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FREQUENTLY ASKED QUESTIONS

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--- QUESTIONS ABOUT THE COMPANY ---

  1. Q: How long have you been creating awareness and motivation products?
    A: As a company, we’ve been producing these products for over 30 years.
  2. Q: Why buy from AwarenessIDEAS.com?
    A: Whether you’re looking for great selection, unrivaled customer support, competitive prices or creative input, you’ve found it in us. We go the extra mile to satisfy all of your needs, before, during and after you receive your products.
  3. Q: What are your customer service hours?
    A: Our main office is open 9 am to 5 pm Eastern Time to receive phone calls. Some of our representatives make themselves available to clients during extended hours as well. Email is answered 24 hours/day, usually getting a response within a few hours.
  4. Q: Can I place my order any time?
    A: You sure can. The online ordering system is available 24 hours/day. You can also email us (info@awarenessideas.com) with your orders 24 hours/day. You may also call any time during customer service hours. After hours, leave a message and we’ll get back to you quickly. Messages are often checked after hours.
  5. Q: What is the parent company, Flexi Display Marketing?
    A: Flexi Display Marketing is a marketing and promotions company that has two smaller divisions. The parent company specializes in trade show displays, trade show accessories and signage. AwardsIDEAS.com specializes in recognition materials. AwarenessIdeas.com specializes in employee awareness materials and promotional products, dealing specifically in the energy, recycling and safety markets. We can help you create promotion where you need it.
  6. Q: Will I have access to the same account rep when I call?
    A: Absolutely! As we’re a company with a hands-on approach, you can request to talk to the representative of your choice. Anyone at the company can help you with an order, give answers and make the process as simple and trouble free as possible.
  7. Q: What is the average response time to my questions?
    A: Phone calls get instant person-to-person response during customer service hours. No long waits, no queues, no automated response system. We put the person in personalized service! Emails are responded to within 2-3 hours typically, 24 hours/day. Orders placed in our cart are responded to by either phone or email within 8 hours, with many of them responded to in much less time.
  8. Q: Who are your clients?
    A: Our clients are many and you’ve heard of most. Think Industry companies. Think Retail companies. Think Service Industries. Think non-profits.  Think government agencies. Think Hospitals. Think schools.  Think small business. Think of retail stores who wish to resell items to their customers. We make awareness marketing easy for everyone, regardless of industry or budget.
  9. Q: What makes AwarenessIDEAS.com a great choice for products?
    A: Being a marketing and design company that deals in many aspects of employee awareness and employee motivation, we realized the value in providing products that inform, educate and excite. Our customers feel assured that any product they choose will be made exactly as they wanted and will work to make awareness for their cause, project, presentation or give-away.


