Frequently Asked Questions
Orders & Purchases
How do I place an order?
How do I place an order?
All orders should be placed online through our website. Just create an account or log in, choose your products, upload your artwork at checkout, and submit your order. We’ll confirm receipt immediately and keep you updated throughout the process.
What’s your minimum order quantity
What’s your minimum order quantity
MOQ = 1. Order exactly what you need, when you need it. No bulk pressure, no waste. Perfect for small teams, event giveaways, or testing new designs.
Can distributors log in and order too?
Can distributors log in and order too?
Yes! Approved distributors can log in to access distributor pricing and place orders directly online. If you’re not yet approved, you can apply to become a distributor — we’ll review and get back to you within a few days.
Can I order large quantities?
Can I order large quantities?
Yes! For bulk or custom projects, please reach out to our sales team so we can confirm pricing, lead time, and packaging options. We’ll work with you on volume pricing, packaging solutions, staggered deliveries, and even multi-country logistics.
Can I order blank (non-printed) products?
Can I order blank (non-printed) products?
Yes, most items are available blank or printed. You can choose your option at checkout.
Artwork & Proofs
How do I send my artwork?
How do I send my artwork?
Upload your artwork during checkout. If you need to send it later, reply to your order confirmation email with your order number and art file attached.
What file formats do you accept?
What file formats do you accept?
We accept vector files only: .AI, .EPS, .PDF (with embedded fonts). High-resolution PNGs (300 dpi or higher) are acceptable for simple graphics but not recommended for logos or text-heavy designs.
Will I see a proof before production?
Will I see a proof before production?
Yes! We provide a free digital proof within 24–48 hours of receiving your artwork. You’ll receive a visual mockup showing how your design will appear on the product, including placement, size, and color accuracy. Production only starts once you’ve approved your proof.
How accurate are the colors in the proof
How accurate are the colors in the proof
Our proofs reflect the closest possible match to your final product. However, please note:
- Printed colours may vary by up to 5% due to screen calibration and material differences.
- Product base colours may vary slightly (±5%) from previous orders due to batch variations in raw materials.
Can you adjust my artwork if needed?
Can you adjust my artwork if needed?
Yes — our design team can assist with minor adjustments (e.g., resizing, repositioning, font substitution) at no extra cost. For major changes (new layout, complex edits), a small fee may apply. Let us know during the proof stage!
72-Hour Rush Service
How does the 72-hour rush service work?
How does the 72-hour rush service work?
Our 72-hour clock starts from the moment your artwork is approved. All products are eligible for rush service — simply select “72-Hour Rush” when placing your order.
Are there any limits to rush orders?
Are there any limits to rush orders?
Rush availability depends on:
- Stock levels of your chosen products
- Current production load
- Complexity of decoration method
If there’s a delay, we’ll notify you immediately and suggest alternatives (e.g., faster delivery options or alternative items).
Custom Gift Boxes
Can I create custom gift boxes?
Can I create custom gift boxes?
Yes! Our gift boxes are available as an add-on service for bulk orders. We offer:
- Full-color printing on eco-friendly cardboard
- Branded box inserts or thank-you notes
- Optional ribbons, stickers, or labels
Can I design my own box?
Can I design my own box?
You can! Templates will be available soon on our Custom Gift Box page. Download a dieline, add your design, and we’ll handle the printing.
Delivery & Shipping
What is the standard lead time?
What is the standard lead time?
Standard production takes 3–5 business days after artwork approval.
Where do you deliver?
Where do you deliver?
We currently ship to:
- China
- Singapore
- Malaysia (later stage)
- Hong Kong
- Indonesia (later stage)
More regions coming soon! Check our shipping calculator at checkout for real-time estimates.
Is shipping included in the price?
Is shipping included in the price?
Most prices are DDP (Delivered Duty Paid), meaning door-to-door delivery is included. In some markets, shipping will appear as a separate line item (FOB terms). We’ll clarify this clearly during checkout.
Can I track my shipment?
Can I track my shipment?
Yes! Once your order ships, you’ll receive a tracking link via email. You can also view your order status anytime in your account dashboard.
Payment
What payment methods do you accept?
What payment methods do you accept?
We accept credit cards for all online orders. Bank transfers are also available on request.
What currency will I be charged in?
What currency will I be charged in?
All prices are shown and billed in your local currency.
Can I get payment terms?
Can I get payment terms?
Yes — approved distributors and corporate clients may qualify for payment terms. Please speak with your assigned sales representative to apply.
Sample Kits
Can I order a sample kit?
Can I order a sample kit?
Yes! You can order our Hyve Sample Kit right from the website. Each kit includes a curated selection of our top-selling products so you can experience the quality firsthand.
How much does a sample kit cost?
How much does a sample kit cost?
Sample kits are priced at a flat rate of USD $50 per kit + applicable shipping fees. Just add it to your cart and checkout as usual.
When will my sample kit arrive?
When will my sample kit arrive?
Samples ship within 3–5 business days after approval. Delivery time varies by region (typically 3–7 days after dispatch).
Changes, Cancellations & Returns
Can I cancel my order?
Can I cancel my order?
Once your artwork has been approved, cancellation is not possible — production begins immediately. To avoid issues:
Double-check your design and quantities before approving.
Use the proof stage to catch any errors.
What if there’s a printing mistake or damage?
What if there’s a printing mistake or damage?
Take clear photos of the issue (front/back, close-up, full view) and email them to support@hyvepromo.com within 7 days of delivery.
We’ll review your claim and:
- Replace defective items at no cost
- Issue a refund if replacement isn’t feasible
What is your refund policy?
What is your refund policy?
We don’t offer refunds on orders once confirmed. However if there’s a mistake, damage or issue with product quality, you can contact us at support@hyvepromo.com and our customer service will do their best to help.
Sustainability
Are your products eco-friendly?
Are your products eco-friendly?
Yes — sustainability is at the heart of Hyve Promo. Many of our core products are made from:
- Recycled plastics (e.g., water bottles → tumblers)
- Recycled PET bottles (e.g. bags, lanyards, charging cables)
- Recycled aluminium (pens, drinkware etc.)
- Recycled stainless steel (drinkware, vacuum bottles etc.)
- Bamboo, cork, or FSC-certified wood
- Organic cotton or biodegradable materials
Look for the 🌱 icon on product pages to identify sustainable options.
Are your production facilities compliant with international labor and ethical standards?
Are your production facilities compliant with international labor and ethical standards?
Yes — our manufacturing facility in Ningbo, China, is fully compliant with both BSCI (Business Social Compliance Initiative) and Disney Supplier Code of Conduct, ensuring responsible, ethical, and sustainable production practices.
✅ What This Means for You:
- Fair wages & working hours: Employees are paid fairly and work within legal limits.
- Safe working conditions: All facilities meet strict health, safety, and fire prevention standards.
- Zero child or forced labor: Strict policies prohibit any form of exploitation.
- Freedom of association: Workers can join unions and voice concerns without fear.
- Environmental responsibility: We adhere to eco-friendly processes and waste management protocols.