This page provides an overview of the commission process, answers common questions, and offers up helpful tips and suggestions to potential clients.
For specific questions about our painting levels and pricing, see our painting page.
Alternately, you can call us at (919) 295-5703 during regular business hours and we will be happy to assist you over the phone.
Before Your First Commission
Before Your First Commission – Tips To Potential Clients
Having served thousands of clients over the years, we’ve learned a few important lessons. We offer these simple tips for potential clients to ensure a smooth commission process.
- Provide as much information as possible with your request.
Links to specific items, quality pictures, and detailed descriptions wherever possible, will help to ensure both parties are on the same page.
- Have a budget in mind with every project.
Having a designated allotment for every project helps give us an idea of your needs and how best to serve them. We have many levels of painting to help accommodate the budgets of most clients and will tailor a quote to suit your needs.
- Be realistic.
For most of our clients, tabletop quality is perfectly fine for your average, day to day gaming purposes. Consider the cost of materials and any special requests you might have. Rather than request a quote for your dream project of 500 miniatures which will run in the thousands, request a more realistic quote for 50 miniatures. This will give you a good idea of how the commission process works and whether our service is right for you.
The Commission Process
Initial Quote Request
Initial Contact and Quote Request Form
Commissions work best when we have a clear picture of what you want. To help you organize your thoughts (and to get a few basic things out of the way) we provide you with this Quote Request form.
To obtain a quote for services, please click this link to our Quote Request Form. Alternately, you can call us at (919) 295-5703 during regular business hours, and we will be happy to fill out the form on your behalf over the phone.
Questions and Answers
How long after requesting a quote will it take to hear back from someone?
White Metal Games works hard to respond to client requests quickly (usually within one business day) and deliver the most thorough quotes we can.
I’m on a budget!!!
For clients on a budget, we always try to work within your budget when and if we can. We offer many special discounts that can be combined with credits in some cases.
Clients return to us time and time again for the consistent incentive discounts we offer. For ways to not just save but MAKE MONEY check out our Consignment and Trade In/Buy Out (information coming soon) programs. You can even apply the proceeds of your sales to your commission!
Price Lock Guarantee
Our goal is for our final invoice to match our estimate as closely as possible. Estimates generally only change when the client makes changes to their request; such as adding figures, amending items, or requesting additional services. If a mistake is made on our part, we will generally cover the difference ourselves. In the rare case where an oversight is due to a miscommunication, we will discuss the oversight with the client before proceeding.
What is the average turnaround time at WMG?
Most of our projects are in and out the door in about 6-8 weeks. To get an idea of what projects are currently on our painting desk, check out our queue.
We schedule projects on a first come/first served basis, and book projects out a few months ahead of time if at all possible.
|Week 1:||Materials Ordered|
|Week 2–3:||Materials Received
|Week 5:||Project complete
Photo or video presentation
Client approval or changes requested
Final balance paid (if any)
|Week 6:||Models shipped|
*This is an average scenario. For smaller projects, turnaround can be as fast as 4 weeks, or less for Rush Orders. Some larger projects take months to complete; such as massive armies.
Deposit and Scheduling
Initial Deposit and Scheduling the Project
We ask for a 25% deposit on the project OR the cost of materials; whichever is greater. (For example, on a $1,000 project with $300 in materials, we would ask for $300.)
Deposits are generally non-refundable except under extenuating circumstances, especially if materials are ordered for a project.
Installment Payments (only if the project is over $1,000)
For projects over $1000, we will ask for installment payments timed to coincide with project completion. We offer flexible payment terms and we will work with you to set up a payment schedule that is conducive to the means at your disposal.
How to Pay
We offer many ways to pay at White Metal Games, including credit/debit card, PayPal, bank transfers (ACH and wire), and check (cashiers or personal), as well as cash (in person only).
Normally we send you a link to our in-house cart system that corresponds to your deposit amount. From there, just add the deposit item to your cart and checkout as normal.
Please be aware North Carolina residents will be charged sales tax at checkout.If you prefer to not use our cart system, here are other ways to pay:
- Pay by mailing a check or money order to our address. Be sure to include a note!
- Pay via PayPal to: email@example.com
- Pay by phone with a major Credit Card (including American Express) by calling (919) 295-5703 during regular business hours (M-F 9am-6pm ET)
Installment Payments: For larger projects, if you wish to make installment payments you can continue to use the same store link over and over again, or you can specify a different amount and we’ll provide you with a new store link. We credit the payments to your balance each time you make a payment.
Electronic payments can be sent via PayPal to:
PayPal is a trusted, reliable third party payment administrator, with safeguards in place to protect clients like yourself.
