General Information - FAQ'S
The Pacific Blue Company (PacBlueLine) will help answer questions you may have never thought of or didn't know to ask. Compiled below is a list of frequently asked questions (FAQ) to assist you during the promotional products ordering process:
Ordering & Payment Information
Artwork & Printing
What if I don’t have “camera ready” art?
Shipping & Returns
How do I place an order? (top)
In our technology driven world of automated chats, generic forms and touch tone dialing, we understand that placing an order can be frustrating and difficult. prides itself on making the process as simple and easy to understand as possible.
If you have questions during any step, please do not hesitate to contact us by phone at (888) 551-9009, text to (562) 448-8004, or via e-mail email@example.com.
Overview of Ordering Process
1. Select your product - Browse our vast selection of product by navigating through our web site. Begin by choosing a product category then narrow it down to bottle style, size and price/
2. Choose your desired quantity.
3. Choose your product options. (ink colors, product colors, etc.)
4. Contact Us - Email us with your order information or request a price quote or additional product information at firstname.lastname@example.org
5. Submit Artwork - Email your artwork as a vectored .ai or .eps file to email@example.com. If you are unable to send us your artwork in these file types, art conversion fees may apply.
6. Submit Payment - Before we can begin working with your artwork or design, we require a filled out and emailed or faxed credit card or PayPal authorization form. Your credit card or PayPal account will NOT be charged until you have given The ‘s Company's final approval of the artwork and order acknowledgment.
7. Review and Approve Order Acknowledgment and Digital Proof - We will e-mail you an overview of your order and confirmation of your artwork for your review and approval.
Please note: No part of your order goes into production without your final, signed approval. Once you return the signed paperwork, your credit card or PayPal account will be charged and the items ordered become your property, printed or not printed.
8. Production - Standard production time on average runs approximately 7 - 10 working days and begins after artwork and order approval.
9. Order is Shipped - Your order will be shipped once production has been completed. Shipping time varies depending on which shipping method is used and may range from 1 to 7 working days.
How do I check my order status? (top)
Call us at (888) 551-9009, text to (562) 448-8004 or email your customer service representative to get the latest information about your order. To expedite the process, please have your order number handy. This number is located in the top right hand corner of your order acknowledgment or on your fax cover sheet..
Can I order the products blank/no imprint? (top)
Perhaps you have a screen-printing business of your own or simply need blank goods for supplies. Either way, most products available through Pacific Blue are available without an imprint. In most cases, the same pricing for printed merchandise applies to blank merchandise. The only difference between a blank order and an imprinted order is that there is no a set-up charge and most blank orders ship out within 24 hours time.
To place a blank order, please contact us by phone at (888) 551-9009, text to (562) 448-8004 or via e-mail at firstname.lastname@example.org.
What if you don’t have the exact color I need? (top)
Can I have bottles and lids made in my own special color? Yes. Please call for details.
Can the bottle and lid be two different colors? (top)
For many of our bottles there is no extra charge for contrasting color lids. Just look for the “Free Contrasting Color Lids” icon. We suggest matching one of your ink colors to the cap color for best results.
Can I order fewer than the stated minimum? (top)
Let’s face it: not everybody needs 200 bottles, and we get that. In order to be able to provide you with the ability to tailor you order to your church, school or organization’s needs, we are pleased to offer a less than minimum service option on most of our products. When available, a $50.00 factory “less than minimum” charge will apply for all customized orders below the item’s stated minimum quantity. We apologize for any inconvenience this policy may cause, but customization is costly and complex work. As an alternative, consider investing in items that can be stored for future use, and save you the time and cost of placing a second order at a later date.
Some items have an absolute minimum of 50% of the minimum quantity shown, rounded up to the fullest case. Please contact us at email@example.com for information about your specific order.
Can I order different quantities from those shown online? (top)
We want to be able to offer you customized bottles in customized quantities, so as long as the quantity meets the minimum order quantity requirement, you do NOT have to order in the increments listed on the website, except where noted. However, we do RECOMMEND ordering some products in case quantities for various reasons. If you need 160 sports bottles, the minimum order quantity is 150, and the next price break isn't until 300, you CAN order 160 pieces for the 150-piece price. That unit price is what you will pay for EACH sports bottle when you buy anywhere from 150 to 300 of them.
