Customer Service
ORDER PROCESSING:
Touchstone Merchandise Group will be closed on Monday, December 25th and Tuesday, December 26th. Please expect a delay in receiving your order if placed over the weekend, Monday, or Tuesday.
All orders are typically shipped within 1-2 business days of receipt unless a backorder exists on one or more items on your order in which case you will be notified. Please refer to the Customer Service page for specific information about returns, exchanges, and cancellation policies. Please be advised we are closed on Memorial Day and will resume order processing and shipping the following business day.
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View the PGR Merch Guide for more information about ordering from this site (PGR merchandise store) as well as how to order custom products.
For general customer service information, please continue reading. For information about Pop-up Shop and Gift Cards please click the links below.
CONTACT INFORMATION:
If you need to contact us for any reason, please call our Customer Service Department during business hours to speak with someone directly. After hours you may leave a message and a representative will return your phone call within 48 hours. You may also email our team and someone will respond within 1 business day.
PHONE: 1.855.687.5820, 8am - 5pm EST
EMAIL: progressivehelp@tmgideas.com
GENERAL INFORMATION:
Internet Browser: We recommend that you shop the merchandise store using Google Chrome browser to avoid interruptions. Microsoft has ended support of Internet Explorer which may cause errors or issues for users browsing the store.
DELIVERY INFORMATION:
Orders placed before 2pm EST (Monday-Friday) will ship same day. If there are changes that need to be made to an order, please contact us immediately to notify us before the order leaves our warehouse.
SHIPPING:
All orders are shipped from our warehouse in Fairfield, OH 45014 using FedEx SmartPost (if less than 9lbs) otherwise they ship Standard Ground. Transit time for SmartPost shipments is 2-7 business days based on the destination. FedEx Ground transit times are 1–5 business days within the contiguous U.S., 3–7 business days to and from Alaska and Hawaii. Check transit times based on your zip code on the FedEx website. Please be advised that we are NOT able to ship to PO Boxes. If you enter a PO box in the shipping information on your order, someone from our team will reach out to you to request a different mailing address. A timely response is necessary as to not cause order delay or interruption.
ORDER NOTIFICATION:
Customers receive an email order acknowledgement as well as a shipping notification. You may also receive communication from our team members with regards to your order for updates on status. Should you wish to inquire about your order, please reach out to our customer service department.
BACKORDERS:
Backorders are rare but, they do occur from time to time. When multiple orders are received at one time for an item that has no stock, a backorder will occur. Our standard policy is to hold the order until all items are available for fulfillment. This means that, as soon as our warehouse receives new stock, the backorder will be released and your order will ship. A customer service representative will attempt to reach out to you to notify you of any potential backorders and possible delays. If you have not provided an email address with your order, a representative may try to contact you by phone. Unfortunately, there are times when backordered items are discontinued or are marked "Last Chance" and will not be reordered. In these cases, the item will be removed from your order and you will receive a refund.
RETURNS & EXCHANGES:
You, our customer, are very important to us and we continually strive to bring you innovative merchandise with the exceptional high quality you have come to expect from us. We offer you a 100% satisfaction guarantee. This means that you may return unused, unworn merchandise for an even product exchange or for a full refund. Any applicable costs associated with the return of your order will be the responsibility of the customer. To be sure that your return is handled quickly and correctly, please include the return form inside your package. If you did not receive a return form, please provide your order number, item number, reason for return and requested resolution (size exchange or credit) please email us at progressivehelp@tmgideas.com for instructions.
Due to the nature of custom printed merchandise, we are unable to accept returns or exchanges of any items with a custom imprint unless the merchandise is misprinted, materially flawed, or defective. If your items are misprinted, materially flawed, or defective in any way, please contact our customer service department within 14 days from receipt of merchandise to submit a claim. You may be asked to provide photos to show the extent of the issue- our representative will work with you to arrange for a return, reprint, or credit based on your specific needs and circumstances. To submit a return claim, email progressivehelp@tmgideas.com and provide your order number and description of the issue. Once you have notified the customer service department, you may return your package to: Progressive Returns, 7200 Industrial Row Drive, Mason OH 45040. Please note: All returns or exchanges must be received within 30 days of order receipt. We will only accept returns or exchanges that are in new condition. Items that have been washed, worn, damaged, or otherwise cannot be considered new will not be accepted for a return or an exchange.If merchandise was damaged in shipment, please call our Customer Service Department (855-687-5820) ASAP. The carrier will need to inspect the shipment and a claim will be submitted.
PROMOTIONS:
We periodically run promotions to highlight new product or to offer discounts on clearance items. Promotions are advertised with a web banner on the homepage. We may also notify those customers who signed up for the store newsletter by sending an email with the sale information. All promotions, unless otherwise specified, run during our regular business hours. For example, a free shipping promotion that lasts one day starting on a Monday will generally begin when the banner is first displayed and it will last until 5:00pm that same day.
CANCELLATION POLICY:
Once you've placed your order, the warehouse receives it immediately and begins to fulfill you order. Your ability to cancel your order will depend on where your order is in the warehouse (and for custom products, where it is in the production schedule).
- If a Custom order has not begun full production, the order may be cancelled (generally this would be within the first few hours of placing your order).
- If the Custom order is in production it is likely that it cannot be cancelled. To cancel an order in this stage means additional costs/fees from the manufacturer may apply for stopping production. This might include, but is not limited to, payment of the pre-production sample, restocking fees and freight to and from the supplier (an example: garments being returned from the decorator back to the apparel supplier). The restocking fees can be 25% of the cost of the garments.” The same fees will be assessed on any Ad Hoc orders that are cancelled and have the same criteria stated above.
- If you did not place an order for custom merchandise, we recommend that you contact customer service to inquire about cancelling based on our delivery timeline.