Return Policy

Lost or Damaged Items:

If your order is damaged or missing item(s) listed on the packing slip upon arrival, please reach out to BLP within 48 hours of receipt at for further instructions. Pictures and/or a packing slip will be requested in order to replace any missing or damaged items.

Bob Lilly Promotions offers a refund policy for any goods that are inadvertently lost or damaged in 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 14 days of receipt of your order.

Non-Stock Items (custom items made upon ordering):

Please note that Non-Stock, custom branded/embroidered products are not returnable.

In Stock Item Returns:

In Stock items are the only items that are eligible for return. For returns under $250, the return fee is $15.00; returns over $250, the return fee is $25.00. Please contact BLP with any issues regarding product(s) that may need to be returned within 10 days of receipt of your order at Further instruction will be given to return the merchandise. All returns MUST have an RA# on the box. All credits will be issued after the goods have been received, inspected for quality, are found to be unworn and in resalable condition. Returns are not eligible after 10 days of receipt of the order.

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

Please contact JaniKing Support at 214-231-2082 or by email at in regard to any special order requests.

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, please email JaniKing Support at

When will my order be delivered?

You can expect your order to deliver 7 -14 days after purchase.  An exception to this would be if a item is temporarily out-of-stock or backordered.  In this case, Customer Service will contact you regarding the expected delivery time.

How will I know if my order was properly entered?

All completed orders can be reviewed in your dashboard.

I need to cancel my order - what do I do?

Please contact Bob Lilly Customer Service within 1 hour during normal business hours (8:30am - 5:30pm) Monday - Friday.  After hours or on the weekend, please send an email to Customer Support at

I'm an approver and I need to approve an order?

If you are a manager and need to approve an order, you will need to log into your dashboard to approve the order. A reference guide can be found at this link.

Why was I charged a handling fee?

The handling fee is charged for the picking, packing, and packaging of the order. (includes: box, tape, labor, packing slip, data entry).

Will I be charged Sales Tax?

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

Who do I call if I have a question?  

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

*** 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 Professional Promotions does not take responsibility for orders that are missing once UPS/FedEx marks the order as delivered.