Price breaks are an added incentive for customers who are interested in LARGE quantities, whether to be used as giveaways or to hand out to employees. Also, you can save yourself time and money by placing one large order and holding onto excess materials rather than placing smaller orders for expected, intermittent events or promotions.
The more merchandise we have printed at one time, the lower the production costs. We immediately share this extra savings with you by offering a sliding price scale based on the number of pieces ordered.
Do you offer rush service? (top)
Did the boss just dump a huge project into your lap? We know the feeling, so we’ve made rush service available on most of our items. Production time for rush service varies by product, and expedited shipping methods (Overnight, 2-Day, 3-Day) are recommended for very important deadlines. Depending on the item, additional fees and charges may apply for rush services. To ensure that the items will be in your hands on time, most rush items can only be printed with a maximum of one color/one location imprint and are limited to web site quantities only.
Please contact us at firstname.lastname@example.org to inquire if rush service is available for the item you are interested in.
What does the pricing shown online include? (top)
For most items, the pricing online includes a one color, one location imprint. This means the item price shown online includes the cost of the item AND the cost of imprinting it using a single color in one location. Items that require setup fees will be noted in the “PRINT DETAILS” section on each product page.
Some of our bottles are capable of being printed using multiple colors (additional fees apply), and some, in different or multiple imprint locations. A special icon indicates those bottles available for 4-Color Process printing. If you have any questions concerning a specific product, please contact a sales representative at email@example.com and they will be more than happy to help you out.
Each product has a pricing schedule that lists the base price per unit. Shipping, sales, tax, set-up and other charges are additional, and estimates are available upon request.
The price per unit is reduced with higher quantities. The more you buy, the more you save!
Pricing online is subject to change without notice.
What is a set-up charge? Set-up charge on reorders? (top)
Set-up fees vary depending on the item and are listed in the “PRINT DETAILS” section on each product page. On most items, a one color, one location print is included with the standard set-up fee. Additional set-up fees may apply for multiple colors and additional locations. There is reduced set-up cost for most exact reorders. Reorder must be for the same product with the same imprint.
Over/Under Policy (top)
Custom screen-printing is an art form. We do our very best to deliver, at minimum, the ordered quantity. However, printing mistakes happen. For that reason, we have an under/over run allowance. This is simply an acceptable margin of error. Orders are considered complete with 5% over/under quantity ordered. There is a 5% surcharge for exact quantity orders.
Are there any other charges I should know about? (top)
Depending on the nature of your printing order, other charges may apply. Examples of such charges include:
• Rush Service
• Specialty Packaging
• Additional Print Locations
• Additional Colors
• Artwork Changes / Modifications
• Product Upgrades
• Less Than Minimum
• Pantone Matching System (PMS) Color
• Changes Made After Authorization & Approval of Order
• Split Shipments
How come the pricing online changed? (top)
Product pricing and availability is changing CONSTANTLY. Though we make every effort possible to keep the pricing and information shared online accurate and up to date, occasionally the cost of raw materials such as gas, steel, or plastic may go up, forcing us to temporarily raise our prices without notice.
The pricing online IS an accurate representation of item costs. However, there are the rare instances where either the price has changed or the item is no longer available and was discontinued without notice. Though we STRONGLY suggest contacting Pacific Blue for a quotation prior to placing your order, in the case of a price discrepancy, your sales representative will do his or her best to accommodate your unique situation on a case-by-case basis.
All pricing and/or any additional costs/fees must be confirmed in writing and require the customer’s approval before we will proceed with printing the final order. Unless stated elsewhere, all verbal and written quotations are valid for seven days.
What forms of payment do you accept? (top)
We accept Visa, MasterCard, American Express, Discover, Company or Personal Checks, Money Orders, E- Checks, Pay Pal, and/or certified school or government Purchase Orders.
To pay by credit card, please submit your payment information by emailing or calling for a payment information form.
