eSnacko Order Frequently Asked Questions

All our products are manufactured by the best artisans of the world. We stand behind all of our products with our 100% customer satisfaction guarantee. If you are not thrilled with the results... we will make it right, guaranteed.

What are your minimum quantities?

Patches	100 per design
Pencil Patches	50 per design
Challenge Coins	100 per design
Zap Stickers	250 singles or collage sheets
Key Flags	100 pieces
T-Shirts	24 per imprint location
Ceramic Mugs	12 per order of any style
Lanyards	100 pieces

Can I order less than the minimum order quantity?

Yes, we are able to make exceptions on some of our products, which will incur a higher price.

Can I place an order by phone?

Yes you can, please call us toll free at 888-376-2256. You can also fax to the same number.

Can I place an order by email?

Absolutely, please email us the details of your order to sales@esnacko.com.

What are the production times for your products?

Your estimated production timeline starts once the artwork is approved and does not include shipping transit time to the delivered location.

Zap stickers	7 - 10 days
Custom T-shirts	7 - 10 days
Patches	3 weeks
Pencil Patches	3 weeks
Key Flags	3 weeks
Challenge Coins	3 - 4 weeks
Lanyards	3 - 4 weeks
Ceramic Mugs	6 weeks

Where are your products manufactured?
Our exceptionally high quality products are manufactured by skilled artisans throughout the world. We are very selective with our choice of vendors to ensure only the best quality. We are proud to say that our zap stickers, ceramic mugs, and apparel are all Made in the USA.

What is your return policy?
If you are not completely thrilled with your order, we will remake your order or refund your payment with our 100% Customer Satisfaction Guarantee.

What is your cancellation policy?
All of our products are customized and made to order. Once production has started, we will not be able to cancel your order.

Does eSnacko.com have a retail location?
We are a virtual e-commerce company, which allows us to pass the savings to you. Here is our corporate address and toll free phone number.
          eSnacko.com, Inc.
          221 N Hogan St, Ste 369
          Jacksonville, FL 32202
          Phone/FAX: 888-376-2256
        sales@esnacko.com

Billing

What forms of payment do you accept?

Major credit cards: Visa, MasterCard, American Express, Discover Card

Government Purchase Cards (GPC)

PayPal

Personal Checks, Cashier Checks and Money Orders

Purchase Orders from government agencies and corporations

What do you do with customer's credit card information?
We adhere to the Payment Card Industry Data Security Standard (PCI DSS) designed to ensure that credit card information is maintained in a secure environment. Our rigorous compliance and Secure Socket Layer (SSL) technology provides you 100% protection for your online purchases.

I don’t feel comfortable entering my information over the internet. Do you have any other payment options?
Our website is PCI compliant making it 100% safe for making your online payment. However, if you are still uncomfortable with making payment over the internet, that is understandable. Please feel free to choose “Check by Mail” or give us a phone call.

Why can't I place my order and have you bill me after delivery?
Because our products are custom made just for you, we require pre-payment for all orders that are not paid with the Government Purchase Card or a purchase order with accepted terms.

I don’t feel comfortable giving out my information over the internet. What other payment options are available?
Our website uses Secure Socket Layer (SSL) technology and is PCI compliant making it 100% safe for making your online payment. However, if you are still uncomfortable with making payment over the internet, that is understandable. Please feel free to choose “Check by Mail” or give us a call.

Do you charge Sales Tax on purchases?
eSnacko.com, Inc. is located in Duval County in the State of Florida. State law requires that we charge a 7% sales tax on all orders shipped to an address located in Florida. Online purchases are currently sales tax exempt when shipped outside the state of Florida. Sales tax is calculated on the merchandise you purchase only, not on any shipping costs.

Is my GPC purchase tax exempt?
Many of our customers are military installations located in Florida. If you are using a Government Purchase Card (GPC) within Florida, please contact us and we will adjust to your customer profile to enable the tax exemption. We will ask you to provide a copy of your military installation sales tax exemption form to place on file.

Shipping

Will I be notified when my order has shipped?
Yes, we will notify you via email with a tracking number from UPS / FedEx or a delivery confirmation number from the U.S. Postal Service (USPS).

How long will it take to receive my purchase? Are any expedited shipping methods available?

The majority of our products are shipped via USPS Priority Mail, UPS Ground or FedEx Ground with a typical delivery time of 4-5 business days. Expedited shipping is available, give us a phone call or send an email for a quote.

I am an international customer; will I be charged Customs, Duties or Value Added Taxes?
Orders being shipped internationally may be subject to import duties and import taxes. Your country may impose separate taxes, duties or VAT on your purchase. Unfortunately, we are not able to control or absorb these fees which may be billed to you. These charges and any carrier collection fees will be in addition to our shipping charges and are the responsibility of the recipient. Please contact us with any questions.

