Version 161102.1 updated by 11/2/2016
How do I request a quote?
> If you're browsing our products on Promo Only website, or on SAGE Online and ASI's ESP system, you can send an inquiry online, OR you may also send an email with the product number, quantity and any questions at info@promoonlyus.com OR call our customer service at 302-416-6994. After we receive your request, you will be assigned a sourcing specialist in response to either of these options. This person will guide you through the whole project from beginning to end.
> If you have your own products or ideas that need an oversea sourcing and assistance, you may send an email with all request information to info@promoonlyus.com OR if you're an established client with our sourcing specialists you can contact them directly.
What kinds of information do I need provide when requesting a quote?
In order to do an exact pricing, Promo Only may need you provide following information. We understand that you may not have all of the following information, but please try to let us know what you have.
Your Contact Info: (Name, Phone and Email)
Item Number: (if have)
Inquiry Quantity:
Expected Color:
Logo Color and Location:
Expected In Hand Date or End Buyer's Event Date
Shipping Zip Code:
How do I place an order?
Once you have a PO ready, you can send it to info@promoonlyus.com OR you can fax to 302-689-4800. If you have artworks for customized logo printing, please send them with your PO together.
Once we receive your PO, our sourcing specialists will open a PI for you to move forward.
What is the best format of the artwork for logo printing?
Email your artwork as a vectored .ai or.eps file to your sourcing specialist or to info@promoonlyus.com. If you are unable to send us the artwork in these file types, please send us your existing artwork files and we will convert them to the necessary file type for you.
How to pay for an order?
Promo Only has four main payment methods for our clients to pay. Our bank and account info and payment instructions are included at the end of the PI. If you prefer to pay by credit card, you will have to fill a credit card authorization form.
> Pay by Bank Wire Transfer / ACH
> Pay by Check
> Pay by PayPal
> Pay by Credit Card
In case of any production or shipping delay, you're requested to send an electronic proof to your sourcing specialist as soon as the payment is done. Without the payment proof, the sourcing specialist can't open the manufacture order for production or release the goods for shipping.
What is the Payment Terms?
The final payment term for an order is subject to the quote from our sourcing specialists. Generally we request to pre pay in full when you place an order. For the order with an amount over $3000, you can contact our sourcing specialist to get a fifty-fifty term (50% down payment paid when you place an order and 50% balance paid off before shipping from the country of origin).
A down payment for an order of a new client is a MUST to avoid any unexpected cancelation on client's end. If you're our signed partner company, the payment term will be subject to the signed contract. We can offer NET 30 credit term for the clients with good credit. If you need this credit, please email at info@promoonlyus.com to do an application.
Can I get a digital proof / a virtual product picture before mass production?
We will e-mail you an overview of your order and confirmation of your artwork for your review and approval. No part of your order goes into production without your final, signed approval. The virtual product picture will be sent to you after you place an order. This service is free.
Can I get a pre production sample before mass production?
We can make a pre production sample for your approval before mass production if you require. We will charge a sample fee according to the sampling cost. If you do not ask for a pre production sample, we will skip this step and move forward as per the virtual picture approved.
What is the Shipping Terms?
The shipping term for an order is subject to the quote from our sourcing specialists. The sourcing specialist will chose the best shipping method when they quote. Generally we have the following shipping ways for options:
> By FedEx Priority / FedEx Economic, UPS Priority / UPS Economic, DHL Priority / DHL Economic
Shipping Time: 3 working days priority and 5-7 days economic
> By Economic Logistics Air Shipping Lines
Shipping Time: 7-10 days
> By Sea + Ground (by sea from oversea center to local port, then by tracks for domestic delivery)
Shipping Time: 30 days
Promo Only aims at offering one-stops ourcing service, so our sourcing specialists always quote a door to door delivered pricing. You do not need to handle any complicated issues during the shipping.
We also provide international shipping agent service. If you have goods from oversea location to North America and you prefer to have a personal shipping agent, please contact us by email at info@promoonlyus.com
Do you offer Blind Shipping / shipping to the end buyers directly?
