Frequently Asked Questions
Q: Are there any additional fees that may apply to my order?
A: We do not charge extra for setup, personalization, or copy changes. With that said, there are a few situations in which you can expect to be charged an additional fee:
–Drop Shipped Orders are subject to a fee of $2.50/address. This covers the cost of additional materials and labor to split your order up into multiple shipments.
–Color Fill on clear crystal or glass incurs an additional fee of $11/pc. When color fill is needed to make the engraving legible (ie when there is etching on black or colored crystal), the additional fee does not apply.
–Additional Imprints: Most pieces include a single imprint/imprint location in the price shown. Exceptions include art glass, which includes a 2-sided base, and pieces with accent elements such as the Eclipse and Success. Additional imprint surfaces may incur a fee of $11/pc per additional surface. Examples include: printing or engraving both the front and back of a piece, engraving on the “standard” etching area plus the bottom or side of a piece, 3 or 4 sided bases for art glass, etc. Please don’t hesitate to reach out if you are in doubt about whether you will be charged an additional fee for your order.
–Dual process: When both engraving and color-fuse are used on a piece, there will be an additional fee of $11/pc. There are additional fees associated with using both engraving and 3D subsurface engraving on a single piece as well.
–Shipping & handling charges: Shipping is not included in any pricing unless indicated specifically by your sales or customer service representative. When we ship on your UPS or FedEx account, you will also see a separate handling fee of $5/package which covers our cost for materials & labor.
–Artwork fee: If you are unable to supply us with engraving-ready logos or artwork, we will need to charge a fee to redraw them for you. If you have supplied us with vector logos/artwork, this fee will not apply. We will supply an estimate for logo and artwork redraws on a case-by-case basis. All items with 3D subsurface engraving will be subject to a 3D modeling fee upon first order. If the same 3D image is re-used for subsequent orders, the fee will not apply to the subsequent orders. Fees are based on how much time it takes to model your requested image. We will supply an estimate for every 3D subsurface engraving request.
Q:How long is the usual production time for my order?
A: As of 3/24/22, our standard lead time for production (ie once proofs have been approved) is approximately 10 business days plus ship time for most standard, stock crystal and glass items. Transit time from our facility to locations within the continental United States varies from 2-4 business days. Art Glass, custom crystal and glass, and custom acrylic products are made to order and are generally subject to longer lead times. Art glass orders generally take approximately 2-3 weeks to fulfill. Custom crystal, glass, and acrylic turnaround times are based upon the order contents and size, and can be estimated on a case-by-case basis.
COVID-19 NOTICE: Due to the current pandemic, transit times are no longer guaranteed by UPS or FedEx. This includes expedited services which normally guarantee delivery by a particular time of day (ie Next Day Air, 2nd Day Air). Please note that once a package leaves our facility, we are not responsible for ANY carrier delays.
Q: Is there an additional charge for engraving/personalization?
A: No. The cost of engraving is included in the prices shown on our website. If you would like to include a logo or an image, there may be artwork fees if we need to convert the image files into a format suitable for engraving.
Q: What are the artwork requirements?
A: Please see our Engraving and Artwork Policy page.
Q: I need ideas or suggestions for an award. Can you help?
A: Of course! Call us at (866) 778-1240 and one of our Awards Consultants will be ready to assist you between the hours of 9am and 5pm (Mountain Time) Monday through Friday.
Q: Can I get a quote first without placing an order?
A: Absolutely! Give us a call at (866) 778-1240 or Contact Us and one of our wonderful Awards Consultants will be ready to assist you between the hours of 9am and 5pm (Mountain Time) Monday through Friday.
Q: What kind of process do you use to engrave your products?
A: We use a method called sand-carving which is a time-tested method for engraving crystal, glass and marble. It produces a deep etch into the piece that will not wear off or wash off over time. Sand-carving is assisted by digital technology but still done by hand. It involves blasting thousands of tiny sand particles in a uniform pattern to produce superior depth and consistency. Crystal, glass and marble are sand carved. Some crystal and glass items are able to be color fused with full color print. Acrylic, Wood, and Wood & Acrylic Awards are either color fused or laser engraved.
Q: Is there a limit on engraving for each item?