Phone: (888) 551-9009
Text: (562) 448-8004
To pay by check, please mail your payment to:
Brown Fox Group, LLC
The Pacific Blue Company
1251 S. Beach Blvd.
La Habra, CA 90631
Billing Address for Credit Cards:
The billing address is the address where the credit card statement is mailed, not necessarily the same as the shipping address (where you want the goods shipped). The billing address must match the statement address for the credit card used for security purposes. Errors in the billing address will delay the shipping and delivery of your order and may incur additional fees to correct.
To protect you and your credit card information, the billing information you provide will be verified with your credit card company. If there are any discrepancies, your order will be placed on hold until we receive a valid billing address for your order.
Checks and Money Orders:
We accept checks and money orders, in U.S. currency, made out to Pacific Blue. However, this payment method may delay the processing and shipping of your order until the check or money order has been received and the funds have cleared.
When paying by check, be sure to provide us with the product(s) and quantity, billing and shipping addresses, valid email address (for order and shipping confirmations or out of stock notifications), as well as any other instructions. Your check should include all applicable shipping costs (see shipping rates below) and California Sales Tax when. If you have questions about the total amount due, please contact your sales representative at firstname.lastname@example.org or call (888) 551-9009, or text to (562) 448-8004.
Please send your check or money order, in U.S. currency, made out to:
Brown Fox Group, LLC
The Pacific Blue Company
1251 S. Beach Blvd.
La Habra, CA 90631
Purchase Orders (PO's):
Payment is required before we can release inventory for shipping. If your organization requires a PO, please email, mail or fax it to:
E-mail to: email@example.com
The Pacific Blue Company
1251 S. Beach Blvd.
La Habra, CA 90631
If you need to use a Purchase Order to submit/request payment, we would be more than happy to provide you with a Quotation (Invoice) listing the total amount due for you or your accounting department at the time of placing your order.
Will I be charged sales tax? (top)
California sales tax will be added to all orders shipped to a California address when applicable. If your organization is tax exempt and a valid tax exemption number is provided at the time of placing the order, you will NOT be assessed sales tax. If your order is not being shipped to a California address, you will not be charged sales tax*.
Sales tax is not applied to the shipping portion of your order.
What is standard production? (top)
Although we do our best to make sure item quantity and availability is updated on the website, you should contact us at firstname.lastname@example.org prior to placing your order to ensure we have available stock and check on production time. Production does not begin until ALL the following requirements have been met.
Payment Has Been Received - Pacific Blue requires that ALL orders submit prepayment via credit card, PayPal, check or money order before production can begin.
Proof Approval Has Been Received - Pacific Blue requires that all artwork be approved before production can begin.
A Signed and Dated Order Acknowledgment Has Been Received - Pacific Blue requires that a signed and dated order acknowledgment containing the customer’s signature be submitted before final production can begin.
Production begins THE DAY AFTER the items listed above have been received (confirmation of receipt will be sent via e-mail). Rush service is available on most items; please contact your customer service representative for more details.
What is the proof approval policy? (top)
Pacific Blue requires that all new orders receive a electronic proof and order acknowledgment prior to releasing the order to final production. A email proof will be provided at no cost and is our best representation of what your final print/product will look like. Often the artwork is 100% sized or to scale (as indicated on the artwork) and is only intended to provide an idea as to what the final product will look like when completed. The electronic proof and order acknowledgment are checked for misspellings and other mistakes (such as item colors, sizing, imprint color, imprint locations …), but due to order volume, there is inevitably the rare instance that an error might go unnoticed. For this reason, we strongly recommend that you take part in this process by carefully checking your paperwork before signing off and submitting your approval.
IT IS NOT SAFE TO ASSUME ANYTHING.
Pacific Blue cannot be held responsible for any incorrect interpretations of the artwork or order approval, so if you have any questions or if something is unclear, please contact your sales representative to clarify the matter. While we do our best to catch things like misspellings, there is the outside chance that we don’t know how to spell every street or city ... especially those named after a long forgotten ancestral people or foreign landmark. Your final approved image is what goes to the presses, so to speak, so it may be best to show the proof to several other people involved in the project for maximum confidence.
