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 quote a representative will reach out to you via email within 24 hrs so you will be able to review your curated range of products based on the information provided. We will request artwork or logos be submitted at this time via email. We'll create and provide e-proofs free of cost to give you a real indication of what the final product will look like. Once all details are set and e-proofs are approved 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?
We do require a 50% deposit. We will process the deposit for payment once your order is ready and approved to go into production. The remaining 50% will be due once the order ships. Photo proofs of your order will be emailed before final payment is processed. 

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

Production times will vary based on the product. That is the number of business days it will take to print your item with a single color imprint after you’ve approved your artwork. You will be notified of shipping times and an estimated delivery date 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 have the faulty items remade.

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 commercial 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 service representative (you’ll receive an e-mail from them shortly after you request a quote) and they’ll be happy to assist.

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. Keep in mind that if you ever place an exact reorder for the same item you do not have to pay the set up charge again!

If I reorder an item will I pay set-up charges again?
No! If you place an exact reorder (same art and item) you aren’t charged a set-up charge again. Also, once we’ve done your logo in a digitized format for embroidery, we don’t charge you a new tape or digitizing charge to embroider any other item.

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 or resale certificate.  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 in most cases they 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 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.

Mission

We're committed to deliver consistent world class service to our customers. Our products meet the highest quality standards in the market.

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Corporate

1000 Parkwood Circle

Suite 900,

Atlanta GA, 30339

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