Frequently Asked Questions
How do I access my past orders?
You can check your order history in two ways:
- Via Email: After placing an order, you’ll receive a confirmation email. Search your inbox for past order confirmations.
- Through Your Account: Click the person icon located at the top right of the website (between the search and cart icons). Log in using the same email address you used during checkout. Once logged in, your order history will be displayed in your account dashboard.
If you are still having issues, please reach out to ecommerce@mybrandpromo.com.
I only received a partial shipment of my order.
We’re sorry for the inconvenience. A packing error may have occurred. Please email us at ecommerce@mybrandpromo.com with your order number and details about the missing item(s), and we’ll be happy to assist you.
I would like to return or exchange one or more items from my order.
To be eligible for a return or exchange, requests must be initiated within 10 business days of receiving your order. Please email ecommerce@mybrandpromo.com to initiate your return or exchange.
Customers are responsible for providing their own return shipping labels.
I would like to change or cancel my order.
If your order has not yet left our facility, you may cancel it. However, changes cannot be made to an order once it’s placed. If you’d like to add items, please place a new order separately.
There’s a charge on my credit card that I don’t recognize.
Purchases from our site will appear on your statement as “Luxco Site Purchase.” If you’re unsure about a charge, please contact us at ecommerce@mybrandpromo.com, and we’ll be happy to help clarify.
I have not received an electronic confirmation of my online order.
It’s possible your email address was entered incorrectly, or your email filter blocked our message. Please reach out to us at ecommerce@mybrandpromo.com, and we’ll be glad to resend your confirmation.
I have not received a shipment notification email. When will my order ship?
Your order may not have shipped yet. Please email us at ecommerce@mybrandpromo.com with either your order number or details about the item(s) purchased, and we’ll track it down for you. It’s also possible your email address is incorrect in our system or the notification was blocked by your email filter.
What is your shipping procedure?
Orders containing in-stock merchandise typically ship within one business day (Monday – Friday) of being placed. We do not ship on Saturdays, Sundays, or the following observed U.S. holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the Friday after Thanksgiving, Christmas Eve, Christmas Day, and New Year’s Eve.
Is my order subject to sales tax?
Yes. Sales tax is charged where applicable, in compliance with state laws.
Can I have merchandise shipped to my P.O. Box?
Unfortunately, we’re unable to ship to P.O. Boxes. A physical street address is required to ensure successful delivery.
Do you sell my personal information?
Absolutely not. We value your privacy and do not sell your personal information to any third parties for telemarketing or sales purposes.
