Frequently Asked Questions (FAQ)

  1. Log in with your email address and password.
  2. Shop the website and add items to your shopping cart.
  3. Proceed to Checkout by either clicking on "My Cart" at the top of the webpage or the Checkout button at the bottom of the shopping cart.
  4. Verify billing and shipping information. Use the change button to edit addresses if needed.
  5. Select your shipping method.
  6. Choose PayPal if you prefer to pay with a debit or credit card as a "PayPal Guest." You will be redirected to PayPal.
  7. Select your firm delivery date if applicable. If not needed, your order will be processed with the standard production time.
  8. Review the items in your order.
  9. Apply a Promo Code, if you have one, by entering it and clicking the Apply Promo Code button.
  10. Provide any special instructions if necessary (e.g., Deliver to Front Desk).
  11. If your order is complete, click the Purchase button.
  12. You will receive an email confirmation of your order.
  13. To review order status, visit the My Account section.
  14. Tracking information will be emailed to you as the order ships.

You can review all completed orders in your dashboard.
Click the ‘My Account’ tab at the top of the site. Then go to ‘My Orders’.

We integrate live shipping rates directly from UPS to provide transparent and accurate pricing. Here's how rates are calculated:

  • Commercial Address: UPS offers special rates for shipping to commercial addresses, which are typically more favorable due to factors like accessibility and efficient delivery routes.
  • Residential Address: Shipping rates to residential addresses are calculated by UPS based on package weight, dimensions, and distance.

Please note that we do not mark up the shipping rates provided by UPS. You will be charged exactly what UPS quotes us for your shipment, ensuring transparency and the best possible value for your shipping needs.

Once UPS marks an order as delivered, we are not responsible for any lost or stolen packages. To minimize the risk of theft, we recommend ensuring someone is available to receive the package or providing a secure delivery location. If you encounter any issues with the delivery, please contact UPS directly to initiate an investigation.

After your order ships, a tracking number will be emailed to you. This number allows you to monitor the progress of your package and estimate the delivery date. Please check your email for this information and track your package for updates or delivery notifications.

"Made to Order" product(s): 7–14 days after purchase. These products require production time and are not ready to ship immediately.

"In-Stock" items: 1–5 days after purchase. In-stock items ship the same day if the order is received before 1:00 p.m. Central Time. Delivery time is also subject to the selected method at checkout.

You will receive a tracking number via email when your order ships. If you have multiple "Made to Order" items, you will receive a tracking number for each item, as they may ship from different locations.

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

To cancel your order, please contact Bob Lilly Customer Support at (214) 251-8937 or by email at

At Bob Lilly Promotions (BLP), we strive to provide excellent customer service and ensure your satisfaction with our products. We have a straightforward return and refund policy outlined below:

Damaged, Lost, or Incorrectly Produced Orders:

If your order is damaged, lost during transit, or produced incorrectly, we apologize for the inconvenience. BLP will promptly replace or correct the order at no additional cost to you. Please contact BLP within 3 to 5 days of receiving your order to report any issues. For orders that arrive damaged, please reach out to us within 24 hours of receipt at It's important to keep your receipt available for reference.

Returns for Branded/Embroidered Custom Apparel:

Please note that custom apparel items that are branded/embroidered cannot be returned for sizing issues. However, if you receive a branded/embroidered item that is damaged or defective, you can return it in its original packaging and in the same condition you received it.

Out of Stock Items:

If the item you wish to purchase is currently out of stock, please rest assured that we regularly replenish our inventory. Domestic items are usually restocked within 2 weeks, while custom overseas items may take 6-8 weeks. Each item's individual page will indicate whether it is a domestic or overseas item. If you would like a detailed update on a specific item, please email our Customer Support at

Please contact Kristen Dowling at 214-231-3731 or via email at for any inquiries related to special order requests.