How long will my order take?
Standard production time for most orders is 5–10 business days after we have received all required information and artwork and you have approved your proof. Complex projects, custom products, large quantities and peak-season orders may require additional time.
Production time does not include shipping time. If you have a required delivery date, tell us before placing your order.
Will I receive a proof?
Yes. Unless you tell us to proceed without one, we will send a digital proof for your review and approval before production begins. Please carefully check the spelling, names, dates, artwork, colors, layout, product and size.
If you waive the proof, production may begin immediately and you accept responsibility for errors that a proof would normally allow you to identify.
How do I request a custom quote?
Complete our Custom Quote form and provide the product, dimensions, quantity, artwork or reference files, and any special requirements. Please also include your requested completion or delivery date. The more information you provide, the more accurately we can quote your project. We will contact you if anything else is needed.
How do I reorder a previous order?
Sign in and select Order History to find a previous order. If the order is not displayed, contact Customer Service with the previous invoice or order number, or approximate order date.
Accounts & Pricing
How do I create an account?
Click the account icon in the upper-right corner of the website and complete the Distributor/Dealer Registration form.
Already have an AIF account? Select Sign in at the top of the page instead of registering again.
I am already an AIF customer. Do I need to register again?
If your company already purchases from Acrylic Idea Factory, please do not create a duplicate account. Select Sign in and enter the email address associated with your account.
If your email is not recognized, contact Customer Service for assistance connecting you to your company account.
How do I Sign in?
Enter the email address associated with your account. We will email you a secure sign-in code; no password is required.
If you don’t see the email with your sign-in code in your inbox, please check your spam or junk folder. If you still can’t find the email, please contact Customer Service for assistance.
Why can't I see my pricing?
If you're not signed in, our website displays Suggested Retail pricing by default. Sign in ro see the pricing assigned to your distributor/dealer account.
If you are signed in and your pricing does not appear correctly, please contact Customer Service.
Do I need to be signed in to order?
Yes. You must be signed in to your Distributor/Dealer Account to place an order and receive your account specific pricing.
ORDERING
How do I place an order?
Sign in, select your products and options before adding them to the cart. Upload artwork and include any special instructions when requested; then review and submit your order at checkout.
Our team will review your order and contact you if additional information is needed before production begins.
Is there a minimum order?
No. Most products can be ordered in quantities as small as one. Any minimum quantity that applies to a custom product or special process will be shown on the product page or included in your quote.
Can I place an order without artwork?
Yes. You may place your order and send the artwork later. We cannot prepare a proof or begin production until we receive all required artwork and instructions.
Can I request a custom quote?
Complete our Custom Quote form and provide the product, dimensions, quantity, artwork or reference files and any special requirements. Please include your requested completion date or delivery date.
The more information your provide, the more accurately we can quote your project. We will contact you if anything else is needed.
Can I reorder a previous order?
Sign in and select Orders History to find the previous order. If the order is not displayed, contact Customer Service with the previous order number, purchase order number or approximate order date.
Can I cancel or change my order?
Contact Customer Service as soon as possible if you need to change or cancel an order. We will accommodate your request whenever possible, but changes or cancellations may not be available once artwork preparation or production has begun.
Charges may apply for proofs, materials or production work already completed.
How do I check my order status?
You can check the status of your order at any time by logging into your Account Dashboard. From there, you'll be able to view your order history, current order status, and other account details.
If you need additional information or have questions about your order, contact Customer Service.
Will I receive an order confirmation?
Yes. An order confirmation will be emailed to the address associated with the order. Please review it promptly and contact Customer Service if anything appears incorrect.
Can I use my own Purchase Order Number?
Yes. You may enter your purchase order number during checkout. Your PO number will appear with the order for easier reference and record keeping.
Artwork & Personalization
What file types do you accept?
- Laser Engraving and UV Printing: We recommend vector artwork, such as AI, EPS, PDF, or CDR (CorelDRAW) files, for the best print quality and accuracy.
