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EPIC ENGRAVING • AWARDS AND RECOGNITION - crystal awards, corporate awards, award plaques, corporate plaques, recognition plaques, glass awards, executive gifts, clocks, globe awards, star awards, flame awards, employee awards
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Frequently Asked Questions

Order Process

How do I order?
What is the turnaround time?
Do you offer rush service?
How can I check the status of my order?
What are your setup charges?
Do you offer quantity discounts?
Can I order samples?
Is there a minimum order requirement?
May products be returned?


How do I submit my artwork file?
Which types of artwork files do you accept?


How do I submit my engraving information?
Will I receive an engraving proof before you begin work?
How much text can be engraved on an award?
What are your font choices?
How do you engrave on crystal and glass?
How much will I be charged for engraving?


How will my order be shipped?
How much does shipping cost?
Do you offer shipping insurance?
Do you ship to Post Office Boxes or APO/FPO military addresses?
Do you ship internationally?
Do you offer shipping to multiple locations?


What forms of payment do you accept?
Do you charge sales tax?
When will my credit card be charged?


Do your products come with individual packaging?
Do you have a showroom?
Do you share my email address and other sensitive info?



Q: How do I order?

A: Orders may be placed online through this website.  Browse through our products and add your selection(s) to the shopping cart.  When your selections are complete, proceed to checkout and your information will be gathered.  Once you have entered your billing, shipping and payment information, complete your order and you will receive a confirmation email.  Your engraving information may be entered in the shopping cart, or during the checkout process.  If you don't have your engraving information at the time of your order, no problem!  You can simply reply to the confirmation email and provide the information and attach your logo/artwork if applicable.  If you have any questions about the ordering process, feel free to call us to discuss!


Q: What Is The Turnaround Time?

A: Whenfinal 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 contact us to discuss your specific needs.  We offer rush service and will make every effort to accommodate your deadline requirements.


Q: Do you offer rush service?

A: Yes.  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 specifically 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.  If a rush is required, we'll discuss with you prior to production to make sure we can accommodate your request.


Q: How can I check the status of my order?

A: From beginning to end, we will be in close contact with our customers and our goal is to keep each customer well informed of the status of their order. If at any time you have questions or concerns about your order or our products, please feel free to call. We’re here to help!


Q: What are your setup charges?

A: Setup is included free of charge for all of our products when logos or artwork are provided in high resolution format. If this format is not available, we offer a Logo Conversion Service for a one-time fee of $35.00. Once logos are converted they are saved for unlimited use on your future projects.


Q: Do you offer quantity discounts?

A: Yes. We offer aggressive quantity-based discounts for every product we sell. Quantity discounts are displayed on each product details page. If the quantity you desire is significantly larger than our "end column" lowest price quantity, please feel free to call us to discuss. In many cases we can offer additional discounts based on large quantity orders.


Q: May I order samples?

A: In most cases, yes.  Please feel free to call to discuss the ordering of samples.   Depending on stock levels and your deadline, we may be able to ship a sample item for your consideration.  Once we determine if there is enough time to work with, we can take your sample order on the phone, or you may place it online.  Just indicate "SAMPLE" in the engraving information field.  Here are additional guidelines:

 • A total of three sample items may be ordered per request. We will send either a blank sample or a generically 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.


Q: Is there a minimum order requirement?

A: No. All orders, regardless of size, are welcome.


Q: May products be returned?

A: 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 and engraved 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.


Q: How do I submit my artwork/logo file(s)?

A: Artwork files may be submitted two ways:  1. During the order process, in the checkout window, there is an option to upload your logo or artwork.  2.  Logos and artwork files may also be sent by replying to the confirmation email and attaching the appropriate file(s).  NOTE:  We save all project layout files.  If we have already worked with you, and the logo has not changed, we wil have it on file.  In such cases you will not need to attach your logo.


Q: Which types of artwork files do you accept?

