Track Your Order Online: See Where Your Promotional Products Are

Once you have placed an order with us, you can follow its progress in your Hotline account. Sign in, open the order, and you will see where it has got to, from the moment you order through to delivery. There is no need to email us or ring up to find out what is happening.

Why a promotional product order has more stages than a normal parcel

Buying branded merchandise involves more steps than buying something off the shelf, and that is why knowing where your order is matters more here than it does with an ordinary online purchase.

With a promotional order, your artwork has to be right, the products have to be branded with it, and only then can the finished goods be packed and sent. Each of those is a real stage with real work in it, and until recently the only way to find out which stage your order had reached was to ask your supplier and wait for a reply.

We would rather you could just look.

What you can see

Your account shows the progress of your order through its key stages, from when you place it, through production, to delivery. Where it applies, you will also see delivery information once your order has been dispatched.

You will find it alongside everything else we keep in your account: your past orders, your organisation's previous orders, and your Visual Proofs. That is the same place you would go to reorder something you have had before.

How tracking works with your delivery date

The date you were given before you paid is the date your order is working towards.

We show you a guaranteed delivery date rather than an estimated dispatch time, and you see it before you order, not after. Once the order is placed, that date is locked in, subject to the normal BACS payment conditions. Tracking sits alongside it and shows you how your order is progressing against it.

That is the part worth knowing. Plenty of suppliers can tell you an order has been dispatched. Fewer can tell you the date it will arrive before you have spent anything.

If you chose a different delivery option

Where a product supports it, you can pick from Free No-Rush, Standard and Express delivery, and the options available depend on the product and the order. Each one carries its own date, and whichever you choose is the date shown in your account.

If you have a deadline, choose the option that lands ahead of it and check the date before you pay rather than after.

Do you still need to get in touch?

Not for a routine update, no. That is the point of putting the information in your account: you can check it whenever suits you, including outside our office hours.

If you do need help with something, our online Support Centre is the quickest route. It brings everything into one place so our team can pick it up and get back to you.

Before you order

If you have not ordered yet, the same thinking applies earlier in the process. Request a free Visual Proof and our in-house designers will show you your branding on the product, along with the price and the delivery date, usually in around 20 minutes. You can request as many changes as you need before you approve it, and the price on your proof is held for 14 days.

You will know what it looks like, what it costs and when it arrives, all before you spend anything.