Frequently Asked Questions

All orders must be placed through our online ordering system. 1. Choose your item, customize the item and submit your order, 2. We will send you an email notification when your proof is ready for viewing, 3. Request changes to your proof or approve your proof, 4. Provide payment and complete the order, 5. Most orders will ship the next business day, 6. You will receive a payment confirmation email after you make payment and a shipping confirmation email once your order has shipped

No, we do not charge setup fees.

No, we do not require a minimum order.

Yes, depending on current workload and product availability. Please contact a customer service representative for additional information.

Once you have chosen a specific item, (style, color, etc.), you will be on the Product Information page showing the pricing for that product. Above the image of the product will be a place to enter the total quantity of that item that you want to order. Enter the total quantity you need and click the "Begin Order" button.

Unfortunately we cannot accept orders over the phone or by fax, all orders must be placed through our online ordering system. This method of ordering offers many advantages, such as: 1) it allows you to verify information as you provide it for your order, 2) provides a trackable order in our system that you can monitor, 3) provides automated email notifications concerning your order, 4) helps eliminate setup fees and helps keep prices low by providing a streamlined ordering process, 5) provides an "Express Reordering" system to easily place new orders for your existing design, 6) you have the ability to see your order history and print invoices, 7) you have the ability to update your billing and shipping information as needed

Yes. We will prepare a proof of your paperweight design before you pay for the order and before we produce the order. This service is provided for new customers or for new paperweight designs.

You will view your proof from within your account on our web site. Sign in to your account and click on the ‘Review Proof’ button or click on the link from the email you received. When you approve the proof you will be directed to the payment and shipping pages of the checkout process.

Our goal is to have your proof ready within 1 business hour. This applies to our regular Monday - Friday business hours of 10:00 a.m. to 5:00 p.m. eastern standard time. However, we can't always anticipate the number of orders we will receive and a 1-hour proofing time may not always be possible. Under these circumstances, your proof will be ready no later than by the end of our next business day. We will send you an email notification when your proof is ready. You can also sign in to your account at any time to check the status of your proof.

No. We prepare a proof of one paperweight using only one name from your order. You will not see a proof of every name submitted in your order. This is one way we eliminate setup fees. The names and information you provide for your paperweights will be used EXACTLY the way you provide it. In the unlikely event that we produce a paperweight incorrectly, we would replace the item at no charge to you.

We will send you an automated email notification after each of the following steps: - When you request a proof, - When your proof is ready for viewing, - When you have made payment for your order, - When your order has shipped. *Note: As these are automated emails, sometimes your email client will sort them into your ‘bulk’, ‘spam’ or ‘junk’ email folders.

Sign in to your account and the status of your order will be shown beside your order number. You can also click on the order to see more information.

Yes. We keep your design, your logo and all of your information on file. You do not need to re-send your logo for future orders unless you have changed your logo design. To place an order for your existing design, click on the "Express Reorder" link on our web site and sign in to your account.

Any web site can have difficulty functioning properly depending on which web browser you're using. Individual computer settings can also interfere with a web sites normal function. Our web site works best when viewed using Internet Explorer or Mozilla Firefox web browsers. Please use one of these web browsers and our web site will work as it should. Alternatively, try using a different computer, as your computer's settings could be interfering with the normal function of our web site.

Not in most cases. Most orders will actually begin the production process shortly after you make payment and complete the order. Since the paperweights are customized and made-to-order, we cannot re-sell your custom item to someone else if you change your mind. Due to the custom nature of our products and the speed at which they are produced, we do not allow cancellations in most cases.

No. We do not have the ability to combine separate orders into one order or one invoice.

Once you have chosen a specific paperweight, the base pricing for that product will be shown. If multiple sizes are available for the paperweight, the base price will be for the smallest size available and includes the use of a logo and as much text as will fit on the product. If other sizes are available, the pricing for those sizes will be shown on the next page once you begin the order. Enter the total quantity needed and click the "Begin Order" button to see the other available sizes and pricing.

