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Frequently Asked Questions
1. What Is Your Production Turnaround Time?
Normal production time is 5 working days starting the following first full Day
after approval is sent back. We do offer 24 hour and 48 hour rush service at additional
charge. Go to our 1 day rush page for rush items.
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2. What Is Your Rush Service?
We have a 1-3 day service* at an additional charge. This service
is available on items that are in stock only.
* Production starts the following day after art approval is sent back by 12
noon E.
For more details Click Here, or please
call our sales team at 1-800-745-9375
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3.What Are Your Store Hours?
Showroom hours are from Monday- Friday 8:00 am to 5:00 pm eastern time zone.
Fax order 24 hours a day to 1-800-788-0485
Phone 1-800-745-9375
E-mail orders 24 Hours day sales@martinawards.com
or questions to customerservice@martinawards.com
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4. What Are My Payment Options?
We accept Mastercard, Visa, American Express, company check or cashiers
check. If you would like to prepay by check We will be glad to e-mail the total
invoice. If you would like a referral in your state we can provide this as well.
This helps keep our cost down to our customers. We have been in business for
12 years and have customers small and large in every state. Let us serve you
one time. We believe you will agree we have the best customer service. We are
also a local and national BBB member.
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5. How can I send my text and logo to you?
The best art work for us is line or vector art in EPS, CDR, AI version 7 or
lower or PDF. The art work must be clean, black and white camera-ready art work
@ 300 DPI. This is essential for rotary and laser engraving. Art work may be
provided in Corel Draw 11 or lower, EPS, AI, AND TIFF format for IBM-PC. Fonts
must be converted to curves. E-mail to: art@martinawards.com
Or mail hard copy,disk 3.5, zip 100mb disk, or cd rom. When mailing make sure
jobs are properly labeled.
Mail to:
Martin Awards
1303 Hwy 80 E.
Swainsboro, GA. 30401
If you are not sure about art work quality, print the art out on a laser printer.
This will show the print quality. Art work does not get better after e-mailing
the art.
If you don't have clean art work we can create or clean up your art. If you
would like a quote send the art to art@martinawards.com
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6. Do you offer and special programs or discounts for shipping and engraving?
"Silver Program" FREE Engraving Policy:
Standard engraving rate: $0.20 per laser engraved character
Free engraving on all Trophies and Name Badges
Free engraving on orders of $500 or more.*
*Free engraving is for $500 of product purchased at one time. (Plaques, Acrylics,
Trophies,Trophy Cups,Name Badges, Desk Accessories, and Clocks)All of the other
Awards items we laser engrave are .20 each character. The engraved text that
will fit will vary depending on the size and product purchased. Free engraving
is for text only not photos. If you have questions, email us at customerservice@martinawards.com
. Martin's Awards reserves the right to change its policy and prices without
notice. This special is for orders placed on-line only and prepaid.
"Gold Program" Shipping Policy: WE HAVE COMBINED OUR GOLD AND SILVER
PROGRAM FOR 2005 FOR MORE SAVINGS FOR OUR CUTOMERS. You can now receive FREE
FREIGHT and FREE ENGRAVING With a $500 purchase. You will see a freight
coupon when you check out
Shipping costs on orders under $500 are based on weight and will be calculated
once the order is completed. You will be charged only actual shipping charges.
Free shipping on orders of $500 or more.**
**Free shipping is for $500 of product purchased at one time. (Plaques, Clocks,
Lapel Pins, Medals, Acrylics, Desk Accessories, Engraved Wall Signage and Name
Plates.) This offer is for Ground shipping within the 48 states and doesn't
apply to rush orders. This special is for orders placed on-line only and prepaid.
Platinum Program:
When placing an order of $5,000 or more you will be given FREE
SHIPPING AND FREE ENGRAVING PLUS THE "Platinum Discount."
Feel free to call or email us for your special price. Order must be placed on-line
and prepaid.
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7. Where are you located?
We are located in Swainsboro, GA. USA 30 miles from Georgia Southern University
in Statesboro, GA. and in the heart of Vidalia onion country.
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8. What is your engraving charge?
$0.20 each for laser engraving and $0.15 per character for sublimation printing.
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9. Are there any set-up charges for logos on laser engraved items?
Yes. There is a one-time set-up charge for logos of $35. Logos will be kept
on file for future use. You won't be charge but once for the exact logo.
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10. Do you guarantee your work?
Yes, all workmanship is guaranteed. We stand behind every item we sell and make.
Very Seldom do we ever have a problem with workmanship At Martin we take our
quality and service very seriously. We go an extra step to make sure that every
job is done right. All damaged items must be reported upon receiving your order.
No Refunds on custom work. Only replacement of damaged items. We will cover
ground freight on damaged items being delivered.
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11. Can I return stock items with no customization on the item?
Yes, most stock items can be return in new condition only with a Return number
from Martin. We Reserve the right not to accept items that are not in new condition.
We can not accept items that are damaged in anyway. If the item was damaged
during transit the item is covered by the freight carrier. This must be reported
at time of delivery so we can get a claim started. Keep all packing material
with the item for inspection by the carrier. We do have a 25% restocking fee
on stock items. All Freight will be covered by the customer both ways. No Refunds
on freight.
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12. Do you guarantee delivery times
We Guarantee the day it will leave our production facility. We recommend adding
one day to the delivery to make sure of on time delivery. We have a 99% success
rate with the carriers but you take a risk beyond our control on exact dates.
If you buy a guarantee air service we will work with the carrier to get you
a refund back for the freight if it is late. The guaranteed air time is different
on different addresses.
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13. Do you charge to cancel a job?
Orders canceled after invoice and layouts have been faxed or emailed
will incur a Minimum $20.00 charge or $35 per hour. This only covers our labor
cost. If production has started the amount equal to percentage of completion
of order at the time the order is canceled will be charged.
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14. What if a price is wrong on the site?
Martin reservers the right to change prices at any time. If a price is not correct on an order we will notify the customer before charging your account.
