The Industry's Leading Promotional Equipment Resource.

Frequently Asked Questions ("FAQ")

How do I return an order to PromoQuip?

Thank you for shopping at PromoQuip.com.  At PromoQuip, we want you to always be happy with your purchases.  So if after you've received your order, you want to return or exchange an item, simply contact us and we'll provide you an easy to fill out Credit/Exchange Request Form (prior to shipping the item back) to properly qualify you for credit or exchange.  It's fast, easy and free!

Next, we'll send you an email that confirms receipt of your return/exchange form, which also provides you with a record of your request. When we receive the item you've returned the item in like-new condition, we'll get your replacement item shipped or credit issued as quickly as possible.

Please note that free return shipping is limited to one per customer every 30 days, and that we reserve the right to refuse returns at our sole discretion. Additional free returns may be granted at the discretion of our customer service department.

IMPORTANT NOTICE CONCERNING REFUNDS:

As soon as you return your item to us and it's received into our systems, we will expeditiously send a refund request to your bank.  Please note that while the funds are instantly deducted from our account, some banks are taking as long as a week to process and post these refunds to their customers' accounts.

How can I cancel my order?

If you wish to cancel your order, please open a ticket telling us that you wish to cancel. Don't forget to include your order number in the field provided.

How was my order shipped?

All orders that include a valid e-mail address will be sent an email confirmation notice containing the key elements of your order, including price, shipping, etc. After all or a substantial portion of your order has been assembled, checked for accuracy and packaged for shipment, a shipping notification will be sent by email. For most orders the shipping notification will include ship date, carrier and tracking number if applicable. When split shipping is required, we send you additional notifications by email, as set forth above.

If this information was not received or you have other questions, you may contact us via email, live chat or by calling toll-free at 1-866-538-3152. We're pleased to help you!

How can I track my order?

PromoQuip.com will send an email confirmation of your order which will contain your order number or shipping number. Simply go the tracking section of the PromoQuip.com site and input the shipping number to determine the status of your shipment. On Free Shipping or Ground Shipping based orders, tracking will be limited to delivery confirmation only, to help keep costs as low as possible.

How can I change my order or add to it?

Once you've submitted your order, it's important for you to know that in-stock items are processed for shipment as quickly as possible. If you have already received your order and need to return it, feel free to contact PromoQuip.com to secure use the return/exchange system.  PromoQuip.com site to facilitate your return or exchange.

If you want to change any item in cart or order form, simply continue shopping, adding and editing items in your cart, until you are ready to check out. Follow the step by step instructions to do so on each page. It's easy!

What is your backorder policy for out-of-stock items?

In the event an item is temporarily out of stock when you place your order, we will check on deliverability with our manufacturer and choose the most rapid method to deliver your items possible. In instances where two shipments are required, we will special order the item and absorb the additional shipping costs at no charge to you. Note that we keep any item(s) on order, unless you instruct us otherwise or the manufacturer informs us the item is not timely available.

I am purchasing items as a third party delivery and the recipient shares an email address with me.  Will the confirmation email contain order specifics?

Yes, e-mail order and shipping confirmations will contain information about individual items in your order.

Can I place my order via e-mail?

For your security, do not at any time include your credit card number or any other sensitive customer information in an e-mail to us, or any other merchant. If you do not wish to use our secure server, you can always place your order over the phone by calling 1-866-538-3152, or by mail to PromoQuip.com.

When will my credit card be billed?

Your credit card will first be checked for proper authorization with your local bank, and when your order is processed for shipment, billed when the applicable components of your order processing are completed.

Can I put a link on your site?

At this time we do not offer an affiliate, drop ship or recipricol linking programs.

Will I be charged sales tax when purchasing online at PromoQuip.com?

Currently we only charge sales tax on orders shipped to Michigan addresses.

What do I do if I forgot my password?

If you have forgotten your password, there is a box on the log-in page where you can check, then click the "submit" button. Your password will be e-mailed to you immediately.

How do I change my email address or password?

If you have a different email address than you previously used to shop on our site, enter information as a "Guest" and fill out the form using your most current and accurate information.

What is your policy for returned checks due to insufficient funds?

Checks returned for insufficient funds will be assessed a $50.00 service fee for each and every bank deposit.

Do you accept international orders?

Yes! We are pleased to process orders for foreign governments, businesses and consumers. Please call us toll-free at 1-866-538-3152 to place your order.

What is a CCV number and why does PromoQuip.com ask for it?

CCV stands for Card Code Verification. The CCV number is a three or four digit number on your credit card, in addition to your account number. This number helps to protect you (and us) from credit card fraud. Here's how: If someone has possession of your credit card number they also need to have physical possession of your card in order to know what your CCV number is. We require the CCV Number on credit card orders for your protection and ours. This number is not stored on-line or retained by PromoQuip.com. This CCV is found in different places depending on what type of credit card that you have.

Visa:  The CCV is a three-digit number on the back of your Visa card. The full credit card number is reprinted in the signature box and at the end of the number is the CCV.

MasterCard:  The CCV is a three-digit number on the back of your Master card. The full credit card number is reprinted in the signature box and at the end of the number is the CCV.

Discover:  The CCV is a three-digit number on the back of your Discover card. The full credit card number is reprinted in the signature box and at the end of the number is the CCV.

American Express:  The CCV is a four-digit number on the front of the card above the credit card number on either the right or left side of your Amex card.

Was my credit card charged twice or overcharged?

It is our policy to bill your credit card as your merchandise is processed and shipped. Please note that when we receive your credit card order, the amount required for purchase must first be authorized by our credit card payment processor. Authorization effectively reserves the amount of your purchase on your credit card account, but in no instance does authorization create a duplicative charge to your credit card account. In addition, there are instances where our credit card processor will verify account information with a $1 authorization test. This step verifies credit card account information, but in no instance will this test incur charges that are not properly applied on your account. You will never be overcharged at PromoQuip.com and every credit card based transaction is backed by our exclusive Safe Shopping Guarantee.

Is everything on the site "in-stock" for immediate shipment?

While we regularly fill more than 99% of our customers' orders from our huge in-stock inventory, there are times when heavy demand will temporarily put us in an out-of-stock situation on high demand items included in an individual order.  In such events, we immediately place a fill-in order with the manufacturer to replenish stock, or in the alternative, instruct the manufacturer to ship directly to you as the manufacturer makes them available, on a first in - first out basis.

If you don't see your question answered above, please contact someone from our team to get an answer.

Thank you again for shopping at PromoQuip.com!

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