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FAQ

Help Topics

If your question is not listed, we can still help you.

Please call us at +800-784-9103 and we’ll do our best to answer your question.

Pricing and Payment

+ Payment Methods

You can use any major credit card (Visa, MasterCard, Discover or American Express). Your credit card statement will reflect payment to Staples Promotional Products. On Account is also available.

+ Offers and Promotions

If you have a promo code, you can input this during checkout, and the offer will be applied to your purchase. Please note: there may be specific limitations for promo codes.

+ Printing Your Receipt

If you would like a printout of your receipt, click on My Account. From there, you can click on the Order History link to view your past orders. Click on the specific order for which you would like a receipt and print this page.

Shipping and Delivery

+ What are normal production and delivery times?

Your in-stock merchandise order will be processed and shipped shortly after receipt. Unless otherwise specified, all orders will be shipped within 48 hours, via the shipping method you have selected.

For production and delivery times on Special Orders, contact 1-888-556-4423.

Please note: the cut off time for orders is 2 p.m. CST. That is the latest we can receive an order and still ship same day.

+ How do I track my order?

Once your order has shipped, you will receive a final receipt via email that will contain a tracking number if one has been provided by the carrier. You will also be able to see tracking number (if provided) in your Order History.

+ How can I get my order faster?

We will do everything possible to meet your deadline. You may choose a faster shipping method during the checkout process. Please note: expedited shipping may require additional cost.

+ What happens if a product is backordered?

We make every effort to ensure the products on our site are in stock and ready for decoration. Occasionally, due to circumstances beyond our control, our stock of a certain product may be depleted. When this occurs, we will contact you with a revised ship date. If this revision does not meet your needs, we will do our best to offer you a comparable product as an alternative to the one you ordered.

+ What if I need to change my shipping method after purchase?

Once the order is placed, call Customer Service at +800-784-9103.

+ What do I do if my order has not arrived?

Call Customer Service at +800-784-9103.

+ Can I have my order shipped to multiple addresses?

Yes, simply call us at +800-784-9103 when placing your order
to specify multiple shipping addresses.

+ Can I ship to an APO address?

All shipments to APO, FPO, DPO addresses must be sent via U.S. Priority or First Class Mail. Orders shipping to these addresses will be identified during order processing and the shipping method will be updated accordingly. Your shipping confirmation will reflect the updated freight service and charges. The charges should never exceed what you were quoted during the checkout process.

+ Can I ship to an international address?

  • Many products can be shipped throughout the world, however, certain items may be restricted or even prohibited in some countries. Other items may be subject to US government export controls or cannot be exported due to their nature, such as perishable or potentially hazardous goods. Apparel items marked as imported are not available for shipment into Canada and most European countries For Canadian restrictions and availability to all other countries outside of the Continental USA, please call our international customer assistance number: +712-737-4925. Charges will apply when calling from outside the United States.

International Customs/Duties/VAT:

All customs, duties and value-added taxes are the recipient's responsibility and are due at time of delivery. These charges are in addition to the purchase total from this store. Actual freight plus a $5 per item (multiple garment sizes not applicable) export processing fee will be added at time of shipment. Final charges will be submitted to the shopper for approval prior to shipping. Recipient is responsible for all taxes and duties. If you are paying by credit card, your card will be charged once we receive your approval on the final charges and your order is released.

Transit Times and Delivery

International shipment transit time can only be estimated due to the complex nature of international shipping and Customs clearance requirements. Staples Promotional Products strives to provide information regarding transit time based on the best information available at the time of the order but, SPP makes no promise or guarantee of delivery on or before a particular date.

International Returns:

Except for defects in product or workmanship, all International sales are final. Any returns require a return authorization number. Call our International Customer Service department at +712-737-4925 for a return number.

Orders and Returns

+ Am I limited to the items shown online or can I customize my order?

We have thousands of special order options that are available to you. Our online offerings represent only a sampling of the products we can source and develop for you. We have unsurpassed purchasing power with access to many more products. If you don't find what you're searching for, please call Cricket Allen at 281-462-4871 or email her at Cricket.Allen@staples.com to begin the custom order process.

+ Exchange and Return Policy

Your purchases are backed by our 90-day Satisfaction Guarantee. If the merchandise you ordered does not meet your expectations, we will gladly exchange it or accept the return for a refund or credit within 90 days from the day you receive your order. Our friendly Customer Service Department is available at +800-316-6570 between the hours of 7 a.m. and 5 p.m. CST. Return information is printed on the back of the packing slip that accompanies your order.

+ How do I check the status of my order?

After you place an order and it has been processed for delivery, you’ll receive a confirmation email. The confirmation will contain the expected delivery date, your shipping address, your order number and any other relevant information. The receipt of an email order confirmation is recognition that we have received your requested order and does not constitute an offer to sell.

You can also view your Order status and details through your My Account portal, in Order History.

+ What if I need to change my order?

Once the order is placed, call Customer Service at +800-784-9103.

+ How can I access my past orders or invoices?

You can access past orders and invoices from the Customer Information page – once you’ve entered your valid customer information, click to access the Order History page.

+ How can I check item availability?

You can find inventory levels on the Product Detail page. You can also click the ‘View Inventory Availability Dates’ button if the item is currently out of stock to see if/when the item is due to be restocked.

+ When will my refund be received after returning an item

Call Customer Service at +800-784-9103 for more information.

+ How can I track my return?

Call Customer Service at +800-784-9103 for more information.

+ How do I return an item?

To return an item, please follow the instructions on the back of your packing slip. Simply fill out the Return Form and carefully repack the merchandise with the
form in the original carton within 90 days of purchase. Contact Customer Service at +800-784-9103 for more information.

+ What if my item arrives damaged or defective?

Call Customer Service at +800-784-9103. Your dedicated customer service representative will help determine if a return, refund or replacement is needed.

+ What is your return policy?

You are able to return an item within 90 days of receipt for a prompt refund or exchange. Due to shipping restrictions, we are not able to accept returns on the following: hand sanitizers (and similar items with an alcohol content), wireless items with lithium batteries i.e. portable chargers, speakers, etc. Please contact Customer Service at +800-784-9103 for more information.

+ What if I received missing or wrong item(s)?

Call Customer Service at +800-784-9103.

California Proposition 65

Attention California residents: California’s Proposition 65 entitles California consumers to special warnings for products that contain chemicals known to the State of California to cause cancer and birth defects or other reproductive harm if those products expose consumers to such chemicals above certain threshold levels. We know you’re concerned about product safety, and we take all necessary steps to comply with all applicable safety and health requirements.

We provide a Prop 65 link under Product Description for each item that requires the Prop 65 warning. If a Prop 65 link does not appear for the product you wish to purchase, the supplier of the product has indicated that it does not require the Prop 65 warning.

Notice Regarding Tariffs

Supplier reserves the right, subject to notice to Buyer, to adjust the price of Licensed Products to reflect changes in imposed tariffs that affect the overall cost of the Licensed Products.

Exchange and Return Policy

In-Stock Orders

Your purchases are backed by our 90-day Satisfaction Guarantee.

If the merchandise you ordered does not meet your expectations, we will gladly exchange it or accept the return for a refund or credit within 90 days from the day you receive your order. Our friendly Customer Service Department is available at +800-784-9103 between the hours of 7 a.m. and 5 p.m. CST. Return information is printed on the back of the packing slip that accompanies your order.

Special Orders

We are unable to accept returns or process exchanges on custom items. If you feel your order was produced incorrectly, please contact us within 30 days of the invoice date. If it is determined there is a material or manufacturing defect with your order, we will issue a returned goods authorization number and will replace your order or issue a refund.