Surely we can do blind shipping if you require.The carton marks and the documents will not show anything about the vendors and factories. Sometimes if the Custom requires, we will have to keep our local delivery agent's information as the sender's information.
How do I check my order status?
Call us at 302-416-6994 or email your personal sourcing specialist to get the latest information about your order. Ours ourcing specialist will also keep you posted on every procedure during the production and shipping.
Can I order the products blank / no imprint?
Most products available through Promo Only website are available without an imprint. In most cases, the pricing for blank merchandise is a little lower than the pricing for printed merchandise.
Can I order less than minimum quantity?
It would be understood that we are meeting many small projects every day. In order to provide you with the ability to tailor your order to your business or organization’s needs, we are pleased to offer a less than minimum service option on most of our products. We will not charge an extra fee for small quantities. Our sourcing specialist will quote a proper delivered price as per your inquiry quantity, and will let you know in the quote for some items that must be with a required MOQ.
Can I order different quantities from those shown online?
We want to be able to offer you customized items in customized quantities, so as long as the quantity meets the minimum order quantity requirement, you do NOT have to order in the increments listed on the web site, except where noted.
Price breaks are an added incentive fo rcustomers who are interested in LARGE quantities, whether to be used as giveaways or to hand out to employees. Also, you can save yourself time and money by placing one large order and holding onto excess materials rather than placing smaller orders for expected, intermittent events or promotions.
The more merchandise we have printed or embroidered at one time, the lower the production costs. We immediately share this extra savings with you by offering a sliding price scale based on the number of pieces ordered.
Can I order any shirt size breakdown I want?
We have S, M, L, XL, 2XL, 3XL and 4XL for all clothes including shirts. The sourcing speciallist will contact you to get size chart approved before moving forward. You can order any quantities in any shirt sizes.
Do you offer rush service?
We will do our best to assist with rush projects. To ensure that the items will be in your hands on time, our sourcing specialist will provide a detail time schedule for your rush order.
Production time for rush service varies by product, and expedited shipping methods (Overnight, 2-Day, 3-Day) are recommended for very important deadlines. Depending on the item, additional fees and charges may apply for rush services.
What does the pricing shown online include?
All the prices online are door to door delivered prices, and generally include the product cost, estimated logo cost, duties and estimated freight to one urban location in USA mainland. The prices shown online is the List Price. If you're a distributor, please multiply the rate to calculate the Net Price.
> For most items, the pricing online includes a one color, one location imprint by silkscreen or pad printing. This means the item prices maybe adjusted as per different logo method, logo colors and the imprint size when the sourcing specialist send you a final quote.
> For some items, such as corporate apparel (jackets, polo shirts,vests, and hats), the pricing online includes the cost of the garment AND the cost of embroidery, up to 3000 stitches (roughly two square inches). Embroidery is priced differently from silk screening (ink imprint), because the price is determined by the number or stitches required to reproduce the design on the garment as opposed to the number of colors used in the design.
> For some items that need a full color all over printing or heat transfer printing, the final price should be subject to the quote from our sourcing specialists.
Most items are capable of being printed using multiple colors (additional fees apply), and some items are capable of being printed in different or multiple imprint locations. If you have any questions concerning a specific product, please contact your assigned sourcing specialists, and they will be more than happy to help you out. Pricing online is subject to change without notice. We suggest to request a quote to get the exact current pricing before you use it.
What kind of main methods for the logo imprint do you offer?
Silkscreen / Pad Printing / Embroidery / Heat Transfer / Dye Sublimation / Laser Engraving etc.
Where are the country of origin of your products?
Our products are mainly made in Southeast Asia areas, like China mainland, India, Vietnam etc. Promo Only has over 500 cooperated factories to produce all kinds of promotional items.
How do you control the quality of the products from overseas?
We have our own sourcing center in China mainland with our sourcing team and QC team working there. All orders will be required to be shipped to our CN sourcing center to go through Quality Inspection before sending out to the buyers. You can count on our sourcing team and QC team and they are your eyes for overseas products.
> For small quantity orders we check the items one by one.
