Because promotional products are custom manufactured and decorated specifically for each order, returns and reprints are handled differently than standard retail products.
At Purple Pie Promos, we work hard to ensure that every order is produced accurately and according to the customer-approved proof. The information below explains how returns, reprints, shortages, and production issues are handled.
Most items sold by Purple Pie Promos are custom printed, personalized, made-to-order, or specially produced for each customer.
Because of this, all sales are generally considered final once production begins.
We do not accept returns for custom products due to:
Customers are responsible for carefully reviewing all proofs and order details before approving production.
Approved proofs should be checked for:
Once a proof or order confirmation has been approved, Purple Pie Promos is not responsible for errors that were present in the approved materials.
If a verified production error occurs that was caused by Purple Pie Promos or the manufacturer, we may, at our discretion:
Resolution decisions are based on the nature of the issue, production limitations, timing considerations, and supplier policies.
Customers must inspect all shipments immediately upon delivery.
Any claims regarding defects, shortages, incorrect items, or production issues must be reported within five (5) business days of delivery.
Claims submitted after this timeframe may not qualify for review, replacement, or compensation.
To help us review a claim quickly, customers may be asked to provide:
Slight variations in imprint color, product shade, alignment, sizing, texture, or placement are considered normal within the promotional products industry and are not considered defects.
Colors displayed on digital proofs or computer screens may appear differently in person due to monitor settings, lighting, substrates, and printing methods.
Exact color matching cannot always be guaranteed unless specifically arranged in advance.
Purple Pie Promos is not responsible for shipping delays, carrier delays, weather events, customs issues, supply chain disruptions, or other circumstances outside of our control.
Delayed delivery alone does not qualify an order for refund or cancellation unless specifically guaranteed in writing.
Orders may not be canceled once production has begun or materials have been ordered from the manufacturer.
If a cancellation request is approved after order processing has started, cancellation fees, setup charges, artwork charges, restocking fees, or partial production costs may apply.
Customers are responsible for providing accurate shipping information.
Orders refused by the recipient or returned due to incorrect addresses, failed delivery attempts, or other customer-related delivery issues may incur additional shipping, rerouting, storage, or reshipment charges.
Certain non-customized or blank merchandise may qualify for return approval depending on supplier policies and product condition.
Return authorization must be requested before any items are returned. Unauthorized returns may be refused.
If you believe there is an issue with your order, please contact Purple Pie Promos as soon as possible.
We genuinely want our customers to be happy with their promotional products and will do our best to help resolve legitimate production issues whenever possible.
