FAQ

Do you ship Internationally?

We ship to all states within the United States and Canada.

What is the process for ordering commercial promotional products?

Once you submit a request for proposal a representative will reach out to you via email within 24 hrs so you will be able to set up a consultation. We work with you on your selections and design until your satisfied. We provide e-proofs free of cost so you will know what the final product will look like. Once e-proofs are approved and payment is received production will commence.

 

What are e-proofs? Will I see an e-proof before my order goes into production?

Electronic proofs are an electronic mock up of what your exact product(s) will look like. You will always see an ‘e-proof’ of your item(s) which must be approved in writing (via email) before production will begin.

What type of payments do you accept?
We accept checks and all major credit cards. Make checks payable to Etched Atlanta, LLC.

When do you charge my credit card? Do you require pre-payment?
For new customers, orders must be prepaid to be produced. We offer additional payment options for return customers depending on credit worthiness. 

How long will it take for a commercial products order to be delivered?

Production times will vary based on the product but typically take about 12 business days. That is the number of business days it will take to produce your item with logo imprint after you’ve approved proofs and payment has been received. You will be notified of shipping times and an in-hands date must be agreed on prior to the start of production. 

How long will it take for an order from the gift shop to be delivered?

As part of the online order process we show you the shipping charges for ground, 2-day and next day shipment. Orders typically take 24-48 hrs for items to be shipped from the time the order is processed.

What is your return policy?

All products are customized, we are unable to accept returns. If you feel your order faulty in any way, we ask for photo proof of your complaint. We will review your complaint and address it on a case by case basis. We strive for 100% satisfaction.

How do I get in touch with someone if I have a problem with my order? 

Once you place your order online or request a quote a representative will handle any complaints or address any concerns you might have. If you feel you are not getting a satisfactory response, please call us at 770-291-4530 with your invoice/order # and details of your complaint. We will do our best to ensure we fix the problem.  

 

My order arrived and the print quality is unacceptable - what do I do?

We have quality checking procedures in place to minimize the chance of products being dispatched with poor quality print. However, in the unlikely event that print quality is poor, simply contact your account representative.

My promotional products order arrived and the products are damaged - what do I do? 

Should your order arrive damaged, it was likely caused during transit. If this happens, remove the damaged units and we will arrange a refund for them or replace at no extra cost.

 

What if I receive more or less than units than I ordered?

We typically ship the exact number of units required for the order. However, due to occasional variations in the production process, an under-run of an order quantity may occur. We will arrange a refund for the number of units short or send the additional units at no cost to you.

Can I cancel or change my order?
You can cancel at any time prior to the order going into production. Once items have been imprinted with your logo, we can no longer accept a cancellation. If you need to change your order for any reason, please contact your account representative.

What are set up charges?
Some of the items we offer have ‘set-up’ charges (screen charges, die charges, etc.). It is important to note these are NOT art charges. These are charges to create the screen, die or other necessary items to imprint your specific logo. Set-up is always FREE!

Do you charge sales tax?

We currently collect sales tax on orders shipped to all states that impose a sales tax, as well as the District of Columbia and Puerto Rico. If your organization is exempt where we collect sales tax, please supply your service representative with the appropriate tax exemption. For more information, please consult the website of the relevant tax agency.

 

Can I see a sample?
Yes! We’re happy to send you a sample of an item(s) you’re considering. We send the samples free of charge and are yours to keep. Our sample service is intended to help those who are seriously considering an item or are looking for ideas. 

Can I order in quantities smaller or larger than those shown?
Most of the time the minimum order quantity shown is the required minimum, although we encourage you to call if your requirements mean you need fewer items so we can offer assistance if possible.

Use of Trademarks
If we use artwork you have supplied to imprint your product, you are warranting that you have unrestricted right and authority to use and distribute that artwork.