Advanced Computer Engraving Company Policies
Final approval of engraving proof(s) by the customer constitutes permission to commence production. If you need to cancel your order after approval has been granted, we will do our best to accommodate. However, if the item has already been produced we are not obligated to accept the cancellation request.
We pack all of our products to exceed carrier standards for safe packaging of glass and all products are insured for full replacement value. If damage occurs during shipping, you must inform ACE within 3 business days of receipt of merchandise. Keep all original packaging and shipping box for inspection by the carrier. Important – we are not liable to replace any damaged item if you do not have the original shipping box/packing materials, as this will void the shipping insurance. Verified damaged items will be replaced at no charge.
We accept EPS, AI, PDF or any other VECTOR files – Adobe Illustrator or EPS preferred; e-mail files to: firstname.lastname@example.org
If an engraving error has occurred, you must notify ACE within 3 business days of receipt of merchandise. We will verify the error against the customer approved engraving proof. If we have made the error, we will be completely accountable and replace the item immediately at our expense. For errors beyond our control (customer provides incorrect name spellings, dates or other text, and has approved the incorrect proof) the item(s) will be replaced and the customer will be re-billed. We will make every effort to expedite replacement so as not to miss any event deadlines.
Payment is due upon your final approval of the engraving proof(s). We accept Visa, Mastercard, Discover and American Express. A copy of your paid invoice will be emailed to you upon completion of the project.
Purchase Orders: We do accept purchase orders from accredited US companies and organizations. ACE reserves the right to approve or deny credit terms for any company or organization. Please contact us to discuss credit terms. Companies or organizations on credit terms must submit a purchase order, for each order placed, via email before an order will be produced. Blanket purchase orders for ongoing programs are acceptable. Credit terms, when established, are Net 30 days. Payment must be received within 30 days of the date on the invoice.
An engraving proof will be provided via email for each item ordered (If Requested). Before production commences, customer approval of all engraving proofs via email or in writing is required.
ACE is committed to customer confidentiality. Your private information will not be sold, shared, rented or distributed.
Production (turn-around) time
When final approval of the engraving proof(s) is received, orders are normally shipped within 5-7 business days. From the day you place your order, including time in transit and proof review, orders are typically in your hands in 7-12 business days. Our goal is to meet your deadline. Please call to discuss your specific needs. We offer rush service and will make every effort to accommodate your deadline requirements.
Your final approval of the engraving proof(s) for your project constitutes permission to commence production. Because of the extremely custom nature of our work, and the fact that engraved materials cannot be “recycled”, we do not accept returns of completed merchandise. All sales are final. If orders are cancelled prior to final approval, the customer agrees to pay for any work that may have been completed up to the time of cancellation, such as special setup charges or artwork cleanup charges.
Orders which must ship in less than 5 business days from the date of final proof approval are considered rush orders. We do not charge for this service, other than the cost of expedited shipping to bring the material to our shop. We will make every effort to accommodate all rush service requests. However, because stock levels can vary, we cannot guarantee that rush service is available at all times.
Standard shipping is via UPS.
Proper use of a customer’s registered trademark is the customer’s responsibility. We reserve the right to photograph and/or show as samples, items produced by us without any liability on our part as to trademark or artwork rights. All logos and registered trademarks pictured as engraving samples are the property of their respective owners. Their use on sample photographs is intended only as a demonstration of the type and quality of our work. No endorsement of any product, publication or company is implied. All photographs are the sole property of Epic Engraving. Unauthorized use is strictly prohibited.