--- GENERAL ART & PERSONALIZATION QUESTIONS ---

  1. Q: Are there setup fees?
    A: Yes, there are setup charges on some of our products. This fee varies by product and is calculated based on the complexity of the customization. Please call for us a free, no-obligation quote on any item.
  2. Q: Do I have to pay setup charges on reorders of the same product with the same artwork?
    A: This depends on the product. Typically, if we have your art on file and you’re purchasing the same product, there is either no setup fee or a reduced setup fee.
  3. Q: Are there artwork charges?
    A: There may be a small artwork charge on simple art changes to our items in addition to any setup fee that may apply. The definition of “simple” in this case is artwork that is easily created or fixed to meet our production needs.
  4. Q: What is Camera Ready Art?
    A: Camera Ready Art is artwork that meets our technical specifications for font size, image format and quality. We will gladly inspect your art, free of charge, to determine if it is camera ready.
  5. Q: What’s an imprint area? Why are there sometimes more than one?
    A: An imprint area is the place on the product for your personalization. There are sometimes multiple areas. Some are sized for images or text, others are for text only. These areas are specific to each product and may be limited by physical space or your design. Contact us for details.
  6. Q: What if I want a blank (unpersonalized) product?
    A: We can do that too! We make a point of stocking blank products for quick shipment, if necessary. Many can be shipped same day or next day, depending on inventory, if you’d like them blank. In addition, we stock and produce a variety of standard items throughout our cart. If you’d like a standard/stock item, please feel free to contact us for this as well. We may have a minimum quantity even on these, but we encourage you to contact us to discuss this.
  7. Q: How long do you keep my art on file?
    A: Typically, 1 year. Sometimes, more than that. If you find you’ll be ordering from us regularly (such as annually, or more often), let us know to put your art on permanent file.
  8. Q: Are there any other charges besides personalization and setup with your standard products?
    A: With our standard products, no. Custom products may require special tooling or molding or setups, but any stock product holds no additional charges than setup, personalization and shipping.
  9. Q: Do my products come with a gift box?
    A: Many products come with a gift box. Most that do have a gift box have this feature listed in the item’s description. If you have a specific question concerning a gift box, please either call us or email us and we’ll confirm this product’s box for you. We may be able to create a gift box specifically for any item you order.
  10. Q: Can I get a blank product and have it imprinted elsewhere?
    A: This depends on the product. Some may be imprinted by other vendors. While we specialize in the personalization of your product, there may be a time in which logistics require you to receive a blank product and imprinted later.
  11. Q: How do I submit my artwork to AwarenessIDEAS?
    A: You may e-mail all artwork to info@AwarenessIDEAS.com. If your artwork is large or you would rather not email it, contact us (800-875-1725 or info@AwarenessIDEAS.com) to set up FTP access or other means of artwork transfer.
  12. Q: I don’t have artwork for my custom order. What do I do?
    A: Our team of talented artists and designers will be happy to create a fantastic design for you. We offer free consulting to develop a product and message that will satisfy your needs. We’re capable of producing imagery, using a number of fonts and adding effects that make your product stand out.
  13. Q: Can you provide a sketch or layout of custom plaques or products so I can review before purchasing?
    A:  Yes. We provide a layout to your product via email or fax to ensure quality and integrity of your chosen design. Once this proof reaches you, we ask that you sign the verification and fax back with any changes that may be necessary.
  14. Q: Once I purchase a product, do I receive a paper proof of my engraving?
    A: We are happy to supply one paper proof via fax at no additional charge. We will provide a proof of the desired imprint on a template of the item ordered so you can approve the size, positioning and spelling. Written approval must be returned via fax within 24 hours so your order will not be delayed.
  15. Q: Can I include the Energy Star Logo on your products?
    A: We're a proud partner with Energy Star, providing awareness materials for other Energy Star Compliant organizations. Anything in our Energy Sections can have the Energy Star logo added. In addition, any other product that you find on our site (or idea you have but don’t see a product for) can be produced with the Energy Star insignia. We’ll help you choose the appropriate Energy Star Approved Logo to match your products and message.
  16. Q: What format can my art files be in?
    A: See our Art Specification Page for details.

--- SHIPPING QUESTIONS ---

  1. Q: Do you ship internationally?
    A: We can and do ship internationally. Prices for international shipments are substantial, but we can accomidate them if you need us to ship internationally. We are based out of Troy, Michigan, USA -- but can be seen worldwide!
  2. Q: What is included in your "Shipping Charge"?
    A: Along with the actual price of shipping, a small fee is added onto your order for in-house handling. This includes the labor and materials needed to ship your order safely and in a timely manner.
  3. Q: How is my order shipped?
    A: Most orders are packaged in damage resistant boxes and shipped with our primary carrier, FedEX. If you have special shipping needs, we can meet those with our carrier, or your carrier, as the need arises.
  4. Q: Are you affected by weather or holiday related delays?
    A: Unfortunately, anyone who ships by common carrier is. We’ll do our best to accommodate you in these situations, but we can not control the weather or holiday traffic.
  5. Q: How I report a lost or damaged shipment?
    A: We provide tracking numbers on all shipments and regularly track these for customers, ensuring that your shipment arrives safely and in a timely manner. If something should arrive damaged or not arrive at all, please inform us right away. If something arrives damaged and the box was obviously damaged in shipping, it's important that you bring it to the shipper's attention immediately and photograph it to prove the problem to the shipper.
  6. Q: How do I get tracking numbers on shipments?
    A: Tracking numbers are mailed by your representative the morning after an item ships. We are working on a system to generate these numbers as the item ships, but for now we offer the tracking the morning after shipment. If you have a problem with a tracking number, please let us know immediately.
  7. Q: What if I need to return a product?
    A: We do accept returns on incorrectly manufactured products, as well as blank pieces. Contact us for an RMA number.
  8. Q: How does the RMA process work?
    A: If an item is to be returned, contact us immediately to discuss your RMA. If the error is due to a defect from a proof you approved, we will work with you to correct the problem. If you approved artwork and the product arrives as approved but not what you wanted, it is the customer's responsibility to proof for spelling, grammar and layout. In cases where an order is rushed for a client and a proof is not available, the client understands that any incorrect information on or about the product is the responsibility of the client. If we find your claim to be valid, an RMA number will be issued and you may return the item to us for a refund. Refund is subject to restocking fee in some cases. Call us for details.
  9. Q: Do you offer expedited shipping?
    A: Yes. We offer overnight 10:30 AM, Next Day Anytime, 2nd day and Ground Service. Items are shipped when expedited one day after production ends.
  10. Q: Can I ship to a P.O. Box, APO or similar address?
    A: At this time, we can not ship to P.O. Boxes. DHL will deliver to residences, businesses and government facilities only. Pending clearance from DHL, we may be able to ship to APO or other addresses. This will be confirmed at the time of ordering.
  11. Q: I’m in Canada, do international charges, duties and customs apply?
    A: Yes. When shipping to Canada, we have to make a customs declaration for the value of the product. Any expenses related to this procedure are the responsibility of the customer and will be discussed with you upon ordering.
  12. Q: Is my purchase on back order?
    A: On the rare occasion that your items are out of stock, we will be sure to inform you right away via both phone and email, along with an estimated date that we expect to ship your order. If possible, we’ll offer suggestions on similar products to fit your needs.

