FAQ - Frequently Asked Questions

Choose a product and select its personalized option when available. Our Personalization Studio will guide you through choosing artwork, uploading a file, selecting a saved design, or entering custom text.

Depending on the product, you may be able to:

• Upload your own logo, image, or artwork
• Choose artwork from our free Design Library
• Select artwork you previously saved
• Enter names, dates, messages, or other custom text

Yes. When ordering multiple quantities of an eligible personalized item, you can divide the quantity into Design Groups and assign different artwork or text to each group.

For example, an order of four awards could use one design on two awards and a different design on the remaining two.

A Design Group is a quantity of the same product that will receive the same personalization. Each Design Group can have its own artwork, logo, or text.

Yes. Before checkout, you can add or remove Design Groups and adjust how the product quantity is distributed between them.

Some products offer a non-personalized option, while others are sold only as customized products. The available choices will be shown on the product page.

Yes. You can upload your artwork directly through the Personalization Studio. Clear, high-resolution files usually produce the best engraving results.

Common file types such as PNG, JPG, SVG, PDF, AI, and EPS are generally accepted. Vector files are preferred for logos and line artwork whenever available.

You can browse our free Design Library, enter custom text, or contact us for help developing an appropriate design direction.

Minor adjustments may be made when necessary to improve engraving quality. More involved artwork recreation or design work may require additional approval or an added design fee.

Proofs are not automatically provided for every order. We may contact you with a proof or clarification request when artwork, placement, spelling, or layout needs confirmation before production.

Please carefully review all names, dates, and custom wording before submitting your order.

Many products can be engraved with photographs. Results depend on the product material, image quality, lighting, contrast, and the amount of visible detail in the original photo.

Applicable products are personalized using professional laser engraving. Laser engraving changes or removes part of the material rather than applying a vinyl decal that can peel away.

Not yet. We currently ship within the United States only.

Orders generally require a handling time of 5–7 business days, Monday through Friday, before shipping.

Larger, highly customized, or bulk orders may require additional production time.

Free standard shipping is available within the United States.

• Estimated transit time: 3–4 business days after the 5–7 business-day production/handling period (approximately 8–11 business days total)

Optional local delivery, when available for your address, is a separate service with its fee shown at checkout.

Carrier delays, severe weather, holidays, and other circumstances outside our control may affect delivery times.

Orders placed before 4:00 PM Central Time, Monday through Friday, may begin processing the same business day. Orders received later begin processing the next business day.

Yes. A tracking link will be emailed to you as soon as your order ships.

Contact us as soon as possible at support@smalltownconnetchin.com .

We will do our best to help if production has not started. Personalized orders cannot usually be changed or canceled after engraving or production has begun.

Please contact us immediately. Customers are responsible for reviewing spelling, capitalization, dates, and other submitted personalization details before placing an order.

Once production begins, we may not be able to correct customer-submitted errors.

For eligible non-personalized products, request a return within 14 calendar days after delivery when unused, in their original packaging, and in the same condition in which they were received.

Unused products purchased with the “No Etching” option qualify for ordinary returns under these conditions.

Personalized and made-to-order products are created specifically for you and are not eligible for ordinary returns or exchanges. If your order arrives damaged, defective, or incorrect due to our error, contact us so we can make it right.

1. Email support@smalltownconnetchin.com to request approval.
2. Once approved, we will provide return instructions.
3. Securely package the item and follow the provided return instructions.

Please do not send an unapproved return. Prior approval is required, but no separate return authorization (RA) number is needed. The 14-day window is the deadline to request a return; follow the shipping instructions we provide after approval.

Customers are responsible for return shipping unless the return is due to a defect, shipping damage, or an error on our part. Please use a trackable shipping method.

After an approved return is received and inspected, refunds are generally issued within 15 calendar days to the original payment method.

There is no restocking fee. Your bank or payment provider may require additional time to post the refund.

• Personalized or custom-made products
• Products with customer-submitted spelling or design errors
• Used or altered products, or products missing their original packaging
• Gift cards (if applicable)
• Products returned without prior approval

This does not apply when an item arrives damaged, defective, or contains an error caused by us.

Email support@smalltownconnetchin.com as soon as possible, preferably within 7 days after delivery, with your order number, a description of the issue, and clear photographs of the item and packaging.

This requested reporting period does not limit any rights you may have under applicable law. We will review the issue and work with you on an appropriate resolution.

We do not currently process direct exchanges. For eligible items, return the original product after approval and place a new order for the desired replacement.

Yes. We can personalize many products with company, school, team, nonprofit, and organization logos.

Please make sure you have permission to use any trademarked or protected artwork submitted with your order.

Quantity pricing may be available for larger orders. Contact us with the product, desired quantity, deadline, and personalization requirements so we can review the project.

Yes. We can help with personalized gifts for weddings, anniversaries, retirements, employee recognition, memorials, fundraisers, reunions, holidays, and other occasions.

We accept major credit and debit cards along with any additional payment methods shown at checkout. Payments are securely processed through our ecommerce platform.

That is completely normal. We are happy to help with wording, layout, fonts, and design direction for gifts such as weddings, retirements, memorials, anniversaries, birthdays, and business awards.

Phone: 715-577-9774
Email: support@smalltownconnetchin.com
Mailing address: 2809 E Hamilton Ave #2150, Eau Claire, WI 54701
Support hours: Monday–Friday: 5:00 PM–8:00 PM
Saturday–Sunday: 10:00 AM–8:00 PM (Central Time)