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Frequently Asked Questions

1. I was unable to find an item on your web site, how can I find it?
2. Will I receive an order confirmation?
3. Can I cancel an order after it's been submitted?
4. How do I check the status of my order?
5. How long does it take to get my imprinted items?
6. Can I have my order delivered to more than one location?
7. Do you accept bank cheque?
8. What if I have a problem with my order?
9. How will the information I've submitted be used?
10. How do I remove my name from your mailing list?
11. Is it possible to become a distributor of your products?
12. What products can I imprint?
13. Can I place my order online?
14. Do I need to pay a set-up fee for every piece or image I order?
15. Can I fax my logo?
16. Can I imprint logos only, or messages, too?
17. Can I return imprinted items?
18. Who can I talk to for help with my imprinted items?

 

 

1. I was unable to find an item on your web site, how can I find it?
You can use our Search to find the item you are looking for. If you are unable to locate the item, it may be discontinued and no longer available. However, you can call us at +234 -1-4762023, +234 -1-7643114, +234 8033017868 between the hours of 8am-5pm (GMT) Monday-Friday and we will see if we can locate it for you.

2. Will I receive an order confirmation?
You will receive an order confirmation if you provide your e-mail address during the check-out process.

3. Can I cancel an order after it's been submitted?
Yes, most orders may be canceled any time prior to production. Due to the unique production process of some of our products, your engraved product is not returnable; once you have given us final approval for your custom order, it may not be cancelled, changed, returned or exchanged.

4. How do I check the status of my order?
We will be happy to provide you with the status of your order via phone or e-mail. Simply go to our contact information section of this web site and contact our Customer Care Representatives.

5. How long does it take to get my imprinted order?
Most imprinted orders are delivered within 3 days after you've approved your artwork. Some products take longer to deliver depending on quantity and nature of the production process. Therefore, the sooner you approve your artwork, the sooner your items will be delivered. You'll also receive faster service if you provide artwork that meets the specifications outlined under Artwork section of our Terms and Conditions. Artwork that meets these specifications does not take additional time to prepare. Artwork that doesn’t meet these specifications may require additional time and cost for manipulation.

6. Can I have my order delivered to more than one location?
At this time our online order capabilities limit us from processing multiple deliveries to locations within one order (you can, however, place each order separately). Or, these orders may be placed via fax or mail, as specified in the Terms and Conditions section.

7. Do you accept bank cheque?
Yes we accept both individual and company cheque. However, we may require that the cheque be cleared before your order is processed.

8. What if I have a problem with my order?
If your situation requires immediate attention, please call our Customer Service Representatives on +234 -1-4762023, +234 -1-7643114, +234 8033017868 between the hours of 8am-5pm (GMT) Monday-Friday. You will normally receive a response within one business day.

9. How will the information I've submitted be used?
When placing an online order, we do ask for your personal information. The information is stored in a secure environment separate from our web site. For more details, please see the Privacy Policy section of our web site.

If you place an order or request a Newsletter, we will send you newsletters periodically. Please notify our customer service immediately if you do not wish to receive Newsletters.

We will send an e-mail message to you to confirm online orders you place. From time to time we may contact you via e-mail with special Dugo promo items or new arrivals. You will always have the option to discontinue these e-mails should you wish.

If you provide us with your name and address, we may make it available to other companies who want to tell you about their products or services. Please notify our customer service immediately if you do not wish to receive Newsletters.

10. How do I remove my name from your mailing list?
Your name and address does not become a permanent part of our mailing list unless you place an order or request a Newsletter from us. If you do not want your name to be on our mailing list, please notify our customer service immediately.


11. Is it possible to become a distributor of your products?
Yes you can be our distributor based on mutually agreed terms.

12. What products can I imprint?
Many of the products we sell can be easily customized with your company logo or message. If you have questions as to whether a product we offer can be customized, please contact our customer care representatives.

13. Can I place my order online?
Yes, you can. Just select the item you would like to have customized with your logo, add it to your cart, and follow the instructions. We will follow up with you via phone or e-mail to finalize your order.

14. Do I need to pay a set-up fee for every piece or image I order?
No. The set-up fee applies to the artwork production process, not to every product or image that you order. The same artwork will work for all items within a product category. However, Artworks used for laser engraving products can not be used for sublimation prints, silk screening or transfer prints, therefore an additional art charge/setup will be applicable. Your artwork(s) will remain on file at Dugo for a period of 18 months so that you can continue to imprint items without paying additional set-up fees.

15. Can I fax my logo?
We cannot accept logos via fax. A faxed image, or an image from letterhead or a business card, isn't high contrast or very clear, and won't reproduce well. Please provide your artwork as described under Artwork section of our Terms and Conditions page.

16. Can I imprint logos only, or messages, too?
You can imprint logos or messages. For example, if you have a corporate theme, we'd be happy to print that for you.

17. Can I return imprinted items?
Because of their custom nature, you cannot cancel, exchange, change or return imprinted items once you've approved your artwork.

18. Who can I talk to for help with my imprinted items?
Our Customer Service Representatives would be happy to help you. Please call +234 -1-4762023, +234 -1-7643114, +234 8033017868 between the hours of 8am-5pm (GMT) Monday-Friday.