FAQ

Here you will find answers to our most frequently asked questions.

I want to place an order, but it is asking me for my log-in information. Where can I sign up for an account?

To create an account, please click on the “Login / Register” link at the top, right corner of this page. You can then place orders through the online store. Please contact customer service if you need additional assistance creating your account or placing an order.

I tried to log into the website, but it does not recognize my email address or password. What should I do?

We have recently upgraded our website to a new (and much improved!) system. For security reasons, all users will need to create a new account on their first log-in.

To create an account, please click on the “Login / Register” link at the top, right corner of this page. You can then place orders through the online store. Please contact customer service if you need additional assistance creating your account or placing an order.

I noticed that some of the items have Standard Production Times. What does that mean?

We offer a selection of “custom” items that are produced on an order-by-order basis. These items are shipped directly from the factory. The production time indicates how many business days (Mon-Fri) are required to produce your order. This time frame does not include the time it takes to ship to your location from the factory. Please see below for more information on transit times.

When I tried to check out, it asked me for my Need By date. What date should I enter?

Your “Need-By” or “In-Hands” date is the date that you need the items delivered to your location. Although this field is optional, we recommend choosing a delivery date if your order is a RUSH or if you need the items for a specific event/meeting. Please keep in mind that FedEx and UPS do not normally deliver on the weekends, so the date selected should be a business day (Mon-Fri).

Why do so many items have a high minimum quantity?

Many of the items on the store are produced on demand which allows us to offer a larger variety of product colors and styles. It also allows for custom imprints on most of the items. 

How can I check the status of my order or get my tracking information?

Customer service will be happy to assist you with your order status and provide you with tracking information. 

Am I able to add personalization to my order? Will there be an additional fee to do this?

Yes, most “custom” items can be personalized. Please put a note in the “Personalization” box that you would like to use a custom imprint on your order. Please keep in mind that our pricing includes a 1-color and/or 1-location imprint unless otherwise noted. A setup charge may apply. You can find this information in the item description. Please contact customer service if you need a quote or would like assistance with your special project.

I am not able to find what I need on the online store. Can you help me find what I need?

If you are looking for a specific item or have a special project you are working on, we can assist you with locating the items you need. We work with many vendors that sell a wide range of promotional items and we will do our best to find something that fits within your budget. If you would like more information or if you need a quote for a specific item, please contact customer service. When you contact us, we may ask for information that will help us to narrow down our search. Some information that we might request includes the type of item you need, the quantity, the event date, the type of event, the price range/budget, and the imprint/design you would like. Having this information available will allow us to assist you quickly and efficiently.

I wanted to order some items, but I need several different colors and sizes. Do I have to order all of the same color/size to meet the minimum requirement?

No, you may order any combination of colors and sizes, as long as the total order meets the minimum requirement. If you have any issues placing your order, please contact customer service for assistance.

Do I have to place my order through the online store? Do you accept phone or email orders?

We prefer that orders be placed through the online store. This ensures that you and Renaissance Promotions receive an order confirmation. However, if you have any issues placing your order through the online store, we are happy to accept emailed orders.

When placing an email order, please be sure to include the item number(s), your shipping/billing address and a valid payment method (credit/debit card, purchase order or valid gift code). Phone orders are not accepted at this time as we prefer to have records of all transactions. For more information on this policy, please contact customer service.

What forms of payment do you accept?

We do not accept credit cards on this site. Instead, all order must be placed with a corresponding valid PRIDE Approval #. Simply enter your Pride Approval # at checkout. Once we confirm that the Approval # is valid we will submit your order for processing. 

What is your return policy?

Your satisfaction is guaranteed. If for any reason you are not satisfied with the merchandise you receive, simply call 877-692-2435 or email [email protected] to expedite your exchange or return.

Note: All returns are subject to a 20% restocking fee unless the order was shipped incorrectly or there is a material defect.

ALL RETURNS MUST BE MADE WITHIN THIRTY DAYS OF RECEIPT OF MERCHANDISE.

COVID POLICY: We are not currently accepting returns/exchanges for size due to the ongoing pandemic.

Still have a question?

Call our support team at 1-877-692-2435

Email us at [email protected]

Try out our Live Chat feature during business hours at the bottom, right corner of this screen.