Frequently Asked Questions

Find answers about choosing, personalizing, ordering, and receiving your Altrum award or deal toy.

Can't find what you're looking for? Contact our team and we'll be happy to help.

 

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Ordering & Pricing

Production, Shipping & Delivery

Customizing Your Design

Accounts, Saved Designs & Reordering

Products, Materials & Design Options

Product Details & Policies

Ordering & Pricing

How do I place an order?

Choose a product, select your preferred size or variation, and click Customize. Add your text, logos, images, and colors, preview the finished design, then add it to your cart and check out online.

There's no need to request a quote or have graphic design experience.

Visit our How to Order guide for a complete walkthrough.

Do I need to request a quote?

No. Pricing is displayed directly on every product. You can personalize your design and place your order online without waiting for a quote or sales call.

Is there a minimum order quantity?

No. You can order a single award or deal toy, a small group for selected recipients, or a larger set for your entire team or recognition program.

Are there setup or artwork fees?

No. The online store does not charge a separate setup fee or standard artwork fee.

The product price includes the personalized piece and the standard production work required to create it, including artwork preparation when needed.

What is included in the product price?

The product price covers more than the raw material. It includes the personalized award or deal toy, printing or engraving, standard artwork preparation, factory setup, finishing, quality control, customer support, and protective packaging.

Shipping and applicable taxes are additional.

Learn more about what goes into the cost of an award or deal toy.

What payment methods do you accept?

Available payment methods are displayed at checkout. These may vary depending on your country, currency, and device.

Can I change or cancel my order?

Contact us as soon as possible if you need to make a change or cancel an order.

Cancellation may only be possible if production has not started. Once production begins, an order cannot be changed or cancelled because every piece is personalized and made to order.

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Production, Shipping & Delivery

How long does production take?

Most online-store products require 5–10 business days for production, beginning once your artwork is confirmed as print-ready.

The estimated production timeline is also shown on the individual product page. Some products or production techniques may require additional time, so always review the timeline before ordering.

Is shipping time included in the production timeline?

No. Production and shipping are separate.

The production timeline covers the time required to prepare and manufacture your order. Shipping transit time begins after production is complete and varies by destination and delivery service.

How can I estimate my delivery date?

Add the estimated production time shown on the product page to the shipping time provided at checkout.

For example, if a product requires 5–10 business days for production, shipping time must be added afterward. Weekends and public holidays are not included in business-day estimates.

Carrier delivery dates are estimates and may be affected by weather, customs, or other circumstances outside our control.

I'm ordering for an event. What should I know?

Plan backward from your event date and allow time for:

  • Artwork corrections, if required
  • Production
  • Shipping
  • Customs clearance for international orders
  • Weekends and public holidays
  • A little extra buffer for unexpected delays

Read our guide to ordering an award or deal toy on a tight deadline.

Can I rush my order?

The fastest available path depends on the product, artwork, destination, and time remaining before your event.

Choose a simple, print-only product with a short production timeline and avoid complex construction, multiple materials, or embedments. Contact our team before ordering if you're unsure whether your required date is achievable.

Rush production or expedited shipping may not be available for every product or destination.

Where are orders produced and shipped from?

Online-store orders are produced in Altrum's Canadian manufacturing facility and shipped from Canada.

The same experienced production team manufactures our online-store products alongside Altrum's fully custom awards and deal toys.

How is shipping calculated?

Shipping is based on the size and weight of the order, delivery destination, and selected service level. Available shipping options and estimated costs are displayed at checkout.

Larger and heavier pieces generally cost more to ship, while delivery to remote or rural locations may require additional transit time.

Will I have to pay duties or customs fees?

Orders shipped outside Canada may be subject to customs duties, import taxes, or brokerage fees. These charges vary by destination and order value and are the customer's responsibility. Shipping, applicable taxes, and duties are not included in the product price.

US customers please note: Any applicable U.S. tariff surcharge will be included in the taxable subtotal of your invoice. If the final tariff amount is lower than the amount charged, the difference will be refunded.

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Customizing Your Design

Do I need graphic design experience?

No. Every product begins with a professionally designed, production-ready template.

You can replace the placeholder content with your own text, logos, images, and colors while previewing the design as you work. The available tools and editable areas may vary by product.

What can I customize?

Depending on the product, you may be able to:

  • Edit or add text
  • Upload logos, photographs, and graphics
  • Change fonts and colors
  • Add built-in images, clipart, or shapes
  • Move, resize, and rotate design elements
  • Personalize multiple print areas
  • Preview the finished piece in 2D or 3D

How do I know where my design will be printed?

The customization tool shows the available print area for each side of the product.

Keep important text, logos, and images within this area. The tool may display a warning if an element extends outside the printable space.

Some products have multiple customizable areas, such as the front, back, top, or base. Review every available side before ordering.

What file format should I use for my logo?

Vector files provide the best print quality because they can be resized without losing sharpness.

Preferred formats include SVG, EPS, AI, and vector PDF.

If you only have a JPG or PNG, upload the highest-resolution version available. Raster artwork should be at least 300 DPI at its final printed size.

Avoid using images copied from websites, screenshots, or email signatures, as these are often too small for professional printing.

What does a low-resolution warning mean?

The uploaded image may not contain enough detail to print clearly at its current size.

Try uploading a higher-resolution file, replacing it with vector artwork, or reducing its size within the design. Ignoring the warning may result in a blurred or pixelated image and could delay production if the artwork needs correction.

Why might the printed colors look different from my screen?