How do I track the status of my order?
We will provide an anticipated ship date for your order at the time of purchase. Orders shipped FedEx or UPS will have tracking numbers assigned, which we will email upon shipment. Orders shipped via USPS Priority Mail cannot be tracked door to door, but a delivery confirmation number will be provided. If you have any questions about your order, please contact us and our knowledgeable Customer Service staff will be happy to help you with the status of your order.

Do you ship overseas?
You bet. We will ship to any international destination.

Do you ship to APO/FPO military boxes?
Of course, and we thank you for your service.

I want to change the shipping address of my order. Can I do that?
Just email or call us with your order number and we will ensure your order is delivered to the correct destination. Splitting your shipment is also Ok, though additional charges may apply.

What should I do if my order has not arrived within the estimated time frame?
Please contact us at sales@esnacko.com or 888-376-2256 and we will update the status for you.

Artwork

Do you charge for artwork?
We offer free artwork on any custom design that meets our minimum order quantity. We will create your custom artwork with lower quantities for an artwork charge of $25.00.

Do you accept any designs aside from military designs?
Absolutely! We have served the Boy Scouts of America, colleges, museums, family reunions, rock bands, weddings, high schools, air shows, Hash House Harriers and even motorcycle clubs.

Can I retrieve my design if I would like to order again?
We will keep your design on file for when you are ready to reorder or use for a different product.

What art file formats do you accept?
The preferred format is a vector file of type .EPS or .AI. A high-resolution JPG or PNG of 300 dots per inch (dpi) is the second best. Native file formats in Corel Draw, Photoshop, or Adobe Illustrator and PDF documents also work great. We can accept and modify pretty much any type of file, such as: .jpeg, .gif, .png, .ppt, .doc, .pdf, .bmp, .tiff, .psd or .pub.

What information do you need to create my design?
Basically, whatever you have will be fine since our amazing art staff will work their magic to bring your design to life. We can get started with a faxed cocktail napkin, so just get it to us.

How do I submit my artwork?

Upload it here: https://www.esnacko.com/uploadimages.aspx or email to sales@esnacko.com

Apparel

What types of apparel do you offer?
Our primary apparel products are t-shirts, polo shirts and caps, however we can screen print or embroider any other types of garments; such as fleece and sweatshirts. We are able to provide any brand of shirts such as Nike, American Apparel or Fila. Call or email us for a custom quote.

Do you have a dri-wick UnderArmour type of t-shirt?
Our performance dri-wick t-shirts have an antimicrobial performance fabric with built-in moisture management for an additional $5.00 each. Performance collared polo shirts are also available.

How do I check the fit or size of your shirts?
Email us at sales@esnacko.com and we will send you a spec sheet that details the sizing and color options for our blank garments.

Do you offer embroidery services?
We sure do and if we already make your patch, then your digitizing setup charge is free!

What is the minimum amount of t-shirts that you can order?
We have a minimum order quantity of 24 pieces of apparel with discounts starting at 72 or more.

How many colors can you imprint?
We have a 6 color maximum per design for traditional screen printing. If your design is very detailed with many colors, you may be a good candidate for our Direct to Garment (DTG) printing technology with unlimited colors and lower setup charges. A 36+ piece minimum quantity and slightly higher unit cost will apply to our DTG printed shirts.

Will my design fit on all the shirts in my order?
Good question. Your design will look normal on an adult size shirt, but the imprint area will look larger on a Youth sized garment. Our experience is that kids love the large designs anyway!

What is the screen charge?
This is a one-time setup charge which covers the cost of having your design made into a screen and a different screen is made for each color of your design.

What determines the price of my custom t-shirt?
The primary price drivers are the number of imprint locations and the number of colors of each imprinted design. During production, your shirt is placed on a platen and each screen swings around over the shirt. A squeegee is pulled over that screen's ink color, which pushes the ink onto the shirt fabric. Then the next color screen is swung over the top of the shirt and the process is repeated. The higher color count, increases the labor and material cost to print your shirt.

Zap Stickers

What type of material do you use for your zap stickers?
We use very high quality vinyl which is UV protected to prevent fading. Many manufacturers sell paper based stickers, which will not last long and will deteriorate quickly.

Do you make any sticker shape aside from the usual ones?
That is one of the best aspects of our high quality zap stickers! Each of your zaps is die cut to the exact shape of your patch or design, all for no extra charge and no setup fees.

I've got a picture/design that I would like you to replicate. Where can I send you the picture?
Upload your design here www.esnacko.com/getquote.aspx or email us at sales@esnacko.com.

Can I get a different size of zap sticker?
In order to provide the very best pricing, we currently offer two sizes of zap stickers. Our 4” tall or wide (whichever is larger) single zaps and our 5” x 8” zap collage sheets.