- Full-Color Printing: We recommend high-resolution image files, such as PNG, JPG, TIFF, or PSD. Raster image files are preferred at 300 DPI at the final production size for the best results.
If you're unsure whether your artwork is suitable, send us the best file you have. We will review it and let you know if anything else is needed.
What printing processes do you offer?
We offer several ways to personalize our acrylic products:
- Laser Engraving creates a precise, permanent frosted image in the acrylic. It is ideal for text, line art and logos with clean detail.
- AcryliPrint®HD reproduces photographs, gradients and multicolor artwork in vivid high definition color.
- Spot-color UV printing applies color to selected elements such as logos, text or patterns. It is ideal for designs that use specific colors.
Available processes vary by product and are shown on the product page.
Will I receive a proof before production?
Yes. Unless you tell us to proceed without one, we will send a digital proof for your review and approval before production begins. Please carefully check the spelling, names, dates, artwork, colors, layout, product and size.
If you waive the proof, production may begin immediately and you accept responsibility for errors that a proof would normally allow you to identitfy.
How do I approve or request changes to my proof?
Follow the instructions included with your proof to approve or request changes. Production will not begin until we receive your approval, unless you previously instructed us to proceed without a proof.
Can I make changes after approving my proof?
Contact us immediately. If production has not begun, we may be able to make the change and issue a new proof. Additional artwork or proof charges may apply.
Once production has begun, changes may not be possible and completed work may be chargeable.
Are revisions to my proof included?
Your first digital proof is included. Customer requested revisions and additional proofs may incur an artwork charge. We will advise you of any charge before completing billable work.
What happens if my artwork is low resolution?
Low-resolution artwork may appear blurry, pixelated, or unclear when printed. If your file is not suitable for production, we will contact you and may request a higher resolution or vector version.
If a better file is unavailable, we will explain the available options before proceeding.
Do you offer design assistance?
Yes. Our art department can assist with artwork creation, cleanup and layout changes. Artwork services are billed at minimum charge of $80 per half hour. We will advise you of applicable charges before beginning billable work.
Do you offer color matching?
We can match solid colors as closely as the printing process and material allow. For best results, provide a Pantone color number (PMS) or a physical sample.
Exact matches cannot be guaranteed and slight variations may occur between screens, proofs, printed pieces, materials and production runs. Color matching is not available for gradients, transparent effects or metallic colors. Artwork or color matching charges may apply; we will advise you before beginning billable work.
Products
What base options are available?
Base options vary by product. Depending on the design, choices may include: Blue Mirror, Gold Mirror, Silver Mirror, Clear, Glacier Blue, Jade Green or solid Black acrylic. The available choices are shown on each product page.
We can also create custom bases for many projects. Submit a Custom Quote request if you need an option not listed.
What is the difference between printed and engraved products?
The primary difference is how your design is applied to the acrylic.
- Printed products use full-color UV printing to reproduce vibrant logos, photos, gradients, and detailed artwork directly onto the acrylic surface. This option is ideal for colorful designs and photographic images.
- Engraved products are created by laser engraving your design into the acrylic, producing a clean, permanent mark with a refined, professional appearance. Engraving is best suited for text, line art, and simple logos, and can be enhanced with color fill on select products.
Both methods produce durable, high-quality results. If you're unsure which option is best for your project, our Customer Service team can help you choose the right solution based on your artwork and desired look.
What mounting options are available?
Depending on the product, mounting options may include VHB/foam adhesive, French cleats, standoffs, self-standing pins, and the Anyway™ Horizontal/Vertical Hanger.
For a custom mounting method, submit a Custom Quote request or contact Customer Service.
Is double-sided printing available?
Yes. Many of our promotional products are available with double-sided full-color printing. If a product supports this option, it will be clearly indicated on the product page.
If you're unsure whether a specific item can be printed on both sides, please contact our Customer Service team, and we'll be happy to assist you.
Are your products always in available?
We manufacture our products to order rather than relying solely on finished inventory. Most products can therefore be ordered as needed, subject to material and component availability.
