FAQs: What Our Customers Are Asking
I vividly remember my 1st grade teacher, Mrs. Weaver, telling me “Jack, there’s no such thing as a stupid question.” I think she was just being nice to me, because her response came as a follow up to me asking When did the world get color? My grandparents’ pictures are all black and white. Of course, when it comes to the world of e-commerce and how your business is going to spend their money, none of your questions (no matter how crazy) should be disregarded. After all, your company’s money is valuable and you want to make sure that you are purchasing through the right vendors. Naturally, individuals and businesses that are looking to purchase new signage for their office have many questions to ask.
Over the years, Office Sign Company has been blessed with the opportunity to create some pretty awesome signs for some even more awesome clients. Operating as an e-commerce sign manufacturer in the great city of Fargo, North Dakota, our website(s) have garnered interest from all over the United States and beyond. Although our customer service team is always happy to answer questions from both existing and potential clients, I thought for this week’s blog, I would focus on some of the inquiries we routinely receive at Office Sign Company, so we can help you get a better understanding of our processes. Chances are, if a customer has a question, they aren’t the only one who is wondering. The questions listed below (and their corresponding answers) are some of the most frequently received inquiries that our service team fields:
Q: What is your return policy?
Because we pride ourselves on our quality control, if there are any sort of defects or problems with your order that are caused by our error, we will do all we can to make things right for you. If you are looking to have your sign replaced or redone, let us know ASAP! We are also willing to issue a full refund if you would rather take that route. To receive a refund, customers are responsible for letting us know within 30 days of order receipt if defective or damaged signs have arrived. The best way to notify our team is to contact service@officesigncompany.com or call 701-526-3835 immediately upon noticing the defect or damage (make sure to have your order # or payment information on hand so we can identify your order!). Office Sign Company is not responsible for the misuse of our products, or for orders that were entered incorrectly on our website – although we do try to catch as many mistakes as we can when it comes to spelling errors.
Since so many of our sign orders involve custom text, print, logos, etc., we do not offer exchanges or refunds on undamaged custom products. Stock products (frames, partition pins, etc.) that do not include customization may be returned within 30 days if they have not been used. These stock products will be subject to a 25% restocking fee, however.
Finally, if you place an order that you wish to cancel, make sure to notify our service team immediately. If an order has already gone to production or shipping, it no longer qualifies for cancellation. For our full return policy, please visit Office Sign Company’s Return Policy page.
Q: What is your production time on orders?
Our standard production time is 1-2 business days on all orders. For custom products that are not seen on our website, and other extenuating circumstances, the production time is elongated but we try our best to have all orders produced within two business days from an order being placed. We also work exceptionally well at expediting orders if a customer has a day set in mind that they need their product in hand. Whether it is a door nameplate, metal name badge, flush mount office sign, or vinyl banner, all of our departments are equipped to withstand our quick turnaround time on orders.
If there is ever a period of time in which we cannot abide to our 1-2 day turnaround (for example, when we moved to our new production facility), we make sure to communicate that with our audience through website postings, social media announcements, newsletter announcements, and more. One of our cornerstone principles at Office Sign Company is agility; we aim to be as efficient as possible for our customers. If you ever have any questions regarding whether your order will be completed in time, or if you are looking to have your order go through as a “rush,” please notify our customer service team of the date you need your signs by and we will happily work to accommodate you.
Q: Do you ship internationally?
Short answer: yes. We have done work with a variety of great businesses across the globe, and are happy to take on new projects with international clients.
Long answer: the costs of shipping internationally vary drastically based on location, and are also affected by weight of the package (costs are especially high with larger items such as some of our dimensional signage and custom routed and engraved signs). With any questions regarding the cost of international shipping on our signage, please contact our service team who will promptly provide you with a quote on your estimated shipping costs.
We offer basic and expedited shipping options for our international customers, and are proud to announce that we are a Non Resident Importer (NRI) to our Canadian customers. All international orders will be reviewed and shipped at the discretion of Office Sign Company. Please note that customers will be responsible for imports VAT, clearance fees, or any other charges incurred during international transit. Have any questions? Call us about your international sign order today at 701-526-3835.