> For orders over $3000, we will apply our PMI Sheet (Product MasterInformation Sheet) to control every production procedure. If you want to preview our PMI sheets template, please email to info@promoonlyus.com or contactyour personal sourcing specialist.
What is a setup charge? Setup charge on reorders?
Set-up charge is for us to start a project, including printing plate cost. It varies from $30 to $300 depending on the customized logo of the item and will be quoted by the sourcing specialists. There is NO SETUP CHARGE for most exact reorders or BLANK orders. Reorder must be for the same product with the same imprint.
Why did the pricing online change?
Product pricing and availability is changing CONSTANTLY. Though we make every effort possible to keep the pricing and information shared online accurate and up to date, occasionally the cost of raw materials such as gas, steel, or plastic may go up, forcing us to temporarily raise our prices without notice.
The pricing online is not a real-time representation of item costs. There are the rare instances where either the price has changed or the item is no longer available and was discontinued without notice. Though we STRONGLY suggest contacting Promo Only for a quotation prior to placing your order, in the case of a price discrepancy, your sourcing specialist will do his or her best to accommodate your unique situation on a case by case basis.
Will I be charged sales tax?
Our sourcing specialist will count in all the costs including the taxes when they send you a quote.
What is the proof approval policy?
Promo Only requires that all new orders receive a paper / electronic virtual picture proof and order acknowledgment prior to releasing the order to final production. A virtual picture proof will be provided at no cost and is our best representation of what your final print product will look like. Often the artwork is 100% sized or to scale (as indicated on the artwork) and is only intended to provide an idea as to what the final product will look like when completed. The virtual picture proof and order acknowledgment are checked for misspellings and other mistakes (such as item colors, sizing, imprint color, imprint locations …), but due to order volume, there is inevitably the rare instance that an error might go unnoticed. For this reason, we strongly recommend that you take part in this process by carefully checking your paperwork before signing off and submitting your approval.
IT IS NOT SAFE TO ASSUME ANYTHING.
Promo Only cannot be held responsible for any incorrect interpretations of the artwork or order approval, so if you have any questions or if something is unclear, please contact your sales representative to clarify the matter. While we do our best to catch things like misspellings, there is the outside chance that we don’t know how to spell your Great Aunt Muriel’s middle name. Your final approved image is what goes to the presses, so to speak, so it may be best to show the proof to several other people involved in the project for maximum confidence.
At the time of proofing your order artwork, if you do notice a mistake, please contact your sourcing specialist or note it on the paperwork accordingly. We will be more than happy to make any corrections or changes promptly and for no additional charge. All changes must be confirmed in writing (e-mail is acceptable).
Orders approved “As Is” will be printed exactly as stated, and no new proof will be sent / required. Orders approved “with Changes” will be printed according to the change(s) and no new proof will be sent / required. Orders marked “Additional Proof Required” will receive a newproof, and final production will not begin until an order “Approved As Is” or “Approved with Changes” is received. If you need to make a change, your safest option is requiring an additional proof so you can see how changes have been implemented.
PROMO ONLY IS NOT RESPONSIBLE FOR ANY TYPOGRAPHICAL ERRORS THAT ARE OVERLOOKED AND LATER APPROVED BY THE CUSTOMER. In addition, Promo Only cannot be held responsible for any damages that may be incurred as a result of the error or mistake after the order has been printed and accepted by the customer.
For example, if an order is supposed to read “Happy Birthday,” but the customer approves the artwork with a typographical error so the artwork reads “Hapy Birthday” (missing a “p” in“Happy”), Promo Only cannot be held responsible for the misprint as a result of the error. Once the customer approves the proof and order acknowledgment, we cannot guarantee our ability to make ANY changes to the order. Whether correct or with errors, the order is printed exactly as approved by the customer. For this reason, it is VERY IMPORTANT to carefully look over ALL the paperwork before replying with your approval. If an error is discovered after final approval has been given by the customer, please contact your sourcing specialist immediately. Although we cannot guarantee we will be able to correct it before it goes into production, the sooner we are made aware of the error, the better chance we can do something to fix it.
