FAQ
Please take a look this. We might already have the answer! Select the required category and expand the list.
Product Information
What is the most popular holder size?
The most frequently requested holders are the L-size, which fits most medals from major marathons and half marathons worldwide. This size is also used in special sets and with route map.
How to choose the right holder size?
To choose the correct holder size, measure the diameter of your largest and smallest medals and compare this size to the diameter of the magnetic insert on the modular holder. This will help you choose the optimal option. Just be sure to note that only holders of the same size fit together perfectly. If you want to use holders of different sizes, you'll need to separate them into groups and space them apart.
How are the holders installed on the wall?
The modular holders are attached to the wall using the screw and anchor included in the kit. Each holder has its own mounting hole and can be installed independently.
How are the holders connected to each other?
The modular holders are not connected to each other; each has its own wall mount. This allows you to arrange the holders in any order you like, creating beautiful wall compositions. Thanks to their individual mounting points, they can be installed not only directly next to each other, but also at some distance.
Can the holder be attached with double-sided tape?
Yes, the holders can be mounted with double-sided tape. We recommend using double-sided tape with an acrylic backing or PVC foam backing. However, before installing, be sure to estimate the total weight of the holder and the medal to ensure it will work.
Do you create bespoke map designs?
Yes, most of the time I can create something unique for you but during busy periods of the year this isn't always possible. Please contact me to discuss your requirements and I'll let you know if I can do it and what the cost would be.
Is it possible to make a custom design holder?
Custom design and construction of holders are also possible upon individual request. Please contact me to discuss your requirements and I'll let you know if I can do it and what the cost would be.
Order Process
How to place an order?
Choose the holder type you like. If you need personalization, fill out the required form as shown in the photo for this product example. Each personalization form also has a small tooltip (an icon with the letter "i"). Then place your order.
I need to make changes to my order, how?
Your order is placed into production within 12 hours, if you have any changes to make please contact us ASAP. If you order is already in production, unfortunately we cannot make any edits.
Do I get a preview of my order before shipping?
If you place an order with personalization, we always send a preview sketch to your email for approval.
I'm after a different size, do you offer custom sizing?
We can manufacture a holder with a custom size, design, or construction. Please contact us with your proposal.
Shipping
When will my order be ready to ship?
The order preparation time for shipping depends on several factors: the type of product (standard or customized, which requires sketch preparation and approval), the volume of your order (the number of units and product types you selected), and the overall order queue. It can take anywhere from 5 days to 2 weeks. Completely new designs or very large volume orders, as well as orders for large kits, may take longer to prepare 4-5 weeks.
Standard holders of up to 10 pieces per color and size are prepared more quickly.
How long will it take for my order to arrive?
Typically, delivery of an order takes from 14 to 30 days, depending on the recipient country.
Is it possible to deliver my order faster?
Unfortunately, express delivery services are currently unavailable in Ukraine, so faster delivery is not possible.
Duties & Import taxes
Customs duties and taxes are assessed at the discretion of customs authorities upon import, depending on the recipient country. Currently, customs duties for the US and EU countries are paid by us upon shipment. Any other applicable local duties and taxes must be paid by the recipient upon receipt of the order. More information at the link Shipping Policy
Damaged or Faulty Items
My item arrived damaged - what do I do?
We ship orders in secure, high-quality packaging to ensure the safe arrival of your order, however, sometimes damage during transit is beyond our control.
Please take a photo of the item and damage.
Contact us via email at s.kostelov@gmail.com with images attached for us to arrange a replacement.
I received the wrong product that I ordered. What should I do?
We always maintain full control over the order fulfillment process, but sometimes errors may occur with large orders. If you receive the wrong item, please take a photo of the item. Contact us via email at s.kostelov@gmail.com with images attached for us to arrange a replacement.
Policies
Cancellations
We accept cancellations within 12 hours of an order being placed. Please note - we do not accept cancellations for digital orders.
Time and effort is put into every order to ensure a personalized and satisfying customer experience. Therefore, once the design process has started, the order cannot be cancelled.
Exchanges
Fully personalized items or items made to individual request are not subject to return.
Unfortunately, we cannot accept returns on sale items or gift cards.
Returns
We have a 30-day return policy for standard, non-personalized items. This means you have 30 days from the date you receive your item to request a return. More information can be found on the Returns and Refunds page.