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Index to Frequently Asked Questions
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| Lifetime Guarantee | |||
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What do you mean by a lifetime guarantee? | ||
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Gemini guarantees all of its
products for life. This means that should a letter fade, break, or
contain any defect, we will refinish or replace the defective materials at
no cost to you, as long as the letters are installed on their original
location. Keep in mind that all exterior letters will require some maintenance to retain their original luster. All plastic and metal letters should be periodically cleaned with a good dish soap and water to remove any dirt or pollutants gathered from the environment. Should the face of a metal letter get scratched, the polyurethane coating can be revitalized using a good car wax. Please note that our guarantee applies to defective material only, as described in the Gemini warranty statement. |
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| Return Policy | |||
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What is your return policy? | ||
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Most of our letter and logo
products are custom made-to-order for specific customers. As a
service to our customers, Gemini offers up to a 50% credit of the original
net price should you need to return any goods that were ordered in error,
canceled by the end user, or not needed. All you do is contact us
for an RMA (Return Material Authorization) number, and return at least one
half of the product. You are responsible for paying any freight for a return. Items such as crate charges, paint matching charges, or mounting patterns cannot be credited. For orders over $1000, we will have to determine a credit based on the product type and dollar value. Stocking items such as hardware can be returned for full credit. Contact us to request an RMA number and return the product in it's original packaging for a full credit. If the original letters are damaged or scratched, a 50% credit will be issued. Gemini attempts to recycle any returned defective material or uses them as samples for other customers. |
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| Custom Art | |||
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What art files can I send for quotations or orders? | ||
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We can accept Casmate-SCV,
inspire.SCI, SignLab-EPS, Corel II or lower-CDR, Gerber Graphic Advantage-PLT
(v. 6.21.5), Flex Sign-.fs, or any vectorized EPS file. We can also
convert Mac EPS files. Please be sure to convert to "curves" or "paths" before sending. You can also compress your files for faster email sending by using either Pkware, Winzip, or Mac "Stuffit". These files can be sent to sales@letterandlogosource.com |
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What is clean art? | ||
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Clean art is defined as any vectorized art file of custom letters or logos that has used a minimum number of control points, while still retaining the integrity of the style or design. | ||
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How or when do art charges apply? | ||
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If the art we receive
requires no clean-up, we will not add an art charge to your order.
If art needs to be cleaned, your quoted art fee per unique letter or logo
will apply. If the art is fairly clean, requiring minimal clean-up, we will reduce the quoted art fee. |
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| Patterns | |||
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Can I order mounting or installation patterns? | ||
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Patterns must be ordered and normally cost $0.25 per upright inch in letter height with a $3.00 maximum cost per letter. All stud mounted letters or combination mounted letters will require some type of drilling template to install. | ||
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Why are patterns difficult to make for your exact application? | ||
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Easy installation requires careful considerations of many options. Issues such as available space, visible restrictions, building obstructions, and artistic interpretation play a part in determining the best layout for your letters. In order to space a mounting pattern, a detailed drawing is needed. Spacing or kerning of letters is an art. No two patterns will match due to this consideration. | ||
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Can I return a pattern for credit? | ||
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Mounting patterns, like
letters, are custom made to your specifications. If you have a
problem with a pattern, please cal us to discuss available options.
In order to make a new pattern, you will need to return the letters as
well as the mounting pattern. If a pattern is spaced or spelled
incorrectly, contact us to evaluate your situation. Please note that most letter installations will require some adjustments to letters once the holes are drilled - even with a perfectly punched mounting pattern. |
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What is the difference between a spacing tape and mounting pattern? | ||
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Spacing tapes are used to roughly show proper spacing for pad mounting letters. Mounting patterns have exact hole locations punched in kraft paper to provide a guide for drilling holes. | ||
| Pricing | |||
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How do I obtain a quote for my project? | ||
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Contact us by email or via our online "Request A Quote" form. | ||
| Letter Specifications | |||
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What size letters will fit in a given area? | ||
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The best way to estimate a line length is to contact us for assistance. We have a letter sizing chart available to use as a guideline. | ||
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Why are "O"s, "S"s, and other curved letters made larger than square letters like "E" and "H"? | ||
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Perception. The human eye perceives curved letters or shapes to be smaller than square letters or shapes | ||
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What is meant by the Stoke, Width, Height, and Depth of a letter? | ||
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| Lead Times | |||
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How long does it take to get my order? | ||
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Lead time, or the number of days needed for production vary by letter product. Generally, Formed Plastic letters take around 2-3 days to make, Injection Molded around 1 day, and Cast Cut Metal around 10 days. Please contact us to discuss any specific lead time questions you may have. | ||
| Shipping | |||
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How will my order be delivered? | ||
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Most orders are shipped via
UPS or FedEx ground, FOB Gemini unless otherwise requested by you.
You pay the freight on your order so it is your option to ship via air
freight if your order is needed as soon as possible. Many overnight, 2-day, and 3-day options are available. Larger letters over 30" may have to be shipped via truck freight. These orders will ship freight collect with a carrier of your choice. |
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| Recycling | |||
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Does Gemini and Letter & Logo Source use recycled materials? | ||
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Gemini recycles all excess
material and trim generated during the manufacturing process to hold down
prices. Examples of how Gemini recycles: C.A.B. - Cellulose Acetate Butyrate Cast Aluminum Alloy 319 Acrylic Plastic Letters |
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