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Frequently Asked Questions

Image Where are you located?

We are located in the city of Rancho Santa Margarita, California. You may pick up your purchased merchandise at our showroom during business hours. Our business hours are Monday through Friday 9 am to 7 pm.

If you decide to pick up your purchased merchandise at out showroom, select "Will-Call" during check-out and an email confirmation will be sent to you when your order is ready.

If you prefer, come and visit us at our showroon during our business hours.


Showroom Address:
30346 Esperanza
Rancho Santa Margarita, CA 92688

Directions:
If coming from San Diego, Interstate-5 North Bound,
exit on Oso Parkway and make a right turn.
If coming from Los Angeles, Interstate-5 South Bound,
exit on Oso Parkway and make a left turn.

Go down approximately 3 miles to Antonio Parkway and make a left turn.
Proceed on Antonio about 4 miles and make a left on Avenida Empresa.
At the next light, make a right turn on Esperanza.
We are about a mile down, on your right, on back of the Abracon building.





Image How can I place an order?

You can buy any of our personalized engraved products securely by using your Visa, Mastercard, American Express or Discover credit card. To place a secure web order on our website, please use our secure on-line shopping cart and enter your credit card information when requested to do so. To use the web shopping cart, add your desired products onto the cart by simply clicking on their picture one product at a time by clicking on the "Add to Cart" button you see on the lower right corner of the product details section. Keep adding products in this manner by clicking the "Continue Shopping" button and when ready to check out your shopping cart, click on the "Checkout" button. If you don't have an account with us yet, you will be prompted to register before you can enter your credit card information.

If you would like to place an order by phone, please call us toll free at 1-800-805-9508 and press "2" to reach our Sales Department. For international orders please call 1-949-340-0170. If you have questions regarding any of our products and services before you place your order, you can email us 24 hours a day, 7 days a week, at sales@etctrade.com, but why not just give us a call? For faster customer support you may click on our "live chat" button to talk to one of our friendly customer representatives.

If you don't have a credit card available, you can complete your order with us on the phone and then have a check or money order written to the following mailing address:

Etc Trade, LLC
Attn: Sales
30346 Esperanza, Suite A
Rancho Santa Margarita, CA 92688

Please note that orders made by check cannot be precessed until the check has been cleared.



Image What is your guarantee policy?

All of our items are 100% Satisfaction Guarantee products. Not only do we guarantee your complete and total satisfaction with the quality of our products, but we also have a 110% lowest-price assurance policy. If you find an identical article anywhere on the web sold at a cheaper price than we offer it here, we will discount 10% of the price difference. If you find another site that offers a lower price within two weeks after the date we ship your order, let us know and we'll credit your original payment method for the difference.
Special promotions such as rebates, gift certificates, and "buy one, get one" offers are not eligible. The Web site must not be an auction site or a discount site. There is a limit of one guarantee claim per item, per order.



Image Can I get a discount if I purchase a large quantity of gifts?

Yes. Orders over $300 will receive discounts that increase as your order size increases (one-time logo set-up fees, and gift-wrapped items are excluded). Large order discounts cannot be combined with other discounts. Additional shipping fees may apply to orders over 10 lbs. An email with the exact delivery fees will be sent to you once your order is placed. We will charge you the exact amount that our shipping company charges us.

Order Value

You Save

$300.01 - $500

10% - Use Coupon: OVER300

$500.01 - $1,000

15% - Use Coupon: OVER500

$1,000.01 - $2,000

20% - Use Coupon: OVER1000

$2,000.01 - $3,000

25% - Use Coupon: OVER2000

Over $3,000

30% - Use Coupon: OVER3000



Image How can I get a price quote for a business or large order?

Please call Customer Service at 1-800-805-9508 for details. If you'd like to use your Tax Exemption ID on a business order, please be ready to provide a copy of your tax exemption form. If you prefer, you can email us at customerservice@etctrade.com



Image How much does personalization cost?

Personalization fee varies per item. Whether the personalization of your item is free or it has a fee, you will find this information on the page of every item. Also, depending on the order, there may be extra charges not included such as one-time corporate logo set up fees.



Image How long will it take to personalize and ship my order?

Most of our personalized gifts ship in 2 business days. Some items do require additional personalization time, as noted in the product descriptions on our website. If your order cannot be shipped within 2 business days we will notify you immediately.



Image How long do you take to ship large orders?

Large orders are considered when ordering 20 units or more. Non-personalized large orders can take up to 3 business days for us to ship. Personalized large orders can take 4-6+ business day for us to ship. In general, the shipment schedule for large orders must be discussed and confirmed by email or telephone.



Image How much does shipping cost and what are my shipping options?

For complete details about shipping please visit our Shipping & Delivery page. If you still have any other questions about shipping and delivery you may click on the "live chat" button for immediate assistance or you can email us at shipping@etctrade.com



Image What if I need my order rushed?

If your order requires personalization, normally a 2-3 business day period is required for production of your order because there is usually a long production queue. However, if your personalized order needs to be shipped on the next-business day, then an extra $10.00 rush fee will apply for every item of your order. This fee will account for the over-time labor required to rush the order.



