Frequently Asked Questions

How do I place an order?
Step 1. Choose your product, monograms or wood word
Step 2. Choose your style
Step 3. Choose your size
Step 4. Choose your color
Step 5. Enter your Personalization & checkout!

How long will it take to receive my order?
Custom wood words and monograms are created to order, orders typically take 7 – 10 business days for production and 3 -5 buisness days for shipping.

What is your return policy?
Each order is carefully inspected before being shipped. If the Customized wood product order is damaged in shipping, or if we made an error in the customized painting process, please contact us within five business days from the date of delivery and we will let you know how we can work with you.

Can I upgrade my coupon?
If you are upgrading, you will just pay the difference between the retail values and shipping costs. Please note: Not all vouchers and discounts can be upgraded/downgraded, please check the terms and conditions of your voucher to see if you qualify.

Product Specific FAQ’s:

Wood Letters Finish:
Shapes and letters are intricately precision CNC cut from cabinet grade birch plywood and then finished with a black or white satin coating of your choice. The product thickness is approximately 1/8 “ thick.

Metal Monograms
Our metal monograms are made from a metal composite material that has a core of polystyrene. The aluminum sandwiches the core and this gives the product depth and support. This material provides a metal finish with all the advantages of the poly material as well, making a product that will last a lifetime.

*All FAQ’s are a generalization. For specific questions and details, please email one of our Customer Service Representatives. All times are estimated and will vary. This FAQ page is subject to change without notification.

What about shipping?
We ship your product using the best possible way to get your product to you safely and in a reasonable amount of time. We typically use DHL and Federal Express, but sometimes the United States Post Office does a better job in certain locations. If you do not receive your product within 7 business days after our posted production time, then please contact our support email at: and we will get back to you.

What are your shipping charges?
Shipping charges are based on the size, weight, value and destination of your package(s) and also include labor, packing/wrapping, packaging supplies and materials. Individual orders may be shipped together and will incur the individual shipping charges since a majority of the fees are in the items above, less freight cost. Your shipping charge will be calculated prior to entering your payment information.

What if I want to ship to someone else?
When you place your order, we will prompt you for a shipping address.

Can I ship to Canada?
Sure, just review the charges prior to final checkout. The fees will be calculated there and will include everything including customs and duties.

Do you provide rush service?
You can opt to have your product shipped second day air, which would not change our standard production time. For a quote on rush production, please email or call our Customer Service Department.

Can you ship to a PO box?
We must have a physical address to ship to. If you have a PO Box or APO box, you may contact us for additional options.

How are the products packaged?
We use specially designed packages for shipping to ensure your product arrives safley to you.

What if my print arrives damaged?
You will need to keep all packaging materials for inspection. Please handle your prints carefully. We cannot replace a print that is damaged from mishandling after you receive it. We have a very low rate of damaged packages but accidents do happen. If your package arrives damaged please take photographs of the damage and contact us at: CustomerService@

Do you guarantee your product?
Yes, our products are guaranteed. If when you receive your product you notice a problem, please contact our customer service department within five business days of receiving your order. If your product is damaged, you will need to keep all packaging materials and take pictures of the box and all packaging. We will work with you on a replacement or solution to your issue. All we ask is for you to return the product at your expense.

What is your privacy policy?
Please review the policy on our website.

I do not see the size that I want; do you offer custom sizes?
Yes, we can create any size product including any other large format offering. We have many sizes to choose from. Please contact our Customer Service Department at: for a fast quote on your custom size or product.

I am a professional; do you offer discount prices and quantity pricing?
Yes, we do. Please contact our Customer Service Department at: for more information.

What payment methods are accepted?
We accept Visa, MasterCard and American Express. Your card is charged at the time of checkout online.

The order said it was declined or the transaction could not be completed, what happened?
For security, our merchant services provider verifies that all billing information for the credit card matches what the bank has on file. If the billing address you entered does not match the card you used, the transaction will be declined. Be sure to also verify that the number, expiration date and security code are all typed correctly. If you still have trouble there may be a communication error with your bank, please contact them for more information or contact our customer support department at:

What if I made a mistake and need to cancel my order?
If you have made a mistake with your order or need to cancel it, contact us immediately to make corrections. Please call during our business hours of Monday through Friday, 9am to 5pm Central time, after hours email: We typically start the production process within a few hours of your order. Once the order has been processed, unfortunately we cannot make changes.

My coupon code does not work?
Please check the code and make sure you have entered it correctly. Make sure the coupon has not expired. If you have a valid coupon and it still does not work, you can contact our Customer Service Department at:

What if I forgot my password?
If you forget your password, go to the, Login page and click the link that says, Forgot your password? You will be prompted to enter in the email address from the account and the site will email you instructions. Your existing password or a temporary password will be sent to you.

Production Time
Please note that order fulfillment includes time to manufacture the product along with packing and wrapping. Shipping typically runs an additional 3-5 business days in the US and longer for the holidays. (Excluding shipper delays) Our current estimated time to manufacture most products is currently approximately 7-10 business days and may be longer during the holidays and peak ordering times. *Please see our Terms of Use and Warranty Policy stated on our web ordering sites. All policies, terms of use and warranties apply to all products including retail, walk-in, online and mail in orders.

Please Note: We are unable to store completed customer orders longer than 90 days. All unclaimed completed orders not picked up or if your product is undeliverable due to no fault of our company after 6 months may be discarded with no refund given. All FAQ’s are a generalization. For specific questions and details, please email one of our Customer Service representatives. All times are estimated and will vary. This FAQ page is subject to change without notification.