Answers
Frequently asked questions
Acrylic, artwork, UV printing, ordering and wholesale pricing — the questions dealers ask us most.
Showing all 43 questions
Ordering
- How long does production take?
- Approximate production time is 1–2 business days, depending on the product and the quantity ordered. It is an estimate, not a guaranteed completion or ship date — tell us your in-hands date and we will confirm what is possible. Step-by-step guide
- What does the Rush job option do?
- It tells our team your order is time-sensitive for review. It adds no charge, and it is a request rather than a guarantee. We contact you if we cannot meet the timing you need. Step-by-step guide
- How do I pay for an order?
- Nothing is charged on the website. When our team issues payment for an order, a Pay now button appears on that order's page. If it is not there yet, the link has not been issued. Step-by-step guide
- How do I order the same size twice with different artwork?
- Use Duplicate item in the cart. Each copy keeps its own quantity, UV printing choice and artwork file. Step-by-step guide
- Is there a minimum order quantity?
- Minimums vary by product and decoration. Ask our team to confirm the minimum for the pieces you are quoting.
- Can I change an order after submitting it?
- Yes, while it is still awaiting acceptance. Open the order and choose Edit order to change quantities, remove a line, or update the PO, requested date, address or UPS account. Once the order is accepted it locks and our team will handle changes with you. Step-by-step guide
- Can I get a replacement piece?
- Contact our team with the order number and what happened, and we will sort out the replacement.
Orders & custom quotes
- Where are my orders and custom quotes?
- My Account → Orders brings website orders and submitted custom quote/custom-order activity together. A converted quote appears as its linked order, not twice. Unsubmitted drafts stay in My Custom Quotes & Orders in the quote tool. Step-by-step guide
- What opens when I click an order or quote?
- A regular order opens its own order detail page. A Custom quote opens its quote detail/status page, where eligible quotes offer Edit details. Step-by-step guide
- How do I update an existing custom quote?
- Open the quote and choose Edit details. You can change eligible PO, requested date, shipping/will call, ship-to and project notes fields. Click Update details to save on the same quote and reference, without a duplicate or changes to pricing or RB review status. Step-by-step guide
- Are my changes saved automatically?
- No. Click Update details for a custom quote or Save changes in an eligible order editor, and wait for confirmation before leaving. Standard order edits may recalculate prices; custom quote detail edits do not. Step-by-step guide
- Can I change the ship-to address?
- Yes, on an eligible open custom quote using Edit details / Update details, or a submitted order using Edit order / Save changes before RB acceptance. The saved delivery summary reflects the update. Step-by-step guide
- Why are some quote or order details locked?
- Accepted, closed or converted quotes cannot use the quote details editor. Open the linked order for available changes. Once RB accepts an order, contact RB with its reference for changes; do not submit a new quote just to edit delivery details. Step-by-step guide
- Should I use the catalog or custom quoting?
- Use Products and the cart for listed catalog sizes. Use Custom Quotes & Orders where available for custom shapes, dimensions, plaques, blocks or bases. A submitted custom request goes to RB for review; it is not a production approval. Step-by-step guide
Shipping
- What does Shipping: TBD mean?
- Shipping has not been finalized. TBD is not a dollar amount and is not included in the current displayed total. Freight and applicable tax are confirmed separately; the site does not calculate a shipping rate. Step-by-step guide
- Where can I check delivery details?
- Quote and order detail summaries show the saved Ship To address or pickup/will-call method. If no address has been saved, it says so. Check it before submitting or accepting. Step-by-step guide
Product & materials
- What acrylic do you use?
- Our awards are fabricated from cast acrylic, cut, polished and finished in our own shop in Orange, California.
- Are your awards made in the USA?
- Yes. Every piece in this catalog is manufactured by R.B. Fabrication in Orange, California.
- How are the edges finished?
- Edges are machined and hand-polished in house; that finishing work is part of what you see in the product photography.
- Do you make custom shapes?
- Use Custom Quotes & Orders where available for work outside listed catalog sizes, or send your concept/drawing through Contact for RB review. Step-by-step guide
- Is stock always available?
- Availability depends on the model and the quantity. Ask our team for current availability on the sizes you need before you commit to a date.
