Users are required to sign in or create an account to place an order. This allows shoppers to view order history, track shipments, and manage account information.

Use the Log In page to create an account, or select Forgot Password to reset your password. If you do not receive a reset email, please check your spam/junk folder or contact Customer Support.

After checkout, you should see an on-screen confirmation and receive an order confirmation email. Completed orders can also be reviewed in your account dashboard.

Please verify the email address used at checkout and check your spam or junk folder. If you still cannot locate the confirmation, contact Customer Support with your name and any available order details.

Address changes may be possible only before production or fulfillment begins. Once an order has entered production or has shipped, updates may not be available. Please contact Customer Support as soon as possible.

If available, previous orders can be referenced through your account history. Reordering may be limited by product availability or program changes.

Made-to-Order items: typically deliver within 7–14 business days after purchase.

Made-to-Order products are not stocked inventory and require production time prior to shipment.

In-Stock items: typically deliver within 1–5 business days.

In-stock items often ship the same business day if the order is received before 1:00 PM Central Time. Delivery time may vary based on the shipping method selected.

Tracking information will be emailed once your order ships.

Orders containing multiple Made-to-Order items may ship separately and generate multiple tracking numbers.

In-Stock items: typically deliver within 1–5 business days.

Delivery Notice: Carriers may leave residential deliveries without a signature when permitted. Bob Lilly Promotions cannot be responsible for packages once marked as delivered by the carrier.

Most carriers require a physical street address. P.O. Boxes are generally not supported.

Payment is typically authorized and processed at checkout. In some cases, an authorization may appear first, followed by a final charge when the order is confirmed for fulfillment.

Sales tax is applied in accordance with applicable state and local regulations. Currently, online orders originating from Texas are subject to sales tax.

Please contact Customer Support as soon as possible at 214-231-3747 or [email protected].

Cancellation requests are reviewed on a case-by-case basis and may not be possible once production or fulfillment has begun.

Bob Lilly Promotions will replace or correct items that are damaged in transit or produced incorrectly. Issues should be reported within 3–5 business days of delivery.

If an item arrives damaged, please notify us within 24 hours of receipt.

Custom or decorated items: Items that are branded, embroidered, or otherwise customized cannot be returned for sizing or preference reasons. Only defective or damaged custom items are eligible for replacement.

Domestic items are often replenished within 2 weeks. Overseas or custom-manufactured items may require 6–8 weeks. Availability details are provided on individual product pages.

If your program supports custom or special orders, please reach out to Customer Support for assistance.

For product questions or assistance using the site, please contact Bob Lilly Customer Service at 214-231-3747 or [email protected].

Support hours are Monday through Friday, 8:00 AM – 5:00 PM Central Time.