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Frequently Asked
Questions


questions about crystal awards
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Placing
Orders


Artwork
Graphics



Custom
Awards



Payment
Methods


Shipping
Information


Security
Policy

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Turn around / Production time


Standard award and trophy orders typical turnaround time:
Project proofs - within 24 hours of order submission
Production Time: 5-7 business days after customer's proof approval
Shipping: 1-4 days (Next Day, 2nd Day, 3 Days select and Ground Methods)
The time to complete your order may vary based on quantity and item availability.


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Rush Orders


Rush Production of ANY award or trophy
We can expedite award production to 1, 2 or 3 business days depending on your deadline.
Rush production fees are per award and they are:
$100.00 per award or trophy for 1 business day production
$75.00 per award or trophy for 2 business day production
$50.00 per award or trophy for 3 business day production
Rush production charges cover our cost of delivering award components to our production facility, fabricating and engraving an item within the deadline provided by the customer.
Rush production charges do not cover shipping cost to the customer.
Shipping charges are added to the order total and are in excess of rush production charges.
Prior to placing your rush award order please call 773-531-2202 to ensure product availability.

Rush Award Inventory
We reserve a select number of award styles and stock them for rush orders.
These award projects are typically processed within 2-3 business days.
We do not charge rush production fees on rush award inventory if these items are available in stock.
Please browse our rush award and trophy selection.
Prior to placing your rush award order please call 773-531-2202 to ensure product availability.

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Shipping Time In Transit


Shipping time in transit varies from 1-4 business days depending on the shipping method and the delivery location.
To see how fast UPS delivers a Ground package to your location click on this UPS Ground Map.

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Artwork Requirements (Logos and Custom Design Images)


To expedite your orders, please submit camera-ready artwork. We recommend submitting vector graphics so we can easily resize the graphics to fit the engraving area.

We accept the following types of digital Camera-Ready graphics media Electronic vector file. Conforming to the following formats: vector .AI,.EPS or .PDF . Black and white.

Artwork that is not camera-ready or submitted in non-digital format requires additional touch-up and reconstruction. Example: JPG file, non-vector .AI or .EPS file, Black and White 600 dpi Artwork printed on white paper and scanned. Our graphical designers electronically reproduce printed artwork to digital camera-ready art. Additional charges may apply if non-camera artwork is submitted.

Some thin lines and reverses may not reproduce at the thickness or size submitted. We reserve the right to make slight alterations in artwork, text and logos in order to adapt to engraving process. Submitted artwork and logos is assumed to be to be in fill compliance with trademark and copyright laws.

Customers agree to allow Crystal Art USA, LLC to display their logos and personalization copy with intend of demonstrating examples of work to potential clients.

If you choose to create your own layout file, please contact us for active etch space and follow these rules.

Save your vector file in .AI or .EPS format
No fonts smaller than Arial 12 points
All graphics converted to black and white
All fonts converted to outlines
No vertical /horizontal lines thinner than 1.3 point
All objects are vector - no raster images
No linked/ embedded objects within a file



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Set-up charges and Free engraving


Text layout set-up and standard text engraving is FREE on all of our crystal awards and trophies.

Set-up charges $35-$75 are applied to orders that require logo and custom artwork engraving. Set-up fee for camera-ready artwork is $35.00. Set-up fee for all other artwork formats is $75.00. In order to best reproduce graphics or logo on the crystal award, we have to adapt logo or graphics to engraving procedure. This procedure may require some color / line thickness adjustments of the graphic file.

Free engraving is limited to deep etching of one side at one time per each item. If a customer wishes to engrave multiple sides of one award or trophy, we charge a multiple side engraving fee. The multiple side engraving fee is PER SIDE / PER ITEM. The fee is $25 for a trophy or an award and $10 for a paperweight. If the item needs to be engraved for a second time, at a later date, the engraving charge is $45.00 per time.


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Project Proofs


In order to ensure customer satisfaction, we proof all orders which require personalization and engraving. We strongly encourage customers to proof-read and spell-check personalization text prior to order submission. 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.

All personalization text changes, including spelling corrections and layout changes require a new proof. We provide up to two complimentary graphical proofs for each order. All additional proofs, layout, spelling and personalization changes requested by the customer will incur a $15.00 charge per proof.

