ACCOUNT SETUP: Just click on Sign In on top bar, and then Register in grey box. (For mobile users, the link is located under Shop > Account.)
FORGOT PASSWORD: Don't worry about forgetting your password! The website has a Forgot Password feature which will send a password reset link to your email address.
PAYMENT: We accept Visa, MasterCard, and American Express. All payments are processed via secure server with software and processors who comply with the industry PCI security standards.
CONTACT US: We are always glad to help during business hours, but to make things even more convenient you have your very own dedicated customer service representative who knows your Gear. Your Account Representative 972-242-6332 x633. If you happen to catch us outside of business hours, you can reach us by email at VS@xactx.com.
FREE SHIPPING: Free Ground shipping (lower 48 states) is available on all online orders except for Sale Items, PPE, Blank Samples, Floor Mats and some items that require a minimum purchase order. If you have an urgent need, expedited shipping is available and pricing is calculated during the online checkout process. Please be certain that we are aware of your event date by completing the Special Instructions section during checkout.
ORDER MINIMUMS: Order minimums must be met to qualify for the free online freight offer. If your order does not meet the requirements, you will be notified during checkout and can elect to pay for shipping. Embroidery & T-shirts: 12+ embroidered or printed items. Caps, Bags, and Apparel may be mixed. Scrub Pants minimum of 6 or more for free shipping. Name Badges:3+. Office, Golf, and other Promotional Items: minimums are per logo, and vary by item, as specified in the Qty box.
SAMPLES: We do not keep inventory of items on-site. To provide you the lowest prices, we order on demand from many warehouses when you place your order. Therefore, we do charge for samples. Apparel samples can be ordered from the website, and must be received back at our warehouse within 30 days of your original order date. (i.e., FedEx). Customer is responsible for return freight. Please contact us for the Return Authorization. Samples are subject to a 30% restocking fee. Samples returned late cannot be credited; our vendors are strict on their return policies. Samples purchased from the VitalSourcePromo.com may be returned for decoration at any time. Please provide the order number(s) they were purchased under. You may reference your order history if you have misplaced the paperwork.
MY CUSTOM LOGO: We gladly accept orders with your custom logo, and even have it integrated into our website to make ordering a breeze. Many of you have worked hard to build your brand in your community, and we can help you showcase that brand. If you already have your logo setup for embroidery and printing, you can just email it to us .We accept embroidery files in DST format. We accept vector print files in .AI and .EPS formats with all text converted to curves. Please include a JPG GIF or BMP image of the design so we can visually verify the art files. If you need your embroidery and print files setup, we can do that for you, too! Please Contact Us for more details, or just place an order with My Custom Logo. A $25 one time setup fee will apply. Once we have your custom logo on file, you will see it displayed each time you login. No confusion for us or for you!
RETURNS: You must contact us within 72 hours of delivery of damaged items. You must return damaged or defective merchandise within 5 days of the delivery date for a full refund minus shipping charges. If the product is damaged by the shipper, please retain all packing materials. These will be required to process your claim. We will also be glad to exchange the damaged merchandise for anything on our site of equal or lesser value. We do require that you obtain a Return Authorization prior to sending back an item along with photos of the damaged items/packing materials.
We are very sorry, but there are NO REFUNDS, RETURNS or EXCHANGES on any decorated products. Please review our RETURN POLICY.
CANCELLATIONS: There may be a 30% cancellation fee if you contact us to change or cancel items/orders. Items may have been already been purchased and will have to go through the return procedures with our vendors to return the items to the vendors. It is possible, items may already be in-house and custom decorated with your desired logo. Decorated items are non-refundable. If you have any questions about which logo option to select, please contact us for guidance.
SPECIALTY ITEMS: We are always happy to assist you with any special item, please contact us to help.
SIZE CONVERSIONS: All of the size charts are listed with each item, but if the item size charts are not answering all of your questions please contact us for further assistance.