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Browse Questions by Topic

How can I update the shipping address for an order?

You can update the shipping address before the order is shipped. Contact us as soon as possible with the order number and complete new address so we can change the delivery details before dispatch.

Can I change the quantity for a custom order or repeat order?

Yes. The quantity can be changed for a custom order or repeat order as long as mass production has not started.

Send us the revised quantity as soon as possible. We will update the order details and confirm any pricing change before production begins.

Do you accept 50% upfront and 50% after photo approval for custom products?

Yes. We can accept 50% upfront and the remaining 50% after photo approval for custom products. Please confirm this arrangement before the order begins so the payment schedule is recorded.

Can I use two-tone plating on the same custom item?

Yes. Two-tone plating works best on 3D metal designs, where the different finishes are easy to see. It is not usually used for standard enamel-filled items. Send us the artwork and the two finishes you want so we can check whether the layout is practical.

Can artwork be revised after I place an order?

Yes. You can revise the artwork after placing an order if production has not started. Request changes during proofing until you approve the final artwork. Changes may no longer be possible after production begins.

Are duties or taxes included with international custom orders?

You do not need to pay additional duties or taxes on international custom orders under our current shipping arrangement.

How do you use and protect customer artwork files?

We use your artwork to review the design, prepare the proof, and produce your order. We do not share your design with other customers without your permission. If you have specific confidentiality or file-handling requirements, tell us before sending the artwork.

Do you charge for artwork or design help?

No. Artwork preparation and design assistance for your custom order are provided at no additional charge. Send your logo, text, sketch, or idea, and we will prepare the design for approval.

Can you check whether my logo or artwork will work for production?

Yes. We can check whether your logo or artwork can be produced clearly.

We review details such as line thickness, small text, colors, shape, size, and the selected production process. If an adjustment is needed, we will explain it before production.

Can I review multiple design variations before choosing one?

Yes. We can prepare multiple design variations for review before you choose the final option.

• Colors
• Text
• Layout
• Plating
• Other design details

We will prepare the agreed variations for your review before production.

Can you improve or redraw low-resolution artwork?

Yes. Send the best version of your image, logo, or sketch, even if it is low resolution. We can review the details and prepare or redraw artwork for the production proof. If part of the image is unclear, we may ask for a better reference before you approve the final design.

Can my design include cutouts or open areas?

Yes. Custom designs can include cutouts or open areas. The size and position of each opening must leave enough metal to support the shape, so the artwork needs to be reviewed for strength and production feasibility.

Are custom pins and other metal products weather resistant?

Weather resistance varies with the metal, plating, and finish used for each product. Tell us whether your custom pin, coin, or other metal item will be used outdoors so we can review a suitable finish; these products should not be assumed waterproof.

Are your custom pins made of metal or plastic?

Our custom pins are primarily made of metal. Enamel pins and pilot wings are metal.

How does the production feedback process work?

We cannot provide photo or video updates from every production stage for every order. If you need images for a crowdfunding campaign, preorder, or customer update, tell us when confirming the order. We will try to share available production photos, but the stages we can document depend on the order.

How can I track my order?

You can track your order after it has been shipped. Our system emails the shipping notification and tracking information to the address associated with the order. Check the spam or junk folder if it is not visible.

Do you provide samples for custom orders?

Yes. We can provide a paid pre-production sample made from your custom design. It allows you to review the size, colors, plating, details, and overall appearance before mass production.

Because the sample requires custom setup and production, an additional sample charge applies.

Can I cancel an order after placing it?

An order can be canceled after placement if factory production has not started. Send us the order information as soon as possible. We will check the production status and confirm whether cancellation is still available.

What is your return and refund policy for custom orders?

Custom-order returns and refunds depend on the production stage and the reason for the request. You can request cancellation before production begins. If an item arrives damaged, defective, or different from the approved artwork, send us your order number and photos so we can review the appropriate remedy.

What is your return and refund policy for custom orders?

Custom-order returns and refunds depend on the production stage and the reason for the request. You can request cancellation before production begins. If an item arrives damaged, defective, or different from the approved artwork, send us your order number and photos so we can review the appropriate remedy.

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