American Awards & Promotions, LLC FAQs


When are you open?

Our showroom is open 9:00am to 6:00pm (Central Time) Monday through Friday.

When can I reach customer service?

Customer service may be reached from 8:30am to 6:00pm (Central Time) Monday through Friday.

What is the standard production time for orders?

Normal production time for most items is 5 working days. Large orders or custom designed pieces can take longer and will be quoted prior to the beginning of production. Advising us in advance of your planned presentation date is highly recommended. We will schedule production to allow ample shipping time for you to receive your awards a few days prior to that date. However, delays in artwork approval or shortened production time could result in the need for Priority shipping and/or Rush Service. Please call or email us with any specific item production time questions.

Is Rush Service available?

Yes, rush service is available on most items. In many cases, there are no additional charges. However, during very busy times or when production and delivery is outside our control, rush charges may apply.

Where are you located?

Our showroom and production facility is located at 650 College Street, Milton, Wisconsin.

Is parking available on site?

Public parking is available both in front and behind our facility.

Can I see the engraving layout or a virtual proof before my order moves to production?

Yes, you can on most items. We want your order to be perfect. Please request a proof of the engraving layout be emailed to you for your approval at the time of order placement. However, please remember that the time you take to approve the layout is not included in our quoted production time.

How much engraving or personalization can you fit on the product I ordered?

All products are different and have different size engraving or personalization areas. Additionally, different imprint processes have different size requirements. It is always best to provide us with everything you want engraved/imprinted/etched and we will let you know if it does not fit, or if it will look too crowded.

Can you engrave items not purchased at American Awards & Promotions?

We are able to engrave most customer supplied items. However, we must see the item to be able to definitively determine whether or not the engraving is within our capabilities. We engrave most metal, wood, leather, plastic, glass, crystal, and many other substrates.

When I submit my artwork for engraving, are there any special guidelines that I should follow?

Yes, there are. Please view our Artwork Guidelines

What is a setup charge?

A setup charge entails preparing the items to be engraved. This includes that a fixture hold the item securely during the engraving/etching/imprinting process. If an additional location is to be engraved, a second setup charge may be required to reposition the item. If an order has more than one item being purchased with the same message engraved on each, only one setup fee is applicable unless there are any changes made between the items, such as name or title.

What affects a setup charge?

In addition to the amount of locations being engraved, the item engraved…such as a cylinder or flat item…affects setup. Arced lettering, ornate fonts, and whether the engraving is filled with enamel or simply oxidized after engraving, also affect setup charges. We have the ability to engrave most materials, but the engraving process varies from piece to piece.

Do you deliver?

Yes! Whether you need it delivered next door or around the world, we'll are able to accommodate. We will ship your order via FedEx, UPS or Spee-Dee Delivery unless otherwise instructed. Expedited shipping is available upon request. There will be a shipping charge assessed and we will add the cost of the freight to your invoice.

Are you able to produce custom designed awards?

Absolutely! We love to produce custom designed awards. Please call us and we can discuss your needs.

How much does engraving/etching/imprint cost?

All lettering for every one of our products is included at NO ADDITIONAL COST. Some items (etched marble and crystal for example) may require a Setup Fee, which is indicated with the item pricing. There is typically only one Setup Fee for all items of a common type. For instance, if you ordered five pieces of a crystal vase, only one Setup Fee would apply for all five. This allows you to amortize the cost of each Setup Fee across the total number of awards. Our Setup Fee covers the cost of prepping each item for personalization.

What if my awards arrive damaged or engraved incorrectly?

Your order passes through quality control prior to being shipped to you. However, in the event that we make an error, we will replace the incorrect piece(s) as quickly as possible at our sole expense. If the error was on your part (i.e. incorrect spelling for a name) we will still replace the incorrect piece(s) as quickly as we can for a nominal fee. Regardless of the nature of the error, we will make every effort to have the corrected product to you in time for any presentation. If your order was damaged in shipping, it is VERY IMPORTANT that you retain all packaging and wrapping materials for FedEx, UPS, or Spee-Dee Delivery inspection. Please inspect the exterior of your packages carefully upon receipt and IMMEDIATELY report any obvious damage to the courier. Do this while the driver is still present, if possible. In the event of damage, we will assist you in any way possible.

Can I return any items for a refund?

No products may be returned without prior approval from our customer service department. Because of the highly personalized nature of award products, only items received incorrect are eligible for refund consideration. Most of our products are not reusable after they have been personalized, though in some cases, an engraving plate can be replaced in order to utilize the award for a different occasion or recipient. Please contact us to discuss this on a case-by-case basis.

What methods of payment do you accept?

We will accept MasterCard, Visa, American Express, PayPal or company purchase orders at time of order. Your card will be charged when the order is placed.

Will my order and credit card information be safe?

We use secure online ordering and we do not ever see your credit card information. Regardless of what happens on our site there is no risk to you. In the case of credit card fraud, this means that we’ll pick up the first $50, and the credit card company will take responsibility for the rest. In addition, we’ll do our very best to work with the credit card company to assure that the problem is resolved with minimum hassle.

Will you sell or otherwise distribute my email address or other information about me?

We will NEVER willfully sell, trade, rent, disclose, or make available personally identifiable information about you to any third part without first receiving your permission. Please see our complete Privacy Statement for more information.

How can I establish an open credit account?

Please contact us via e-mail, snail mail, or telephone and we can send you a credit application. Our accounting staff will be available to help you in any way necessary.

I already have an open credit account. How can I complete my order without using a credit card?

When selecting a Payment Method, simply select the Purchase Order option and enter your purchase order number in the space provided. Follow the instructions there and use the “Comments” text box to inform us you would like the order billed to your account. Only persons authorized on the credit application will be allowed to place orders or charges against any account.

What if I have more questions?

Please call or email us for more information or to allow us to answer any other questions not shown here.

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