The following are some of the most commonly asked questions. If you can't find your answer, please contact our customer service department:
What Do You Mean By Gemini Lifetime Guarantee?
Gemini guarantees all of its products for life. This means that should a letter
fade, break or contain any defect, Gemini will refinish or replace the defective
materials at no cost to you as long as the letters are installed on their
Please note that our guarantee applies to defective materials only, as described
in our warranty statement:
The following warranty is in lieu of all warranties expressed or implied.
Specifically, Seller and Manufacturer disclaims any warranty of merchantability
or of fitness for a particular purpose and manufacturer / seller only obligation
shall be to replace such quantity of the product proved to be defective.
Neither seller nor manufacturer shall be liable for any injury, loss or damage,
direct or consequential, arising out of the use of or the inability to use the
Before using, user shall determine the suitability of the product for his or her intended use and user assumes all risk and liability whatsoever in connection therewith.
The foregoing may not be altered except by an agreement signed by officers of
seller and manufacturer.
What is Gemini's Warranty?
When properly installed, Gemini Letters are
guaranteed for the life of the building they were originally put on.
Plastic Letters and Logos
If any letters break or fade, Gemini will replace the defective letters for free.
Exterior letters will get dirty. Varied climatic conditions may impact the
letter finish. Therefore, some regular cleaning may be required. A good
dish soap and water will help return the letters to their original luster.
Metal Letters and Plaques ( Channel, Aluminum, Copper, Brass, Bronze, Stainless Steel, Cast Metal
Letters and Plaques )
Should any metal letter finish fade or corrode, Gemini will refinish at no
charge. Some metal finishes do require regular maintenance to keep their
original luster. Painted, satin and polished letters are clear coated with a
hardened polyurethane, similar to your car finish. This can be cleaned with
a good dish soap and water. If the face gets scratched, a good car polish will
also help bring back the original luster. Painted metal letters are double
coated with a hardened acrylic polyurethane, and then oven baked. This
paint should retain its original luster and not crack for at least 10-15 years.
All Other Letters ( Display, Laminated, Foam, Gatorfoam, GemLeaf, Giclee, Faux
Metal Finish, Gold Leaf and Wood )
Guaranteed to be free of manufactures defects for a period of 1 yr.
Mounting Hardware & Accessories
Guaranteed to be free of manufactures defects for a period of 1 yr.
Does Gemini's Guarantee Cover Letters Installed In Harsh Environments?
Yes. As stated in Gemini's warranty statement - Gemini will replace or rework
all letters that fail in the field but not cover cost of removal,
re-installation, shipping or any subsequent work done on the sign mounting
surface. Therefore it is important to keep the sign's environment in mind when
selecting the material and finish of letters that will be placed there.
Gemini has a wide range of products that stretch from the most stable in UV and
chemical resistance( Formed Letters, Anodized Aluminum and Painted products ) to
the most susceptible to failure when placed in harsh environments ( Polished
Brass, Natural Satin Aluminum and Laminated Letters ).
Impact resistance is also an issue when examining the regular wear and tear that
may be present on a sign. Letters made from acrylic are always more prone to
breakage than those made from CAB ( Formed Plastic, Minnesota Injection Molded )
Despite our best aluminum alloys, powder coats and finishing techniques -
aluminum remains extremely reactive and will degrade when placed in an area with
moderate UV exposure and harsh chemical or excessive moisture contact. The only
way to ensure that aluminum letters do not corrode is to anodize the surface of
What size letters do I need to order?
Below is a letter visibility chart based upon information by Pennsylvania Transportation Institute, Penn State University and the United States Sign Council.
|Viewing Distance||Minimum Letter Height|
|360 Ft. (city block)||16"|
|1320 Ft. (1/4 mile)||57"|
How to Clean and Maintain Your Gemini Sign Letters?
Keep in mind that all exterior letters will require some maintenance to retain
their original luster. All plastic and metal letters should be periodically
cleaned with a good dish soap and water to remove any dirt or pollutants
gathered from the environment. Should the face of a metal letter get scratched,
the polyurethane coating can be revitalized using a good car wax.
What Are Your Payment Terms?
Orders must be prepaid by Check, Cashier’s Check, or Credit Card (Visa,
MasterCard, Discover or American Express cards are accepted). We do not
accept COD orders. For your added security, we use 128 bit SSL encrypted payment
processing on our website so no clear text copies of your credit card
number are transmitted over the internet. Because GeminiLettersDirect.com™ is a
Advanced Advertising Graphics, Inc. store, your credit card statement will
show the name, Advanced Advertising Graphics.
Customers with Credit Terms:
For orders over one-thousand U.S. dollars ($1000), we reserve the right to require a deposit of
fifty percent (50%) before beginning production. A late charge of one and
one-half percent (1.5%) per month, eighteen percent (18%) per year will be
applied to account balances not paid in accordance with our terms. Any
account balances still owing three (3) months after delivery of goods will be
declared delinquent and we reserve the right to take any and all collection
steps, as we in our sole discretion deem necessary or appropriate, to
collect the delinquent balance, up to and including any and all appropriate
legal or equitable action. The cost of such collection efforts, including
but not limited to attorneys’ fees, costs and expenses, will be charged to
the customers account.
