Customer satisfaction is our number one priority. We want to make sure our products are of the highest quality and delivered on time. However due to the customized nature of our products our customer service polices may be a little different compared to your normal retail shops. Below are a few guidelines we like to operate within.
Overall we strive to make sure our clients are satisfied working with USMG.com. So please email us, chat with us, call us, submit a ticket. We want to hear from you, we want to help you, and most of all we want to make sure your experience with USMG.com is a positive one!
1. How soon will I get my order?
That will all depend on what you want. USMG has a wide variety of options that allows you to pick the arrival time. By adjusting the production and shipping your order might arrive as soon as 48 hours or if you are in no rush up to 2 weeks.
2. What is your minimum order quantity?
That depends on what you are ordering. Some of our products, for example, Can Coolers have no minimum were as others like Lanyards do. Our website has been designed to let you chose what is currently available.
3. What forms of payment do you accept?
We currently accept Visa, MasterCard, Discover Card and American Express.
4. Can I add my own logo to my order?
Yes! We offer an option to upload your own artwork when placing your order online or you can contact us at our toll free number to discuss custom artwork with one of our Sales experts!
5. Do you offer discounts to schools and Non/Profits?
Definitely! The prices we sell our products at are already a hard bargain to pass up. But we do offer a special incentive to schools and non profits. Send us a customer testimonial and we'll give you a deep discount. Don't pass up this special offer!
6. How does your product quality compare to your bargain prices?
Good Question. Our quality is the best in the industry, our turnaround times are lightning fast, and our prices hard to beat. We're not a paper pushing company like most of our competitors. In fact we own and operate the entire process of manufacturing. We stand behind our product 100% and we guarantee you'll be satisfied.
7. Delivery Issues?
All production and shipping days on the website are referred to in business days. We urge you to select a production time and shipping time within your time frame. However if you select a production and shipping time we are unable to meet within the stated time frame then we will do our best to find a solution for you. Standard production times are estimated times. Rush production times are guaranteed.
8. Can I Upgrade Delivery Times?
Unfortunately, we can't change the production time of an order once it has gone into the pre-production phases. But, please do give us a call and one of our customer service reps maybe able to track down the exact whereabouts of your order to push it through quicker. We're not making any promises but we definitely will give it our best.
9. Need to make an update with artwork or customization?
We can make changes to an order as long as the order is still in its pending stages or before the order goes into a pre-production stage. We send email notifications about our production stages and tracking updates regarding your order. If you are unsure about what stage your order is in please contact us by live chat, by phone, email, or by submitting a ticket.
10. Color Issues?
Due to the volume of orders we process and the large number of vendors that provide us with materials, we cannot guarantee the accuracy of a color down to an exact Pantone® color. Only orders that request a custom color will get the shade or Pantone® they order. However, if for some reason you place an order for a green wristband for example and you receive a pink wristband we will replace your product with the correct color.
11. Order Short?
If you receive your order short of any merchandise, please call us within 48 Hours of delivery. In most cases you will be refunded according to the amount missing. The reason for this is most products go through a complicated production process and cannot be remade in a cost effective manner. If we are able to remake the difference we will offer it as an option.
12. What is your cancellation policy?
We keep it pretty simple. If you've placed your order and it is still in its pending stage then you can call in to cancel your order. If your order has been confirmed at it's gone into a pre-production phase we cannot cancel your order. There are special exceptions. If you ordered an in stock product that required no customization then you may cancel your order at anytime before it is shipped.
13. Tax Exempt?
You can download our W9 form here