Production & Turnaround
How long does production take?
Standard production turnarounds vary by product and method of customization (see product pages for specific timelines). However lead times can typically be broken down as follows:
- Die Cast: 25 working days
- Engraved Wood: 20 working days
- Engraved Metal: 10 working days
- Full Color Imprint: 10 working days
- Pad & Screen Print: 10 working days
Do you offer rush services?
You bet! Check out the rush options listed on each product page, or give us a call at 510-394-4174 to discuss your options.
Artwork & Design
Do you offer graphic design services?
Absolutely. We are committed to providing only the very best in exceptional design with a design team comprising top level talent in the industry. Design services start at $65 per hour. Call us at 510-394-4174 or email firstname.lastname@example.org to get started.
Will I receive an artwork proof?
Yes! All custom orders receive a digital proof prior to the start of production, typically within 24-48 hrs (excluding holidays and weekends) of the order being placed.
Why do I need an artwork proof?
An artwork proof allows you to double-check the accuracy of your artwork, spelling, etc, and make any corrections before production begins. Once your artwork proof has been approved and the goods have been produced, they are not eligible for refund or return unless deemed defective.
What kind of artwork files do you accept?
Vector files such as Adobe Illustrator AI, EPS or PDF files are preferred.
Second best are high resolution (300dpi or better) JPG, PNG or TIFF files. To upload multiple files at once you will need to compress your files into a ZIP file.
You can upload your files at the time of your order, or email directly to our design department at: email@example.com
Payment & Shipping
What forms of payment do you accept?
We accept Visa, MasterCard, American Express and Discover, as well as payment made by check.
Due to the highly customized nature of each order, all orders, unless otherwise specified, must be paid in full prior to production.
Please note, we are no longer offering payment terms at this time.
Should your payment by check be returned by the bank for reasons of insufficient funds, a Returned Check Fee in the amount of $25.00 will be added to your invoice and is due immediately upon receipt.
How will my order be shipped?
Most orders will ship via USPS Priority Mail or UPS Ground.
For questions regarding expedited shipping and LTL freight services please call 510-394-4174.
Can I ship orders to multiple locations?
Yes. We offer drop ship services for a flat fee of $8 per location for every address after the first.
Do you ship overseas?
Yes. However please note that we are not responsible for any additional fees that may be incurred due to customs, clearance, transfers, local taxes, etc. Any and all additional fees are the sole responsibility of the receiver.
What if my order is lost or damaged during shipping?
We are not responsible for goods lost or damaged during transit, or those that do not arrive on time due to carrier negligence, misconduct or weather related instances. We advise you to contact the carrier directly should any of the above occur.
What is your refund policy?
Due to the highly customized nature of imprinted products, only blank (non-imprinted) products or product that has been deemed defective can be returned for refund or exchange.
Product that either you or a client has re-sold to a third party and which is no longer in their possession (due to 3rd party sale etc), is not eligible for refund or return.
How do I make a return claim?
We must receive correspondence stating your intent and reason for return within 15 days from the date of delivery. Before a request for return can be validated, you must obtain an Return Authorization / RA# from customer service. Once the goods have been cleared for return, refunds will be issued to the original credit card used at the time of purchase, less shipping costs.
To obtain a Return Authorization, please contact customer service at 510-394-4174, or email firstname.lastname@example.org
- All returns must be sent in the original package; in the same condition it was received. The RA # must be affixed to the package. Shipments without a Return Authorization will not be accepted.
- Returns received without a Return Authorization / RA# will not be refunded or replaced.
- A 15% restocking fee will be incurred for the return of blank goods.
- We are not responsible for any shipping, handling or restocking costs incurred by you, your customer or your client when returning or exchanging goods.
What if I need to cancel my order?
Orders cancelled after proof approval will be refunded in full, less $45.00 for proofing services.
Orders cancelled once production has begun will be credited only for the amount of product that has not yet been produced, less any set-up fees accrued.
We take great pride in our products and stand by our commitment to provide only the best in workmanship and materials.