Award FAQ | Your Questions Answered
- What is vector artwork?
- When will I see a proof?
- How much is engraving?
- When will my order be ready?
- Do you do rush orders?
- Do you offer discounts to non profit organizations?
- What is a setup charge?
- Can you color fill?
- Can I get a sample first?
- Can you create a custom award for me?
- Do you have minimum orders?
- What methods of payment do you accept?
- Can I cancel my order after it has been placed?
- What if my awards arrive broken?
- What if my award arrives etched incorrectly?
- Do you ship internationally?
- Can I order bulk to use at a later date?
- Can you drop ship awards to different locations?
- Do all awards come in a presentation box?
- Art Glass: Glass Imperfections vs. Flaws?
What Is Vector Artwork?
Vector line art allows us to work efficiently with your logo to achieve the best possible etch on your awards. We will accept tif, gif, jpg and pdf files; however, we will need to convert these to vector at a rate of $35.00. For more information please visit our Artwork Info page.
If you choose to create your own layout, please follow these simple rules:
Save your vector line art in .AI or .EPS format
No fonts smaller than 11 pts
All graphics converted to black and white
All fonts converted to outlines
No lines thinner than 1 pt
All objects are vector - no raster images
No linked/embedded objects within a file
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 48 hours. For orders that have a standard turnaround time, please allow 3 to 5 business days for your proof to arrive.
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, Fine Awards offers a 20% courtesy discount to replace your awards.
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.
For rush orders we will make every effort to accommodate your needs. We do not charge any fees for rush orders other than the expedited shipping cost required to get your crystal/glass into our etching facility. Custom orders are subject to additional lead time depending on the project. Contact your project manager for special requirements. You will be notified of approximate shipping costs to be added to your order.
We also keep some of our online products in stock at our etching facility to accommodate your needs. If you are flexible with the design of your crystal or glass award, one of our experts can offer you a couple suggestions for your event that will save you time and money. We are often able to ship these awards out within 24-48 hours or as needed. Please do not hesitate to call (800) 343-3166, email , or chat with us immediately today to find out if we can accommodate your request.
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 an additional 10% discount off our already low prices on all our stock items. All you need to do is submit documentation verifying your non profit status.
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.
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.
Credit Card Payment: Visa, MasterCard, American Express and Discover
When providing credit card information please include your order number, type of card, card number, security code, expiration date, full name and billing address as it appears on the card. Information regarding account will be held entirely confidential. When paying by credit card, you will be charged 100% of the amount stated on your receipt as soon as we start working on your order. This secures the merchandise and puts the order into production to be customized.
Online Payments: PayPal and Google Checkout accepted for secure and easy online payment at checkout.
Direct Bank Payments: In an effort to reduce processing fees to keep our pricing competitive we have added ACH and wire transfer payments. This is an easy and effective way for our clients to secure their products and ensure on time shipping. Please contact finance at firstname.lastname@example.org for more information.
Check Payments: Checks may be accepted from companies with approved credit. No personal checks please. Products are shipped when funds clear our bank. In the event your order is time-sensitive we strongly recommend paying by credit card, ACH or wire transfer. A returned check fee of $25.00 will be assessed in the event a check is returned for insufficient funds.
Purchase Orders and Net 30 Terms: Fine Awards & Gifts reserves the right to grant Net 30 payment 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.
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 10% 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% CEO Service Promises 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% CEO Service Promises for more details.Should it be a customer error, we offer a 20% courtesy discount to remake your awards and any expedited shipping is the responsibility of the client.
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 $10.00 per box charge for shipping and 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.
- Yes. Standard shipping and handling charges will apply.
- Please request a drop ship form from Customer Service to send us the addresses.
- A $10 handling fee per address will apply if using your own shipping account or when purchasing a free shipping item from our website.
- Free Shipping Items: Shipping charges will not apply when multiple "Free Shipping" items are sent to the same address. If shipping multiple "Free Shipping" items to multiple addresses however, regular shipping charges will apply per address.
Art Glass: Glass Imperfections vs. Flaws?
Those who do not understand the process of glassmaking usually judge the quality of glassware by seeking flawless perfection.
'Perfection' in every single item can only be achieved in machine-produced items, not handmade glassware. No matter how experienced or talented the glassmaker, it is impossible to eliminate all small variations.
It's these variations, however, that make handmade glassware so desirable. Each slight variation and tiny imperfection is the mark of an artisan, a testament to the individuality of each work of art.
The following are traditional marks of handmade glass, not true imperfections:
Called seeds, these bubbles are formed by gases when the raw ingredients for glass are melted. Seeds do not affect the quality of the glass or its beauty.
Referred to as a cord in the industry, these lines are only visible when light hits the glass in certain directions and can't be seen when filled with water. The lines are a difference in density that occurs during the melting process.
Ridges on a molded glass piece indicate where the mold was separated from the piece. An overly prominent mark can be a sign of careless workmanship.
This is the slight puckering of the glass caused when an artisan snips off molten excess after shaping the piece, it is a normal characteristic of glass.
On some glass pieces you will find a small indentation on the bottom. This is the pontil mark and confirms that the piece was handmade. The indentation shows where the glass was attached to the pontil in the final step of fire polishing. Handmade stemware is attached from the bowl end with the glass cut away at the rim. This leaves no indentation.