FAQ -- Frequently Asked Questions


Q. What type of artwork is needed?
A.
Production ready art should be sent via email, upload, or disk to your Customer Service Rep with the specifications listed below. It is recommended to send additional PDF of JPEG files of artwork along with original production art files.
Vector Files: Corel Draw version X6 or lower (CDR), Illustrator (EPS or AI). Please convert fonts to curves/outlines/paths.
Bitmap Files: Photoshop (PSD), TIF, JPEG - 600 dpi preferred - minimum 300 dpi for each embedded image.

We provide Free Art for all orders that can be production ready by our Art Department within 30 minutes. 95% of provided art can be prepared for production within 30 minutes. Additional art time is $30 (z) per one half hour. You will be advised of additional art charges prior to production, if this applies.


Q. Will I see a proof?

A.  A proof is provided upon request. There is no charge for the first proof.


Q. Are there set-up charges?
A.
Free set-up applies to purchases of a quantity of six or more.
Quantities of 1 - 5 pieces have a set up charge of $40 (z) which includes 30 minutes of art time.

No re-order set-up charges for identical copy or copy with date change only. Personalization and application charges for additional colors, sides or location apply.


Q. What methods of payment do you accept?
A. We accept VISA and MasterCard. Accounts that are not eligible for open account will be set-up as Prepay Customers. COD orders are not accepted. Terms of 30 days net for qualified accounts only.


Q. Can I cancel my order after it's been placed?
A.
Orders cancelled during or after the original production run will be invoiced for all material and labor completed up to the date that the order is cancelled. Decreased orders will be billed at the appropriate reduced column price, as long as production has not been completed. Changes to orders must be faxed or emailed.


Q. Can you drop ship my order to multiple locations?
A.
Yes, add $5.00(z) per destination when provided via email or disk in Excel or CSV format to our specifications. Contact Customer Service for a file template.


Q. Do you ship internationally?
A.
Yes


Q. What is your standard lead time?
A.
Please allow approximately 10 to 15 working days from final art approval. Orders larger than published quantities may require more time. Production time begins when a purchase order has been received, final production information including artwork, personalization and proofs have been approved and payment has been received or credit terms have been established.


Q.Do you do Rush orders?
A.
Yes, orders requiring faster than published lead times may be accommodated based upon factory capacity. Contact Customer Service to ensure rush service is available for the product you're interested in.
EXPEDITED SERVICE: orders shipped in 6 working days or less from final art approval, add 25% service charge or a minimum charge of $35(z) plus appropriate air shipping charges.
You will be advised of any Expedited Service charges prior to production and charges will be applied to invoice.


Q. How do I safely care for my award?
A.
There are different care instructions based on the type of material.

Acrylic Awards - Clean with warm water and a small amount of liquid soap, rinse, and dry with a soft cloth. AVOID household cleaners such as Windex of 409 which can dull and reduce the clarity of acrylic.

Crystal and Glass Awards - A soft cloth will lift dust and prevent smudging. Hard to reach areas can be sprayed with compressed air cans. If window cleaner is used, DO NOT spray the cleaner directly onto the crystal or glass. Instead, spray it onto the soft cloth and wipe the crystal or glass.

Trophies, Wood and Marble Awards - A soft cloth will lift dust and remove smudges.