FAQ
Cusotmer Support

Prom Nite Custer ServiceThe Prom Nite Promise

We want you to be thrilled with your Prom Nite experience.
If you are not 100% satisfied with our products or service, please give us a call and let us know. We will do whatever it takes to make it right.



Need Assistance? Call 1.800.328.5393

Open 7:00am-6:30pm CST

Products

Are all of your products online?

At Prom Nite, we do our best to keep our site updated with the latest and most current product information.

Can I change or cancel imprinted items?

Cancellations or changes on imprinted orders cannot be accepted once production has started.

What if the item(s) I want are out of stock?

We do our best to keep a generous amount of stock on hand. However, due to the popularity of some items it may not be available. If this occurs, we will contact you and offer you a comparable item.

Is there a charge for original art?

Yes, there is a $25.00 art fee for original designs.

Can I order less than the minimum requirement?

If you need a quantity that is fewer than the minimum specified, please contact us. In many cases (but not all), we can imprint fewer than the minimum specified. There will be a charge for this service.

Can I be sent a sample of a product?

Yes! Choose as many imprinted favors and invitation samples as you want (up to $20 total) and we will send them to you for FREE!

Please Note: A $5 shipping fee will be added to all sample orders. Sample orders exceeding $20 will be billed the difference. Available on quantity priced items only.


Free Sample Program Details

General Questions

Do I have to pay taxes on my order?

1.) Terms of Use

We will add sales tax when the order is processed (if applicable). Your purchase is not exempt from sales or use tax merely because it is made over the Internet or by other remote means. States require that a consumer's sales or "Use Tax" be paid annually on the appropriate tax forms. Please be aware that we are required to provide several states as well as consumers in those states with an annual statement that will include your name, billing and shipping address, and the total dollar amount of your purchase 

2.) I have been charged sales tax, but we are tax exempt.

We will add sales tax, if applicable in your state. However, if you already have an exemption certificate on file with our company, your final invoice will reflect that exemption.

3.) How do I submit my exemption forms if I am a new customer, or if I want to ensure my purchase is made exempt from sales and use tax?

You can submit your forms to Credit@promnite.com or fax them to 800-210-4423 to the attention of: Tax Department.  Please include your customer number or order number so that we can ensure the exemption is placed on the correct account.

Our credit department can be reached at 800-831-0972, should you have any additional questions regarding exemption.

4.) What forms are accepted to make my account exempt from sales tax?

 For Profit Organizations

  1. Multi State Form (MTC)– Uniform Sales & Use Tax Certificate-Multijurisdictional (Accepted by AL, AR, AZ, CO, GA, IA, ID, KS, KY, ME, MI, MN, MO, NC, ND, NE, NJ, NM, NV, OH, OK, PA, RI, SC, SD, TX, UT, VT, WA, WI)
  2. Florida Resale Certificate
  3. Indiana Form ST-105
  4. Louisiana Form R-1042
  5. MA Form ST-4
  6. Mississippi Permit
  7. New York Form ST-120
  8. Virginia Form ST-10
  9. Streamlined Sales Tax Exemption Certificate (Accepted by AR, GA, IA, IN, KS, KY, MI, MN, NC, ND, NE, NJ, NV, OH, OK, RI, SD, TN, UT, VT, WA, WI, WV, WY)
  10. Direct Pay Permit (if applicable) (only valid for State issued)

Note:  If we drop ship product on your behalf to multiple states, we will need the forms that are applicable for each state where product is shipped.

Nonprofit Exempt Organizations/Government Entities/Schools:

  1. Please provide copy of Federal Exempt Letter, Certificate or other proof of Exempt Status.

 Please note that W9s, registrations, or sales tax permits/licenses are NOT valid for this purpose.

 

 
 

 

What is your sales policy? Terms of payment?

Payment is due 30 days from date of invoice. A finance charge of 11/2% (18% annual rate) will be added to past due balances. Credit balances not claimed or used within 90 days of invoicing become the property of Prom Nite. There will be a minimum service charge of $15 applied to returned checks (based on regulations of the state the check is drawn on).

Can I place an order via email?

Yes!

We now offer an easy email ordering option. Step 1: Complete your catalog order form using blue or black ink. Step 2: Scan the order form and Purchase Order (if applicable). Step 3: Save the order form as an attachment. Step 4: Send the order form and PO as attachments to service@promnite.com.

What is the Idea Center?

The Idea Center is our exciting new blog! Check back often to find great ideas for Prom planning, fundraising and more! Leave comments and see what other Prom Advisors and students have to say about Prom.

What is a Wish List?

A Wish List is an easy way to save the products you are interested in so they can be purchased later. Products will never be removed from your Wish List. When you are ready to order, simply click on the Wish List link at the top of our website and move your saved products to the shopping cart.

What is your return policy?

Merchandise must be returned within 30 days of receipt of order. A Return Form (download pdf) must be included with the returned item. Only unused and unopened merchandise with its original packaging and accessories will be accepted. All returns are subject to a minimum 15% restocking fee. When ordering, we encourage you to estimate your needs as closely as possible. Due to health concerns, costumes, headwear, and food items cannot be returned. Other non-returnable items include: glow products, seasonal and/or dated items after the event date. All closeout sales are final and cannot be returned. Imprinted items are non-returnable. NOTE: A Return Form must be included with returned item to obtain credit. Returned shipping is the responsibility of the sender. Product received without a Return Form becomes the property of Prom Nite.

What are the guidelines for original artwork?

To provide you with the best possible imprinted products, submit original art or photos by email to artwork@promnite.com after you have placed your order. Please provide only your 7-digit order number in the subject line. There is a one-time charge of $25 (per piece of original art) for original art unless otherwise specified.

  • Accepted File Formats for Original Artwork: EPS, PDF, Adobe Photoshop PDF or TIFF format, Adobe CS4 or earlier Illustrator(AI) or In-Design(ID)
  • Please convert text to outlines or curves if possible.
  • Photos should be largest size and highest resolution possible; 5x7 for smaller items; 8x10 for larger items.
  • Photos and large files must be compressed to a ZIP file before sending.
  • Office programs must be saved as PDF. Faxed artwork is not acceptable.
  • Please keep email file size under 10MB. If over this size, compress folder or file into a ZIP or SIT file.

Where can I get a copy of Prom Nite's W9?

Shipping

Do you ship C.O.D.?

No, we do not accept cash on delivery.

What if something is broken during shipping?

We take great care in packaging your order. However, due to the fragile nature of an item, breakage can occur during shipping. We will replace any broken item free of charge or credit your account for the amount of broken item(s). All merchandise should be opened and inspected as soon as it is received. Shortages or items that have been damaged in shipping should be reported immediately to Customer Service at  1-800-962-8006.

How soon can I expect to receive my order once it is placed?

Production times vary. Please check the production time listed below each item.

How can I check the status of my order? Has it shipped, yet?

To check your order online, just click on the Check Your Order linnk at the top of our website. All you need is your order number and email address. To verify your order by telephone, please contact our Customer Service Department toll-free at  1-800-962-8006.

Will I be charged for shipping?

Prom Nite charges for shipping. Extra charges will be applied to orders shipped to AK and HI.  Shipping charges will be added to your invoice.
*Themes will incur a 10% shipping premium.