At the time of proofing your order/artwork, if you do notice a mistake, please contact your account representative or note it on the paperwork accordingly. We will be more than happy to make any corrections or changes promptly and for no additional charge. All changes must be confirmed in writing (e-mail is acceptable).
Orders approved “As is” will be printed exactly as stated, and no new proof will be sent/required. Orders approved “with Changes” will be printed according to the change(s) and no new proof will be sent/required. Orders marked “Additional Proof Required” will receive a new proof, and final production will not begun until an order “Approved As Is” or “Approved with Changes” is received. If you need to make a change, your safest option is requiring an additional proof so you can see how changes have been implemented.
Pacific Blue IS NOT RESPONSIBLE FOR ANY TYPOGRAPHICAL ERRORS THAT ARE OVERLOOKED AND LATER APPROVED BY THE CUSTOMER. In addition, Pacific Blue cannot be held responsible for any damages that may be incurred as a result of the error or mistake after the order has been printed and accepted by the customer.
For example, if an order is supposed to read “Merry Christmas,” but the customer approves the artwork with a typographical error so the artwork reads “Mery Christmas” (missing an “r” in “Merry”), Pacific Blue cannot be held responsible for the misprint as a result of the error. Once the customer approves the proof and order acknowledgment, we cannot guarantee our ability to make ANY changes to the order. Whether correct or with errors, the order is printed exactly as approved by the customer. For this reason, it is VERY IMPORTANT to carefully look over ALL the paperwork before replying with your approval. If an error is discovered after final approval has been given, please contact your customer service representative immediately. Although we cannot guarantee we will be able to correct it before it goes into production, the sooner we are made aware of the error, the better chance we can do something to fix it.
What is the sample policy? (top)
You want to know what you’re investing your hard earned money in, of course! We understand how important it is to truly experience an item’s uses first hand. So in order to help you purchase with confidence, we have developed the following sample policy:
Pacific Blue will provide one free sample up to $5.00 (in the topmost pricing column shown on the product page). All samples over $5.00 will require payment via credit card prior to sending the sample.
Pacific Blue will pay for the shipping and handling via UPS Ground service on your first sample. You can provide your shipping account number if you would like the shipment sooner/expedited. Some bottles do NOT ship from the same location, so when requesting a there is a likelihood that each sample will require its own shipment. The cost of shipping and handling above and beyond the initial sample, regardless of the cost of the item, is the responsibility of the customer. The necessary billing information will be collected prior to shipping multiple samples.
Pacific Blue reserves the right to refuse shipment of any sample to any party at our discretion. Samples are currently only available to clients located in the continental United States who can receive regular shipments via UPS Ground.
What if I don't see the product online that I am looking for? (top)
Pacific Blue is a web-based business, but we have access to products beyond those represented on our page. If you do not find an bottle listed on our web site or would like to create your own, contact a sales representative today via e-mail to email@example.com or text us at (562) 448-8004
We would be more than happy to locate and assist you with the product you are interested in or help you create an item that’s uniquely you!
How do I submit my artwork? (top)
Email your artwork as a vectored .ai or .eps file to firstname.lastname@example.org. If you are unable to send us your artwork in these file types, art conversion fees may apply. Please click Artwork Guidelines for complete information.
What file formats do you accept? (top)
Vector artwork such Adobe Illustrator (.AI or .EPS) is preferred.
What if I don’t have “Camera Ready” art?
“Camera Ready” art is art that is in it’s final form. We can make your art camera ready. There is no charge for the first 1/2 hour of artist time. Please click Artwork Guidelines for details.
Why are multiple ink colors so important? (top)
Just the addition of a second ink color raises the perceived value and effectiveness of the bottle dramatically. When one of the ink colors matches the lid color it adds even more excitement to the product. For many of our bottles there is no extra charge for contrasting color lids. Just look for the “Free Contrasting Color Lids” icon.
Can I print in multiple bottle locations for no extra charge? (top)
Yes. For most of our bottles we do not charge per location, but per ink color. We offer free neck imprint on the upper part of items PB-25002, PB-26002, and PB-28002 using the same ink color on the bottle body for no extra cost. Be sure to check the “PRINT DETAILS” section of each product page.
