Help / FAQ

36901

5 Stars across the board (Overall Satisfaction, Product Quality, Communications, Delivery, Problem Resolution, Imprinting)

We are in the office to help you from 8am-5pm, Monday-Friday and can be reached via phone or email at this time. After hours, please send an email or leave a voicemail msg and we'll get back to you the next business day.

Our return policy is designed to make sure you’re happy and satisfied with your purchase. If you discover any manufacturing defects, you have a 30-day window from the date of delivery to initiate a return for repairs, replacements, or a credit to your account, whichever you prefer.  

We define manufacturing defects as those items directly manufactured in our facilities that do not match the artwork or sample proof that has been approved by the client or to the decoration work we have performed.

Orders can be modified/cancelled until the emailed art proof is accepted without penalty. We start production immediately at this approval stage. We make all products custom per our clients' specifications. We are not able to offer cancellation after we complete the order.

If your order is already in production and you need to cancel, please email us for the cost of work done so far.

Orders can be processed via email or online through our customer portal. To start setting up an account, we just need your company name (if applicable), billing address, and phone number.

Yes - please provide us the address and we can ship blind directly to your customer or event for no additional cost. Shipping is included in the order prices.

We require a credit card for all new customers.

We accept:

Visa

MasterCard

Discover

American Express

No, all products are made in our factory in China. We have a staff over 100 people in our China office.

Yes - as long as the visuals you provide are clear enough for us to see to redraw, we can make a vector art proof file within about one business day from receiving your original art with your PO. If you don't have a logo yet, please feel free to send us clip art and instructions/ideas with your order and we can create a design for you. If you require vector art before placing the order, we highly recommend www.ignitiondrawing.com

We provide 1 free art proof and 1 free revision. Each additional revision that is a change from the originally submitted design will incur a charge of $20 per revision.

We do all orders as custom, but if you see something you'd like us to match exactly or modify for your product, let us know!

Yes, we hold moulds for 2 years. If you can let us know your approx. order date, PO, or our order number, this will help us look it up for you. We always reproof the artwork to ensure we match the correct order. If your order required a mould fee (coin, medal, or 3D orders) and you need an exact repeat, you will not be charged again for the mould if its within 2 years. Outside of 2 years we need to remake and charge for new moulds.

Please contact a customer service rep for pricing on less than minimum orders.

Please add your height measurement to your width measurement and divide by 2. If you only know the longest dimension, you can also use this measurement. Please feel free to email service@arrowemblems.com for a free custom quote. Please include desired sizes, quantities, and the logo you are interested in for the quote.

For most products under quantities of 1k, we can produce in about 2 weeks from approval of final proof or sample. The art proof is required and we can provide this next business day. An sample via email for $30(A) adds about 6-9 days to production time. An in-hands sample adds 9-11 days to production time and we will have to charge $90(A) for shipping/handling if this is desired.

If you are attempting to match an existing sample, we will need to ship a physical sample to our factory. To ensure an exact match, we can ship to our factory for a $120(g) fee to guarantee 100% accurate duplication. This fee covers freight and handling to our factory. Physical samples cannot be returned.

Yes, we pass on the costs from a government approved lab such as Intertek.

No – we offer gold or silver plated brass. We can also offer many gem colors, but do not use precious gems.

If we are not able to make contact with you to make payment arrangements, Arrow Emblems will continue to attempt to collect payment for any and all past due invoices on accounts that still have a balance due to Arrow Emblems. Collection attempts include charging any credit card on file, emailing invoices and submitting past due accounts to collection agencies.

We do our best to make contact before we begin the collection process. If we are unable to reach you after the invoice is past due, we will charge the card on file. We will not refund credit card charges made on past due amounts.

Yes, ALL packages require a signature for delivery. You can electronically sign for your package or request a package be held at your local FedEx location for pickup. Go to the FedEx tracking page with your tracking number, click Customize Delivery to view your options.

No, unfortunately our FedEx Express contract does not allow for this.

Yes, ONLY if a street address is provided along with the PO box number.

Yes, prices vary.

Yes, a $45 fee will be added to your invoice and charged to the CC on file. This is the fee amount charged to us by FedEx.

No, we do not offer DST files of our embroidered patches as a service. We do offer sew files for patch attachments for $15. For any other digitizing requests, please visit our sister company at ignitiondrawing.com

Pre-production sample cost is $45.00 plus a non refundable set up (see Cancellation Fee) If you need more than one sample, it's $45 for the first sample and $15 for each additional sample (if shipping together). Sample cost with a definite order is $45, and we will need the full PO.

*Prepay customers will pay up front for the entire order with this option.