This site uses cookies. Some essential cookies may have been set already.

Please click the button to accept our cookies. If you continue to use the site, we will assume you are happy to accept the cookies anyway.

SUSE Merchandise Website FAQ’s

SUSE have appointed Dowlis as the global vendor for branded merchandise. As a leading promotional merchandise distributor, Dowlis have the knowledge, technology, fulfillment centers and buying power to deliver a global merchandise program that can cater for SUSE requirements.

What is the difference between in-stock and on-demand merchandise?

In-stock merchandise:

These are products that are stored in our fulfillment centers in the US or Europe. We have carefully selected the most popular merchandise items, so that you have access to a curated line of merchandise with the shortest possible lead times. The in-stock products will always have good inventory availability and once ordered, will be dispatched within 1 business day.

On-demand merchandise:

These are products where no inventory is held in the fulfillment centers. When On-demand products are ordered, they will be delivered within 2 – 4 weeks from the date of your order. Lead times for each On-demand product are detailed against each product on the merchandise store. All On-demand products have been pre-selected by the SUSE Marketing teams, so you can be confident these products adhere to SUSE brand guidelines and are ready for use in your market.



Why are there minimum order quantities for on-demand merchandise?

On-demand products are manufactured once an order is placed. Minimum order quantities are set by the manufacturers and these exist to ensure that the production of the merchandise is commercially viable for them long term. Minimum order quantities vary for each product and vendor. Information regarding the minimum order quantities can be found on the individual product pages on the merchandise store.





How do I pay for merchandise?

Each SUSE Marketing employee will be granted a pre-loaded budget to spend on merchandise each financial Quarter. When you place an order for either In-stock or On-demand products, your order will need to be approved by your manager. This is an automated process and you will be notified once your order has been approved or denied. Make sure to plan your merchandise spend across the Quarter, so that you can order as many products as you require until your personal merchandise budget has run out. If you exceed your merchandise budget, you can still place an order via the merchandise site, but this will need to be approved by your manager.





If I want something that isn’t on the website, who do I contact?

We have access to 100,000’s of merchandise products, so if you can’t see what you want on the merchandise store, we will be able to source it for you. Simply email (North America), (EMEA) or the Dowlis Partner for your region whose contact details can be found on your country webpage. Make sure to provide details of the merchandise that you would like to order. Our team will help you to find the merchandise you’re looking for and will provide a quotation.





What happens if an item is out of stock?

If you place an order for an item where we have no inventory (On-demand), your order will be delayed from being shipped. Details on the lead times for On-demand products are outlined on the product page on the merchandise store. In-stock items will most likely never be out of stock, as we closely monitor inventory levels and re-stock when needed. In the unlikely event that this scenario happens, you will still be able to place your order via the merchandise store. A member of the Dowlis team will then contact you to discuss when the new inventory is due into our fulfillment center.



How do I check my order status?

Once you’ve placed your order, you’ll receive regular updates from the team on the progress of your order. If you want further details, simply email (North America), (EMEA) or the Dowlis Partner for your region whose contact details can be found on your country webpage.

When are In-stock merchandise orders dispatched?

North America: Orders for In-stock merchandise received by 6.30pm EST are shipped the next business day.

EMEA:  In-stock merchandise is shipped on the same day in EMEA if the order is received by 2.00pm GMT.

Rest of World: Initially these regions will have access to an On-demand range. When you place an order via the merchandise store, you will be contacted by a Dowlis Partner who will provide you with details on lead times. If you would like to order lower quantities of merchandise from the in-stock range, simply email (Americas) or (Rest of World) who will arrange for the order to be processed and goods shipped to you.



Can I have my order shipped to multiple addresses?

Yes, definitely. We can arrange a special order for you and with the merchandise being dispatched to multiple shipping addresses where you would like it delivered. Simply email (North America), (EMEA) or the Dowlis Partner for your region whose contact details can be found on your country webpage.





Can I ship internationally?

Yes, international shipping is possible.  In order to keep shipping costs down, we source merchandise from vendors’ local to your shipping address, so that your merchandise budget is maximized.



Are shipping charges included in the price?

No, shipping costs are not included in the price on the merchandise store. When you checkout, you can choose from a variety of shipping methods, so please choose the option that best suits your budget and lead time. If you are shipping goods internationally, you would need to pay any Customs charges prior to your order being delivered. The Dowlis team will however work with you to ensure that the shipment clears Customs and is delivered to your recipient.

What if the item is damaged or faulty?

Simply email (North America), (EMEA) or the Dowlis Partner for your region whose contact details can be found on your country webpage who will be happy to help. We’ll arrange for a replacement product to be manufactured and shipped to you at no additional cost as soon as possible.

What happens if I’ve changed my mind?

If you’ve ordered In-stock merchandise, please contact the Dowlis team on (Americas) or (Rest of World) to organize the return. We simply ask that you return the goods to us in re-saleable condition in their original packaging and that you cover the cost of shipping. For any On-demand or special orders, due to the bespoke nature of these items, we’re unable to accept returns.