What is the sample policy?
You want to know what you’re investing your hard earned money in, of course! We understand how important it is to truly experience an item’s uses first hand. So in order to help you purchase with confidence, we have developed the following sample policy:
> Free random samples available for most of items online. If the samples are sent from our oversea sourcing center, you would be requested to bear $25 - $100 international freight as per the weight of the samples. For some items without stocks or need to make a new mould, the sample fee will be subject to the quote.
> For a spec sample with your customized logo, the sample fee will be subject to our sourcing specialist's quotes. You can contact your personal sourcing specialist directly or call the customer service.
Random samples will be sent out in 3 working days after receiving your request and Spec Samples processing time is subject to the actual timeline for each product. Our sourcing specialist will send you a exact timeline if you request a spec sample.
Samples are currently only available to clients located in the continental United States. If you want to deliver a sample to some remote areas or islands, please consult to your sourcingspecialist first.
What if I don't see the product online that I am looking for?
Promo Only is a web-based business, but we have access to thousands of products beyond those represented on our page. If you do not find a promotional item listed on our web site or would like to create your own, contact a sourcing specialist today at 302-4166994 or via e-mail at info@promoonlyus.com
We would be more than happy to locate and assist you with the product you are interested in or help you create an item that’s uniquely you!
What is a PMS (Pantone Matching System) Color?
You want your logo in blue, but which blue? Even specific titles like “royal blue” can vary between items and printers. We wouldn’t want to cramp your style by having your items mismatch, so we offer the Pantone Matching System (PMS) to keep everything in line. The pantone matching system assigns number codes to ink colors, allowing you to ensure that printer A who may be printing your stress balls and printer B who might be printing your t-shirts use the SAME blue on both items. PMS color matches are available on most items upon request, and an additional fee mayapply. Please contact your sourcing specialist for more details.
Please note that all monitors displaycolors differently. Due to technological differences, an LCD / flat panel monitormay display colors differently on screen than a CRT / tube monitor. Therefore, what you view on your screen may not be an exact representation of what is printed on the final order. Whenever imprint color is of concern, Promo Only STRONGLY suggests providing your own PMS color. If a PMS color is not provided, a color will be assigned by your sourcing specialist at his or her discretion. PromoOnly cannot be held responsible for any misrepresentation of colors due to the difference in monitors or if the customer is unhappy with the color printed but did not indicate a valid PMS color prior to authorizing the final order.
What is a spot color?
Spot color refers to a method of specifying and printing colors in which each color is printed with its own ink. For example, our one color / one location items are printed this way. In contrast, process color printing uses four inks(cyan, magenta, yellow, and black or CMYK) to produce all other colors. Spot color printing is effective when the printed matter contains only one to three different colors, but it becomes prohibitively expensive for more colors. Our sourcing specialists will count in the multi-color printing cost as per your logo when they send you the quote.
How accurate are the colors I see on my screen?
All product photos and images on the Promo Only website are optimized for the best screen and printer color accuracy at their factory default settings for most brand name monitors and color printers. However, colors do sometimes vary slightly depending on the quality and / or age of your monitor or printer. This should not affect your ability to understand how your artwork will appear on the final product but should be taken into careful consideration when color is of the utmost importance.
What the customer views on screen may or may not be an accurate representation of what is printed on the final order. Whenever imprint color is of concern, Promo Only STRONGLY suggests providing your own PMS color. If a PMS color is not provided, a color will be assigned by your sourcing specialist at his or her discretion. Promo Only cannot be held responsible for any misrepresentation of colors due to the difference inmonitors, or if the customer is unhappy with the color printed, but did not indicate a valid PMS color prior to authorizing the final order. Please refer to our PMS Color Chart for a list of available ink colors.
Can I ship the order on my DHL, UPS or FedEx account number?
You are more than welcome to use your own UPS or FedEx shipping account number for all freight charges. In some instances, you may receive better rates on shipping through your corporate account. Please send your account number to your sourcing specialist and we will compare the rate and tell you the result for your decision.
For most of quotes, the prices from oursourcing specialist are door to door delivered prices including the shipping rate by our shipping accounts.