Do You Charge Sales Tax?
We collect sales tax on shipments within the following States: CA, MN, IA, NV, TX, VA & WA
Orders entered after 12:00 pm CST, weekends and national holidays are received the following business day.
Our minimum order is $10.00. Orders not meeting the minimum will be charged a $15.00 small order fee.
We accept purchase orders from pre-qualified, pre-approved and established
customers. Placement of an order does not constitute an offer to sell. Each order shall be reviewed on its merits and is subject to acceptance by Seller.
We reserve the right to refuse any purchase order for any reason we deem
What is the Return Policy for Gemini Sign Letters?
Most Gemini products are custom made to order. But as a service to you, for
orders under $1000, should you need to return any goods that were ordered in
error or not needed, we will credit up to 25% of the original net price, up to
$500. All you do is call our Customer Service Dept. for a RMA (Return Material
Authorization) number, and return product to the appropriate plant as given to
you. You pay the freight for the return, and items such as shipping charges,
art charges or mounting patterns cannot be credited.
For orders over $1000 we will determine a credit based on the product type
and dollar value.
Stock items such as hardware and stock Pronto letters can be returned for
full credit less 15% restocking fee if returned in original packaging undamaged and unused.
Any item that is defective due to material defect or manufacturer defects will be accepted for return or replacement. All defective product claims must be made to us within 7 business days of receipt.
Please contact our Customer Service Dept. for a Return Merchandise Authorization
(RMA) number or to make arrangements with one of our customer service
representatives to have the defective item picked up and a replacement item (in
the same material, font, finish, size, etc) shipped to you. Returns will not be
credited without a Return Merchandise Authorization (RMA) number.
Can Orders be Cancelled?
For stock products, cancellation or changes are accepted only within 24 hours of
order date and the order has not left our facilities. If order has been packed
and is ready to ship a restocking fee of 15% will apply. Keep in mind some stock
products ship the same day the order is received. Custom order cancellation
maybe accommodated at our discretion if production has not started but we can
not guarantee that we will be able to accommodate custom order cancellation
requests. Once a custom order reaches the factory floor, we are unable to issue
any refund. Custom orders are ready for production within one business day of
your approval. If you need to add to your order after the 24 hour period, you will need to place another order or contact our
Customer Service Dept. at 800-804-4716 and we will do our best to accommodate you.
How or When Do Art Charges Apply?
Should the art you supply require no clean up, we will not add an art charge to
your order. Should the art supplied need to be cleaned or converted to useable
format, we will contact you with a quote for art charges for your approval.
What Art Files Can I Send In For A Quote or Order?
We are Windows based and require a Vector art file such as .EPS or Adobe
Illustrator - .AI. All text must be converted to curves or paths prior to
How Long Does It Take To Produce My Sign Letter Order?
Lead time, or the days needed for production vary by letter product. Generally,
formed plastic letters take around 3-5 business days to make, injection molded
around 3-5 business days and cast, cut metal or metal plaques take around 10-12 business days. Should you have specific lead time questions, contact us at
Do I Need a Mounting or Installation Patterns/Templates?
Patterns are NOT sent with orders
unless ordered. All stud mounted letters or combination mounted letters will
require some type of drilling template to install. WE HIGHLY RECOMMEND ORDERING
A MOUNTING TEMPLATE/PATTERN WITH YOUR ORDER. Mounting patterns can not be
produced once the order has shipped without returning the letters back to us.
Why Are Patterns Difficult To Make For Your Exact Application?
Each installation requires careful consideration of many options. Issues such as
available space, visible restrictions, building obstructions and artistic
interpretation play a part in determining the best layout for your letters. For
Gemini to space a mounting pattern, that meets all of your specific
requirements, a detailed drawing is needed. Spacing or kerning of letters is an
art. Please be advised that no two patterns will match due to this
Can I Return A Pattern For Credit?
Mounting patterns, like letters, are custom made to your specifications.
If you have a problem with a pattern, please call us to discuss options. In
order to make a new pattern, you will need to return the letters to us as the
mountings are custom placed in each letter per order.
Should a pattern be placed or spelled wrong, just return the pattern to our
sales office for evaluation.
Please note that most letter installations will require some adjustments to
letters once the holes are drilled even with a perfectly punched mounting
How Will My Order Be Delivered?
Most orders are shipped by UPS Ground service unless otherwise requested.
It is your option to ship via expedited air freight if you choose to at
Large letters over 30" may have to ship by truck freight due to UPS oversize
How Do I Know What Mounting Option To Use?
Choose the mounting method that will best suite your installation surface. If
not sure of the best method for your application, contact us with the details
and we will recommend the best mounting method for your application.
When Can I Use Double-Face Tape For Mounting Letters?
Gemini VHB tape. We recommend double face tape only for
interior display letters, thin gauge plaques and laser cut acrylic.
Can I Get A Sample?
You can purchase a single letter of any desired material or finish available. We do not offer "free of charge" samples. Production time is the same as with regular orders.