the consignee unless the formal quote states otherwise.

Delivery inspection

Please inspect cartons and products within 5 business days of delivery. Report transit damage or shortages to us with photos and the shipment tracking number inside that window so we can file carrier claims and make it right.

Remakes and returns

If the products you receive do not match the approved proof — incorrect imprint, placement or a verified manufacturing defect — contact us and we will remake the affected pieces or issue a credit. Because every item is custom decorated to your artwork, products that match the approved proof cannot be returned for a change of mind. Industry-standard quantity tolerances of up to 5% over or under the ordered amount are not considered defects.

Address accuracy

Please double-check delivery addresses on the order confirmation. Redirection or re-consignment requested after a shipment leaves the facility is charged at the carrier's actual cost.

Questions

For a shipping or returns question, contact hello@hxpromo.com or use the contact form. See also our Terms of Sale and Privacy policies.