What is a ship date? What if I have an important deadline?
Under normal circumstances, Promo Only will guarantee to ship your merchandise on or before your specific deadline; however, you should be aware that we cannot be held responsible for delays on the part of the Custom clearance, natural disaster and other force majeure.
Please advise your required latest in handdate when you place an order and your sourcing specialists will send you a timeline by each procedure.
What if I am not happy with the final product?
While there is no easy answer to this question, the GOOD news is we are here to help. All of the products featured on our web site are handpicked by our team of experts and must meet an extensive list of requirements before being made available for sale via the web site. Promo Only does everything in its power to control the many print, product, and color variables that can occur during customization. We are committed to delivering a quality product on time and printed according to the customer’s exact specifications.
Unless stated elsewhere, all of the products featured on www.promoonlyus.com are intended for promotional purposes only. We make our best effort to advise you on quality and try to suggest the best product for every situation, budget, and need. When placing an order, if you are concerned about quality, please do not hesitate to consult with your sourcing specialists or to request a sample at any time before or during the order process.
What is the return policy?
We make every effort to fill your order to your specifications. The ordering process for imprinted goods allows you the opportunity to obtain a sample of the good (often at no charge) before ordering and to approve your print proof before the imprinting process begins. Because once they are imprinted these specially-manufactured goods have no value to us or to other customers, no returns of properly-imprinted goods are accepted. Blank merchandise returns are subject to the factories / the Manufacturer. If the factories can accept returns you can return the blank goods in condition that you will undertake the freight costs to return the product. Incomplete or partial returns will not be accepted. Unauthorized returns are not accepted.
Any imprinted products returned inviolation of this policy will be discarded at Promo Only’s discretion.
If a customer chooses to purchase blank items without any imprint from Promo Only and then has a third party company apply a custom imprint to those items, please be advised that, after imprinting, Promo Only cannot open any claims or fix any problems that may occur with the items. Any issues regarding blank items must be addressed before the items are sent to another company for imprinting.
In the case that you believe you received products damaged during the shipping or in error, please contact customer service within 5 working days of receipt of the merchandise. Claims made after this time will not be reviewed. Before Promo Only can begin to process a claim, pictures proof and a sampling of the damaged or error goods (quantity will be determined at Promo Only discretion) must be provided for us to review. PromoOnly reserves the right to take up to 7 working days to process / review a claim from the date of receipt of the goods in question. Any credits, returns, or refunds will be processed within two business days after review, unless otherwise noted.
No returns claims are accepted after 15 working days of receipt of the merchandise.
What is the cancellation policy?
Once your order is placed, it will be processed and shipped quickly. If you need to make any changes to your order, please contact us immediately. Otherwise, we may not be able to make changes to your order.
Once we receive your PO and get the virtual picture of the products approved, the order is initiated and production begins.If you require additional information or clarification, please contact your sourcing specialists before approving those documents.
Cancellations are charged a $30 service fee plus any production charges accrued at the time. Production charges include, but are not limited to, art charges, paper or product proofs, setup charges, digitizing (embroidery), material cost, or shipping charges. These fees will be billed to you at Promo Only's discretion. If you have paid a down payment for the order, Promo Only will deduct the production charges from the down payment. Promo Only is not responsible for any cancellation from the clients. The best way to avoid cancellation fees is to be 100% confident that you want to move forward with your order. Please make your selections carefully and thoughtfully.
What is Proposition 65 and how does it affect my order?
If you are located in or take possession of any of our goods within the state of California, you may see the following label placed on some of our product(s):
PROPOSITION 65 WARNING:
This product contains chemicals known to the State of California to cause cancer and / or birth defects or other reproductive harm.
In the State of California, there exists what is referred to as "Proposition 65". Proposition 65 is the California Safe Drinking Water and Toxic Enforcement Act of 1986. Any company that operates in California, sells products in California, or manufactures products that may be sold in or brought into California are subject to Proposition 65. Since many of our products are sold in California, Proposition 65 applies to Promo Only.
