Here is a list of categories for our Frequently Asked Questions:

• General
• Installation
• Shipping
• Ordering Process
• Guarantee / Legal Information
• Artwork / Design

General

Can I get a printed catalog and price list? [Top]

No, a printed catalog or price list is not available. Detailed   product descriptions, color charts, and all information is constantly updated on this website. It is meant to serve as our comprehensive catalog of sign letter products.

How can I get samples of certain materials? [Top]

Due to the high volume of requests, free samples of sign letter materials are not available. Please order a sign letter in each material and color/finish you would like to see. Our minimum order is $25.

How do I determine which sign letter material is right for my application? [Top]

All sign letters can be used both indoors and outdoors, except for foam letters, which can only be used indoors. Aside from this, the decision will be based on the "look" or "style" you are trying to achieve. Please visit each Products page to see details. Price is another factor which will affect your decision. Metal is the most expensive, and price depends on the desired material and finish. Plastic and Foam are the most economical, and their pricing also depends on the color and finish.

How do I maintain my sign letters? [Top]

All exterior sign letters will require some maintenance to retain their original luster. All plastic and metal letters should be periodically cleaned with dish soap and water to remove any dirt or pollutants from the environment. Should the face of a metal sign letter get scratched, the polyurethane coating can be revitalized using car wax.

Do you recycle materials? [Top]

At Impact! Sign Letters, we strive to do our part to protect the environment as much as possible. All prime metal trim from cut metal letters is molten for cast letters. Additionally, where possible we utilize plastics made from renewable resources - such as our CAB plastic sheet for Injection Molded Plastic letters. This is good for your pocketbook, as well as for the environment!

What is anodizing? [Top]

 The only metal anodized by Impact! Sign Letters is aluminum. Anodizing is an electrochemical process that thickens and toughens the naturally occurring protective oxide in aluminum and allows the metal to be colorized the process, is the second hardest substance known to man, second only to the diamond.

An anodized finish is not a coating, it is part of the finished aluminum letter.

An oxide film or coating on metals and alloys by electrolysis. The metal to be treated is made the anode in an electrolytic cell and its surface is electrochemically oxidized. Anodization can improve certain surface properties, such as corrosion resistance, abrasion resistance, hardness, appearance, etc.

 Although an anodized finish is more expensive, it will reduce the maintenance required to aluminum letters, and will also make them more scratch-resistant. This is especially valuable in high-traffic, lower areas, where human contact would be possible or common. Some benefits include:

• Increased abrasion and weather resistance
• Beautiful finish
• Increased hardness and durability
• Will not crack or peel
• Unaffected by light and UV rays
• Cost effective

What is polishing? [Top]

A polished finish on metal letters is obtained by buffing with a fine abrasive, resulting in a high gloss or polish.

What is oxidation? [Top]

The only metal oxidized by Impact! Sign Letters is Bronze. Exposure to the atmosphere results in oxidation of the exposed surface, hence a staining or discoloration. This effect is enhanced with increased temperature. This provides a "darkened" finish to the bronze.

What is baked enamel paint? [Top]

Baked enamel paint is a process of painting which uses enamel based paint "baked" right on to the surface of the sign letters. This provides an extremely smooth, durable, and consistent finish.

Installation

Will I be able to install my sign letters myself? [Top]

Yes! Installation of our sign letters with an installation pattern is very easy, requiring only basic tools. . Complete instructions and videos are available to make it simple.

Installing your sign letters and logo yourself will save you considerable money, compared to having Impact! Sign Letters professionally install your signage, however we can do that if you desire. Please see below.

What if I want professional installation of my sign letters? [Top]

Impact! Sign Letters can provide professional installation of your sign letters and logos nationwide. Please contact us for an estimate on the cost of professional installation before you place your order, or you can check the box at the time of ordering, and we send you an estimate for the installation. Please make sure you provide the installation address when you request your estimate.

