{"id":4053,"date":"2025-09-03T00:24:26","date_gmt":"2025-09-03T00:24:26","guid":{"rendered":"https:\/\/ca.com.jackson-pacific.plaintextdev.com\/?page_id=4053"},"modified":"2026-03-25T16:50:23","modified_gmt":"2026-03-25T16:50:23","slug":"customer-faq","status":"publish","type":"page","link":"https:\/\/jacksonpacific.ca\/customer-faq\/","title":{"rendered":"Customer FAQ"},"content":{"rendered":"\t\t
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Customer FAQ<\/h1>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Customer FAQ<\/h2>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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WHAT ARE OUR ORNAMENTS MADE OF?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tOur ornaments are made from solid brass that is either 0.3 or 0.5mm thick and then finished with a lacquer to give them a durable finish. We also offer solid stainless steel, copper and 24k Gold flash plated brass as options. \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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WHERE DO YOU SHIP FROM?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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All orders are shipped from our warehouse in Vancouver, BC.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Where are the ornaments manufactured?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tOur ornaments are produced in China at an ISO 9001 certified factory that we have been working with for decades.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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CAN I ORDER A CUSTOM ORNAMENT THAT HAS ALREADY BEEN DESIGNED?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tNo, but we can take inspiration and modify existing items to make it unique for you. \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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CAN I BUY A SINGLE ORNAMENT FOR MYSELF?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tNo, we do not sell retail or direct to end consumers. We only sell wholesale strictly to physical retail businesses. \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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DO YOU HAVE A LOCAL SALES REPRESENTATIVE IN MY AREA?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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We work with several well-known and respected sales agencies and independent sales representatives across the country. If you are interested in getting in-person service, please give us a call at 1-800-545-7077<\/a> or email us at customerservice@jacksonpacific.com <\/a> to find out if we have someone in your area.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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DO YOU HAVE A MINIMUM ORDER VALUE?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Yes, for our custom and name drop programs the MOQ for any item covers the minimum order value. For ready-to-ship stock ornaments, the minimum order is $250.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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WHAT IS THE MINIMUM ORDER QUANTITY FOR A CUSTOM ORNAMENT?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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The minimum order is 288 pcs for all of our custom items except our Multi-layer JFB style items are 432 pcs for a custom ornament.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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WHAT IS THE LEAD-TIME TO PRODUCE A CUSTOM ORNAMENT?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Please allow 30-60 days for art, and 10-12 weeks after art approval for the product to ship from Vancouver, BC.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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WHAT SIZE ARE THE ORNAMENTS?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Many of the designs have unique outer\u00a0shapes, but they are approximately 2 3\/8\u2033 x 2 3\/4\u2033.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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How much do custom ornaments cost?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tThe cost of our custom ornaments varies due to size, complexity and number of colors involved. At the minimum order quantities they range from around $6.00 – $10.00. We offer volume discounts at each 144 pcs interval.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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HOW DO I START THE CUSTOM DESIGN PROCESS?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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You can either call us at 1-800-545-7077<\/a>, or download the custom artwork request form here<\/a>. Send the completed form to us, along with any reference photos you have (a specific building, bridge, etc.) Please tell us the wording you would like to see on the ornament and email to customerservice@jacksonpacific.com<\/a>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Will you send me the design for my approval before production?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Yes, we email you the design for approval before production.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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Can I make a change to the design before I approve it?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Yes, the art can be revised once free of\u00a0charge.<\/p><\/div><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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How much do I pay for the artwork charges?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tWe do not charge for artwork, unless the design is revised two times. At that point the charge is $150 per revision.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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How much are the total die charges, and all other set-up costs?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tWe do not charge for dies, or any other set-up costs. The price quoted on our art approval page will be the complete cost except for shipping. If there are more than seven colors in the ornament, there will be an additional charge of $0.20 per color.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Does the quoted price include individual boxes with the ornaments?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tYes, all of our ornaments come attractively packaged in our iconic red boxes. Custom stories can be added to the back for an additional $0.35.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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How are the ornaments shipped, and how much will the shipping cost be?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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The ornaments are shipped by Canpar Ground or Canada Post. We take care to find the least expensive option available for you.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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When am I billed for the ornaments?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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For new accounts we accept Visa and Mastercard and you\u2019ll be billed when the order ships. To request NET30 terms we require 3 trade references from the gift\/souvenir industry. Minimum order of $500 to apply for credit terms.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tREQUEST A CATALOGUE<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tORDER ONLINE<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tCUSTOM INQUIRY<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tCONTACT US<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

Customer FAQ WHAT ARE OUR ORNAMENTS MADE OF? Our ornaments are made from solid brass that is either 0.3 or<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-4053","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/jacksonpacific.ca\/jackson-pacific-api\/wp\/v2\/pages\/4053","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jacksonpacific.ca\/jackson-pacific-api\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/jacksonpacific.ca\/jackson-pacific-api\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/jacksonpacific.ca\/jackson-pacific-api\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/jacksonpacific.ca\/jackson-pacific-api\/wp\/v2\/comments?post=4053"}],"version-history":[{"count":0,"href":"https:\/\/jacksonpacific.ca\/jackson-pacific-api\/wp\/v2\/pages\/4053\/revisions"}],"wp:attachment":[{"href":"https:\/\/jacksonpacific.ca\/jackson-pacific-api\/wp\/v2\/media?parent=4053"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}