Image Will you correct my spelling or change my personalization?

We will personalize your gift exactly as you enter the text. Enter personalization with capital and lower case letters, as you would like it to appear. Do not type in all capital letters or all lower case letters unless that is how you want the item to appear. In the event that you made an error on spelling of any item and need a replacement, we offer the item to you at a 30% discount.
Our engraving software will ONLY change your capitalization to non-capitalized text only if you choose a font that does not look good when engraved in ALL CAPS as noted on our website. Our software will automatically change the font to the one we recommend in order to make your item readable and clear. In the event, you accidentally make a mistake on the composition of your item and need a replacement, we can offer a fixed version of the same item to you at a 30% discount.
Please note that since each personalized item is made on a per-order basis, we reserve the right to make compositional changes on your item when we deem it necessary in order to improve the aesthetic appearance of your item.



Image What is your policy with complimentary items?

Complimentary items that do not appear as part of the product title such as stands, gift bags, gift boxes and in some cases additional duplicate items sent as a courtesy, may, in our discretion, be exchanged at any time and without advance notice. In other words, the complimentary item you receive may differ from what is shown in the website product images.



Image Can I personalize an item in a language other than English?

We are able to reproduce most international characters. Personalization is free only on messages written using standard western keyboard characters. Therefore, personalization using international (non-western) characters will incurr an extra fee. The fee for this option depends on your specific request. To find out if we are able to reproduce your alphabet, please contact us at 1-800-805-9508 or email us at customerservice@etctrade.com



Image Can I order more than one item with the same personalization?

Yes. Please note that items with different personalization must be ordered individually. To order more than one item with the same personalization, change the quantity on your shopping cart page and click on "Update."



Image How do I personalize a gift with a logo?

We can digitize your company logo or signature for engraving on almost all of our gifts. For more information and to place a logo/signature order please call us toll-free at 1-800-805-9508 and press "2" to reach our Sales Department. If you prefer, you can send us an email at sales@etctrade.com



Image What is your Return Policy?

If any item(s) in your order is (are) not 100% free from defects in materials and workmanship, you may exchange it (them) for the same exact item. Only if the item is currently out of stock, you may retun it(them) in new condition and in its (their) original packaging for a prompt full refund. Understandably, personalized items cannot be accepted for return, unless there is a defect or manufacturing error and the item is being exchanged for an identical replica. Contact us within 10 days (2 weeks) of receiving your order for a return authorization number. We will accept authorized returns within 30 days of purchase as long as the items are unused and in the original packaging. All returns must have an RMA authorized number. Please contact us for details.
All ZIPPO damaged brand items must be reported within 5 business days (1 week) of delivery date.
Dated items, must be inspected IMMEDIATELY. Dated items cannot be returned or exchanged after event date regardless of whether they are defective or damaged, as etcTrade cannot be responsible for the use of the merchandise.
EtcTrade it is not responsible for any package arriving without a return merchandise authorization number.
Personalized items can only be returned in exchange for an identical replica and only when the original item sent contained defects in materials or workmanship.



Image Do you charge a restocking fee?

Only non-personalized items will be accepted for returns. Please contact us for an RMA prior to any returns. Any unauthorized returns will not be accepted. We will charge a 25% restocking fee on some items. All non-personalized wooden items will be subject to a 25% restocking fee. Only items returned in brand-new, flawless condition can be accepted back by us. If you have any questions in regards to the item you are purchasing, feel free to contact us at any time.



Image Can I make any cancellations or changes on my order?

Yes. Once your order is placed, if you need to cancel it or change the personalization of your order please contact us immediately. However, once an order is being processed it can no longer be canceled because it is sent immediately into production. You may still be able to change the personalization, depending on which stage of the production process your order is. To insure that your change is received, use the Contact Us form on the website, or call our customer service department at 1-800-805-9508.
Please note that if you have not received a reply from us within 24 HOURS, contact us again as it is the customer's responisibility to ensure the request was received by us.



Image How will I know when my order has been shipped?

You will be notified when your order ships from our warehouse. If your delivery address is within Continental USA, our system will upload your UPS tracking number within 24-48 hours of shipment of your package.



Image How do I use my coupon?

If you have a coupon code, have the code handy when placing your order online. Our system will ask you for the code during the ordering process. Once you go through the process of finalizing your order the system will deduct the value of your coupon from your invoice. If you find a coupon after placing your order, we can validate a single coupon within 24 hours of your order being placed. Only one coupon can be used on a per order.



Image I have questions regarding the operation of this website?

You can contact the webmaster at any time.



Image I still have unanswered questions. What do I do?

We are always looking forward to serve you and would love to hear from you. Our friendly and knowledgeable customer service representatives are ready to assist you with whatever you need. Just give us a call at 1-800-805-9508 or you can use our Contact Us form on our website. You can also send us a fax at 1-800-805-9539 or if you prefer you may click on our "Live Chat" button for immediate customer service support.



ETC Trade