Client Service & Policy FAQ

• General Inquiries & Account Management
• Project Lead Times & Development Phases
• Art & Logo Requirements
• Pricing, Quotes, Base Metal & Precious Metal Adjustments
• Manufacturing Policies: Tooling & Production
• Shipping Tolerances & Warranty
• Legal Protections: Intellectual Property & Indemnification

General Inquiries & Account Management

• Who is my primary point of contact for new or ongoing projects?

  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.

• How do I submit a new order and what happens next?

  To initiate a new project or reorder, please submit all documentation via email to This email address is being protected from spambots. You need JavaScript enabled to view it..

  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.

• How can I check the status of my order or track a shipment?

  For real-time updates regarding order status or to obtain specific tracking information for a shipment, please contact our customer service team directly at This email address is being protected from spambots. You need JavaScript enabled to view it..

• Where should I direct billing inquiries or send physical mail/shipments?

  • Accounts Receivable may be contacted at This email address is being protected from spambots. You need JavaScript enabled to view it. or by calling ext.155.
  • 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

• What are the standard turnaround times for quotes and initial art concepts?

  • 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.

• What is the timeline for tooling and sample approval?

  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.

• How long does the final production phase take?

  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

• What are the preferred file formats for submitting company logos?

  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.

• Why are certain file types (like .jpg or .png) discouraged?

  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.

• Are there costs associated with art development?

  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

• How long is my quote valid?

  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.

• How are fluctuations in the precious metal market handled?

  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

• Does the tooling fee mean I own the physical dies or molds?

  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.

• How are tooling costs determined?

  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.

• How long will my tools be maintained?

  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.

• What packaging should I expect for my finished products?

  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

• Will I receive the exact quantity ordered?

  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.

• What is the warranty policy on Dion products?

  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

• What are my responsibilities regarding the designs I submit?

  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.

• How is liability managed if a third-party claim arises?

  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.

The Acknowledgement, Invoice and Terms & Conditions, together with all relevant drawings and specifications, constitute the entire agreement between the Purchaser (herein referred to as “Customer”) and E.A. Dion, Inc. (herein referred to as “Dion”).

Changes or cancellations of Customer purchase orders in process will be subject to costs incurred to date.

Any date of delivery furnished by Dion to Customer is determined from the date of Dion’s receipt of Customer’s purchase order and its agreement to payment terms as shown below.  The date is only an estimate of the date of delivery and is not a guarantee of a particular delivery date, unless agreed to in writing.  Dion shall not be liable for a failure or delay in shipment

All Dion products will be shipped by whatever means and carrier that Dion considers the most appropriate method of transportation, unless otherwise directed by Customer.  Standard shipping is United Parcel Service (UPS) Ground.  Charges, including insurance coverage, will be added to Customer’s invoice.  Dion’s UPS Shipping program offers an insurance limit that far exceeds the limits for shipping jewelry via normal UPS rates.  If Customer desires to use their own shipper number, or an alternative shipping method, please alert your Account Manager.  If using Customer’s shipping number, risk of loss shall pass to Customer upon delivery by Dion to the carrier.  If using Dion’s shipping number, risk of loss shall pass to customer upon delivery by carrier to the destination.

Errors or omissions in any Dion quotation, acceptance, specification or other document shall be subject to correction at Dion’s discretion.

Customer agrees to pay all costs and expenses, including, without limitation, reasonable attorney’s fees and expenses incurred, or which may be incurred, by Dion in connection with the enforcement of the Acknowledgement, Invoice and Terms & Conditions.

The language of all parts of the Acknowledgement, Invoice and Terms & Conditions will in all cases be construed as a whole in accordance with its fair meaning and not strictly for or against any party hereto.  If any provision hereof shall at any time be declared illegal and/or unenforceable between the parties hereto by a final decree of a court of competent jurisdiction, or by statute, then said part, and that part only, shall be deemed invalid and inoperative between the parties, it being understood and agreed that said remaining parts shall retain full force and effect between the parties.

The Acknowledgement, Invoice and Terms & Conditions contain the entire understanding between the parties and supersede all prior communications and understandings with respect thereto.  The Acknowledgement, Invoice and Terms & Conditions may not be superseded, amended, or modified except by a writing signed on behalf of all parties. Customer expressly agrees to these Terms and Conditions.

Payment Terms and Credit Applications

Payment terms are net 30/no discounts unless otherwise covered by special quotation. All payments to be in US funds. Credit Check required prior to production scheduling.

Credit card payments are subject to a 3% service charge.

Any balance due which is not paid within thirty (30) days shall bear interest at the rate of one and one-half (1.5%) percent per month on the unpaid balance. 
If Dion shall commence any action to collect amounts due, Customer shall indemnify and hold harmless Dion from any and all costs or expenses of collection, including, but not limited to, reasonable attorney’s fees.

Any and all claims regarding quality and/or quantity of shipments must be made within 2 business days of receipt of merchandise.

Credit applicants authorize Dion to verify all information provided on the application, including running credit reports, contacting references, etc.  All information obtained will be held in the strictest confidence.

