Shipping Policy
& Information

No order is considered placed, accepted, or binding until Promo Gear Exchange has issued a written order confirmation to the customer. Verbal agreements, email inquiries, online submissions, and quote requests do not constitute a confirmed order.

Production will not begin until (a) a written order confirmation has been issued by PGX, (b) artwork has been approved in writing by the customer, and (c) payment or an approved payment arrangement has been confirmed.

Any timelines, turnaround estimates, or delivery dates discussed prior to written confirmation are estimates only and are not guaranteed.

Production lead times vary by product, quantity, and current factory capacity. Estimated lead times provided during the quoting process are approximate and subject to change. PGX will confirm the expected production timeline in writing at the time of order confirmation.

PGX is not responsible for delays caused by artwork revisions, late customer approvals, payment delays, third-party suppliers, or any circumstance outside PGX's direct control.

Rush or expedited production may be available for select products at additional cost. Rush availability must be confirmed in writing by PGX before any rush fee is charged or any rush commitment is made.

Promo Gear Exchange ships via carriers including but not limited to UPS, FedEx, USPS, and freight carriers. The carrier and shipping method used for any given order will be determined by PGX at the time of shipment unless a specific carrier or method has been agreed upon in the written order confirmation.

Shipping carrier and method selections are subject to availability, destination, and order weight/dimensions. PGX reserves the right to substitute carriers at its discretion to fulfill a shipment.

Tracking information, where available, will be provided after shipment. Tracking updates are provided by third-party carriers and are outside PGX's control.

All shipping and delivery timeframes are estimates only. Promo Gear Exchange does not guarantee delivery by any specific date. Transit times are provided by third-party carriers and are not guaranteed by PGX.

PGX is not responsible for delays caused by carrier issues, weather, acts of God, strikes, customs clearance (for international shipments), or any other circumstance outside PGX's direct control.

If a specific delivery date is critical to your order, this must be communicated in writing before the order is placed. PGX will make reasonable efforts to accommodate time-sensitive requests but cannot guarantee any delivery date unless explicitly confirmed in writing.

Once an order has been handed to the shipping carrier, Promo Gear Exchange's responsibility for the physical goods is limited. PGX is not liable for packages lost, damaged, delayed, or misdelivered by the carrier.

All shipping damage claims must be filed with the relevant carrier by the customer. PGX will provide reasonable assistance in locating tracking information but cannot file carrier claims on the customer's behalf.

If a shipment arrives visibly damaged, the customer must note the damage with the carrier at the time of delivery and notify PGX in writing within 48 hours of receipt. Failure to report damage within this window may limit any available remedies.

PGX strongly recommends purchasing shipping insurance for high-value orders. Insurance options and costs will be disclosed at the time of order confirmation if requested.

Shipping costs are not included in product pricing unless explicitly stated in the written order confirmation. Shipping costs will be calculated based on the final order weight, dimensions, destination, and selected carrier at the time of order.

Quoted shipping estimates provided prior to order confirmation are estimates only and may change based on actual packed dimensions and weight. The final shipping cost will be confirmed in writing before the order is processed.

PGX is not responsible for additional fees charged by carriers including residential delivery fees, fuel surcharges, remote area fees, or address correction fees. These fees are the responsibility of the customer.

International shipping is available on a case-by-case basis and must be confirmed in writing by PGX. Not all products are available for international shipment.

The customer is solely responsible for all customs duties, import taxes, tariffs, brokerage fees, and any other costs associated with international shipments. PGX has no control over customs clearance timelines or import restrictions.

PGX is not liable for goods held, delayed, seized, or rejected by customs or border authorities. International delivery timelines are estimates only and are subject to customs clearance, which is entirely outside PGX's control.

Due to the custom nature of all products, returns are not accepted unless a product is proven to be defective or materially different from the written order confirmation. All return requests must be submitted in writing to PGX within 5 business days of delivery.

Order changes, cancellations, or modifications are not guaranteed once an order has been confirmed and production has begun. Any changes must be submitted in writing and are subject to PGX's approval and any applicable fees.

PGX's liability for any order issue — including defective products — is limited to the value of the confirmed order. PGX is not liable for any indirect, consequential, or incidental damages arising from any order.