Customer Service at: firstname.lastname@example.org or call 800-366-1702
Customer service is available from 8:00 - 4:30 CST, Monday through Friday.
Overview of the Ordering Process
Proof Approval: Will I see a proof of what I have ordered before I send in my order?
When placing an order, the image will change as you choose the item color and logo. This will be your Proof – when you click add to cart, the item you see is what you are ordering. This acts as your approved proof.
Email: How will my email address be used?
- Once you place your order, you will receive email confirmation of your order.
- You will receive another email when your order has shipped.
If you need to make changes to your order once your order confirmation has been received, contact Customer Service.
Quantities: Can I order larger or smaller quantities than what is shown?
- Yes, Contact us at email@example.com or call us toll free at 800-366-1702 as some of the items have Minimum Quantity requirements and we will work directly with you to accommodate your needs.
Order status: How can I find out the status of my order?
- You can view the status of your current and past online orders by signing in and accessing the Order Status area.
- To reach the Order Status area click on "Order Status" located in the upper right hand corner of the page.
- Should you need additional help, you can e-mail our Customer Service Department at firstname.lastname@example.org or call us toll free at 800-366-1702.
- Please include your last name, billing zip code and order number (if you have it) to aid in locating your order.
Changes to my order: Can I make changes to my order after I have received a confirmation?
- Changes to your order can be made within 1 hour of receiving email confirmation. Call Customer Service at 800-366-1702.
- Changing an address:
- During the checkout process, you will be given the option to enter a shipping address that is different than your billing address.
- After an order has been confirmed, you will need to contact us at email@example.com or call us toll free at 800-366-1702 to modify an order that is already in process.
Canceling an order: Our event was cancelled – can I cancel my order?
- Orders can only be cancelled if they have not yet gone to processing. Please call Customer Service. Be sure to have your order information available.
Seeking an item not found: I am looking for an item you don’t carry. Can you get it for me?
- Call us! We work with over a 1,000 brand partners – if you are looking for something you don’t see, chances are we can get it for you.
Personalizing an order: Can I personalize an order?
- Absolutely. Minimum and additional charges may apply. Please e-mail our Customer Service Department at firstname.lastname@example.org or call us toll free at 800-366-1702 to discuss your needs.
- Note: there are no returns or exchanges on personalized orders.
Shipping & Delivery
How long will it take before I receive my order?
The time it takes for you to receive your order will depend on your location, the item(s) ordered, and the shipping method you select. All shipments take place in two stages: processing and shipping/transit.
- Processing Time: Processing involves the time it takes for us to prepare your order for shipping - either at our own warehouse or at one of our brand partners’ warehouses.
- The estimated processing time is listed on each item's product page, as well as in the shopping cart. Note that processing time may vary depending on where your order will ship from.
- If we have the item in stock in our warehouse, processing is usually completed within one business day. However, if the item is coming directly from the warehouse of one of our brand partners, processing may take anywhere from 3-7 business days.
- Shipping Time: Once processing is complete, the time of transit depends on the shipping method you select when you checkout.
- Standard UPS Ground shipping typically takes 2 to 7 business days depending on the point of origin of the shipment and the destination point
- Expedited shipping can reduce the transit time to 3 days, 2 days or even overnight. Rush shipments can be placed at the time of check out; additional charges apply.
- Shipments go out Monday through Friday (excluding all U.S. national holidays). Once your order ships, you will receive an order tracking number via email to check on its progress.
- If the item you order is out of stock or will be delayed, we will email you with an update on the status of your order.
- Shipping directly to recipient: During the checkout process, you have the option to enter a shipping address that is different than your billing address.
- LSS is a tax-exempt nonprofit and taxes will not be collected on your order. At this point in time, this site is designed specifically for organizational use.
- You will need a credit card to place an order. You can pay your online orders using American Express, Discover, MasterCard or VISA.
- Direct payment by charges to a unit number is not supported.
Return & Exchanges
- We will gladly issue a refund for the value of the merchandise within 30 days of ship date for damaged, defective or incorrect items.
- Unfortunately, no returns can be accepted on items that have been individually personalized with specific personalization like "Name” or “Department Name.” The personalization is above and beyond the standard company logo on an item. An apparel item with just a logo may be returned for full credit and another item would then be ordered through the normal ordering site. Please contact us to receive your Return Form.
- Original shipping and handling fees are not refundable. For international orders, original shipping, handling, duties and taxes are not refundable.
- Please allow 15 days for us to receive and process your return.
Returning Your Merchandise:
- Contact customer service via email or phone, to request a Return Form.
- Complete the Return Form, making sure you indicate the item(s) being returned and reason for the return.
- Remove all extra labels from previous shipping on the outside of the box. Securely pack your merchandise, being sure to include a copy of the packing slip and the return form.
- Apply the return label from the Return Form to the outside of the box OR address the box to:
2020 Brand Solutions
135 Grand Ave East
South Saint Paul, MN 55075
- Ship back your package using the shipping service of your choice, i.e., UPS, Fed Ex, USPS Please note that you are responsible for return shipping costs. We do not issue refunds for your return shipping costs.
- We do not accept packages sent as Cash on Delivery (C.O.D.)
- We will process your return within 15 days of receipt, though it may take longer for the credit to appear on your statement.
- If you provide us your email address, we will notify you via email when your return has been received and processed.
Returning Damaged, Defective or Incorrect Items:
- If an item arrives damaged, defective or is not the correct item you ordered, contact Customer Service to have a free return label sent to you.
- You will be refunded the purchase price as well as any applicable shipping costs.
Refund for Your Return:
- Refunds are provided in the original form of payment for the purchase price of the item and will be issued within 15 days of us receiving the return.
- Note that shipping charges are not refunded as part of the return (unless the item is being returned due to being damaged, defective, or incorrect).
- If payment was by gift certificate, the return will be refunded back to the original gift certificate used.
- 2020 BRAND SOLUTION Customer Service will contact you when we are alerted of an issue or delay with your order. At that time, we will offer a solution; confirm your event date, drop ship options for an event, offer a substitute item, etc…
- What if I am unhappy with my order?
If you are unhappy with your order because the product is defective or the imprint quality is not “as promised” – contact Customer Service. We will rerun your order or refund your money. We will pay shipping to have the problem item returned.
Suggestions & Feedback
We welcome your feedback! Please contact Customer Service Department at email@example.com or call us toll free at 800-366-1702.