We ask customers to reply to proof emails within 24 hours so as not to effect expected date of shipment. Late approvals from customers may require expedited shipping methods or in some cases rush production charges.

Crystal Art USA, LLC. does not take financial responsibility for the incorrect spelling of personalization text provided by the customer. It is the customer's responsibility to spell check and proof read personalization text prior to submitting their orders. Customers are responsible for the charges they have authorized. We strongly encourage our customers to carefully review the proofs before the product is permanently engraved.



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Colorfill


Colorfill is a technique of applying special paints on an etched area of glass or crystal. Colorfill may be used for logos, custom graphics or text. An image is first engraved by using a deep etching technique. Then engravers apply translucent or opaque glass paints on the engraved surface.

We do not offer an exact PMS (Pantone Matching System) color match. PMS color matching was introduced by the printing industry in order to standardize printer ink colors. Screen printing inks are different from glass and crystal paints used for colorfill. Therefore, PMS colors can not be matched exactly for glass or crystal paints. We can try to approximate PMS colors by blending basic glass color paints.

Colorfill charge is $25 per item up to 2 basic colors. We offer the following basic colors: gold, silver, red, blue, black. Please note that colorfill orders may require additional 2-3 days of production time. Not all graphics and logos are suitable for colorfill. Our graphical designers will determine if colorfill can be applied to custom graphics.


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Custom Made Products


Crystal Art USA, LLC. offers custom designed crystal awards and trophies. Customers must submit their design graphics, product dimensions, quantity required, per item budget, production deadlines and detailed specifications to our graphical design team at graphics@crystalartusa.com. We will review custom design requests are return production estimates at our earliest convenience.

Read article: Creating Custom Awards and Trophies


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Sample Production


We offer sample production on orders of 10 or more items. A sample is a finished product that includes logo and personalization. Sample production time is stanard 5-7 business days. A customer is charged a full price for the sample production.


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Blank Sample Request


A sample request is a merchandise purchase of maximum two blank items that can be returned within 7 business days upon receipt of the merchandise. A full payment for the merchandise, shipping, insurance and handling fees will be charged to the customer's credit card when the merchandise is shipped.

The customer assumes full liability and responsibility for the sample merchandise in transit and at their location. If the sample merchandise is returned to Crystal Art USA, LLC. within 7 business days; in the original packaging and original condition (brand new), the customer's credit card will be credited for the cost of merchandise only. Crystal Art USA, LLC will not issue refunds for merchandise returned after 7 business days upon customer's receipt of the merchandise or merchandise returned damaged. Customers are responsible for filing damage claims with the shipping carrier.

The customer agrees to pay all shipping, insurance, and handling charges incurred during shipping the sample items, including shipping and insurance of the merchandise back to Crystal Art USA, LLC. Shipping and insurance charges will be billed to the customer's credit card or waived if the customer uses their own shipping account.

Print and Fax Sample Request Form Here



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Minimum Orders


There is no minimum requirement for crystal award or trophy orders. If you order paperweights, we require that you order at least three.


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Payment Methods


We accept the following types of payments: Money Orders, Cashier's Checks, Corporate Checks, and the following Credit Cards (Visa, MasterCard, Discover or American Express).

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Credit Card Payment


Visa, MasterCard, Discover or American Express
We recommend submitting your credit card information via our secure web store, or faxing your card information to us. When providing credit card information, please include your order number, the type of card, the card number, the expiration date and your full name and billing address as it appears on the card. Information regarding account number and expiration dates as well as authorized signatures will be held entirely confidential.

When paying by credit card, you will be charged 100% of the amount stated on your order upon approval. This secures the merchandise and puts the order into production to be customized.

Please be sure to provide your exact billing address and telephone number--the address and phone number your credit card company has on file for you. Incorrect information may cause a delay in processing your order. You can be confident that your personal and account information is secure at Crystal Art USA, LLC. We employ the latest 128-bit encryption technologies, rigorous password protections, and limits on the number of people who have access to your information, all to guard against unauthorized access to your credit card information.

Check Payments
A Returned Check Fee of $25.00 will be assessed in the event a check is returned for Non Sufficient Funds. Products are shipped when the funds clear our bank. In the event your order is time-sensitive, we strongly recommend using a credit card.