--- PRODUCTION QUESTIONS ---

  1. Q: Are your goods made of recycled materials?
    A: Some of our goods are made of recycled materials. These are marked in the product pages with a logo that says “MADE FROM RECYCLED MATERIALS”
  2. Q: How long does it take to get my product?
    A: Blank products can be shipped typically within 1-2 days, assuming stock is available. Personalized products are typically produced 10-14 days after artwork and payment approval. Customized products, especially ones that require molding or tooling charges, may take 5-8 weeks depending on materials used and craftsmanship required. All of this will be finalized with you upon ordering. Sometimes, we can beat these times. Talk to us for an accurate timetable.
  3. Q: Are "Less-than-minimum" orders acceptable?
    A: They sure are! Many of our products are available and in stock in smaller quantities. Don't hesitate to call us, toll-free at 800-875-1725 for details.
  4. Q: Where are your products produced?
    A: We have production facilities throughout the United States and WorldWide. If you need your product to be made solely in America, talk to us about it.
  5. Q: What materials are your products made of?
    A: Our products are made of a variety of materials and we use only the highest quality base materials to create them.
  6. Q: I’m having trouble ordering online. What do I do?
    A: Occasionally, technology gets the best of us. If at any point in your browsing, ordering, payment or evaluating you encounter a problem, feel free to call us (800-875-1725) or email us (info@AwarenessIDEAS.com).  We’ll be glad to help.
  7. Q: Do I have to use the Shopping Cart?
    A: The shopping cart is here for your use if you’d like. We actually recommend that you call us, as products often have many options and we’re specialists in helping you pick the perfect solution to fit your needs.
  8. Q: How often is the website updated?
    A: Our product lines are updated atleast once per year, with some updating more often. That said, we often create new products on a per day or per week basis and add these as they come in. Other than inventory, we also update the information sections of our site regularly.
  9. Q: My order shows no shipping costs or obviously incorrect shipping costs. What should I do?
    A: Shipping calculators are occasionally wrong. This becomes especially apparent when ordering large quantities of the same item, as the base calculator’s algorithm doesn’t always process correctly. Before shipping any order, we verify the shipping costs and notify you of any changes. We also call and offer better shipping options if we feel we can save you some money on shipping through a different carrier or different method.  If you feel something is in error, please contact us immediately.
  10. Q: Where do I put my personalization on my web order?
    A: When placing the order, there’s a space in each item page to put notes about your personalization. Please feel free to use this area for note about your inscription, logo use or other branding information. All orders are reviewed with you over the phone (with or without this included information) to verify their integrity.
  11. Q: How does your search function work?
    A: We use an open text search. It is not case sensitive and returns results from both our catalog and our articles. You can combine words for greater accuracy if you desire.
  12. Q: How does the “I have a question about this Product” button work?
    A: This button is available on every product, giving you a one-touch way of contacting us with questions on specific products. This works with any MAPI-complaint mail program (such as Outlook or Outlook Express). Simply press the button, ask your question and press send. We’ll respond to you shortly.