Q: Do you offer digital proofing?
Yes, we do – and better yet, it is entirely free of charge. We understand our customers’ need for a digital representation of their sign either (a) before an order is placed, or (b) before an order is moved into production. If you are interested in having our team create a digital proof, please send your request to artwork@officesigncompany.com and include the following information:
- Sign or product you would like to have proofed
- Vector art file (will explain a few questions down) of your logo
- Text, font, and other pertinent details for the product
Q: Is there an extra charge for customization?
No. There is no additional charges for custom text, logos, colors, fonts, etc. that are used in the creation of your signs, coasters, mugs, and anything else you order from Office Sign Company. Personalization is built in to our costs on our website, so you will never be surprised with any hidden fees related to customizing your products.
We understand that every individual and business has different needs. Customizing your sign to align with your workplace aesthetics or your company’s brand is a crucial element in the implementation of new signage solutions. If you have any questions regarding customization, please feel free to contact our service team to find out more!
Q: Can I add my logo to a sign?
Not only can you, but you should! Whether it is having your logo printed on a metal name insert, or having it engraved into a custom restroom sign, we are happy to include your logos on all of the signs that we produce for your company. Interior office signage is a great way to incorporate your brand (as I discuss in my blog on interior office sign trends for 2016) and affixing your company’s logo to your signage is just one more way that your signs can be enhanced.
To send your logo our way, visit this page to learn what you need to do. You can also speak with our service or art teams to see if the complexity of your logo will pose any sort of issues with our laser engravers, vinyl cutters, etc.
Q: What is a vector file?
If you’ve had any sort of graphic design experience in your past, feel free to keep scrolling. If not, then you may be confused with what the need for a “vector art file” is. Well, don’t worry, I’m here to provide insight.
“Vector art” uses mathematical elements such as points, lines, and shapes to create art that looks clean and precise even when scaled to larger sizes. Vector art is usually created in Adobe Illustrator, and is commonly saved with certain file extensions including .ai, .eps, .pdf, and .svg (note: just because your art is saved in one of these files does not necessarily guarantee that it is vector). In order to engrave, print, and cut your logo into signage, we need an editable vector file (preferably .eps or .ai) or a high resolution logo (of 300 dpi or more). If you have any questions regarding whether your art is vector, please attach your logo in a message to our art team who can help you out!
Q: Do you manufacture your products in house?
Absolutely, we do! Aside from certain frames, mounting options, and magnets, virtually everything that we offer on our website is handmade by the good people at Office Sign Company. We pride ourselves on having products that are made in the United States, and think ‘why outsource signage products when we can do the best job ourselves?’
As of April, 2016, Office Sign Company operates out of two separate facilities in Fargo, North Dakota. Our production team is located in the industrial park of North Fargo, whereas our corporate office is in Downtown Fargo. Our team of 30+ individuals works diligently to place orders, create artwork, produce signs, check orders, and ship packages from both of these facilities. We are proud to say that our sign products are made in house, and are lucky to work with many close clients and vendors!
Q: How can I receive a quote?
Although many customers call in to receive pricing on custom signs and bulk quantities, we can only send quotes through email. This makes sure that both the customer and our internal team have everything in writing as it relates to pricing of signage products. If you are looking to have a quote on a custom sign or a wholesale/bulk quantity, please reach out to our service team with your request and they will promptly provide you with a quote. Thank you for your understanding!
Q: Why is the person that writes your blogs so awesome?
I don’t know, guys, I just am.
If you have any other questions along the way related to signage, please feel free to reach out to me directly at jack@officesigncompany.com. Remember: there are NO bad questions when it comes to placing your order through Office Sign Company. You can also check in with us on our Facebook, Twitter, Instagram, Google+, or Pinterest pages. We love to discuss signs of all kinds, and would be happy to interact with you!
