Frequently Asked Questions

Local Pickup

What is Local Pickup?

Local Product Pickup allows you to order products online and pick them up at our shelves dedicated for WeEngrave USA.,  saving time and avoiding shipping fees.  Shelves located inside of Send IT Services 121 W. Jefferson St. Morton, IL. 61550

 How do I place an order for local pickup?

  • Browse our online store and add items to your cart.
  • During checkout, select the "Local Pickup" option.
  • Complete your purchase as usual.

When will my order be ready for pickup?

You will receive an email notification when your order is ready for pickup, typically within 1-2 business days.

What do I need to bring to pick up my order?

Please bring a copy of your order confirmation email (printed or digital) and a valid photo ID.

Can someone else pick up my order on my behalf?

Yes, they will need to bring the order confirmation email and a valid photo ID for verification.

Is there a time limit for picking up my order?

Orders should be picked up within 7 days of notification. If you are unable to pick up your order within this timeframe, please contact us to arrange alternative options.

How can I get more help or have additional questions?

Feel free to contact our customer service team at designs@weengraveusa.com or visit our store for assistance.

Shipping

Do you accept returns or exchanges?

Can I get a refund if my package is delayed due to shipping? 

No, we do not offer refunds for delays due to shipping. Once the package is turned over to the shipping carrier, we do not have any control over the delivery process.  

How can I track my order? 

You can track your order using the tracking number provided in your shipping confirmation email. Visit the carrier's website and enter the tracking number to see the status of your delivery. 

How long will it take to fulfill and ship my order?

We do our best to fulfill and ship orders within 5-7 business days. However, sometimes we manage to do it even sooner!

What should I do if my package is lost or damaged?

If your package is lost or damaged during shipping, please contact the shipping carrier directly to file a claim. If you need further assistance, you can also reach out to our customer service team.  

 What payment methods do you accept?

We accept major credit cards, PayPal, and other secure payment methods. Please see our website for a complete list of accepted payment options.

Can I make changes to my order after it has been placed?

If you need to make changes to your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request, but changes may not be possible if the order is already in production. designs@weengraveusa.com

Do you offer international shipping?

No, we do not offer international shipping at this time.

What holidays affect your turnaround time?

Major holidays like Christmas, New Year, Thanksgiving, and other national holidays can affect our turnaround time.  Notifications will be posted if necessary. 

How can I contact customer service?

You can reach our customer service team via email.  If it's a matter needed to be discussed via phone we will email you a phone number to contact us. 

Custom Orders

Can you create a custom item or design?

Yes, we offer custom creation services for a wide range of items and designs. Whether you're looking for personalized gifts, unique artwork, or custom-built products, we're here to help bring your vision to life.

How do I request a custom item or design?

You can request a custom item or design by contacting us through our website, email, or phone. Provide us with the details of your project, including your specific requirements, preferences, and any reference materials. Our team will review your request and get in touch with you to discuss further steps.

What information do I need to provide for a custom order?

To ensure we understand your needs accurately, please provide the following information:

  • A detailed description of the item or design
  • Preferred materials and dimensions (if applicable)
  • Any reference images or sketches. Preferably original png, svg, jpeg file.
  • Your budget and timeline
  • Contact information for follow-up

How long does it take to create a custom item or design?

The time required to complete a custom project varies depending on its complexity and the materials needed. Once we have all the necessary information, we will provide you with an estimated timeline for completion.

Can I make changes to my custom order after it has been placed?

We understand that you may want to make adjustments to your order. We allow modifications during the initial stages of the project. However, once the design or item has reached a certain point in production, changes may not be possible or may incur additional costs. We'll keep you informed throughout the process to ensure your satisfaction.

What is the cost of a custom item or design?

The cost of a custom project depends on various factors, such as the complexity of the design, materials used, and the time required for completion. We will provide a detailed quote based on your specific requirements after reviewing your request.

Do you offer a guarantee or return policy on custom items?

We take pride in the quality of our work and strive to exceed your expectations. While custom items are generally non-refundable, we will work closely with you to address any concerns or issues that may arise. Please review our return policy for more information.