Proposition 65 requires warning labels tobe placed on any product that may contain any of 600-plus elements that the California Air Resources Board considers a carcinogen or a reproductive toxicant. This list of elements includes lead (contained within the inks used to customize most products), brass, PVC and a multitude of other everyday elements.
Every product sold / available through Promo Only is tested for quality and meets all federal and state requirements, however a majority of the inks we use to customize our products contain some amount of lead. The California Safe Drinking Water and Toxic Enforcement Act of 1986 does not provide any exclusions or exemption according to the levels / quantityof the identified elements found in a product. So, even if an ink compound or product consists only of .00000001% of lead, Proposition 65 requires that we warn consumers of the potential hazard associated with these products by placing this label on them.
Stiff penalties apply for not complying with Proposition 65. Failure to label products may result in a civil penalties brought by the state of California in the amount of $2,500.00 per day. If a company's product is sold or is purchased outside the State of California and brought into California, the company may still be found in violation...
Please note this label does not necessarily indicate our products will cause you to contract cancer or reproductive harm if used as designed, but in compliance with California Safe Drinking Water andToxic Enforcement Act of 1986, Promo Only is required to warn consumers about the possibility of the dangers associated with these selected elements when if use by one of our products. These labels are just one of the many steps we have taken to warn consumers and abide by this California state law.
For more information about Proposition 65, please visit the Office of Environmental Health Hazard Assessment web siteonline at: http://www.oehha.org
For a complete, up to date list of elements listed under Proposition 65, please visit online:
http://www.oehha.ca.gov/prop65/prop65_list/Newlist.html
What is BPA and should I be concerned?
There have been recent negative reports from the media, urban myths, and Internet-spread rumors related to the use of Bisphenol A (BPA) in plastic containers. Scientific studies conducted asrecently as February 25 of 2008 by the US Food and Drug Administration (FDA) disprove these negative media reports.
The use of polycarbonate plastic and epoxyresins for food contact applications has been and continues to be recognized as safe by the U.S. Food and Drug Administration, the European Commission's Scientific Committee on Food, the United Kingdom Food Standards Agency, the Japanese Ministry for Health, Labor and Welfare, and other regulatory authorities worldwide.
"There is no significant effect from repeated-use, abrasion, heating, or chemical sterilization of these plasticarticles. The general findings are that migration is low or not detectable.” European Community Scientific Committee on Food (EC SCF), April 2002.
"The potential human exposure to BPA is more than 400 times lower than the U.S. EPA reference dose. This minimallevel of exposure to BPA poses no known risk to human health.” AmericanChemistry Council, January 2007.
Polycarbonate plastic is safe for use inconsumer products. It is a highly durable and lightweight product, resistant to stains and odors, and able to withstand extremes of hot and cold. It is an environmentally responsible substitute for disposable water bottles.
Additional information about polycarbonate plastic and BPA is available at www.bisphenol-a.org, including information sheets and a summary of key published research.
What is your Policy for Safety and Social Compliance ?
Promo Only is a member of Sedex and is committed to educate our partner factories to get a Sedex Audit.
All products from Promo Only can meet the standards of Consumer Product Safety Improvement Act (CPSIA). If you need a 3rd party reports for the products, there will be a testing fee applied. If you need our sourcing specialists count in the cost for a 3rd party report, please tell your sourcing specialists when you send the inquiry.
Promo Only has a history of high product safety standards and has for several years. Reports conducted by an independent lab verifying the safety of the products are available when the end buyer requires and can afford the fees. Independent lab tests have shown Promo Only's products meet the acceptable levels of lead and other hazardous materials.
According to CPSIA, the packaging for certain toys and games intended for use by children are now required to contain a label, or cautionary statement, regarding choking hazards. This section of the new law requires that advertising for these products which provide a direct means of purchase or order of the product must contain an appropriate cautionary statement. When a product’s packaging requires a cautionary statement, the advertising for the product, including internet sites, catalogues, and other marketing collateral (including promotional products) must bear the same cautionary statement. There are requirements as to the layout, type, language, color, and placement of the statement depending on the product. These requirements are outlined in more detail as part of the consumer product safety standard located under section 9 of the Consumer Product Safety Improvement Act.
