Customer Policies

Refunds/Returns

Awards are, by nature, unique. We make every effort to work with you during the ordering process to assure that the awards you order meet your expectations. We will not start production of your award until you have signed-off on the "final" proof. So, PLEASE review your proofs carefully before signing off. Once the award enters production, it is permanently personalized per your instructions. Once an award is personalized, it can't be unmarked to correct "errors." Awards may not be returned once the product has been personalized. If you misread the final proof and you want changes made after approving the final proof and after production on the product has started, you will be responsible for the cost of replacing the item or items already produced, plus necessary labor and shipping to acquire replacement products. We will expedite all of this for you and advise you of the cost so you can make a reasoned decision. Our goal is to deliver quality award products to you on-time and correctly personalized.

If, on the other hand, we make a mistake on the award, we will be re-make and ship it to you at no extra charge. If the original item is no longer available, we will make every effort to find a suitable substitute item and correct the error to your satisfaction. If you would prefer, we will be happy to give you a full refund on the order. Any such errors on our part must be brought to our attention within 30 days of receiving the order.

You may cancel your order for a full refund at any time up until you have approved the final proof and your order enters production. Once in production, we cannot cancel the order. Products that are not personalized, engraved or otherwise marked may be returned for a refund within 15 days less a 25% restocking fee so long as the product is returned in new condition with all original packaging.

Artwork Proofs

The accuracy of your award is of utmost importance to us. We want your award to meet your expectations for quality and accuracy. As such, we don't charge for proofs. Usually, our customers will get a first proof, make changes and then sign-off on a second proof confirming the changes. If you want to make changes to the second proof... go a head! We are eager to make sure your award is what you expect. If, after the third proof, you still want to make changes, we may have to charge a graphics fee of $15.00 per additional change if your changes require additional design time. We will discuss this cost with you prior to making those changes.

We will email you a final proof prior to production to ensure there are no spelling, grammatical or logo placement errors. Final proofs must be signed or acknowledged via email stating your approval before engraving and personalization can proceed. Delays in returning or responding to the final proof can affect delays in production and delivery.

Our company will engrave personalization text and/or logos (provided you have the rights to use the logos and the logos are in full compliance with copyright, patent or trademark laws) as provided by you. We do not correct spelling or grammatical errors in personalization text due to the fact some spellings of words may be misspelled on purpose. It is your responsibility to ensure during proof approval that the text you have provided is spelled correctly and is free of grammatical errors.

Placement shown in proofs may be slightly different than on the actual product due to specific product design and we reserve the right to maintain a placement tolerance of (+/-) 1/8".

We reserve the right to reject any order if the logo, graphics or text contain pornographic, hateful or threatening speech.

Trademarks

All liability for the mis-use of trademarks in submitted art and copy rests solely with you as our customer and not with Personalized Awards. All art and copy submitted to us must be used in full compliance with all laws regarding copyright, patent, trademark or any similar protection. Major league sports logos are the intellectual property of the league or team so we will not use those logos on any products we manufacture unless you have permission to use them and we verify the permission with the respective licensing authority. By submitting artwork, including logos and photographs, the customer agrees they (and we) have the right to use the images in the order.

Deposits and Payment on Orders

Visa, Mastercard, American Express and Discover cards are accepted for payment of your order through our shopping cart. An order is not accepted by us unless you receive an order acknowledgement from us via e-mail. In the very unlikely event that you place an order and do not get a confirming email, please call us immediately at 1-800-726-0425 or email us at sales@PersonalizedAwards.com to confirm your order.

Disputed Credit Card Transactions

We charge a $35.00 late payment fee for disputed credit card transactions if you have not contacted us prior to contacting your bank. If there is an error on a transaction, you should always contact us first so we can resolve the issue quickly. If you change your mind about an order prior to production, we will be happy to refund the purchase price. Finance charges at the rate of 1.5% per month will be assessed on all disputed credit card transaction until payment is received in full.

Pricing Changes

Our prices depend on the supply and cost of each product from our vendors. Sometimes products become scarce and prices increase dramatically. We reserve the right to modify the pricing shown on our website. We make every effort to ensure that our pricing is accurate and transparent. If we are unable to sell you a product at the listed price we will contact you to discuss the situation. You will have the opportunity to cancel your order with full refund or select a different product.

Variances in Hand Crafted Items and Engraving Processes

Due to the handcrafted nature of many of our items, dimensions and weight may vary; e.g. a glass award sold as 7" (H) may be 6 7/8" (H) to 7 1/8" (H). In addition, due to the various processes of glass and crystal manufacturing, please be aware that bubbles, flow lines, chill marks and other variances are common and not considered product defects.

The etching process is in part a hand process and exact placement of all logos and copy cannot be guaranteed. Placement may not always be perfectly parallel to the top, bottom of sides of the piece and requires a tolerance of (+/-) 1/16".

CPSC Policy

Please note that none of our products are designed to be used by children as toys or play objects. Our products are designed to be put in a special place for recognition and admiration, rather than for continuous handling. As such, all of our products are intended primarily for use by people aged 13 years and older as recognition products. We do not recommend that you let children 12 years or younger play with our products.

Proposition 65

Lead Crystal: Proposition 65 requires us to warn California residents that consuming food or beverages that have been kept or served in leaded-crystal products, or handling products made of leaded crystal will expose you to lead, a chemical known to the State of California to cause birth defects or other reproductive harm.

By ordering your awards from our company, you agree to these terms and conditions. If you have any questions please feel free to contact us prior to placing your order for clarification. Your satisfaction is our objective and we want you to fully understand the process so you know what you are buying.

Please note that these Customer Policies are subject to change without notice, and that it reflects our current business practices. This Customer Policy statement is dated December 1, 2016.