FAQ's


How do I contact Frederick Engraving?

You can contact us anytime at sales@frederickengraving.com. A customer care representative will usually get back to you within 1 business day, with the exception of holidays.

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What payment methods do you accept?

We accept PayPal as well as Visa, Mastercard, American Express and Discover credit cards.

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Can I cancel my order at any time?

At Frederick Engraving, we strive to send your orders as soon as humanly possible. Once an order is placed, the designing process starts right away. Due to this, all custom orders are final, and cannot be changed or cancelled.

Non-custom, or pre-made items can be cancelled within 24 hours of placing the order, for a full refund. Please send us an email at sales@frederickengraving.com if you need to cancel your non-custom order.

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How long is the turnaround time for a personalized product?

All items will ship within 2-3 business days of receiving cleared payment. Incomplete or incorrectly placed orders may result in a processing delay.

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What method of shipping do you use?

We ship using USPS or Fed Ex. You will have an option at checkout to select either one of those methods. Real time shipping calculations ensure that you will always receive the most up to date pricing.

All orders include a tracking number, and you will be notified via email when your order has shipped.

Insurance may be purchased for an additional charge, and will show up as an option at checkout. Non-insured orders are only covered up to $100, in the event the package is lost or damaged in transit. We highly recommend this option for any order totaling over $100.

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What is the average transit time for my domestic order?

USPS Economy Mail will take approximately 5-7 business days of transit time from the date it is shipped

USPS Standard Mail will take approximately 3-5 business days to arrive from the date it is shipped.

USPS Express Mail is guaranteed by the post office to arrive within 2 business days of when it ships (the actual ship date is not counted as the first transit day.) Please note that expedited shipping options only apply to the transit time, and does not speed up the actual production time.

Fed Ex Ground will take an average of 3-7 business days to arrive from the date it is shipped. ***Please note that Fed Ex cannot ship to PO Boxes***

Fed Ex Express Saver is guaranteed within 3 business days of the date it is shipped.
(the actual ship date is not counted as the first transit day.) Please note that expedited shipping options only apply to the transit time, and does not speed up the actual production time. **Please note that Fed Ex cannot ship to PO Boxes***

Fed Ex Overnight is guaranteed in 1 business day of the date it is shipped. (the actual ship date is not counted as the first transit day.) Please note that expedited shipping options only apply to the transit time, and does not speed up the actual production time. **Please note that Fed Ex cannot ship to PO Boxes***

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What is the average transit time for my International order?

USPS International Economy Mail will take approximately 2-4 weeks days of transit time from the date it is shipped.

USPS International Standard Mail will take approximately 10-14 business days to arrive from the date it is shipped.

USPS International Express Mail will take approximately 4-6 business days to arrive from the date it is shipped. Please note that expedited shipping options only apply to the transit time, and does not speed up the actual production time.

Fed Ex International Economy will take an average of 4-6 business days to arrive from the date it is shipped.

Fed Ex International Priority will take an average of 1-3 business days to arrive from the date it is shipped. Please note that expedited shipping options only apply to the transit time, and does not speed up the actual production time.

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If I need my order sooner, do you offer rush shipping?

Yes, We offer both domestic and international expedited options through USPS and Fed Ex. Those options are available at checkout.

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What if my order is unable to be delivered because of an incorrect or incomplete address?

If a package is returned to us after unsuccessful delivery attempt by USPS or Fed Ex due to an incorrect or incomplete address provided at checkout, the customer will be responsible for the cost of reshipping. Contact us to make a payment and we will resend the package.

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What if my package has gotten lost in the mail?

We will replace and reship your order at our expense if the tracking number does not show as "delivered" and there is no activity on a tracking number:

~ Within two weeks of the ship date for domestic packages 
~Within six weeks for international packages*

*To account for potential customs delays

ADDITIONALLY - Please note that we understandably cannot be responsible if the item has been marked as delivered through the tracking number, and you have not received it. This is a USPS or Fed Ex issue, and you will need to contact them directly. If insurance has been purchased on the order, we can assist you in filing a claim.
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Will I have to pay duties or taxes on my International Order?

Maybe. Depending on where you are located and what you are purchasing. To calculate fee estimates, we recommend using: 
http://www.dutycalculator.com/new-import-duty-and-tax-calculation/

Any duties or custom fees will be the responsibility of the buyer. By purchasing an item from website, you are agreeing to pay the associated custom's import duties/fees. 