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Purchase Orders


We accept purchase orders from accredited US companies and organizations. Crystal Art USA, LLC reserves the right to approve or deny purchase order terms. If you are granted payment terms, you agree that if you are late paying your invoice, a 1.5% per month (18% per annum) finance charge or the maximum charge permitted by law may be assessed against all accounts with past due balances. You agree to pay all the company's reasonable attorney's fees and all collection agency fees incurred in the collection of any amount owed hereunder and not paid when due.
Please email sales@crystalartusa.com to request purchase order terms approval.

Print and Fax Purchase Order Form Here

Purchase orders must be submitted on our purchase order form. Your purchase order form can only be accepted when accompanied by a unique PO number and the signature of the officer authorizing the purchase. We cannot ship products ordered from purchase orders until the purchase order documentation is on file and has been verified.

Purchase order terms must be pre-approved by our sales representatives. Crystal Art USA, LLC. extends 15-Day or 30-Day Net payment terms on all faxed and electronic purchase orders. After 30 days, all outstanding balances are subjected to a 1.5% financing charge per month.


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Tax Free and Resale Purchases


Businesses or individuals who ARE NOT located in the state of California are NOT subject to retail tax. Businesses located in California must complete the certificate of resale California Resale Form and fax it to us in order to be exempt from resale tax. Individuals who reside in the state of California are subjected to retail sales tax.


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Gift Wrapping


We offer a complimentary gift card on all orders. Elegant gift wrapping is available for $4.50 per box. Gift wrapping includes wrapping paper, ribbon and a card.


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Merchandise Exchange and Return


All sales and orders are final.
Due to the fact that our merchandise is personalized and made to custom specifications, it can not be returned. There are no refunds once your order is in production. If you have approved the artwork or graphical proof for your order, your order is in production and cannot be cancelled. In addition, we do not offer returns for blank items. All orders are considered custom.

Pre-production cancellation
The customer is liable to pay the agreed upon price for any work that may have been completed up to the pre-production time, if we are able to cancel your order. These charges may include but are not limited to setup charges, artwork preparation charges, shipping charges and restocking fees. The artwork set-up fee of $35.00 ($75.00 for non camera ready art), proof fees of $15.00 per proof page, and restocking fees (up to 40% of the total order) will be charged if the order is cancelled prior to production or proof approval. Rush fees are non-refundable.

Crystal Art USA, LLC. does not take financial responsibility for the incorrect spelling of personalization text provided by the customer. It is the customer's responsibility to spell check and proof read personalization text prior to submitting their orders. You are responsible for the charges you have authorized.
We strongly encourage our customers to carefully review the proofs before the product is permanently engraved. Your satisfaction is very important to us.

Merchandise Inspection and Claims
We strongly encourage our customers to thoroughly inspect all merchandise upon receipt. Production defects or flaws must be reported within 3 business days of merchandise receipt. Crystal Art USA, LLC. reserves the right to deny claims reported after 3 business days of merchandise receipt. To report production defect, please contact us via fax and include the following information: company name, contact name, contact phone number, list of merchandise received, and a note explaining loss or damage. Do not return merchandise without our authorization. All returns must be authorized in writing by a representative of Crystal Art USA, LLC. Unauthorized return shipments will be returned back to the customer at customer's expense. In the event of production defects, we will issue a refund or a replacement after we receive, inspect, and verify the defects in the merchandise. Production time of the replacement may vary between 3-7 business days.


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How much does shipping cost?


Shipping and handling is calculated by weight and varies according to the size of your order. Total weight of your order is calculated during the order process, and you will be able to choose from several shipping options before finalizing your order. It is easy to calculate shipping cost by using "Calculate shipping" feature. To calculate shipping charge, put items you wish to purchase in the shopping cart, by clicking on the Buy button. Then Zip code box will appear on the right hand side of the screen right below the shipping cart items. Enter your shipping zip code, and click on Calculate Shipping button.
Items can be easily removed from the shopping cart by clicking on the 'Clear Your Cart' link.

In order to verify that the merchandise was received safely by our customers we require signature an all shipments or deliveries. UPS is instructed not to drop off the merchandise without customer's signature.

