Why can't I see my pricing?
If you're not logged in, our website displays Retail pricing by default. To view your distributor-specific pricing, you'll need to log in to your account.
Once you're signed in, the website will automatically display the pricing associated with your account. If you're logged in and still don't see your pricing, please contact our Customer Service team, and we'll be happy to help.
How long will my order take?
Our standard production time is 5–10 business days for most orders. However, production times may vary depending on the size of your order, the complexity of the project, and our current production schedule.
If you have a specific deadline, we offer rush production for an additional charge, subject to availability. We recommend contacting our team as early as possible to discuss your timeline so we can help determine the best production option for your order.
Will I receive a proof before production?
Yes. Unless you instruct us otherwise, you will receive a digital proof for review and approval before production begins. This gives you the opportunity to verify your artwork, text, layout, and other design details to ensure everything is correct.
If you request that your order be produced without a proof, production will begin immediately, and you assume responsibility for any errors that would have otherwise been identified during the proofing process.
How do I request a custom quote?
Requesting a custom quote is easy. Visit our Custom Quote page and complete the online form with your project details, including the product you're interested in, quantities, artwork (if available), and any special requirements.
Once your request is submitted, our team will review the information and prepare a personalized quote based on your specifications. If we need any additional details, we'll reach out to you before finalizing your quote.
To help us provide the most accurate pricing, please include as much information as possible; Such as dimensions, quantities, desired production timeline and any reference files or artwork.
Are your products always in stock?
Yes. As the manufacturer, we produce our products on demand rather than stocking limited inventory. This allows you to place orders with confidence without worrying about products being out of stock; while still enjoying custom options and consistent production quality.
For exceptionally large orders or if you need a specific quantity by a certain date, we recommend contacting our team for the most accurate production timeline and availability. Standard lead times apply to most orders.
GETTING STARTED
How do I create an account?
To create a new distributor account, click the account icon in the top-right corner of the website. You'll be directed to our Distributor Sign-Up form, where you can submit your information to create an account.
If you're already a customer, simply click the Sign in here link at the top of the sign-up page to access your existing account.
Do I need to be logged in to order?
Yes. You must be logged in to your distributor account to place an order. Logging in ensures you receive your account-specific pricing, allows us to associate your order with your business, and provides access to your order history, saved information, and other distributor-exclusive features.
If you don't have an account yet, simply click the account icon in the top-right corner of the website to complete the Distributor Sign-Up form. Once your account is created and approved, you'll be able to log in and begin placing orders.
What payment methods do you accept?
We offer a variety of payment options to meet the needs of our customers.
We accept all major credit cards, including Visa, Mastercard, American Express, and Discover.
We also accept ACH payments, wire transfers and checks. Net Terms are available for qualified customers upon approval.
If you have questions about any of our payment options or would like to inquire about Net Terms, please contact our Customer Service team. We're happy to help you choose the payment method that works best for your business.
Do you offer Net Terms?
Yes. We offer net payment terms to qualified customers who meet our credit requirements.
If you're interested in applying, please contact our team to request a credit application. Once your application has been reviewed and approved, we'll let you know which payment terms are available for your account. [WAITING FOR MORE INFO]
ORDERING
How do I place an order?
To place an order, simply log in to your distributor account, browse our products, customize your selections if applicable, and add the items to your cart. When you're ready, proceed to checkout, review your order details, and submit your order.
If your order requires custom artwork or special specifications, be sure to upload your files and include any necessary instructions during the ordering process. Once your order is received, our team will review it and contact you if any additional information is needed before production begins.
Can I place an order without artwork?
Yes. You can place an order without providing artwork if you're not ready to submit it yet. However, if you're ordering a finished product, we'll need all required artwork before production can begin.
If you plan to send your artwork later, simply let our team know. We'll hold your order until we receive the necessary files and can proceed with your proof and production.
Can I request a custom quote?
Requesting a custom quote is easy. Visit our Custom Quote page and complete the online form with your project details, including the product you're interested in, quantities, artwork (if available), and any special requirements.
Once your request is submitted, our team will review the information and prepare a personalized quote based on your specifications. If we need any additional details, we'll reach out to you before finalizing your quote.
To help us provide the most accurate pricing, please include as much information as possible; Such as dimensions, quantities, desired production timeline and any reference files or artwork.
Can I reorder a previous order?
Yes. If you're a returning customer, you can access orders from our previous ordering system through the Order History tab in your account. From there, you can review your past orders and use them as a reference when placing a reorder.