Accounts needing a credit limit of $10,000 or more may be required to provide additional financial information to allow account approval.

Personal Guarantees or Bank Letters(s) of Credit may be required for orders over $10,000.

Accounts more than 15 days past due (45 days from original invoice date) may be placed on COD status without notice, until a satisfactory resolution is reached.

Certain orders may require a deposit with order and are not cancelable.

In the event of default, collection costs and/or attorney fees will be borne by the Customer.

The often-cited definition of conflict diamonds is the 15 year old United Nations definition of:

“Diamonds that originate from areas controlled by forces or factions opposed to legitimate and internationally recognized governments, and are used to fund military action in opposition to those governments, or in contravention of the decisions of the UN Security Council.”

The adoption (August 2003) of the Kimberley Process (www.kimberleyprocess.com) by the United Nations was a catalyst for the global diamond industry to pledge:

• Include a written guarantee on all invoices that the diamond goods were “Conflict Free”
• Adopt a code of conduct to prevent the buying or selling of conflict diamonds
• Train selling staff about government policies and regulations concerning conflict diamonds
• Keep records of all invoices and have them audited every year

The Kimberley process requires participating governments (74) to ensure that each shipment of rough diamonds be exported/imported in a secure container, accompanied by a uniquely numbered, government validated certificate stating that the diamonds are from a source free of conflict.

These efforts, while attempting to regulate the sale of conflict diamonds, do not prevent the integration of conflict diamonds into the markets. Diamonds are easily transported over national borders and sold. Conflict diamonds are still being sold today in the US and internationally as clean diamonds. Additionally, the narrow UN definition, as represented by the Kimberley Process, does nothing to address other human rights violations, state-sanctioned violence or environmental impacts.

Conflict Free Diamonds

Conflict free diamonds are guaranteed to originate from ethical and environmentally responsible sources. Conflict Free Diamonds are:

• High quality natural diamonds that come from ethical sources with minimal environmental impact and fair labor
• Independently traced from their country and mine of origin with certification available.
• Require the origin to be free from violence, human rights abuses, child labor or environmental destruction

Almost all Conflict-Free Diamonds today originate from Canada (Diavik & Ekati Diamond mines as example) and are verifiable through an independent body, such as CanadaMark, The Canadian Diamond Code of Conduct, or the government of the Northwest Territories.

E.A. Dion, Inc. has delivered quality service and products to its client base since its founding in 1968 by adhering to three core principals.

First Principle: We provide our distributors with top of the industry service levels and products.

Second Principle: E.A. Dion, Inc. places the utmost importance on servicing not only our distributors but also our employees. Success is delivering distributor satisfaction while improving the quality of the work atmosphere for our employees.

Third Principle: We abide by the legal standards established in the United States of America. While the adherence to and understanding of legal and illegal activities is important - so is the understanding of right and wrong. We will not further our growth by committing acts that are wrong.

E.A. Dion, Inc. will conduct its business in a manner that reflects these three basic principles and the resulting fundamental values.

1. COMPLIANCE WITH APPLICABLE LAWs

E.A. Dion, Inc. complies with the legal requirements and standards of the industry under the laws of the United States of America. Further, all products produced at E.A. Dion, Inc. comply with consumer product safety requirements of the United States and Canada and their territories. No merchandise sold by E.A. Dion, Inc. infringes the patents, trademarks or copyrights of others.

EMPLOYMENT

E.A. Dion, Inc. is a success because its employees are considered critical to our success and a strong level of teamwork has developed within the company. E.A. Dion Inc. meets the following terms and conditions of employment:

Compensation

We fairly compensate our employees, providing wages and benefits which are in compliance with local standards and national laws.

Hours of Labor

E.A. Dion, Inc. maintains reasonable employee work hours in compliance with local standards and applicable national laws. Employees shall not work more hours in one week than allowableunder applicable law, and shall be compensated as appropriate for overtime work. Employees are permitted reasonable days off (which we define as meaning at least one day off for every seven-day period - in other words, the employee would work six days and have at least one day off during a seven day period) and leave privileges. E.A. Dion, Inc. maintains employment on a voluntary basis. Forced or prison labor is not tolerated.

Child Labor

E.A. Dion, Inc. does not tolerate the use of child labor in the manufacture of products it sells. We do not utilize any manner of child labor and will not accept products from Vendor Partners that utilize in any manner child labor in their contracting, subcontracting or other relationships for the manufacture of their products. A "Child" for purposes of determining use of illegal child labor, is anyone who is:

a.) Less than 15 years of age; or

b.) Younger than the compulsory age to be in school in the country in which the Vendor Partner is doing business, if that age is higher than 15.

Discrimination/Human Rights

E.A. Dion, Inc. believes that all terms and conditions of employment should be based on an individual's ability to do the job, not on the basis of personal characteristics or beliefs. E.A. Dion, Inc. has a social and political commitment to basic principles of human rights and to not discriminate against employees in hiring practices or any other terms or conditions of work, on the basis of race, color, national origin, gender, religion, disability, sexual orientation or political opinion.

