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Customer Care

Frequently Asked Questions

Products Back To Top ^

How are your pieces packaged?

Most of our items are packaged in special 3.5”x 3.5” gift boxes secured for transportation. Our Wine Bottle Coasters and Picture frame’s boxes are larger. The gift box includes a Love and Care Card and designates the metal enclosed with a little red heart. This card proudly includes our Maine Made Certificate emblem and our address.

Larger items are packaged with care for shipping.

Gift Wrap can be ordered at time of placement for all our items.

Can you give me advice on what size pendant to order to best capture my custom piece location?

We can size any location to any size piece we offer other than our MINI. The larger the piece the more detail will be visible. Should you decide during the proofing approval process you would like a different size than ordered, simply request that change by note in your return email. We will be happy to update your order, resize the proof and credit/charge any difference to your original payment method.

Can I order a graphic that is other than what you show in your graphics set?

Yes! We will work with you designing a custom graphic. Tell us what you’re are looking for in the TELL US MORE box of your order and we’ll get to work designing something for you to approve. Feel free to give us a call or email with more details or requests! We have lots and lots of graphics we’ve already done, chances are we already have one you’ll love.

Can I send you my own map to be used in a custom piece?

No, unfortunately, due to our workshop manufacturing process, potential for copyright restrictions and potential for loss, we cannot incorporate maps provided by our customers.

You are welcome to give us a call if you have something special you’d like to see if we can incorporate into our pieces for you. We are always open to special requests and designs.

What if the image in my custom piece doesn’t look like I remembered approving?

We recommend you take another look at the image approved. We are tight on quality control, but if you feel certain the image is not the image received, please call us! We will review the proof approval with you and if determined that in fact a mistake was made, we will repair/replace your item free of charge. All items must be pre-authorized – so talk to us!

How do I order the same custom piece graphic/location I ordered last time?

This happens all the time when our customers love their pieces! Simply, enter in the TELL ME MORE section of the item you want to order the name the original order was placed under. All customer images are kept on file by first and last name. A proof image will be sent for approval to ensure accuracy.

If I lose one of my set of earrings or cufflinks, can I have a match made?

Yes! Give us a call at 207-221-6807 or send us an email to [email protected] and we can make you a new one. We will need to charge you for the replacement however.

I can’t think of a message, but I DO want engraving on my item, any ideas?

Be mindful of character limits. The more you engrave on a piece, the smaller the font. If you want to give us more information or ask if a specific character can be engraved – simply ask you question in the “TELL US MORE” box when ordering your piece.

Here are some of our favorite examples we have engraved for our customers:

  • Where it all began
  • All my love
  • Welcome Home
  • Thank you
  • Yours
  • Mine
  • Ours Forever
  • Cheers!

Here are some examples based on your favorite locations:

  • Longitude and Latitude coordinates for the location of your choice
  • Home
  • Go Explore
  • Duxbury High School
  • James Madison University
  • Our Happy Place

Here are some more miscellaneous examples:

  • I love you
  • Forever and Always
  • The Kinney Family - 2020
  • You are my shining star
  • October 19, 1999
  • Venture Boldly
  • Captain Tom or First Mate

Can I be notified when you launch new products?

We distribute email newsletters periodically with new product announcements. We also post on social media, especially when we have a new design to brag about. You can sign up for our newsletters by entering your email address in the lower right corner of our website footer.

Shipping Back To Top ^

Where do you ship?

CHART Metalworks ships all of our orders from Portland, Maine. We standardly ship anywhere in the USA, the Carribean and Canada and we can deliver to PO Boxes.

Additionally, we recently added the ability to ship worldwide! The associated International shipping costs are available at check out once you have entered your International shipping address.

Note: If you are outside of the USA and have any difficulty with your order or want to discuss specific shipping information, please email us at [email protected] or call us at 207-221-6807. We want to be sure you are completely satisfied.

USA Shipping Method Shipping Price *(Prices based on shipments up to 1lb.
Shipments of heavier or multiple items may be
subject to additional charges based on USPS guidelines)
Standard 1-6 days* $5.00
Priority 2-3 days $10.00
Express Overnight $25.00
*Depending on your distance from Portland, Maine.  
RUSH Manufacturing Production - $15.00 Expedites production time to 1 Week after Approval.  

