FAQs

We are open Monday through Friday from 9:00 am to 5:00 pm. We are closed on the weekends. But, please email us anytime.

Usual production time for most in-stock items is 5 working days. Usual production time for out-of-stock items is 14 working days. Large orders or custom designed pieces can take longer and will be quoted prior to the beginning of production. Advising us in advance of your planned presentation date is imperative. We will schedule production to allow ample time for you to receive your awards a few days prior to that date. However, delays in proof approval or shortened production time could result in the need for Rush Service and/or Rush Shipping at an additional cost.

Yes, we will make every effort to notify you by phone or email that your order has been delivered, shipped, or is ready for pickup. We are not responsible for items (paid for or not) left in our store for more than 30 days.

We can have your order delivered by courier at your expense. Alternatively, we can ship your order via UPS Ground service. Orders requiring Rush delivery (UPS 3 Day Select, UPS Blue Label or UPS Red Label) will be charged for shipping costs accordingly.

We accept cash, check, MasterCard, Visa, American Express, Discover, and Diners. A deposit of 50% of the invoice total is required on all orders. A certificate of sales tax exemption in Washington, DC is required for all tax-exempt customers. A charge of $25.00 will be assessed on all returned checks. We reserve the right to assess a finance charge of 1.5% per month on any account over 30 days old.

We are not responsible for errors on award(s) originating from handwritten material. Engraving on customer property items is done so at the customer’s own risk. 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(s) as quickly as we can for a nominal fee. Regardless of the nature of the error, we will make every effort to have the corrected awards to you in time for presentation.

If your order was damaged in delivery/shipping, please retain all packaging and wrapping materials for UPS or courier inspection. Examine the exterior of your packages carefully upon receipt and report any obvious damage to the shipping or courier company. In the event of damage, we will assist you in any way possible.

Because of the highly personalized nature of award products, only items received late or incorrectly are usually eligible for refund consideration. Please contact us to discuss a refund on a case-by-case basis.