Frequently Asked Questions
What is your turnaround time?
A. Our normal turnaround time for any order is 4-5 business days after all information has been received.
Is logos/ wording included in the prices listed?
No. This is a separate charge apart from the price of the product itself. We do this to ensure fairness and total customization of each product.
What are my payment options?
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 a payment option on-line as of right now.
Is there a way to get my items the next day?
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.
Can I bring in my own items?
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.
Can you ship my items to me?
There is an additional cost with shipping, and customers are required to cover that cost. We will ship some items, no problem. However, there are items that are very fragile and expensive. These we will not ship due to the unreliable nature of the business. We cannot guarantee it will arrive intact, and we are not responsible for damage once it has left the building. Any orders where the item itself is greater than $150 will not be shipped unless it has been discussed with management.
How much wording can I fit onto my product?
This will depend on what product you have picked out. We do not recommend going over a 350 to 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/glass available, 150-300 characters is the limit of what will look appealing after it is finished.
Can we engrave/laser/etch a photo of a person/pet?
It is not recommended to engrave, laser, or etch a photo of a person/pet. To do that, the photo needs to be near perfect (not fuzzy, not scratched, close to the subject, no background, in black and white, as a computer file). We do have a kind of workaround for some items, but please speak to a salesperson to find out if using a photo will work for your project.
Will I be able to see the digital proof before production?
All proofs must be requested when ordering. There is a charge of $12.50 per order (not item). This proof will include all the artwork in the order for you to review before production begins. Production WILL NOT begin before approval if a proof was sent. You must reply to the e-mail.
What happens if I get my product, and something is misspelled/wrong?
We will pull the information from your order to determine if the information given to us was incorrect, or if it was an error on our part. If the error was on our part, we will replace the item for you at no additional cost in a timely manner. If the information given to us was incorrect, the customer is responsible for the cost of the replacement in its entirety.
What if my product was wrong, but I approved the artwork proof?
Again, we will go back to look at the information that was given to us. Now, if the information given at the beginning was correct, but we made an error, and it was missed on the proof and approved anyways, we will split the cost between us and the customer. If the information was given to us incorrectly in the beginning, and then approved incorrectly, the customer will be responsible for the replacement in its entirety.