Below are the answers to some of the more common questions we get. Please feel free to call our office or use the form on our "Contact" page if you have questions that are not addressed here.
Frequently asked questions
How do I place an order?
Can I place my order over the phone?
Yes! We prefer that first time orders are placed by email or using the online order form but we are happy to take your reorder over the phone. To expedite the ordering process and insure accuracy, please have the information from your previous order handy when calling. This includes invoice or order ID number, business and/or contact name and approximate order date.
Can I order using a PO?
You are welcome to place your order using a Purchase Order, however, PO’s are not accepted in lieu of pre-payment. Our pre-payment policy does apply to orders submitted on a PO.
How do I check the status of my order?
You may check the status of your order by contacting customer service at 800-750-9915 or by using the “contact us” form. You can also inquire by email at firstname.lastname@example.org. Please be sure to have your invoice # available when calling or emailing with questions about your order.
What if I need to cancel my order?
You can cancel your order without penalty if you cancel before your proof has been emailed. If you cancel your order after you receive a proof, you will be refunded the purchase price of the order minus a $25 proof deposit. Orders that have already been printed and/or shipped may not be canceled.
What is the payment policy?
We require prepayment on all orders. This eliminates the need for an accounts receivables department and helps us keep our costs low so we can pass the savings on to you!
How do I pay for my order?
Will I get a proof of my design before my wooden nickels are printed?
Can I get samples of the wooden nickels with my custom design?
Yes! We do offer pre-production samples. If you would like to receive samples of your custom wooden nickels before placing your full order, a $25 proof deposit, plus $15 for 10 custom samples and shipping, will be billed and must be paid prior to the samples being produced and shipped. When you are ready to place your order, the $25.00 proof deposit will be applied as a credit to your order invoice. This proof deposit is non-refundable if no order is placed once the prood has been emailed. The cost of the samples and postage is non-refundable once the samples have been produced. Production time for Custom Samples is 5 business days.
What is the production time?
While we make every effort to process orders as quickly as possible, our typical lead time is 2-3 weeks for delivery from the date payment is received. Spring and summer are exceptionally busy times of year for us, and production times are sometimes extended so please be sure to allow plenty of time if you are ordering for an upcoming event or promotion.
Is rush service available?
Rush options are available for an additional fee and are subject to availability. If you feel you may need rush production, please contact customer service with your delivery requirements so that we may check availability and calculate the best rush option to meet your needs.
Is there a charge for you to set up my design?
Typesetting and graphic design services are provided at no charge on paid orders. However, if any design you provide requires major modifications to insure it meets our art requirements, you may be charged an art fee of $20 per hour with a 1-hour minimum. To avoid any extra charges, please see our art requirements under the Product Info tab.
What is the difference between a logo fee and a set-up fee?
Do you ship international?
Yes! We ship wooden nickels all over the world! Orders shipped within the continental US are usually shipped by UPS ground. We also ship express and by Post office when requested. International shipments normally ship by Post Office unless you request a different shipping method.
Can you ship my tokens on my shipping account?
How do I track my shipment?
You will receive an email from UPS with your tracking number and estimated delivery date. Please note, UPS emails are not sent until the close of business so you will not receive the email until the evening of your scheduled ship date. *Note, if you used a shipping service other than UPS you will need to contact customer service and request tracking information.
How much does the shipping cost?
Our shipping rates are posted under the "Product Info" tab. Our posted shipping/handling rates are for standard and express domestic shipments and standard international shipments. International express shipping rates are calculated based on shipping weight and destination. Please contact customer service for an international express shipping quote.
What is aligning?
What is the difference between aligning and centering?
Will my serial numbered tokens be packaged in sequential order?
No. Consecutively numbered orders are normally packed bulk and are not kept in any particular order. The numbered wooden nickels can be kept in general or exact order, however, this does require special handling and is subject to additional charges and production time. Please contact customer service for pricing.
Why don't I see any examples of wooden nickels with white printing?
We do not use white ink. Any part of your artwork that is white will not print and the natural wood will show in place of the white.
What are the museum hours and admission fee?
The museum is open by appointment only. Appointments are available between 10 am and 7 pm, Monday through Friday and between 12 pm and 5 pm on Saturdays. The museum is closed on Sundays. We ask that you schedule your tour 3 business days in advance and give us at least 1-week notice for holiday appointments so that we can make the necessary arrangements to be open. Museum admission is FREE! Can's make it during appointment times? You can also visit the museum website at https://www.wooden-nickel-museum.com/ to take a virtual tour!
What can I see at the museum?
The Wooden Nickel Historical Museum has thousands of wooden nickels on display. The displays are set up by category, with categories such as music, transportation, international, schools and youth organization to name a few, and each display is enhanced with antiques and other trinkets specific to that category. In addition to the Wooden Nickels, visitors to the museum can also see an antique printing press (just like the ones we use to print the wooden nickels), a working Nickelodeon, the Wooden Nickel vault, life size buffalo sculptures, and, best of all, the World’s Largest Wooden Nickel!
Can I see the Wooden Nickel being printed?
Yes! Our print shop is behind a large window so if you visit during regular shop hours (10 am - 4 pm, Mon-Fri) you can watch the magic happen as the wooden nickels are printed on our 1885 Chandler and Price letter presses.
Are wooden nickels suitable for small children?
Wooden nickels are 1.5” in diameter (the size of a poker chip) and can fit perfectly into little mouths. They are also relatively thin and can be broken with moderate force, presenting a choking hazard for small children so they are not recommended for kids under 3 years of age.
How long will the imprint last on the wooden nickels?
The ink we use absorbs into the wood and does not fade or rub off with usual handling. Even if the wooden nickel gets wet, the ink will not wash off. The wood will expand and warp but the design will still be there.