FAQ
Orders
How do I place an order?
You have two options for placing your order. You can submit your order through our website or send the order details to lumenacrylics.com .Once we receive your order, you will receive a no-obligation proof of your order within a business day. Once you receive your proof, you can make changes or cancel your order.
May I fax or phone in my order?
No. Orders must be submitted through our website or via email.
Proofs
When will I receive my proof? If I have changes, will I receive a new proof?
Proofs will be sent within one business day of receiving the order. If you have a change, reply to the email containing your proof with the requested changes. We will make the adjustments, and a new proof will be sent. We ask that you allow one business day for a new proof every time changes are made.
How many proof revisions will I receive?
After your initial proof, we will send you three additional proofs. After that, if you still have changes, we would be glad to make those changes; however, you will be assessed a $10 design fee for each additional set of changes sent in.
How accurate is my proof?
The proof is a computer-generated image, but your final product will look just like the proof. Please be sure you double-check your proof for spelling and grammar, as we are not responsible for errors.
Pricing
What is included in your price?
Our price includes your design, which comes with unlimited text and one piece of artwork, as well as standard shipping on orders $99+ within the contiguous US. Larger orders may require skid shipping.lumenacrylics.com will cover the first $100.00. Any balance is the customer’s responsibility. For each additional piece of artwork, a $10 fee is assessed.
What sorts of discounts do you offer?
Discounts are determined by the quantity of duplicate items. To receive a quantity discount, the item must be the same size and material, must be shipped to the same address, and appear under the same order number. The quantity discount may be revoked for orders that use multiple image files, including PDFs.
When will my credit card be charged?
When you place an order through our website, the cost of your order will be temporarily held on your credit card, but not processed. If you cancel your order, those funds will be released. If you modify your order, the amount processed will only be the amount of your finalized order.
Shipping
When will my order ship?
Most orders ship within one business day of approval and payment of your proof. For a select few products, shipping will be within two business days. Larger orders may require additional production time. For specific delivery dates, please note them in the Further Comments/Additional Notes section of the order form. We will do our best to meet your deadline and contact you for details on upgrading shipping.
What shipping methods do you offer?
Our standard shipping is free for the contiguous United States on orders $99+, on most items*. Depending on the weight of the item, standard shipping is either US Mail or UPS Ground. You may also upgrade through UPS. We offer UPS Ground, 3rd Day, 2nd Day, and Next Day Air. We ship from the 46040 ZIP code.
Can you ship my order with FedEx?
No. We are not able to ship your item via FedEx, we can only use UPS or US Mail.
How long does your free standard shipping take to arrive?
We cannot guarantee delivery times with US Mail, but most orders arrive within 2-5 business days. We ask that you allow 10 business days before contacting customer service. Barring extreme weather conditions, UPS Next Day Air shipping is guaranteed by ship date. UPS does not guarantee delivery with any other option.
Do you ship internationally?
Yes, but additional fees apply. Please email or call us about shipping quotes and options. APO shipping is free on orders $99+, but only priority shipping is available. Any taxes, customs, or import fees are the customer’s responsibility. If your order is returned to us, you will be responsible for the cost to reship the item, as well as the cost that we paid for the item’s return.
My order is a gift. Will you include a note or a receipt in the package?
If you select our gift wrapping option, you will have the ability to add both a note and a gift tag. If you wish to have these added to your gift, please include the text in the Further Instructions section of the order form for each of those options. A gift tag will be added if you choose to add gift wrapping. Please include the recipient’s and giver’s names to include on the tag. If we do not receive names, we will put the names on the billing and shipping address.
*Some larger items may require shipping on a skid; additional charges apply and will be quoted before we send your proof.
Your Account
Can I take over someone else’s account?
For our customers safety we cannot transfer an account into someone else’s name and contact information. However, we would be glad to help you match previous orders placed by other individuals in your company. Please email us, and we would be glad to provide old designs for your review so your new orders can match.
Can I take over someone else’s account?
Yes, all artwork and proofs are kept on file.
Design
What type of file do you need my art to be in?
Our online designer accepts PNG, JPG, GIF, and SVG. If you wish to include PDF, AI, or EPS files, please send them to lumenacrylics.com with your order number after placing your order.
Can you match my logo’s color?
Due to the material and the processes we use, we cannot guarantee an exact color