--- PAYMENT QUESTIONS ---

  1. Q: What credit cards are accepted?
    A: We accept Visa, Mastercard and American Express. We also take debit cards with any of these logos.
  2. Q: Do you take Paypal?
    A: We can also take Paypal payments. Contact us for details. 863-868-9300.
  3. Q: Do you take checks/money orders?
    A: Absolutely! We must receive the check in hand before production can begin. Check must clear our system before order can be shipped.
  4. Q: Do you accept purchase orders?
    A: For public schools, government agencies, and large corporations, we may accept purchase orders. This process is subject to credit approval and may delay your order. Call for details.
  5. Q: Do you share my e-mail address and/or phone number with others?
    Absolutely not. We realize the nuisance presented by spam and telemarketers, and as a result we have firm policies in place to protect your e-mail address and phone number from outsiders. Your information will never be sold or otherwise shared without your permission.
  6. Q: When is my credit card charged?
    A: Your card is charged upon ordering. We typically charge the full amount of the sale and shipping upon order. In the case of large orders or special circumstances, we may take a half payment upon order and a half payment before shipping.
  7. Q: Do you offer quantity discounts?
    A: Absolutely! This discount varies by product. Please ask for the quantity discount if ordering more than one product. Sometimes this quantity break is at 100 pieces, other times at 500, other times at 2500 and other times at 10,000. There are further discounts if you order more. Contact us for a quote on any item in any quantity.
  8. Q: How can I check the status of an order?
    A: You may e-mail us or call us at any time for status of your order. Once your order ships, a confirmation email will be sent with tracking information.
  9. Q: Will AwarenessIDEAS confirm my order?
    A: Yes, once your order has been confirmed and is ready to enter production (for custom orders), or ship (for stock orders), we will send a final confirmation.
  10. Q: Is there a sales tax?
    A: A sales tax of 6% applies to all Michigan businesses and individuals that do not hold tax exempt status. Local applicable sales tax may apply in other states.
  11. Q: Is my credit card information secure?
    A: Yes. Our website uses the latest 128-bit encryption technology, which is the strongest available protection currently available, and is considered safe against hackers.
  12. Q: What is the return policy?
    A: Our Quality Assurance department works hard to ensure that your products will arrive in beautiful condition. We will provide refunds or exchanges of defective items. All returns require authorization before being accepted.

    You may also return items even if they are not defective. Simply call us for a return authorization code, and we will provide a refund for your order, minus a small re-stocking fee. This does not apply for custom-made products.

    For custom orders, we will refund or exchange your order if the final product does not match the proof that was approved when the order was submitted. In such cases, we will re-make the order free of charge, or we will issue a return authorization for the items if they are found to be defective. Custom products not subject to returns unless there is a material or manufacturing defect.
  13. Q: Do you offer a "Rush" service?
    A: We produce orders when you need them. Rush service available in many instances. People are often surprised by how quickly our normal service is. If you have a rush need or a specific event date, please specify at the time or ordering. We’ll inform you of an expected delivery date then.
  14. Q: What about a guarantee?
    A: All products are 100% guaranteed. If you are not happy, we're not happy!
  15. Q: Are products available in custom shapes and sizes?
    A: Call us with your special needs and I am sure we will be able to help. We’ve been producing products for years in a variety of materials with precision and craftsmanship. When a stock product won’t work, we’ll gladly design and build anything your imagination desires.
  16. Q: I do not see the type of product that I want. Can you help?
    A: Absolutely.  While we carry thousands of pre-existing products, we will gladly design any custom product from a collection of quality materials to fit your budget. The products you see on the site are a small sample of our collection and we’ll be adding new items as we design them. Call us today for details. 800-875-1725.

