FREQUENTLY ASKED QUESTIONS

How do I order?
What is the turnaround time?
Can I use more than one photograph?
What type of photograph works best?
How do I send my photo?
Will I receive an engraving proof before you begin work?
How do I submit my artwork?
How much text can I have engraved?
What are my font choices?
What frame styles and mat colors do you offer?
Do you share my email address and/or other personal information with others?
What forms of payment do you accept?
Do you charge sales tax?
How can I check the status of my order?
How will my order be shipped?
How much does shipping cost?
Do you offer shipping insurance?
Do you ship to P.O. Boxes?
When will my credit card be charged?
Do you have a showroom?
How do you engrave on glass?

How do I order?

Our HOW TO ORDER page provides information about our easy step-by-step ordering process.

What is the turnaround time?

When final approval of the engraving proof(s) is given, we will begin production and your project will be completed and shipped in 7-10 business days.

Can I use more than one photograph?

Our custom framed product prices include the mounting of one photograph. Additional photographs may be incorporated into the design layout of your project, for a charge of $25.00 per additional photograph.

What type of photograph works best?

While we can work with odd sized photographs, our products are designed to work best with standard size photos in 4” x 6”, 5” x 7”, 6” x 8”, 7” x 9”, 8” x 10” and 11" x 14" sizes.  As we strive to create heirloom pieces that stand the test of time, the best results will be obtained when your photograph is printed on acid-free paper, with archival quality ink.  Your photographer or printer will be able to assist you.

How do I send my photo?

We recommend that photographs be sent in a Priority Mail envelope to our mailing address: Masterpiece Heirlooms, P.O. Box 58628, Raleigh, NC 27658.

Will I receive an engraving proof before you begin work?

Yes.  When we receive your engraving information, we will prepare an engraving proof for each item ordered, which will be emailed to you in .PDF format.  You will be asked to review the proof(s) and reply back with changes or corrections.  We will email revisions proof for your review.  When you are satisfied with the engraving layout and we receive your final approval via email or in writing, we will commence work on your project. We will never begin production without your final approval of the engraving proof(s).

How do I submit my artwork?

Artwork for engraving, such as corporate logos, may be sent via email.  It should be “camera ready”, high resolution (300 dpi or better), all black and white art if possible.  We prefer Adobe Illustrator .eps files (vector files), however we can also work with .tif, .bmp, .pdf, and .jpg file types.  We understand that in some cases, artwork may simply not be available in high resolution or too valuable to send.  For example, if you are sending your baby’s footprints to be engraved, the image may be faded or on a document you would rather not send in the mail.  Not a problem.  Simply make a good black and white scan or photocopy and send to us via email or U.S. mail.

   
How much text can I have engraved?

Our goal is to engrave exactly what you would like engraved and we try not to put limits on the amount of text you submit.  Occasionally, there may be cases where extremely long sections of text, such as poems, stories, verses, etc., may require extra typesetting time, or simply may not fit in the engraving area.  We will do our best to accommodate all engraving requests. However, if the text you submit exceeds 400 characters, there may be an additional set-up charge to cover the additional layout time required.  We will always discuss this with you before we begin the layout process.  To get an idea of what is considered standard engraving, view our sample photos in any product category.

What are my font choices?

We offer many traditional and contemporary fonts from which to choose in serif, sans serif, block and script styles.  Please click here to view our font selections.

What frames styles and mat colors do you offer?

Click here to view our mat colors, frame styles and pricing, or click here to download a pdf.

Do you share my email address and/or other personal information with others?

No.  Masterpiece Heirlooms is committed to customer confidentiality.  Unless required by law, we will never sell, share, rent or distribute your private information.

What forms of payment do you accept?

We accept Visa, MasterCard, Discover and American Express.  Sorry, we do not accept personal checks or ship C.O.D.

Do you charge sales tax?

North Carolina Sales Tax will be added for North Carolina residents.  Out of state customers are tax-exempt.

How can I check the status of my order?

Please feel free to call or email us if you have any questions about your order or our procucts.

How will my order be shipped?

Our products are shipped by United Parcel Service, Federal Express, or U.S. Postal Service.  We choose the most economical shipping method, based on the package size and destination.  Upon request, expedited service can be arranged.  All shipping charges will be quoted prior to shipment.  After your project has shipped, you will receive the tracking information via email.

How much does shipping cost?

Shipping costs are calculated based on your location, type of service requested and the size/weight of the box being shipped.  We will quote the shipping costs after your order has been placed.  We do not “mark up” freight costs.

Do you offer shipping insurance?

All of our shipped products are insured for full replacement value. If damage occurs during shipping, you must inform Masterpiece Heirlooms within 3 business days of receipt of merchandise.  Keep all original packaging and shipping box for inspection by the carrier.   Important: we are not liable to replace any damaged item if you do not have the original shipping box/packing materials, as this will void the shipping insurance.  Verified damaged items will be replaced at no charge.

Do you ship to P.O. Boxes?

Yes, we can ship to P.O. Boxes, if using U.S. Postal Service.  Both United Parcel Service and Federal Express require a physical address for shipments.

When will my credit card be charged?

Payment is due upon your final approval of the project engraving proof(s).  Your credit card will be charged at that time. A copy of your paid invoice will be emailed to you upon completion of the project.

Do you have a showroom?

Yes.  Our showroom is located in Raleigh, North Carolina and is available to visitors by appointment only.  Please feel free to call us to arrange a time to visit.

How do you engrave on glass?

Our glass engraving process is called sand carving.  Also known as sand blasting, it is the method we use to delicately engrave the glass in our products.  This method is widely regarded as the superior method of permanently engraving glass and is renowned for producing stunningly beautiful and detailed results.  Sand carving is accomplished by directing a fine stream of abrasive material projected with compressed air, to permanently engrave glass, crystal, stone and other materials.  Other engraving methods, such as laser engraving and acid etching only mark the surface of the glass.  Sand carving creates real depth and dimension and appears clean and sharp.  Sand carving is still done, as it has been for over 100 years, completely by hand.

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©2007 Masterpiece Heirlooms, LLC All Rights Reserved. Masterpiece Heirlooms™ is a registered service mark of Masterpiece Heirlooms, LLC. All logos and registered trademarks pictured as engraving samples are the property of their respective owners. Use on photographed samples is intended to demonstrate the type and quality of the work we do.  No endorsement of any product, publication or company is implied in any case.