FAQ - Next Level Awards

FREQUENTLY ASKED QUESTIONS

Q: What is the standard production time for my order?

A: Our standard production time is 5-7 business days from the date your art is approved plus shipping transit time for most products. Custom awards require 10-15 business days production time from the date your art is approved, plus shipping transit time. Please let us know your in hands date in the notes section when placing your order. Orders with quantities of 100 pieces or more will require extended production time. Please contact customer service to discuss the production schedule for your order of 100 pieces or more.

You do not need your artwork, text or personalization to place an order. It is important we get the order process started by cutting, polishing, and prepping your awards first. You can send your artwork a few days later to help ensure your pieces arrive on time and are ready to engrave.

Q: When will I be emailed an art proof?

A: Depending on whether your order is a rush or standard production time, proof schedules may vary. For rush orders, you should see a proof within 48 business hours. For orders that have a standard turnaround time, please allow 3 to 5 business days for your proof to arrive.

***Please note: We email art proofs for all orders that require engraving. We will not proceed with the engraving process until we receive customer approval. Written approvals are necessary before the order can be scheduled into production. We ask customers to reply to emailed art proofs within a 24-hour timeframe. Approvals received after 24 hours may require Next Level Awards to ship your order using an expedited shipping method so that we may meet your firm in hands date. Increased shipping cost due to expedited shipping are passed on to the customer and will not be covered by Next Level Awards. Late approvals may require Next Level Awards to charge rush production charges. It is the customer's responsibility to make sure that the art proof is correct. Please be sure to carefully review your art proof for spelling & grammatical errors, as well as errors in the art layout and design before approving artwork. Once you have approved the art proof, responsibility for any mistakes shifts to the customer.

Q: How do you ship?

A: All orders are shipped via FedEx. FedEx offers Ground, 3rd Day, 2nd Day and Overnight services. You may also provide your own FedEx or UPS account number if you prefer for the shipping charges to be billed to your shipper account directly. (Please note that FedEx and UPS cannot ship to PO Boxes).

Q: Do you offer International Shipping?

A: No. We do not ship outside of the United States.

Q: How are your products packaged?

A: All products are professionally packaged with the utmost care in order to avoid breakage and damage during shipping. Most of our awards come with a presentation gift box.

Q: Do all of your awards come with a presentation box?

A: Most of our items do come with a presentation box. In a few cases, due to the size or shape of the award, custom presentation packaging may not be available. Please contact us to inquire about the packaging of a specific item.

Q: What if my award breaks during shipping?

A: Although it is rare that awards arrive broken or damaged, it occasionally can occur. Should your award(s) arrive damaged or broken we will replace that item(s) for you at no charge. We must be notified within 3 days upon receipt of shipment. We will file a claim with the shipping carrier, so please be sure to save all shipping cartons and packaging for inspection purposes.

Q: How long will it take for my order to arrive once it’s shipped?

A: For shipping transit times, please see the FedEx map shown below.

Q: Can you Drop Ship?

A: Yes, we can drop ship direct to multiple locations. A $3.00 fee will apply per drop ship address.

Q: Is there an additional charge for engraving/personalization?

A: No. We provide FREE professional art layout & engraving services for every item that we offer. The only time that art charges may apply, would be if your logo was submitted with improper formatting, which would require an art conversion fee. Please see our Artwork & Engraving Requirements page to learn more.

Q: Will I be charged a setup charge?

A: No, setup is included FREE of charge as long as you provide your artwork in the proper format (vector art). A setup charge will only apply if it is necessary for us to convert your artwork to vector format. See our Artwork & Engraving Requirements page to learn more.

Q: What are the artwork requirements?

A: Please see our Artwork & Engraving Requirements page.

Q: Can you give me ideas or suggestions for an award.

A: Absolutely! Please call +1(855) 854-3696 and a friendly customer service representative will be happy to assist you between the hours of 9:00 am and 5pm (Central Standard Time) Monday through Friday.

Q: Can I get a quote first without placing an order?

A: Yes. Please call +1(855) 854-3696 or Contact Us and a customer service representative will be happy to assist you between the hours of 9:00 am and 5pm (Central Standard Time) Monday through Friday.

Q: What kind of process do you use to engrave your products?

A: We use a method called sandblasting. Sandblasting is the act of propelling very fine bits of aluminum Oxide at a high air pressure to etch the surface of crystal or glass. The depth of the etch in sandblast is deeper and more noticeable than laser engraving with a richer, and much more dimensional presentation. Sandblasting gives the best and sharpest cut to glass or crystal. Sandblasting is done expertly by hand in a sandblasting cabinet, making each piece a true work of art.