For large orders or firm delivery dates, contact us before ordering so we can confirm materials and production time.
Production & Shipping
What is your standard production time?
Standard production time for most orders is 5-10 business days after we have received all required information and artwork and you have approved your proof. Complex projects, custom products, large quantities and peak season orders may require additional time.
Production time does not include shipping time. If you have a required delivery date, tell us before placing your order.
Can I rush an order?
Yes. Rush production is available for many products for an additional charge and is subject to production capacity. Contact Customer Service before placing the order so we can confirm whether your request date is possible and provide the applicable rush charges.
Rush production shortens production time only; it does not include expedited shipping unless specifically arranged.
How is shipping calculated?
Shipping is based on destination, package dimensions including weight, quantity and selected service. Most orders receive shipping options during checkout.
Orders requiring special packaging, palletizing or freight service may require a separated shipping estimate.
How do I track my shipment?
When your order ships, tracking information will be emailed to the address associated with the order. You may also view available tracking information within your Orders section.
Can I split an order into multiple shipments?
Yes. We can ship and order to multiple addresses or release it in separate shipments when arranged in advance. Additional shipping, handling and packaging charges may apply. Contact Customer Service before the order for assistance.
Do you ship internationally?
Yes. We ship to many international destinations. The recipiant is responsible for any customs duties, import taxes, brokerage fees, tariffs, and other international charges imposed by the destination country. These charges are not included in our product or shipping prices unless expressly stated.
Contact Customer Service before ordering if you need help determining whether we can ship to a particular destination.
Payments & Billing
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, ACH Payments, Wire Transfers and Checks. Approved customers may also order using established net payment terms.
Contact Customer Service for ACH or Wire instructions. Never send banking information through an unsecured message.
Can I pay by ACH or wire transfer?
Yes. Contact Customer Service for secure payment instructions. Please include your company name and the invoice or order number that the payment should be applied to.
Do you accept checks?
Yes. Make checks payable to Acrylic Idea Factory and include your invoice or account number with the payment. Mail checks to:
Acrylic Idea Factory
Accounts Receivable
PO Box 845628
Los Angeles, CA 90084-5628
Do you accept purchase orders?
We accept purchase orders from customers with approved net payment terms. A purchase order does not establish credit or replace the credit approval process. Prepaid customers may include a PO number for reference but payment is required before the order is released.
How do I submit a tax exempt certificate?
Email your current resale or tax exemption certificate to Customer Service. Include your company name and AIF account number so we can apply it to the correct account.
Taxes may continue to appear until the certificate has been received, verified and added to your account.
Returns, Replacements & Order Issues
What should I do if my order arrives damaged?
Contact Customer Service team as soon as possible and provide your order number along with:
- Photos of the damaged product
- Photos of the shipping carton and packaging
- A photo of the shipping label
- The quantity damaged
Please keep the product and all packaging until we advise you that they may be discarded. The carrier may required them when reviewing damage claims.
What should I do if something is missing from my order?
Contact Customer Service as soon as possible. Include your order number, the missing item or quantity and photos of the carton, shipping label, packing slip and contents received. We will review the order and shipping records to help resolve the issue.
What should I do if my order is incorrect?
Contact Customer Service as soon as possible and do not alter, decorate or distribute the products. Provide your order number, a description of the issue, the affected quantity and clear photos showing the problem.
We will review the order, approved proof and production records before contacting you with the appropriate resolution.
What is your return policy?
Because many of our products are made or decorated to order, return eligibility depends on the product and circumstances. Please review our Refund Policy page for complete terms.
Contact Customer Service before returning anything. Unauthorized returns may not be accepted and returned products must be sent according to the instructions we provide.
What if I ordered the wrong product or provided incorrect artwork?
Contact Customer Service immediately. If production has not begun, we may be able to charge or cancel the order. Once production has begun, the order may not be changeable or refundable and charges may apply for work already completed.
Customer approved proofs and customer supplied information are used for production, so please review all details carefully before approving your proof.
