F.A.Qs

STANDARD PRODUCTION TIMES

Our products require a minimum of 7-10 days for production. Some products that are oversized, and particularly road style cases may require additional assembly time.

RUSH SERVICES

Rush production is possible on most items based on current demand and operations and is subject to change. Rush production on most items is a 4-day production after payment and proof approval. Large items may require additional time, or items requiring LTL Freight rather than parcel services. Rush orders require an absolute minimum 2-day production after printing is completed to prevent any issues with print quality, assembly, or adhesive issues. 

IN HANDS DATES

We strive to help our partners meet in in hands dates according to the purchase orders. All items shipped with ground shipping are not guaranteed by the carrier for a specific arrival date. We as a company do guarantee to ship on the promised ship date requested on the purchase order but are not responsible for delays in shipping by the carrier. Likewise, items which are shipped using expedited shipping options will not be refunded due to late arrival by the carrier. Please allow for shipping times and delays when ordering to prevent issues with transit. We offer rush services to help meet in hands date, but once again, other than a guarantee of shipping by a specific date, any transit or carrier delay will not result in a return, refund, or credit.

QUICK SHIP ITEMS

Quick Ship items will ship out the following business day if order is received by 2pm (CST). All quick ship items will be blank without any customization.

PRINTING POLICIES

POLICY REGARDING OFFENSIVE CONTENT AND ARTWORK

We are a family owned and operated company. With family members, and even children on the premises periodically we do not offer printing of offensive graphics and materials. This may include but is not limited to these categories in written or pictured form: pornography, vulgar and descriptive verbiage, violent content, racist or hateful materials. We will use our own discretion to filter this content. In the event of an order which contains one of these items, we will try to provide a work around by offering ways to remove the content which is not printable. If no acceptable work-around is found, the order will be cancelled for a full refund.

COLOR MATCHING AND PRINT QUALITY STANDARDS

We use a digital CMYK print process for all our products. We utilize the following for matching colors: Pantone Connect/Pantone Color Bridge/Built in color matching features within Adobe Photoshop and Adobe Illustrator. To the best of our ability, we use the PMS, CMYK, RGB, and HEX/HTML codes as provided by our customers and attempt to cross reference and verify them to give an accurate color reproduction for their branding. With the variations of printers and output we cannot guarantee a 100% match as much as we would like to. We will strive to accurately reproduce colors and work using all the tools at our disposal to do so. All prints are output at 700x1200 ppi using CMYK settings.

COPYRIGHTED MATERIALS AND BRANDING USAGE

Any artwork which is submitted with an order by a distributor is used with the consideration that all necessary rights have been obtained to legally use the materials. Your approval of the final artwork proof is considered authorization to use all branded materials as shown. Any failure to obtain legal usage rights for copyrighted materials will be the responsibility of the end user and the distributor who fraudulently claimed ownership or authorized permission to use and print the artwork.

PRODUCT USAGE

All products custom built are intended for promotional use only. Our games are focused on entertaining and engaging customers and increasing awareness for your business and cause. Our games are not made for gambling or other purposes. All products are shipped with a “personal injury warning” disclaimer and marked accordingly with labels warning against improper usage that could lead to injury. These games are not built for or intended for children. Any usage of our products should have direct supervision by a representative to ensure proper usage and to prevent injury.  

RETURNS, CANCELLATIONS & REFUNDS

RETURNS

We offer a 30-day return policy upon delivery of your product if you are not satisfied with the quality. You must contact us for a return authorization number within 30 days from the date of delivery. The consumer is responsible for return shipping costs to our facility. Our products are also covered by our standard workmanship warranty. Any product that is received by a supplier or the end-user damaged will immediately have a claim filed with the carrier and be covered by our standard warranty process (see below). All blank stock items will require a minimum 20% restock fee. PLEASE NOTE: Nearly all our products are custom built or imprinted making them non-returnable as they cannot be resold. Under some circumstances a custom product may be returned for a partial credit based on that specific item. An RMA number is required for returns, please contact us regarding your return before sending back your product.

CANCELLATIONS

If you request to cancel an order before production begins, a full refund would be expected minus any credit card fees or costs for samples, shipping, etc. If production has begun on your order, and materials have been acquired to fulfil your order, there will be a minimum fee of 15% of the total invoiced amount. Depending on the stage of production, further fees may be imposed to cover labor and materials which can not be repurposed due to the custom nature of our products. We will consider a cancellation after payment a breech of our agreement and unfortunately, a fee is necessary to cover losses.

