Frequently Asked Questions
Please read our FAQ before sending us a message.
(Revised May 23, 2023)
We offer flat shipping table rates as follows:
Based on cart total. (lower 48)
- $0 – 49.99 = $9.99
- $50 – 99.99 = $14.99
- $100 – $149.99 = $19.99
- $150 – $249.99 = $24.99
- $250 – $499.99 = $29.99
- $500+ = $34.99
Due to increased cost – HI, AK, PR – $34.99 flat rate for all orders.
Free shipping promos exclude HI, AK, PR.
Need it rushed? Expedited options are available at checkout.
Selecting expedited shipping will also rush your order processing as needed.
Catalog orders cannot be rushed.
Shadow Box orders cannot be rushed.
Orders received after 2pm EST. are processed next business day.
We accept most major credit cards.
Orders are generally processed within 1-2 business days. Typical standard delivery times are as follows.
- In-stock Items: 2-5 business days
- Personalized Items: (Awards, etc.): 7-10 business days from art approval.
- Catalog Items: Times vary, avg. 4-6 weeks
Standard ground transit times vary depending on your location (in-stock orders originate from our Richmond, VA fulfillment center.)
You may select an expedited flat rate for faster delivery. (excludes catalog)
Production and handling can not be rushed on Shadow Box Awards.
Please note you may expect extended delivery times during holidays and Government year end. (July – Sept)
Why use industry best encryption with our networks and our facilities are restricted to authorized and vetted employees only. We do not retain any payment information for added security.
Your order is processed by an in-house team of full-time and vetted fulfillment associates to ensure quality and timely delivery. In-stock orders are packed and shipped usually within 1 to 2 business days.
Please see the other shipping and delivery FAQs for more.
You will receive an order confirmation immediately when you order is placed to the email used at checkout. This serves as your receipt and invoice. (check your spam folder)
Shipping confirmation and tracking comes from UPS.
If you’re not 100% satisfied with your order, please let us know and will try to make it right.
Generally, new, unused, and unopened items are returnable for a refund, minus shipping costs, within 30 days. Start your return by calling or emailing customer service. Please reference your order number.
If you have a problem with your carrier or package damage, please address that with your carrier’s customer service.
Other Issues? Contact Shop Support
Customer support is available MON – FRI (09:00 – 17:00) at the number in the top bar of this website.