Answers
Frequently asked questions
Acrylic, artwork, UV printing, ordering and wholesale pricing — the questions dealers ask us most.
Showing all 33 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 so we look at it first. 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.
- Do I pay by card on the site?
- No. This site does not take card payment at checkout. Orders are submitted to our team and payment is arranged per order.
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?
- Yes — custom shapes and bespoke pieces are part of what we do. Send us your concept or drawing through the contact page and our team will work it through with you. 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?
- All decoration is UV printing: full-colour artwork applied directly to the acrylic, priced per piece by size category on this site. 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?
- UV printing carries one setup fee per order, applied once no matter how many printed lines the order contains. For large or complex print runs, contact our team before ordering. 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
- Why can't I see prices?
- Wholesale pricing is only shown to approved accounts. Apply for wholesale access and we will review your application by hand. 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
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. Products are imported as Drafts with still photos; 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.