Last updated: [November 11, 2025]
EPG Promo Gifts is committed to delivering your custom promotional products safely and on time. This Shipping Policy explains processing times, shipping methods, costs, customs & duties, tracking, and procedures for lost or damaged shipments.
1. Processing Time
- All products are made-to-order. Standard processing time (production + quality check) is typically 7–14 business days after artwork approval and payment, unless a different lead time is confirmed in your quote.
- Rush production is available for many items; please contact us for expedited options and pricing.
2. Shipping Methods & Carriers
- We ship via reputable international carriers (e.g., UPS, DHL, FedEx) and national postal services depending on destination, cost, and speed.
- Carrier choice for each order will be confirmed in your invoice or by our sales team.
3. Estimated Delivery Time (after shipment)
- Express (DHL/UPS/FedEx): 3–7 business days to most major countries.
- Standard International: 7–21 business days, depending on customs and local delivery conditions.
- Please note these are estimates; actual delivery may vary.
4. Shipping Costs & Taxes
- Shipping costs depend on package weight, dimensions, shipping method, and destination. Exact shipping charges will be provided in your quotation or invoice.
- Import duties, taxes, and customs fees are the responsibility of the recipient unless otherwise agreed. We may mark invoices as “commercial invoice” with accurate product values for customs clearance.
5. Duties & Customs Clearance
- International shipments may be inspected by customs in the destination country. Delays caused by customs clearance are outside our control.
- We cannot be held responsible for duties, taxes, or delays caused by customs inspections or recipient failure to provide required documents.
6. Tracking Your Order
- Once your order ships, we will provide a tracking number and carrier details via email. Please allow 24–48 hours for tracking information to update on the carrier’s website.
7. Lost, Damaged, or Delayed Shipments
- Inspect all packages upon arrival. If you receive damaged goods, please photograph the packaging and items and email us within 7 days at info@epgpromogifts.com.
- For lost shipments, we will work with the carrier and, if applicable, file a claim. Resolution times depend on the carrier’s investigation.
8. Partial Shipments
- For large orders, we may ship in multiple packages. Tracking information for each shipment will be provided.
9. Address Changes & Failed Deliveries
- Please confirm your delivery address carefully. If you request an address change after shipment, additional fees and delays may apply.
- If a shipment is returned to us due to incorrect address or failed delivery, return shipping and re-shipping fees will be charged.
10. Returns Related to Shipping
- Because products are custom-made, returns are not accepted due to change of mind. If items are defective or damaged due to shipping or manufacturing error, please contact us within 7 days with photos; we will arrange replacement or rework as appropriate.
11. Contact Us
If you have questions about shipping, tracking, or customs, contact our customer support:
📧 info@epgpromogifts.com