What are your preferred shipping carriers?

CHART Metalworks uses USPS for all shipments within the USA unless otherwise specified in your order. International shipment carriers are UPS and FedEx.

Orders Back To Top ^

Where can I purchase CHART Metalworks items?

You can order via our website at www.chartmetalworks.com, via Facebook, calling us at the workshop at 207-221-6807, sending us an email to [email protected], or at any of our very special authorized/partner retail stores throughout the USA, The Carribean and Canada.

How long is your process and when will my order ship?

Most of our items are custom made and when they are, it takes us 1-2 weeks from approval of your proof to ship date. Items that do not contain a custom map/chart or graphic may ship sooner. We do offer expedited delivery options both for manufacturing time as well as means of shipment carriers.

What is the approval process for custom designs?

Within 1-2 business days of your order, you will receive an email from us with a design for you to approve. In some cases you may have multiple options to pick from. Once you have selected your choice or want to communicate further, just respond to that proofing approval email with your comments. Once you reply to us with your final approval, we will get to work creating your custom and perfect piece.

How can I track my order?

As soon as you place your order on our website, you will receive an “thank you order acknowledgement and confirmation of your CHART Metalworks order number. You are welcome to check in with us on its status by email, phone, or via your account.

Once your order ships, you will be sent a tracking number via email to the address provided.

Do you Gift Wrap?

YES! We offer a gift wrapping option for each of our items. There is a check box to select when adding the item to your cart. The gift wrap is an actual recycled map or chart with a branded blue ribbon and bow. If you are ordering more than one of an item but only want one gift wrapped, please enter separate items into your shopping cart. Depending on the size of your item, gift wrapping costs can vary.

Does CHART Metalworks charge sales tax?

We do when we are shipping within the state of Maine.

How can I pay for my order?

CHART Metalworks accepts all major credit cards including Visa, MasterCard, American Express. We also accept PayPal.

Care Back To Top ^

Can I expose my CHART Metalworks item to water?

The graphic in your piece is sealed with boater’s resin and will not be affected by water exposure. Sterling Silver, Bronze and Pewter will all naturally oxidize/tarnish/patina over time. Exposure to chemicals in pools, salt water, sulfer baths, shampoo, perfumes and cleaning products can accelerate and adversely affect your metal. We recommend keeping your piece away from anything harsh. Take off all jewelry before showering. If exposed, rinse under running tap water and pat dry with a soft cloth immediately. Do not expose any item with leather to water.

Return/Repairs Back To Top ^

Do you accept Exchanges, Changes and Cancellations?

Due to the handmade and custom nature of our items, all sales are to be considered final unless determined defective due to our manufacturing process. Any request for return or exchange needs to be discussed with us prior. Please call 207-221-6807 or email us at [email protected] If the item can be re-sold we will issue you an authorization and once received, credited. CHART Metalworks is not responsible for return or original shipping costs.

We cannot accept returns for items purchased from one of our authorized retailers due to the custom nature of their designs.

Orders made on our website can be changed by simply giving us a call or email. If we have not started the manufacturing process and are able to accommodate your change, we are more than happy to!

Orders made on our website can be cancelled if done within the same business day and production and/or shipping has not yet occurred. Any communication regarding cancellation of orders should be directed to us via phone at 207-221-6807 or email us at [email protected] Orders cancelled after initial artwork is sent are subject to a $15 cancellation fee.

In the unlikely event you would like to return a product due to an imperfection we may have missed in our workshop, you can submit your claim within 5 business days after receipt. CHART Metalworks will credit back your item or replace it at no additional cost to you.

CHART Metalworks warranties all Chains, cords, findings and bezels against defects made in our workshop for 1 year after purchase.

CHART Metalworks does not warranty against excessive wear and tear, for example chain breakage due to force or metal exposed to harsh chemicals.

Please use our Love and Care Card enclosed with your item for care recommendations.

What about Repairs – Will you fix my piece?

Sure! We want you to love your piece forever! If you’d like us to replace a chain, fix a jump ring or just give it some love, give us a call or send us an email and we will let you know what we can do to help. 207-221-6807 [email protected]

Handcrafted in Maine
Quality Guaranteed