Decoration & artwork
- How is my artwork applied to the award?
- Select optional UV printing for full-color artwork applied directly to acrylic. Catalog print charges use size categories; custom quotes show their selected print charges separately. Step-by-step guide
- How do I get white to print?
- Any white that must actually print has to be set to C0 M0 Y1 K0 in your artwork. Plain white is treated as no ink. Step-by-step guide
- Which artwork files do you accept?
- Vector artwork in CMYK with all fonts outlined. CorelDRAW is preferred; Adobe Illustrator and vector PDF files are accepted. Step-by-step guide
- Can you match a PMS colour?
- Tell us the PMS reference with your artwork and our team will confirm what is achievable in UV print on acrylic before production.
- Are there setup charges?
- Catalog UV printing shows order setup separately; runs of 50 or more UV-printed pieces need RB pricing. Custom quotes show their own one-time setup and per-piece charges. Do not add setup again to the shown total. Step-by-step guide
- Do I get a proof?
- Yes. When your order includes UV printing we prepare an artwork proof. You approve it, or request changes with a comment, from the order page — production runs from the approved version. Step-by-step guide
- Where are the artwork templates?
- On the product page for any item that has one, visible once you are signed in. Step-by-step guide
Pricing & account
- How do I apply and sign in?
- Apply for Access, confirm your email and wait for wholesale approval. Then sign in with your password or Email me a code where offered. Use Forgot password? for a reset link; contact RB if approved access is missing. Step-by-step guide
- Why can't I see prices?
- Wholesale pricing is only shown to approved accounts. Apply, confirm your email and wait for approval. Some applications qualify automatically; others need RB review. Step-by-step guide
- How does buying-group pricing work?
- If your account is verified with a buying group, your programme price is resolved for you everywhere on the site — catalog, product pages, cart, order review and order emails. Affiliation is verified by our team; selecting a group on the application does not apply it by itself. Step-by-step guide
- Can I ship on my own UPS account?
- Yes. Save your UPS account number in My Account and it is offered on every order you place. Step-by-step guide
- Do you need my resale certificate?
- California businesses and California ship-to addresses require a resale certificate / seller's permit number on the account before an order can be submitted. Add it in My Account.
Using the site
- How do I use the 360 viewer?
- Tap the 360° pill on a product photo, then drag with one finger to rotate the piece. Tap the large X to close. Step-by-step guide
- How do I change the site to Black, Dark or Light?
- Use Display Mode in the header. Product photos switch to the matching background where we have one. Step-by-step guide
Customer galleries
- Does a customer gallery request place an RB order?
- No. Share your configured customer gallery link; requests arrive in Customer orders for you to review. You choose whether to send items to your RB cart, then complete RB order submission separately. Step-by-step guide
Selling online
- Can I sell RB products in my Shopify store?
- Approved dealers can connect a Shopify store from My Account → Sales channels → Shopify where it has been switched on for their account. When sync is enabled, products are created as Drafts with approved media; you choose when to publish them. Step-by-step guide
- Do I need to give RB my Shopify password?
- No. You approve the connection inside Shopify. Never send passwords or access tokens to anyone, including RB. Step-by-step guide
- Are videos and the 360 view sent to Shopify?
- Yes, when Shopify can accept the file: the 360 is sent as a product video after the main photo. Otherwise it's marked Download only — download it or copy its link from My Account → Product Media. Step-by-step guide
- Where can I download RB product images and 360s?
- My Account → Product Media: search by product or SKU, filter by background, download files or copy links. Step-by-step guide
- What happens if I disconnect my store?
- RB stops syncing. Products and photos already in your Shopify store stay there for you to keep or delete. Step-by-step guide
Care
- How should acrylic be cleaned?
- Use a soft, clean microfibre cloth with plain water or a cleaner made for acrylic. Ammonia-based glass cleaners, paper towels and abrasive cloths will damage the surface.
- Does acrylic scratch?
- Acrylic is softer than glass, so it can scratch if it is dragged across a hard surface or wiped with grit on the cloth. Keep pieces in their packaging until presentation and handle them with clean hands or gloves.
Still need a hand?
Our team in Orange, California answers quoting, artwork and turnaround questions directly.