To ensure your branded items are crafted to your exact specifications, every custom order is produced uniquely for you. Because these are not standard stock items, all custom sales are considered final.
We are deeply committed to your complete satisfaction. If your delivered items do not meet your expectations, please reach out to us immediately. Your dedicated Account Manager and our support team are here to work with you to find a resolution and ensure your branding is represented flawlessly.
Contact Support: support@gameonpromo.com
Last Updated: November 2, 2025
Our Commitment to Quality
At Game On Promo, we take pride in providing high-quality promotional products that meet your specifications. We understand that custom-branded merchandise is an investment in your company's image, and we are committed to ensuring your complete satisfaction.
Due to the customized nature of our products, our return policy differs from standard retail merchandise. Please review the following policies to understand our approach to returns, refunds, and product issues.
Custom Products Return Policy
Important: Because our products are customized with your logo, artwork, or text, we cannot accept returns for customized items unless there is a defect in the product or printing.
Our returns policy for custom-printed products is as follows:
Defective Products
If you receive products that are defective in material or workmanship, we will work with you to resolve the issue with one of the following solutions:
Replacement: We will reprint and replace the defective items at no additional cost.
Partial Refund: If only a portion of your order is affected, we may offer a partial refund for those specific items.
Full Refund: In cases where a replacement is not feasible, we may issue a full refund.
Print or Decoration Errors
If there are errors in the printing or decoration that do not match your approved proof, we will:
Review the approved proof against the received products.
If the error is on our part, we will reprint the items at no additional cost.
If time constraints make reprinting impractical, we may offer a discount or refund.
Note: Our proofing process is designed to prevent these errors, which is why your approval is a critical step before production begins.
Our Proofing Process
To minimize issues and ensure your satisfaction, we implement a thorough proofing process:
After you place your order, our design team creates a digital proof showing how your logo and artwork will appear on the product.
You must review and approve this proof before production begins. This approval confirms that all details (spelling, colors, layout, etc.) are correct.
Production begins based on your approved design.
Important: Errors present in an approved proof are not considered valid reasons for returns or refunds, as you had the opportunity to identify and correct them before production.
Shipping and Delivery
We make every effort to deliver your products within the estimated timeframe. However, please note:
We cannot guarantee exact delivery dates due to variables outside our control, including shipping carrier delays, customs processing, weather events, and other unforeseen circumstances.
Production timelines begin after proof approval, not from the initial order date.
Rush orders and expedited shipping are available at an additional cost but are still subject to production requirements.
Delivery Disclaimer: While we strive to meet requested delivery dates, we cannot guarantee on-time delivery due to external variables. We recommend placing orders with adequate lead time, especially for event-specific merchandise.
Reporting Issues & Claims Process
If you encounter any issues with your order, please follow these steps:
Inspection: Inspect all products promptly upon receipt.
Documentation: Take clear photographs documenting any issues.
Notification: Report any issues to us within 7 business days of delivery.
Filing a Claim: Submit a formal claim through our online process.
Claims Process
To file a claim for defective products or print errors:
Visit our Claims Page.
Complete the claim form with your order details.
Upload clear photos documenting the issue.
Submit your claim for review.
Our customer service team will review your claim within 2 business days and work with you to find a resolution.
Refund Processing
When a refund is approved:
Credit Card Refunds are processed to the original payment method within 5-7 business days.
Company Account Credits are applied within 3 business days.
Check Refunds may take 2-3 weeks to process and mail.
Please note that your bank or credit card company may have additional processing times before the refund appears on your statement.
Samples and Pre-Production
To ensure your satisfaction with custom-printed products, we offer:
Product Samples: You can request blank product samples to evaluate quality, size, and color before placing a large order. Sample costs may apply but are typically credited toward your final order.
Pre-Production Samples: For large orders, we can produce a small quantity of decorated samples before the full production run. Additional charges and time will apply.
These options can significantly reduce the risk of issues with your final order and are highly recommended for first-time or large-quantity purchases.
Contact Us
Our customer service team is here to help with any questions or concerns about your order.
Phone: 702-550-8810
Email: support@gameonpromo.com
Hours: Monday-Friday, 8:00 AM - 4:00 PM PST