Shipping & Delivery Policy

This Shipping & Delivery Policy applies to products supplied by Start Promos (“Start Promos,” “we,” “us,” or “our”). Because many of our products are made or decorated to order, production and delivery terms may vary by product and project. The accepted quote or order confirmation for your order will state the controlling product, quantity, production, shipping, and delivery details. If it conflicts with this general policy, the accepted quote or order confirmation controls for that order.

1. When Production Begins

Unless we confirm otherwise in writing, production begins only after we have received:

· any required deposit or payment;

· complete artwork, specifications, quantities, and shipping information; and

· written approval of the final proof, when a proof is required.

The date on which all required items have been received is the “Order Ready Date.” Delays in receiving payment, artwork, information, or proof approval will move the production and delivery schedule.

2. Production Time

Production time depends on the product, quantity, decoration method, material availability, and order complexity. Unless a different period is stated in the accepted quote or order confirmation, standard custom production is generally estimated at 8–12 business days after the Order Ready Date.

Production estimates do not include weekends, holidays, proofing time, or carrier transit time. Changes requested after proof approval may require a revised proof, additional charges, and a new production schedule.

3. Shipping Time and Charges

The shipping method, estimated transit time, shipping charges, and destination will be stated in the applicable quote, checkout, or order confirmation. Unless a different period is confirmed for the order, standard transit is generally estimated at 8–12 business days after shipment.

Free shipping applies only when it is expressly stated in the product offer, quote, or order confirmation. It does not automatically include expedited delivery, duties, taxes, customs clearance charges, address-correction fees, or other special handling costs.

For international shipments, the recipient is responsible for import duties, taxes, brokerage, and customs charges unless the accepted quote expressly states that those charges are included. Customs processing may affect the delivery date.

4. Estimated and Guaranteed Dates

An estimated production, ship, delivery, or “in-hands” date is a good-faith estimate and is not a guaranteed date. A date is guaranteed only when the accepted order confirmation expressly identifies it as guaranteed.

Purchasing expedited carrier service shortens transit time only; it does not shorten production time unless rush production is also confirmed in writing. Please tell us your required delivery date before approving the order so that we can confirm whether the schedule is feasible.

5. Tracking and Partial Shipments

When tracking is available, we will send the tracking information to the email address associated with the order. Carrier tracking can take up to three business days to display its first scan.

We may propose a partial shipment when part of an order is delayed or produced at a different location. We will notify you before creating a partial shipment if it would materially change the agreed cost or delivery plan. No additional shipping charge will be added without your approval.

6. Shipping Addresses and Changes

Customers are responsible for reviewing the shipping name, address, postal code, telephone number, and delivery instructions shown in the quote or order confirmation. Contact us immediately if a correction is needed.

We will try to accommodate address changes requested before shipment, but we cannot guarantee that a change can be made after an order enters production or is transferred to a carrier. The customer may be responsible for actual rerouting, reshipping, storage, or return-to-sender costs caused by an incorrect or incomplete address supplied by the customer. Start Promos remains responsible for corrections and reasonable costs caused by our own error.

7. Delays

Supplier interruptions, severe weather, carrier disruptions, customs processing, labor disputes, public emergencies, and other circumstances outside reasonable control can affect production or transit. If we learn that we cannot ship within a promised shipment period, we will notify you, provide a revised estimate when reasonably possible, and offer any delay, cancellation, or refund options required by the accepted order documents and applicable law.

8. Lost, Damaged, or Missing Shipments

If tracking shows a delivery that you cannot locate, or if a shipment arrives damaged, opened, or short in quantity, contact us promptly at fred@startpromos.com. When possible, please report visible shipping damage or shortages within 7 business days after delivery and provide:

· the order number;

· photographs of the shipping carton, labels, packaging, and affected products;

· the quantity affected; and

· a description of the issue.

Please retain the products and packaging while the matter is reviewed. We will work with the carrier and customer to investigate and will provide the appropriate remedy under the accepted order documents, this policy, and applicable law. Start Promos does not disclaim responsibility merely because a shipment has been handed to a carrier.