Report A Problem

Have a problem with your order? Please let us know. Watch the video below or scroll down for step-by-step instructions on submitting a problem report. 

How to Report a Problem with an Order

• Contacting Executive Advertising - Choose one of two methods for contacting us with your problem
  • Email - You can use either your “Your Order has Shipped” or “You Have a Delivery” email, and click “report a problem”. This will take you directly to the Order Detail page, and from there click the grey button “Report a Problem”
  • If you do not have the email available, log into your account, click “My Orders” under your account page, and then select your order. From the order detail page, you can click “Report a Problem”
• Problems are Time Sensitive - Once you receive your order, please open the packages and review the products as soon as possible (even if you aren't going to use them immediately). Reporting problems are limited by a 15 day window after delivery, and problems reported outside that time frame are subject to denial. While Executive Advertising will make every effort to successfully resolve any claim, if the claim is not submitted within the time frame mentioned, the available resolutions may be affected.  

• Select your Problem - Once you click “Report a Problem” a panel on the right side of your browser will slide out. The panel will be prefilled with your account contact information. From the dropdown menu, select the problem you need to report. Here is a list of the available selections:
  • Artwork Issues
    • Imprint Rubbing Off
    • Incorrect Imprint Color Printed
    • Imprint printed at the wrong size
    • Artwork Design or Layout is Incorrect
  • Product Issues
    • Items are Broken or Damaged
    • Items are Missing or you didn't receive your full order
    • Item color is wrong
    • Wrong products received
    • Products Faulty or Items are not working
    • Product Instructions Missing
    • Items not as described on website
  • Shipping Issues
    • Did not receive Tracking Number for shipment
    • Order not received but says delivered
    • Order shipped to wrong address
    • Order Arrived or is arriving late
    • Tracking status shows “pending”

• Problem Clarification and Details
  • Once you have selected a problem topic, you may be asked to provide additional information like the number of items affected, condition of the shipment, etc.
  • After you have provided the basics of the problem, click “next”
  • You will be asked to provide a description of the problem. Please be as descriptive as possible, the more details the better!

• Submit Images of Problem
  • Next you will be prompted to upload images of the products with problems. This is an important step to the submission process since the images you submit will provide the evidence needed to the factory to successfully resolve your claim.
  • If you don't have the images available, you can select to have a text message sent to you. The text message allows you to have a quick link to the claim submission so you can attach any pictures taken with your mobile device.

• Problem Submitted Successfully
  • After all information is completed, click the button that says “Submit Question”, which will submit your response to our team for review and response.
  • A green confirmation bar will appear at the top of your page indicating the submission was sent successfully.

Once submitted, you can expect a response from an Executive Advertising team member within 1 business day letting you know your problem was received and is being worked on. While we never expect problems with orders placed with our company, we know that they will happen from time to time. Our goal is to make that process as quick and painless as possible while working towards a resolution for you.