For new users, it takes a few days to set up your account and verify your bank account information. Once registration is complete, you can make payments via your PayPal account, or simply use PayPal as a routing mechanism for electronic payments using a credit, check or debit card, an electronic check, or payment transfer from your financial institution.
With the deposit received, materials for your project are now ordered through our reliable system of vendors and distributors. In many cases, this can be the longest portion of waiting to begin a project, as materials from multiple vendors or coming from overseas (such as in the case of many third-party resin manufacturers) will take weeks to arrive.
We continue to update clients each week in regards to their order. In these cases, the update may include the message ‘waiting for materials’ and possibly include tracking information if available.
Getting StartedOnce materials are received we can begin work on a project. This generally starts with assembly, may involve custom conversion work, and segues into painting.
Weekly Updates with Pictures
Throughout the process of your project, we update our clients weekly regarding the status of their order, usually on Monday mornings. In most cases this involves a few WIP (Work In Progress) pictures from our painting bench and a few notes regarding progress over the past week.
At first, we may be waiting on parts to arrive. During peak periods, the clients order may be in the queue and we may not yet be ready to being work, as we finish other client orders. In this case we’ll inform the client what place they currently hold in the queue and give them an estimate of when work will begin on their project.
Our weekly updates also serve as a way to circumvent potential problems should they arise. For example, if a miscommunication has occurred between the studio and client, these updates allow the client to inform us about their concern as the project develops and address their concern immediately.
Bear in mind that WIP pictures are just that, Works In Progress. As we layer paint on models, colors will shift and blend together evenly. Until final pictures are presented to the client no model should be considered finished, despite how it may appear. Oftentimes the final strokes are what make all the difference.
Project Completion and Final Pictures
Once the project is finished, we will take High Definition pictures of all the models in our digital photography studio and present them to the client.
We then post these online, either on our Facebook page or in an online gallery, and send the client a direct link to view them. We will usually remind the client of the Balance Due in the same email, as a means to expedite payment and shipping if they are satisfied with the project.
Client Satisfaction and Changes as Needed
Our weekly updates will allow us to address any problems should they come up. However, once final pictures are presented to the client, changes can still be made to the final project as needed in some cases. While not common, these requests are often minor in nature, such as a particular detail needing a bit more attention to satisfy the client. Our goal is your total satisfaction, and as such we are always happy to make changes if needed within reason.
Constructive Criticism Always Welcome
We welcome criticism of our work, so long as the criticism is constructive. Our goal is to pinpoint client concerns so that they can be addressed directly.
We value everyone’s opinion, however, a comment such as . . .
“I don’t like the way the model looks. It’s not like I want it to be.”
. . is neither constructive, nor helpful. The comment is vague and doesn’t tell us WHAT about the look of the model the client doesn’t like. Is it a color choice, an assembly error, or something else?
On the other hand, comments addressing color selection, technique, or other particulars about the project are constructive and help us to pinpoint the exact client concern. In such a case we would attempt to address the client concern. It could be an issue of technical execution on our part, or perhaps the problem is simply that the clients computer monitor isn’t calibrated properly. Color may look differently on their monitor than it actually appears in person.
In either case, we would remedy the situation to the clients satisfaction prior to requesting final payment.
Final Payment and Models Shipped
Once the client is satisfied with the final pictures of their models, we will submit a request for final payment. Once payment is received, we will securely package your models and ship them to you.
Check out our Shipping page for a detailed explanation of how we ship your models securely.
A few weeks after receiving your order, we’ll send you a brief follow up email to ensure that everything arrived safe and sound. If the package is delayed for some reason, we’ll track the package down and let you know when to expect it.
Bear in mind overseas shipping can take anywhere between two to ten weeks depending on what part of the world you live in!
As good as our pictures are, there is nothing like seeing your models in person. We hear time and time again from clients that pictures don’t do the models justice.
If for some reason you are dissatisfied with your order upon seeing the models in person, let us know and we’ll attempt the find an amicable solution to the satisfaction of all parties, including partial refunds or credits towards future commissions in some cases.
Rush orders are possible, but additional charges may apply in addition to the following conditions:
- No discount on Materials: Any kits, blisters, etc. will be bought at cost from retail stores in our area, if available.
- +25% on Labor: Labor will be calculated at 25% higher, before applicable discounts. This will be presented as a line item titled RUSH CHARGE.
Email us with details regarding your circumstances and we’ll attempt to adjust the situation to the best of our ability.
Incentives for Returning Clients
We offer a 5% labor discount to returning clients, so let us know when you’re ready to set up your next commission. Clients which book a new project and deposit within 30 days of finalizing payment on their last project will earn 8% off in labor, which we call our Keep It Coming discount
Clients return to us time and time again because White Metal Games provides a consistent product with expedient turnaround. We keep detailed painting records, so whether it’s been two months or two years since your last commission, we are well suited to match previous work.