Customer Service Department
In an effort to be of better service to you, our customer, we have compiled a list of our most Frequently Asked Questions.
If after reviewing these questions you still need additional help please Contact Us and we will be happy to give you an answer.
Are there any Additional or Hidden Charges?
How do I send you my artwork?
What are Artwork Requirements?
Can I add engraved/printed colors to my product?
How can I be sure my layout and personalization will be right?
How do I check the status of my order?
Can I customize a product you have or create something new?
Do you offer engraving services or can you engrave on my product?
Do you offer products that others sell that are not on your site?
Do you have minimum order requirements?
Do you offer different sizes for like products?
Do you offer discounts or coupon codes?
Can I change my order after placing it?
Can I cancel my order?
Can I return products?
What if after I get my product, it is not what I expected?
Can I request a sample product for viewing before I buy?
Most products have production times listed with product information and that means the product will be shipped within that allotted time period. Large orders could take longer and we will let you know production time with confirmation of your order. If the product(s) you ordered are out of stock or if it will take longer to produce than what is listed, we will notify you as soon as possible. Please give your in hands deadline so we can schedule production of your product(s) in a timely manner.
Our standard method of shipping is UPS ground delivery from El Segundo, CA (suburb of Los Angeles). Some products could be shipped directly from our Supplier Warehouse and we would notify you in those cases. Please be aware that shipping times can vary depending on your location. If expedited shipping is needed, we will let you know ASAP. Please be aware that although we make every effort to ship your product/s in a time frame to meet your needs, we cannot be responsible for shipping delays caused by the shipper for any reason, natural or man made calamities and thus cannot refund the cost of products or shipping for shipper caused delays.
We always do our best to meet your needs, Rush Service is available on certain products, please see our Quick Ship link to find products than can be produced or shipped fast. Please Contact Us when your in hands date is sooner than our standard production or shipping times.
Because we are in a business that has presentation deadlines we know the importance of getting your product to you on time. We also do our best to meet your deadline and we will notify you of any delays when a hard deadline is needed. Once we ship your product on the date promised, we CAN NOT guarantee the shipper will deliver by your in hands deadline as we don't have any control over shipper delays. If you would like an in hands guarantee date, we do offer that option with an additional cost of insurance. If you are interested in getting in hands deadline insurance for a money back guarantee of product and shipping price, please let us know so we can quote you for that.
Shipping costs are calculated by size, weight, and destination of the products. You have your choice of shipping options when you check out. Shipping rates apply to the Continental U.S. only. Please Contact Us for shipping rates outside the Continental U.S. If you would like your order shipped other than UPS ground delivery, please Contact Us and we will give you a price for the method and speed that you like.
In most cases, the charges you see at check out are complete and include, product, personalization, set up fee, shipping and sales tax (CA orders only). Because there could be many variables when placing an order dealing with artwork, name changes, additional engraving or printing positions, etc., there could be additional charges to meet your needs. We will let you know of any additional charges and will never process your order until you approve of those charges.
After you checkout you will be directed to send your text/artwork to firstname.lastname@example.org or just click on the Email Us link on that page. You can also reply to the confirmation email sent to you after you place your order. Artwork requirements vary according to the product that you order.
Please see each individual item as the requirements are listed in a tab at the bottom of each page.
We can add color to many of the products we sell with either color sublimated plates, color filling, or color digital printing. Some products will offer that option but if not just Contact Us to see if we can add color to the product you want.
We will send you a proof copy of your layout/s for you to approve before going to production. On orders with simple text a proof will not be sent unless requested. Be aware that orders cannot be released for production until proof layouts are approved.
The best way to check order status is to ask us via email as we know time frames are critical in most cases and you want to be assured things are going smoothly. We will notify you when your order is shipped with tracking # or when ready for will call.
We can sometimes modify products with different tops, bases or other parts that are interchangeable. We are not the manufacturer of the products we sell so solid pieces cannot be changed but we do have suppliers that can make custom products when the quantities warrant it. Please Contact Us if you have a question about custom work or products.
We offer engraving/printing services for Lasering, Sand Blasting, and Sublimation jobs. If you have something you would like engraved or a plate printed for, please Contact Us.
Most trophy and award companies have access to the same suppliers so if you see something a competitor is selling and prefer to buy from us, please Contact Us and will let you know if we can get.
Most products have a minimum order requirement of ONE piece, we will not accept orders for 0 pieces or less (thats a joke folks). Some promotional and gift items can have minimum requirements when ordering but are listed on their page.
Each product page will list product sizes available. The price listed of that product is for the smallest size offered and the attributes drop down tab will show additional cost of larger sizes. If no additional sizes are listed then they are not available.
We do occasionally offer discount coupon codes on our Facebook page, so check there when you can.
Since your order is usually processed the same day you place it, you will need to Contact Us as soon as possible if you need to change any part of your order. If changes are needed after artwork approved a change fee may be charged depending on where the product is in the production process.
Since your order is usually processed the same day you place it, you will need to Contact Us as soon as possible if you need to cancel your order. If we had to order your product from a supplier and you cancel after that order is placed there will be a 20% cancellation fee applied to your order.
Since most of our products are personalized, they cannot be returned or refunded for errors on your part. If we make the error or the product is damaged or defective upon arrival, we will do our best to rectify the problem. Be aware that damaged or defective products will need to be reported within 5 days of receipt. Blank products can be returned for a refund within 30 days of receipt but may be subject to a 20% restocking fee.
Although we make every effort to picture our products and describe their look, size, color, etc. on our website, nothing can replace the look and feel of the real thing. If we have overlooked something in our description or mis-represented an item, we will be happy to replace the product. If you are not happy with the product and it is no fault of our own, we will still replace the product, although we will have to charge you for labor and non-reusable material. Be aware that artglass pieces can vary in size, shape and color and we cannot replace undesirable artglass pieces because of variations noted but we will make every effort to make you happy with our products and we will jump through hoops to make it right.
If you would like to see a sample of a product before you buy, you can request that by calling or sending us an email stating the product name and model #, how many you plan to purchase, if this is for personal or business use and where it needs to ship to. We will let you know if the sample is available and the cost to obtain a sample product.
We can set up terms with major credit worthy Companies/Organizations. We will also accept POs from most Schools and Government agencies. If you would like to set up an account, please Contact Us and we will send you a credit application to fill out. Once approved, your orders can then be billed to your Company/Organization.
A live person is available to speak with Monday to Friday 8AM-5PM PST. Please call 800-563-4720 between those hours and someone will be happy to help you out. If you call after hours, you can leave a message and someone will get back to you ASAP.
We process all of our transactions through Authorize.net, one of the leading E-Commerce providers in the world. Your transaction and privacy are completely safe.
Simply go to the Contact Us page where you will find any information needed to get in contact with us.