Why do I need an installation pattern? [Top]

An installation pattern is needed for proper alignment and placement of your sign letters. Without the installation pattern, the installation of your sign letters will take much longer, and will not be as accurate, or look as professional. It is not worth saving a few dollars trying to install without the installation pattern. We would recommend it for EVERY job. Some installation methods REQUIRE an installation pattern.

What is a Stud -Installation pattern? [Top]

A Stud-Installation pattern is a full size drawing of your sign letters or logo laid out on heavy duty craft paper with stud positions marked for easy drilling. The Stud Installation pattern MUST be ordered at the time you order your sign letters, and can not be ordered after your sign letters have been shipped (unless you send the sign letters back to us).

Each letter is marked with a number and corresponds to a sign letter on the pattern. No two sign letters are interchangeable, even sign letters of the same character, because the holes are drilled into the sign letters by hand, resulting in unique positioning for each sign letter. On the pattern, a mark shows you where the holes should be drilled on the wall to receive the studs. Patterns are created in one piece. This kind of template is useful for stud and Adjustable type installation methods. Stud Mount Installation Instructions

What is a Pounce-Pattern? [Top]

A pounce pattern is also a full size drawing of your sign letters or logo but the outlines of each sign letter are perforated allowing you to do a chalk rubbing through the paper and leave outlines of the sign letters on your mounting surface for perfect alignment. The Pounce Pattern MUST be ordered at the time you order your sign letters, and can not be ordered after your sign letters have been shipped. (unless you send the sign letters back to us). Pounce Pattern Installation Instructions

What is Spacing Tape? [Top]

Spacing tape is a tape used to provide proper horizontal placement for each sign letter. It is not as accurate as a pounce pattern, and only provides a guide for horizontal alignment of sign letters. Spacing Tape Installation Instructions

Spacing Tape is cheaper, but is it the best installation solution? [Top]

Spacing tapes are used to roughly show proper horizontal spacing for Pad Mount and Adhesive Mount sign letters. It does not address vertical alignment or correct sign letter placement in relation to the baseline. Stud Installation Patterns and Pounce Patterns are full size reproductions of your sign on kraft paper and do all the alignment work for you.

Note that on many fonts the "O"s and "S"s and other curved sign letters are larger vertically than are the flat top sign letters like "E" and "H". This is because the human eye perceives curved letters or shapes to be smaller than square letters and shapes. These curved sign letters usually float vertically between the square sign letters. In most cases, sitting all sign letters on a straight line will not achieve a visually balanced sign.

How much do you charge for installation patterns? [Top]

Stud Installation patterns cost $0.25 per inch in letter height, with a $3.00 maximum cost per letter. Stud installation patterns are not sent with unless ordered.

Pounce patterns cost $1.85 per sign letter (3"-8" sign letters), and $2.45 per sign letter (9" or greater sign letters)

Spacing Tape costs $1.35 per sign letter (3"-8" sign letters), and $1.90 per sign letter (9" or greater sign letters)

Why are custom installation patterns difficult to make? [Top]

Easy installation requires careful consideration. Issues such as available space, visible restrictions, building obstructions, and artistic interpretation play a part in determining the best layout for your sign letters. For Impact! Sign Letters to space a mounting pattern that meets all of your specific requirements, a detailed drawing is needed. Spacing, or kerning of letters is an art. Please be advised that no two patterns will match.

What does "stand-off" refer to? [Top]

A stand-off refers to the amount of space you want to leave between the sign letters and the wall, or mounting surface. It provides the effect of your sign letters "floating" off the wall. This must be specified at the time of ordering, so the appropriate spacers can be included. This option is only available with a stud installation. Stud Mount Installation Instructions

Shipping

How will my sign letters order be shipped? [Top]

Most orders will ship via UPS or FedEx ground, unless otherwise requested by you. Orders over $100 will receive free UPS Ground shipping! Many overnight, 2-day and 3-day options are available. Larger letters over 30" may have to ship via truck freight. These orders will ship freight collect with a carrier of your choice.

