FAQ

Ordering from the site is very easy. Click on the product you wish to order, add it to the cart, upload your logo or email it after the order, process to checkout, enter your address, select the preferred payment method and place the order: Done!

What if I need my order quickly? We can meet most event dates if it is less than two weeks away. Make sure you specify the event date when ordering and we will rush your order at no extra cost. If we can’t meet your deadline, we will notify you within 24hrs and process your refund immediately.

Can I trust you?  We have worked with major brands such as Coca Cola, Pepsi, Ribena and many others. Please check our testimonial page for customer feedback. If any customer is unhappy with their order, we fix the problem – either re-issuing or refunding the order. We work with PayPal, which gives you peace of mind – they process all orders so if we fail to deliver, you can file a chargeback.

What are the order payment options?  

A) PayPal (Includes Credit Card) –  This secure method gives you the most peace of mind and you may use your existing PayPal account or credit card, We don’t collect your card details, PayPal does and keeps it secure. You have the right to charge back if we fail to deliver.

B) Wire Bank Transfer –  You can set up a wire bank transfer from your bank to our world standard HSBC Corporate Account. We mostly recommend this method for large orders (above USD3,000) due to high PayPal fees. We always include banking details on your order confirmation. If you wish to use PayPal, we can accept this, but you will be responsible for the transaction fee, which is around 3-4% value of the total order.

C) Western Union –  You may also use this method by visiting a WU depot anywhere in your country and transfer the funds to us. Once you place your order online, we will include our Western Union details in the order confirmation.

What happens after I place my order?  Immediately after placing your order, we send an e-mail order confirmation; click reply to send us your artwork ASAP. Next, our art department will set up your digital proof and email it to you. Before we begin your order production, you must approve these proofs. If we need any other information from you, we will contact you about this also. Our goal is 100% customer satisfaction so we will keep you informed as to your order status throughout the process and will send you a shipping information sheet including your tracking numbers once despatched.

When can I expect delivery of my order?  Most Express orders are delivered within 2-3 weeks; economy takes 5-7 weeks or more depending on distance to your seaport. For urgent orders, we do our best to deliver in time for your requested event date and keep you updated during production. If you have any questions, please email us at the address on the order confirmation. We aim to respond within 10 minutes to all email correspondence.

What if I receive my order and I’m not happy? Is there a guarantee?  We do everything possible to prevent and rectify mistakes. Before we begin production, you must sign off on the digital color art-proof and pre-production proof. We guarantee to ship your order exactly as approved by these proofs and that it will arrive on time and error-free. Sometimes, there may be errors. If so, on receipt of your complaint, we examine your proofs and replace either the bad ones or the entire order, or we arrange a refund of the bad ones. 99.9% of customers who complain are happy with one of these two options.

What type of artwork do you want?  We accept any format; jpeg, png, pdf, ai, eps, psd, tif, tiff, word file and more. We have a professional art department who will view and convert your logo to your preferred type for free.

Can I receive a pre-production sample before order goes into production?  Yes. Once production starts, we’ll take the first imprint on the first item, photograph the print and email it to you for you to review and approve or request corrections. Only when you have approved the pre-production proof will we proceed with mass production.

Can I order a sample before placing an order?  Yes. We have two different sample options as stated below.

1) Digital Proof Sample:  (30min Delivery) When you view a product, click “Enquiry & Order Now” and send enquiry. Next, e-mail your logo; we will first send you quote which include shipping to be sure you are happy with product price, then our professional art department will digitally put your logo on the product and email it to you for your review and approval.

2) Delivery Sample:  To get deliver sample, also click on “Enquiry & Order Now”. You will need to pay for this type of sample to be delivered to you. We send you what we call a “blank sample”, is a sample without a logo on the stock. This takes approximately 10 days for delivery. If you want your logo imprinted on the sample, you will need to pay a logo set up fee at $45 for each product, though this could be more depending on the product. Delivery will take two weeks. Also, note that you will still need to still pay a shipping fee. Our most popular sample option is “Digital Proof Sample” as there is no product cost or shipping fee and it is very fast. Those who prefer to touch the sample before progressing should choose the Delivery Sample option.

Can I ship with my own FedEx or DHL or UPS or TNT account number?  No problem! Just select China & HK as delivery method. When you get to the checkout page, or when you finish placing your order, enter your shipping account on the order instruction box. Reply to the order confirmation that you wish to ship using your account number and provide the number. Make sure your delivery address is the same as that on the shipping account. DHL, FedEx or UPS will NOT ship to a different address. 95% of the time, you may be the one to request a shipping company to come to our office to pick up the shipment. In this case, we will provide you with our full address and pick up date once the order is ready.

