FAQ

GENERAL

Q: What is the Best Way to Contact Pins by Frank?

A: You are invited to choose:

  • Calling at 401-943-8925
  • Email Marie@pinsbyfrank.com
  • Use our “Order Now” form

Hours: 8:00 AM to 8:00 PM Eastern Standard Time
Address: 250 Meshanticut Valley Pkwy, Cranston Rhode Island 02920

Q: What shipping methods do you offer?

A: We primarily ship with USPS unless another carrier is requested.

Domestic shipping & handling options:

  • USPS First Class: 13 oz or under, (3 to 5 days)
  • USPS Priority Flat Rate: (2 to 3 business days)
  • USPS Express

International shipping options:

USPS International (cost based on country selection and weight.)

Q: What is the cost of Shipping & Handling?

A: Cost of Shipping varies based on weigh and destination. When a complimentary estimate is prepared, S&H costs are also provided

Q: Can I place my Order over the phone?

A: Yes, you can call Marie Bouchard at 401-943-8925. We can accept payment by Credit card using PayPal.

Q: Can I have my order shipped to a Post Office Box?

A: If you are shipping USPS you can ship to a PO Box. If your order weighs over 13 oz. we can ship your order USPS Priority.

Q: Will I need to be home to sign for my package?

A: No, unless you have specifically requested for your order to be signature required, you will not need to sign for your order.

Q: How can I pay for my order?

A: You can place your order online with any major credit card, by using PayPal. You can also send a check or money order to the address above. Orders cannot ship until payment is collected. Send your check with details of your order to:

Pins by Frank
250 Meshanticut Valley Pkwy, Cranston RI 02920.

Please contact Marie at 401-943-8925 with any questions you may have.

Q: Will I be charged tax?

A: All orders shipped outside of Rhode Island are not charged sales tax. If you are Shipping within Rhode Island and are tax exempt, please email your tax exempt letter to Marie@pinsbyfrank.com with your invoice number. Payment is due within 30 days of billing. Orders not paid within that time may be accessed a late charge and future purchase orders will not be accepted.

Q: I am local, may I pick my order up?

A: Yes, you can pick up your order at our office. If you are picking up your In-stock Order, make sure to place your order online ahead of time and give us a call so we are able to remove the shipping cost from your order and give you an estimated pick up time. If you are picking up a custom order, let Marie know in advance and she will contact you when your order is complete.

Q: I am local, may I come by and shop at your store?

A: No, unfortunately we do not have a store or a printed catalog. Our products are available to view and purchase online only. All of our in-stock product lines and pins are listed on our website, www.pinsbyfrank.com to view at any time. Pricing and a description for each item is under the picture. In our Custom Made Section, there is a page with many examples of our custom made pins. A free quote is available for Custom Made Pins by emailing marie@pinsbyfrank.com.

IN-STOCK ITEM QUESTIONS

Q: When will my order be shipped?

A: Once an in-stock order is paid, it will be shipped the next business day. At the time of shipping, tracking information will be emailed to you. A hard copy of your invoice will be included with your order.

Q: Can I have my Invoice emailed to me?

A: Yes, we are happy to email you a copy of the invoice. It will also be included with your order.

Q: Is there a minimum for In-Stock items?

A: No, there is no minimum for in-stock items. There is a price variation that provides greater discounts for larger orders. Under each picture of in-stock items you will see the price per piece for 1 to 11 pieces, 2 to 99 and 100 or more.

Q: What is your return policy for in-stock items?

A: We will accept returns within the first 15 days of your purchase. We will refund you for the amount of your item(s) less shipping. Please contact us prior to returning your item(s) so we can discuss the reason for your return. Once we receive your item(s) we will issue your refund.

Please send all returns to:
Pins by Frank
250 Meshanticut Valley Pkwy. Cranston RI 02920

Q: How do I cancel my In-stock product order?

A: As long as your in-stock order has not yet shipped, we can cancel your order. Please give Marie a call at 401-943-8925 or send an email to Marie@pinsbyfrank.com.

Q: Can I add to my order once it has been placed?

A: Once you have submitted your order, you can add to it or change it as long as it has not been shipped. Call Marie at 401-943-8925 or email marie@pinsbyfrank.com to discuss the changes you would like to make.

Q: Where are your in-stock products made?

A: All of our products are made in the USA, specifically Rhode Island.

Q: Can I check the status of my order?

A: We invite you to feel free to call or email at any time throughout the ordering process. We are here to answer any question you may have.

Q: Do you offer discounts for large orders?

A: Depending on the size of the order and the item, we may be able to offer further discounts for high volume orders.

Q: Can you provide me with a price quote for in-stock items?

A: Yes, we are happy to provide a quote for any of our in-stock items. The quote will also include the cost of S&H. We will need you name, email address, shipping address, the number of pins you would like, a description of the pin & your “need by “ date.

CUSTOM PRODUCT QUESTIONS

Q: Is there a minimum number of pins required for a custom made order?

A: Yes, custom made orders require 150 pieces.

Q: How long will it take to complete my order?

A: Generally we require 5 to 8 weeks to complete a custom made order. We are generally closed the week of the 4th of July and Christmas week.

Q: Do you make the pins in the USA?

A: All of our products, in-stock & custom are made in the USA, specifically Rhode Island.

Q: Will you recreate a logo or symbol that is well known?

A: We do require that you have licensing approval for such items.

Q: What kind of image will you need?

A: We will need artwork to know what you would like to make. If you have vector artwork, great. If not, a picture or logo or any image that gives us the details we need to create your custom made pin will be fine.

Q: Will you show me a sample before you make the pins?

A: Before making any custom made pin, artwork will be created and sent to you for approval.

Q: Will I have a choice of finish?

A: Yes, you can choose from a variety of finishes. gold, silver and copper are our most popular choices. Also popular are antique gold, and silver.

Q: Can you outline the process for making custom made pins?

A: We will start with providing a complimentary quote based on the number of pins needed, the number of hand painted colors required, the size of the pins and the “need by” date.
Once the quote is approved we will proceed to create the artwork, which you will view and approved. If the pins require painting, we will need to know the PMS (Pantone Matching System) colors or you can provide a sample of the color you would like. After artwork approval, a model and mold will be made, then the pins are cast. Please note that our pins are made from white metals and are lead free.* Once the pins are cast (made) they will go to be tubbed and plated. (Applying the finish you have selected.) Once the pins have their finish, if there is paint to be done, they will be hand painted. If there are multiple colors they will need to dry for a day after each color is applied.

*To the extent possible.