What is the imprint area and do you provide imprint art templates? (top)
An Art Template link can be found on all product pages in the “IMPRINT DETAILS” section.
How many and what ink colors can I use? (top)
Please see Standard Ink Colors. We can also color match any ink color in the Pantone PMS color book. With some of our bottles we can print up to 8 spot colors or in 4-Color Process with perfect registration. Look for the 4-Color Process icon on the products pages
When should I consider using 4-Color Process? (top)
When a photographic reproduction is necessary or when the logo or image contains more than 4 colors. Please click 4-Color Process for details.
What is a digital proof? (top)
Before each order is printed, our art department will e-mail a copy of your artwork for approval. The digital proof shows the best possible representation how the imprint will appear on the final product when completed. This is your chance to make sure that the font, spacing, spelling and other details of the order are correct and to provide us with any additional information we may need to print the order correctly.
Digital proofs are provided to the customer by Pacific Blue free of charge.
What is a pre-production proof? (top)
While the digital proof will give you the best possible representation of the final project, we understand if you want to have the printed item in your hand before full production. Upon written request, Pacific Blue can produce the printed bottle sample before finalizing an order. However, pre-production proofs will incur an additional service charge of $100.00, not including the cost of the item or setup charges. Pre-production proofs typically take one - two weeks to produce and may add up to two weeks to production.
Please notify your sales representative today if you are interested in receiving a pre-production proof.
Pre-production proofs are NOT recommended for exact reorders, orders less than $1,000.00, rush orders, or jobs that must be delivered by a certain date/deadline.
What is a PMS (Pantone Matching System) Color? (top)
You want your logo in blue, but which blue? Even specific titles like “royal blue” can vary between items and printers. We wouldn’t want to cramp your style by having your items mismatch, so we offer the Pantone Matching System (PMS) to keep everything in line.
Unless stated otherwise, all items on Pacific Blue can be printed using the Pantone Matching System (PMS). The pantone matching system assigns number codes to ink colors, allowing you to ensure that printer “A” The Pacific Blue Company) who may be printing your bottles and printer “B” who might be printing your other items use the SAME blue on both items. PMS color matches are available on most items upon request, and an additional fee may apply. Please contact your customer service representative for more details.
Please note that all computer monitors display colors differently. Therefore, what you view on your screen may not be an exact representation of what is printed on the final order. Whenever imprint color is of concern, Pacific Blue STRONGLY suggests providing your own PMS color. If a PMS color is not provided, a color will be assigned by your account representative at his or her discretion. Pacific Blue cannot be held responsible for any misrepresentation of colors due to the difference in monitors or if the customer is unhappy with the color printed but did not indicate a valid PMS color prior to authorizing the final order.
What is a spot color? (top)
Spot color refers to a method of specifying and printing colors in which each color is printed with its own ink. For example, our one color / one location items are printed this way. In contrast, process color printing uses four inks (cyan, magenta, yellow, and black or CMYK) to produce all other colors. Spot color printing is effective when the printed matter contains only one to three different colors, but it becomes prohibitively expensive for more colors.
What is process printing? (top)
This printing process uses a combination of ink colors blue (cyan), red (magenta), yellow (yellow), and black (black) dots to create photograph-like images. Process printing is also sometimes referred to as CMYK or Four-Color Process. Please see Four-Color Process for details and pricing.
How accurate are the colors I see on my screen? (top)
All product photos and images on the Pacific Blue web site are optimized for the best screen and printer color accuracy at their factory default settings for most brand name monitors and color printers. However, colors do sometimes vary slightly depending on the quality and/or age of your monitor or printer. This should not affect your ability to understand how your artwork will appear on the final product but should be taken into careful consideration when color is of the utmost importance.
What the customer views on screen may or may not be an accurate representation of what is printed on the final order. Whenever imprint color is of concern, Pacific Blue STRONGLY suggests providing your own PMS color. If a PMS color is not provided, a color will be assigned by your account representative at his or her discretion. Pacific Blue cannot be held responsible for any misrepresentation of colors due to the difference in monitors, or if the customer is unhappy with the color printed, but did not indicate a valid PMS color prior to authorizing the final order. Please refer to our Ink Color Chart for a list of available ink colors.
