What are your business hours?
Our business hours are 0800-1400 EST Monday-Friday. We are closed most federal holidays, though often still in the shop to answer any questions.
What is your lead time?
Plaques typically start with a 14 day lead time but 7 day, 5 day, or even 1 day production times are offered prior to adding the plaque to cart. Many of our items offer expedited lead times to try and accommodate any presentation dates. Apparel and 3D prints have up to 7 business day lead time.
What does it mean to expedite the production?
Simply, your order gets moved to the lead time you select for your order, respectfully. 1 day lead time means it will ship within 24 hours of receiving your order, 5 days will be within 5 days of placing your order, etc. We offer this to help accommodate all active orders within the production queue.
Can I change my order?
Unfortunately no revisions will be made beyond 24 hours of ordering unless contacting the shop to notify us of upcoming changes. Due to the lead time of 1 day orders, changes can not be made after ordering.
Will I get a design proof or mock up?
Proofs must be requested directly.
Will the requested colors be exact matches?
Unfortunately, we cannot guarantee exact color matches due to the varying color spectrum and differing screen calibration settings. We try our best to get as close as possible!
How do I supply my images?
Any logos must be provided by the buyer promptly after ordering if not uploaded while ordering. If images weren't uploaded with the order, please email them to ignitethegrain@gmail.com with your order number in the subject field. 1 day order logos are expected within 1 hour of ordering to ensure quick design and turnaround time. Ranks must be specifically stated in the order and any specific ratings must be stated and/or provided.
What happens if no images are provided to you?
We are not responsible for incorrect logos/ranks/ratings if they are not provided promptly or at all. If a logo/rank/rating is not provided, we do search google for the best match and are not responsible for incorrect logo/rank/rating. In the event that a logo/rank/rating is incorrect because it was not provided promptly, we will remake it for a fee of 50% of the plaque price. We do our best to reach out and remind customers to send logos shortly after ordering. In the event that a logo is emailed, please send a follow up message to ensure the email was received if you do not get an email reply within 24 hours.
I noticed a spelling/grammatical error after I submitted my order, what do I do?
That's okay! Just reach out to us promptly about the error/change.
Do you offer local pick up?
Yes! Local pick up is available in Jacksonville, NC. Pick up can be after business hours and on weekends, please contact us to make arrangements.
What carriers do you use for shipping?
We use USPS and UPS. For expedited shipping, we prefer to use UPS. For overseas installations, USPS is used. If there is a carrier who does not deliver to your area, please let us know promptly after ordering so we can make a note about that for your order.
My item was delivered damaged, what do I do?
If any item arrives damaged, please reach out to us within 24 hours of delivery and provide pictures of the shipping box and the damages. We are more than happy to expedite a replacement if notified promptly, but beyond 24 hours, we will not remake an order. We will not remake or refund any order beyond a 24 hour delivered status.
My tracking information hasn't updated, what does that mean?
We often create shipping labels around 12 hours prior to being scanned into the system at pick up. Please allow up to 24 hours for tracking updates. If tracking has not updated beyond 24-48 hours, please reach out to us to let us know. Depending on the presentation date, we can expedite a replacement if your package is lost in transit.
I have a problem with my order, what do I do?
Reach out to us, promptly! We try our best to remedy, resolve, or explain everything we can. One of our goals is to be sure our customers are satisfied through the entire experience.
