HPH LOGO STORE FAQ's

Artwork

Can I change the artwork?

The artwork and designs shown on the products have been pre-approved by the Marketing Department. If you would like to request different creative, a mock-up will be created and sent to Marketing for pre-approval. Marketing must pre-approve all Hawaii Pacific Health-branded items.

I want a different logo, layout or color than what is shown on the site, how do I order this?

All items that are not on the site will need to be pre-approved by the Marketing Department. The Marketing Connections team will be happy to discuss your needs and guide you through the process if what you are looking for follows previously established branding guide standards. Marketing Connections will work directly with the Hawai‘i Pacific Health Marketing Department to get approval. Please leave additional time for art and approvals for any item that is not currently available in the online store.

I like an item on the site, but would like to use a specialty logo or add to text to a standard logo, how do I do this?

To request an Hawaii Pacific Health brand-approved specialty logo on a promotional item, please contact Marketing Connections and they will work with the Marketing Department on the creative and approval process. Only Hawaii Pacific Health-approved logos will be allowed.

SHIPPING & DELIVERY

How fast will I get my order?

Production times are listed for every item on the site. This is the number of business days it takes to print your item with a full color or single color imprint. The number of days for delivery depends on the shipping method you choose. As part of the checkout process, we show you the shipping costs for various shipping options. If you need an item faster than the production time shown, or if you have any questions, contact us we love a challenge and would be happy to help!

$1 PER LB. SHIPPING FEE: Offer applies to personal purchases only. The discounted shipping fee is applied to merchandise shipped via USPS Priority Mail only. Shipping offer applies to “Single Item” purchases and apparel through the logo store. Bulk orders do not qualify for discounted rates. The total shipping cost will be based on the total weight of the merchandise purchased.  The discounted shipping fee will be applied during the check-out process and show $1 or $1/lb for the total weight of the items in the cart. For example, if you order: 1 mug (2lbs), 5 polo shirts (3lbs) and 2 jackets (6lbs) shipping at checkout would be 11lbs or $11.

Is there a rush or pick up service available?

Items in the online store are not available for rush if purchased through the site. However, if you need certain items in a rush, please contact Marketing Connections and they will provide you with options to meet your required date.

PAYMENT

What type of payments do you accept?

All major credit cards are accepted.

When do you charge my credit card?

Your credit card is charged at the time of check out from the site.

RETURNS AND EXCHANGES

Can I return or exchange apparel?

Returns and Exchanges are not available at this time for apparel items. All apparel items are custom made for you upon checkout and cannot be returned or exchanged for another style or size. For your convenience size charts with measurements are available for all apparel items.

Can I return or exchange promotional items?

Returns and exchanges are not available for promotional items. All promotional items are custom made for you upon checkout and cannot be returned or exchanged for another style or size. For your convenience all promotional items have images of the logo/creative with the imprint area displayed.

APPAREL SAMPLES

Can I try on a sample of available apparel items (i.e. polo's, jackets etc.)?

At this time, we do not offer sample sizes of available apparel. A sizing chart has been uploaded for each item to help with the decision process.

GENERAL ORDERING INFORMATION

I have a question about a product or my order. Who should I call for assistance?

Marketing Connection's friendly Customer Service team has access to product information and order status, and will be happy to answer your questions about fabric, color, style, delivery anything! Contact Marketing Connections at HPH@MarketingConnections.net or call Joe Hopewell at 808-294-5705. Marketing Connections is open Monday-Friday 8 a.m.-5 p.m. 

Can I cancel or change my order?

You can cancel your order at any time prior to the order going into production. Once items have been imprinted with your logo, we can no longer accept a cancellation. If you need to change your order for any reason, please contact Marketing Connections immediately (you will receive an email shortly after you place your order) and they will be happy to assist you.

Can I return or exchange an item I purchased?

At this time, orders that are fulfilled cannot be returned or exchanged. All apparel and promotional items are made to order with the approved branding. Items are not warehoused.

What if I receive more or less than I ordered?

You are only charged for what you ordered. In the unlikely event we ship fewer or a few more than ordered, you will be charged only for what you received. If there is a discrepancy, please contact us immediately.

What are set up charges?

Great news! If you order an item as shown on the store (same product and imprint), there are NO SETUP CHARGES! Almost all of the items we offer have setup charges (screen charges, die charges, etc.). It is important to note these are NOT art charges. These are charges to create the screen, die or other necessary items to imprint your specific logo. A setup will only be charged on new orders for items outside the store pre-approved items. Keep in mind that if you ever place an exact reorder for the same item, you do not have to pay the setup charge again!

If I reorder an item will I pay set-up charges again?

No! If you place an exact reorder (same art and item) you are not charged a set-up charge again.

Who will help me with artwork, and are there charges for artwork layouts?

We do artwork layouts and virtual product renditions utilizing any and all of the Hawaii Pacific Health brands at no charge.

Can I preview a sample?

Yes! We are happy to send you a sample of any item(s) you are considering. We send the samples free of charge, and in most cases they are yours to keep. Occasionally (for expensive items), we may ask you to return the item so we can keep our prices to you low. Our sample service is intended to help those who are seriously considering an item or are looking for ideas. We reserve the right to refuse to send samples at our discretion (although we do not usually find the need to!).

Can I order in quantities smaller or larger than those shown?

Most of the time, the minimum quantity shown is the required minimum, although we encourage you to call if your requirements mean you need fewer items so we can offer assistance, if possible. If you are looking for quantities beyond what are listed, prices will likely drop. We also have a complete overseas import program that can save you as much as 50 percent off prices if you have time to wait.

What if I don't find the item I am looking for?

The Hawaii Pacific Health logo site is updated with new items regularly. If you do not see an item that you had in mind, we would love to come up with ideas for you! Simply fill out the form available from the home page or contact us. We will ask a few questions to understand what you are trying to accomplish and will provide a PDF presentation with various ideas.

GUARANTEES

What if I am unhappy with my order?

If you are unhappy with your order because the product is defective or not as promised, or the imprint quality is not spot on, just contact your Customer Care Representative and we will rerun your order or refund your money. We will even pay the shipping to get the returned product. Your satisfaction is important to us, and we will work with you to be sure you are 100 percent satisfied.

NOTES

The artwork and designs shown on the products have been pre-approved by the Hawaii Pacific Health Marketing Department. If you would like to request different creative, a mockup will be created and sent to Marketing for pre-approval. Without approval from Marketing, an item will not be approved for ordering or distribution.