How long is my artwork kept on file? (top)
Pacific Blue maintains a vast library of customer artwork sorted by date, job, and item ordered. Any artwork submitted or created for the purpose of printing promotional products or custom apparel will remain on file unless Pacific Blue receives a written request asking that we remove the files from our servers.
Pacific Blue does NOT share your artwork with outside vendors, affiliates, or other customers. Your artwork is secure and is the sole property of the organization it was created or used for and by. In addition, Pacific Blue is MORE than willing to provide the customer with digital copies of their artwork upon request.
Screens, film, and digitizing are kept on file for a maximum of two years from the latest order/reorder.
Which shipping methods do you use? (top)
UPS Ground is our standard and preferred shipping method. FedEx or UPS 3-Day, 2-Day and Overnight are also available for expedited shipping.
Signature for FedEx and UPS Delivery:
The shipping vendors (FedEx and UPS) often require a signature for delivery. If you choose to have your order delivered to your home or office, you must be available to accept delivery.
Please provide us with a valid shipping phone number on the shipping address in the event you need to be reached to arrange delivery.
We will email you a tracking number so that you can monitor delivery progress and make arrangements to be available to accept your package. Unless alerted otherwise, we will use the email address from the order process.
If you are not available to sign for your order and a notice is left, delivery is not considered to be late. Shipping charges will not be refunded if you are not available to sign for your package and delivery was attempted on the scheduled delivery date.
Standard Order Processing & Shipping:
Most Standard orders are sent via United Parcel Service (UPS) Ground.
On occasion, we may use an alternative shipping company/method depending on shipping requirements.
P.O. Box & APO/FPO orders will be shipped via a USPS postal service.
Hawaii & Alaska orders will be shipped via a USPS postal service.
Orders are processed Monday - Friday (not including holidays). Orders received on Saturday and Sunday will be processed on the following Monday (not including holidays).
UPS does not deliver on Saturday or Sunday. The USPS does not deliver on Sunday.
Orders are not delivered on most major holidays.
Weekend and Holiday Delivery:
Orders will be delivered Monday - Friday (excluding holidays). Packages are not delivered on most holidays, Saturday or Sunday.
Alaska and Hawaii:
Shipping method and delivery time may vary for packages shipped to Alaska and Hawaii. UPS Ground and 3-Day shipping is not available.
How much is shipping and handling? (top)
Freight estimates are only estimates and may change at any time without notice. The rates published on UPS.com and FedEx.com are accurate 95% of the time and often provide a good indication of anticipated freight costs, but they are by no means infallible.
When available, Pacific Blue makes every effort to include the weight of each box and the number of pieces per box in the product description. This information is accurate to the best of our knowledge, and Pacific Blue reserves the right to change the packaging or master carton size at anytime without prior notice.
The cost of shipping and handling is additional, and is NOT included in the item price.
Can I ship the order on my UPS or FedEx account number? (top)
You are more than welcome to use your own UPS or FedEx shipping account number for all freight charges. In some instances, you may receive better rates on shipping through your corporate account.
Please note, if you choose FedEx Ground service, you must supply us with a FedEx Ground shipping account number before the order is finalized. If you are not sure whether or not your account is FedEx Ground compatible, please contact FedEx.
If you do not wish to use your own shipping account, the total shipping charges will be included in your order total.
Do you ship to APO addresses? (top)
We do ship to APO/FPO U.S. Military addresses and to P.O. Boxes within the 50 United States. Due to customs requirements and postal service rules regarding the shipping of APO's, it can take up to ten days to ship orders going to military addresses. Packages sent to military addresses may be delayed by military mail handling. Orders will be sent via a USPS mail service. UPS Ground, 3-Day, 2-Day and Next Day delivery are not available.
Do you ship internationally? (top)
Pacific Blue does ship internationally using standard UPS international service types. Please contact a sales representative for a freight estimate today!
How much for a split/drop shipment? (top)
Pacific Blue will ship up to one additional location for no charge. Any additional drop shipments will incur a fee of $10 per location. For example, if you want to ship part of your order to your main campus and the rest to a branch location, this is included in your standard freight charge, and there would be no additional fee. A $10 fee would only apply if you were to send the merchandise to a third shipment location.