--- POSTER QUESTIONS ---

  1. Q: Can I have posters printed in any language?
    A: Yes! If you provide the wording and spelling, we can print in most any language. Some languages that require special characters may carry an additional fee for setup.
  2. Q: What size are your posters printed at?
    A: Our standard poster size is 12” wide x 18” Tall. We can also print in other standard sizes (8 ½” x 11”, 18” x 24” and 24” x 36”). If you need a custom size, please ask. We can accommodate most anything.
  3. Q: Can I get posters printed on recycled paper?
    A: If you need this, yes. There may be a minimum quantity as we have to purchase the recycled paper stock in large quantities to keep the price reasonable. Contact us for information on this option.
  4. Q: Do you offer frames for posters?
    A: We do! Our AAA frames are aluminum snap frames with plastic corners. These are front loading, easy to use and add a touch of class to any poster. They are available in silver or black. Custom colors may be available.
  5. Q: Can I get my poster laminated?
    A: Yes! We offer lamination as an option on all posters. Call for pricing.
  6. Q: Can I have my logo or slogan put on a poster?
    A: Definitely! For a small fee (usually around $30/design), we can add your logo or insignia to any of our posters, giving you a custom look without the custom price. Many schools, organizations and companies do this to drive their goals home to their audience.
  7. Q: What is the production time on a stock poster?
    A: Typically, these are produced in 3-5 business days. We may be able to rush your order for a small charge.
  8. Q: What is the production time on a custom poster?
    A: Design Time can range from 1-2 weeks, depending on the design. After the design is approved, production runs 3-5 days, depending on our current work load. If you need this faster, contact us for a breakdown of rush charges and scheduling availability.
  9. Q: Are there minimum orders on stock posters?
    A: There are no minimal orders on stock posters. Custom posters require a design & setup fee. This fee covers creativity fees and is a one-time charge per design. The production costs on custom posters are the same as stock posters in the same size and material.
  10. Q: What kind of paper are your posters printed on usually?
    A: Our standard stock is a semi-glossy 80 pound cover. We use this stock to keep prices low for you while maximizing appearance. Alternatively, we can use other weight and brightness of paper if you have a need. Please specify these needs when ordering and we’ll gladly give you a quote on the cost difference.

--- DECAL QUESTIONS ---

  1. Q: Can I have my logo put on one of your stock decals?
    A: Definitely! Your price will be determined by the number of colors and quantity purchased. We can add your logo or insignia to any of our decals or handouts, giving you a custom look without the custom price. Many schools, organizations and companies do this to drive their goals home to their audience.
  2. Q: Can I have a custom decal printed?
    A: As well as posters, we print a variety of custom decals for your needs. Leadtime on custom decal projects can be as long as 30 days, so please be sure to order as early as possible to ensure your needs are met in time for your event or project.
  3. Q: Are your vinyl decals "static-cling-based" or "adhesive-based"?
    A: Our stock vinyl decals have an adhesive side that is easily exposed by pulling back on the back portion of paper. We do not use the cling method (for anything that isn't special order) as our standard decals last longer and are more permanent. The adhesive holds the decals as flush to the material as possible. Static cling decals are also available. Call us, TOLL FREE, for information on these and other options for decals. 800-875-1725.
  4. Q: Do you offer roll labels, roll decals or roll stickers?
    A: While our standard labels are printed and cut into stacks, we can also produce roll labels for you out of either vinyl or paper. Contact us for details on these.
  5. Q: Do you offer paper decals or paper labels?
    A: Yes! If you don’t want a vinyl decal, we can print on paper as well. These don’t hold up to the elements as well and should only be used for short term usage, but we do produce them as needed.

--- ORDER RETURN QUESTIONS ---

  1. Q: My order was damaged during shipping. Can I return it for replacement/refund?
    A: If the order was damaged during shipment, you can return it for an exact replacement or a refund. It is at the discrection of Flexi Display Marketing and the carrier to verify that the order was damaged during shipping.
  2. Q: I decided I don't want something I purchased. How can I return it?
    A: This depends a lot on the product, when you received it and other circumstances. Printed or personalized items can not be returned under any circumstance. Blank items can be returned with a 30% restocking fee. Stock designed items can be returned with a 30% restocking fee. This fee is calcuted on the price of the items. Shipping charges are not refundable. If you would like to return an item, you have 5 days from the point of receiving it to make contact with your sales associate and arrange an RMA.
  3. Q: I've decided to return my item and accept the restocking fee. How do I return it?
    A: You will need to arrange an RMA with your sales person. Once an RMA is issued, you will be given an address to ship it back to. Without a proper RMA in our system, your return will be rejected and no refund will be issued.

 

 

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Flexi Display Marketing, Inc. 24669 Halsted Road, Farmington Hills, MI 48335
TOLL-FREE: 800-875-1725 | LOCAL: 248-987-6400 | FAX: 248-987-6401