Per customer's request we can bill shipping charges directly to customer's UPS account if provided. In the event UPS account provided by the customer is invalid or inactive, or UPS has failed to collect freight / shipping fees from the customer, UPS automatically bills Crystal Art USA, LLC. Customer agrees to pay all shipping charges and fees and agree to be charged back for such charges and fees if UPS reverses shipping charges back to Crystal Art USA, LLC. Crystal Art USA, LLC reserves a right to automatically bill customer’s credit card for any shipping or freight fees owed to the company. In the event customer fails to sign for the delivery of merchandise and UPS returns the package back to our company, customer agrees to pay additional shipping charges associated with delivering merchandise to an alternative address.

Address Correction / Redirection Charge
Upon placement of order, please check your confirmation email to ensure that the ship to address is correct. If there is an error, please contact us immediately via email with the correct address. Once your package has been shipped, UPS bills us a redirect charge should the address need to be changed, corrected or packages redirected while the order is in transit. We in turn charge customers the UPS redirect charge.

Split Shipment Charge
Up to 5 split shipments are allowed during a 5 month period, with the final 5th shipment occurring within 5 months after the receipt of order. Split shipment charge is $8.50 per shipment in addition to handling fees and UPS shipping rates.

Drop Shipment Charge
Shipments to multiple locations all occurring at the same time. Drop shipment charge is $8.50 per shipment in addition to handling fees and UPS shipping rates. We limit up to 5 drop or split shipments on discounted orders.

Handling Fee
Handling fee is $7.75 per UPS box. Handling fee covers our cost of packaging and protective supplies required to safely ship your order.

International Shipments
Customers are responsible to pay all shipping costs, custom duties, customs clearing fees, taxes and tariffs associated with their orders. Crystal Art USA is not responsible for preparing or providing import, export, NAFTA and certificate of origin documentations.


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Freight Claims, and Breakage


Please note that UPS and Federal Express will not deliver to PO boxes, or APO/FPO addresses. Please make sure that your shipping address is a physical address.

Before we ship your order, we send each item to our quality control team, where it is thoroughly inspected. After all products are inspected, the order is carefully packaged and shipped to the customer's shipping address. All goods become customer's property at the time they are accepted by the carrier. All goods are customized products with the customer personalization and are not returnable.

We insure each package shipped for its original value. Please inspect the merchandise upon receipt. Customers are responsible for filing damage or loss claims within 3 business days, in the event shipping carrier damages products in transit. We strongly advise to retain original packaging, including boxes, cartons, all of the packing material and the damaged items for carrier's inspection.

In the event of breakage, please place the damaged item back in the box. Do not remove any padding material, peanuts or bubble wrap. Seal the box and keep it at the location it was shipped to.
Contact your shipping carrier (in most cases UPS) as soon as possible and file a breakage claim. A UPS representative will contact you within 3 business days to pickup the damaged merchandise for inspection. For more information on how to file a breakage claim please read:How to file a UPS claim


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Do you ship internationally?


We ship within continental United States, Hawaii, Alaska and Canada.
We can also arrange for an International delivery. Please contact us to verify International delivery availability to your area.
Customers are responsible to pay all shipping costs, customs clearing fees, custom duties, taxes or tariffs associated with their orders.
Crystal Art USA is not responsible for preparing or providing import, export, NAFTA and certificate of origin documentations.


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Privacy Policy


We respect our customer's right to privacy.
Our site's order form requires users to give us contact information. The customer's contact information is used strictly to process orders. We DO NOT make your contact information available to other companies or third party organizations.


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Site Security


Before entering your order and credit card information, you will notice that your browser will switch to secure mode. This is normally shown by a key or lock symbol on your browsers status bar.
This tells you that you have successfully begun to encrypt (scramble) information transferred from you to the internet. This technology is known as SSL (Secure Sockets Layer) and is known to be a very safe means for encrypting data over the internet. We support up to 128 bit security depending on the browser you are using.

Read Our Policies, Terms, And Conditions

Browse our Crystal Awards and Trophies, Everest Crystal Awards, Award Plaques, Golf Trophies, Crystal Award Obelisks

This article is written by .

Crystal Art USA, LLC. Copyright ©
All content on this Web site is copyrighted as a collective work under the US copyright laws, and Crystal Art USA owns the copyright to the selection, coordination, arrangement, and enhancement of the content. In addition, the artwork and illustrations contained throughout the pages of this Web site are protected by copyright and may not be copied or otherwise reproduced without written permission.

For more information about our crystal awards, trophies or engraving services please contact our customer service department at 1-800-506-7966 or email sales@crystalartusa.com
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