A: There are several options for sending artwork files.  Here are the guidelines: 

 • "Camera-Ready", High Resolution Artwork (a.k.a. "Vector" Artwork)

 • All Black and White (No colors, grays, shades, shadows, etc.)

 • Adobe Illustrator (.ai) files -or- Illustrator EPS (.eps) files preferred

When creating a beautifully engraved award, we must begin with high quality artwork.  In order to expedite your orders, please submit camera-ready (vector) artwork.  Camera-ready artwork should be all black and white, with a minimum of 300-dpi resolution.  The artwork should not appear pixilated or fuzzy. Vector graphics can be easily resized/scaled to fit the engraving area with no loss of quality or resolution.

Artwork that is not camera-ready or submitted in non-digital format may require additional touch-up, scanning or conversion to the proper format.  For example, low resolution printed artwork or low resolution artwork sent in bitmap format would require conversion to a high resolution, vector type file.  Bitmap file types include .jpg, .jpeg, .bmp, and .png files.

We understand that in some cases, artwork may simply not be available in high resolution.  Not a problem.  We offer a Logo Conversion Service and can make high quality vector art from almost any file type.  The cost for this service is a flat $35.00 per logo. We will not convert logos or artwork without first discussing with customers.  The upside to logo conversion:  Logos are kept on file for unlimited use in future projects, so the conversion is only paid for one time.

Additionally, submitted artwork may contain thin lines and/or other elements which may not reproduce correctly when engraved. We reserve the right to make slight adjustments to artwork or text in order to make suitable for our engraving process.  Submitted artwork and logos are assumed to be to be in full compliance with trademark and copyright laws.


Q: How do I submit my engraving information?

A: Submitting your engraving information is easy, and happens either during or after your order is placed.  First, when you add a product to the shopping cart, there is a section for adding engraving information, including layout format, and a place to add variable information such as recipient names, titles, or dates.  Second, during the checkout process you may choose to upload files such as Word documents or Excel files, should you already have the layout and recipient info stored in that manner.   Lastly, you can always send your engraving information by simply replying to the confirmation email you will receive after your order is submitted.

When providing engraving information for multiple items, please indicate the specific item numbers or names associated with your engraving instructions.

Please feel free to call us at with any questions regarding the order process or sending your engraving instructions.


Q: Will I receive an engraving proof before you begin work?

A: Yes. When we receive your engraving information, we will prepare an engraving proof for the item(s) ordered, which will be emailed to you in PDF format. You will be asked to review the proof(s) and reply back with changes, corrections or approval. If any changes are needed, a revised proof will be emailed. When you are satisfied with the engraving layout and we receive your final approval via email or in writing, we will commence work on your project. We will never begin production without your final approval of the engraving proof(s).


Q: How much text can be engraved on an award?

A:Our goal is to engrave exactly what you would like engraved and we try not to put limits on the amount of text you submit. That said, there are be cases where large amounts of text, such as mission statements, poems, etc., may require extra typesetting time, or simply may not fit in the engraving area. We will do our best to accommodate all engraving requests. However, if the submitted text is excessive, there may be an additional set-up charge to cover the additional layout time required, or we may need to explore a new item with a larger engraving area. We will always discuss this with you before we begin the layout process.


Q: What are your font choices?

A: We offer many traditional and contemporary fonts from which to choose in serif, sans serif, block and script styles.  See the image below for our complete list.  



Q: How do you engrave on crystal and glass?

A: Our engraving process is called sand carving. Also known as sand blasting, it is the method we use to delicately engrave our crystal and glass products. This method is widely regarded as the superior method of permanently engraving glass and crystal and is renowned for producing stunningly beautiful and detailed results. We DO NOT engrave crystal and glass with Laser Engraving, as that process produces dramatically inferior results.  Sand carving is accomplished by directing a fine stream of abrasive material projected with compressed air, to permanently engrave glass, crystal, stone and other materials.  Sand carving is still done, as it has been for well over 100 years, completely by hand.


