Support & FAQs

How to contact us for additional help or assistance (click a box to expand):

Email us any time at You will receive a response to your inquiry within 1-2 business days. Please reference your order number in the subject line.


For customization requests, email us at

You can also fill out our custom order request form here.

Frequently Asked Questions

I noticed a credit card charge from “CENEXSHOP”, what is it for?
If you see a charge on your credit card from “CENEXSHOP”, it is because you or someone from your company purchased products from Cenex Shop. Please contact us if you are having trouble locating the record of your order.

I forgot my login, help!
Click “Forgot Password” on the account login page and follow the steps to update your password.

When will I be charged?
You are charged at the time of purchase.

I would like to utilize Ad Share for my order, can you help?
If you have any questions about Cenex Ad Share, please contact

How do I use a discount code?
Once all of your items are in your shopping cart, enter the applicable discount code in the box provided and click “Apply”. Your new total will appear at the bottom of the payment page.

I would like help planning my event or promotion!
For help planning your event or promotion, refer to your Local Store Marketing Guide or email us at

When will my order ship?
Items will ship within 72 hours of order placement. Once your order has been processed for delivery and shipped out from our facilities, you will receive a shipping confirmation email that contains a tracking number. If you don’t receive an email, check your Spam folder!

Is split shipping available?
Split shipping is possible if you want your order to ship as each product becomes available, or if you place an order with a custom print piece included. If split shipping is chosen, additional shipping charges will apply.

Where is my package? Tracking information hasn't updated.
Once a package departs our facility, we are able to see the same tracking information as you. Domestic packages should be received within two weeks of shipping confirmation. Please contact us if you are a US customer and have not received your order after two weeks.

How much does shipping cost?
Shipping prices are dependent upon the number of items and weight of items ordered.

Where can you ship to?
We can ship to anywhere in the United States and internationally. Please note that pricing and transit times may vary depending on your shipping location.

I placed an order and need to cancel it, what do I do?
Orders can be cancelled until midnight the same day they are placed. After that time period, orders cannot be cancelled and will need to be returned once you receive the inventory. Please see below for details on returns.

To cancel an order, please email us at A flat cancellation fee of $5.00 plus a $0.50 fee per item will be applied to all cancelled orders.

Is it possible to return something?
Yes, most* merchandise and apparel is returnable as long as it is new and in original packaging. Items can be returned for a full refund (less the initial shipping costs).

To return an item, please email us at A flat fee of $2.50 plus a $0.50 fee per item will be applied to all returned orders.

*Please note, close out items and customized print/apparel are not returnable.

When are custom print orders printed?
Custom orders will be printed on the 1st and 15th (or closest weekday) of each month, with an additional one-week production timeline. If you have not received your items within 3.5 weeks of your custom print order, please contact us via the contact information above.

How do I purchase a mailing list for my direct mail?
A representative from Imprint Engine will contact you to walk you through identifying your mailing demographic and to provide information on the cost of your list, which will be billed as a separate line item on your invoice.

Please note: Price lists provided on the Cenex Shop website are based on a basic list purchase. A basic list includes recipient name, address, city, state and zip code for random residents within a 5-mile radius of your address. Pricing for more targeted lists may vary. Contact for more details.

At the time of order placement, please indicate if you need to purchase a list or if you have your own list. Once completed, a member of Imprint Engine’s team will contact you with instructions on how to forward your list or will gather the needed information to procure a list on your behalf.