FAQ

Frequently Asked Questions

I want to include my logo on my awards. Do you accept digital artwork?

Yes, usually with no problems, if you provide PC based artwork. Click here for a complete explanation of our artwork requirements.

What is the usual production time for my order?

Normal production time for most items is 3-4 working days. Large orders or custom designed pieces can take longer and will be quoted prior to the beginning of production. Advising us in advance of your planned presentation date is highly recommended. We will schedule production to allow ample shipping time for you to receive your awards a few days prior to that date. However, delays in layout approval or shortened production time could result in the need for Priority shipping and/or Priority Service Charge.

What is your Priority Service Charge all about?

We understand that sometimes the need for an award comes up unexpectedly. When that occurs, we are ready, willing and able to help you meet your deadline.

These premium services are available for the following fees:

While You Wait (Local Pick-up only) - products will be personalized while you wait - 22% of entire order or a $13.00 minimum.

Same Day (Local Pick-up only) - products will be personalized and ready for pick-up on the business day - 17% of entire order or a $9.00 minimum.

Next Day - product will ship the next business day – 14% of entire order or a $7.00 minimum.

Second Day – products will ship by the second business day – 10% of entire order or a $5.00 minimum.

Priority and Express Services are subject to availability of inventory and production capacity. Please contact our sales associates at 1-434-845-8266 for more details.

How much does engraving or etching cost?

17¢ per character for plaques or a $5.00 minimum per item.

20¢ per character for acrylic and gift items or a $5.00 minimum per item.

22¢ per character for direct engraving in wood or a $5.00 minimum per item.

35¢ per character for etching or a $10.00 minimum per item.

Will I be notified when my order is shipped?

Yes, we will email you with notification that your order has shipped, including courier tracking information.

What methods of shipping are available and at what cost?

We will ship your order via UPS Ground service unless otherwise instructed by you at the time of your order. Orders requiring special shipping (UPS 3 Day Select, UPS Blue Label or UPS Red Label) will be charged for shipping costs accordingly.

What if my awards arrive damaged or engraved incorrectly?

Your order passes through two Quality Control stations prior to being shipped to you. However, in the event we make an error, we will replace the incorrect piece (s) as quickly as possible at our expense. If the error was on your part (i.e. incorrect spelling for a name) we will still replace the incorrect piece (s) as quickly as we can for a nominal fee. Regardless of the nature of the error, we will make every effort to have the corrected awards to you in time for presentation.

If your order was damaged in shipping, it is VERY IMPORTANT that you retain all packaging and wrapping materials for UPS or FedEx inspection. Please inspect the exterior of your packages carefully upon receipt and report any obvious damage to the courier. In the event of damage, we will assist you in any way possible.

Can I return any items for a refund?

No products may be returned without prior approval from our customer service department. Because of the highly personalized nature of award products, only items received late or incorrect are eligible for refund consideration. Most of our products are not reusable after they have been engraved or etched, though in some cases, an engraving plate can be replaced in order to utilize the award for a different occasion or recipient. Please contact us to discuss this on a case-by-case basis.

What methods of payment do you accept?

We will accept MasterCard, Visa, Discover and American Express. Your card will be charged when the order is placed.