Orders and Returns
Who is Promo Depot?
Promo Depot, Inc. is a promotional merchandiser and online fulfillment provider specializing in branded promotional products, gear, apparel, awards and custom recognition programs.
Promo Depot's address is:
2266 N Ridge Rd
Wichita, KS 67205 USA
Why do I have a charge from Promo Depot on my credit card statement?
Promo Depot handles and runs the online storefront for numerous companies, municipalities, educational institutions and community groups. Charges on billing statements will appear from "Promo Depot, Inc." or "www.4mypromo.com", since they are the ones processing the transaction and order. Don't remember what you purchased or what the charge on your statement is for? No problem, just use the Contact Us page once logged in, and they'll gladly supply your order details.
How to Place An Order!
You can place an order by visiting the recognition storefront, viewing products, adding items to your cart and clicking Checkout to begin the ordering process. That easy!
What forms of payment do you accept?
All forms of major debit/credit cards are accepted.
How do I cancel / update my order?
If you need to cancel or update an order, please contact Promo Depot immediately at customercare@4mypromo.com, and we will attempt to resolve the issue. Updates are dependent on which stage of fulfillment the order is in. Once an order has been successfully placed and moved to processing, changes can no longer be made as the order is being packed and prepared for shipment.
Catalog orders generally ship within 14 days after the date they were placed. Gift card redemption details are emailed within 48 hours of the date order was placed.
How safe is placing an order online?
Promo Depot provides a secure website for order processing. We use Secure Socket Layer (SSL) with 256-bit token encryption technology certified for the exchange of payment information. You can verify by checking out the little padlock icon in the corner of your browser. This means you can safely enter your entire credit card number when prompted by our online purchasing system, and it cannot be read in transit.
Believe it or not, ordering a product on-line is safer than ordering by other methods. When you type in your credit card number to order from the recognition storefront, your payment information is not viewable by others. The entire ordering process is completely automatic from start to finish, and only a series of computers handle your credit card information.
Hackers are not a threat either. Your credit card number and other personal data will be encrypted at the highest level of security. All your information will be scrambled and 100% guarded from prying eyes.
Why am I being charged sales tax?
Promo Depot operates in the state of Kansas, so all orders with billing address information from Kansas will have sales tax included with the order.
How can I check my order status?
You can check your order status at any time under My Account. You will also receive emails for each order update.
What if I have a question about my order?
If you have questions about your order, please contact us using one of the methods on the Contact Us page or the chat feature when you are logged in. If you are unable to log-in and need assistance you can call us at (316) 722-2500 between the hours of 8:00 a.m. and 5:00 p.m. (CT) Monday -- Friday.
What is the return & exchange policy?
We want you to have the best experience when shopping online with Promo Depot, so if you receive a product that is defective or damaged please contact us to get the item replaced.
Unfortunately we are not able to accept returns or exchanges for items that are not defective.
Why is my order being declined?
Credit card charge attempts are normally declined due to a mismatch of billing information. If the billing information you entered does not match up exactly with the information on file with your card issuing bank, the transaction may be declined. Please double check the full name and full address on file with your card issuer, and make sure the same correct information is entered into the billing fields when placing an order.
If the billing information is correct, then please double check that the card number, expiration date and security code are all being entered correctly as well.
After making sure all information being submitted is correct, we recommend contacting the issuing bank for your card, and inquiring with them what the issue may be.
My order attempt was declined, but why do I see multiple charges on my online statement?
When order attempts are made and then declined, this means no transactions were processed for the credit card, and no funds were processed for these transactions.
Certain banks and credit card companies place holds on users' cards for order attempts, even if no actual transaction takes place. It appears your bank could be applying this method.
Transaction holds on credit cards usually expire within 24 - 48 hours, but that depends on the policies of the issuing bank, and this process is entirely out of Promo Depot's hands. They do not have the ability to influence when or how credit card holds are implemented, as that is solely up to the issuing banks.
If there is a hold enforced by your bank, it should clear shortly. Any further questions regarding the hold process should be directed to your issuing bank.
How much does shipping cost?
The cost of the shipping is determined by the carriers based on the weight & size of your entire order and its destination from Promo Depot's warehouse.
When do orders ship?
Shipments are processed Monday-Friday, except for US national and government holidays. Promo Depot strives to have orders received prior to 11:00 a.m. CST processed the next day. Processing times can vary depending on holidays or backordered items.
The tracking link in my shipment confirmation email does not work, why?
If you received an order shipment confirmation email, that's good news; your package is en route to you. Please allow at least 24 hours for the delivery confirmation link within the email to be properly updated by the shipping carrier. Sometimes it takes a day or so for their systems to update.
How do I update my shipment?
Once an order has been successfully placed, it then moves to processing. Product changes can no longer be made as the order is being packed and prepared for shipment.
There may be a very small window within which you may cancel an order or make shipping address changes. If you find your shipping address is incorrect, please email Promo Depot's customer support right away with the order number and correct address so your order can be updated if they are still able to do so.
Once an order is marked shipped, it is unable to be updated.
If the package is undeliverable as addressed, it will be sent back to Promo Depot as a 'return to sender'. Once they receive the package, they will reach out to you requesting an updated or alternate address, and the package will be re-shipped to you. Please be aware that this may greatly increase the time in which you receive your order so make sure your shipping information is correct prior to ordering.
