CustomadeCoins.com Guarantees, Terms and Conditions
CustomadeCoins.com was founded on a strong belief that our customers are the reason for our
success.
We back each and every Challenge Coin order with outstanding customer service practices, and our
100% quality guarantee. Each Challenge Coin order is created through a team effort. You are a very
important part of our team.
We rely on you for vital information in order to produce the specific Challenge Coins you want,
while we are working together, we each have responsibilities. For your convenience, we have
included these responsibilities below. Please take a moment to read them. These are the terms and
conditions of our sales.
Feel free to contact us if you have any questions.
CustomadeCoins.com is responsible for:
Standing behind our products 100%. CustomadeCoins.com backs each and every order with our 100%
Quality Guarantee. We will replace (at no additional charge to you) any Challenge Coin that is
found to have defects in materials or workmanship.
Giving you accurate information. Prior to starting production, you will receive a digital proof of
your Challenge Coins via email. This proof is a digital representation of the final product. This
is to allow you to make any necessary changes or corrections prior to starting production.
Confirming your order. Prior to production of your Challenge Coins, you will receive an order
confirmation notice via email. This notification will contain specifications of your order
including type, size, quantity, colors, and approximate delivery date.
Photographic Production Sample Image. By request we can email you a photograph of one of your first
run production items for your review. This process interrupts the production run while we await
your approval of the photo sample. The fee for this service is $ 50.00. This service does not
entitle you to make changes to your design (other than capturing an error not depicted on the
approved proof) as we have already created your tooling and started your production run. We offer
this service as an optional final measure of checking your item for correctness.
Mold & Template Storage:
We keep your molds and templates on file and in our warehouse for up to 12 months in anticipation
of re-orders.
Producing your order correctly & on time. Once we have obtained your approval on both the digital
proof and the order confirmation, we will produce your items within 10 days. The following are
exceptions to our
(10) day production promise:
1. FACTORY CLOSURES – Some of our products are manufactured in Southeast Asia and this region has
several holiday periods throughout the year. One of these holiday periods is known as Chinese New
Year (CNY) and it lasts approximately 10 days and impacts our production schedules. CNY starts and
ends on different days each year. WE WILL DO EVERYTHING WITHIN OUR POWER TO DELIVER YOUR ORDER IN
A TIMELY MANNER BUT, PLEASE NOTE THAT DURING THE TIME PERIOD COVERING THE CHINESE NEW YEAR HOLIDAY
FESTIVAL WHICH TYPICALLY SPANS A 10 DAY PERIOD IN LATE JANUARY OR EARLY FEBRUARY, WE
T RESPONSIBLE FOR DELIVERY DELAYS.
2. QUANTITY OF ITEMS – As your quantity increases, so does the time it takes to produce your order.
Here is a guide to help you determine your production time. Please note that these are approximate
production times and could change due to product specifications, materials, and design complexity;
QUANTITY <1000 5000 5000-10000 10000–25000 >25000
PRODUCTION DAYS 10 14 18 25 As Quoted
3. PEAK PERIODS – WE WILL DO EVERYTHING WITHIN OUR POWER TO DELIVER YOUR ORDER IN A TIMELY MANNER
BUT, PLEASE NOTE THAT DURING THE PEAK PERIOD FOR ORDERING THAT STARTS JUNE 1ST AND ENDS AUGUST
31ST OF EACH CALENDAR YEAR, WE MAKE NO GUARANTEE OF DELIVERY DATE OF ANY CUSTOM CHALLENGE COIN
ORDER. IT IS YOUR RESPONSIBILITY TO ORDER YOUR COINS IN A TIMELY MANNER TO AVOID ANY POSSIBLE DELAY
DUE TO CIRCUMSTANCES BEYOND THE CONTROL OF THE EMPLOYEES OF THE COMPANY AND/OR ITS MANUFACTURERS
AND AFFILIATES. FURTHERMORE, WE REMINDS YOU THAT ONCE YOUR ORDER IS PLACED, IT CANNOT BE CANCELLED
FOR ANY REASON, AND THAT OUR PRODUCTION TIME GUARANTEE IS NOT APPLICABLE DURING THE “PEAK” PERIOD
OF CHALLENGE COIN ORDERING AS STATED ABOVE. FINALLY, THE COMPANY MAKES NO DELIVERY GUARANTEE EITHER
VERBALLY OR IN WRITING FOR ANY COINS ORDERED WITHIN THE TIME PERIOD STATED ABOVE. Your order will
then be shipped via FedEx Priority International Service or UPS International Expedited Air
Freight, or other Air Delivery service providers (at no additional cost to you) directly to the
address you specify.
Definition of Manufacturing Defect: We are proud of the products we produce and manufacturing
defects are extremely rare. For that reason we stand behind our manufacturing processes and offer
you a 100% Guarantee against defects in Manufacturing Quality. Listed here for your review are
covered manufacturing defects as well as NON covered defects;
Covered:
1. Incorrect size, shape, mold and edging from the approved proof
2. Incorrect PMS color that differs from the approved proof
3. Plating/Finishing Defects NON Covered:
1. Grammar/text/image errors including those that may have existed on the approved proof
2. Readability of small text and details that were clearly depicted on the approved proof
3. Your misconception of a color, as examples; Kelly Green, Teal, Royal Blue
4. Your misconception of actual size of the product. Product measured from widest points.
In the unlikely event of a manufacturing defect, we will remanufacture and deliver you a complete
new order. Keep in mind though that we do not offer refunds on custom made products. You understand
and agree that your timeline is not a valid reason to request a refund due to a manufacturing
defect.
