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FAQs Why can’t I log in? Try using an alternate web browser usually solves most issues. Also this website is very sensitive to extra spaces. Please be sure you are not adding an extra space before or after your username and password. What do I do if I have a problem placing my order? Our troubleshooting solution is to try an alternate web browser as that usually solves most issues. However, if problems persist, please Contact Us. Can I edit my certificate/award/diploma? Edits are allowed only if the preview of that information is open (or unblocked) to grant edit access. Edits are not permitted on text that is blocked. We consider certificates/awards/diplomas as legal documents so we are not authorized to make edits. However if there is an error in how your certificate/award/diploma previews (ie, misspelling), please Contact Us before completing your order. Carefully review your personalization. Approval to personalization is fail-safe so changes cannot be made once the order is complete. What are my payment options and is checkout secure? We accept Visa, MasterCard, and American Express. Paying online with a credit card is easy and safe. It is processed through Authorized.Net, a renowned merchant provider. Your credit card statement will show amount paid to “The Award Group”. Note your credit card information is not saved in our system nor kept on file. Will I pay sales tax? Applicable sales tax will be applied when shipping to New York, New Jersey, Connecticut and Washington DC in which we are required by law to do so. What is the turnaround time? Standard turnaround time is approximately 6-8 weeks from the time you placed your order. How do I know my order has been placed? You will know that your order has been successfully received because you will receive an order confirmation via email. How will I know when my order has shipped? You will receive a shipping confirmation via email once your order has shipped. What is the return policy? Non-personalized items can be returned within 30 days of receipt for a full merchandise refund. Please email us for a return address and authorization number to send your item back to our warehouse. Be sure to include your name and return authorization number on the package. Package your return shipment securely to ensure that the items are not damaged in transit. If you are sending it back directly, it is advised that you return merchandise via any shipping carrier using a tracking number to ensure your package is received. Packages without tracking cannot be guaranteed. Please allow 10 business days for your refund to process upon receipt of your return. Personalized items cannot be returned. What happens if I don’t receive my order? The statute of any issues regarding your order is three months from the time your order ships. If you do not receive your order within the three month timeframe, please Contact Us to file a claim for further investigation. After three months, we can no longer be liable for any lost packages. |
