Frequently Asked Questions

We ask and encourage you to place your order online, however, customer service is available Monday - Friday from 9:00AM to 5:00PM EST at googlesupport@robertsonmarketing.com, or via phone at 1-855-300-2945 (in the U.S.) or 1(540)389-0014 (outside the U.S.).

If you have placed an order, you may check the status on the "My Account" page once you are logged into the site.

Occasionally, some items are not available to ship when your order is placed and will be sent at a future date. Backordered items may take 2-4 weeks to arrive, due to freight delays, supply chain issues and Covid restrictions. Reach out to customer service if you have any questions about your backordered item.

You may contact customer service here or call us to determine if your order can be changed prior to order processing and shipment.

Order processing begins after you click on the submit button therefore it may not be possible to cancel your order. Please contact customer service for assistance to see if we can help. Should your package have already been dispatched, you are welcome to return your parcel after receipt.

If for any reason you are not completely satisfied with your purchase, you may return your order in new, unworn/unwashed, saleable condition.

To return items, ensure your return follows the below requirements:

• Custom decorated merchandise is considered final sale.
• You will be responsible for paying shipping costs for returning your item(s). Shipping costs are non-refundable. Please keep you tracking information, for we are not responsible for any returned items that are lost in transit.
• Returns are only accepted via mail. At this time, not all packages are eligible for free return labels.
• Please indicate on the original packing list what items you would like to return or exchange. In the event you have misplaced your packing slip, no problem! You will just need to write your full name (or the person’s name that placed the order), address, email and the items you have included in the package. Return your package to:
  
  ATTN: GOOGLE RETURNS DEPARTMENT
  Robertson Marketing Group
  359 Kesler Mill Rd
  Salem, VA 24153
  

In the event your package has gone missing or you’ve received a damaged or defective item, please contact our customer support team at googlesupport@robertsonmarketing.com within 7 days for a resolution.

In an effort to minimize waste and reduce our carbon footprint, some large bulk purchases or marketing orders may be subject to restocking fees.Please contact our customer support team if you have questions about your return and what, if any fees will be incurred.To avoid potential restocking charges, we recommend that you purchase what you think you will need. Our team is happy to share best practices and help you determine what quantities would suit the size of your event.

• Large bulk or marketing orders must be returned within 30 days of the original purchase date.
• All items must be in the same condition as you received them.
  • Tags intact
  • Original, unopened packaging
• Our restocking fees are:
  • 10% charge of the total value of goods being returned, over $500
  • 20% charge of the total value of goods being returned, over $2,000

We care about your order and we understand that sometimes delivery issues can occur. Shipping times will be determined after your payment method is validated and the order has been processed. Due to factors beyond our control, such as weather, supply chain issues, carrier delays, we cannot guarantee shipping.

• Ground Delivery (Est. Delivery 3-6 Business Days)
• Expedited Delivery (Est. Delivery 2-3 Business Days)

Overnight and Expedited orders are shipped the same day, provided they are transmitted before 2:30pm EST during a standard M-F business week. Most in-stock merchandise is shipped within 48 hours. Orders placed on weekends or holidays will begin processing the following business day.

Please note that shipments to Alaska, Hawaii, US Territories and APO/FPO addresses may require additional processing time.

The Google Bulk Order Portal cannot be held responsible for lost, stolen or damaged in-transit packages.

What is Prop 65? Also known as the Safe Drinking Water and Toxic Enforcement Act of 1986, California consumers must be informed of products containing certain chemicals, which are listed here. It is our duty to make sure every effort is made to source all the products responsibly to comply with local regulations. Based on information from product manufacturers, Robertson provides the Proposition 65 warning for products it supplies, as follows:

WARNING: This product contains chemicals known to the State of California to cause cancer and birth defects or other reproductive harm.

Customers should make informed purchasing decisions, including learning more about Proposition 65 if desired. For more details regarding Proposition 65, please visit the California OEHHA Proposition 65 program.

Absolutely! To find out more about custom merchandise please send an email to googlecustom@robertsonmarketing.com. If possible, please include a brief description of what you were looking for, quantity and an ideal in-hands delivery date.

Please click here to view our Privacy Policy.

If you have a security concern, or would like to report a security issue related to the Google Bulk Order Portal, please report here.

Robertson is Google’s branded merchandise partner in North America. With team members and offices around the world, Robertson serves numerous Fortune 500 clients, including global technology leaders such as Google. The Robertson team manages The Google Bulk Order Portal and serves as a preferred provider for special order Google branded products.

Robertson offers a full spectrum of in-house services to make it fast and easy to procure Google branded products for marketing and other company events and projects, including design, production, and technology implementation capabilities. We are always ready to hear your opinions – what we do right and what we could improve.

If you would like to reach out to Robertson, please email our team at googlesupport@robertsonmarketing.com

E-mail customer service at:
googlesupport@robertsonmarketing.com

Call us at:
1-855-300-2945 (in the U.S)
1.540.389.0014 (outside the U.S)