FAQs

Employee Recognition Awards - Ordering, Engraving Costs, and Artwork Specifications

 

Order Process
How do I order?
What is the turnaround time?
Do you offer rush service?
How can I check the status of my order?
What are your setup charges?
Do you offer quantity discounts?
Can I order samples?
Is there a minimum order requirement?
Can products be returned?

Artwork
How do I submit my artwork?
What types of artwork files do you accept?

Engraving
How do I submit my engraving information?
Will I receive an engraving proof before you begin work?
How much text can I have engraved?
What are my font choices?
How do you engrave on crystal and glass?
How much does engraving cost?

Shipping
How will my order be shipped?
How much does shipping cost?
Do you offer shipping insurance?
Do you ship to P.O. Boxes or APO/FPO addresses?
Do you ship internationally?
Do you offer drop shipments to multiple locations?

Payment
What forms of payment do you accept?
Do you charge sales tax?
When will my credit card be charged?

General
Do your products come with individual packaging?
Do you have a showroom?
Do you share my email address and/or other personal information with others?

 

Order Process 

HOW DO I ORDER?
The HOW TO ORDER page provides information about ordering methods, artwork requirements and the step-by-step ordering process.

WHAT IS THE TURNAROUND TIME?
When final approval of the engraving proof(s) is received, orders are normally shipped within 3-5 business days. From the day you place your order, including time in transit and proof review, orders are typically in your hands in 8 - 10 business days.  Our goal is to meet your deadline.  Please call to discuss your specific needs.  We offer rush service and will make every effort to accommodate your deadline requirements.

DO YOU OFFER RUSH SERVICE?
Yes.  Orders which must ship in less than 5 business days from the date of final proof approval are considered rush orders. We do not charge for this service, other than the cost of expedited shipping to bring the crystal or glass to our engraving facility. We will make every effort to accommodate all rush service requests. However, because stock levels can vary, we cannot guarantee that rush service is available at all times.  Any additional charges will be quoted before we proceed,  Please feel free to call or email us. We’re here to help!

HOW CAN I CHECK THE STATUS OF MY ORDER?
From beginning to end, we will be in close contact with our customers and our goal is to keep each customer well informed of the status of their order. If at any time you have questions or concerns about your order or our products, please feel free to call or email us. We’re here to help!

WHAT ARE YOUR SETUP CHARGES?
Setup is included free of charge for all of our products when logos or artwork are provided in high resolution format. If this format is not available, we offer a Logo Conversion Service for a one-time fee of $25.00. Once logos are converted they are saved for unlimited use on your future projects.

DO YOU OFFER QUANTITY DISCOUNTS?
Yes. We offer aggressive quantity-based discounts for every product we sell. Quantity discounts are displayed on each product details page. If the quantity you desire is significantly larger than our "end column" lowest price quantity, please feel free to call to discuss. In many cases we can offer additional discounts based on large quantity orders.

CAN I ORDER SAMPLES?
Yes. The guidelines for ordering samples are as follows:

  • A total of three sample items may be ordered per request. We will send either a blank sample or an engraved sample from our showroom.
  • Credit card payment for samples and freight is required at the time of order.
  • The sample items must be returned undamaged, in their original packaging within 30 days of receipt to obtain full credit.
  • Sample items which are not returned, or returned damaged, will not be credited.
  • Epic Engraving will not issue refunds for merchandise returned after 30 business days or merchandise returned damaged.
  • Pre-production samples (specifically engraved) are not returnable.

Note: Customers may also use their own freight accounts if desired.  Customers agree to pay all shipping, insurance, and handling charges incurred during shipping the sample items back to Epic Engraving.

IS THERE A MINIMUM ORDER REQUIREMENT?
No. All orders, regardless of size, are welcome.

CAN PRODUCTS BE RETURNED?
Your final approval of the engraving proof(s) for your project constitutes permission to commence production. Because of the extremely custom nature of our work, and the fact that engraved materials cannot be “recycled”, we do not accept returns of completed merchandise. All sales are final.
If orders are cancelled prior to final approval, the customer agrees to pay for any work that may have been completed up to the time of cancellation, such as special setup charges or artwork cleanup charges.