Do you ship internationally? [Top]

Impact! Sign Letters regularly serves customers all over the world. Shipping cost will be quoted individually. All customs and duties will be the responsibility of the customer.

What is the lead time or turn-around time to produce my sign letters? [Top]

Lead times, or the days needed for production, vary by letter product. At Impact! Sign Letters, we pride ourselves on having the most rapid lead times in the industry. Approximate lead times are as follows (in working days):

Formed Plastic Letters: 2-3 days
Injection Molded Plastic Letters: 1-2 days
Acrylic letters: 10 days (2 weeks)
Cast and Cut Metal Letters: 10 days (2 weeks)
Foam Letters: 10 days (2 weeks)
PVC / Sintra (R) Letters: 10 days (2 weeks)

Shipping time is not included in these lead time approximations, and will depend on the shipping method you select. In most cases, we can accommodate rush orders on sign letters for an additional fee. We will try our best to accommodate your needs. For specific questions on lead times, please contact us.

What if I need my orders in a rush? [Top]

Don't worry…..we understand. In most cases we can accommodate rush orders for a fee. Try us….in most cases, we can handle it! Please do not order using our website without confirming your needs and schedule with us first. We will try our best. Please use our rush order request form. Please also follow up with a call if it is a real emergency.

How can I track my order? [Top]

If your order is in production, you can track the status by clicking here. When your sign letters order ships, you will receive a confirmation email which includes the UPS or Fedex tracking number, so you can track it online.

Ordering Process

What is the purpose of creating a login and password? [Top]

The benefits of creating a username and password are that you can easily view past orders, re-order items, check out faster by having information automatically filled in, and save orders and shopping cart information. Rest assured that your personal information is held in the strictest confidence.

What are your payment terms? [Top]

We require all sign letters and logo orders to be paid in full prior to production.

Can I call in an order? [Top]

We prefer that you place your order online, but would be happy to take your order over the phone if you feel more comfortable.

How do I pay using a check? [Top]

You can pay using a check by selecting the "Pay by Check" box at checkout. Please print out the order confirmation page and include it with your check so we know what order # the check is for. Your order will then be held as "pending" until your check is received.

What is the lead time or turn-around time to produce my sign letters? [Top]

Lead times, or the days needed for production, vary by letter product. At Impact! Sign Letters, we pride ourselves on having the most rapid lead times in the industry. Approximate lead times are as follows:

Formed Plastic letters: 2-3 days
Injection Molded Plastic letters: 1-2 days
Acrylic letters: 10 days
Cast and Cut Metal letters: 10 days
Foam letters: 10 days

Shipping time is not included in these approximations, and will depend on the shipping method you select. In certain cases, we can accommodate rush orders on sign letters for an additional fee. We will try our best to accommodate your needs. For specific questions on lead times, please contact us.

I just ordered my sign letters, what is the next step? [Top]

You should receive an order confirmation email within 24 hours, with an order number. We will then begin production of your order. Please do not call to "check in" on your order, unless lead times have passed. Rest assured that we are working hard to complete your sign letters order as quickly as possible, but we have to maintain the highest quality standards. Once your sign letters order ships, you will receive email notification.

What is your return policy? [Top]

Because all sign letters are custom made, sign letters and logos can not be returned.

Can I return an installation pattern? [Top]

Mounting patterns, like sign letters, are custom made to your specifications, and can therefore not be returned. If you have a problem with a pattern, please call us to discuss available options. In order to make a new pattern, we will need you to return the sign letters as the mountings are all custom placed on each sign letters order. Should a pattern be spaced or spelled wrong, please contact us for further instructions. Please note that most sign letter installations will require some adjustments to individual sign letters once the holes are drilled, even with a perfectly punched installation pattern.

Guarantee / Legal Information

What warranty do you offer on sign letters? [Top]

When we say lifetime guarantee, we mean it. If an Impact! Sign Letters product ever breaks, cracks, chips, or fades, or proves to be defective, we will replace it. This does not apply to breakage from improper use or installation, vandalism, weather, etc. Due to the nature of foam and acrylic, this warranty does not apply to foam and acrylic letters. Foam and Acrylic products are warrantied for a period of one year.

