Q.1. What is your ASI #?
Q.2. What is your ASI supplier rating?
Ans. 5 Stars across the board (Overall Satisfaction, Product Quality, Communications, Delivery, Problem Resolution, Imprinting)
Q.3. What are your hours of operation?
Ans. We are in the office to help you from 8am-4pm, Monday-Friday and can be reached via phone or email at this time. After hours, please send an email or leave a voicemail msg and we'll get back to you the next business day.
Q.4. What is your refund policy?
Ans. Our products are custom made from raw materials. We don’t do refunds unless there is a quality problem and there is no time to redo the order. This is extremely rare situation.
Q.5. What is your Cancellation Policy?
1. If a Sample is Requested:
Orders can be cancelled up until the sample has been approved. We will bill only for sample costs, which usually involve the price to make the mold as well as shipping and handling (if an inhands sample is required).
Sample production begins immediately after you accept the emailed art proof. Full production begins after you approve the emailed and/or inhands sample.
2. If No Sample Was Requested:
Orders can be modified/cancelled until the emailed art proof is accepted without penalty. We start production immediately at this approval stage. We make all products custom per our clients' specifications. We are not able to offer cancellation after we complete the order.
Q.6. How do I place an order/create an account?
Ans. Currently, orders can be processed via email. We're developing a customer site that will allow you place orders using an advanced web-based system.
Q.7. Can you ship blind to my customer?
Ans. Yes - please provide us the address and we can ship blind directly to your customer or event for no additional cost. Shipping is included in the order prices.
Q.8. What payment methods do you accept?
Ans. We require a credit card for all new customers. We accept:
Q.9. Are the products made inside the US?
Ans. No, all products are made in our factory in China. We have a staff over 100 people in our China office.
Q.10. I don't have camera-ready art. Can you work from a picture of a sample or raster artwork?
Ans. Yes - as long as the visuals you provide are clear enough for us to see to redraw, we can make a vector art proof file within about one business day from receiving your original art with your PO. If you don't have a logo yet, please feel free to send us clip art and instructions/ideas with your order and we can create a design for you. If you require vector art before placing the order, we highly recommend www.ignitiondrawing.com
Q.11. Are there any art charges?
Ans. We provide 1 free art proof and 1 free revision. Each additional revision that is a change from the originally submitted design will incur a charge of $20 per revision.
Q.12. Do you have stock designs?
Ans. We do all orders as custom, but if you see something you'd like us to match exactly or modify for your product, let us know!
Q.13. Once I order, do you keep my information/moulds on file for exact reruns?
Ans. Yes, we hold moulds for 2 years. If you can let us know your approx. order date, PO, or our order number, this will help us look it up for you. We always reproof the artwork to ensure we match the correct order. If your order required a mould fee (coin, medal, or 3D orders) and you need an exact repeat, you will not be charged again for the mould if its within 2 years. Outside of 2 years we need to remake and charge for new moulds.
Q.14. I see your minimum for patches is 50 pcs and pins is 100 pcs. Are these minimums firm?
Ans. Yes -- in most cases, minimums are firm. In some cases (large fullback patches, for instance) we can do a minimum of 25 pieces.
Q.15. Your price charts list only one dimension. How do I price my pin/patch/medal?
Ans. Please add your height measurement to your width measurement and divide by 2. If you only know the longest dimension, you can also use this measurement. Please feel free to email firstname.lastname@example.org for a free custom quote. Please include desired sizes, quantities, and the logo you are interested in for the quote.
Q.16. How long does production take?
Ans. For most products under quantities of 1k, we can produce in about 2 weeks from approval of final proof or sample. The art proof is required and we can provide this next business day. An sample via email adds about 6-9 days to production time and we can provide at no cost. An in-hands sample adds 9-11 days to production time and we will have to charge $42 for shipping/handling if this is desired.
Q.17. Can you match my sample 100%?
Ans. If you are attempting to match an existing sample, we will need to ship a physical sample to our factory. To ensure an exact match, we can ship to our factory for a $45 fee to guarantee 100% accurate duplication. This fee covers freight and handling to our factory. Physical samples cannot be returned.
Q.18. Can you do product testing to ensure products comply with CPSIA (Consumer Product Safety Improvement Act)?
Ans. Yes, we pass on the costs from a government approved lab such as Intertek.
Q.19. Do you offer precious medals or gems?
Ans. No – we offer gold or silver plated brass. We can also offer many gem colors, but do not use precious gems.
Q.20. What is Your Late Invoice Policy?
Ans. If we are not able to make contact with you to make payment arrangements, Arrow Emblems will continue to attempt to collect payment for any and all past due invoices on accounts that still have a balance due to Arrow Emblems. Collection attempts include charging any credit card on file, emailing invoices and submitting past due accounts to collection agencies.
We do our best to make contact before we begin the collection process. If we are unable to reach you after the invoice is past due, we will charge the card on file. We will not refund credit card charges made on past due amounts.
Q.21 Is signature required for package to be delivered?
Ans. Yes, ALL packages require a signature for delivery.
You can electronically sign for your package or request a package be held at your local FedEx location for pickup.
Go to the FedEx tracking page with your tracking number, click Customize Delivery to view your options.
Q.22 Can we ship Third Party on our account?
Ans. No, unfortunately our FedEx Express contract does not allow for this.
Q.23 Do you ship to P.O. Boxes?
Ans. Yes, ONLY if a street address is provided along with the PO box number.
Q.24 Do you ship internationally?
Ans. Yes, prices vary.
Q.25 Can I re-route or change destination address when package is in transit?
Ans. Yes, a $45 fee will be added to your invoice and charged to the CC on file.
This is the fee amount charged to us by FedEx.