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Home > Customer Service > Frequently Asked Questions

1. Samples

Click here to request a sample and view our samples policy.


2. Artwork Requirements

Click here to view artwork requirements and guidelines.

3. Miscellaneous Charges

Most products require that a silk screen or plate be made in order to apply your custom imprint. If your artwork is more than one color, a screen must be made for each color. Screen charges are one-time charges per product, per imprint. New imprints will require new screens and charges.

4. Shipping

Click here to view details regarding shipping and delivery methods.

5. Over Runs & Under Runs

In certain instances you may receive an overage or a shortage on your order.

Over or under runs occur do to the fact that quantity of the products are determined by weight since its not possible to actually count the exact quantities in a mass production process. The industry standard on most products is 10%. For example if you order 500 magnets you could receive 450 or 550 magnets. Superior Promos does not guarantee the exact % but will try to minimize such occurrence. In most instances the over or under run does not exceed 5%. Your account will be billed or credited to the amount of over or under run.

6. Security

SuperiorPromos.com utilizes the latest in SSL gateway security with up to 256 bit encryption on every page and full checkout process. Website is secured by industry leader GeoTrust, its active seal is present on the bottom of our website to insure that communication between your browser and sites web server is constantly secure. 


All credit card transaction are processed by industry leading Authorize gateway and user profiles along with encrypted credit card information is stored on fully secured servers that comply with the Payment Card Industry (PCI) Date Security Standards.  Superior Promos does not view or store full credit card information locally. We only see the same encrypted information our clients see. Security is one of our top priorities, we want our clients to have a safe and enjoyable shopping experience.



7. Payment Options

Credit cards:
  • Visa
  • MasterCard
  • American Express
  • Discover Card


Alternative Methods:
  • Money Orders
  • Bank Checks and Personal Checks.

If you are paying via one of these alternative methods please call customer service and place your order over the phone. Please note that there is a 5 day grace period for checks to clear.


8. Cancellations

SuperiorPromos.com strives for 100% customer satisfaction. Charges for all online orders are authorized when the orders are placed. It is the customers responsibility to be aware of all productions times.  If you have questions regarding an in hand date, please contact customer service prior to placing your order at 1-888-577-6667.

We do not have any cancelation fees, your order maybe canceled any time before it goes to production and actually printed. However if the order is in pre-production and a screen has already been made then the customer is responsible for any screen fees. Screen fees or setup fees vary depending on the product ordered.



9. Product Proofs

A product proof is an actual sample of an item you want to print. Product proofs are not available for all items, please consult our service specialist for details. An additional charge will apply for an actual pre-production product proof. After you approve the sample the whole order will go into production. Production time will start 24 hours after final approval.

10. Returns

Our goal is 100% customer satisfaction. We work hard to make your shopping experience easy and enjoyable. If there was a problem with your order due to direct fault of Superior Promos, we will resolve the issue promptly. Defected or damaged items must be returned for inspection. A Return Merchandise Authorization must be obtained within 7 days of receipt. WE DO NOT ACCEPT UNAUTHORIZED RETURNS. You can contact us at 1-888-5PROMOS (577-6667) or contact us.

11. Rush Service

Click here to view all rush service options.

12. Minimum Quantities and Less than Minimum Orders

Some products are available at below minimum quantities. If you require a below minimum quantity order please contact a service specialist for assistance. Please note that below minimum quantities might require additional charges. Full details of all the charges will be provided by service specialist prior to your order. We will be happy to provide your company a full quote on any product of your interest. You can contact us at 1-888-5PROMOS (577-6667) or contact us.

13. OEHHA Proposition 65 - California Residents

OEHHA Proposition 65 - Notice to all residents of California:

Proposition 65 requires that certain items be tested for over 775 chemicals or have a warning label attached to the item being sold. Since it is nearly impossible to test for all of the listed chemicals, the manufacturers are left with no choice but to label the items with this warning. Therefore, all drinkware that is not BPA-free and that is being shipped to California will have a warning sticker placed on the bottom of each item stating that there may be hazardous chemicals in the plastic/ceramic/glass. Some of our drinkware items will also incur a fee of $.15 per piece for this service. We will notify the customer before the order is put into production if this fee is charged. Please refer to our BPA-Free water bottles for items that are Prop 65 complaint. We apologize for any inconvenience this may cause our California customers