FAQs


How long does it take to personalize my order?

If in stock at our Petaluma location, we can usually personalize your item(s) and ship within 48 hours.

How long will it take to ship my order? What are your shipping methods?

We use USPS Flat Rate whenever possible to ship orders. We also use FedEx and UPS. After personalization is completed (usually within 48 hours), your order is shipped from Petaluma, CA. Your shipping address and method will determine the time it takes for you to receive your package. Flat Rate items can take 3-5 business days to arrive. Expedited shipping is available for most items. A special rate is necessary for some oversized items.

How long will it take to get my order?

Delivery time and dates are estimates only. They can vary due to proof approval delay, receipt of poor-quality logo, quantity of order, backorders, payment delays and shipping delays beyond our control. When we ship awards/gifts, you will receive email confirmation with shipping details. Proofs are emailed to customers generally within one business day of receipt of the order. Production/Shipping will be 1-3 days upon final proof approval from customer.

If an item arrives damaged or defective, what is your policy?

We ask that you inspect your order as soon as it arrives. If there is any damage, inform the carrier immediately. If you notice a defect, notice Palmgren’s Engravables immediately. We will do everything possible to correct the situation to your satisfaction. Items are most often personalized to your specifications and cannot be returned except for the above reasons.

Can I change my order after receiving confirmation?

All sales submitted online enter our system and are sometimes processed immediately. Therefore, any changes may be charged a fee for work done. Please confirm order quantities and personalization before placing your order. Canceled orders may result in production time charges.

What if I make a mistake on my custom order?

Engraving mistakes are checked for accuracy against customer supplied text and signed proofs. If we cause an error, we apologize and replace the items at our expense. Customer errors are replaced as quickly as possible and recharged with a courtesy discount. Expedited shipping methods are available at the customer’s expense.

How much text can I put on my award plaque or trophy?

There really is no limit, but more text means a smaller font will need to be used. We will work with you to make sure that a long message is balanced for readability.

Can I customize awards or gifts with my logo? Can I get a proof?

A one time logo setup fee is $35.00. If you request a proof one will be emailed to you at no cost. Proofs will increase production time a minimum of one day and are usually provided by the next business day. Additional logos will be charged a setup fee. A signature is considered a logo. Signatures must be done in black ink. Any subsequent signatures will be charged a setup fee of $12.00.

What are the fees for engraving?

Trophy engraving is $3.00 per item or FREE for orders of 10 or more. Engraved text for Acrylic and Glass Awards and Plaques is $15.00-$25.00. A Company/Team Logo or Signature is $15.00-$20.00 after initial $35.00 setup fee. Gifts can be engraved with names, dates or special messages for $15.00-$20.00. A single engraved Name, Initials, or Monogram is $15.00.

Can my gift or award be personalized in a language other than English?

We can engrave a wide variety of languages including Spanish, Portuguese, and Russian and characters such as Chinese and Hebrew. Setup for languages other than English may incur additional charges.

How is my custom award designed?

Our staff has years of experience in the awards industry. Each award’s personalization is size and space personalization individually. Examples can be seen throughout the website and within the catalogs we source our products from. If you have any special requests, simply contact us.

How do you handle re-orders?

We keep records of all sales, so we will have your previous specifications on file for reference.

What if I have more questions?

Contact us at info@palmgrensengravables.com or 707-763-2842. Please include an order number if known.


 

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