Frequently Asked Questions

Thank you for choosing MettleMark! Below are answers to the most common questions about our custom metal seals, ordering process, shipping, returns, and more. If you don’t find what you’re looking for, please contact our customer service team for further assistance.

I. Product & Customization Questions

1. What materials are your metal seals made of?

Our metal seals are crafted from high-quality materials for durability and precision:

Standard option: Stainless steel (rust-resistant, ideal for regular use)

Premium option: Brass (corrosion-resistant, with a polished finish for formal/corporate use)

All materials comply with U.S. and EU safety standards (no harmful chemicals).

2. What customization options do you offer?

We offer fully personalized metal seals with the following options:

Engraving content: Text (names, logos, slogans, legal stamps), symbols, or custom designs.

Font styles: 15+ standard fonts (serif, sans-serif, script); custom font uploads available (contact support).

Size: 4-16mm (custom sizes on request for bulk orders).

Finish: Polished (shiny) or matte (matte) surface.

3. Is there a limit to the engraving content?

Logos/Designs: Acceptable formats (JPG, PNG, SVG, AI) with minimum 300 DPI resolution. Complex designs (small details, gradients) may require simplification—we’ll send a design proof for confirmation.

Prohibited content: Offensive language, copyrighted logos (without authorization), or illegal symbols (compliant with U.S. and EU regulations).

4. How long does customization take?

Standard production: 2-5 business days (after order confirmation or proof approval).

Rush production: 1-2 business days (additional $15 / €13 fee; select at checkout).

II. Order & Payment Questions

1. What payment methods do you accept?

We accept secure payment methods for U.S. and EU customers:

Digital wallets: PayPal.

All payments are encrypted (SSL) to protect your financial information—we never store full payment details.

2. Can I cancel or modify my order?

Cancellations: Full refund if requested within 24 hours (U.S.) / 12 hours (EU) of order confirmation. After this window, production may have started—cancellations are not permitted (see Refund & Return Policy).

Modifications (engraving, size, address): Request via email within 24 hours (U.S.) / 12 hours (EU) of order placement. Modifications after production starts are not possible.

3. How do I track my order?

Once your order ships, we’ll send a confirmation email with a tracking number, Tracking updates typically take 24 hours to activate after shipping.

4. Do you charge sales tax/VAT?

U.S. customers: Sales tax is applied based on your state (compliant with U.S. tax regulations). Orders shipped to tax-exempt states (e.g., Oregon, Delaware) are tax-free.

EU/UK customers: VAT (20% for UK, varies by EU country) is included in the checkout price (IOSS-registered, no additional VAT on delivery for orders ≤ €150 / £135).

5. Can I place a bulk order (10+ seals)?

Yes! Bulk orders (10+ seals) qualify for discounts (5-15% off, depending on quantity). Contact our sales team (mettlemark.com) for a custom quote, extended production timelines, and bulk shipping rates.

III. Shipping & Delivery Questions

1. Do you ship to my country?

We ship to Worldwide Shipping

4. What if my package is lost or delayed?

U.S. orders: Report delays after 7 business days (USPS First-Class) / 5 days (USPS Priority/UPS) for a carrier claim.

EU/UK orders: Report delays after 7 business days for a claim.

If the package is confirmed lost, we’ll offer a full refund or replacement (see Shipping Policy for details).

IV. Returns & Refunds Questions

1. Can I return a custom metal seal?

Returns are only accepted for:

Defective products (cracked metal, incomplete engraving, non-functional design).

Incorrect customization (does not match your specifications).

Wrong item shipped by the store.

Returns are not accepted for change of mind, personal errors in customization instructions, or minor cosmetic variations (normal for handcrafted products).

2. What is the return timeframe?

U.S. & EU: Initiate returns within 7 days of delivery (defective/wrong items) or 5 days (incorrect customization). Late requests are not processed.

3. How do I initiate a return?

Contact customer service with your order number, photos of the product, and a description of the issue.

Receive a Return Authorization (RA) number and shipping instructions (if approved).

Ship the product back (we cover return shipping for store errors; you cover it for customer errors).

We inspect the product and process a refund or exchange within 7-10 business days.

4. How long does it take to receive a refund?

Refunds are processed to your original payment method within 7-10 business days of inspecting the returned product. Please allow additional time for your bank/payment provider to reflect the refund.

V. Privacy & Accessibility Questions

1. How do you protect my personal information?

We comply with GDPR (EU) and CCPA (U.S.) regulations. Your data (name, address, payment details) is encrypted (SSL) and only used to process orders, ship products, or send marketing communications (with your consent). We do not sell your data to third parties (see Privacy Policy).

2. Can I opt out of marketing emails?

Yes! Click the "Unsubscribe" link at the bottom of any marketing email, or contact customer service to opt out. You will still receive order-related emails (confirmations, shipping updates) as they are necessary for your purchase.

3. Is your website accessible to users with disabilities?

Yes! We comply with WCAG 2.1 AA standards, ADA (U.S.), and EN 301 549 (EU). Accessibility features include screen reader compatibility, keyboard navigation, color contrast, and text resizing. If you encounter barriers, contact our accessibility support team (see Accessibility Statement).

4. How do I manage Cookie preferences?

Click the "Cookie Settings" link in the website footer to accept or decline non-essential Cookies. Necessary Cookies (for shopping cart/checkout) are required for functionality. You can also manage Cookies via your browser settings (see Cookie Policy).

VI. Other Questions

1. How long do metal seals last?

With proper care (avoid dropping, clean with a dry cloth), our metal seals last 5-10 years. Brass seals may develop a natural patina over time (can be polished to restore shine).

2. Do you offer warranty for metal seals?

We offer a 1-year warranty against manufacturing defects (e.g., engraving peeling, metal cracking). The warranty does not cover damage from misuse, wear and tear, or customization errors. Contact support to file a warranty claim.

3. Can I get a replacement for a lost or damaged seal?

Yes! We can recreate your custom seal if you have your original order number (we retain customization records for 3 years). Contact support to request a replacement—you’ll receive a discount on the production fee.

4. How can I contact customer service?

Store Name: MettleMark
Contact Email: mettlemark@outlook.com
Business Address: No. 100-10 Hujia Shan Road, Zhangzhou Investment and Development Zone, Zhangzhou City, Fujian Province, P.R. China