Fequently Asked Questions
DELIVERY
How much is delivery?
$17.95 flat rate anywhere in Australia, no matter the size of your order! Our shipping fee covers the cost of Standard delivery via Australia Post eParcel.
When will I receive my order?
Enter your postcode in the Delivery Calculator (top middle of each page) to estimate your delivery date. We guarantee to dispatch your order in 5 business days or less.
I will not receive my order in time for my presentation according to the Delivery Calculator. What are my options?
Rush orders and express delivery are possible; please contact us on 1300 369 153 to discuss your options.
Can you deliver to a residential address or a PO Box?
Yes, our delivery partner is Australia Post eParcel and they deliver to any Australian address (including PO boxes).
Can I insure my delivery?
Yes. For $10 you can insure your order against damage, loss, or theft in transit; select this option on the payment page.
Will I know when my order is on its way?
Yes. As soon as your order is dispatched we will email you parcel tracking codes to track your order online.
Do you deliver to places outside of Australia?
Our normal delivery area is domestic Australia, however if your order totals more than $500 please contact us with your request as we may be able to help. Shipping costs may be prohibitive; we suggest you use Australia Post’s International freight calculator as a guide.
PICKUP
Where are you located?
You can find us at 2/51 Douglas St, Milton, Brisbane. See our ‘contact us’ page for further details.
Can I pick up my order?
Yes. You can collect your order from our Brisbane showroom at 2/51 Douglas St, Milton.
ARTWORK & ENGRAVING
What type of logo files can I submit?
- .eps (preferred)
- .ai (preferred)
- .cdr (preferred)
- .pdf (preferred)
- .jpg (larger than 50kb)
- .png (larger than 50kb)
- .bmp (larger than 50kb)
Our design team will assess the suitability of your uploaded file for engraving and contact you with any issues.
What is the cost of engraving?
Laser engraving is FREE.
UV Colour Printing is an option on many corporate awards (additional costs apply); option pricing is detailed on individual product pages.
Will I see an artwork proof of my awards?
If you are purchasing from our range of corporate awards (eg plaques, crystal awards, glass awards etc) and honour boards, we will email you a full scale artwork proof within one business day.
All other artwork (eg sports trophies, medals etc) will be proofed in-house by our experienced quality control team unless specified by you (charges may apply).
What are the maximum amount of characters / lines of engraving allowed?
This varies item to item and is dictated by the size of the engravable area; you can find specific details on each product page (noted in ‘specifications’). For each item we’ve allowed what we assess to be the maximum amount while still being readable. Please let us know if you really require more; there’s no additional charge.
What types of engraving / print do you use?
The engraving we use on the majority of our awards is laser engraving – a laser is used to etch your wording either directly into the surface of your award (eg glass, crystal - engraving appears white) or on a plate attached to your award (trophies, medals, plaques etc – engraving appears black). Laser engraving is included in our pricing.
On certain corporate awards we can use full colour UV printing – we use special inks laid down directly onto the surface of the award, which are then cured by a UV light for a bright, textured and durable finish. Awards which can be colour printed are marked with a rainbow banner. Full colour printing costs extra as detailed on individual product pages.
For further information on these (or other) processes please follow these links: laser engravers, full colour UV printers & rotary engravers.
GENERAL
How can I pay for my order?
- Credit Card (Visa, MasterCard or Amex)
- Direct Deposit (EFT)
- Cheque
Your payment security is 100% guaranteed by our banking partner St George, using their fully encrypted, SSL certified Payment Gateway (click here for more info regarding your payment security). For your security we do not retain credit card details. There are no surcharges for online credit card payments.
Can I make changes to my order once placed?
It is important to check your order thoroughly before you submit it. Changes may delay your order and incur additional charges, however we understand that last minute needs arise. Please contact us as soon as you can by phone or email.
I want a repeat of my last order; do you keep that information?
Yes. Please contact us and we can get your order under way immediately.
Do you engrave foreign languages?
Yes. Because of the additional time required to process these orders, surcharges will apply. For Latin foreign language scripts (such as French, Italian, and German etc) add 10%, for non Latin foreign language scripts (such as Chinese, Thai, and Arabic etc) add 20%. You will receive an artwork proof before production.
What if my order is incorrect when it arrives?
We will make every effort to rectify the situation in time for your event as a matter of absolute priority. More information can be found in our Satisfaction Guarantee.
