Client Service & Policy FAQ
General Inquiries & Account Management
Your Account Manager serves as your primary advocate and technical consultant for all project needs. If you have not yet been assigned an Account Manager or are unsure of your current contact, our marketing team will provide immediate direction. For all new clients, an Account Manager is promptly assigned to facilitate a seamless onboarding process.
To initiate a new project or reorder, please submit all documentation via email to
We have a two-stage confirmation process:
1. An immediate system notification confirming we have received your submission.
2. A comprehensive document will be sent once the order is formally entered into our production workflow, detailing the project specifications for your records.
For real-time updates regarding order status or to obtain specific tracking information for a shipment, please contact our customer service team directly at
- Accounts Receivable may be contacted at
This email address is being protected from spambots. You need JavaScript enabled to view it. - Accounts Payable may be contacted at
This email address is being protected from spambots. You need JavaScript enabled to view it. - Our Mailing Address (no UPS or FedEx) is PO Box 2098, Attleboro, MA 02703.
- Our Shipping Address is 33 Franklin R. McKay Road, Attleboro, MA 02703.
Project Lead Times & Development Phases
- Quotes: Typically generated within 24-48 hours, depending upon the technical complexity and specifications of the request.
- Design: The standard window for creative development and conceptual rendering is 5-7 working days.
Development timelines are dictated by the specific manufacturing requirements of the item:
- Emblem Tools/Dies/Molds: 2–3 weeks.
- Ring Molds: 4 weeks.
- Import Tools and Samples: 2–2.5 weeks.
- Lead Strike/Proof: These are available immediately upon the completion of physical tooling.
- Proof Samples: Generally available one week after tooling completion.
The duration of the final production phase is determined by the manufacturing origin:
- Standard Domestic Production: 4 weeks.
- Import Orders: 5 weeks.
While these benchmarks guide our workflow, the speed of these phases is inherently tied to the
quality of the initial design assets provided at the project's inception.
Art & Logo Requirements
To maintain the highest standards of craftsmanship, our Design Department categorizes submitted art as follows:
- Best (Preferred): Vector art saved as .pdf, .eps, or .ai files.
- Acceptable: .psd or .tif files, provided they are 300 dpi or greater.
- Red Flag (Discouraged): .jpg, .gif, or .png files.
Low-resolution file formats, often sourced from the web, lack the technical data required for precision manufacturing. These images appear grainy and distorted when scaled. When "Red Flag" formats are submitted, our Design Department must recreate the artwork from scratch. This not only incurs additional costs but can significantly extend your project’s turnaround time.
Art fees are determined by the type of product, the number of concepts requested, and the inherent complexity of the design. We recommend a consultation with your Account Manager early in the creative process to identify any applicable fees and ensure your project remains within budget. Precise artwork serves as the blueprint for your design, and the technical specifications within that blueprint are what ultimately drive the variables of your customized quote.
Pricing, Quotes, Base Metal & Precious Metal Adjustments
We honor the stability of our pricing by maintaining quote validity for a standard 3-month window. The sole exception to this period is quotes involving diamonds and precious metals, which are subject to more frequent market shifts.
Because precious metal prices change daily, these quotes specify the "Market Price" used as the baseline. To ensure absolute transparency, we provide a Price Adjustment Factor (PAF). This mechanism allows you to accurately calculate any price changes based on the market conditions at the exact time your order is placed. Once pricing is finalized and approved, the project moves into the physical manufacturing phase, governed by our stewardship of your custom tooling.
Manufacturing Policies: Tooling & Production
We employ a "Service Fee" model for tooling, which ensures your exclusive use of custom assets while Dion maintains technical stewardship of the physical materials to guarantee long-term production quality.
No. Die, tool, and mold fees are classified as service fees and do not convey physical ownership of the assets. All physical manufacturing materials remain the property of Dion. However, we guarantee these tools will be maintained for your exclusive and continued use, unless specific conditional use arrangements were established at the time of the order.
Die service fees are calculated based on several manufacturing variables. The simplicity or complexity of the design, the size of the medal, coin, buckle, or medallion, and the specific depth of relief required all influence the final cost. Please discuss these variables with your Account Manager to obtain exact pricing for your design.
Dion guarantees the working condition of all tooling as long as it remains on our premises. To ensure efficient facility management, we reserve the right to dispose of tools without notice if a period of 5 years elapses without a reorder, unless we have been specifically notified to retain them for a longer duration.
Unless specific custom packaging has been indicated in your project requirements, our standard delivery format is an individual polybag for each finished item. The final stage of our partnership involves the precision of delivery and our unwavering commitment to the lifetime quality of your product.
Shipping Tolerances & Warranty
Shipping tolerances vary based on the intrinsic value of the materials:
- Precious Metal Items: We ship the exact quantity specified on your Purchase Order.
- Base Metal Items: Orders are considered complete within a +/- 5% variance. Your final invoice will reflect only the actual quantity shipped.
All Dion products carry a lifetime warranty against manufacturing defects. Should a defect be identified, we will repair or replace the item at no charge. Please note that this warranty specifically excludes damage resulting from normal wear and tear or abuse. As we manufacture products incorporating your unique branding, it is essential to understand the legal framework that protects both your intellectual property and our collaboration.
Legal Protections: Intellectual Property & Indemnification
When submitting any "Submitted Design" the Customer represents and warrants that they:
- Own or possess the rights required to authorize Dion’s use and reproduction of the design.
- Are not infringing upon the trademarks, copyrights, design patents, or intellectual property of any third party.
- Have no knowledge of adverse claims regarding the ownership of the design.
Dion assumes no liability for intellectual property claims related to the use or reproduction of designs provided by the customer.
Under our Indemnification policy, the Customer agrees to defend, indemnify, and hold Dion (including its officers and agents) harmless against any loss, liability, or claim—including legal fees—arising from a breach of these warranties or the manufacture and sale of products using the Submitted Design. In the event of such a claim, Dion will provide timely notice and reasonable cooperation to assist in the defense.