Frequently Asked Questions

Minimums are set per product rather than across the store, and range from as few as 6 units on higher-value electronics up to 2,500 on the cheapest giveaway items. The minimum for any item is shown on its product card before you open it.

It depends on the product. Many items carry no setup charge at all; where one does apply, it's tied to that particular product rather than to your order as a whole, so it doesn't scale with how many you buy. Each product card shows whether a fee applies before you open it.

Yes. We produce a proof on every custom order before anything goes into production, so you can check your logo, colors, and placement first. Nothing is manufactured until you approve it.

Production runs around 7 days from the point you approve your proof, plus transit time on top. We don't currently offer a rush service — if you're working to an event date, contact us with your in-hands date before you order and we'll tell you honestly whether it's achievable.

We accept Visa, Mastercard, American Express, Discover, Diners Club, PayPal, Shop Pay, Apple Pay, Google Pay, and USDC.

Your card is charged when you place your order at checkout.

Sales tax is calculated automatically at checkout based on your shipping address, the same as any other online purchase.

Yes — every product page lists price breaks at different quantities, so you can see exactly how the per-piece cost drops as you order more.

Only under specific circumstances: if it arrives defective or damaged, doesn't match your approved proof, or is the wrong item entirely, you're entitled to a full refund, replacement, or remake at no cost. Because custom items are made specifically for you, we can't accept returns for reasons like a change of mind or dissatisfaction with a design you already approved. See our full refund policy for details.

Yes, within 30 days of receiving your order, provided it's unused, unworn, in its original packaging, and you have your receipt or proof of purchase.

Email sales@thepenguy.com with your order number, a description of the issue, and photos showing any defect or discrepancy — within 10 days of delivery for custom orders, or 30 days for non-custom items. We'll respond within 3 business days.

Once your claim is approved and any required return is received, refunds are issued to your original payment method within 5–10 business days.

We're a family-owned promotional products company — also known as Gary Austin Advertising — founded in 1980 and serving businesses for over 45 years.

Pricing is shown per unit with quantity price breaks right on each product page, so you can compare options before you commit. If you'd rather talk it through, contact us with your budget and rough quantity and we'll point you at the styles that fit.

Yes. Call 1-800-532-8666 or email sales@thepenguy.com and our team can help you choose products, confirm minimums and setup fees, or check whether your timeline is realistic.

Yes — email sales@thepenguy.com with your wholesale request.