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Info > Customer Service > FAQs
 

FAQs

1.    How fast can I get my order?
2.    Rush orders?
3.    How much does shipping cost?
4.    Can I pick up my order?
5.    How do I find what I'm looking for?
6.    How do I order?
7.    How do I change my order that's already been placed?
8.    How do I cancel my order?
9.    How do I order with a Purchase Order?
10.  How do I personalize an award?
11.  How much does personalization cost?
12.  What fonts do you use?
13.  What is the logo Setup fee?
14.  How do I upload my logo?
15.  I can't find what I want. Will you do special orders?
16.  How do I get a printed catalog?
17.  Where is your showroom located and what are the hours?



How fast can I get my order?
On most products you will receive an “e-proof” within 3 business days of confirmation of you order. We ask that you review and reply as soon as possible. We will begin production on your order only upon receipt of your proof approval. Unless otherwise noted, most orders are shipped within 3 business days of receipt of the approved proof. Actual delivery time is determined by the shipping method you select during checkout. Embroidery, Silk Screening and some Promotional Products may require up to 10 business days production time. Please call customer service at 1-888-790-1374 if you require rush service on these items.  Click here to view the UPS ground service delivery map.

Rush orders?
Are you in a hurry? We can help! Simply let us know up front your in-hands date and we’ll work our magic. On most of our products there is no additional charge for this service. You will, however, need to select the appropriate shipping method to reach your destination on time. Embroidery, Silk Screening and some Promotional Products may require up to 10 business days production time. Please call customer service at 1-888-790-1374 if you require rush service on these items.

How much does shipping cost?
UPS GROUND shipping is based on the value of your order.
 

Order total: *UPS ground cost:
$0 - $49.99 $5.99
$50.00 - $99.99 $7.99
$100.00 - $149.99 $9.99
$150.00 - $249.99 $11.99
$250.00 - $499.99 $13.99
$500 and up $17.99

*Some heavier items may require additional shipping charges.

We offer all of UPS Shipping services including: UPS Ground, 3 Day Select, 2nd Day Air, Next Day Air Saver (by 5:00PM), Next Day Air (by 10:30 AM), and Next Day Air Early AM (by 8:30 AM). While we prefer Shipping UPS, we also offer FedEx or United States Postal Service upon special request by contacting our customer service at 1-888-790-1374

Can I pick up my order?
Yes, you can pick up your order at our showroom. Simply choose the "pick-up" option instead of a shipping method during the checkout process.

How do I find what I'm looking for?
Browsing this site is made easy by clicking on one of the main product departments or categories located on the tool bar to the right of the screen.  You can also use the search feature or site map.

How do I order?
Ordering on-line consists of three simple steps, selecting the item(s), entering the personalization, and providing us with the necessary information to complete your transaction. Be sure to read the instructions carefully when entering your personalization as this will impact your price and may help to speed you through the process.

How do I change my order that's already been placed?
You may email your changes to sales@lucianmail.com or by contacting our customer service at 1-888-790-1374. Please note that changes after art approval may result in additional charges and could delay delivery.

How do I cancel my order?
Once your order is placed, you'll receive a confirmation with your order number. To cancel this order, e-mail, or call our customer service at 1-888-790-1374. Remember, we specialize in quick turnarounds, so if you need to cancel please let us know before art approval.

How do I order with a Purchase Order?
You must establish credit terms with us prior to placing your order.  Upon credit approval, we will create a membership ID for your organization and e-mail your user ID and password along with a validation key.  You must be purchasing for a company or organization, we do not extend terms to individuals.  Please allow 2-3 weeks to process the credit application.  To receive a credit application, e-mail your request to sales@lucianmail.com.

How do I personalize an award?
We’ve tried to make this as simple as possible, leaving you every option to get what you really desire!  Click here to review the Personalization instructions. For larger orders, you may choose to send your text via fax or e-mail. This option is available, however, you must contact customer service at 1-888-790-1374 to confirm receipt of your text and receive the adjusted total price.

How much does personalization cost?
$0.15 per character for most diamond drag engraving and some laser engraving. Many Laser engraved items have the personalization cost built in. On those items, there are generally no additional marking charges.

What fonts do you use?
Generally, we use a roman style font. It is one of the easiest typefaces to read. We usually bold the name and make it a little larger than the rest of the text. If you do not wish to have us choose your fonts or you are looking for specific fonts to be used on the items you purchase, please e-mail your art to  sales@lucianmail.com or contact our customer service at 1-888-790-1374.

engraving sample:

 


What is the logo Setup fee?
In most cases it is $15.00. This covers 15 minutes of initial setup time. In cases where the setup time exceeds 15 minutes, you will be contacted and given the estimated time to redraw your art. Should you chose to proceed, your total will be adjusted and charged to your credit card. If you cannot be contacted, you order will be held.  Click here to view the artwork requirements page.

How do I upload my logo?
You will find a logo link on the personalization page and on the logo page.  Simply follow the instructions.  There is also a link on the artwork page.  Click here to view the artwork requirements page.

I can't find what I want.  Will you do special orders?
Certainly! Just call our  Customer Service Associates at 1-888-790-1374 and describe what you're looking for and we'll help you find a product that matches your needs.

How do I get a printed catalog?
We will be happy to send you catalogs!  Simply click on the “Catalog” link, at the bottom of any page, or contact our customer service at 1-888-790-1374.

Where is your showroom located and what are the hours?
Our showroom address is:
          4200 Kenilworth Avenue
          Bladensburg, Maryland 20735

Showroom Hours:
          
Monday - Friday 9:30am-5:30pm
          Saturday - Closed
          Sunday
  - Closed

Directions:
         
 
From the Beltway(495) exit onto - Rt 201 Kenilworth Ave. South
          Go 6 miles to the corner of UPSHUR Street, we are the 2 story brick building on your right. Turn right on UPSHUR and immediate Right into our parking lot.

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phone 888-790-1374      301-779-2227      fax: 301-864-2712