A: We do not limit the amount of text you can engrave. However, depending on the award chosen, engraving space may be limited. Our Graphics team will advise you if there are any problems fitting your desired text on each award.
Q: Can I send you/bring in my own item to engrave?
A: It is not our policy to accept outside items for engraving. If you are looking for a specific engraved item (wine glasses, decanters, glass gift items, etc), please feel free to reach out to our customer service team and we will do our best to find a similar item that we are able to source for you. Otherwise, we are unable to engrave anything that we do not sell. We apologize for any inconvenience!
Q: How are your products packaged?
A: All products are packaged with special care to avoid breakage during shipping. Many of our awards come with their own presentation box for your ceremony (please see individual item pages for photos of the box your award will arrive in).
Q: How do you ship?
A: UPS is our preferred shipper. They offer Ground, 2nd Day and Overnight services for domestic shipments. Expedited options may vary for international shipping locations. We are able to ship using your UPS or FedEx account number if you prefer to have it billed to your account directly (in order to do this we will either need your actual UPS or FedEx account number, or you will need to generate the labels on your own and send them to us for the package(s) – we are unable to use third party logins to ship with your account). Please note that UPS and FedEx cannot ship to PO Boxes.
Q: Is your UPS negotiated rate better or worse than ours?
A: Unfortunately we are unable to see your negotiated UPS rate. We cannot access information regarding any third party accounts. We can give you a quote based on our rate, however we are unable to compare or give estimates based on your UPS account information. This applies to FedEx as well – we are unable to see any information related to third party accounts. We apologize for the inconvenience!
Q: What if my award breaks during shipping?
A: On the rare occasion that you receive something damaged or broken, we will replace that item for you at no charge as long as we are notified of the breakage within five (5) business days of receipt of the shipment. We must be notified of breakage within that timeframe or we cannot guarantee a replacement. We may request photos of the award and the shipping box for claims purposes.
Q: Do you ship outside of the US?
A: Yes, we are happy to ship orders internationally. We may ask you to fill out a form when submitting the address(es) in order for the information to be formatted correctly for our shipping software. PLEASE NOTE: If you are shipping to BRAZIL, we will require that you provide us with your UPS or FedEx account number for billing. Due to the complex nature of duties and taxes for imports to this country we are unable to ship to Brazil on our UPS account.
Q: Who is responsible for duties, taxes, and fees associated with international shipments?
A: You will be billed for any duties, taxes, and fees that arise during customs clearance of international shipments. We are unable to ship items internationally without declaring their value. We are required by law to include a commercial invoice stating the value of goods for customs clearance of international shipments. When shipping internationally, please expect to pay duties and taxes for your purchase. We do not control the duty/tax rate for any international shipment, we are unable to declare awards as personal goods/ $0 value, and we are unable to artificially manipulate the value of goods on commercial invoices. We apologize for any inconvenience!
Q: Do you offer discounts?
A: Yes. Our discounts are based on quantity. You’ll find special quantity pricing on each product page.
Q: Do you have a physical location?
A: Yes! Our office is located at 5061 North 30th Street, Suite 104 in Colorado Springs, Colorado and is open from 9am-5pm Monday through Friday MT. We are closed on all major US holidays. PLEASE NOTE: While we are open to the public for local pickup and order inquiries, our showroom has been converted to production & office space so there are currently only a very small selection of awards available to view in person (mostly art glass and some acrylic items). If you plan on stopping by, it may be best to contact our Customer Service team beforehand and we will attempt to locate any pieces you would like to see in person before you arrive. We apologize for any inconvenience, however if we do not have an item in stock, we likely do not have a sample to show you. Order inquiries are welcome however regardless of whether you have visited us in person, we will need your order sent to us via email, and your proofs will require your electronic signature.
Q: Do you have a minimum order requirement?
A: No, you can order as few or as many pieces as you like.
Q: Can I cancel my order once it’s been placed?
A: Yes. You may cancel your order as long as the proofs have not been approved or your item(s) are not in production. For cancelled orders, a 15% restocking fee may apply. In addition, orders for custom pieces (custom colored art glass, custom cut glass shapes, etc.) cannot be cancelled.
Q: Do you offer wholesale pricing?
A: No. As Glassical Designs provides products directly to the end user, we are unable to offer wholesale pricing on any of our items.