Frequently Asked Questions
1) What do I need to get together before I try to place an order?
Before you begin to place an order you should always take a few minutes to get together any engraving you want to put on your items. You should always get the correct spelling of a person's name and correct title. Always know the correct date of an event and correct dollar amount for sales awards. This can save you a lot of time plus avoid any chance of you entering the wrong information when ordering.
What you need to know:
A) Correct spelling of persons name
B)Correct title of person and abbreviations (credentials) after a persons name. Ex. Dr. Makayla Ross, M.D., MBA
C)Correct date of an event, years of service, and correct quarter for quarterly awards, etc.
D)Correct dollar amounts for sales awards
****tips to remember - on most awards you should include:
1.who is receiving the award (the recipient)
2.who is giving the award
3.why is the person receiving the award
4.the date or year of the event or achievement
2) Can I change my order once it has been placed?
Yes, you can make changes on your order, but sometimes we begin work on your order as soon as we receive it, regardless of the due date. If any work has been done on your order you may incur a charge to make changes. Call us immediately at 623-842-6333 to let us know that you need to make a change so that we stop all work on your order pending changes. Changes must be received by email. No phone changes will be accepted for engraved items. Please note that by stopping your order in production, the date that your order will be ready to ship can change. Always try to double check your order before you place it to avoid any extra charges. Don't worry if you have an event date because will do everything we can to make sure that you receive your order when you need it.
3) What are your production times and will I have my order for the date specified?
Normal production time for most of our Awards is 4-10 working days (after your proof Approval, if you request a proof) Orders placed after 3pm will go into production on the next business day. (We are CLOSED on Saturday & Sunday) We offer RUSH SERVICES 2-3 days if you need it faster on most of our awards. Extra charges may apply.
4) When will I get my proof?
If you requested a proof when you placed your order, you usually should receive it within 24 hours or the next business day. If you order on Fridays after 3:00pm or over the weekend you will get your proof on Tuesday. **** Please note your order dose not go into production until we receive your APPROVED proof. To avoid a possible delay in your order please make sure to furnish proper contact information.
5) What is the best format for a logo, clipart or image?
Logo or artwork is accepted in a variety of different formats. The preferred formats are: PDF., TIF, .BMP, .JPG, and .PNG. All logos/images must be at least 600 DPI or better to ensure quality of logo/image. All logos/images must be in black and white format with no grayscale unless the logo/image is being used for Full Color imprinting. Should your logo not meet these requirements, you will receive an email from one of our graphic artist asking for a new logo meeting these requirements.
6) Do you limited engraving?
We do not limit the amount of engraving that can be applied to your Awards, However please keep in mind that each Award can only fit so many letters and still be legible.
7) How do I know if an item is in stock?
Clear Image Inc manufactures all of its awards in our production facility in Glendale Arizona so inventory is never really an issue. On a rare occasion some acrylic colors or bases colors may be out of stock, if that happens we will notify you immediately.
8) Do you accept Purchase Orders?
Please contact customer service at 623-842-9333 before you place a order if you plan on using a PO.
9) What is your Return Policy?
Because all of our Awards are custom made and engraved for each customer’s use we not do accept returns unless something was wrong with your order and we were unable to repair or replace it. We do offer a 100% Satisfaction Guarantee and will do everything we can to make sure you are happy with your order.
10) Do I have to pay sales tax on my order?
Orders shipped to an address in Arizona but outside of Glendale will have Arizona State sales tax added. Orders sipped to an address or pick up in Glendale Arizona will have both Arizona State Sales Tax and Glendale City Taxes added. Orders shipped outside the state of Arizona will not have any sales tax. You are responsible for reporting and paying any sales taxes yourself.
If you have a tax exempt certificate and you live in the state of Louisiana please email a copy of your certificate to: email@example.com. The state of Arizona requires us to obtain a copy of the certificate and keep it on file at our store.
11) Do you ship outside of the Contiguous United States?
Yes we ship to Alaska and Hawaii, but the flat rate shipping and free shipping dose not apply. At this time we do not do business outside the United States.
12) Do you have a minimum order amount?
There is no minimum purchase but we do have a flat rate shipping and handling fee of $15.99 on orders from $1.00-$99.99 and $9.99 on orders $100.00 - $249.00 with free shipping on orders over $250.00 (UPS ground service to contiguous United States Only)
13) Can I cancel an order once I have placed it?
Yes, you can cancel your order but sometimes we begin work on your order as soon as we receive it regardless of the date it is due. If any work has been done on your order, you may have to pay for the work already performed. We recommend that you call us at 225-960-2429 as soon as possible to let us know that you need to stop your order. Please do this first so that we may be informed as soon as possible and immediately stop work on your order, then please email cancellation request to firstname.lastname@example.org. You will receive a confirmation by email that your cancellation has been received. Once an order has been engraved and completed, no cancellations will be allowed.
14) What happens if my order is wrong when I receive it?
If your order is wrong when you get it, Clear Image, Inc. will do everything possible to have it corrected in time for your event. If the error is the responsibility of Clear Image, Inc. we will correct your order and send it out as soon as possible and make every effort to meet your event date at no charge to you. If the error is the responsibility of the buyer, we will correct it for a redo fee plus shipping costs.
15) What happens if my order arrives damaged?
If your items are damaged when you receive them, Clear Image, Inc. will do everything we can to correct the situation. Clear Image, Inc. will not be responsible for damages caused by shipping companies. Please call us as soon as you get your order to report any damages and save all packing materials and boxes. Orders are shipped by UPS, FedEx and USPS and damage claims must be filed by you thought the shipping carrier.
16) Can the shipping method be changed once the order is complete?
Yes/No. At anytime your order is still in production or still in our facility the shipping method can be change. Once your order has be picked up by the carrier it can not be changed.
17) How can I get a Quote on a Custom Shaped Award?
Please email us a copy of your logo/artwork to email@example.com
Please provide us with the following information:
a) number of awards needed
b) price budget
c) date of your event
d) preferred colors
e) any ideas you already have