Policies

Cancellations

Final approval of engraving proof(s) by the customer constitutes permission to commence production. If you need to cancel your order after approval has been granted, we will do our best to accommodate. However, if the item has already been produced we are not obligated to accept the cancellation request.

CODs

Epic Engraving does not ship products COD.

Damage

We pack all of our products to exceed carrier standards for safe packaging of glass and all products are insured for full replacement value. If damage occurs during shipping, you must inform Epic Engraving within 3 business days of receipt of merchandise. Keep all original packaging and shipping box for inspection by the carrier. Important – we are not liable to replace any damaged item if you do not have the original shipping box/packing materials, as this will void the shipping insurance. Verified damaged items will be replaced at no charge.

Engraving charges

Engraving in the specified engraving area is included in the price of the item. Additional engraving can be done and will be quoted separately when requested. The normal charge for additional engraving locations is $10.00 per extra location.

Errors

If an engraving error has occurred, you must notify Epic Engraving within 3 business days of receipt of merchandise. We will verify the error against the customer approved engraving proof. If we have made the error, we will be completely accountable and replace the item immediately at our expense. For errors beyond our control (customer provides incorrect name spellings, dates or other text, and has approved the incorrect proof) the item(s) will be replaced and the customer will be re-billed.  We will make every effort to expedite replacement so as not to miss any event deadlines.

Payment

Payment is due upon your final approval of the engraving proof(s). We accept Visa, Mastercard, Discover and American Express. A copy of your paid invoice will be emailed to you upon completion of the project. Paid invoices may also be sent via U.S. Mail upon request. Sorry, we do not accept personal checks or ship C.O.D.

Purchase Orders: We do accept purchase orders from accredited US companies and organizations. Epic Engraving reserves the right to approve or deny credit terms for any company or organization. Please contact us to discuss credit terms. Companies or organizations on credit terms must submit a purchase order, for each order placed, via email or fax before an order will be produced. Blanket purchase orders for ongoing programs are acceptable. Credit terms, when established, are Net 15 days. Payment must be received within 15 days of the date on the invoice. Late fees of 1 ½% per month will be applied to any outstanding past due balances.

Pre-production proofs

An engraving proof will be provided via email for each item ordered. Before production commences, customer approval of all engraving proofs via email or in writing is required. Proofs may also be provided via fax upon request.

Privacy Policy

Epic Engraving is committed to customer confidentiality. Your private information will not be sold, shared, rented or distributed.

Production (turn-around) time

When final approval of the engraving proof(s) is received, orders are normally shipped within 3-5 business days. From the day you place your order, including time in transit and proof review, orders are typically in your hands in 8 – 10 business days.  Our goal is to meet your deadline.  Please call to discuss your specific needs.  We offer rush service and will make every effort to accommodate your deadline requirements.

Returns

Your final approval of the engraving proof(s) for your project constitutes permission to commence production. Because of the extremely custom nature of our work, and the fact that engraved materials cannot be “recycled”, we do not accept returns of completed merchandise. All sales are final. If orders are cancelled prior to final approval, the customer agrees to pay for any work that may have been completed up to the time of cancellation, such as special setup charges or artwork cleanup charges.

Rush Orders

Orders which must ship in less than 5 business days from the date of final proof approval are considered rush orders. We do not charge for this service, other than the cost of expedited shipping to bring the crystal or glass to our engraving facility. We will make every effort to accommodate all rush service requests. However, because stock levels can vary, we cannot guarantee that rush service is available at all times.

Samples

The guidelines for ordering samples are as follows:

  • A total of three sample items may be ordered per request. We will send either a blank sample or an engraved sample from our showroom.
  • Credit card payment for samples and freight is required at the time of order.
  • The sample items must be returned undamaged, in their original packaging within 30 days of receipt to obtain full credit.
  • Sample items which are not returned, or returned damaged, will not be credited.
  • Epic Engraving will not issue refunds for merchandise returned after 30 business days or merchandise returned damaged.
  • Pre-production samples (specifically engraved) are not returnable.
  • Customers agree to pay all shipping, insurance, and handling charges incurred during shipping the sample items back to Epic Engraving.

Set-up charges

Our prices include setup for projects including standard text and one piece of custom artwork (corporate logo, etc.). Note: Additional artwork or images which require cleanup work in order to make “camera ready”, as well as abnormally large amounts of text (greater than 200 characters), such as mission statements, poems, stories, etc., may result in additional set-up charges. Any additional fees will be quoted prior to beginning layout design. We offer a Logo Conversion Service for a flat rate of $25.00 each.  Photograph setup can range from $50.00 to $75.00, depending on the complexity of the photograph and the amount of clean-up required.

Shipping

Standard shipping is via FedEx. Upon request, we can ship via other carriers using your account number. After your project has shipped, you will receive the tracking information via email.

Trademark Notices

Proper use of a customer’s registered trademark is the customer’s responsibility. We reserve the right to photograph and/or show as samples, items produced by us without any liability on our part as to trademark or artwork rights. All logos and registered trademarks pictured as engraving samples are the property of their respective owners. Their use on sample photographs is intended only as a demonstration of the type and quality of our work. No endorsement of any product, publication or company is implied. All photographs are the sole property of Epic Engraving. Unauthorized use is strictly prohibited.

Epic Engraving™ is a registered service mark of Masterpiece Heirlooms, LLC. All rights reserved.

Share This:
Facebook Pinterest Email