Custom branded products are made specifically for you. Here's exactly how we handle your order from start to finish.
Because every product we sell is custom manufactured and imprinted specifically for your business, we are unable to accept returns or exchanges on completed orders. This includes all items featuring your logo, artwork, name, or any other custom imprint.
Custom promotional products are produced to order — once your artwork has been approved and production has begun, the order cannot be cancelled, modified, or returned.
This is standard practice across the promotional products industry. Your items are made exclusively for you and cannot be restocked or resold.
If there is a problem with your order — including a production defect, imprint error on our end, damaged items, or a discrepancy from the approved proof — we will make every reasonable effort to correct the issue at no additional cost to you.
We take quality seriously. If we made a mistake, we own it and we fix it. That may include:
We ask that all issues be reported within 5 business days of receiving your order so we can address them promptly.
A digital proof is provided for your review and approval before any order goes into production. It is the customer's responsibility to carefully review all proofs for spelling, layout, colors, and logo placement prior to approving.
Once a proof has been approved and production begins, Fresh State Marketing is not responsible for errors that were present in the approved proof. Please review every proof carefully before signing off.
Not sure about something on your proof? Just ask. We'd rather catch an issue before production than deal with it after.
Due to the nature of promotional product manufacturing, orders may be fulfilled within an industry-standard variance of +/- 5% of the ordered quantity. You will only be billed for the quantity actually shipped.
If your order arrives damaged due to shipping, please photograph the damage and contact us within 5 business days of delivery. We will work with the carrier to file a claim and get your order replaced as quickly as possible.
We're a small Michigan business and we treat every customer like a real person — not a ticket number. If you have any questions about your order or this policy, reach out directly:
Browse over 1 million custom promotional products or reach out for a free same-day quote. We'll take care of the rest.