What is the process to place an order?

  1.  Log in with your email address and password.
  2. Shop the website and add items to your shopping cart.
  3. Proceed to Checkout by going to My Cart at the top of the webpage or click the Checkout button at the bottom of the shopping cart.
  4. Verify billing and shipping information. Use the change button to edit those addresses if needed.
  5. Select your shipping method.
  6. Select PayPal, you will be redirected to PayPal and can choose to pay with a debit or credit card and check out as a "PayPal Guest"
  7. Select your firm delivery date (if it applies). (If no firm delivery date is needed, your order will process with standard production time.
  8. Review the items that you have selected in your order.
  9. If you have a Promo Code, enter it and click the Apply Promo Code button. This will update your order.
  10. Special instructions can be entered if needed. Example: Deliver to Front Desk, etc.
  11. If the order is complete, click the Purchase button.
  12. You will receive an email confirmation of your order.
  13. You can review order status in the My Account section.
  14. Tracking information will be emailed as the order ships. 

How will I know if my order was properly entered?

All completed orders can be reviewed in your dashboard.

When will my order be delivered?

  • 7–14 days after purchase if you ordered “Made to Order” product(s).
    • An “Made to Order” product is a product that is not ready to ship on the shelf and will need production time.
  • 1–5 days after purchase if you ordered from “In-Stock.” (Note: in-stock items ship same day if order is received before 1:00 p.m. Central Time.) (Note: delivery time is also subject to method of delivery selected at time of checkout.)
    • An “In-Stock” item is ready to be shipped from the warehouse within 24 business hours, depending on time of order.

How will I get a tracking number for my order?

  • A tracking number will be emailed to you when your order ships.
  • If multiple “Made to Order” items are selected on your order, you will receive a tracking number when each item ships. Items can arrive from multiple locations and at different times depending on what production facility they are produced at.

 *** Please note that all shipments made by UPS to a residential address may be left on doorstep if nobody is home to sign for the package. Bob Lilly Promotions does not take responsibility for orders that are missing once UPS marks the order as delivered.

Will I be charged sales tax?

Only those online orders originating from within Texas are subject to sales tax.

I need to cancel my order. What do I do?

Please contact Bob Lilly Customer Support at (214) 231-3737 or by email at customerservice@boblillypromo.com.

Return and Refund Policy

Bob Lilly Promotions (BLP) offers a refund and exchange policy for any goods that are inadvertently lost or damaged during transit or otherwise produced incorrectly. If an order is damaged or produced incorrectly BLP will replace or correct the order immediately. Please contact BLP with any issues regarding product(s) that may need to be returned within 3 to 5 days of receipt of your order. If your order is damaged upon arrival, please reach out to BLP within 24 hours of receipt at customerservice@boblillypromo.com. Please note that custom apparel items that are branded/embroidered are not able to be returned for sizing issues. Only those branded/embroidered items that are damaged or defective can be returned in original packaging and in the same condition you received it. Please have your receipt available.

What if the item I want to purchase is out of stock?

In most instances, items will be replenished within 2 weeks for domestic items and 6–8 weeks for custom overseas items. All items have a message on their individual page indicating it is a domestic or overseas item. To obtain a detailed update on a specific item, please email Customer Support at customerservice@boblillypromo.com.

I can't find the product I need, or I need to place a custom order.

Please contact Carlos Navarro at 214.231.3740 or by email at cnavarro@boblillypromo.com in regards to any special order requests.

Who do I call if I have a question?  

For specific product information or with any questions regarding access or how to use the site, please contact Bob Lilly Customer Service at 1.214.231.3747.

*** Please note that all shipments made by UPS/FedEx to a residential address may be left on doorstep if nobody is home to sign for the package. Bob Lilly Promotions does not take responsibility for orders that are missing once UPS/FedEx marks the order as delivered.