Asked Questions (FAQ)

Frequently Asked Questions (FAQ) at Foundry Trust Group LLC – Everything You Need to Know

Your Questions, Answered

At Foundry Trust Group LLC, we understand that ordering personalized gifts—whether it’s a custom Christmas ornament or a personalized mug—comes with questions. You want to be sure that the names are spelled correctly, that the product will arrive on time, and that the quality will be everything you hoped for.

That’s why we’ve created this comprehensive FAQ section. We’ve compiled the most common questions our customer support team receives and provided clear, detailed answers. Our goal is to empower you with all the information you need to shop with confidence and joy.

If you can’t find the answer to your question here, please don’t hesitate to reach out to our 24/7 customer support team. We’re always here to help!

📦 Ordering and Customization

1. How do I place an order?

Placing an order with Foundry Trust is simple and secure. Just follow these steps:

  1. Browse: Explore our extensive collection of personalized ornaments, mugs, and gifts.

  2. Customize: Click the “Customize Now” button on the product page. Enter the required personalization details, such as names, dates, or messages, exactly as you want them to appear.

  3. Preview: Review your personalization carefully. Double-check all spellings, punctuation, and spacing. This is your chance to ensure everything is perfect!

  4. Add to Cart: Once you’re happy with the preview, add the item to your cart.

  5. Checkout: Proceed to checkout, enter your shipping and payment information, and confirm your order.

2. What information do I need to provide for personalization?

The required information varies by product, but generally, you will need to provide:

  • Names: The names you want on the product, in the correct order (e.g., “Mom, Dad, and Liam”).

  • Year: The year you want to commemorate (e.g., “2025”).

  • Special Messages: Any additional text, such as “Our First Christmas Together” or “Baby’s First Christmas.”

For photo products, you will need to upload a high-resolution image. Please follow the photo guidelines provided on the product page for the best results.

3. Can I see a preview of my personalized item before I buy?

Yes! For most of our customizable products, we offer a live preview feature. As you type your personalization into the customization box, you will see a real-time preview of how it will look on the product. This is your opportunity to verify the spelling, font, and placement before you add the item to your cart.

4. What happens if I make a mistake in my personalization?

We understand that typos happen! Because our products are made-to-order and our artisans begin working on them quickly, it’s crucial to double-check your details before submitting your order.

  • Before Order Submission: Please use the preview feature to carefully review all text. This is the best time to catch errors.

  • Immediately After Ordering: If you notice an error within 1 hour of placing your order, contact our customer support team immediately via phone or live chat. We may be able to catch the order before production begins.

  • After Production Begins: If production has already started, we cannot cancel or modify the order. In this case, you would need to place a new order with the correct information. Please see our Refund and Return Policy for details on customer-caused personalization errors.

5. Can I upload my own photo for a custom product?

Absolutely! Many of our products, such as our Personalized Photo Ornaments and Custom Photo Mugs, allow you to upload your own images. Please ensure your photo is high-resolution and follows the guidelines on the product page for the best print quality. Avoid blurry, pixelated, or low-light images.

6. Do you offer bulk or wholesale orders?

Yes, we do! We are happy to accommodate bulk orders for corporate gifts, weddings, parties, and other special events. For information on wholesale pricing and bulk discounts, please contact us directly at tranlethuhuyenamz@gmail.com with the details of your request, including the product(s) you’re interested in and the quantity needed.

🎨 Product Information and Quality

7. What materials are your products made from?

We take great pride in the quality of our materials.

  • 3D Resin Ornaments: Our sculpted ornaments (like the family and animal designs) are made from high-quality, durable, and eco-friendly polyresin. It has the detailed look of porcelain but is lightweight and resistant to chipping and cracking.

  • Round Ceramic Ornaments: Our photo and text-based round ornaments are made from premium porcelain ceramic with a high-gloss, fade-proof finish.

  • Mugs: Our standard mugs are made from premium ceramic with a glossy finish. Our kids’ mugs are crafted from shatterproof, enamel-coated stainless steel for durability and safety.

  • Inks: All personalization is done using permanent, no-smudge ink that is fused into the product’s surface to resist fading, peeling, and cracking.

8. How is the personalization applied?

We use two primary methods for personalization, depending on the product:

  • Hand-Lettering: For many of our resin ornaments, our skilled calligraphy artists with over 10 years of experience hand-letter each name and detail using special permanent ink. This adds a unique, artisan touch to every piece.

  • Fusion Printing: For our ceramic ornaments and mugs, the personalization is digitally fused directly onto the product’s surface using a high-heat process. This ensures the design is permanent, fade-proof, and won’t peel or crack.

9. Are your products dishwasher and microwave safe?

  • Ceramic Mugs: Our standard ceramic mugs are microwave-safe and dishwasher-safe (top rack recommended). However, to preserve the vibrancy of the print for as long as possible, we recommend gentle hand washing.

  • Stainless Steel Kids Mugs: These mugs are dishwasher-safe (top rack recommended) but should not be used in the microwave due to their metal construction.

  • Ornaments: Our ornaments are decorative keepsakes and are not intended for use in the dishwasher or microwave.

10. Are your products eco-friendly?

We are committed to sustainability. Our polyresin ornaments are made from premium, eco-friendly cast resin. We also strive to minimize waste in our packaging and production processes.

🚚 Shipping and Delivery

11. How long does it take to process and ship my order?

  • Processing Time: Because each item is personalized just for you, we require 1-3 business days for production and quality control before your order ships.

  • Shipping Time: After processing, shipping times vary based on the method you choose at checkout and your location. Standard shipping within the US typically takes 3-7 business days. We also offer expedited shipping options.

