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Customer Service Policies
At Apple Awards Inc. we understand how important it is that your items arrive on time. We are extremely committed to your awards being delivered by the requested delivery date. Delays caused by shipping companies and failure to respond to a proof are exceptions.
Our online ordering system requires you to indicate your “need by date” during the check out procedure. Our products are unique and many factors contribute to the formula that calculates the time and cost of getting the order to you on or before your required due date: size of order, personalization needs, shipping distance from our location to yours. If you need your awards faster than our standard production time, we offer a rush production service which is calculated based on the due date indicated.
Typically, orders allowing 10 working days, plus shipping, will not incur extra charges. Please adjust the due date as needed to fit the additional charges that may be applied into your budget.
A staff member will contact you by phone or email on the first business day after receiving your order if there are questions concerning your due date or fulfilling your order by the required due date.
How to Place an Order
Items Out of Stock
If any item on your order is out of stock you will be notified within 1 business day; this will void any guarantees on that item’s delivery date in this document.
Order Cancellation or Changes
Orders may be cancelled before engraving or production has begun without penalty. Please note that it is not uncommon for Apple Awards Inc. to start production of orders the same day they are received. If engraving and/or production has already started, there will be a cancellation fee proportional to the amount of the order completed.
If the product is engraved incorrectly by Apple Awards Inc., differing from what the purchaser supplied in writing, Apple Awards Inc. will replace and correct the item and or engraving at no charge to the customer. If the item is engraved and done so correctly and not defective it cannot be returned for a refund. You must make all claims within 15 days of receiving your item(s). Apple Awards Inc. accepts no responsibility for a third party engravers handling of our items. Due to the odd nature of shape and material of many of our items we recommend having your items engraved by Apple Awards Inc. when possible as we have developed special marking processes that work well with our unique products.
If the product is engraved incorrectly by Apple Awards Inc, but is exactly as the supplied written information from the purchaser; the purchaser will have to pay for the replacement product and shipping to correct the mistake. The Apple Awards staff will work with you to correct the problem in the least expensive method. If your mistake can be corrected by simply replacing the engraving plate and you are comfortable with this process we will simply send you a replacement plate. If the engraving or etching is directly on the product, this cannot be fixed and you will be required to purchase a new product and have it re-engraved or etched at your cost.
If the Product is received broken or defective it will be replaced free of charge if you notify us of the problem within 15 days of receiving your item(s). If the damage is a result of the purchasers or a third parties mishandling of the item the purchaser will be responsible for replacement.
If the purchaser decides to return un-engraved product within 15 days of receiving the item the purchaser will be refunded 75% of the purchase price minus actual shipping costs. The purchaser is required to return the product at their own cost and the refund will be applied once the product reaches our facility and is inspected for breakage or damage. Items damaged during return shipping will not be refunded. Since many of our items are fragile we have developed a system for minimize damage to our items during shipping. Items not properly packaged are very likely to be damaged so please take extra care to make sure all items are secure and packaged just as you received them.
Accuracy & Proofs
We pride ourselves that every order placed with Apple Awards includes expert layout and proofing prior to engraving your awards. We will make every effort to catch errors in your information but will only guarantee replacement of products that display engraving errors that differ from the copy you have submitted. If requested, a .pdf proof will arrive via email within 2 business days from the date of your order placement and must be approved prior to engraving. Up to two different proof layouts are provided for free. Additional proofs are available for $5.00 each. Customers requiring proofs must allow 5 days for production following the approved layout reaching our facility. Apple Awards will e-mail you an acknowledgement once we have received your approved layout. If you do not receive a acknowledgement e-mail please call customer service at 1-800-248-6243 to assure that you order will be promptly processed. If you need your awards faster than our standard production time please review our on-time delivery policy above.
Sending Artwork or Engraving Information
Apple Awards Inc. will provide free samples of our products for you to look at providing you agree to pay the cost of delivery and return of the sample in good condition to our facility. We can use your FedEx or UPS accounts or we will ship the item to you for $10 ($20 with return label). We ask that you make your sample request by e-mail including the item number of the product(s) you would like to see. Payment can be made by calling in your credit card information for a deposit. You will have 30 days to review the product and send it back free of charge. If the product is not returned to us in 30 days or an otherwise agreed upon time the retail value of the product will be charged to your credit card.
Apple Awards Inc. is not responsible for damage caused by shipping companies. In the unlikely event that your order arrives damaged or incorrect, we will make every effort to correct the situation. Please call Customer Service at 1-800-248-6243 for assistance with any problems.
Shipping Within the United States
FedEx is our primary domestic shipper. We also offer United Parcel Service (UPS) and Postal service delivery upon request. Standard ground shipping rates are as follows:
For Orders Totaling **
$0.01 to $30.00 = $8.00
$30.01 to $50.00 = $9.50
$50.01 to $100.00 = $11.00
$100.01 to $200.00 = $17.00
$200.01 and Up = $25.00
** Residential shipping is an additional charge. Approximately $3.25.
** Shipments to Alaska and Hawaii are actual shipping rates and do not fall under these guidelines.
Shipping outside the United States
We accept the following forms of payment Visa, MasterCard, Discover, American Express cards, money orders and company checks. We do accept purchase orders from school districts, major corporations and established customers. All other customers must provide payment information at the time the order is placed. Please make checks or money orders payable to Apple Awards Inc.
Trademarks & Copyrights
It is assumed by Apple Awards that artwork submitted for printing is being used in full compliance with all applicable law regarding its usage. Customer agrees to assume any liability resulting from claims against us for service marks, infringements of trademarks, copyrights, patents and personal rights.
Right to Promotion
Unless specified in writing at time order is placed; we reserve the right to use any item we produce for display and promotion.
Sand-Etching Artwork Price and Policy
View Our Pricing & Artwork Policy For Laser & Diamond
Our Return Policy
Frequently Asked Questions
Q: Is Your Site Secure?
A: Yes, When you Click "Place Your Order" on the Shopping Cart Page, You will be Transferred to our Secure Site, which is signified by the "HTTPS://" prefix and the paddle lock Icon in your Browser.
Q: How do I safely remove a plate to put on a replacement plate?
A: Watch the Following video
Q: What is an Apple Awards Exclusive Product?
A: Apple Awards Inc. defines an exclusive product as a product or design that we have either manufacture and assemble ourselves or have contracted the manufacturing for us exclusively. To the best of our knowledge this item in its entirety is not available anywhere else on the market and has not been purchased through a distributor.
Q: What is a CID?
A: A CID is a 3 or 4 digit security code put on Visa, Mastercard, Discover, & American Express Cards. View our What's a CID Page?
Q: Do you allow foriegn orders?
Q: Can I duplicate a previous order?
A: Yes. First, you need to log-in at the top of the page. Second, on the next page click: "Click Here to view your account". Third, click on "View Past Orders" then select a previous order. Fourth, Click: "Transfer This Order To Your Shopping Cart".
Q: Where do I enter my engraving information, plate color, clip art, and medallion choices?
A: When you get to the shopping cart, you can click on the "Add Engraving" or "Choose Options" button.
Q: What is Sand-Etching, is it Similar to Screen Printing?
A: No. Sand-Etching is a completely different process. Screen printing is painting on an object using a stencil, where as sand-etching is sand blasting into the object. The biggest difference is that etching is done a single piece at a time and is permanent.
Q: What products are Made in the USA?