FAQ

What do you mean by lifetime guarantee?

Gemini guarantees all of its exterior rated products for life. This means that should a letter or plaque that fades, breaks or contains any defect, we will refinish or replace the defective materials at no cost to you, as long as the letters are installed in their original location. Please note that our guarantee applies to defective material 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's 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. 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 become scratched, the polyurethane coating can be revitalized using a good car wax. All Gemini exterior rated letters, logos and plaques are designed to last a lifetime. We test all our materials and finishes, refine our coating technology, and deliver a product that we know will last much longer than the life of any other sign you may install. From experience in the field and from our test lab results, we know that our products are designed to last in excess of 10 years without any noticeable degradation in appearance. We know, from many installations around the world, that many of our products last longer than that.

Does Gemini’s guarantee cover letters installed in harsh environments?

Yes. As stated in Gemini’s Warranty Statement, Gemini will replace or rework all exterior rated letters or plaques that fail in the field, but will not cover your costs of removal, reinstallation 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 and finishes 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 considering the regular wear and tear that may affect a sign. Letters made from acrylic are always more prone to breakage than those made from CAB (formed plastic, Minnesota Letters) 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 letter.

What is your return policy?

Most Gemini products are custom-made for customers. But as a service to you, we may offer a credit up to 50% of the original net price, up to $500, should you need to return any goods that were ordered in error, canceled by the end user or not needed. All you do is call customer service for an RMA (return material authorization) number and return at least one half of the product to the appropriate plant, as given to you when you call. You are responsible for the freight for this return, and it only applies to orders under $1,000 net, and only for actual product returned. Items such as art charges, crate charges, paint match charges or mounting patterns cannot be credited. For orders over $1,000, we will have to determine a credit based on the product type and dollar value.

How or when do art charges apply?

Should the art that we receive require no cleanup, we will not add an art charge to your order. Should the art need to be cleaned, your quoted art fee per unique letter or logo will apply. If the art is fairly clean, requiring minimal cleanup, we will reduce the quoted art fee. If you do not want to pay any art fee, please advise us when you place your order. We will then call you if cleaner art is required.

What art files can I send in for quotations or orders?

Gemini’s systems are IBM compatible. The best files to send us are Casmate (.scv), Inspire (.sci), SignLab (.eps), Corel (.cdr), Gerber (.plt), Flexi (.fs) and Illustrator (.ai or .eps), or any vectorized .eps file. We can also convert Mac .eps files. Please be sure to convert to “curves” or “paths” before sending. You can also compress your files for faster email sending by using either PKZIP, WinZip or Stuffit. These files can be sent to sales@GeminiSignProducts.com.

How long does it take to produce my order?

From the time we receive your order, until it is delivered, a few processing steps are involved. Actual lead times can then vary, based on the steps involved with an order, and actual production times.  Some products such as Formed Plastic are produced in as few as 3 days, while other more complex products such as Metal Plaques, may take a couple weeks to produce.  In all cases though, our goal is to provide you with a projected delivery date, and ship your order by that due date. Tracking of orders is also automated with an on-line tracking system, to help you better plan for your installations.

What do you charge for mounting or installation patterns?

Mounting patterns cost $4.25 per letter. Patterns are not sent with orders unless required. All stud-mounted letters or combination-mounted letters will require some type of drilling template to install.

Why are patterns difficult to make for an exact application?

Each installation requires careful considerations 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.

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 available options. In order to make a new pattern, we will need you to return the letters as the mountings are all custom-placed in each letter of an order. Should a pattern be spaced 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.

What size letters do I need to order?

Download a letter visibility chart that has been made for you based upon information provided by Pennsylvania Transportation Institute, Penn State University and the United States Sign Council. Please refer to the complete study for additional information. For further details contact the USSC at 1-215-785-1922.

How will my order be delivered?

Most orders will ship via UPS Ground, at our Guaranteed Ground Freight rate, unless otherwise requested by you, or too large for UPS. You may have your order shipped via air or another common carrier by request (additional charges may apply).

When I condense a Gemini formed plastic or cast metal letter style, why is it considered a custom style?

For all of Gemini's standard formed plastic and cast metal letters, the molds are premade at specific sizes (height and width). Therefore, if any dimension is changed, the premade molds are no longer the correct size for the application and new molds will have to be made, so it is considered a custom letter style.

Why does Gemini send an art approval drawing?

Everyone may interpret a drawing differently. To minimize the possibility of an incorrect interpretation that can result in delays and added costs, Gemini sends an art approval for your review on custom order requests. Production on these orders will not begin until you have signed and returned this document confirming the size, finish, mounting, layout (line length) and material are correct as you requested. Art approval drawings will NOT be sent out for any order with standard Gemini letter styles unless specifically requested.

Why does Gemini always ask for my phone number?

Gemini works with numerous sign companies with the same name. Since most companies do not remember their Gemini account number, the simplest verification information to use is your company's local telephone number. We can quickly access your specific account information to expedite your quote and order process.

How do I know what mounting option to use?

When contacting Gemini for a quotation or order, always let us know the mounting surface where you will be installing the letters, logos and/or plaques, and we will advise you on our recommended mounting option(s) for that surface. If you are installing on a brick (or block) surface, always request in-line for brick (or block) to ensure the studs are aligned to the mortar joints instead of the bricks (or blocks).

When can I use double-face tape and what does Gemini offer with this mounting method?

Gemini offers 3M™ VHB™ tape for smaller interior display letters, thin gauge plaques and laser cut acrylic products. Double faced tape only is not designed for exterior installations or larger pieces. Based on the product type & size, the tape supplied will be a partial coverage of strips or pieces. Full tape coverage is available for an extra fee. Larger products may require use of tape and an exterior-grade adhesive (matched to your material) for a proper installation. For specific information, visit the 3M website for tapes and IPS Corporation website for adhesives.