Please remember that all exterior letters will require some maintenance to retain their original luster. All plastic and metal letters should be periodically cleaned with dish soap and water to remove any dirt or pollutants from the environment. Should the face of a metal letter get scratched, the polyurethane coating can be revitalized using car wax.

What is your Security Policy and Privacy Statement for online transactions and information? [Top]

What is your legal disclaimer information? [Top]

You, the customer, are responsible for reviewing and confirming the order details before ubmitting your order. Acceptance of a proposal is our indication that the quote or order form has been read and approved. Impact Signs Chicago, Inc. DBA Impact! Sign Letters cannot be responsible for any discrepancies overlooked during the customer review process.

Impact Signs Chicago, Inc. DBA Impact! Sign Letters is not responsible for any injury, loss, or damage, direct or consequential, arising out of the use of, or inability to use any of our products.

Impact Signs Chicago, Inc. DBA Impact! Sign Letters disclaims any warranty of fitness or usability of any product for a particular purpose. Sellers only obligation shall be to replace such quantity of the product proven to be defective. Before purchasing, user shall determine the suitability of the sign letter product for his/her intended use, and user assumes all risk and liability whatsoever in connection with usability.

Impact Signs Chicago, Inc. DBA Impact! Sign Letters reserves the right to cancel or adjust any orders received that are inaccurate, either by errors in our database or code, or by hacking or other intentional alteration to our code, data, or website in general produce inconsistent pricing.

What is your PMS / Pantone color Disclaimer? [Top]

Impact! Sign Letters PMS color listings are the closest PMS / Pantone match to a certain PMS / Pantone color. They are based on UNCOATED samples. Due to the difference between printing inks, paint mixes, and monitor displays, PMS / Pantone matches are not exact in all cases. In most cases the color will be so close, that most people would not be able to notice any difference; however if you are concerned with the precision of the color match, we would suggest purchasing one letter in the color. PMS / Pantone color matching charges will apply, but will be put towards your final order when you proceed.

What is your copyright information? [Top]

The reproduction, copying, or distribution of any part of impact-sign-letters.com is not permitted without prior written consent of Impact Signs + Graphics, Inc. The user does not receive any, and Impact Signs Chicago Inc., retains all, ownership rights in the source code, digital media and content.

Artwork / Design

What will the length of my sign be? What Size letters will fit in a given area? [Top]

Most of the product pages have a built in line length estimator based on the letters you are ordering. For a sign in either all capitals or mixed upper and lower case sign letters, enter your sign copy the way it should be with spacing and available punctuation then click the "Calculate Length" button for a very close approximation of the total overall length in inches. Unfortunately, the estimator will not work for mixed letter heights or multiple lines. You would have to use the estimator for each section with a different letter height, and add them together. If you need more exact overall lengths, please feel free to call us.

Will my letters be visible and readable? What letter size should I use? [Top]

It is important to know what surface you will be mounting the sign letters to, and from what distance you would like readers to be able to view and read your sign letters from. The following information will provide you with some guidelines.

Letter Size: Letters that are too small to read are commonplace in many signs today. For a quick reference on what size letters are needed for your sign; examine the visibility chart taken from the research conducted by the University of Pennsylvania State and the United States Sign Council below.

Color & Finish Contrast: Letters that blend in with their background become illegible at moderate distances. This applies to polished metal letters that may reflect a similar color as the sign background to the viewer making them unreadable; dark letters that may blend into a building brick or stone; or other letters where there is a small level of contrast between the letter color and the background. The amount and type of lighting (both artificial and natural) is important as well to overall legibility.

White/Negative Space: Simply enlarging letters does not make them more readable. Proper letter kerning (the space between letters) and leading (the space between lines of text) have almost as much to do with legibility as letter size. Maintaining a high degree of white or negative space is important to keep the letters from running together or running into other distractions around the sign.