Q:  How much will I be charged for engraving?

A: Standard engraving is INCLUDED in the price of each product.  "Standard" means engraving in one location on any item.  Upon request, we can engrave multiple locations on many of our products.  The charge for additional engraving is $10.00 per each extra location.


Q: How will my order be shipped?

A: Our standard shipping service is via FedEx. We can ship via UPS if you provide us with your UPS account number.  When your project ships, you will receive the tracking information via email.


Q: How much does shipping cost?

A: Shipping costs are calculated based on your location, type of service used and the size/weight of the packages being shipped. Shipping cost estimates are quoted during checkout. In some cases, the deadline indicated on your order may require that the order be shipped using expedited service. We will quote any necessary changes to shipping method or costs before commencing production.  All shipping charges include a small handling fee.


Q: Do you offer shipping insurance?

A: All of our shipped products are packed to exceed the FedEx safe packaging requirements for glass and are insured for full replacement value.  There is no additional cost for this insurance.  In the unlikely event that damage occurs during shipping, we sincerely apologize and ask that you contact Epic Engraving within 3 business days of receipt of merchandise so we can initiate a claim. You will need to 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 with the carrier. Verified damaged items will be replaced at no charge, in the most timely manner possible.


Q: Do you ship to Post Office Boxes or APO/FPO military addresses?

A: No. FedEx requires a physical address for shipments.


Q: Do you ship internationally?

A: No.  Because award shipments can be held in customs, we can't guarantee the timely arrival of international shipments.  Exceptions may be made depending on your deadline and the destination country, however as a general rule we ship only to locations in the United States.


Q: Do you offer shipping to multiple locations?

A: Yes.  Upon request we can split shipments to multiple locations.  Often times our customers ask that awards be shipped to individual recipients, and we are happy to accommodate.  Note:  As there is no means of specifying multiple shipping addresses during the order process, you may request this service as we communicate during the proofing process.  Additional shipping/handling charges for multiple shipments will normally apply.


Q: Which forms of payment do you accept?

A: We accept Visa, MasterCard, Discover and American Express.  Sorry, we do not accept personal checks or ship C.O.D.

TERMS:  First-time orders requre credit card payment.  For subsequent orders we will consider establishing terms and accepting purchase orders from accredited US companies and organizations, however Epic Engraving reserves the right to approve, deny or establish credit terms.   Please call to discuss credit terms.  Companies or organizations on terms are required to submit a purchase order number via email prior to producing an order.  Our standard terms are Net 30 Days, however Epic Engraving reserves the right to grant different terms, amend terms or recind terms at our discretion and with no prior notice.


Q: Do you charge sales tax?

A: North Carolina Sales Tax will be added for sales to North Carolina clients. Out of state clients are tax-exempt. North Carolina tax-exempt organizations, such as non-profits and churches will not be charged North Carolina sales tax, however we must have a copy of the organization's tax exemption form on file.  Tax Exemption forms may be sent via email or physically sent by mail.


Q: When will my credit card be charged?

A: Credit card information is gathered during the checkout process.  Cards are charged the moment we accept the order.  Occasionally, subsequent charges may arise, such as increading the quantity of awards after the order is in progress, having to utilze our logo cleanup service, or if the shipping method must be changed to an expedited service in order to meet your deadline.  In such cases, we'll need to go over your credit card information on the phone to cover any additional charges associated with your order.  We will always discuss this with you before we take action.


Q: Do your products come with individual packaging?

A: Yes. Most of our products include deluxe individual packaging.  This is included in the price of the item.  At minimum, all items will include protective packaging.


Q: Do you have a showroom?

A: No.  Local customers are welcome to pick up orders at our Raleigh, NC engraving facility, however our "showroom" is our website.  Please feel free to browse through our product categories, or call us to discuss your order.


Q: Do you share my email address and other sensitive information?

A: No. Epic Engraving is committed to customer confidentiality. Unless required by law, we will never sell, share, rent, or distribute your private information.