Customer Service

CONTACT INFORMATION: If you need to contact us for any reason, please call our Customer Service Department during business hours to speak with someone directly. After hours you may leave a message and a representative will return your phone call within 48 hours. You may also email our team and someone will respond within 1 business day.

PHONE:

1.855.687.5820, 8am - 5pm EST. 

EMAIL:
progressivehelp@tmgideas.com

CUSTOM ORDERS: This website provides custom merchandise curated specifically for you, the agent. All product is custom decorated as specified at time of order. Given the custom nature of the merchandise, these items are not stored in inventory- they are printed on demand. 

RETURNS & EXCHANGES: Due to the nature of custom printed merchandise, we are unable to accept returns or exchanges of any items unless the merchandise is misprinted, materially flawed, or defective. If your items are misprinted, materially flawed, or defective in any way, please contact our customer service department within 14 days from receipt of merchandise to submit a claim. You may be asked to provide photos to show the extent of the issue- our representative will work with you to arrange for a return, reprint, or credit based on your specific needs and circumstances.

To submit a return claim, email progressivehelp@tmgideas.com and provide your order number and description of the issue. Once you have notified the customer service department, you may return your package to: Progressive Returns, 110 Mercantile Drive, Fairfield, OH 45014. 

If merchandise was damaged in shipment, please call our Customer Service Department (855-687-5820) ASAP. The carrier will need to inspect the shipment and a claim will be submitted. 

SHIPPING: All orders are shipped from our warehouse in Fairfield, OH 45014 using FedEx SmartPost (if less than 9lbs) otherwise they ship Standard Ground. Transit time for SmartPost shipments is 2-7 business days based on the destination. FedEx Ground transit times are 1–5 business days within the contiguous U.S., 3–7 business days to and from Alaska and Hawaii. Check transit times based on your zip code on the FedEx website.

Please be advised that we are NOT able to ship to PO Boxes. If you enter a PO box in the shipping information on your order, someone from our team will reach out to you to request a different mailing address. A timely response is necessary as to not cause order delay or interruption. 

DELIVERY INFORMATION: Standard turnaround time for custom orders is approx. 2-weeks from receipt of order. Please be advised that turnaround times may vary; in the event that your order is delayed beyond the 2 weeks, someone from our team will reach out to advise you of your order status. 

ORDER NOTIFICATION: Customers receive an email order acknowledgement as well as a shipping notification. You may also receive communication from our team members with regards to your order for updates on status. Should you wish to inquire about your order, please reach out to our customer service department.

CANCELLATION POLICY: Once you've placed your order, it moves into pre-production. Your ability to cancel your order will depend on where your order is in the production schedule.
  • If a Confirmed order has not begun full production, the order may be cancelled (generally this would be within the first few hours of placing your order).
  • If the Confirmed order is in production it is likely that it cannot be cancelled. To cancel an order in this stage means additional costs/fees from the manufacturer may apply for stopping production. This might include, but is not limited to, payment of the pre-production sample, restocking fees and freight to and from the supplier (an example: garments being returned from the decorator back to the apparel supplier). The restocking fees can be 25% of the cost of the garments.” The same fees will be assessed on any Ad Hoc orders that are cancelled and have the same criteria stated above.