1. Can I upload my information via USB?
You are able to upload your information via USB by utilizing a user-friendly process. Visit our website for more information. If Rivers Promo needs to upload your information manually, there is an additional handling charge. USB upload charges do not qualify for EQP pricing. We encourage you to Contact a customer service representative if you have any questions or need more information regarding this feature.
2. Do prices stay the same or change in time?
All prices are subject to change without notice. For example, prices on the website may be more up to date than prices you may find in our printed catalog. Please confirm the current pricing on the order page when ordering any item or requesting a quote.
3. How do I request virtual specs?
Virtual specs can be requested in two of the following ways: Request a virtual sample form your Rivers Promo sales representative, who can assist you in identifying the best product for your application. Create your own free virtual sample using our website's feature to create a virtual mock-up. (Available on most products.)
4. Is your company liable for any lost or delayed products?
We are not liable for any delays in delivery or product availability due to customs, shipping or natural disasters. We reserve the right to make slight specification changes to ensure greater product quality and performance. Decorating methods and location sizes are subject to change. Please visit our Terms and Conditions page for more information.
5. What are the types of approvals that I can submit and are there any additional charges?
The following three proof formats are available: Online proof with no charge, Paper proof with no charge, Product proof which does have an additional charge.
6. What if I want to cancel my order?
Orders can be canceled only with written factory authorization prior to production. If an order is canceled after production has begun, there will be additional charges. Charges will still apply to any product proof received prior to order cancellation.
7. What is the approval process?
We must receive your proof approval and must have shipping information before production commences. Once your approval is received, any changes to an order may incur additional costs and lead time.
8. What is the best way to choose imprint colors?
Imprint colors must be chosen appropriately according to customer needs or wants. Printing dark colors onto a dark-colored product may result in a hard-to-see imprint, as dark on dark does not stand out. The same applies to light colors with light-colored products. In order to ensure the best visibility of a custom logo/text, we strongly recommend printing light colors onto a dark surface and dark colors onto a light surface to create contrasts. However, you might have your own pre-conceived needs about what looks good, therefore, we will never judge your artwork selection, nor can we be responsible for the choice of imprint color(s) you select.
9. What is the FOB location within USA?
FOB Los Angeles, California, USA
10. What is the liability in placing an order?
By placing an order with us, you represent and warrant that you have the authority to order, purchase and/or distribute merchandise containing the names, trademarks, logos, copyrights, etc., identified and/or submitted with your order. You agree to indemnify, defend and hold harmless our company, its officers and employees, and its affiliates and representatives, from and against all claims, liabilities and expenses (including attorney fees), arising out of or related to an actual or alleged infringement or misappropriation of any trademark, copyright or any other proprietary right of such merchandise. This provision will remain in effect after delivery of your order.
11. What is the process of ordering a blank sample?
Blank samples are available for most of our products and can be purchased at catalog EQP pricing plus shipping. Limit of three per item number. Blank Samples are non-refundable. Blank samples are not available for beach towels, robes or JournalBooks Reveal, Frame, Showcase and Graphic wrap items, but random samples are available at EQP. Most can ship next day. Most of the products are shipped from Whittier, CA
12. What is the process of product proof?
Product proof can be shipped using our standard 3-5 day ship when requested.
13. What is the process upon requesting a blank product?
Blank products are available upon request. All information including quote and shipping is given upon request.
14. What is the process when returning merchandise?
We strongly advise our customers to inspect all shipments upon arrival. All defective items must be returned within 6 months from date of purchase. Prior to return, all merchandise requires specific return merchandise authorization from the factory in order to be eligible for credit. No credit or replacement will be issued for merchandise unavailable for return to the factory.
15. What is the registration process?
In order to get full access to the website, you must register. Simply click the "Register" button in the top right corner and fill in all the necessary information. Please note, that e-commerce is available for certified Distributors only. After we receive your registration form, we will verify your information and send you a temporary password, that must be changed upon your receiving it.
16. What payments are accepted?
We accept MasterCard, Visa, and AMEX. Note: any credit card payment is subject to a 3% handling charge. We also accept e-checks or mail-in checks at no additional charge. We accept wired transfers as well but the wire transfer fee must be handled by customer.
17. When does my credit become voided?
Any credit given that is not used or claimed will become void after 6 months.18. When does production time begin?
18. When does production time begin?
Production begins when we receive a signed order approval form, all order and shipping information, and credit approval. Rivers promo uses FedEx air shipping standard carriers and for quoting purposes, once your order is ready for shipping, we will send you a shipping notice, as well as a tracking number.
19. Are there any patented products in your catalog?
Products in our catalog may be patented, have patents pending or are subject to various copyright and property rights of our company and/or its owners and/or principals. Products marked as such may not be reproduced in any way (in whole or part) without written permission from the patent holder or agent of the patent holder.