FREQUENTLY ASKED QUESTIONS
Ordering & Customization
How do I place a custom order?
Ordering is easy! Message us on our website, email orders@hoptownth.com, or visit us in person.
If you’re ordering for the first time, please review Our Services page for inspiration and reference images. Need more ideas? Just ask and we’ll gladly send additional samples.
What types of files or artwork do you accept for engraving?
To ensure sharp, detailed engraving, we recommend high-resolution PNG files or other print-quality formats.
If the artwork you provide is low resolution, we can professionally enhance it for a one-time art fee, ensuring it’s ready for engraving.
Can I bring in my own item to engrave?
Absolutely! You can bring in your own item for customization. Before engraving, we’ll assess the piece to determine whether laser engraving or diamond engraving will give the best results. If the item fits our equipment and the material is suitable, we’ll be happy to engrave it.
Do you provide design proofs before production?
Yes! Before we begin production, we supply a digital proof so you can verify spelling, review the layout, and request any final adjustments.
Can I order online or do I need to visit the store?
Our team is diligently building a full online ordering system. However, every order is unique and customized, and creating a seamless digital process takes time.
Until it’s ready, you can place an order by calling, emailing, or using the Contact Us form on our website. We’ll promptly confirm your details and keep you informed—there’s no need to visit the store unless you prefer.
Do you require a deposit for custom work?
We do require a deposit on larger custom projects. Any order over $100 needs a 50% deposit at the time the order is placed to secure materials and begin production.
Timing & Pickup/Delivery
What is your turn around time?
Please allow two weeks of lead time for production. This ensures we can complete your order with the highest quality and attention to detail.
Can I get a product customized same day?
Yes! Same-day or quick-turn custom orders are possible. A rush fee applies to any product that needs to be completed within three business days of receiving your order.
How will I know when my order is ready?
As soon as your order is complete, we’ll send you a text message confirmation, so you or your representative can pick it up at your/their convenience.
Can you ship my order, or is it pickup only?
We ship orders within the United States as well as offer in-store pickup.
What are your store hours for pickup?
Pickup is available during normal business hours: Monday–Friday, 9:00 AM–5:00 PM, and Seasonal Saturdays (September – December), 9:00 AM–12:00 PM. We are closed on Sundays.
Products & Services
What materials can you engrave (wood, metal, glass, acrylic, etc.)?
We can engrave on wood, metal, plastic, acrylic, stainless steel, glass, leather, guns, and tumblers.
Have something unique in mind? Just ask—we’ll let you know if it’s a good fit.
Do you make custom awards, medals, or plaques?
Yes—we create custom awards, medals, and plaques.
Browse our Services page to see examples of past projects. We can add your logo or use one of our stock images to match your needs.
Can you create team or corporate orders?
We can create custom pieces for teams, businesses, or large organizations, whether it’s matching awards, promotional items, or branded gifts.
Do you sell gift cards or gift certificates?
We sell gift certificates, making it easy to give a personalized gift while letting the recipient choose exactly what they want.
Pricing & Payment
How do you price custom engraving?
We have a minimum engraving charge of $15. Beyond that, pricing is based on the size of the engraving.
Is there a minimum order quantity?
No. You can place an order for a single piece or large quantities.
What payment methods do you accept?
For your convenience, we accept a variety of payment methods, including cash, personal or business checks, major credit and debit cards, and mobile wallet services.
Do you charge sales tax?
We are required to collect 6% Kentucky sales tax on applicable purchases. If your organization is tax-exempt, please present the appropriate exemption certificate when you place your order and we’ll ensure no tax is charged.
Do you offer discounts for large?
Yes! We offer discounts for large orders because we pass our case price savings onto our customers.
Design & Proofing
Can you match my brand colors or fonts?
We can match your exact brand colors and fonts to keep your project on-brand. Simply supply the font files and color codes, or let us handle the matching for you (an art fee may apply for custom color/font work).
Do you keep my design on file for future orders?
We store design files to simplify future orders. We maintain permanent files for returning customers and keep one-time project files for up to five years, so reordering or updating your design is simple.
What if I need to make changes after approving the proof?
Once proof is approved, we move straight into production. Therefore, any changes requested after approval may require us to remake the item, which can lead to additional costs or paying for BOTH processed orders.
For this reason, we ask customers to thoroughly double-check spelling, layout, and details on their proof before giving final approval.
Care & Maintenance
How should I clean engraved items?
Clean engraved items with a soft cloth, mild soap, and water. Avoid abrasive cleaners or scrubbing pads to protect the engraved surface.
Will the engraving fade over time?
Because engraving removes material to create a permanent mark, it does not normally fade.
The only exception is when an added blackening or color-fill treatment is used; those applied finishes may lighten with time or frequent use.
Policies
What is your return or exchange policy on custom items?
Due to the personalized nature of our products, returns and exchanges are not accepted once an order has been customized.
What happens if there’s a mistake on my order?
If an error occurs that should have been corrected during the proofing process, we will repair or remake the item at no additional charge.
How long do you keep unclaimed orders?
Unclaimed orders are kept for two months before they are subject to disposal or repurposing.
Do you guarantee your workmanship?
We stand behind our workmanship. If you’re not happy with the finished product, we work with the customer to ensure expectations are met.