Frequently Asked Questions

Our normal turnaround time for any order is 4–5 business days after all information has been received.

No. Customization is a separate charge from the product itself. We do this to ensure fairness and total customization of each product — you only pay for the work your piece actually needs.

We accept cash, credit/debit cards, ACH payments, and business checks. Personal checks are accepted with verifiable identification. Payments over the phone are accepted as well. We do not have an online payment option at this time — orders are placed in person, by phone, or through a quote request.

Yes, we offer a rush service. Any orders completed in less than 3 business days will have an additional charge of 25% (of the subtotal) added to the order. In most cases your order will be completed by 11am the day you choose to pick up.

Yes! We encourage you to bring in items you have bought elsewhere to have them customized by our professional team. There are some limitations but, generally speaking, we can customize anything you bring to us. Please call if you have any questions about your items.

There is an additional cost with shipping, and customers are required to cover that cost. We will ship some items, no problem. However, some items are very fragile and expensive — these we will not ship due to the unreliable nature of the business. We cannot guarantee fragile pieces arrive intact and are not responsible for damage once they leave the building. Higher-value items are shipped only after discussion with management.

It depends on the product. We do not recommend going over a 350–400 character limit on most larger products. For trophies the maximum is about 50 characters or 3 lines of text. The more wording you have, the smaller the letters will be. For most plaques, acrylics, crystal and glass, 150–300 characters is the limit of what will look appealing when finished.

It is not generally recommended — the photo needs to be near perfect (not fuzzy, not scratched, close to the subject, no background, black and white, as a computer file). We do have a workaround for some items, so please speak to a salesperson to find out if your photo will work for your project.

All proofs must be requested when ordering. There is a charge of $12.50 per order (not per item). The proof includes all artwork in the order for review before production begins — and production will not begin before your approval. You must reply to the e-mail.

We pull the information from your order to determine whether the information given to us was incorrect or it was an error on our part. If the error was ours, we replace the item at no additional cost in a timely manner. If the information given to us was incorrect, the customer is responsible for the full cost of the replacement.

We go back to the original information. If it was correct but we made an error that was missed on the approved proof, we split the replacement cost between us and the customer. If the information was provided incorrectly and then approved incorrectly, the customer is responsible for the replacement in its entirety.