I accept custom orders! Do you have a design in mind? Give me a shout!
All artwork, reproductions, and images on http://www.kustomproductsinc.com are copyrighted (c) by Kathleen Cheever. All rights reserved.
1. How long until I get my products?
Processing time for all items is 1-2 weeks not including shipping. Please remember that each item is customized to your specifications and therefore take a little time to create.
2. I need my items quicker then the processing time offered is this possible?
Yes! Rush processing is available however there will be an extra fee involved. Rush processing fee is based on the number of items, weight of items, where the items will be shipped to, and how quickly those items are needed. All rush processes are "after hours." No item will reserve priority over another and all items all processed in the order that they are received. If you need an order rushed, the order will be fulfilled after hours so to not effect the order of the other items. Please note that part of the rush processing fee is the cost of an employee working after hours.
3. What are the extra fees and why are there extra fees?
The extra fees will very by item. Some of the extra fees could be:
-Priority Shipping-based on the amount and weight of the item along with where the items need to be shipped to.
-Rush Processing-Please understand that EVERYONE needs/wants their items as quickly as possible and one customer's item will for NO reason be placed in priority over another customers item. Because of this all rush processing orders are filled after hours or on weekends and will occur and rush processing fee. All rush processing fees will be in the range of $10-$100 depending on the size of the project and how quickly the items are needed.
4. What mail carrier do you use and how long will it take to receive my items once they are shipped.
At the current time my main provider is USPS with very few packages being shipped out FedEx. USPS website states the following for shipping in the 48 USA:
All items under 13 oz 2-5 days
All other items 2-9 days
Priority items 2-3 days
USPS Shipping outside the USA:
First Class Mail 5-16 Business Days
Priority Mail 6-10 Business Days
Express Mail 3-5 Business Days
**ALL customs can stop and hold packages for any amount of time and is not covered by shipping times
5. I am a foreign buyer, what fee will be associated with my package?
All countries have their own fee associated with packages being mailed in from a foreign buyer. Please contact the appropriate government agency to find out what your fees will be. All packages will be marked as goods sold without exception. All fees relating to the package within the buyers country will be the responsibility of the buyer.
6. Do you accept returns?
No returns will be accepted on any personalized items. Do to the customization of the items they can not be resold to another customer and therefore all sales on these items are finial.
7. My item came in damaged or missing what do I do?
All damaged or missing items must be reported with a picture of the broken item(s) as well as the box within 3 days of shown delivery. As soon as the items damage/missing is verified a new item will be sent out asap. Any items that are not reported within the 3 days will not receive a refund or replacement item at no cost. After the 3 day time period all damage must be reported by the buyer directly to the shipping company to recoup funds lost. Most shipping companies have a 30 day window to report damage.
8. Do you accept cancellations on your items?
Cancellations on items will be accepted within a 24 hour time period as long as the item has not been currently worked on or in production. Currently worked on or in production items also includes any custom items that included mock ups/proofs. Due to the time constants of mock ups/proofs these items are considered "in production" and cannot be canceled once started.
9. Can I change what I want on my items?
As long as your product is not in production we will except changes to your item within a reasonable time frame. If we have a question about your item and what you want engraved we will contact you immediately. If we do not hear back from you within 24 hours we will move forward, if possible, on your item using the setup or style that you chose.
For example-If you choose a monogram style engraving and you give initials and you do not respond to an email for clarification on your engraving within 24 hours your item will move into production using the monogrammed style you chose.
10. Do you do proofs/mock ups/pictures of your items?
Due to work load I do not do proofs/mock ups/pictures of items at no cost, doing so would add a 2-4 day extra processing time for all items. The reason is every day I get 25-50 requests for such items, the average mock up/picture takes 5-20 minutes a piece resulting in 2-17 hours a day. If you would like a proof/mock up/picture of your item an extra $5 charge will be added onto your item cost per proof needed.
11. For custom Images:
All images need to be in a vector style format as well as black and white. A vector image is made up of paths not of pixels which results in clean lines that the laser can read. Any none vector image (.jpg for example) shows pixels which the laser will pick up and engrave onto your objects resulting in an image that will look blurry. The acceptable vector formats are: .ai, .cdr, .eps. Please note that most .png images will not be acceptable.
If you have an image that is not a vector format such as a .jpg that you would like to use I can either have a graphic artist trace it out for you at a cost of $25-$50 or you can go to a site such as www.vectormagic.com where you can sign up for free and get multiple conversions into a vector image. If you go this route I would need the .eps file that you download from the site.
The cost of a custom item after the black and white vector is received varies on the size of the image and the item the image is to be engraved on. Cost range from $2.50 per item to $40 for large items. If you are looking for multiple items for a company or another occasion discounts for large quantity orders will be given.
All vector images need to be sent to Kate@KustomProductsInc.com
12. I am purchasing this item as a gift, how will they know who it is from?
I will exclude all receipts/payment information for all packages so the receiver does not know the cost of their gift. I would also be happy to include a note from you so they know who the gift is from, please just add what you would like the message to say in the notes section during your checkout.
13. Why are the silver flasks more expensive then the other flasks?
The silver flasks cost more then the other flasks due to production costs. In order to produce the mark on a silver flask a marking agent must be used. The marking agent is a very expensive spray that reacts with the heat of the laser. After the marking agent is placed the item that is being marked the item must be marked at a high heat and at a very low speed that takes 4 times longer then other similar items.
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