FAQ - Shape Innovation Frequently Asked Questions

Hours & Location
We are open Monday-Friday from 8:00am to 4:30pm, Eastern Standard Time.

Our address is:
Shape Innovation, Inc.
723 Industrial Blvd.
Baldwin, GA 30511

Please note we do not operate a customer facing facility. Please call ahead if you wish to pick up your order in person.

A rush fee of $25 or 25% is required for next day shipping and $50 or 50% is required for same day shipping.

To receive a quote on your project please call us at (404) 219-2597 or Request A Quote and someone will contact you about your project as soon as possible. Due to the custom nature of our products, general pricing is not available on all of our products. Please see the individual product pages for price lists on stock items such as EPS foam balls and spheres and Styrofoam balls and spheres, cake dummies, floral and sign letters. Custom orders typically require a deposit that will be specific to the individual job.

We require a 50% non-refundable down payment in order to secure a project.  Because we are a custom operation, if the project is cancelled by the customer for any reason at any time after this down payment is made, this amount will be kept to cover our expenses including but not limited to, design, project discussion including meetings and planning and materials ordered.  We also reserve the right to not refund down payments made because once payment is secured, we stop taking other jobs that would affect the agreed upon lead time that was arranged regarding your project.  The balance of the job, including shipping/handling is due before items ship out of our facility. Any customer who is setup on terms is required to pay within those term limits or by pre-arranged due date. If the balance is not paid within those term limits there will be a minimum of 10% of the total added to the balance as a late fee. 

Methods of Payment
We accept American Express, Mastercard, Visa and Discover.

And additional 3.5% is added to orders paid for with credit cards.

We charge a $25 fee for any returned checks or declined credit card transactions.

What is the difference between EPS foam and Styrofoam? 
EPS or Expanded Polystyrene foam is white, light-weight, closed-cell bead foam. It is the same material that foam coolers are made of. We utilize mostly 1 lb density (per cubic foot) EPS foam. We do offer denser foam if your project requires it. EPS foam is often mistakenly referred to as Styrofoam. Styrofoam is a brand name of the DOW Chemical Company and comes in many types. Although we primarily use EPS foam, we do offer several options in Styrofoam as well. 
Coating and Painting
We offer "Hardshell Coating", a spray-applied, polyurea hard-coating that is designed to protect EPS foam shapes from damage including thermal expansion, water intrustion, or direct impact. This can be applied to most any of our products, and is applied in-house. Items that have been "hard shell coated" can be painted with most any type of paint. Our raw EPS foam shapes can be painted with any water-based paint.

Stock items are returnable within 30 days from purchase date, subject to a 35% restocking fee. Customer is responsible for return shipping charges. Custom products are not returnable or warrantied. Because of the varied nature and use of our products, we are unable to offer warranties.

Rush Orders
Orders are processed on a first-come, first-serve basis. If your order requires us to move you ahead of another customer to meet your deadline, you will be charged a 5-10% rush fee, or a minimum of $25.

Customers are welcome to come to our location and pick up their order. 

We ship USPS, UPS Ground or LTL freight lines, depending on the size of the order. We are happy to utilize another shipping method if you have an account with another carrier.

Delays due to weather or events beyond our control are not eligible for refund or credit.

International Shipments
We use the US Postal Service for small international shipments, and freight carriers for larger orders. There is a $15 minimum shipping charge on all international shipments. Shipments sent other than through the US Postal Service are subject to applicable import fees.

FedEx & USPS Shipments 
Orders are shipped either USPS or FedEx Ground unless other arrangements have been made. Depending on the size of the box, packages are billed either by actual weight (smaller boxes under 5,184 cubic inches), or are billed based on dimensional weight/volume (boxes over 5,184 cubic inches). Dimensional weight applies to foam and Styrofoam because it takes up more space than it weighs. We ship in the smallest boxes possible to reduce costs. All orders are subject to a $12 minimum shipping charge. 

Freight Shipments
Orders that are too large or heavy to ship via UPS will be shipped via freight lines. All freight shipments are subject to a $150 minimum charge.

Crating Charges: If your order requires that a crate be built for your order, an additional charge will apply.

Additional Charges: Examples are: residential deliveries, inside deliveries, lift-gate service, high-traffic locations (such as congested metropolitan areas), guaranteed delivery dates, delivery appointments, rural locations, etc. If any of these services are utilized but not included in the original freight charge, they will be billed separately after we receive notice from the carrier. The fees for these services typically range from $50-200 each. Estimated freight quotes do not include these additional services. Please make sure to let us know if you will require an additional service when placing your order.

Rural Deliveries: Please be aware that some rural delivery locations are sometimes subject to longer transit times than normal. Sometimes carriers make arrangements for smaller trucking companies to deliver to these areas. They negotiate delivery dates of 1-5 times per week rather than daily delivery service.

Guaranteed Date Deliveries: In the rare circumstance that a shipment does not make its guaranteed delivery time, only the original shipment cost will be refunded. Any additional fees the receiver incurs due to a late delivery will be the responsibility of the customer. Delays due to weather or events beyond our control are not eligible for refund or credit.

Damages: Please report any damage to the carrier immediately upon receipt of your merchandise. All claims must be filed directly with the carrier within 15 days of delivery. Shape Innovation, Inc. will not be able to file your claim.