Are there any extra hidden charges?  No. What you see on the price quotation we send you is what you will pay. This includes product cost with shipping to your country or free delivery to your China & HK agent (excluding any export fees).

Do I have to pay sales tax?  You may need to pay local tax upon shipment to your country. This is unlikely when you select Express delivery because the products are classed as gifts. For economy, you will need to pay tax and clearance fee at your seaport on collection. Contact your local tax office or check www.dutycalculator.com

Can I order less than the minimum quantity listed on the website?  We try to offer you the lowest possible quantity. If you need less than the minimum, please use the “Add to Enquiry” for that product to make your request. We will do our best to honor your request, but cannot guarantee it.

Do we accept mixed orders?  Yes. We can mix different kinds of products in one order. Just use “Add To Cart” for each product. When finished, go to checkout as normal and place your order. Our art department will send you digital proof of each item for your approval after approximately one hour.

Can I order this item blank/unprinted?  Yes. When the item is in the cart, select the logo upload option “I will email my logo after placing order”. On the checkout page, put, “I want item blank, No Logo” in the instruction box. We will email you to acknowledge this request. Once confirmed, we will produce your item(s) without logos.

Is there discount for large quantities?  Yes! The higher the quantity ordered, the lower the price per piece as shown in price table. If you wish to discuss further discount because you want to order even greater quantities, click “Add To Enquiry”, let us know the price offer and qty. We will review and get back to you.

Can i get re-seller discount price before placing order online?  If you are a promotional distributor, printer, ad agency, and re-selling the product, you will need to register as a re-seller. Once we have reviewed and approved your application, visit our website www.Able Promotional.com, login and you see the re-seller discount price. You may then place your order. If you’ve already registered and can’t remember your password, click on login, enter your email and click “forgot password”. We will send a new password and login.

Can i get my order fast, for a specific event date?  We can meet most event dates, if is two weeks or under. Make sure you specify the event date when ordering and we will rush your order at no extra cost. If we can’t meet your deadline, we will notify you within 24hrs and process your refund immediately.

How do I send my artwork?  After you have placed your order, reply to the confirmation e-mail with your art file attached.

What type of art format do you accept?  We accept any format; jpeg, png, pdf, ai, eps, psd, tif, tiff, word file and more. We have a professional art department who will view and convert your logo to your preferred type free. Your artwork will be handled personally by a member of our Art Department, so send whatever you have – we should be able to work with it.

What type of art size or resolution?  Our professional art department can work on any resolution and any size, and re-size accordingly.

Can I use my own PMS color?  Yes, we can match your requested pms color number. Simply check the pms chart on www.Able Promotional.com/box.html and include the code in the order instruction. Alternatively, after placing your order reply to the order confirmation email with the code.

What is the artwork set-up charge?  We don’t charge set up fees for orders, no matter the size of the order or number of products. Set up fees only apply if you wish to order imprinted sample with your logo before placing your order.

Do i pay for artwork preparation or change?  No, artwork preparation is free. You’ll receive a free digital copy via email for your approval.

What is your returns policy?  As all products are personalized, we are unable to accept returns. If you feel your order faulty in any way, we ask for proof, eg a photo, of your complaint. We review it and will ideally re-make the bad items or refund you.

How do I get in touch with someone if I have a problem with my order?  Once you place your order online, an account manager handles the process, including any complaints you might have. If you feel you are not getting a satisfactory response, kindly email Sales@Able Promotional.com with your order # and complaint details. We will then review it.

My order arrived and the print quality is unacceptable – what do I do?  You are protected by our guarantees so don’t worry. We have quality checking procedures in place to minimise the chance of products being despatched with poor quality print. However, in the unlikely event that print quality is poor, simply contact your account manager.

My order arrived and the products are damaged – what do I do?  You are protected by our guarantees so don’t worry. At the time of despatch, our checking procedures ensure your products are in good condition. Should your order arrive in a damaged state, then it was likely caused during transit. If this happens, remove the damaged units and we will arrange a refund for them or replace at no extra cost.

What if I receive more or less than I ordered?  We strive to ship you the exact quantity you order. However, due to occasional variations in the identification process, an underrun of an order quantity may occur. We will arrange a refund against the fewer number of units or send more at no cost to you.

We go to great lengths to ensure production is 100% error free; quality control is a constant focus. Our items are top quality because we have a highly-skilled Quality Control department. We find errors in between 0.5% and 1% of cases. However, we take full responsibility in these instances and go above and beyond for our customers in putting things right.

Where is Able Promotional located? And can I visit?  Absolutely! Just contact us and we’d be happy to arrange a time for you to visit. We are located in the 155 SanZhuang Road SongJiang District Shanghai China.

What do I do if the online order or inquiry system or contact us is not working?  Please email [email protected] and we will get back to you right away.