Return Policy
Our commitment to quality and customer satisfaction. Learn about our policies for returns, exchanges, and resolution of any issues with your order.
Custom Products Are Final Sale
Due to the personalized nature of promotional products, all sales are final once production has begun. However, we stand behind our quality and will address any defects or errors on our part.
Our Return Policy
Clear guidelines to ensure you have a great experience with The Promo Vault
Non-Returnable Items
- All custom imprinted or personalized products
- Products with your logo, artwork, or custom colors
- Special order items not carried in our standard catalog
- Products that have been used, washed, or worn
- Orders past our 30-day claim period
Our Quality Guarantee
We take full responsibility for our work. If any of the following issues occur due to our error, we will make it right at no additional cost to you:
- Defective products: Items with manufacturing defects or damage upon arrival
- Printing errors: Incorrect logo placement, wrong colors, or poor imprint quality
- Wrong items shipped: Products different from what you ordered
- Quantity shortages: Fewer items delivered than ordered
- Wrong personalization: Incorrect names, dates, or text based on your approved proof
How We Resolve Issues
When something goes wrong on our end, we make it right
Replacement
We\'ll rush-produce and ship replacement items at no additional cost to you
Refund
Full refund of the purchase price, including shipping, if you prefer
Credit
Store credit for future orders, often with a bonus for the inconvenience
Filing a Claim
Simple process to report issues and get them resolved quickly
Inspect Your Order
Check all items upon arrival. Document any issues with photos if possible.
Contact Us Immediately
Send an email to [email protected] within 30 days of delivery.
Provide Details
Include your order number, photos of the issue, and description of the problem.
We'll Review
Our team will review your claim within 24-48 hours and propose a resolution.
Resolution
Once you approve our proposed solution, we'll implement it immediately.
Order Cancellations
Our policy on canceling orders before production
Before Production
Full refund, no penalty
Orders can be cancelled any time before production begins with a full refund. This includes before you approve artwork proofs.
During Production
Partial refund may apply
Once production starts, cancellation fees may apply based on costs incurred. Contact us immediately to minimize fees.
Important: Artwork Approval
We provide digital proofs for your approval before production. Please review these carefully. Once you approve a proof, you confirm that:
- Spelling, dates, and names are correct
- Logo design and colors are accurate
- Layout and positioning are as desired
- Product type and quantity are correct
We cannot accept returns or provide refunds for errors that were present on your approved proof.
Have an Issue With Your Order?
We\'re here to help. Contact us immediately and we\'ll work to resolve any issues.