PLEASE NOTE: Our Showroom will be closed this Friday, March 29th, 2024 for the Easter holiday.

Store Policies

By ordering from FiveStar Awards & Engraving, you agree to these terms and conditions. If you have any questions concerning these policies, please feel free to call us at 919-954-1130 or email info@fivestarawards.net.

Order Minimum

Our store minimum is $50.00 per order. This typically covers our standard $35 production setup charge and the product charge. In most cases, once the product total on the order reaches or exceeds $50.00, the production setup charge is removed.

Returns and Refunds

Our products may not be returned or refunded once they have been custom engraved or personalized. The only exception is if we mistakenly engrave differently than what was provided and signed off on the proof. In that case, we will re-engrave on a new product of the same item (or similar item, if the original is no longer available) at our expense. Any errors of ours must be brought to our attention within 10 days of you receiving the completed order.

Proofs and Customization

We will provide you a PDF proof via email of each item purchased. You must approve the proof before we can proceed. We do not provide proofs on small plates or small jobs that we already have established templates for; if a proof is still requested, a $10 proof charge will be applied to the order. We will communicate to you if the order comes with a proof or not, should there be any confusion.

We will customize your items exactly as the approved proof. We do not correct spelling or grammatical errors in personalization text, since some words may be misspelled or differently spelled on purpose. It is your responsibility to ensure the text you have submitted is spelled correctly and free of grammatical errors.

All personalization text and instructions should be submitted either through our web store or email. Handwritten text is never guaranteed; if we misread handwriting and have to redo the order, this will be considered customer error.

Schedule for completion of your order will be affected by when proofs are returned, so please return them within 24 hours to remain on schedule, unless otherwise noted.

Quantity Change

Once your order is placed, we will procure stock as needed to fulfill your order. If your count drops after stock has been purchased for your order, we will inventory the blank stock for your future orders, or send you the blanks with your order. We do not refund or restock these items.

Shipping

Shipping charges at the time of checkout are an estimate, based upon average shipping rates; the actual shipping cost may end up higher. You will be notified of the actual shipping cost before your order is processed. If the new shipping charge is not acceptable to you, you may request a different shipping method.

We are not responsible for shipping transit time. Transit times are provided by the individual carrier and may vary, especially during busy shipping periods like the holidays.

We can also ship using your shipper account, and we will only charge for packing materials and handling. International shipping can only be done using your corporate shipper account, and we charge $60.00 per order for international shipments, due to the paperwork involved in processing.

Payment

Immediate processing payment methods include Visa, Mastercard, AMEX, and Discover. An order is not accepted unless you receive an order acknowledgement from us through email.

It is not standard for us to provide direct billing terms, unless it is a large volume, repeat customer. If we do enter a billing terms agreement, it is typically with 10-day terms. Billing agreements preferably will be agreed and confirmed before the completion of the order.

There is a $25.00 returned check fee, and/or collection and payment fees as allowed by civil code. If a check is returned, the face value of the check, plus the $25.00 returned check fee may be paid by cashier’s check. We do not accept a personal check or credit card payment to replace a returned check.

If there is an error on a transaction, always contact us first—we can resolve the issue quickly and without the hassle of a dispute. If a customer disputes a transaction with the bank before contacting us, there will be a $25.00 late payment fee assessed for the disputed transaction. Additionally, finance charges at 1.5% per month will be assessed on all disputed credit card transactions until payment is received in full.

Pricing Changes

We reserve the right to modify the pricing provided with or without notice. We make every effort to ensure our pricing listed in our web store is accurate and that a pricing change would only occur when we discover an error on a product. You will be notified of any price changes and will have the opportunity to cancel your order.

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