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Frequently Asked Questions

FAQ – MadeToPromo

Product Information

Q ) Do you have product minimums?

We offer less than minimums on all blank MadeToPromo branded products. We do offer a low minimum of twelve units for all decorated MadeToPromo branded products. All item numbers with EZ must follow the minimum order quantities.

Q ) Can I order blank products?

Yes you can order blank products. All orders placed with us before 2:00pm EST, will ship out the same day (if stock is available).

Q ) How can I check inventory?

We do our best to keep inventory up-to date on our website. For larger quantities, please contact our customer service team.

Q ) Can I purchase samples?

Yes, you may purchase samples on our website. If ordered by 2:00pm EST we can ship out blank samples on the same day. We offer fast turnaround times on embroidered samples once a digitized logo has been shared. Swatch samples are also available if you would like to preview the available colors we carry.

Q ) Can I return samples?

You may return samples for a refund on the product cost, within 14 days of receiving the products. Please contact customer service [email protected] for a return authorization.

Order Information

Q ) How do I place an order?

You can place your order directly on our website! Also, email us on [email protected].

Q ) Where can I check my order?

You can check the status of your order on our website, in my account or email us on [email protected] for any further information.

Q ) Can I make changes to my order?

For order changes and cancellations, please call our customer service team at [email protected] or 800-676-5955 immediately.

Q ) Where do you ship from?

If ordering blank products or embroidered products, we ship from Lawrenceville Georgia. If ordering screen printed items, we ship from Rochester, NY. For custom orders and large quantities, they will ship from our factory in India.

Shipping Information

Q ) Where can I find tracking information?

You can find tracking information on your account, and we also email it to the email on file for your account.

Q ) What shipping carrier do you use?

We use FedEx, however if you’d like to use a third-party account, we have regular pickups from FedEx, UPS and USPS. We are also LTL and DHL friendly.

Q ) Can I use my own account?

Yes, please share your account information with us such as company and billing address. Custom and made to order products cannot be shipped with a third-party account.

Q ) What is your Ship from Address

752 Winer Industrial Way, Suite G
Lawrenceville, GA 30046

Artwork Information

Q ) What types of files do you accept for embroidery?

Embroidery files that we accept for DST or OFM. If you do not have an embroidery file, we can digitize it for you for $31.25 (V)

Q ) What types of files do you accept for screen printing?

We accept any vector files in AI, EPS files or any high resolutions PSD or PDF files.

Account Information

Q ) I am having trouble creating an account. How can I sign up?

Please contact our customer service team at 800- 676-5955 or [email protected], and have your ASI/PPAI/SAGE Number handy.

More Info On MadeToPromo Products:

Q ) What materials do you use in your products?

  • Our products like totes, pillows, and aprons are made out of all natural, heavy cotton canvas, jute and cotton linen blends. Genuine leather is also used on some totes.
  • Our bath towels are made from 100% cotton and are Oeko-Tex certified making them not only healthy for use, but for the environment as well.
  • Lastly, our Motion line of bags are made from polyester.

Q ) How do I take care of MadeToPromo branded bags?

  • In order to make the most of the extended use of our products, we strongly encourage all of our customers to prep our canvas, jute, and cotton- linen blend products by spraying them with ScotchGard Fabric and Upholstery Protector before use. Doing so helps to reduce future blemishes that are commonly unavoidable during repeated use.
  • If you find yourself with a stain or dirt on your canvas product, we strongly recommend spot cleaning only. Some of our customers have washed their bags in their washing machine and boasted good results, but we don’t recommend this as we cannot guarantee that some dyed canvas options won’t bleed or that the integrity or any leather in the product will withstand such trauma.

Q ) Do you offer custom products?

If you like our quality, materials, and product construction, but still see yourself needing a custom designed / constructed bag, we can manufacture a custom product just for you. Please reach out to us at [email protected] to find out more about the requirements and details needed for this service.


Q ) What is MadeToPromo’s return policy?

  • MadeToPromo products (excluding monogrammed / personalized, screen printed, custom products, retired and /or sale merchandise) can be returned or exchanged within 14 days of the purchase date for a full refund in the amount of the purchase excluding shipping costs.
  • Returns must receive prior approval and the merchandise must be returned unused, unwashed and in the original packaging. The condition of the product is left at the discretion of MadeToPromo.
  • Customers are responsible for all shipping expenses on the returns of MadeToPromo products.

Q ) Can I return sale items?

All sale items are final sale and cannot be returned.

Q ) I am looking to return or exchange my recently purchased MadeToPromo product, what should I do?

  • If you would like to return or exchange a product, please email or call us with your order number ready. We will provide you with an RA number.
  • Once our warehouse has received and processed the return, we will be able to refund your credit card for the cost of the product. A refund may not appear immediately as it may take up to 5-7 business days depending on your bank to process the transaction.

Q ) Additional information pertinent to our return policy

  • It’s our company policy that customers are responsible for return shipping expenses of MadeToPromo products. Exceptions may be made in the event that we made an error on our end in processing or fulfilling your order. We do not assume responsibility for any misdirected, lost or damaged return shipments.
  • All returns must include order details, and if possible, the original packaging slip.


Q ) What is covered under MadeToPromo’s Limited Lifetime Warranty?

  • We stand behind the quality of our products with a 1-Year Warranty. We guarantee that every MadeToPromo branded product is free of manufacturing defects. If you discover a material or manufacturing defect, we will replace or repair the item at our discretion. Any Warranty claims must be accompanied by an acceptable proof of purchase from an authorized MadeToPromo distributor.
  • Please note this 1-Year Warranty does not cover misuse, neglect, accidents, abrasion, solvents, cleaning liquids, damage during transport, or any modification to MadeToPromo branded merchandise.
  • We also cannot be held responsible for loss, damage or cost resulting from the use or loss of our products. Please note that general wear and tear, including but not limited to the breakdown of colors and materials over time, is not considered a material or manufacturing defect and is therefore not covered by the Limited Lifetime Warranty.
  • We will not honor fake or fraudulent warranty claims and reserve the right, in our sole discretion, to reject any warranty claims which we suspect to be fraudulent.

Q ) How do I submit a claim?

  • Contact customer support at 800-676-5955. Please provide the following information:
    • Order number
    • Full name
    • SKU number
    • Details of the defect(s)
  • Photos showing the defects will be required to process the warranty claim.

Media Inquiries

Q ) Who do I contact in the case of media or PR inquiries?

Please email us at [email protected] with any details regarding your request and we will get back to you as soon as we can.



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