For the most accurate estimates, please refer to our detailed Shipping Policy.

12. Do you ship internationally?

Yes! We ship our products to customers all over the world. During checkout, you can select your country, and the shipping options and costs will be calculated and displayed for you. Please note that international orders may be subject to customs duties, taxes, and fees, which are the responsibility of the customer.

13. How can I track my order?

Once your order has shipped, you will receive a Shipping Confirmation Email containing a tracking number and a link to the carrier’s website. You can also log into your account on our website to view the tracking information for your order.

14. My tracking number isn’t working. What should I do?

It can sometimes take 24-48 hours for tracking information to update in the carrier’s system after a label is created. Please wait a day or two and check again. If the issue persists, please contact our customer support team, and we will investigate for you.

15. Can I change my shipping address after I’ve placed an order?

We want to get your order to you as quickly as possible. If you need to change your shipping address, please contact us immediately via phone or live chat. We will do our best to update the address if the order has not yet been processed for shipment. We cannot be responsible for orders shipped to an incorrectly provided address.

💳 Payment and Pricing

16. What payment methods do you accept?

We accept a variety of secure payment methods through our partner, Stripe:

  • Visa, Mastercard, American Express, Discover, Diners Club, and JCB credit and debit cards.

  • Apple Pay.

  • Google Pay.

17. Is it safe to use my credit card on your website?

Absolutely. Your security is our top priority. We use Stripe, a Level 1 PCI compliant payment processor, and our entire site is protected by SSL encryption. Your payment information is tokenized and never stored on our servers. For more details, please see our Payment Methods page.

18. Do you charge sales tax?

Sales tax is applied to orders based on the shipping address, in accordance with state and local laws. The applicable tax will be calculated and displayed at checkout before you complete your purchase.

19. Can I use multiple discount codes on one order?

Only one discount or promotional code can be used per order, unless otherwise specified in the promotion’s terms.

↩️ Returns, Refunds, and Exchanges

20. What is your return policy?

We offer a 30-day return policy for most items in new, unused condition. However, due to their custom nature, personalized items are generally only eligible for return if they are defective, damaged in transit, or if we made an error in the personalization. Please see our detailed Refund and Return Policy for complete information.

21. I received a damaged or defective item. What should I do?

We are so sorry to hear that! Please contact us immediately at tranlethuhuyenamz@gmail.com with:

  1. Your order number.

  2. A description of the issue.

  3. Clear photos of the damaged product and packaging.

We will work quickly to resolve the issue, whether that means sending you a replacement or issuing a full refund.

22. I entered the wrong name for my personalized item. Can I get a refund?

Because the error was on the customer’s end, and the item has already been custom-made for you, we cannot offer a refund or exchange in this situation. This is why we strongly emphasize using the preview feature and double-checking all details before placing your order. If you catch the error within 1 hour, please contact us immediately.

23. How long does it take to get a refund?

Once we receive and inspect your return, we will process your refund. You will receive a confirmation email. The time it takes for the funds to appear in your account depends on your financial institution, typically 5-10 business days for credit cards.

🛡️ Warranty and Support

24. Do your products come with a warranty?

Yes! We are proud to offer an industry-leading warranty.

  • Lifetime Guarantee: We offer a lifetime guarantee against hairline cracks in our resin ornaments caused by normal temperature fluctuations during storage.

  • Manufacturing Defects: We cover defects in materials and workmanship. If your product has a peeling print, a broken part due to a flaw, or another manufacturing issue, we will replace it.

For more details, please see our Refund and Return Policy.

25. How can I contact customer support?

We’re here for you 24/7!

  • Email: tranlethuhuyenamz@gmail.com (We aim to respond within 24-48 hours)

  • Phone: +84816677233 (Available during business hours)

  • Live Chat: Available on our website, foundrytrust.online

26. What is your response time for emails?

We strive to respond to all email inquiries within 24 to 48 hours on business days. For urgent matters, we recommend using our phone or live chat support for the fastest response.

🔐 Privacy and Security

27. How do you protect my personal information?

We take data protection very seriously. Our website uses SSL encryption to secure all data transmitted between your browser and our servers. Your payment information is handled directly by Stripe and is tokenized, meaning we never store your full credit card details. For complete details, please review our Privacy Policy.

28. Will you share my information with third parties?

We do not sell, trade, or rent your personal information to others. We only share information with trusted third parties who assist us in operating our website, conducting our business, or servicing you (e.g., shipping carriers, payment processors), as long as those parties agree to keep this information confidential.

📝 Miscellaneous

29. Can I cancel my order?

You may cancel your order for a full refund within 1 hour of placing it, provided our artisans have not yet begun the personalization process. After this window, the order is in production and cannot be cancelled. To request a cancellation, please contact us immediately via phone or live chat.

30. I have an idea for a new product! Can I suggest it?

Absolutely! We love hearing from our customers. If you have an idea for a new ornament design, mug, or any other product, please email us at tranlethuhuyenamz@gmail.com. While we can’t guarantee we’ll produce every suggestion, we carefully consider all feedback and ideas from our community.

Still Have Questions?

We’re here to help! If you didn’t find the answer you were looking for, please don’t hesitate to reach out to our friendly customer support team. We’re real people, based in Albuquerque, and we genuinely care about your experience.

Email: tranlethuhuyenamz@gmail.com
Phone: +84816677233
Live Chat: Available at foundrytrust.online

Thank you for choosing Foundry Trust Group LLC for your personalized gift needs. We are honored to be a part of your special moments.