FAQs: Answers You Can Count On

Submit your order by email, fax, or through our online Order Form.
(Please use only one method to avoid duplication.)

• If you’re not listed in our account, a letter of authorization is required so we may add you to the list of approved purchasers.
• Personal orders must be authorized by your department head with a signed letter of authorization and must be prepaid by check or credit card.

Questions? Contact your Account Manager or email sales@erbadge.com.

When placing your order, please include the following:

• Quantity of items
• Item number(s)
• Finish
• Badge attachment(s)
• Wording (top to bottom)
• Account number (if known)

Please note: Cases, clippers, and award bars for medals are sold separately.
Submit your order by email or by completing our Order Form.
Once submitted, your Account Manager will email you a confirmation summarizing the order details for your review.

Note: If you submit a Request for Quote instead of a confirmed order, your Account Manager will email you a detailed quote for your review and approval. Once approved, your quote will be converted into a Sales Order, and a copy will be sent to you.

• Standard orders ship within 30–35 business days.
• Orders requiring Lucite encasement or die mold tooling ship within 45–55 business days.
• Large orders may require additional time. Your Account Manager will keep you informed.

You can find your estimated shipping date on the front of your Sales Order under “Ship Date.”

Yes! We offer rush production for an additional fee (surcharge excludes packaging, insurance, and shipping)

• 7-Business-Day Rush – 100% surcharge
• 14-Business-Day Rush – 50% surcharge
• 21-Business-Day Rush – 25% surcharge

Important: Rush services must be requested when you place your order and may be unavailable during the holiday season.

• After placing your order, your Account Manager will email you a copy of the Sales Order.
• You have until the end of the next business day to request changes or cancel your order. To request a change or cancellation, please reply directly to the same email thread.
• For rush orders, changes or cancellations must be submitted within 8 hours of receiving the emailed copy of your sales order, as production begins sooner to meet expedited timelines.
• Once the relevant window closes, production will begin, and any changes or cancellations may be subject to work-in-process fees.

Routine Cleaning:
Wipe gently with a soft microfiber cloth.

Occasional Deep Cleaning:

• Rinse under warm water.
• Gently rub with mild dish soap.
• Rinse thoroughly and dry completely with a microfiber cloth.

Note: Frequent deep cleaning may affect the protective lacquer.

Special Tips:

• Fully dry items before storing.
• Vent wallet cases occasionally to prevent moisture buildup.

What to Avoid:

• Abrasive cleaners, perfumes, polishes, disinfectant spray 
• Jewelry cleaners, Brasso, toothpaste, vinegar
• Failure to follow care instructions may void your warranty.

For more information, see Cleaning and Care Instructions

What warranty do you provide?

• Lifetime Warranty: Pins, joints, attachments, seals, and panels.
• Finish Warranty: Three (3) years under normal wear.
• Enamel Warranty: Covers dislodged epoxy (not broken hard enamel).
• FlexBadge Warranty: One year for manufacturing defects.
• Accessory Warranty: Three years on collars, belt buckles, wallets, etc.

For more information, see Entenmann-Rovin Co. Quality Assurance and Warranty Overview

Exclusions from Warranty:

• Minor manufacturing variations
• Damage from misuse
• Improper cleaning
• Unauthorized modifications
• Failure to submit a claim within 90 days

For more information, see Exclusions from Warranty

How to Submit a Warranty Claim:

1. Inspect your order immediately upon receipt.
2. Email your Account Manager with photos and the invoice number.
3. Warranty repairs are typically completed within 14 business days.

For more information, see How to Submit a Warranty Claim 

• All sales are final and non-returnable.
• Exception: You may cancel or modify your order within one (1) business day of receiving an emailed copy of the sales order from your Account Manager.
• After production begins: Changes or cancellations may be subject to work-in-process fees.
• Inspect upon receipt: Please check your order carefully when it arrives.
• Report issues: Notify your Account Manager by email within ninety (90) calendar days if you encounter any problems.
• Our commitment: Your satisfaction is our top priority, and we will work quickly to make it right.

What information should I have when contacting my Account Manager?

• Your account number or department name
• Your order number (found on the top right of your Quote, Sales Order, or Invoice)

Useful Item Terminology:

• Carltone: All-gold finish
• Platiloy: All-silver finish
• Two Tone: Silver backing, gold panels
• PC Finish: Gold backing, silver panels
• Dome: Curved badge
• Flat: Non-curved badge

Can I order a badge case without a badge? Yes, with the badge item number and attachment type.
Photos must include a ruler for sizing accuracy.

Important: Leather goods are final sale unless due to a production error.

Can I customize lettering and colors? Yes.
We offer a variety of hard cloisonné enamel colors.
Custom die molds may require a one-time tooling fee.

Can I get a digital rendering of my item? Yes.
Renderings are included with custom badge die orders or available separately for a fee.

Color options for award bars? Award bars can be hand-mixed to create custom colors.
Visit our Award Bars Page.