Award FAQ | Your Questions Answered

Fun Facts, Definitions, and Behind the Scenes Details so you can be an award buying expert. But please do not hesitate to call 1-800-343-3166 between 9am and 5pm or email us anytime at customerservice@fineawards.com with any of your questions. WE ARE HERE TO HELP

What Is Vector Artwork?

Vector line art allows the image to scale up or down without blurring pixels. It allows us to work efficiently with your logo to achieve the best possible etch on your awards. We will accept tif, gif, jpg, png and pdf files; however, we will need to convert these to vector at a rate of $25.00. For more information please visit our Artwork Info page.

If you choose to create your own layout, please follow these simple rules:

When Will I See A Proof?

Depending on whether your order is a rush or standard production time, proof schedules may vary. For rush orders, you should see a proof within 1 business day. For orders that have a standard turnaround time, please allow 1 to 2 business days for your proof to arrive.

Please note: In order to ensure customer satisfaction, we proof all orders which require personalization and engraving. Customer revision and approval of graphical proofs is required for all engraved orders. We will not proceed with final engraving until customer's approval is received.

We ask customers to reply to proof emails within 24 hours whenever possible to avoid shipping delays. Late approvals from customers may require expedited shipping methods.

Once you have approved the proof, responsibility for any mistakes shifts to the client. In this unlikely circumstance, FineAwards offers a courtesy discount to replace your awards.

How Much Is Engraving?

Etching is FREE and includes one surface area with logo, text and personalizaton. Additional sides will add $10 per area. No hidden fees!

When Will My Order Be Ready?

Please allow 5-7 business days from art approval for shipping

Please note: You do not need your artwork, text or personalization to place an order. It is important we get the order process started by cutting, polishing, and prepping your awards first. You can send you artwork a few days later to help ensure your pieces arrive on time and are ready to etch.

Do You Do Rush Orders?

Due to the unique manufacturing process along with on-demand personalization and customization options, many of products require processing and production time as indicated on the product pages. Some of these processes can be expeditated at the cost of "fast tracking" – putting your order ahead of others and increasing production bandwidth – and by upgrading to a faster ship method. Please note: Not all products and decoration methods can be rushed.

Please do not hesitate to call 1-800-343-3166 between 9am and 5pm or email us anytime at customerservice@fineawards.com with your rush request.

Note: Production time doesn't begin until final art approval. If you do not response within 48 hours after the art proof is sent, your order will automatically go into production to avoid any delays.

Orders with an event date submitted and approved for production by the customer, which allow for fewer processing, production and/or transit days than required to meet the event date are subject to additional charges. Our team will always choose the lowest cost and most effective way to meet your event date such as waiving the proof process, upgrading the shipmethod, and/or cutting down days of production. Rush Fees can run anywhere from 25% to 100% of the item retail value. Please see our shipping table for the various available expedited ship methods. These changes/charges will be automatically applied to your order, and you will be sent a revised sales order.

Do You Offer Discounts To Non Profit Organizations?

We work with a number of non profit organizations like Cystic Fibrosis, Ronald McDonald House, and Big Brothers/Big Sisters just to name a few. We offer amazing service and low prices on all our stock items. Please provide your tax exempt form so we can ensure your order is processed correctly at time of billing.

What Is A Setup Charge?

Unlike other companies, setup is included FREE of charge as long as you provide your artwork in the above mentioned format (vector art). A setup charge will only apply if we have to convert your artwork to vector. Custom awards also may require setup charges.

Can You Color Fill?

We do offer a few choices for color filling your awards. We feel that the beauty and perceived value of crystal and glass lends itself best to the simple, classy sand etched frosted look but we offer a choice of color. Please contact our customer service team to inquire about color fill and charges.

Can I Get A Sample First?

Samples are available by request and are shipped blank without etching. Glass awards will ship unglued. Most samples can ship same day with the exception of clear glass awards which may need to be cut to order. Samples are billed at the online price and you have 30 days to return and receive credit. The cost of shipping the sample is non re-fundable.

Can You Create A Custom Award For Me?

Custom awards are our specialty. We can create almost any design to fit your needs. The best way to get your project started is to fill out the Custom Awards Form located on the custom awards page or by clicking the highlighted link. All we need is your ideas, quantity, budget, and timeline. We will take care of the rest.

Do You Have Minimum Orders?

No. You can order one of any of our pieces. Minimums only apply to custom designs but this is on a project by project basis.

Can I Cancel My Order After It Has Been Placed?

You have until the end of the business day on the day your order is placed (5:00 pm EST) to cancel your order for a full refund. If canceled within 24 hours a 20% restock fee will apply. Orders cannot be canceled once proofs have been sent for approval unless prior authorization is received.

What If My Awards Arrives Broken?

We take the utmost care in packaging and shipping your pieces however accidents may occur. We must be able to file a claim with the carrier so it is imperative that any damages are reported within 48 hours of receipt, and all packaging is retained for inspection. If you receive damaged awards we will take care of all costs required to replace your awards free of charge before your event. See our 110% Guarantee for more details. Failure to report damages within 48 hours or failure to retain packaging may nullify our claim with the carrier and charges to you may apply.

What If My Award Arrives Etched Incorrectly?

We take great care to ensure accuracy on all of our awards. Internal policies are in place to ensure we etch only and exactly what you approve though mistakes may happen. If you receive awards etched differently than your approved artwork we will take care of all costs required to replace your awards free of charge before your event. See our 110% Guarantee for more details.

Do You Ship Internationally?

Most of our pieces ship within the United States and Canada. We can ship internationally as long as you provide a UPS or FedEx number for 3rd Party shipping. A $20.00 per address for handling will apply. All orders must originate from US or Canadian addresses. We do not accept any orders that originate overseas. Free shipping applies to select items shipped via UPS Ground in the continental United States only.

Can I Order Bulk To Use At A Later Date?

Yes, we call this a Release Program. The benefit is that you get our quantity discount and your awards are ready to etch any time you need them. Payment on the total quantity is due when order is placed.

Can You Drop Ship Awards To Different Locations?

Yes, when checking out, you can select to multiship your order. There is a small handling fee of $10 per address. To let us know all the addresses, please download and fill out this easy to use Excel Sheet: DOWNLOAD NOW. After you have filled it out please email it customerservice@fineawards.com with your order number so we can process your shipments.

Free Shipping Items and Offers do not apply. Standard shipping and handling charges will apply unless you are using your own shipping account.

Do All Awards Come In A Presentation Box?

The item detail page describes the exact packaging available for our awards. In a few cases, due to the size of the award packaging may not be available.