Q: Is there a limit on engraving for each item?

A: There is no limit on the amount of text you can engrave. However, please keep in mind that space may be limited based on the award you have chosen. Our Art Department will contact you if there are any issues fitting your desired text on each award.

Q: Do you have a minimum order requirement?

A: There is no minimum order requirements for all stock items. You may order as little as one piece if you wish. We do require a minimum order quantity of no less than 3 pieces for all custom cut award orders. Any custom order placed for less than 3 pieces will be subject to a less than minimum fee if $50.00 in addition to the cost of the custom item quoted.

Q: Do you offer discounts?

A: Discounts are based on the quantity ordered. Each item that we offer is priced according the quantity purchased. We offer an additional 10% discount off of all stock products for all 501c3 nonprofit organizations. We will require a copy of your organizations IRS determination letter to confirm your nonprofit status.

Q: Can I cancel my order once it's been placed?

A: Yes, stock items may be cancelled, however, you have until the end of the business day on the day your order is placed (5:00 pm CST) to cancel your order for a full refund. If cancelled within 24 hours a 10% restocking fee will apply. Orders cannot be cancelled once art proofs have been approved. Orders for custom pieces cannot be cancelled.

Q: May I return my item(s)?

A: Etched awards cannot be returned. Please contact customer service to receive approval to return a blank item. A 10% restocking fee will apply, plus the cost of return shipping.

Q: Do you offer Color-Fill?

A: We do offer color-fill, however, our color-fill capabilities are limited. Please contact customer service at +1(855) 854-3696 to discuss your color-fill needs. Additional fees will apply for color-fill. $8.00 per color, per piece. ***Please note: We cannot pantone match. We will match the requested color as closely as possible.

Q: Do you offer enclosure services, label or brass plate placing services?

A: Yes, we can place customer provided cards, labels, or brass plates etc. on or in boxes/awards for an additional fee of $2.00 per card, label or brass plate. ***Please note: You must provide your own cards, labels, and brass plates.

Q: Do you offer Rush Services?

A: Yes. Look for the Rush Award icon for all awards that are available for you to choose from that can ship within 48 business hours of art approval at no additional charge. Orders received after noon CST will be processed the next business day. Rush orders ship within 48 business hours of art approval. We do not charge anything additional for items that have the Rush Award icon next to them. A maximum quantity of 12 pieces per item can be rushed in one order. Should you choose an item to be rushed that does not have the Rush Award icon next to it, rush charges will apply. Please contact us to discuss rush charges for your specific item(s). Occasionally due to high demand, specific items from the Rush Award section may not be available. If you are flexible with the design of your crystal or glass award, one of our customer service agents can offer you suggestions of pieces that we have in stock that may be similar.

Q: Can you ship me a sample?

A: Yes, random or blank samples will be billed at item cost plus shipping. Most samples will arrive with the bases un-glued. Samples must be returned to us within 30 days of receipt. We will credit your invoice less freight when the sample is received back in good condition. The cost of shipping the sample is non-refundable.

Q: What if you don’t have the item I’m looking for?

A: We have access to a plethora of glass and crystal awards that are not shown on our website. If there is a specific award that you are looking for, please email a photo to customer service and we will do our very best to find the item or a similar item for you.

Q: Can you create custom awards for me?

A: We would love to! Custom awards are our specialty. We can create just about anything you can think of. We will work with you to fulfill your specific custom award needs. The best way to get your custom awards project started is to complete the Custom Awards Form located on the custom awards page of this website. All we need to get started is your ideas, quantity, budget, and timeline. Once we receive this information from you, we will begin working on custom award concepts that fit your exact needs. Please allow 2 business days to receive your custom quote.

Q: What payment methods do you accept?

A: Visa, MasterCard, American Express, Discover & PayPal.

Q: What if the text on my award is misspelled?

A: If you receive awards etched differently than your approved artwork we will take care of all costs required to replace your awards free of charge before your event. See our art proof policy under the Terms and Conditions section of the website for more information.

Q: Can I place a bulk order for pieces to be used at a later date?

A: Yes, we call this a Release Program Order. The benefit is that you get our quantity discount and your awards are kept in stock and ready to engrave any time you are ready to release them. Payment on the total quantity is due when order is placed. There will be a $3.00 release charge for each release order. Shipping charges apply per release.

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