The best way to obtain a quote and see pricing for a product is to actually begin an order. Once you enter the total quantity needed, the next step of the ordering process will show you other size options (if available) and the pricing for those sizes. Place the order in your shopping cart to see the subtotal for the order. Once the order is in your shopping cart, you can also estimate the shipping charges by providing your shipping zip code. You are under NO obligation to complete the order at that time.

Yes. Our pricing is based on the total quantity of an item that you order. Pricing will automatically be adjusted as you add items to your shopping cart.

Click on the “Express Reorder” link and sign in to your account. Once you have signed in, your product template(s) will be displayed. Click on the image of the product to start your order. There will be instructions on each page of the ordering process to guide you.

Click on the “Express Reorder” link and sign in to your account. Once you have signed in, your product template(s) will be displayed. Click on the image of the product to start your order. You will provide the new information for the paperweights during the ordering process. There will be instructions on each page of the ordering process to guide you.

No. The prices shown on our web site include the use of your logo on your paperweight.

We need one of the following file formats: .EPS, .CDR, .PSD, .AI, .JPG, .PDF. The file should also be at least 300dpi resolution.

You will upload your logo during the online ordering process.

No. We do not engrave or etch the paperweights in color.

We must design our own template of your paperweight so that we can change the name or other information as needed. You can upload your artwork during the online ordering process, but you will also need to upload your logo(s) as a separate file. We will then use your artwork as a guide to design our template.

No. Faxed logos are not of adequate resolution for graphic design. FYI: If you use your logo on any letterhead, signage or business cards, the company that printed these for you will have your logo in the file type that we need and they should be able to email it to you.

No. Logos copied from web sites or scanned logos are not of adequate resolution for graphic design. FYI: If you use your logo on any letterhead, signage or business cards, the company that printed these for you will have your logo in the file type that we need and they should be able to email it to you.

Our standard design charge is $35.00 per half hour. Once we receive your order we will provide you with a quote for your logo design. For an additional $15.00 charge, you will receive a disc with your new logo saved in several different high-resolution formats for your personal use.

Shipping charges will depend on which shipping method you choose when going through the checkout process. We offer FREE shipping by 1st Class Postal mail for all orders of $25.00 or more, to the 50 U.S. states. There is a nominal charge for the 1st Class Postal mail shipping option for orders less than $25.00, ($2.00 in most cases). We also offer expedited shipping methods from UPS for an additional cost. Expedited shipping costs are calculated based on your zip code and the weight of the order, and can be estimated once you place an order in your shopping cart.

Paperweight orders will ship from our facility 4 business days after the order has been completed and paid for.

The time is takes to receive your order will depend on the shipping method you choose when completing your order.

Transit times:

USPS 1st Class Mail*: this is the slowest shipping method available. Please anticipate up to 10 business shipping days for your order to arrive. We do not guarantee or imply a delivery date for this shipping option - no tracking information,
UPS Ground: 1-5 business shipping days after shipping date,
UPS 3 Day Select: 3 business shipping days after shipping date,
UPS 2nd Day Air: 2 business shipping days after shipping date,
UPS Next Day Air: 1 business shipping day after shipping date

Saturday and Sunday are not regular shipping days for UPS.

*Orders shipped via USPS 1st Class Mail are not trackable.

Tracking numbers are only available for expedited shipping services such as UPS.  There is no tracking information available for orders shipped for free via USPS 1st class mail.  Once we ship your order, we will send an email confirmation containing your tracking number to the email address associated to your account.  This email is an automated email and can sometimes be sorted to your ‘spam’, ‘junk’ or ‘bulk’ email folders.  Also, you can always sign in to your account to track your order.

Yes. However, orders shipped outside of the United States may be subject to import charges or shipping duties upon delivery. We are not responsible for miscellaneous shipping charges for orders shipped outside the United States. We have no way of calculating these costs and we have found that customers ordering from outside of the U.S. are typically aware of such charges.

