FAQ
How can I get a quote?
It's easy! View the product you like, click “contact us ” and we'll prepare a custom quote for you right away at no cost. I saw a product that I like on another Web site;can I get it from PromoAF?
We offer so many different products and can’t put them all on our web site! If you have seen a product elsewhere, contact us with the product picture and quantity needed and we’ll provide you with a full quote. Can we create a newly-develop product?
If you have a product concept or idea, we can make it. Contact us, providing the product details such as a picture or drawing, qty needed and specification details. We will provide you with official price quotation. Can I trust you?
If any customer is unhappy with their order, we fix the problem – either re-issuing or refunding the order. We work with PayPal, which gives you peace of mind – they process all orders so if we fail to deliver, you can file a chargeback. What are the order payment options?
A) PayPal (Includes Credit Card) – This secure method gives you the most peace of mind and you may use your existing PayPal account or credit card, We don't collect your card details, PayPal does and keeps it secure. You have the right to charge back if we fail to deliver.
B) Wire Bank Transfer - You can set up a wire bank transfer from your bank to our BOC Account. We mostly recommend this method for large orders (above USD3,000) due to high PayPal fees. We always include banking details on your order confirmation. If you wish to use PayPal, we can accept this, but you will be responsible for the transaction fee, which is around 3-4% value of the total order. What happens after I place my order?
Immediately after placing your order, we send an e-mail order confirmation; click reply to send us your artwork ASAP. Next, our art department will set up your digital proof and email it to you. Before we begin your order production, you must approve these proofs. If we need any other information from you, we will contact you about this also. Our goal is 100% customer satisfaction so we will keep you informed as to your order status throughout the process and will send you a shipping information sheet including your tracking numbers once despatched. When can I expect delivery of my order?
Most Express orders are delivered within 2-3 weeks; economy takes 5-7 weeks or more depending on distance to your seaport. For urgent orders, we do our best to deliver in time for your requested event date and keep you updated during production. If you have any questions, please email us at the address on the order confirmation. We aim to respond within 2 Hours to all email correspondence. What type of artwork do you want?
We accept any format; jpeg, png, pdf, ai, eps, psd, tif, tiff, word file and more. We have a professional art department who will view and convert your logo to your preferred type for free.
What if I receive my order and I'm not happy?Is there a guarantee?
We do everything possible to prevent and rectify mistakes. Before we begin production, you must sign off on the digital color art-proof and pre-production proof. We guarantee to ship your order exactly as approved by these proofs and that it will arrive on time and error-free. Sometimes, there may be errors. If so, on receipt of your complaint, we examine your proofs and replace either the bad ones or the entire order, or we arrange a refund of the bad ones. 99.9% of customers who complain are happy with one of these two options. Can I receive a pre-production sample before order goes into production?
Yes. Once production starts, we’ll take the first imprint on the first item, photograph the print and email it to you for you to review and approve or request corrections. Only when you have approved the pre-production proof will we proceed with mass production. Can I order a sample before placing an order?
Yes. We have two different sample options as stated below. 1)Digital Proof Sample: When you view a product, click “contact us” and send enquiry. Next, e-mail your logo; we will first send you quote which include shipping to be sure you are happy with product price, then our professional art department will digitally put your logo on the product and email it to you for your review and approval.
2)Delivery Sample: To get deliver sample, You will need to pay for this type of sample to be delivered to you. We send you what we call a “blank sample”, is a sample without a logo on the stock. This takes approximately 10 days for delivery. If you want your logo imprinted on the sample, you will need to pay a logo set up fee at $45 for each product, though this could be more depending on the product. Delivery will take two weeks. Also, note that you will still need to still pay a shipping fee. Our most popular sample option is “Digital Proof Sample” as there is no product cost or shipping fee and it is very fast. Those who prefer to touch the sample before progressing should choose the Delivery Sample option. Are there any extra hidden charges?
No. What you see on the price quotation we send you is what you will pay. This includes product cost with shipping to your country . What is the artwork set-up charge?
We don't charge set up fees for orders, no matter the size of the order or number of products. Set up fees only apply if you wish to order imprinted sample with your logo before placing your order. Do i pay for artwork preparation or change? No, artwork preparation is free. You'll receive a free digital copy via email for your approval. What is your returns policy?
As all products are personalized, we are unable to accept returns. If you feel your order faulty in any way, we ask for proof, eg a photo, of your complaint. We review it and will ideally re-make the bad items or refund you.Once you place your order online, an account manager handles the process, including any complaints you might have. If you feel you are not getting a satisfactory response, kindly email [email protected] with your order # and complaint details. We will then review it. My order arrived and the print quality is unacceptable - what do I do?
You are protected by our guarantees, so don’t worry. We have quality checking procedures in place to minimise the chance of products being despatched with poor quality print. However, in the unlikely event that print quality is poor, simply contact your account manager. My order arrived and the products are damaged - what do I do?
You are protected by our guarantees so don’t worry. At the time of despatch, our checking procedures ensure your products are in good condition. Should your order arrive in a damaged state, then it was likely caused during transit. If this happens, remove the damaged units and we will arrange a refund for them or replace at no extra cost.What if I receive more or less than I ordered?
We strive to ship you the exact quantity you order. However, due to occasional variations in the identification process, an underrun of an order quantity may occur. We will arrange a refund against the fewer number of units or send more at no cost to you. Can I have my order shipped to multiple addresses?
Yes. if you want to split your order to different addresses, place the order online to the regular delivery address. Once you have received your order confirmation, reply to this with details of the further address, including quantities. The account manager assigned to your order will confirm this upon receipt. Note: there may be costs involved. What if UPS or FedEx loses my shipment? We have used DHL & FedEx for over 10 years and for thousands of shipments. To date, we have had no shipment lost in transit. If by chance this does happen, we will do all we can to locate your shipment. If it IS lost, DHL or FedEx will pay compensation and this may be used to re-make a new order or refund back to you. Both delivering agents have a very solid tracking system which monitor all shipments to make sure delivery to the correct location.