What is a ship date? What if I have an important deadline? (top)
Under normal circumstances Pacific Blue will guarantee to ship your merchandise on or before your specific deadline; however, you should be aware that we cannot be held responsible for delays on the part of the carrier who is delivering your merchandise.
The best way to ensure that your products arrive before your event or promotion is to order EARLY. It’s never too early to get a jump on promotional items and gifts, especially when it occurs near a major holiday, which can slow down shipping and production times.
What if I am not happy with the final product? (top)
While there is no easy answer to this question, the good news is we are here to help. All of the bottles featured on our web site are hand picked by our team of experts and must meet an extensive list of requirements before being made available for sale via the web site. Pacific Blue stands behind every product it sells and does everything in its power to control the many print, product, and color variables that can occur during customization. We are committed to delivering a quality product on time and printed according to the customer’s exact specifications.
We make our best effort to advise you on quality and try to suggest the best product for every situation, budget, and need. When placing an order, if you are concerned about quality, please do not hesitate to consult with your sales advisor or to request a sample at any time before or during the order process.
What is the return policy? (top)
No returns of imprinted goods are accepted. Blank merchandise returns are subject to a 15% restocking fee in addition to the necessary freight costs to return the product. Incomplete or partial returns will not be accepted. Unauthorized returns are not accepted.
Any imprinted products returned in violation of this policy will be discarded at The Pacific Blue Company’s discretion.
In the case that you believe you received a product or order in error, please contact customer service within 5 working days of receipt of the merchandise. Claims made after this time will not be reviewed. Before Pacific Blue can begin to process a claim, a sampling of the goods (quantity will be determined at Pacific Blue’s discretion) must be provided for us to review. Pacific Blue reserves the right to take up to seven working days to process/review a claim from the date of receipt of the goods in question. Any credits, returns, or refunds will be processed within two business days after review, unless otherwise noted. Please see our payment policy for further information.
In the case of a customer error or unauthorized return (including rejected shipments), the customer is responsible for the return freight back to The Pacific Blue Company, unless otherwise noted.
What is the cancellation policy? (top)
Once your order is placed, it will be processed and shipped quickly. If you need to make any changes to your order, please contact us immediately. Otherwise, we may not be able to make changes to your order.
Once you approve the order acknowledgment and artwork approval, the order is initiated and production begins. If you require additional information or clarification, please contact your sales representative before approving those documents.
Cancellations are charged a $30 service fee plus any production charges accrued at the time. Production charges include, but are not limited to, art charges, paper or product proofs, setup charges, restocking fees (15% of item price), or shipping charges. These fees will be billed at The Pacific Blue Company's discretion.
The best way to avoid cancellation fees is to be 100% confident that you want to move forward with your order. Please make your selections carefully and thoughtfully.
How do I contact customer service? (top)
Questions and Inquiries
If you have any questions about Pacific Blue or to inquire about products and services, please send an email to: email@example.com or text us at (562) 448-8004.
We’d love to hear from you! If there is a product or service you’d like to see us offer, if you have any comments or suggestions, or if you want to share a story about your favorite items used in a promotional products setting, please send an email to: firstname.lastname@example.org
How safe is my personal information? (top)
In a day and age where phishing scams, identity theft, and data leaks make headlines on a daily basis, Pacific Blue is constantly taking the necessary steps to protect you as a valued customer. We do NOT sell or share your information collected, nor do we make this information available to third parties. We value your privacy SO MUCH that we even promise NOT to give out your name or contact information to potential clients requesting trade references or testimonials in an effort to safeguard your privacy.
What do you do with customer's credit card information? (top)
Pacific Blue does keep some credit card information on file, but ONLY by request or with prior authorization by the customer. This information collected at the time of sale is saved in compliance with the guidelines set forth by Visa, MasterCard, and American Express. Pacific Blue collects and stores credit card information for the sole purpose of making reordering easier. In addition, this information is destroyed after 12 months of account inactivity. If such permission is not granted, the information is immediately destroyed and will need to be provided again in the event of a reorder.