Military Service Company Frequently Asked Questions

General Questions

Q. What are accepted methods of payment?: A. Credit Card, Check, or Money Order. Accepted Credit Cards are Visa, Master Card, American Express, Discover, and Government IMPAC Cards. Checks and money orders must contain the customers name, address, phone number, driver’s license, and order number. Credit cards should include the billing address, name as it appears on the card, the expiration date, and the CVV2 (Card Verification Value). ** Credit cards must be used for web orders. Please call 1-866-349-2348 to place an order using a check, money order or Government IMPAC Card. Returned checks will be subject to a $30.00 return fee.
Q. When is payment due for orders placed over the telephone?: A. Payments are due at the time of the order. Upon approval, orders can be invoiced at terms Net 30.Past due accounts will be subject to late fees.
Q. What are the shipping methods?: A. UPS Ground unless otherwise requested. APO and APE orders will be shipped via United States Postal Service.
Q. Can orders be returned?: A. Replacements for mistakes or breakage must be submitted within 30 days of receipt. Mistakes made by the customer must be paid for by the customer.
Q. What is your cancellation policy?: A. Orders cancelled pre-production will be subject to a cancellation fee. Orders cancelled during production will be responsible for art, set up, cancellation fees incurred.

Q. Is there a minimum quantity?: A. Yes. A quantity of 12 is required. They do not all have to be the same style mug. It can be a mixture of mugs, tankards, etc.
Q. Are price breaks available?: A. No. Prices are the same regardless of quantity.
Q. Are there any art or setup charges?: A. Yes. There is a one time setup fee for new artwork depending on design. One free setup fee is allowed for every 72 pieces ordered.
Q. Is a pre-production sample available?: A. Yes. Samples can be made for firm orders upon request. Changes made after the sample is produced are subject to additional fees. ** Sample request lengthen the production time.
Q. What is the production time?: A. Normal production is 6 to 8 weeks . ** Please allow longer production times for overseas orders.
Q. Is the gold trimming microwave/dishwasher safe?: A. Microwave/dishwasher safe gold can be requested at no charge.
Q. What are the maximum characters allowed in a personalization?: A. 21 characters.
Q. Can imprints be reversed for left handed mugs?: A. Yes, at no additional charge.

Q. What are the sizes available?: A. DigiPrint sizes are 2’x3’ to 6’x40”, the Water Hog is 2’x3’ to 6’x20’, and the Super Scrape is 2.5’x3’ to 4’x6’.
Q. Is there a minimum quantity?: A. No. You can purchase just one.
Q. Are price breaks available?: A. Yes, at different quantity levels.
Q. Are there any art or set up fees?: A. No. MSC will gladly help you with your artwork free of charge. **Charges may apply to art that does not result in an order.
Q. What is the production time?: A. Normal production time is 2 to 3 weeks from art approval. **Allow longer production times for overseas shipping.