Question 1

WHAT IS VECTOR ARTWORK?

Accepted Answer

The technical definition of vector artwork is complicated. In a nutshell, vector files define a graphic by using mathematical algorithms, which allow the image to be scaled or modified without loss of image quality or resolution. Please check out the Art Info for more information.

Question 2

HOW MUCH IS ETCHING?

Accepted Answer

APG’s etching set-up is FREE! This means you will receive ONE etching location FREE. Normally, you will only need to etch on one location. If you happen to choose a piece that has multiple etching locations, the charge for additional etching area is $10 per each location.

Question 3

WHEN WILL I RECEIVE MY PROOF?

Accepted Answer

Allow up to 48 max hours for initial proofs to be created. All proofs will be submitted to you via email.

Question 4

HOW CAN I BE SURE THAT MY PERSONALIZATION AND LAYOUT WILL BE CORRECT?

Accepted Answer

Pieces will not be etched until the artwork has been approved by you, so that we can guarantee that your awards will turn out exactly as you see them in the proof.

Question 5

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

Accepted Answer

In general, most orders will ship out within 48 hours from final artwork approval. Once it’s shipped, it may take anywhere from 1 business day to 5 business days, depending on the Ship To location. Orders over 30 pieces may take 3-7 business days. Orders will only be shipped out Monday through Friday.

Question 6

CAN YOU DROP SHIP TO DIFFERENT LOCATIONS?

Accepted Answer

Yes, we can ship directly to any location within UPS or FedEx service areas. In addition to shipping costs, a charge of $10 per package will apply.

Question 7

HOW MUCH IS SHIPPING?

Accepted Answer

Shipping costs are calculated by weight, size and destination of the order.   Orders over $300 will ship free of charge via UPS Ground.

Question 8

HOW DO I SPEAK WITH A LIVE PERSON?

Accepted Answer

You can speak with one of our awards/promo gurus live Monday to Friday, from 9AM to 5PM PST via Live Chat, or you can call  at (949) 387-5661 between the posted hours. One of our awards/promo gurus would be more than happy to speak with you!

Question 9

HOW SECURE IS MY ONLINE TRANSACTION?

Accepted Answer

We have partnered with Authorize.net one of the leading payment gateways since 1996, to accept credit card payments safely and securely for you. Awardspromoguro.com is also protected by SSL certificate by GoDaddy.com.

Question 10

HOW CAN I CHECK THE STATUS OF MY ORDER?

Accepted Answer

You can view all your orders in your account by logging in to view your order status, chat with us by click CHAT button in our website or contact us via e-mail or call to speak with one of our awards/promo gurus at 949- 387-5661. Available Monday through Friday, from 9AM to 5PM PST.

Question 11

WHAT IF I STILL HAVE MORE QUESTIONS?

Accepted Answer

That is no problem at all! We would be happy to answer any other questions you may have via live chat, phone or email. You can contact us using the Live Chat via our website, via e-mail at sales@awardspromoguru.com or call to speak with one of our awards/promo gurus  at (949) 387-5661. Available Monday through Friday, from 9AM to 5PM PST.

Question 12

IS THERE A MINIMUM REQUIREMENT?

Accepted Answer

There is not a minimum requirement for awards. Promo items may have a minimum requirement. Minimums also apply to custom designs, on a project by project basis.

Question 13

CAN YOU CREATE CUSTOM AWARDS?

Accepted Answer

Yes! If you want something more unique, we can create a one-of-a-kind award for you. Please e-mail all the details to APG. Please refer to the Customs info under the General Information for requirements and more detailed information.

Question 14

DO ALL AWARDS COME IN A PRESENTATION BOX?

Accepted Answer

No. All crystal and glass awards come individually packaged in a deluxe red gift box. Wood awards do not come in a gift box.

Question 15

CAN I CANCEL MY ORDER AFTER IT HAS BEEN PLACED?

Accepted Answer

Yes. Sometimes artwork is designed and sent out in less than 24 hours. If you would like to receive a full refund, you must cancel your order before you receive artwork for proofing. You will need to Contact Us  as soon as possible if you need to cancel your order to receive a full refund.

Orders can still be canceled once the artwork has been sent for approval but will be subject to a 10% cancellation fee for the work that has already been done. That means if you have already received artwork for proofing when the order is canceled, you will be charged the 10% fee. The cancellation fee will be taken out from your refund.

Orders are usually processed the same day you finalize your artwork. So if your order has already started the production stage, you will be charged for all pieces that have been completed.

Question 16

CAN I RETURN PRODUCTS?

Accepted Answer

Yes. Only blank awards can be returned. Since most items are personalized, personalized items cannot be returned.

Question 17

WHAT IF MY AWARDS ARRIVE BROKEN?

Accepted Answer

In the event of your order arriving damaged, be sure to save ALL of the original cartons and packaging material for inspection, along with the damaged goods. All damage claims must be made with APG within 48 hours of receipt so a claim can be filed with the carrier. For more information, check out the General Info.

FAQ

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