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Shipping & Delivery Policy

At Promo Source Direct, we are committed to getting your promotional products to you accurately and efficiently. This policy outlines our standard procedures, timelines, and options for delivery.

1. Processing & Production Timelines

Your total delivery time consists of two phases:

  • Processing/Production Time: The time from when we receive your final approved artwork and full payment (or deposit for approved credit accounts) to when your order is packaged and handed to the carrier.

    • In-Stock Items: Typically 1-3 business days.

    • Custom or Imprinted Orders: Varies by product and order complexity. Standard production time is 7-15 business days after artwork approval. Your dedicated sales representative will provide a specific production timeline with your quote.

    • Rush Service: Expedited production may be available for an additional fee. Inquire with your representative for availability and cost.

  • Shipping/Transit Time: The carrier's estimated time to deliver the package from our warehouse to your specified address. See Section 2 below.

Note: "Business days" are Monday through Friday, excluding U.S. federal holidays.

2. Shipping Carriers & Methods

We partner with leading national carriers to ensure reliable delivery. The carrier and service level (e.g., Ground, 2-Day) are selected based on your order's size, weight, destination, and chosen speed.

  • UPS

  • FedEx

  • USPS

  • Freight Carriers (for large or palletized shipments)

Shipping costs are calculated in real-time at checkout based on these factors. Account customers with negotiated rates will see those applied.

3. Delivery Destinations & International Orders

  • Primary Service Area: We primarily ship to addresses within the continental United States.

  • Alaska, Hawaii, Puerto Rico, & U.S. Territories: Shipping is available, but additional charges, longer transit times, and potential service restrictions apply.

  • International Orders: We can ship to many international destinations on a case-by-case basis. Contact us prior to placing an international order for a custom shipping quote. The customer is solely responsible for all duties, taxes (e.g., VAT, GST), and customs clearance fees imposed by the destination country.

4. Order Tracking & Shipment Confirmation

  • Notification: Once your order ships, you will receive a shipment confirmation email containing your tracking number(s) and a link to the carrier’s tracking site.

  • Tracking: You can also view tracking information by logging into your account on our website.

  • Delivery Instructions: You may be able to add delivery instructions (e.g., "leave at back door") directly with the carrier using the provided tracking number.

5. Important Delivery Policies

  • Address Accuracy: You are responsible for providing a complete and accurate shipping address. We are not liable for delays, lost packages, or additional costs resulting from an incorrect or incomplete address provided by the customer. Address corrections initiated after shipment may incur fees.

  • Delivery Attempts: Carriers typically make 1-3 delivery attempts. After failed attempts, the package may be held at a local carrier facility for pickup or returned to sender. Redelivery fees may apply.

  • Receiving & Inspection: Please inspect packages immediately upon delivery. Note any visible damage on the carrier's delivery receipt before signing.

  • Risk of Loss & Title: Title to the products and risk of loss passes to you upon our delivery of the order to the carrier. Promo Source Direct is not responsible for shipments once they are tendered to the carrier, including loss, damage, or theft in transit.

6. Claims for Lost or Damaged Shipments

If your tracking shows "Delivered" but you have not received the package, first check with neighbors or your building's receiving area. Then, contact the carrier directly to initiate a trace.

  • Damaged Shipment: If the package appears damaged upon delivery, note the damage on the carrier's delivery receipt. Contact us within 2 business days and provide photos of the damaged package and its contents. We will assist you in filing a claim with the carrier.

  • Lost/Missing Shipment: If the tracking status does not update for an abnormal period or the carrier confirms a loss, notify us within 14 calendar days of the estimated delivery date. We will work with the carrier to locate the shipment or file a claim.

Note: We cannot process claims for lost or damaged goods until the carrier's investigation is complete. For urgent needs, replacement orders can be placed subject to standard terms.

7. Pick-Up at Our Warehouse

Local customers may arrange to pick up orders at our facility by prior appointment. Please contact your sales representative to schedule a pick-up. All pick-ups require a valid government-issued photo ID and order confirmation.