ENGRAVING & ARTWORK | ORDERING & PAYMENT | DELIVERY & RETURNS
Q. What is the minimum amount I can buy?
A. There is no minimum quantity or dollar spend required, you can buy 1 if that's all you need. No order too small.
Q. Are you online only? or can I see products in person?
A. We are not a faceless organisation, you can visit us instore at our Thornleigh showroom. Our showroom & warehouse contains a very large selection of products to view or purchase/order in person & help you make decisions.
*Note: With the thousands of products available, we cannot hold every single one on hand at all times.
Q. What are the lead times or turnaround for my order?
A. Most products will normally be ready to ship within 3-7 working days. If you need it sooner we can usually help, but please contact us to confirm if the stock/time is available to fast-track your order.
*Note: While we try to avoid it, production times on bulk &/or custom orders may be a little longer, as well as during peak times of the year (you will be notified in these instances).
Q. You say "no hidden costs", what does that mean?
A. Simply put, what you see is what you'll pay;
• Single base prices displayed, not bulk 100/200+ prices
• No additional surcharges at checkout for spending less than 'X' dollars.
• No claims of "free engraving or freight" where it isn't true.
• No post purchase engraving fees (unless product explicitly states engraving not included & provided artwork requirements have been met from the agreed upon T&Cs).
Q. I've seen it cheaper, do you price match?
A. Price matching will be considered on a case by case basis & at our sole discretion. Due to many websites vague nature of what a product does/doesn't contain (ie: engraving) or having extra checkout surcharges or similar, generally the following will be required;
• Written quote/recent invoice
• Australian store with an instock/available item
Q. I've seen a trophy I like but I'd like a different sport/activity figurine on it, is that possible?
A. Yes, The figurines can be changed to another figurine on most multi-part trophies.
Q. Can I get my trophy/award or giftware engraved?
A. Yes, most items we stock can be engraved or personalised (this is included as standard where applicable).
Q. I have a perpetual trophy/award that needs engraving with my details, are you able to help?
A. Yes, we offer a wide range of in house engraving services that will be able to assist you in most circumstances (with a large variety of 'stock' engraving shields/plates & machinery there isn't too much that can't be done) If in doubt, for ease just send through a picture & we can confirm.
Q. I don't know my exact engraving details just yet, what do I do?
A. No need for panic, our products do allow you to enter engraving information but if it is unknown/partial (or bulk amount), you can leave blank & provide the information via email later.
*Note: The longer you leave sending it through can affect the production time of your order.
Q. Can I supply my engraving details by phone?
A. Unfortunately we don't accept any engraving details over the phone. All information is to be placed online directly or sent via email. This makes for a smooth ordering process.
Q. Do you charge setup fees?
A. Generally no. The only time setup fees may be charged are on full custom/from scratch jobs or where logo/redraw requirements have been agreed upon. See 'Artwork' for more information.
Q. What file formats are required for logos/images to be engraved or printed?
A. Our preferred file formats are - .eps (Encapsulated post script), .ai (Adobe Illustrator), .pdf (portable document format) or .cdr (CorelDraw)
*Note: The better quality the original, the better quality the final product. See 'Artwork' for more information.
Our design team will assess the suitability of your uploaded file for engraving/printing & contact you with any issues.
Q. My item has a spelling mistake/error, how can this be rectified?
A. We are all only human & spelling mistakes can happen;
• If it was caused by our error we'll immediately replace the engraved plate or complete trophy if necessary for satisfaction guaranteed.
•Should the mistake have been supplied to us, at our sole discretion we may rectify this at no charge in certain circumstances ie: minor errors &/or small quantities. However should the award be permanently engraved eg: glass/crystal/acrylic etc., these mistakes cannot be rectified/removed no matter how small, and a new item will need to be purchased (as per the terms of the proof approval).
Q. I have changes to my engraving, what can I do?
A. Changes should always be advised as soon as possible. However once your order is submitted/paid/approved it may go into production at anytime (so it is advised to make sure the original details supplied are correct), if your items have already proceeded to the point of completion you will need to pay for replacement plates for your trophies, though at our sole discretion we may rectify this at no charge in certain circumstances ie: minor errors &/or small quantities. Should the award be permanently engraved eg: glass/crystal/acrylic etc., these changes cannot be made no matter how small, and a new item will need to be purchased (as per the terms of the proof approval).
Q. Can I bring jewellery or another third-party item in to be engraved?
A. Our engraving services can be used to assist you, but any item will only be accepted at our sole discretion as not all items are created equal.
Please note that whilst all care & experience is taken in the engraving of these items, we cannot be held accountable for any errors/issues that arise during the engraving process & we will not under any circumstances replace items where something has gone wrong during the engraving process, including but not limited to; material failure (coating/plating bubbles or peels away from base metal), or inconsistencies give an unappealing result due to it's variety or natural properties &/or manufacturing process. Any jewellery or third-party item provided is engraved completely at your own risk.
Items we DO NOT engrave (but not limited to);
• Rings or Bands of any sort
• Unidentified plastics (potential toxicity can cause harm to staff & machinery)
While not all items may be suitable to be engraved/lasered directly or worth the risk, other solutions can often be found to give a quality result.
Items we can engrave (but not limited to);
• Medals (received one at an event & doesn't have any details on it? we can help)
• Timbers (however as a natural product exact finish cannot be guaranteed due to a multitude of variations, even across the same species)
• Glass
• Acrylics
• Metals
Q. How does the ordering process work?
A. With many years’ experience our production system is designed to ensure your order is correct and delivered on time. Your order goes through the following stages;
• Order placement & payment
• Provide your engraving details
• Artwork & product preparation
• Sign off the artwork (doesn't apply to all orders, mostly relevant on items that can't be changed ie; glass/crystal/acrylic/plaques etc.)
• Order goes into production
• Goods are carefully checked & packed
• Balance of payment (if required, ie; selected 'other/unknown' as shipment method & now require dispatch)
• Dispatch of order or advise ready for collection
Q. How can I pay for my order?
A. A variety of online payment options currently accepted are Visa, Mastercard, American Express, Paypal, Google Pay & Apple Pay.
*Note: other payment options like direct deposit, eftpos or cash are available but are unable to be processed through webstore orders.
Q. Do you deliver?
A. Yes, delivery can be arranged Australia wide for all orders.
*Note: There is usually a charge for this service.
Q. I've seen cheaper delivery fees. Why are yours higher?
A. Our delivery fees are just for delivery costs; by default all parcels are shipped 'signature on delivery' for the benefit of all parties & also cover packaging materials etc.
So ours may seem higher, but many times companies offset shipping fees by including it fully or partially into the product prices (so you'll pay it even if using a pickup option).
See 'Shipping' for more information.
Q. Do the trophies come ready for our presentation?
A. Yes, when they leave our store the trophies will be "presentation ready" with all your engraving &/or logos ready to go (you won't have to attach/assemble them yourself).
Obviously for transport/protection purposes most items will be in packaging of some sort, so will need to be unpacked. Bulk orders will usually be marked for ease of finding items.
Q. I selected instore pickup, when/where do I collect my order?
A. You will be notified once your order is complete & ready for collection. It can then be collected from our showroom/warehouse;
Unit 2, 14 Duffy Avenue, Thornleigh, NSW 2120
TRADING HOURS: Monday to Friday 9am to 5pm (Public Holidays Closed)
Q. I received a broken/faulty product, what can I do?
A. Contact us as soon as possible, claims will only be accepted in email format within 7 days of receiving the goods. See 'shipping & returns' for more information.