Personalization Procedures
How much does personalization cost?
All personalization and customization are free from the Graphitti Creations. There are no hidden surprises or extra surcharges that aren’t clearly stated at the time of your quote preparation. However, if you would like proof, there is a proof charge and that service must be selected prior to the final purchase.
How do I request a personalized gift like an example I see on your site?
Please do not hesitate to contact us! We pride ourselves on the unique custom creations we offer.
I like a particular font, can I change the design to use that one?
We have access to several thousand fonts that reflect the design of the product that we are decorating. Should you have a specific font request, do not hesitate to contact us. Submitting the font name, or emailing the font file directly is the best way to see if we can offer a perfect match.
How do I request specific/custom decorating instructions or designs for an item not currently offered for customization?
We are happy to create custom designs for our “custom”ers. If you have a special requirement or idea for personalizing an item, please contact us. From your request, we will develop a quote that includes the artwork fee (if applicable) and provide a .pdf proof with one revision. Additional revisions or changes may be subject to design fees.
How do I personalize a gift with a corporate logo?
We can accept digital files of your organization’s logo or signature for decoration on many of our items. Once on file, your logo/signature can be reused on specific products and we will keep it on file in your “Personal Gallery.” For more information or to place a logo/signature bulk order please contact our sales team.
What methods of payment do you accept?
We accept payment through Paypal, Venmo, FB Pay, and Square. We will also accept checks and money orders for payment. If you purchase through a check, we will not act on your order until the payment has cleared with our bank.
Do I have to use a credit card to order from Graphitti Creations?
No! We also offer the ability to pay by check or Money Order. Note that we can not act on your order until the payment amount has cleared. The order will only be enacted upon the date that the money is received in full.
Can I speak to someone personally?
Yes. Call us at 814-725-8403. Please leave a message if there is no answer, we will return the call within 24 operational business hours.
I can’t find an item on your site; can I still order it?
If you cannot find the item you are looking for, please contact us. It is not possible to showcase all the possibilities for products, awards, and services that we can provide. We take pride in our unique and highly personal designs created for each and every customer. Our design services truly set us apart from other providers.
Can I get a discount if I purchase a large number of items?
Yes. Specific items are available at volume discounts for that same item. These discounts cannot be combined with other discounts, such as coupon offers. All of the pricing provided during the quoting process includes the discounts available and the volume needed to obtain such discounts. Please call Customer Service on 814-725-8403 to proceed with the quoting process.
Can I place an item on backorder?
Sorry, at this time we do not take backorders.
How can I get a price quote for a business or large order?
Please call Customer Service on 814-725-8403 to proceed with the quoting process.
Store Information
Where are you located?
On the shores of Lake Erie, Pennsylvania in the small town of North East. Our production facility is located in the Greenfield Township area of North East midway between Erie, PA, and the NY State Line, and our design team is situated in our downtown office.
What are your hours?
Our creative hours vary and our production hours are Monday – Friday, 12-5 PM. Customer service requests including proofs, refunds, item questions, WILL be answered within 24 hours during the operational business days.
We observe the following holiday schedule:
Federal Holidays Including New Year’s Day, Martin Luther King Day, Presidents’ Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans’ Day, Thanksgiving, Christmas Day (observed). Additionally, we will be closed: Thanksgiving Day, Black Friday, Christmas Eve, the week between Christmas and New Year’s Day and the Friday after Thanksgiving, and off-site Show/Expo Event Days.
Orders placed the day before a holiday/event closure will not be shipped until the following week beginning with Monday. Please watch for the production dates/delays (especially during Show/Expo Dates) and plan accordingly and allow extra time for delivery. *At this time, we are an online/by demand store only; currently located in North East, PA. Our hours vary due to the nature of the business with standard holidays observed; we often work past traditional business hours. Be sure to drop us an email with your contact details and we will always endeavor to answer your call or query!
Do you offer local pick-up or delivery services?
Due to our non-traditional business hours, and on-demand order processing, we do accommodate LOCAL ERIE COUNTY PENNSYLVANIA pick-up and on rare occasions, deliveries. During the order development or production process, we can discuss options of attainment and costs that may be associated (such as delivery fees). For pick-up requests, arrangements must be made prior to the desired attainment time, and payment ALWAYS due in full at the time of attainment unless otherwise agreed or contracted.
Return & Exchanges
We want your orders to bring you nothing but JOY! To ensure this, we inspect every item, before and after the creation process, for quality and accuracy. Final inspection occurs as we ensure your order is carefully packaged for delivery to you or your special recipient. Therefore, we create/customize the highest quality gifts possible. Returns & Exchanges are only offered in rare instances due to the unique and creative nature of each item we sell.
Can I return a gift that’s been personalized?