Artwork 

HOW DO I SUBMIT MY ARTWORK?
Artwork files may be submitted via email, as an attachment. When orders are placed online, customers receive an automated confirmation email with instructions on providing artwork and text for engraving. Customers may simply reply to this email and attached any necessary files. Camera ready artwork may also be sent via mail on a CD or printed on white paper for scanning.

WHAT TYPES OF ARTWORK FILES DO YOU ACCEPT?

Artwork Requirements:

  • "Camera-Ready", High Resolution Artwork (Also called "Vector-Based" Artwork)
  • All Black and White (No colors, shades, shadows, etc.)
  • Adobe Illustrator (.ai) files -or- Illustrator EPS (.eps) files preferred

When creating a beautifully engraved award, we must begin with high quality artwork.  In order to expedite your orders, please submit camera-ready (vector) artwork.  Camera-ready artwork should be all black and white, with a minimum of 600 dpi resolution.  The artwork should not appear pixilated or fuzzy. Vector graphics can be easily resized/scaled to fit the engraving area with no loss of quality or resolution.

Artwork that is not camera-ready or submitted in non-digital format may require additional touch-up, scanning or conversion to the proper format.  For example, low resolution printed artwork or low resolution artwork sent in bitmap format would require conversion to a high resolution, vector type file.  Bitmap file types include .tif, .bmp, .gif and .jpg. 

We understand that in some cases, artwork may simply not be available in high resolution.  Not a problem.  We offer a Logo Conversiont Service and can make high quality vector art from almost any file type.  The cost for this service is a flat $25.00 per logo. We will not convert logos or artwork without first discussing with customers.  The upside to logo conversion:  Logos are kept on file for unlimited use in future projects, so the conversion is only paid for one time.

Additionally, submitted artwork may contain thin lines and/or reverses which may not reproduce correctly when engraved. We reserve the right to make slight adjustments to artwork or text in order to make suitable for our engraving process.  Submitted artwork and logos are assumed to be to be in full compliance with trademark and copyright laws.

Engraving

HOW DO I SUBMIT MY ENGRAVING INFORMATION?

Submitting your engraving information is easy, and happens AFTER your order is placed.  When you complete the order steps and press the "Place Order" button, you will be sent an automated email response with your order confirmation and instructions on submitting your engraving information.  Simply REPLY to the email and send your engraving information.  This vehicle allows the customer to not only type text for engraving, but also to attach any associated files, such as artwork files, Word documents, Excel files, etc.  

When providing engraving information for multiple items, please indicate the specific item numbers or names associated with your engraving instructions.

Please feel free to call us at 888-204-9852 with any questions regarding the order process or sending your engraving instructions.

WILL I RECEIVE AN ENGRAVING PROOF BEFORE YOU BEGIN WORK?
Yes. When we receive your engraving information, we will prepare an engraving proof for each item ordered, which will be emailed to you in PDF format. You will be asked to review the proof(s) and reply back with changes, corrections or approval. If any changes are needed, a revised proof will be emailed. When you are satisfied with the engraving layout and we receive your final approval via email or in writing, we will commence work on your project. We will never begin production without your final approval of the engraving proof(s).

HOW MUCH TEXT CAN I HAVE ENGRAVED?
Our goal is to engrave exactly what you would like engraved and we try not to put limits on the amount of text you submit. Occasionally, there may be cases where extremely long sections of text, such as mission statements, poems, etc., may require extra typesetting time, or simply may not fit in the engraving area. We will do our best to accommodate all engraving requests. However, if the submitted text is excessive, there may be an additional set-up charge to cover the additional layout time required. We will always discuss this with you before we begin the layout process.

