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How can I contact you?
Click on the Contact Us link in the Customer Service menu.
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What are your hours?
Normal Business hours
Monday - Friday 9:00 am through 5:30 pm Eastern Standard Time.
Summer Hours from Memorial day to Labor day:
Monday - Thursday 9:00 am through 5:30pm and Fridays from 9:00 am through 3:00 pm Eastern Standard Time.
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How do I know I will be satisfied with my purchase?
To ensure there are no surprises, for each order that we customize with engraving, we will email you a proof to ensure there are no errors when your order arrives. Please see our return policy for additional details.
Our highly trained professionals produce the engraving on state-of-the-art equipment. We take pride in our ability to provide an aesthetically pleasing award. Collectively, our staff has over 50 years of engraving experience. We are here to satisfy you and want your return business and your referrals to friends and associates.
In the event we make an error, we will replace the incorrect piece(s) as quickly as possible at our expense. If the error was on your part (i.e. incorrect spelling for a name) we will still replace the incorrect piece as quickly as we can for a reduced fee. Regardless of the nature of the error, we will make every effort to have the corrected awards to you in time for presentation.
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What is your turn-around time?
We ask for five to ten working days for most orders, not to include the time required for shipment. However, we understand the many factors that impact the schedule a customer might prefer. As they say “things happen” and we attempt to minimize the stress of an unplanned deadline. It is not our policy to charge for rush service unless costs are imposed on us during the process. If you have a date that you need your items by please just communicate that date with us and we will let you know if it can be accomodated or not.
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Do you create custom awards?
Yes. We can work from your ideas or we can help you create a custom award.
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Do you engrave on items not purchased at your website?
Yes. Assuming the item is engravable. Simply call and explain what you have and what you would like engraved and our staff will be happy to give you a quote and instructions to proceed with the order process.
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Do you provide proofs?
Proofs are emailed to the address you provided us at the time of your order. There is no charge for this service, unless redundant copies are requested (i.e., six plaques having the same layout with only a name change on each).
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Can you engrave my logo?
Yes. We do require that you send either a good digital image via email to artwork@customengravinginc.com or a hard copy which you can mail to Custom Engraving, Inc., 889 - 76th Street SW #20, Byron Center, MI 49315.
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Do I have to have permission to have another company's logo engraved on my purchase?
If you are an authorized business partner, representative, reseller, or distributor of that company's goods or services, and/or are using the logo in a professional capacity, you likely are using the logo in an acceptable manner. If your motives are questionable, then you may be breaking a variety of applicable copyright laws. If you have concern about this issue, we suggest you contact the company or your legal council first. Custom Engraving, Inc. will not be liable for inappropriate or unauthorized uses of 3rd party logos or other copyrighted/patented materials.
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What forms of artwork should I send in for my order?
We prefer black/white camera ready artwork. We will accept files in .eps, .pdf, or .ai, as well as .jpg, .gif, .bmp. All artwork submitted as a .jpg, .gif, or .bmp should be high-resolution
Artwork is only as good as you provide. Simply because the art file is an EPS or AI format does not mean it will be clean and useable. Faxed, scanned, or art which has been reproduced numerous times will not improve and will not look its best without additional clean up efforts. Please do not submit web graphics as they are produced in a resolution setting (generally 72dpi) that is too low for our processes to reproduce attractively. We reserve the right to refuse any artwork that will not meet our standards of product quality when reproduced with our equipment and processes.
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What if I don't have the right kind of artwork file?
Send us what you do have and if it is not usable for engraving, we can create the proper type of artwork from almost any low resolution image. A small fee per image may apply for this service. Contact us for details.
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Do you keep previous orders on file?
Yes. We keep layouts on the computer for repeat orders. So if you do an award every month or every year this will insure they look the same each time.
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Do you offer other items other than what is on your website?
Yes. Please email sales@customengravinginc.com or call 866-878-5644 if you are looking for something that you don't see on our website.
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How do you ship orders?
All orders are shipped via UPS to locations within the continental United States. As such, we cannot accept orders to PO Boxes. At checkout you will be presented with shipping options and the UPS rate for shipping your order.
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What if I receive a damaged item?
Custom Engraving, Inc. makes every attempt to ensure your order is insured during shipping and packaged properly to avoid damage. As such, we have very few returns because of damage. However, if your order should arrive damaged, email or call us immediately to get a return authorization number. Also, save the packaging and the damaged item(s) for insurance reasons. Then notify UPS immediately to examine the packaging and the damaged item.
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Is it safe to pay with a credit card online?
It is actually safer to pay online with a credit card then it is in real life. When you hand your credit card to a store clerk, wait staff, or other employee, there is always the risk that they could copy your credit card information and make unauthorized use of your card, or worse, steal your identity. When you purchase online with Custom Engraving, Inc., only secure payment computers see your full credit card number and other sensitive information. We are only able to see the last 4-digits of your credit card number. In addition, your payment information is encrypted with the strongest legal encrytion allowed by law as it travels the electronic payment network.
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How much does engraving or etching cost?
Don't bother counting letters or words because we don't charge per letter, we include all engraving right in the price of your awards.(unless poor artwork of a logo is submitted then there may be a fee to clean up the artwork)
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