Shipping policy
Shipping Policy
Effective May 20, 2026
1. Where we ship
Souvenirs ATX ships custom-branded orders across the United States. For clients in Austin and the surrounding Texas metro area, local pickup may be available by appointment. International shipping is handled case-by-case and quoted separately.
2. Shipping costs
Shipping is calculated per order based on weight, dimensions, destination, and the production route, and is always included as a line item in your written wholesale quote. There are no hidden fees added after a quote is approved.
3. Lead times
Every order is custom-produced with your logo, so the total timeline is production + transit. Because lead times vary by product, quantity, branding technique, and current production capacity, we do not publish fixed shipping windows. Instead, the full lead time is confirmed in writing in your quote before you approve the order.
If you have a hard deadline — an event date, a launch, a trade show — tell us up front and we will confirm whether it is achievable and prioritize accordingly.
4. Tracking
Once your order ships, we send a tracking reference to the email or WhatsApp number on file so you can follow it to delivery.
5. Delivery issues
If your order arrives damaged, incomplete, or differs from the approved proof, notify us within 5 business days of delivery at WhatsApp +1 (512) 508-2348 with photos of the items and the packaging. We will arrange a replacement or credit.
6. Address accuracy
You are responsible for providing an accurate, complete shipping address when you approve your quote. Re-shipping costs caused by an incorrect address are the buyer's responsibility.