At Graphitti Creations, we are committed to your satisfaction. If for any reason you are not completely satisfied with a purchase, we will work with you to satisfy you with your purchase. If the dissatisfaction is due in part to an error on our part or a quality issue, you will have the opportunity to receive a 100% refund or replacement. If it is for other reasons, we will address the issues and resolve the matter in accordance with your wishes and our policies.
What if the product is faulty?
We guarantee our products to be free of manufacturing errors or product defects. If there is a quality issue with your order that we have missed, you may return it in NEW condition and in its ORIGINAL PACKAGING for a prompt exchange for the same item. Understandably, personalized items cannot be accepted for return, unless there is a manufacturing error or product defect. All refunds and exchanges must be made within 10 business days of receipt.
What happens if I break it?
Please remember that many of our laser-cut art pieces are made of either 1/8” or 1/4” thick board and are very fragile. If you bend it, twist it, drop it, mishandle it, or it falls off something at any height, expect it to break. Great care is taken to ensure that your items arrive in flawless condition. Replacements are only offered if the item is broken in transit due to poor handling, once the item is in your care, you are responsible for its condition.
Will you replace the item if I make a mistake in customization?
We understand that everyone makes mistakes (including us!), so please review your customization, where necessary, and product measurements/descriptions. Particularly for custom orders, ALWAYS double-check information before submitting your order: spelling, dates and names, photos, etc. carefully. If you have selected to receive proof, please review your proof copy thoroughly. We cannot accept cancellations or changes to orders once they are placed, as they immediately are sent into production. PLEASE NOTE: Graphitti Creations reserves the right to cancel your order at its discretion should the order be deemed inappropriate for language, content, or material. Including but not limited to licensing or trademark infringements.
I needed it fast and it didn’t deliver, what happens next?
If our RUSH PRODUCTION is selected, we will try our best to guarantee your gifts will arrive on time. We, however, have no control over the shipping networks, and during the busiest times, there might be a slight delay in the delivery of your order. If we miss our guarantee we will refund RUSH PRODUCTION FEES after we confirm that your package has not arrived on time. No refunds can be issued for orders delayed (either shipping cost or merchandise value) due to adverse weather conditions or any unforeseen circumstance with shipping carriers. Please refer to RUSH SERVICES for MORE INFORMATION.
Shipping Policies
Where is my package?
No refunds will be given for lost packages due to incorrect shipping addresses. If your item is returned to us due to a shipping issue or an incorrect address, you will be responsible for additional shipping to the updated address. No refunds will be issued should you decide you do not want the items.
My item arrived busted up by the USPS/UPS what do I do now?
No refunds will be given due to items that are damaged, we will however REPLACE items.
If your item is damaged during shipping, we will REPLACE your item up to a $50 value if you follow the following steps:
a) Take a CLEAR photo of all the packaging that was around your piece.
b) Take a CLEAR, CLOSE-UP photo of the shipping label.
c) Take a CLEAR photo of the whole item on the box so that the shipping label can be seen.
d) Take a CLEAR, CLOSE-UP photo of the point of breakage.
e) Submit all 4 of the photos to customerservice@graphitticreations.com
Who are your preferred carriers, and what are your shipping terms?
We ship USPS Priority Mail with a few First-Class Mail and UPS exceptions (under 15.9 oz ships First Class and over 30″ will typically ship UPS) Typically, we expect 2-3 day delivery times with USPS Priority and 3-5 day for First Class. Orders to Alaska, Hawaii, APOs, and the US Territories will have an additional shipping fee and can take 5-7 days longer.
Priority Mail and First-Class Mail through USPS and shipments by UPS are NOT GUARANTEED services. If you need a GUARANTEED DELIVERY DATE, please add RUSH PRODUCTION and select the appropriate expedited carrier service upon checkout.
Oversized orders are shipped by UPS as USPS cannot handle those orders. Oversized orders are typically those whose longest side is greater than or equal to 35″. These pieces will take an additional 2-4 days for packaging, processing, and pick-up for shipment.
Shipments to APOs are blind shipments. USPS provides NO TRACKING. We will ship to the EXACT address that you provide, but we are not responsible for lost packages and cannot provide tracking.
It has been 14 DAYS since you shipped my order … now what?
PLEASE NOTE: Once a package is out of our facility, we have absolutely no control of this part of the process, and that is why we provide you with tracking information. USPS/UPS often changes their expected delivery date while your package is in transit. It is not a guaranteed service. Please address your shipping issues directly with USPS (1-800-275-8777) / UPS (1-800-742-5877) when their delays are within 10 days of pick-up from our shop. We will always defer to USPS/UPS to answer shipping questions, as we see nothing more than you see. If your package has not been received after 10 days have passed, please contact us at that time so that we can advise USPS/UPS of the situation, and we can initiate an investigation. If after 14 days USPS determines that the package has been lost, we will re-cut and re-ship your order OR in rare cases issue a refund.