WHAT ARE YOUR FONT CHOICES?
We offer many traditional and contemporary fonts from which to choose in serif, sans serif, block and script styles. View our font selections

HOW DO YOU ENGRAVE ON CRYSTAL AND GLASS?
Our engraving process is called sand carving. Also known as sand blasting, it is the method we use to delicately engrave our crystal and glass products. This method is widely regarded as the superior method of permanently engraving glass and crystal and is renowned for producing stunningly beautiful and detailed results. Sand carving is accomplished by directing a fine stream of abrasive material projected with compressed air, to permanently engrave glass, crystal, stone and other materials.  Sand carving is still done, as it has been for over 100 years, completely by hand.

HOW MUCH DOES ENGRAVING COST?
Standard engraving is included in the price of each product.  "Standard" means engraving in one location on an item.  Upon request, we can engrave multiple locations on many of our products.  The charge for additional engraving is $10.00 per each extra location.

Shipping 

HOW WILL MY ORDER BE SHIPPED?
Our standard shipping service is via FedEx. We can also ship via other carriers and use your account number if requested. After your project has shipped, you will receive the tracking information via email.

HOW MUCH DOES SHIPPING COST?
Shipping costs are calculated based on your location, type of service requested and the size/weight of the box being shipped. Shipping cost estimates are quoted during checkout. In some cases, the deadline indicated on your order may require that the order be shipped using expedited service. We will quote any necessary changes to shipping method or costs before commencing production.  All shipping charges include a small handling fee.

DO YOU OFFER SHIPPING INSURANCE?
All of our shipped products are packed to exceed the FedEx safe packaging requirements and are insured for full replacement value. In the unlikely event that damage occurs during shipping, we sincerely apologize and ask that you contact Epic Engraving within 3 business days of receipt of merchandise so we can initiate a claim. You must keep all original packaging and shipping box for inspection by the carrier. Important: we are not liable to replace any damaged item if you do not have the original shipping box/packing materials, as this will void the shipping insurance. Verified damaged items will be replaced at no charge.

DO YOU SHIP TO POST OFFICE BOXES OR APO/FPO ADDRESSES?
No. Federal Express and other carriers such as UPS and DHL require a physical address for shipments.

DO YOU SHIP INTERNATIONALLY?
We generally ship only to clients in the United States. 

DO YOU OFFER DROP SHIPMENTS TO MULTIPLE LOCATIONS?
Yes. We can drop ship direct to a different address or multiple locations. There is no additional charge for this service.

Payment

WHAT FORMS OF PAYMENT DO YOU ACCEPT?
Epic Engraving accepts Visa, MasterCard, Discover and American Express. Sorry, we do not accept personal checks or ship C.O.D.
Purchase Orders: First-Time orders require credit card payment.  For subsequent orders we will consider establishing terms and accepting purchase orders from accredited US companies and organizations, however Epic Engraving reserves the right to approve, deny or establish credit terms for any company or organization. Please contact us to discuss credit terms. Companies or organizations on credit terms must submit a purchase order via email or fax before an order will be produced.

DO YOU CHARGE SALES TAX?
North Carolina Sales Tax will be added for sales to North Carolina clients. Out of state clients are tax-exempt. North Carolina tax-exempt organizations, such as non-profits and churches will not be charged North Carolina sales tax, however we must have a copy of the organization's tax exemption form on file.  Tax Exemption forms may be emailed or sent by mail.

WHEN WILL MY CREDIT CARD BE CHARGED?
Payment is due upon your final approval of the project engraving proof(s). Your credit card will be charged at that time. A copy of your paid invoice will be emailed to you upon completion of the project.

General 

DO YOUR PRODUCTS COME WITH INDIVIDUAL PACKAGING?
Yes. Most of our products include deluxe individual packaging.  This is included in the price of the item.  At minimum, all items will include protective packaging.

DO YOU HAVE A SHOWROOM?
No.  Local customers are welcome to pick up orders at our Raleigh, NC engraving facility, however our "showroom" is our website.  Please feel free to visit www.epicengraving.com or call us to discuss your order.

DO YOU SHARE MY EMAIL ADDRESS AND/OR OTHER SENSITIVE INFORMATION WITH OTHERS?
No. Epic Engraving is committed to customer confidentiality. Unless required by law, we will never sell, share, rent, or distribute your private information.