How can we help you?
Find answers to common questions about ordering, artwork, proofs, shipping, and more. Can't find what you need? We're a message away.
Orders & Purchases
Browse our catalog, select your products, choose your customisation, and check out online — or reach out to our team for a bulk quote.
Most products start from 25 units. Some categories may have a slightly higher or lower minimum — check the product page for exact details.
Yes. Distributors and resellers can register for a trade account to access wholesale pricing and place bulk orders directly.
Absolutely — we regularly fulfil orders in the thousands. Contact our team for volume pricing and extended production timelines.
Yes, blank stock is available on most items. Simply choose No Branding on the product page, or let us know in your order notes.
Artwork & Proofs
Upload your logo on the product page as you set up your order, or choose Send later and upload it from your account after checkout. We send your Artwork Proof within 48 hours of receiving your artwork.
Vector files (AI, EPS, PDF, SVG) are preferred for the sharpest results. High-resolution PNG or JPG also works for digital printing.
Yes. Every decorated order includes an Artwork Proof for your approval before production begins. We send your proof within 48 hours of receiving your artwork, and two revisions are included.
Artwork Proofs are a close visual reference, but exact colours can vary slightly depending on the material and decoration method. Minor colour variation within normal commercial tolerance is not considered a defect. Physical pre-production samples are available on request.
Our design team can resize, vectorise, or lightly touch up your artwork at no extra charge to ensure the best print result.
72-Hour Rush Service
Rush production can be added on the product page for eligible products. Once your Artwork Proof is approved, our production team prioritises your order for rush production. Availability depends on stock, decoration method and order requirements. If you have a hard event date, contact us before ordering and we'll confirm whether we can meet your deadline.
Rush service is available on eligible products and standard decoration methods, subject to stock and production capacity. Some complex customisations may require additional time. Our team confirms eligibility and timing once your order is placed.
Custom Gift Boxes
Yes — mix and match products into a fully custom kit, and we'll handle assembly, branded packaging, and presentation.
You can supply your own box design or choose from our library of packaging templates, all customisable with your branding.
Delivery & Shipping
For blank products, allow approximately 8–13 business days door-to-door: around 5 business days for production plus 3–8 business days for delivery.
For decorated products, allow approximately 8–13 business days door-to-door: around 5 business days for production (3 with Rush Production) plus 3–8 business days for delivery.
For decorated orders, production starts once you approve your Artwork Proof. These are average delivery times across our markets. Your checkout will show the estimated delivery time for your address.
We currently ship to Singapore, Hong Kong, China, Malaysia, Thailand, Vietnam, the Philippines and Indonesia.
For any other destination, email support@hyve.promo and we'll provide a shipping quote.
For Indonesia, standard delivery is not available for orders above US$1,500 in goods value because formal customs entry is required. Please contact our team to arrange these orders separately.
Shipping is calculated at checkout based on destination and order size. DDP (duty-paid) delivery is available for all seven markets.
Payment & Billing
We accept all major credit cards, PayNow, and bank transfer for approved corporate accounts.
Yes — corporate accounts can request an invoice and pay by bank transfer or purchase order. Contact our team to set this up.
Yes, prices are displayed and charged in your local currency based on your selected market.
Product Samples
Yes — physical samples of most products are available so you can check quality before committing to a bulk order.
A small sample fee applies, which is fully credited back to you when you place your bulk order.
Samples typically ship within 2–3 business days and arrive according to standard delivery timelines for your region.
Returns & Refunds
Everything we ship is produced specifically for your order, and decorated items carry your logo, so they cannot normally be returned or resold.
Proof approval is the point of no return. Before you approve your proof and production begins, you can request changes or cancellation at no charge. Once production has started, orders are generally final.
We will replace, credit or refund affected items if:
- The product has a manufacturing defect.
- You received the wrong product, colour or quantity.
- The decoration does not match your approved proof, including the logo, position or decoration method.
- The order was damaged in transit.
Please contact support@hyve.promo within 30 days of delivery with clear photos of the damaged products, shipping carton and courier label.
Keep the affected products and all packaging until the claim has been resolved. Once approved, we'll arrange a replacement, credit or refund for the affected items.
Safety & Quality
Yes — our products undergo quality and safety checks in line with BSCI and SMETA 4-Pillar audited standards.
Certificates of compliance are available on request for BSCI, Disney FAMA, SMETA, and FSC-certified items.
Every order is inspected at our Ningbo facility for print accuracy, material quality, and packaging integrity before it ships.
Sustainability & Eco
Yes — our Recycled & Sustainable collection includes REPREVE-certified materials and other eco-conscious alternatives.
All gift boxes ship in FSC-certified, recyclable paper packaging by default.
We hold FSC chain-of-custody certification for packaging and source REPREVE recycled materials for select product lines.
Still need help?
Our team is ready to assist you with any questions not covered here. Mon–Fri, 9am–5pm SGT