FREQUENTLY ASKED QUESTIONS

Yes. Please be assured that our website is secure. We utilize the most advanced security measures available. We encourage you to read our "Security Policy". Feel free to contact us by phone or email if you still have questions or concerns.

Verbal orders can be accepted by phone weekdays from 9am to 5pm EST at 800-528-0900, however, the most efficient way to order is directly on our website.

We accept Visa, Mastercard, Discover, American Express and PayPal.

Yes. All precautions are taken to safeguard your security and the security of your information including the latest encryption procedures. We do not sell, rent, or lease any personally identifiable information to others. (See Security Policy)

Your credit card is charged as soon as we begin processing your order due to the custom personalization involved.

No. Once your order is completed and submitted we begin processing it immediately so orders cannot be cancelled after they are submitted.

For retail orders and customer service, call 800-528-0900 or email Sales@CreativeGiftsDirect.com. For wholesale inquiries, call 800-245-0427.

Yes. Personalization is a way to make a gift truly personal, unique and special. We offer personalization with most of the items we sell. We personalize our items using a variety of methods by choosing the most appropriate method to personalize each item. The allocated space and font choices vary from item to item but the personalization is always amazing.

Yes. You can buy items without personalization. Personalization is an extra charge for most of our items but items can be purchased blank or without a personalized message.

We reproduce your personalization exactly as you enter it. Before placing your order, please carefully check the spelling, names, dates, numbers, capitalization and punctuation. Orders go into production immediately, so this is your last chance to review.

No. We begin processing and personalizing your order as soon as it's submitted, so personalization details can't be changed once the order is placed.

If we made the personalization error, we'll replace the item with the correct personalization at no charge. Errors in the information supplied by the customer, such as a misspelled name or an incorrect date, are not eligible for return or exchange, since the item was made specifically for you.

We are sorry but accent marks, special characters and symbols cannot be produced. We can only produce letters and numbers from the standard American keyboard.

Yes. We reserve the right to refuse to reproduce anything that we find objectionable. Those objections could be based on terms or messages that we deem to be pornographic, obscene, defamatory, slanderous, offensive or otherwise inappropriate. We also reserve the right to refuse to reproduce anything we believe violates copyrights, encroaches on the rights of others, promotes illegal activity, or violates the law.

Yes. A space between letters or words and any punctuation that is part of your personalization message do count as characters.

Sorry, no. We try to determine the maximum engraving area we have on each item and then determine how the personalization message will look best on every item. Please keep your message within the line and character parameters provided.

Product photos show examples of our items and personalization options. Because each item is personalized individually, your finished piece may differ slightly in placement, engraving tone or color. Colors on your screen may also look different from the actual product.

Wood is a natural material, so every piece has its own grain, color, knots and texture. No two items will look exactly alike. Engraving can also appear lighter or darker depending on the grain. These natural variations are part of what makes each piece unique and are not considered defects.

Plated items have a thin layer of finish metal, such as silver or gold tone, bonded over a base metal. This gives them the look of solid metal at a more accessible price. To keep plated items looking their best, clean them with a soft, dry cloth and avoid abrasive cleaners or polishes.

Our orders are processed and shipped from Woodridge, Illinois USA.

No. We do not have an accommodation for customers to pick up their orders. Our facility and our staff are totally geared to processing, personalizing and shipping your order.

Processing of your order begins immediately when you submit your order online. Most orders will require some time to produce your custom personalization and prepare the order for shipping. Your item is selected and any personalization is done to your selection as fast as possible. Some personalization methods may take more time than others but, in general, your order should ship within 5-7 business days. When you receive your order will depend on the shipping carrier, the method of shipping you selected and the distance between your destination and our facility in Woodridge, IL. Orders are shipped Monday thru Friday via UPS (United Parcel Service), FEDEX and USPS (United States Postal Service).

No. Shipping costs are not included in the pricing. We use a variety of shipping companies and shipping charges are added to your order. (See shipping option in your cart at checkout)

A separate order must be entered for each shipping address.

Yes. You will receive an electronic notice when your order ships that will include your tracking number and a link to the shipper's website so you can track it.

We do our best to meet requested delivery dates but sometimes weather and other circumstances beyond our control may intervene and cause delays. No refunds will be issued for orders delayed by weather or any other unforeseen circumstance that may adversely affect delivery.

We stand behind every product we sell and guarantee our products to be free of manufacturing defects. If there's a problem with your order, here's how to return it:

1. Contact us within 30 days of receiving your item by calling 800-528-0900 or emailing Sales@CreativeGiftsDirect.com.
2. Share your order number, a description of the issue and a photo of the problem.
3. Return the item in its new condition, in its original packaging.

Once we receive it, we'll send a prompt exchange. If the item was personalized, we'll personalize the replacement with the same message as the original. Returns are accepted only for manufacturing defects, our personalization errors and shipping errors, and must be requested by the original purchaser. (See Returns Policy for more information)

No. Only returns for manufacturer's defect or personalization errors or shipping errors can be returned.

Yes. The minimum wholesale order is $150.00. Wholesale prices quoted in our catalog are subject to change without notice. Any order that does not meet the $150.00 minimum will be charged a $5.00 drop ship fee.

We accept Visa, Mastercard, American Express, Discover and PayPal. Orders under $250.00 require a credit card or debit card payment. All orders are subject to the approval of our Finance Department.

Yes. Net 30 terms are available after 6 months with an approved credit application.

Accounts that are past due will be assessed a 1.8% per month service charge (21.6% on an annual basis) until the account is current.

All shipments are FOB from our Illinois warehouse. All orders are fulfilled within 24–48 hours after receipt of order. Ownership and responsibility transfer to the buyer once the package leaves our warehouse facility. Please reach out to us directly for special shipping requests.

Yes. We can ship orders directly to your customers. A drop ship charge of $5.00 per shipment applies to all orders shipped directly to your customers.

Yes. Orders requiring new barcode labels or stickers per item incur a service charge of $0.65 per label, and a PDF of the label file is required at the time of order placement. Orders requiring special packing lists, personal notes or provided shipping labels incur a $2.00 special handling fee per order, and these must also be provided at the time of order placement. Please note that CGI does not proofread any uploaded items included in orders.

Personalization takes 7–10 business days to complete. If you need a rush order, please email us immediately at info@creativegiftsdirect.com and we will confirm whether we can accommodate your request.

• Logo Setup Fee (New Logo): $50.00
• Logo File Reset Fee (Previously Engraved Logo): $15.00
• Logo Engraving: $10.00
• Initials/Monogram (1–3 Letters, Straight Format): $6.00
• Initials/Monogram (1–3 Letters, Large Center Letter Format): $6.00
• Full Line Engraving (1 Line): $8.00
• 2 Lines of Engraving: $15.00
• 4 Lines of Engraving: $18.00

Yes. We send an order confirmation by email for all orders received, and a ship confirmation for all orders that have an email address on file.

All shortages must be reported within 7 days after receipt. Defective or damaged merchandise must be reported within 15 days after receipt, and a photo must be submitted for replacement or credit. Returns are accepted within 15 days of receipt of goods, including buyer's remorse from a drop ship customer. A 25% restocking fee will be applied and return shipping will be deducted. Returns on sale or clearance items will not be accepted or credited, as these items are final sale. Please email returns@creativegiftsdirect.com for any return needs.

All products can be viewed online at www.creativegiftsdirect.com. If you prefer to email, please contact sales@creativegiftsdirect.com or info@creativegiftsdirect.com. To speak with us directly, call 1-800-245-0427 Monday through Friday, 9:00am to 5:00pm EST, excluding holidays. Voicemail messages will be returned the following business day.