REFUNDS

Refunds will be issued using the same method as the payment which was received whenever possible. Under some circumstances, ACH or credit cards will not allow refunds or credits. In those instances, refunds will be issued by check and could take up to 10 business days to process after the refund is approved. For more information regarding refunds from damaged or lost shipments, see the Claim Resolution Process statement below.

STANDARD PRODUCT WARRANTY

All products are guaranteed to arrive to the consumer free from defects. We will immediately file a claim with the carrier for any damaged item related to transit (see additional sections below for information). If there are issues related to manufacturing, we will replace any product that has left the factory in a substandard condition. Products manufactured by Games4Promo are intended for indoor use at trade shows, retail locations, or other events in a temperature-controlled setting. All of our prize wheels and drop a puck games carry a 1 year warranty from the date of purchase that covers defects that occur due to faulty materials or workmanship. This warranty does not apply to damage caused from abuse, such as dropping your prize wheel or drop a puck style game. This warranty will be voided for products that are damaged from exposure to direct sunlight, high heat, wet environments, or high humidity. Please call or email us regarding any problems with your product.

SHIPPING: 

Most items ship via USPS, UPS Ground, or FedEx Ground. Larger items may ship via LTL freight through Game On Promo’s selected carrier. Buyers must provide a valid, deliverable address. Once a shipment leaves our facility, we cannot control delays, errors, or damages caused by carriers.  

We are not responsible for:  

- Incorrect addresses provided by the buyer.  

- Carrier delays, damages, or lost packages.  

- Delays due to unforeseen events (extreme weather, natural disasters, etc.).  

Exchanges require the buyer to cover all shipping costs.  

Freight Deliveries: 

Large items typically require a loading dock or forklift. If unavailable, buyers must arrange (and pay for) liftgate or inside delivery services in advance with the freight carrier.  

Upon delivery, you and the driver will sign the Bill of Lading (BOL). Keep your copy for any freight claims.  

EXPEDITED SHIPPING: 

Need your order by a specific date? Contact Game On Promo before ordering to confirm deadlines. Expedited shipping is available but not guaranteed for non-guaranteed services (USPS Priority, UPS/FedEx Ground, standard LTL). Delays are rare but possible.  

INTERNATIONAL SHIPPING:

Buyers are responsible for all customs duties, taxes, and fees. Game On Promo does not collect or reimburse these charges. Ensure your address can accept deliveries and pay any required fees—failed deliveries due to unpaid customs or invalid addresses will require buyer-paid return shipping. Brokerage arrangements are the customer’s responsibility.

DAMAGED PRODUCTS & CLAIMS

DAMAGED PRODUCTS

Your product should be inspected promptly upon receipt to ensure the condition is acceptable. Products must be inspected and damage reported within 14 days of receipt for us to properly identify and resolve issues with carriers or faulty products. If your product arrives damaged, we will assist in every way possible to provide a quick resolution. If your product is damaged in transit, all packaging materials must be retained for inspection by the carrier for them to take responsibility for the claim. Possible resolutions for damaged items may include a claim with the carrier and a refund for the product, a replacement part, or a complete replacement product. Unfortunately, time is required to work through this process. There may be a delay in getting a replacement unit built while we wait for the carrier to complete its claim investigation. In circumstances where an immediate replacement is needed and the claim process bypassed, the product must be purchased again, and a refund will be issued IF the claim is approved by the carrier. Additional troubleshooting or steps may be required if the carrier refuses to cover the damaged product.

CLAIM RESOLUTION PROCESS

Claims are handled by both the parcel carriers and LTL freight forwarders guidelines. These processes take time to complete in the event of lost or damaged products. Normal claims for parcel carriers take up to 1-2 weeks, whereas LTL claims take up to 4 months to be resolved and paid by the carrier. We apologize for the time that is required in these circumstances, but we will do everything we can to expedite the process on everyone’s behalf. We ask for your cooperation during this process which may require pictures and further details regarding the damaged merchandise. If a product replacement is needed immediately, a new purchase order and payment will be required. IF the claim is approved and paid by the carrier, we will promptly refund the cost of the damaged freight or package. During the claims process, we may request pictures or other detailed information to offer the best resolution and identify what happened to the product. If the needed information is not provided by you or your customer within a 14 day time frame after our request, the claim process will be considered void and the issue will be considered resolved. No further claim or assistance will be offered at that time due to non-compliance with this policy. Furthermore, the carriers have a limited window of responsibility for damaged merchandise, and we as the manufacturer and shipper have a very limited time of being able to properly identify the cause of issues beyond the 14 day period.  

​MISSING PARTS OR DISCREPENCIES

As mentioned, all products should be inspected upon receipt and any issues with product quality, color, or missing parts must be reported within 30 days of delivery for us to remedy the complaint.