If you're a new customer using our current website, your order history is available directly from your Account Dashboard, making it easy to view and reorder eligible past purchases.
If you need assistance locating a previous order or placing a reorder, our Customer Service team is happy to help.
Can I cancel or change my order?
Yes. Orders may be canceled or modified within a limited time, provided production has not yet begun.
If you need to make a change or cancel your order, please contact our Customer Service team as soon as possible. Once production has started, changes or cancellations may no longer be possible, and charges may apply for work already completed.
Can I order just one item?
Yes. We do not have a minimum order quantity, so you're welcome to order as little as one item or as many as you need.
Whether you're ordering a single custom piece or a large production run, you'll receive the same attention to quality and craftsmanship.
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, our Customer Service team is happy to assist you.
Artwork & Personalization
What file types do you accept?
The file types we accept depend on the decoration method selected for your product.
- 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 file you have, and our team will review it and let you know if any changes are needed before production.
What printing processes do you offer?
At Acrylic Idea Factory, we offer several advanced processes to help you achieve the perfect finish for your awards, plaques, and promotional products. Each process delivers a unique look and level of detail suited to different creative needs.
Laser Engraving
Laser engraving creates a clean, precise, and elegant etching directly into the acrylic surface. This process produces a frosted, permanent mark that’s ideal for text, logos, and detailed designs. It’s the perfect choice for a classic and professional look that will never fade or peel.
AcryliPrint®HD
Our AcryliPrint®HD process brings your artwork to life with vivid, full-color digital printing directly on acrylic. With over 16 million colors available, it’s ideal for designs featuring photos, gradients, and multi-color artwork. The result is a crisp, high-definition image with exceptional color depth and clarity.
Spot UV Printing
Spot UV printing adds a pop of color to specific areas of your design, such as logos, text, or patterns; for striking color and contrast. It enhances the visual impact of your product, giving it a modern, high-end finish that catches light and attention.
Do I receive an art proof?
Yes. Unless you instruct us otherwise, you will receive a digital proof for review and approval before production begins. This gives you the opportunity to verify your artwork, text, layout, and other design details to ensure everything is correct.
If you request that your order be produced without a proof, production will begin immediately, and you assume responsibility for any errors that would have otherwise been identified during the proofing process.
Can I make changes after approving my proof?
Yes. If production has not yet begun, you may request changes after approving your proof. However, any revisions made after the initial proof approval will require a new proof, and each proof after the first is subject to an additional charge.
To help avoid delays and additional charges, we recommend carefully reviewing your proof before submitting your approval. If production has already started, changes may no longer be possible.
What happens if my artwork is low resolution?
Low-resolution artwork may appear blurry, pixelated, or unclear when printed. If your file does not meet our quality requirements, our team will contact you and may request a higher-resolution version before production can begin.
For the best results, raster artwork should be provided at 300 DPI at the final production size. If a higher-quality file is unavailable, we’ll review the artwork and let you know what options may be available.
Do you offer design assistance?
Yes. Our design team can assist with artwork creation, design work, and layout modifications.
Please note that design services are billed at a minimum charge of $80 per half hour for artwork, custom designs, or layout changes. If your project requires design assistance, our team will discuss any applicable charges with you before work begins.
Do you offer color matching?
Yes. We offer color matching whenever possible. For the most accurate results, we recommend providing a PMS (Pantone Matching System) color value, or you may send a physical color sample for us to match.
Please note that color matching is billed at $80 per half hour for artwork preparation and color matching services.
Color matching is not available for gradients, transparency effects, or metallic colors. While we strive to match your requested color as closely as possible, slight variations may occur due to the printing process and materials.
Products
What base options are available?
Base options vary by product. Most of our products that include a base are available with a Blue Mirror, Gold Mirror, or Silver Mirror base unless otherwise specified on the product page. Some products may also be offered with a Clear, Glacier Blue, Jade Green Acrylic or Solid Black Acrylic base.
For custom projects, we can often create a custom base designed to complement your artwork or overall design. If you have a specific look in mind, contact our Customer Service team, and we'll be happy to discuss your options.
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?
[NEED MORE INFO]
Are promotional products available with double-sided printing?
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.
Is gift packaging available?
[NEED MORE INFO]
Are your products always in stock?
Yes. As the manufacturer, we produce our products on demand rather than stocking limited inventory. This allows you to place orders with confidence without worrying about products being out of stock, while still enjoying custom options and consistent production quality.