Listening to you! We want this to be the best experience you have ever had when it comes to custom
Challenge Coins! If you have concerns, constructive criticism, or compliments, we’d love to hear
from you. Phone us toll free at our number on the website or contact us via email at
Sales@CustomadeCoins.com
You are responsible for:
Legal Ownership of any and all logos, trademarks and copyrights. By submitting your design to
CustomadeCoins.com, warrant that you have the legal right to reproduce (or have reproduced) any
logos or other images associated with your order. You also certify that the production of any
images you submit does not infringe on any other company’s rights.
Giving due attention to the proof provided. Once you receive the digital proof of your Challenge
Coins, review it in detail. Please give special attention to: the design, the grammar, and the
colors. Once you have made any necessary changes to your proof, return it to us via email. This is
your signal to us that everything has been approved.
NOTE: We use the Pantone PMS color matching system. Because all computer monitors do not display
colors in the same way, it is important that you indicate your color choices using Pantone PMS
numbers. For additional information, visit Pantone site at www.pantone.com. PMS color books are
also available at most art supply stores and some libraries. All PMS numbers will be listed on the
bottom of your proof so that you can verify them easily.
Review the details of your order confirmation. After your proof has been returned to us, you will
receive an order confirmation. Again…Please review the information carefully. If all the
information is correct, return it to us and we will begin the production process. NOTE: Once an
order has been approved and confirmed it may not be canceled for any reason with the following
exception; Should you require a cancellation of your order within 12 hours of your order being
placed we will stop production and issue a credit on a case by case basis AND any refund offered
will be less a 35% restocking/tooling fee. This fee is non-negotiable as we begin the tooling
process of your order almost immediately upon your approval and this fee covers our tooling and set
up costs. To take advantage of our 12 hour cancellation window you must send us a timestamped email
requesting cancellation. No other form of notification is accepted.
Providing correct shipping information. Your order will be produced and shipped within 10 days with
the exception of our “Peak Periods” as listed above. We are not responsible for delays in shipping
caused by inaccurate address information, Acts of GOD including weather delays, War, Terrorism,
U.S. Customs procedures, the misrouting of your package by the shipping company, or undeliverable
shipping addresses. Should a circumstance arise that prohibits you from being available at the
shipping address you provided, it is your responsibility to contact us and provide correct and
current delivery information. You may be charged for any re-routing of your package.
Your Custom Coins may be delivered using the “signature required” method. This means that when
FedEx or UPS brings your overnight delivery someone will have to sign for it. If no-one is
available, a signature tag will be left at the delivery location and can be signed so that the
package can be left on the next delivery attempt. This method insures that packages are delivered
securely. In the event that (3) delivery attempts are made and no-one can sign for the package or
leave the signed delivery tag, the package will be sent back to the factory. If this occurs, you
will be charged for return shipping and then again for shipping of the package back to you for
another delivery attempt.
CustomadeCoins.com assumes that you have thoroughly checked the contents of your order immediately
upon delivery. Any defects found in products after 3 days from date of delivery receipt will NOT be
accepted for remanufacture or other forms of consideration. Please check your products when you
receive them and inform us immediately in the unlikely event of discrepancies or defects. All
orders subject to industry standard 5% overrun/underrun quantities. This amount represents a
completed order.
Mold Recycling Fee: When you place your order we do not charge you for a mold that we create based
upon your design criteria. Challenge Coin molds are made from Copper, Brass and Steel and these
raw materials have a cost. We will keep the mold created for your design in our factory inventory
for 12 months after the date of your purchase in case you wish to place a re-order. Should you not
reorder your Challenge Coins during the next 12 months, we will recycle your mold which will save
space in our warehouse and help fulfill our commitment to the environment by reusing existing
natural resources. The fee for recycling your mold is
$29.00.
In the event of a discrepancy found on the item upon delivery, it is the sole discretion of the
company to decide
if a discrepancy exists and if so, a course of action to remedy the discrepancy. If you have a
discrepancy with your order you must contact your sales associate immediately by email and forward
clear and concise digital images of the discrepancy on the item and most likely the company will
request a sample sent to us in the mail. In most cases, should the delivered coin closely match the
approved art proof, the company will not re- manufacture the coin. Specifically, the term “closely
match” includes but is not limited to; size, edging, customer approved colors, plating color, metal
texture, 3D effect, lost small details due to manufacturing limitations, spelling errors on
approved proofs, font errors due to manufacturing limitations, and protective coating effects on
underlying colors.
Legal Details:
All orders are final. Due to the custom nature of the Challenge Coins we manufacture, all sales are
final.
Your products are manufactured expressly for you using expensive raw materials that cannot be
re-used. Your items cannot be restocked and/or sold to someone else at a later date. With this
said, YOU UNDERSTAND CLEARLY AND AGREE that once an order has been placed, it may not be canceled
for ANY reason. CustomadeCoins.com does not issue refunds. As mentioned previously, we will replace
any Challenge Coins that contain defects in materials or workmanship.
In the event that a legal dispute arises, it is agreed that the venue for such a dispute is Union
County Georgia, USA. Should the dispute pertain to the illegal use of copyright or trademark
infringements, you agree to defend the claim at your sole expenses. You agree to pay any damage and
costs assessed against CustomadeCoins.com as a result of such a lawsuit or proceeding. You also
agree to hold CustomadeCoins.com harmless in such a lawsuit or proceeding.
All Challenge Coins displayed on this website containing corporate logos or registered trademarks
are shown only to illustrate the reproduction capabilities of CustomadeCoins.com. Purchase of
merchandise from CustomadeCoins.com in no way, shape or form grant you permission to reproduce
logos, nor does it transfer, grant or lease ownership of any logos or trademarks to you.
By giving us permission to create your custom promotional item you are giving us permission to
display an image on this website at our discretion. You can opt out of allowing us to display your
image by informing us at the time of placing your order or anytime thereafter.
We look forward to working with you, now and in the future!