How do I use the sign designer? [Top]

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I have a custom logo that I would like to incorporate into my signage. What are my options? [Top]

Impact! Sign Letters also specializes in creating high quality dimensional signage using your custom logo. This can be done from most materials finishes, and colors offered for sign letters. Please fill out our Custom Logo Quote Request Form. You will have to know the final size you need your logo sign to be. Also, please remember that we will scale your logo proportionally to your desired size. There is a one time $45 art charge to use your custom logo. We will need your logo file in a vector based format. Please read below for information on the right type of file.

What file format does my logo need to be in? [Top]

Artwork for all custom sign letters and logo orders needs to be a vector based file such as an Illustrator .EPS or .AI file, Corel Draw .CDR file, or any vector based .EPS file.

Please be sure to convert to "curves" or "paths" before sending. You can also compress your files for faster emailing. To email artwork, click here {artwork submission form} {Artwork / File Specifications PDF}

What is a vector based file? Why do I need it? [Top]

Vector based artwork is a 2 dimensional outline path of the object that needs to be cut. These types of files can be created in Adobe Illustrator and Corel Draw. A single line with adjustable control points that can be digitally manipulated make up a vector based file. All control points need to be closed and the paths exported with the file. If your logo or sign letters design was created by a graphic designer, they should be able to provide you with this type of file. .AI and .EPS files are vector based formats. We can not accept Autocad or related file types.

This type of file is needed because sign letters are cut on a router and follow the digital paths or curves provided by the vector based file.

What is clean artwork? [Top]

Clean art is defined as any vectorized art file for custom sign letters or logos, that has a minimum number of control points, while still retaining the integrity of the style or design.

What if I don't have a vector based version of my logo? [Top]

If you do not have a vector based file, such as the types described above, and you only have a flat image such as a .JPEG or .TIFF, or something from a website, Impact! Sign Letters professional designers can convert your non-vector based file into a vector based file. Design charges will apply in addition to the $45 custom logo fee. Please email your file to get a quote on creating your vector-based file.

When do art charges apply? [Top]

If the vector based art file for your sign letters or logo is fairly {clean}, requiring minimal clean-up, no art charge will be charged. If you do not want to pay any art fee, please advise us when you place your order. We will then call you if we feel an art charge would be necessary. These fees will be added to your final order. All artwork created in-house remains the property Impact! Sign Letters, Inc.

What if I want to use a font not offered on your site? [Top]

Fonts shown for each sign letters product are the standard fonts. For most sign letters products, you can use a custom font. Please let us know at the time you order that you want to use a custom font. You will need to email us the TrueType PC font (.ttf file), or we can purchase it for you, if we do not already have it. A $35 art charge will apply to use a custom font (in addition to the cost of the font if we purchase it for you.)

How do I send you a font? [Top]

You can send a font by attaching to an email, or on our form, just like any other file. The type of font we need is a PC True Type font. (.ttf file). Fonts are usually located in a Fonts folder. This folder is usually located in the Windows folder on your hard drive. (C:\WINDOWS\FONTS). Please note that bold, italic etc. for any given font are separate files, so make sure you are sending the correct style of the font you wish to use. If you do not have the font file, we can purchase it for you.

Can I get my sign letters made in a custom color? [Top]

Yes! Any painted sign letters can be painted in a custom color. Please specify a PMS / Pantone or Matthews color number at the time of ordering. A $75 fee will apply for custom PMS color matching per color.

How close will your PMS / Pantone matching be? [Top]

PMS / Pantone color Disclaimer : Impact! Sign Letters PMS color listings are the closest PMS / Pantone match to a certain PMS / Pantone color. They are based on UNCOATED samples. Due to the difference between printing inks, paint mixes, and monitor displays, PMS / Pantone matches are not exact in all cases. In most cases the color will be so close, that most people would not be able to notice any difference; however if you are concerned with the precision of the color match, we would suggest purchasing one letter in the color. PMS / Pantone color matching charges will apply, but will be put towards your final order when you proceed.