For exceptionally large orders or if you need a specific quantity by a certain date, we recommend contacting our team for the most accurate production timeline and availability. Standard lead times apply to most orders.
Production & Shipping
What are your standard production times?
Our standard production time is 5–10 business days. Actual production times may vary depending on the size and complexity of your order as well as current production volume.
If you have a specific in-hand date or need your order sooner, please contact our Customer Service team to discuss available rush production options and estimated turnaround times.
Can production times change during holidays and peak seasons?
Yes. Production times may be longer during holidays, peak seasons, or periods of high order volume. While our standard production time is 5–10 business days, turnaround times can vary based on current demand.
If your order has a specific deadline or in-hand date, we recommend contacting our Customer Service team before placing your order so we can provide the most accurate production estimate and discuss any available rush options.
Can I rush an order?
Yes. Rush production is available for many products for an additional charge.
Rush orders are subject to production capacity and product availability. If you have a specific deadline or in-hand date, please contact our Customer Service team before placing your order so we can confirm availability, provide pricing, and recommend the best production schedule.
How is shipping calculated?
Shipping costs are calculated based on several factors, including the quantity of items ordered, destination, package size and weight, and whether the shipment requires palletizing or freight service.
Your shipping charges will be calculated during the quoting or checkout process whenever possible. If your order requires special packaging or freight shipping, our Customer Service team will provide the most accurate shipping estimate before your order is processed.
Do you ship internationally?
Yes. We ship to many international destinations.
Please note that customers are responsible for any customs duties, import taxes, brokerage fees, tariffs, or other international charges imposed by the destination country. These fees are not included in your order total or shipping charges and must be paid by the recipient upon delivery, if applicable.
Can I use my own shipping account?
[NEED MORE INFO]
Can I split an order into multiple shipments?
[NEED MORE INFO]
How do I track an order?
[NEED MORE INFO]
Payments & Billing
Which credit cards do you accept?
We accept most major credit cards, including Visa, Mastercard, American Express, and Discover.
We also offer additional payment options such as ACH transfers, wire transfers, checks, and approved net terms for qualified customers. If you have questions about payment methods, our Customer Service team will be happy to assist you.
Can I pay by ACH or wire transfer?
Yes. We accept ACH transfers and wire transfers for customers who meet certain qualifications.
Eligibility may depend on factors such as order value, account status, or established credit terms. If you're interested in paying by ACH or wire transfer, please contact our Customer Service team to determine whether your order qualifies and to receive payment instructions.
Do you accept checks?
Yes. We accept payment by check.
Please make checks payable to Acrylic Idea Factory and mail them to our remittance address:
Acrylic Idea Factory
Accounts Receivable
PO Box 845628
Los Angeles, CA 90084-5628
If you have any questions about paying by check or need assistance with your payment, please contact our Customer Service team.
Can I apply for Net Terms?
Yes. We offer net payment terms to qualified customers who meet our credit requirements.
If you're interested in applying, please contact our team to request a credit application. Once your application has been reviewed and approved, we'll let you know which payment terms are available for your account. [WAITING FOR MORE INFO]
How do I submit a tax exempt certificate?
You can submit your tax-exempt certificate by emailing it to our Customer Service team.
Once we receive and verify your certificate, we'll update your account accordingly. If you have any questions about the process or need assistance, please contact us, and we'll be happy to help.
Do you accept purchase orders?
[NEED MORE INFO]
Returns, Replacements & Order Issues
What if my order arrives damaged?
If your order arrives damaged, please contact our Customer Service team as soon as possible.
To help us resolve the issue quickly, please provide:
- Photos of the damaged product
- Photos of the shipping box and packaging, including any visible damage
These photos help us evaluate the damage and file a claim with the shipping carrier if necessary. Once we receive the information, we'll work with you to determine the appropriate resolution as quickly as possible.
What is your return policy?
Our return and refund policy can be found on our Refund Policy page.
Please review the complete policy here:
https://acrylicidea.myshopify.com/policies/refund-policy
If you have questions about a specific order or believe there is an issue with your product, please contact our Customer Service team, and we'll be happy to help.
What should I do if something is missing from my order?
If something is missing from your order, please contact our Customer Service team immediately.
Be sure to include your order number and let us know which item(s) are missing. Our team will review your order and shipping records and work with you to resolve the issue as quickly as possible.
