Shipping policy

Production time

Production takes 3–5 business days after payment is received and final artwork approval is provided, where applicable. Production time is separate from shipping transit time.

Shipping methods and delivery estimates

All items will be shipped using the most cost effective method unless you have selected a specific shipping service. Estimated delivery time after shipment depends on your location and the shipping method.

Shipping charges

Shipping charges are based on the shipping carrier’s standard rates.

Shipment tracking

We provide tracking numbers for shipments so you can follow your package’s progress.

Shipment questions and issues

If your shipment is delayed, missing, or marked as delivered but you have not received it, please contact us at sales@promopartners.ca or call 825-450-5888. Please include your order number and tracking number so we can help.

If the carrier confirms your shipment was lost before delivery, Promo Partners will contact the carrier and file a claim. We assess the resolution of each lost-shipment case individually, including whether to provide a refund or replacement.

Returns and replacement shipping

You are responsible for return shipping charges, except that Promo Partners pays return shipping for EU returns requested within 14 days of receiving your item. If we provide a replacement product, Promo Partners pays the shipping cost to send the replacement to you.

Please contact us at sales@promopartners.ca before sending any item back for a refund, credit, or replacement, and wait for our return instructions. See our refund policy for eligibility and details.