This answer is targeted more towards orders that have been shipped by 1st Class mail, as UPS shipments can be tracked with the tracking number we provide. - If you chose the 1st Class Postal mail shipping option, your order can take as long as 10 business days to arrive. More than likely, your order is still in route to you and you just haven't received it yet. First, check to make sure you provided the correct shipping address. Click on the "My Account" link and sign in to your account. Then click on the order number to view the shipping address you provided. If the shipping address is correct and 10 business days have not passed since the order shipped, the order is probably still in route to you. If it has been longer than 10 business days and you still have not received your order, please contact customer service. Missing orders should be brought to our attention within 30 days of the shipping date of the order.

It depends on the product/paperweight. We do not apply a sticker to glass or crystal products. If you do not want a sticker applied to your product, you will need to indicate this request in the 'comments' box during the online ordering process.

No. We do not have the ability to change the credit card once an order has been completed. The only thing we can do, is cancel the existing order so that you can place a brand new order, and this can only be done if the existing order has not been shipped.

Not in most cases. Most orders will actually begin the production process shortly after you make payment and complete the order. Since the paperweights are customized and made-to-order, we cannot re-sell your custom item to someone else if you change your mind. Due to the custom nature of our products and the speed at which they are produced, we do not allow cancellations in most cases.

No. We do not have the ability to combine separate orders into one order or one invoice.

Yes, absolutely.
We understand that you're concerned about the security and privacy of your online transactions. This is why we use web site security features to ensure that your valuable data, such as credit card details, are encrypted when you interact with our web site. Our web site is just as secure as any banking web site. "How do you secure my payment information?" We employ state-of-the-art data encryption to ensure safe and secure transactions to our site. Your computer and ours agree to transpose whatever we are sending into an unintelligible "hash" of characters, using a technology called SSL, (For example: 3048 0241 00C9 18FA CF8D EB2D EFD5 FD37 89B9 E069 EA97 FC20 5E35 F577 EE31 C4FB C6E4 4811 7D86 BC8F BAFA 362F 922B F01B 2F40 C744 2654 C0DD 2881 D673 CA2B 4003 C266 E2CD CB02 0301 0001). Without the information on your computer or ours, no one can understand our encrypted communication. For your safety, please expect anyone who communicates confidential information with you on the Internet to use encryption the way we do. "What is SSL?" Secure Sockets Layer, SSL, is the security technology for encrypting a link between a web server and a browser. All data passed between our web server and your browser remains private and secure. Whenever you communicate with us on our payment pages, a small yellow padlock will appear on the right-hand side of the address bar or in the bottom right-hand corner of your browser (depending on which browser you are using) as a sign that we are now engaging SSL. (Another sign on some browsers is that when you enter the secure area of the site, the background of the address bar turns dark yellow or bright green. You'll also notice in the address bar that http:// is replaced by https:// (The 's' stands for 'Secure'). "How do I know you are a real organization?" To generate an encrypted SSL transmission, a web server requires an SSL Certificate. Checking a website's certificate is good practice that helps you avoid spoof websites, sometimes called "phishing" sites. To check the certificate, click on the padlock. Your browser will show you the name of the owner of the certificate. This name should match the name of the website operator. Our SSL certificates are issued by a leading certificate authority, Comodo CA. Comodo is Web Trust-compliant, meaning that their business practices and processes have been rigorously audited according to AICPA (American Institute of Certified Public Accountants) guidelines by an independent approved auditor (Ernst & Young). Comodo High Assurance certificates enable a high level of encryption. They also confirm that a company is a legally accountable organization. To receive a High Assurance SSL Certificate from Comodo, we had to demonstrate to them that we are an existing business, along with our control over the domain you are visiting. When you shop online, you deserve to know who you are interacting with. Seeing a site with a High Assurance SSL Certificate, confirms two essential factors: 1) That you have a secure SSL (encrypted) link with this website, 2) That this website represents a real organization.

Sign in to your account and click on your order number. A printable invoice will then be displayed. Click on the “Print to PDF” button at the bottom of the invoice.

Monday - Friday, from 10:00 a.m. to 6:00 p.m. Eastern Standard Time (EST).

You can reach our customer service team at 800-206-4099