What is your zap collage sheet?
Our zap collage sheets are 5” x 8” and can be customized with any number of different designs, quantities and sizes. As long as it fits, we will print your custom design with no setup charge. Put your zap collage layout together as a sketch or PowerPoint slide to let us know how you want your artwork to appear on the collage sheet and we will make it happen.

Where can I apply my zap stickers?
All our vinyl decals can be applied to any smooth, non-porous surface. Please make sure the surface is clean and oil free. Surface quality is a major factor in the life and durability of vinyl.

Can you make a decal from a photo?
Piece of cake. Our zap stickers are full-color for no additional charge.

What is your minimum quantity?
Our minimum order quantity is 250 single zaps or 250 zap collage sheets.

What if I want to order for a group? Can I get a discount?
We have a 25% discount at 500 zaps and a 50% discount at 1000 single zaps and/or zap collage sheets.

Is the material clear or opaque/white?
The background vinyl material is an opaque white vinyl; however it is die cut to the shape of your design. We do have the ability to print on clear vinyl with adhesive on the front or back. Just contact our customer service for these custom features.

What file format should I send for my zap stickers?
Please reference our Artwork FAQ section.

How do I apply the zap stickers?
Application is just a simple peel, position and stick with your hand. Ensure the surface is clean and dry for best results.

Will I be able to remove the sticker?
Yes, just take your time and peel the vinyl sticker away slowly.

Can I clean my zap sticker?
For cleaning, wipe your vinyl zap sticker with a damp cloth. Be sure to keep petroleum products away from your zaps. Simple cleaning is all your decals need to stay looking good.

How long will the zaps last?
Our zap stickers have a UV protected coating to keep the colors vibrant for years and years.

Will the graphics damage the paint or glass of my vehicle?
No, the vinyl stickers will not harm any surface materials.

Challenge Coins

What determines the cost of my coin?
The main drivers of the price of your coin will be size, quantity and any extra features such as edging, engraving or consecutive numbering. We always provide a custom quote for our coin designs.

What is the setup charge for a new coin?
Your artwork and design consultation is free with us. Our die (mold) charges are very low and the total cost for both sides will range from $125.00 - $175.00, depending on size and design features. This die charge is non-refundable and only applies to your initial purchase.

Do I have to pay for a mold fee for a reorder?
No, the die charge only applies to your initial purchase.

Why is the name of my manufacturer engraved into the side of my coin?
Not sure, perhaps vanity? Free advertising at your expense? eSnacko.com will never deface your challenge coin. Some manufacturers justify this as a way to remind the customer when time to reorder. Our view is if we do our job, you are not only going to remember who made your coin, but rave about the quality and our customer service to all of your friends.

Will I get to see a sample of my coin prior to production?
Yes you can, but we require payment of the die charge before we create your sample coins, which will be $10.00 each. 98% of our clients approve and place their order based upon the final approved artwork. Once that mold has been cast, it cannot be modified. Any changes to the coin at this point will require a new mold, incurring another die charge. This is why we are very meticulous about your artwork.

Why is the name of my manufacturer engraved into the side of my coin?
Not sure, perhaps vanity? Free advertising at your expense? eSnacko.com will never deface your challenge coin. Some manufacturers justify this as a way to remind the customer when they want to reorder. Our view is if we do a good job, you are not only going to remember who made your coin, but rave about the quality and our customer service to all of your friends.

My current coin has an epoxy coating on it. Why do you recommend against using epoxy?
Many suppliers sell you an epoxy coating as a protective measure for your coin, which we believe is totally unnecessary. An epoxy coating takes away from the vibrancy of the coin and dulls the colors. It will also yellow over time and can leave tiny air holes. Our soft and hard enamel minted coins offer protection from weather, time and discoloration. The color and shine of the coin are bright and you will be able to see and feel the raised metal of your coin.

Do you have a coin template to design a coin?
We develop all coin designs from scratch. Email us at sales@esnacko.com and let’s get started.

What is the production time for your challenge coins?
You can expect shipment about 4 weeks after final artwork approval.

What types of materials are used for your challenge coins?
Depending on your design; we will use brass, iron or zinc alloy as the base material. This raw unfinished coin will then be electroplated with any of our many choices of metal options. Also, check out our challenge coin metal plating.

What types of coin edging is available?
Check the coin edging options here.

Do you sell or stock the designs on your website?
No, we do not sell to the public or maintain inventory of any of our challenge coins. All of our coins are made to order for our clients. All of the designs you see on our website are strictly for customer reorders and to proudly showcase examples of our work.

Do you offer a rush production service?
We do not have a rush production program, however we will do what we can to meet your deadline. We manufacture our challenge coins as quickly as possible while maintaining the highest quality.

What file format should I send for my challenge coin idea?
Please reference our Artwork FAQ section.