For more information concerning CPSIA compliance and requirements, please visit:
https://www.cpsc.gov/en/Business--Manufacturing/Business-Education/
Promo Only, because of ambiguities within the CPSIA law, would like to clarify the following:
> Promo Only's products may possess characteristics resembling children’s products however, Promo Only's products are not designed or primarily intended to be used by children 12 years old or younger.
> Promo Only's products are designed and intended to be used as advertising tools within the promotional products industry and are primarily designed and intended for adults.
> Promo Only is required by law to apply tracking labels to all products that are deemed a choking hazard or that are clearly being used by or marketed towards children.
> Promo Only will continue to make our product safety information available by request.
> All product returns and claims with regard to CPSIA require authorization from a member of Promo Only's staff. Returns and claims will not be accepted without this authorization. This includes products manufactured prior to July 1, 2014.
SGS independent lab reports are availableby request for all of our products. These reports specify independent testing information for commonly requested chemical levels including any chemicals that may be deemed hazardous such as lead.
Promo Only does not commit to provide a 3rd party report free. If the end buyers require a report, please notice our sourcing specialists when you send the quote request. All charges for report or certificate requests should be on the buyers' end.
Promo Only hopes that this statement will allow our customers to continue to feel safe using Promo Only's products. Please feel free to refer any additional questions you may have concerning our policy to anyone in our customer service department.
Where I can send a feedback on an order or our service?
We’d love to hear from you! If there is a product or service you’d like to see us offer, if you have any comments or suggestions, or if you want to share a story about your favorite items used in a promotional products setting, please send an email to: info@promoonlyus.com
You can also leave a feedback on ASI online and SAGE online systems for us.
NOTE: Promo Only cherishes every good feedback. Please do not leave a bad feedback directly without any notice for us when you meet any unhappy experience sometimes. Even though this is not happening often, but we want to let you know that you can call our customer service and submit the issue to the company when you receive something bad or wrong. Our customer relationship manager will solve any unexpected issues.
In addition, We appreciate your time to leave a feedback for Promo Only, so every time you leave a positive feedback for an order, you will receive a small credit to save $25.00 off of your next order!
What is the best to contact the US office and the Asia Office?
Email contact is the best and efficient contact way. All our sourcing specialist and the customer service team are required to response all the requests in 12 hours.
Email at info@promoonlyus.com
If you prefer to call, please call the offices in the office hours.
US Office:
Office Hours: Monday - Friday, 9:00am – 5:00pmEST, excluding major holidays
Address:#2221, 300 Delaware Ave Suite 210, Wilmington, DE19801
Phone:302-416-6994 Fax: 302-689-4800
Asia Office:
Office Hours: Monday - Friday, 9:00am – 5:00pmBeijing Time, excluding major holidays
Address: Ecommerce Venture Park Suite A509,Yongjun Rd 407#, Beiyuan Dist, Yiwu, Zhejiang 322007, PRC
Phone: 86-0579-83553100
How safe is my personal information?
In a day and age where phishing scams,identity theft, and data leaks make headlines on a daily basis, Promo Only is constantly taking the necessary steps to protect you as a valued customer. All of your contact and order information is encrypted, password protected, and secure behind our corporate firewall. We do NOT sell or share your information collected, nor do we make this information available to third parties. We valueyour privacy SO MUCH that we even promise NOT to give out your name or contact informationto potential clients requesting trade references or testimonials in an effort to safeguard your privacy.
What do you do with customers' credit card information?
Promo Only will not keep client's creditcard information on file. If you need to pay by credit / debit cards for some orders, we will send a payment link by email for the client to fill their card information by themselves. Please review the payment instructions in the payment terms.
If you request and authorize Promo Only to collect and store your credit card information for the sole purpose of making reordering easier, we will request you to fill an Authorization Form. Inaddition, this information is destroyed after 12 months of account inactivity. If such permission is not granted, the information is immediately destroyed and will need to be provided again in the event of a reorder.
