Custom products cannot
be returned. Here's why.
Every item sold through POPS4 / Hako Shikin Panda is custom-manufactured to order — imprinted, embroidered, debossed, screen-printed, or otherwise decorated with your specific logo, artwork, colors, and specifications. These products exist because you ordered them. They cannot be restocked, resold, or reused by anyone else.
This is not a loophole. It is the fundamental nature of the promotional products industry. When you approve a proof and place an order, production begins on goods that are made exclusively for you. Standard retail return logic does not apply here — and any distributor who tells you otherwise is either not making custom goods or is not being honest with you.
Custom imprinted promotional products are non-returnable and non-refundable as a matter of industry-wide practice across all ASI-certified distributors. POPS4 follows this standard. What sets us apart is what we do when the error is ours.
What we guarantee.
We guarantee that every order we ship will match the approved proof, meet reasonable quality standards for the product category, and arrive as specified. If we fall short of that — for any reason — we fix it at our expense. No argument. No restocking fee. No delay.
- Manufacturing defect — Item arrived damaged, broken, or structurally defective. We reprint or replace at no charge.
- Imprint error — Your logo, text, or artwork was reproduced incorrectly from the approved proof. We reprint at no charge.
- Wrong item shipped — You received a different product than what was ordered and approved. We replace at no charge.
- Significant color deviation — Imprint color is materially different from the approved proof and your specified PMS values. We evaluate and reprint if deviation is confirmed.
- Quantity shortage — You received fewer units than invoiced. We ship the shortage at no charge.
Email orders@pops4.com within 30 days of delivery with your order number and clear photos of the issue. We respond within one business hour. Claims submitted after 30 days cannot be processed.
Proof approval is
your protection.
Before any order goes to production, we provide a digital proof — a visual representation of exactly how your imprint will appear on the product, including placement, size, colors, and artwork. Production does not begin until you provide written approval of that proof.
Review your proof carefully. Check spelling, logo version, PMS colors, placement, and quantity. Once you approve in writing, the order enters production as shown. Orders produced to an approved proof specification are not eligible for reprint or refund based on artwork or design decisions you approved.
Order Confirmed
You submit your order with artwork, quantity, and delivery date. We confirm pricing and timeline in writing.
Digital Proof Sent
We produce a proof showing your artwork on the product. Sent within 24 business hours of order confirmation.
Your Written Approval
You review and approve the proof by email. You may request revisions at no charge before approval.
Production Begins
Once approved, your order enters production. Timeline confirmed at this stage. No further changes can be accepted.
Delivery & Inspection
Inspect your order upon delivery. Report any discrepancies within 30 days. We resolve production errors immediately.
What is and isn't
covered.
| Situation | Covered? | Resolution |
|---|---|---|
| Manufacturing defect or damage | Yes | Reprint or replacement at no charge |
| Imprint doesn't match approved proof | Yes | Reprint at no charge |
| Wrong item shipped | Yes | Correct item shipped at no charge |
| Quantity shortage vs. invoice | Yes | Missing units shipped at no charge |
| You approved the proof but changed your mind | No | Order stands as approved and invoiced |
| Artwork error in file you supplied | No | Production matched your supplied file and approved proof |
| Color variance within industry tolerance | Case by case | Evaluated against proof and PMS spec on file |
| Order no longer needed after proof approval | No | Cancellation policy applies — see Section 05 |
| Delivery delay caused by carrier | No | Carrier claim filed on your behalf; not a production issue |
| Claim submitted after 30 days of delivery | No | Claims window has closed |
Order cancellations
& changes.
Orders may be cancelled or modified before proof approval at no charge. Contact us immediately at orders@pops4.com or (757) 390-0424.
Once you have approved a proof and production has begun, cancellation is not possible. In cases where production can be halted before completion, a cancellation fee equal to work completed to date may apply. We will always tell you honestly what stage production is at before discussing a cancellation fee.
Rush orders are non-cancellable after proof approval. Production resources are committed immediately upon approval on rush timelines. Plan accordingly — and if your timeline is tight, tell us at the time of inquiry so we can advise on feasibility before you commit.
Shipping damage
& carrier claims.
If your order arrives with visible shipping damage — crushed boxes, broken items, evidence of moisture or impact — document it immediately. Photograph the outer packaging before opening and the damaged contents after opening.
Shipping damage is a carrier liability, not a production defect. However, we will file the carrier claim on your behalf and work to get replacement product to you as quickly as possible. Email photos and your order number to orders@pops4.com within 5 business days of delivery. Carrier claims filed after this window cannot be processed.
How to reach us
about an order issue.
We pick up the phone. We answer email within one business hour. There is no ticket system, no chatbot queue, and no runaround. You reach a person who knows your account.
- Email — orders@pops4.com · Include order number + photos for fastest resolution
- Phone — (757) 390-0424 · Direct line, business hours Eastern
- AI Concierge — pops4.com/chat · 24/7 for order questions, status, and guidance
- Claims window — 30 days from confirmed delivery for production issues; 5 days for shipping damage
- Response time — Within one business hour by email; same day by phone
We'd rather answer them
before production begins.
Every order starts with a proof. Every proof starts with a conversation. Ask us anything about artwork, timelines, minimums, or quality expectations before you commit — that is what we're here for.