Are you able to manufacture coins in different shapes?
Absolutely! We can manufacture your coin in any shape, 3-dimensional images and cut-outs.

Patches

What determines the cost of my patch?
The size and order quantity determine the price of your patch. We do not charge extra for multiple colors of thread and our prices are quoted with Velcro included. Subtract $0.25 for any patches without Velcro backing.

What does 100% embroidered mean?
100% embroidery means that the entire surface of your patch will be stitched with colored thread. In our opinion, a twill background patch is inferior and we do not offer that option.

Will a sample of my patch be sent to me for approval?
Once your sample patch has been created, we will email a digital photo for your approval. The majority of our patch designs are approved via email. We are happy to mail the physical patch sample to you for a sample charge of $25.00, which will take up to 2 weeks to arrive.

My squadron has three design ideas. Will you develop the artwork, so we can vote on them?
We would be happy to design any patches for you, however our free artwork offer applies to the design that is placed into production. Any other designs will incur an artwork charge of $25.00.

Can I combine more than one patch to make up the minimum quantity?
The minimum quantity for our patches applies to each design. This is because each design requires a different digitized image that instructs the machine how to stitch your patch. We do offer discounts on the same patch design in different colors, such as a color and desert patches.

How much detail can I incorporate into my patch design?
Depending on the size of your patch, we can actually accomplish very detailed replication of your artwork using embroidered thread. Small, intricate details will not stitch accurately and simpler is often better. Facial features and extremely small text are especially troublesome. Cartoonish images stitch quite well and we do a great job with aircraft and weapons.

I noticed my patch or coin is on your website. Is that product available to the general public?
Your squadron products are posted on our website to make your reorders quick, easy and secure. eSnacko.com will never sell your items to the general public. We have a reseller who serves the private collectors of the world, but we will never release your design without your approval.

Do you have rush service?
We do not offer rush production; however let us know your deadline and we will do our best.

Are certain patches faster to get than others?
No, but your reorders will ship about one week sooner.

What is the minimum order quantity?
Please see our General FAQ section.

I don't see a color chart. What colors do you offer?
See the colors we offer here.

How many colors can I use on my patch design and is there a charge for extra colors?
Your patch price includes unlimited colors at no additional charge. We will use as many colors as needed to make you the best quality patch and will not nickel and dime you for additional colors. Most companies charge an extra $0.15 per color for more than 7 colors.

Custom Mahogany Wood Products

What type of material do you use for your models, tail flashes and briefing sticks?
We use only the finest kiln-dried solid mahogany (red lauan) wood, hand-carved by the world’s greatest craftsmen. Your custom aircraft replica will be authentically reproduced with unprecedented precision and accuracy. Our artisans carve, mold, assemble, paint and detail your customized product entirely by hand.

What types of aircraft can you make? Are they customized?
We can replicate any type of aircraft with any variant from any country. All of our mahogany wood custom aircraft products are made to order. They are customized and personalized to your specifications with any markings, any tail number and any ordnance.

Do you offer a rush production?
Yes. We have a 6 week rush delivery service for an additional 30% and a 4 week delivery for +40% of the product price. This timeline starts as soon as you approve the custom order form.

Where do you make your custom aircraft models and tail flashes?
Our production facility is located in the Philippines. We are a manufacturer, and not a middle man, so we can make the models at any size and scale you want!

Can I personalize my model?
Absolutely! That is another aspect that makes us unique, because we do not charge extra for customized and also personalized details. We will put pilot and crew chief names below the canopies, we will add nose art and we will personalize your stand. All for the same price!

How long will it take to receive my custom model?
The production time of your custom aircraft model is 7-8 weeks. Expect 7-10 days for shipping transit time.

Do you have a warranty on your custom wooden models?
We use only the finest materials and paints giving us the ability to offer an exceptional warranty that our custom mahogany wood products will never crack, warp, yellow or fade. If you ever encounter these defects, we will replace your product or refund your payment...guaranteed.

What is the policy on refunds and returns?
All of our custom mahogany wood aircraft replicas come with our 100% customer satisfaction guarantee.

What is your order and production process?
Once we receive your order, we will generate a custom order form and email it for your approval. The order form will capture all of the details you have specified and will include embedded photos and/or mockups for our artists to use during production. Email us back with your approval or any changes. We welcome any additional photos to aid our replication.

Will I be able to approve my order before it is shipped?
Once your aircraft replica is complete, we will email several post-production digital photos for your final approval prior to shipping. This allows you to see the finished product to ensure that we got everything just right. These photos will clearly show the paint markings, ordnance, names, tail number and customized stand. Corrections are still possible at this time. Any change requests different from the approved order form, may incur an additional charge. Once the final photos are approved, we apply a final coat of lacquer to protect the model. Once the lacquer is applied, changes will not be possible.