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What if my International Order is confiscated at customs?

While we know many countries import laws, that we ship to regularly, our knowledge is not exhaustive. By purchasing an item in our shop, you are acknowledging that it can be legally imported into your country. We will declare proper item value and descriptions when shipping, but are not responsible for items confiscated by customs officials due to import violations. 

If you are uncertain of your country's import restrictions, please use this link: http://pe.usps.com/text/imm/ab_toc.htm

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Can I see what my item will look like before you make it?

We offer digital proofs at no cost, on a request basis only. If you would like a proof prior to production, simply make a note of it at checkout, and we will send you one within 24-48 hours. Please note that the processing time begins once the final proof is approved.

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Do you accept returns or exchanges?

At Frederick Engraving, we take great pride in our workmanship. We guarantee our products to be made just the way you specify. We promise them to be free of defects or manufacturing errors as we check each item over carefully before it is sent to you. 

Custom Items
Understandably, we cannot be responsible for incorrectly entered information for personalized products. Double check all selections before sending your order. Read the item descriptions carefully and ask any questions before ordering. All custom, personalized and special order items are NON-REFUNDABLE and NON-RETURNABLE.

Orders start being processed immediately once placed, so unfortunately we cannot change your personalization once it has been submitted. 

Colors are portrayed true to the item, but computer monitors may cause slight variations in hue. If you have any questions regarding colors or item details, please contact us prior to placing your order.

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What happens if you make a mistake on my order or it is defective?

While it is very very rare that we make mistakes on an order, we are only human. If we do make a mistake on your order, you must contact us within 7 days of the receipt date (based on tracking).  
We will always give you two options:

~ We can send a replacement out to fix our error and you can keep the first item as well, or

~ You can return the incorrect item for a full refund including the cost of the original shipping.**

~ Understandably we may require a photo of the error for our records. 

**Return shipping costs are final and are never refundable.

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What happens if my item breaks in transit?

We inspect all items prior to shipment and take great care in our packaging of orders. Damage occurring in transit is very rare, but it can happen. If your item breaks or is damaged in transit, please let us know within 7 days of the delivery date and include a photo of the damaged item. If insurance has been purchased, we will help you file a claim with the appropriate carrier (USPS or Fed Ex). 

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What happens if my item breaks after I have worn or used it?

We want you to enjoy your custom product! If your item breaks within 60 days from the delivery date, contact us regarding repairs. All repairs will be assessed on a case by case basis, and may incur small fee, which we will communicate up front. 

Customer's will be responsible for covering the shipping costs associated with sending the item back to us for repair. Once repaired, Frederick Engraving will ship it back to you at no cost. Please allow 2-3 weeks for this process.

Please re-pack the item in a manner similar as it was sent to you, such as a corrugated cardboard box, or a jewelry box in a bubble mailer. Frederick Engraving is not responsible for items damaged on their way back to us, due to inadequate packaging.

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Where do you charge sales tax?

We are required to charge sales tax for all transactions from customers located in California. 

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What can I expect of a natural wood or leather product?

All our natural wood and leather products contain a completely unique grain and hue. It is part of the appeal of a natural item. For this reason, please allow variation in engraving color and depth of these products. Please note that any photos are just approximations of how the natural wood or leather may engrave.

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What can I expect of engraved glassware?

While we have many skills, making glassware is not one of them. We order our glasses through mainly American manufacturers and hand engrave each one to order. We check each glass prior to engraving for any noticeable flaws. As each piece of glass is completely unique, please allow for small imperfections or bubbles on the surface of the glass, which will not affect the engraving. We like to think it adds character!

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Will you engrave my item exactly as I request it?

We will attempt to honor all custom engraving requests, however there are some instances where a layout may not work as requested. We retain the right to use our experienced discretion to make slight changes if we feel necessary. If any large changes must be made, we will contact you first.

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What is monogram etiquette?

A monogram is simply your initials in the following format:
- Your first name initial sits on the left side
- Your last name initial sits in the center as the most prominent letter
- Your middle name (or maiden name) initial sits on the right side. 

We require that you provide the letters in the exact order you want them to appear on the item. We do not rearrange initials to create monograms.

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