Screens display color using RGB light, while our printers reproduce color using CMYK inks.

Some RGB and Pantone colors cannot be reproduced exactly in CMYK, so slight variations are normal. Screen brightness, device settings, printing method, and the color or finish of the material can also affect how the finished product appears.

How do I preview my design?

The customization tool provides a flat view of the available print areas as you work.

Depending on the product, you may also be able to:

  • View the personalized piece in 3D
  • Rotate it to inspect different sides
  • Use augmented reality on a compatible phone or tablet
  • Generate a PDF showing flat views of the complete design
  • Share a design link or preview with someone else

Will Altrum check my artwork before production?

We review submitted files for print readiness and may contact you if an artwork issue prevents the order from moving into production.

However, you are responsible for checking the content of your design, including spelling, names, dates, transaction values, logos, and layout. Review every print area carefully before adding the product to your cart.

The production timeline begins once the artwork is confirmed as print-ready.

Read our guide to common design mistakes and how to avoid them.

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Accounts, Saved Designs & Reordering

Do I need an account to place an order?

You can explore products and begin customizing without an account, but we recommend logging in before saving or ordering.

Using an account makes it easier to access saved designs, connect orders to the correct profile, and receive account support.

For business orders, use your work email address consistently so your order history and support can be connected to the correct customer and organization.

How do I save a design?

Log into your account, then:

  1. Select the Save icon in the bottom-right corner of the customization tool, directly above Add to Cart.
  2. Give your design a clear, recognizable name.
  3. Select Save again to confirm.

Can I use a saved design on another product or variation?

Yes. Saved designs are not limited to the original product or variation.

You can apply a saved design to another product, color, shape, or size. However, print areas and proportions vary, so you may need to adjust the position and scale of the design elements before ordering.

Always review every print area after applying a saved design to a different product.

How do I reorder a previous design?

Open the customization tool and select My Saved Designs. Choose the design you want to reuse, make any necessary changes, and add the updated product to your cart.

You can change names, dates, achievements, transaction details, and other information before reordering.

Can I share my design for approval?

Yes. Use Share Design to send the personalized design to a colleague, client, manager, or approver.

You can also generate a PDF with flat views of the artwork. This is useful for reviewing spelling, logos, positioning, and other details before ordering.

Depending on the sharing option, the recipient may also be able to continue customizing the design or place an order.

What should I do if I can't find a saved design?

First, confirm that you're logged into the account associated with the email address used to save the design. Then open the customization tool and check My Saved Designs.

If it still doesn't appear, contact support@altrum.com and include:

  • The email address associated with your account
  • The approximate date the design was saved
  • The product or design name, if known

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Products, Materials & Design Options

What is the difference between the online store and altrum.com?

The online store offers a curated collection of professionally designed, production-ready products that you personalize and order online.

It is best suited to customers who want:

  • Upfront pricing
  • No minimum order
  • No setup fee
  • A shorter production timeline
  • Online personalization
  • A proven design without starting from scratch

Read: Which Option Is Right for Your Project?

What materials are available?

Our online collection includes products made from acrylic and Lucite, crystal and glass, wood, and metal.

Each material provides a different look, weight, character, and price point. Product pages include material, size, and production information to help you compare options.

How do I choose the right size?

Start by considering where the piece will be displayed and how it will be presented.

Altrum products are grouped into three size families:

  • Desk: Under 5 inches
  • Display: Over 5 inches and under 9 inches
  • Statement: Over 9 inches

Read our guide to choosing the right size.

Can I order a fully custom design?

Yes. If you need an entirely original concept, specialized materials, custom engineering, or white-glove project management, visit altrum.com to begin a custom design project.

If you've found a curated design you love and simply want to personalize it, the online store is the fastest and simplest path.

What is a Private Collection?

A Private Collection is a secure, company-specific collection of pre-approved products and templates.

It can include your organization's logos, fonts, brand assets, approved messaging, preferred designs, and organization-specific pricing where applicable.

Private Collections are best suited to organizations with frequent orders, multiple buyers or departments, and a need for consistent branding and easier procurement.

Do I need a Private Collection to reorder designs?

Not necessarily.

If you're an individual or occasional repeat customer, Saved Designs provide an easy way to reuse and update previous work.

A Private Collection is more appropriate when repeat ordering becomes a shared organizational process involving multiple people, departments, or approval requirements.

Learn more about Private Collections.

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Product Details & Policies

Why might the finished size vary slightly?

Every piece is handcrafted and individually finished. Polishing and other artisanal processes can result in slight variations of approximately ±1/8 inch.

These small differences are a normal characteristic of the manufacturing process.

Can personalized products be returned?

Because every product is personalized and made to order, standard returns may not apply.

Review the current Cancellation, Returns and Refund Policy before ordering. If your order arrives damaged or does not match the approved design, contact our support team promptly with your order details and photographs.

How should I care for my award or deal toy?

Use a clean, soft microfiber cloth and avoid abrasive cleaners.

Care requirements vary by material:

  • Keep wood away from excessive moisture and prolonged direct sunlight.
  • Handle polished metal carefully to minimize fingerprints.
  • Clean acrylic, crystal, and glass gently to avoid scratching.
  • Lift heavier pieces from the base rather than decorative components.

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Still Have Questions?

Visit our How to Order guide for a complete walkthrough of choosing, personalizing, and ordering your product.

For assistance with a product, artwork, saved design, or existing order, contact our team directly.

  • How to Order
  • How to Use the Customization Tool
  • Contact Us

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