Q1. WHAT FORMAT DO YOU NEED MY ARTWORK IN?
Vector format. Vector artwork allows us to work efficiently with your logo to achieve the best possible etch on your awards. We will accept tif, gif, jpg and pdf files; however, we will need to convert these to vector at a rate of $35.00.
Q2. WHEN WILL I SEE A PROOF?
Proofs will be sent at client’s request. For orders that have a standard turnaround time, please allow 2-3 business days for your proof to arrive.
Q3. HOW MUCH IS ENGRAVING?
Engraving is FREE. Your logo, text, and personalization are included in our online price. No hidden fees!
Q4. DO YOU DO RUSH ORDERS?
For rush orders we will make every effort to accommodate your needs. We do not charge any fees for rush orders other than the expedited shipping cost required to get your crystal/glass into our etching facility. Custom orders are subject to additional lead time depending on the project. Contact your project manager for special requirements. You will be notified of approximate shipping costs to be added to your order.
Q5. WHAT IS A SETUP CHARGE?
Unlike other companies, setup is included FREE of charge as long as you provide your artwork in the above mentioned format (vector art). A setup charge will only apply if we have to convert your artwork to vector.
Q6. CAN YOU COLOR FILL?
We feel that the beauty and perceived value of crystal and glass lends itself best to the simple, classy sand etched frosted look. However, we can offer a choice of color. Please contact our customer service team to inquire about color fill and charges.
Q7. DO YOU HAVE MINIMUM ORDERS?
No. You can order one of any of our pieces.
Q8. WHAT METHODS OF PAYMENT DO YOU ACCEPT?
Visa, MasterCard, American Express, Discover Card and Company Checks.
Q9. CAN I CANCEL MY ORDER AFTER IT HAS BEEN PLACED?
You have until the end of the business day on the day your order is placed (5:00 pm EST) to cancel your order for a full refund. If canceled within 24 hours a 10% restock fee will apply. Orders cannot be canceled once proofs have been sent for approval unless prior authorization is received.
Q10. WHAT IF MY AWARDS ARRIVE BROKEN?
We take the utmost care in packaging and shipping your pieces, however accidents may occur. We must be able to file a claim with the carrier so it is imperative that any damages are reported within 48 hours of receipt, and all packaging is retained for inspection. If you receive damaged awards we will take care of all costs required to replace your awards free of charge before your event.
Q11. WHAT IF MY AWARD ARRIVES ETCHED INCORRECTLY?
We take great care to ensure accuracy on all of our awards. Though mistakes may happen, if you receive your awards etched differently than your approved artwork we will take care of all costs required to replace your awards free of charge before your event.
Q12. DO YOU SHIP INTERNATIONALLY?
Most of our pieces ship within the United States and Canada. We can ship internationally as long as you provide a UPS or FedEx number for 3rd Party shipping. A $10.00 per box charge for shipping and handling will apply. All orders must originate from US or Canadian addresses. We do not accept any orders that originate overseas.
Q13. CAN YOU DROP SHIP AWARDS TO DIFFERENT LOCATIONS FOR ME?
Yes. Standard shipping & handling charges will apply. Simply send all the addresses in an Excel spreadsheet if possible or supply us with labels. We can also include any inserts at no additional charge.
Q14. DO ALL AWARDS COME IN A PRESENTATION BOX?
Although most acrylic, glass and crystal items come in a presentation box there are a lot of items that do not. Items that do not have presentation boxes such as trophies and plaques are packaged for safe transportation and delivery.