Questions & Answers



The following are some of the most commonly asked questions. If you can't find your answer, please contact our customer service department at:



What Do You Mean By 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 original location.

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 product.
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.

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.

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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, reinstallation, 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 ) or metal.

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 the letters.

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Cleaning & Maintenance

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.

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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.

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Sales Tax

We collect sales tax on shipments within the following States: MN, IA, CA, VA, NV, TX

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Order Processing

 Orders entered after 12:00pm CST, weekends and national holidays are received the following business day.

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Minimum Order

 Our minimum order is $50.00. Orders not meeting the minimum will be charged a $15.00 small order fee.

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Purchase Orders

We accept purchase orders from prequalified, preapproved 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 appropriate.

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Return of Products

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.

Damaged/Missing Items:
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.

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Order Cancellations

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.

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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.

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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 saving.

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How Long Does It Take To Produce My Order?

Lead time, or the days needed for production vary by letter product. Generally, formed plastic letters take around 2-3 business days to make, injection molded around 1-2 business days and cast, cut metal or metal plaques take around 8-10 business days. Should you have specific lead time questions, contact us at 800-804-4716.

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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.

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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 consideration.

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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 pattern.

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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 additional cost.

Large letters over 30" may have to ship by truck freight due to UPS oversize limitations.

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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.

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When Can I Use Double-Face Tape For Mounting Letters?

Gemini uses 3M VHB tape. We recommend double face tape only for interior display letters, thin gauge plaques and laser cut acrylic.

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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.

What we offer

Installation Guides & Videos

In this section you will find helpful installation guides and videos with instructions on how to install each type of letter or plaque.

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FAQ

Find answers to your questions in our frequently asked questions section. Answers to questions about our Guarantee, Return Policy, Art Charges, Production Time and more...

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What's New

Gold Leaf Finish

Gold Leaf Finish Plastic LettersPure 24K gold is applied to any Gemini Formed Plastic or Injection Molded Minnesota Letters. The finish result is not matched by any paint, treatment, or other base metal. Gold Leaf is truly the gold standard of the industry. Completely weather able, installations last a generation before re-leafing is required due to  environmental wear and tear in most applications. Round and prismatic styles are recommended for best results. Contact us for a quote on this process.
Customer Service:  800.804.4716  M-F  9am-5pm CST
Accepted Payment Methods