Fat Dog Laser answers FAQs

 Answers to common questions people ask us at Fat Dog Laser Engraving.


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Fat Dog Laser Engraving FAQ page

How long will it take for my order to process?

Orders typically ship 5 to 10 business days after the customer approves the mock up proof. Large orders require longer production times. Most orders ship in less than 2 weeks.   Expedited service is available for an additional fee.

Can you guarantee that I will get my order on time?

We do realize everyone has deadlines and a schedule to meet. We do our best to meet your deadline and we’ll notify you if any delays are encountered during production. Once we ship our product on the date promised, we CANNOT guarantee the shipper will deliver the product to you by the required deadline since we don’t have any control over shipper delays.

What is Fat Dog Laser's return policy?

All our items are engraved and personalized, so we cannot accept returns on any items with the exceptions noted below. Keep in mind that a damaged or defective product will need to be reported within 5 business days of receipt.

  1.  If there is a mistake on our part we will replace the item with the engraving and personalization completed.
  2.  The item was damaged during shipping.

Can I change my order after placing it?

Changes to an order after it has been received are subject to a 15% restocking fee, plus any additional fees required to cover additional expenses that have occurred during the ordering process. No changes will be accepted once the order has moved in to production.

Can I cancel my order?

Cancellations made after an order has been placed are subject to a 15% restocking fee.  Once the proof is approved, the order is moved immediately into production and cannot be cancelled.  Blank orders may be cancelled any time prior to shipment.

What if I received my product, and it is not what I expected?

We make every effort to provide pictures, describe the looks, sizes, colors, engravings, personalization etc. on our website. We realize nothing can replace the look and feel of the real thing. If we misrepresented an item, we will be happy to replace the product. If you are not happy with the product, and it is no fault of our own, we will still replace the product. However, labor, and non-reusable material charges will apply. Also, many of our products are handmade, and variations in size, color, texture, and imperfections are considered normal for these types of products. However, we will make every effort to make you happy and we’ll do whatever it takes to make it right.

Can I request a sample product to review before I buy?

If you would like to obtain a sample of a product before you order a large quantity you can request the sample by calling or sending us an email stating the product name, SKU, how many you plan to purchase, where it needs to ship to, and how many samples you would like. We will let you know if a sample is available and the cost to obtain the sample.

What if I don’t find a specific item I am looking for?

If you are looking for a specific item and you cannot find it on our website. Feel free to call or send us an email with your special request. We have 1000’s of items available that are not listed on our website. Chances are we will probably have it.

Can I customize a product you have, or create something new?

Yes. We can often customize a product, or manufacture a new product depending on the material, sizes, and colors. Please contact us about any custom work or products.

Do you offer engraving services, or can you engrave my product?

We offer sand carving, and laser engraving, marking, and cutting services. We can engrave or manufacture parts and products for you, or provided by you. Please contact us for any special requests.

Do you offer products that others sell that are not on your site?

Most awards and trophy shops have access to the same manufacturers. If you see something on a competitors site; and would like to buy from us, please contact us and we’ll get you a competitive quote.

Do you have minimum order requirements?

You can order 1 to 1,000 or more of any of our products. We do have a $50 minimum charge.

Do you offer assorted sizes for like products?

Each product page will show product sizes that are available. If you are not sure if there are other sizes available for a product. Please contact us and we’ll notify you of the assorted sizes.

Are there any additional or hidden charges?

The charges you see at checkout are most often the final price. However, in situations when you ask for custom art work, expedited shipping, or any other variable will be billed separately.

How do I send you my artwork?

Click on 'File Upload' on the order form and follow the instructions or email us.

What are the artwork requirements?

We require high resolution graphic files of at least 300 dpi.  We accept CorelDRAW, Adobe Illustrator, jpeg, bitmap, PDF, svg, eps, and vector files.

Can I add printed colors to my engravings?

We can offer color filling on many of our products and offer sublimation on some. Please contact us to see if we can add color to the product you want.

Will I receive a digital proof before my order is engraved?

Yes. A representative will email digital proofs for all orders unless the customer notifies us otherwise. Your order will not go to production until you approve the artwork. Please keep a close eye out for an email from hello@fatdoglaser.com in case our email gets sent to a junk folder. Please contact us if you have not received a digital proof within 24 hours.

Will there be any extra charges for adding logos to my awards?

No. There is no extra charge to add a logo. If your artwork does not meet our requirements there may be an extra charge for our designer to prepare your logo for engraving.

What if I cancel my order after I receive my digital proof?

 Cancellations made after an order has been placed are subject to a 15% restocking fee.  Once you have received the proof, the order is moved immediately into production and cannot be cancelled.  Blank orders may be cancelled any time prior to shipment.

Will my Award, plaque, or gift look the same as online?

Each computer monitor differs in color shading, hue, contrast, brightness, and many other factors. Due to these variables it is hard to say your award will look exactly as you see it online. Also, many materials such as wood differ in color and texture from one piece to another.

Can I setup an account with your company?

We can setup terms with major credit worthy companies and organizations. We can also accept purchase orders from most distributors, schools and government agencies. If you would like to setup an account, please contact us and we will send you a credit application to fill out. Once approved your orders will be billed to your organization.

How do I talk to a live person?

A live person is available to speak Monday through Friday 9am-5pm EST. Please call 919-626-4114 between these hours and someone will assist you. If you call after hours, you can leave a message and a representative will get back to you during the following business day.

How secure is my online transaction?

Shopify Payments is one of the most secure payment processors available. Shopify uses 128-bit SSL encryption technology to protect your information during checkout. They also use Fraud Defender, which helps prevent fraudulent transactions.

If I still have a question, how could I get it answered?

Go to the Contact Us page where you can send us an email, and a representative will reply during our normal business hours.