Policies and Procedures

RETURNS AND REFUNDS

     It is Eagle Creek Custom Etched’s policy to provide 100% satisfaction in the quality of each and every order. If you're not completely satisfied, you may contact us within 10 days of receiving your order for a refund on any part of your order that does not meet your satisfaction. Personalized items are not returnable, since they cannot be re-sold. If you provide us with inaccurate information on wording, you agree to pay for the original item and a replacement item (if desired). If we make the error, we will replace the item at no cost, or provide a refund. Orders must be returned to us before any amount is refunded. Handling, shipping, and insurance charges are not refundable.

     Our liability for customer supplied items for custom etching/engraving is outlined in our “Hold Harmless/Disclaimer Agreement”. Please contact us for a copy of this Agreement before submitting products to us for etching/engraving.

CUSTOM ARTWORK SPECS

     Line-drawn, camera-ready black and white artwork will ensure the best quality engraving.  By following the guidelines below, you will eliminate any "cleanup" charges.  Custom artwork that does not conform to our Artwork Specs carries a $30 charge per custom image (not per item), with an additional $75 per hour charge for cleanup and/or retouching of unusable artwork.

     If you choose to E-mail artwork, use one of the following formats: 

• .cdr (CorelDRAW!)

• .jpg (JPEG)

• .pdf

     Image resolution must be a minimum of 300dpi.

     Attach your image(s) to an E-mail or send them to us on a 3 1/2" floppy disc or ZIP disc, IBM formatted, or on a CD-ROM.

     Camera-ready black and white artwork printed on vellum or paper is also acceptable.  Laser printing is acceptable.  Ink-jet printing or faxes are NOT useable!

     When submitting artwork, wherever possible please include your order number.  Also be sure to include your name, address, and telephone number in case we have questions for you.

Customer Supplied Photographs

     We can engrave from an original photograph which you supply (you must own the rights to the photograph). Other than a $20.00 one-time set-up (digitizing) fee, item prices remain the same. Note: Background removal is a very time-consuming process which requires an additional $30.00 charge. Photographs must be submitted to us by USPS, FedEx or UPS. We will not accept photographs via e-mail as the resolution is often distorted.

     Photographs can be black & white or full color. We can resize your image as needed. Better resolution is obtained if the image is "reduced" in size (make an 8" X 10" image into a 5" X 7" image). "Increasing" the size of the photograph may cause reduced resolution of the finished product.

     All photographs engrave differently. The better the photograph, the better the engraving. If we have a concern with your photograph for engraving purposes, we will contact you prior to engraving.

     Your photograph will be returned undamaged with your shipment.

ADDITIONAL CHARGES

      Due to the nature of our service, it is sometimes impossible to include all charges at the time of checkout.   Where possible, we have included descriptions of additional charges you may incur before the order is shipped (such as in the case of customizing an order to include a multi-sided or wrap-around etch -- a $15.00 surcharge per item, per side).   You will never be charged additional amounts before we confirm the surcharge with you.

Multi-sided and Wrap-around etchings

      Multi-sided and wrap-around etches require a significant increase in time, materials and effort to produce the finished product.  Due to this process, each item with a multi-sided (or double-sided) or wrap-around etch incur a $15.00 per extra side surcharge.  As not every object in our inventory lends itself to multi-sided or wrap-around etching, it is sometimes impossible for us to fulfill such a request.   In such instances, or in the case you have selected Multi-Sided etching in which more than one extra face is available, we will contact you to discuss your options.  Due to these variances, you will not be charged multi-sided or wrap-around fees until we have contacted you with the actual total.

NOTE: Assuming your order can be processed as submitted, we will design your order accordingly and then contact you for approval for the final surcharge amount before etching and shipping your items.  The surcharge amount will never exceed $15.00 per side or wrap-around!

Custom Images & Etches

      Images, logos, designs and other custom artwork submitted for etching may incur additional charges, according to the time it takes to "clean-up" or otherwise modify submitted artwork for etching.  Artwork submitted according to our Artwork Specs generally will not incur any additional charge.  The artwork fee for all other submissions is calculated at $75.00 per hour with a minimum charge of $30.  If a customization fee is to be charged, we will contact you with an estimate of the artwork fee before beginning the design process.

SHIPPING

Charges

      Eagle Creek Custom Etched calculates shipping charges based on the total monetary amount of products ordered, before adding tax or customization fees.  The shipping charge is $10.00 per $50.00 of your order subtotal (see table, below).  All orders of more than $250.00 are charged a shipping fee calculated at 20% of the order subtotal.

NOTE: Ornaments are an exception, and shipping charges on orders including ornaments are computed differently.  Before looking at your subtotal and calculating the shipping, we reduce the subtotal for each ornament ordered.  This allows a greater number of ornaments to be shipped at a reduced cost.

Methods and Delivery Dates

• All orders are shipped by UPS Ground or USPS Priority Mail.

• Allow four weeks for delivery within the continental U.S.  Products usually ship within 2-3 weeks of order placement.

• Rush delivery (and rush "jobs") are also available, both at an additional charge.  Please contact us if either of these issues applies to your order.

• All orders shipped are insured for full replacement value, including etching and artwork charges. Claims for breakage must be made to us within 7 days of the receipt of the item(s).

• Keep all packaging to be submitted for inspection with your claim, if necessary. 

• Expect small variations such as “waves” or air bubbles in even the best glass and crystal. These are normal and these variations are not considered defects. We check each item for quality before shipment.

• You will be notified immediately if the item is out of stock or we cannot fulfill your order in the time requested.  If an order will take longer than 30 days to reach you, we will contact you and make arrangements to cancel the order or set a new shipment date.

NOTE:  Many factors dictate the turn-around time on an order.  These include the time it takes for each etching process, the number of products to be etched, shipping times, and (where applicable) the time it takes to receive your "custom artwork."

DEALERS, BUSINESSES & GROUPS

      We’ll work with selected dealers, community groups, and businesses to provide personalized products for their organizations. All orders for these organizations must be pre-paid by Corporate Check or Personal/Corporate Credit Card before shipment. Please contact us directly for full details and specialized pricing.

PRIVACY POLICY

     Eagle Creek Custom Etched believes in protecting the privacy of our visitors. We will never share your personal information, including your name or address, with any external organization. We do not sell our email address lists.