2. WORKPLACE ENVIRONMENT

E.A. Dion, Inc. maintains a safe, clean, healthy and productive environment for its employees and will not do business with any Vendor Partner which provides an unhealthy or hazardous work environment, or which utilizes mental or physical disciplinary practices.

3. CONCERN FOR THE ENVIRONMENT

We believe it is our role to assist in protecting our environment. We encourage our distributors and employees to always Reduce, Reuse, and Recycle. We strive to reduce excess packaging and to use recycled and non-toxic materials whenever possible.

Further, all products produced for E.A. Dion, Inc. must, at a minimum, comply with consumer product safety requirements of the United States and Canada and their territories. If, however, the industry standards exceed the country's legal requirements, E.A. Dion will favor Vendor Partners who meet such industry standards. Vendor Partners shall comply with all import requirements of the U.S. Customs Service and all U.S. Government agencies. Necessary invoices and required documentation must be provided in compliance with U.S. law. Vendor Partners shall warrant to E.A. Dion, Inc. that no merchandise sold to E.A. Dion, Inc. infringes the patents, trademarks or copyrights of others. All merchandise shall be accurately marked or labeled with its country of origin in compliance with the laws of the United States and those of the country of manufacture. All shipments of product will be accompanied by the requisite documentation issued by the proper governmental authorities, including but not limited to Form A's, import licenses, quota allocations and visas and shall comply with orderly marketing agreements, voluntary restraint agreements and other such agreements in accordance with U.S. law. The commercial invoice shall, in English, accurately describe all the products contained in the shipment, identify the country of origin of each article contained in the shipment, and shall list all payments, whether direct or indirect, to be made for the merchandise, including, but not limited to, any assists, selling commissions or royalty payments. Backup documentation, and any E.A. Dion, Inc. required changes to any documentation, will be provided by Vendor Partners promptly.

EMPLOYMENT

E.A. Dion, Inc. is a success because its employees are considered critical to our success and a strong level of teamwork has developed within the company. E.A. Dion, Inc. expects the spirit of its commitment to be reflected by its Vendor Partners with respect to their employees. At a minimum, E.A. Dion Inc. expects its Vendor Partners to meet the following terms and conditions of employment:

Compensation

Vendor Partners shall fairly compensate their employees by providing wages and benefits which are in compliance with the national laws of the countries in which the Vendor Partners are doing business and which are consistent with the prevailing local standards in the countries in which the Vendor Partners are doing business, if the prevailing local standards are higher. 

Hours of Labor

Vendor Partners shall maintain reasonable employee work hours in compliance with local standards and applicable national laws of the countries in which the Vendor Partners are doing business. Employees shall not work more hours in one week than allowable under applicable law, and shall be compensated as appropriate for overtime work. We favor Vendor Partners who utilize less than sixty-hour work weeks, and we will not use suppliers who, on a regularly scheduled basis, require employees to work in excess of a sixty-hour week. Employees should be permitted reasonable days off (which we define as meaning at least one day off for every seven-day period - in other words, the employee would work six days and have at least one day off during a seven day period) and leave privileges.

E.A. Dion, Inc. is committed to sourcing components and materials from companies that share our values regarding respect for human rights, ethics and environmental responsibility.

On August 22, 2012 the Securities and Exchange Commission ("SEC") published final regulations implementing the "conflict minerals" reporting obligations under section 1502 of the Dodd-Frank Wall Street Reform and Consumer Protection Act. The Dodd- Frank Act requires that all publicly traded companies subject to SEC rules report annually on the presence of certain minerals, characterized as conflict minerals, including tin, tantalum, tungsten or gold, in the products they manufacture or contract to manufacture, and demonstrate the proper level of due diligence in determining whether these minerals originated from the Democratic Republic of the Congo ("DRC") or an adjoining country or from scrap or recycled sources.

We are committed to complying with the OECD Due Diligence Guidance for Responsible Supply Chains of Minerals from Conflict-Affected and High-Risk Areas, as well as Section 1502 of the Dodd-Frank Act. As a result, Suppliers to E.A. Dion, Inc. are required to support our efforts in conducting a Reasonable Country of Origin Inquiry (RCOI) and documenting countries of origin for the tin, tantalum, tungsten, and gold that Dion purchases.

E. A. Dion, Inc. is dedicated to protecting our environment and the efficient use of E. A. Dion, Inc. is dedicated to protecting our environment and the efficient use ofresources. Environmental consideration is evident in our manufacturing facility and ourdaily activities. We are committed to minimizing the environmental impact of businessoperations through process and equipment such as:

• LED lighting installed throughout the facility and activity-based lighting switches.
• High efficiency air compressors.
• Closed-loop plating systems, where all processed water is recycled and no water is released into the environment.
• Paper recycling program.
• Use of biodegradable packaging in all our shipping containers.
• Manufacturing processes that minimize waste and other pollution.
• Conducting business operations in compliance with all government and industry environmental standards.

Last updated August 2021