FREQUENTLY ASKED QUESTIONS
DELIVERY
ORDERING INFORMATION
PRODUCTS
ARTWORK & ENGRAVING
CUSTOMER SUPPORT
DELIVERY
How much is delivery? How long does it take?
We deliver your order for a flat delivery fee of just $15.95 to anywhere in Australia!
Our production time is 5 business days; this is how long before your order will be dispatched from our Brisbane location. AwardsandTrophies.com.au uses Australia Post eParcel, Australia's most reliable courier system, to deliver your parcel throughout Australia. The map below shows Australia Post eParcel estimated delivery times from our production facility in Brisbane.
Whilst we can't guarantee exact delivery times, we can guarantee that we will dispatch your order no more than 5 business days from the date of order placement. On the day it's sent you will receive an email from us to tell you it's on its way; this will include your parcel tracking code and a link to the eParcel tracking website so that you can find out the exact status of your delivery.
What method do you use to deliver my order?
AwardsandTrophies.com.au uses Australia Post eParcel, Australia's most reliable courier system, to deliver your parcel throughout Australia. Australia Post eParcel is also the only delivery system able to deliver to a business, residential or post office box address. After your order is dispatched, you will be emailed with a parcel tracking code and a link to the eParcel tracking website, should you need to track the status of your delivery.
If your delivery address is within the Australia Post Express Post network then it is possible for us to send your order via Express Post so that it reaches you the following day. While we deliver your order Australia wide for a flat rate $15.95, if you specifically request Express Post we may require you to pay additional postage costs for bulky or heavy items. Please request this service in the additional comments section (at the end of the order process, just before the payment page) while placing your order and we will contact you should additional fees be applicable.
Can you deliver to my house?
Yes, although it is always preferable to deliver packages to a business premises. Why? It is much safer as it allows for someone to personally receive the package.
Is my delivery insured?
You can choose to insure your delivery with comprehensive transit insurance when you place your order for an additional $7.45. Rest assured that your order is well packaged to reach you in mint condition, after all we've shipped thousands of orders all over Australia with only a very small percentage of damage. If you choose our transit insurance, you're covered for the unexpected and your order will be replaced as a matter of priority.
Do you deliver to places outside of Australia?
We mostly only accept orders for delivery within Australia, however you can send us an email with your request and depending on what you need we'll see if we can help you out. Delivery charges for overseas deliveries will not be at our standard flat rate of $15.95 and will be dependent on Australia Post's charges to that destination.
Can I collect my order to save on delivery charges?
You may choose the 'PickUp' option when placing your order to save money and collect from our Brisbane showroom during opening hours.
What if my order is delayed, lost or damaged when being delivered?
Your satisfaction is our primary focus which is why we use the best and most reliable courier (Australia Post eParcel) to deliver your order. When your order is dispatched from our location in Brisbane we will email you to let you know it's on its way; we'll also give you the parcel tracking code and a link to the eParcel tracking website so that you can find out the exact status of your delivery. If your order arrives damaged and you have chosen the tranist insurance option (see the question above 'is my delivery insured?') when placing your order, please contact us and we will replace your order as a matter of priority.
ORDERING INFORMATION
How many days from the placement of my order to the time my order is dispatched?
We guarantee we will ship your order no more than 5 business days from the day you placed your order, providing we have received payment from you and you have approved the artwork proofs we have emailed to you. We've never had to stay up until midnight to get an order out on time, but if that's what it takes, rest assured that's exactly what we'll do!
I need to make a change to an order I have already placed. How can I do that?
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 and we will determine the best course of action.
How do I check the status of my order?
Your order will be completed within our 5 business day production time. When your order is dispatched from our Brisbane location we will email you to let you know it's on its way. We'll also give you the parcel tracking code and a link to the eParcel tracking website so that you can find out the exact status of your delivery. If you need to make changes or additions to your order please contact us as soon as possible.
What if I want to order the same as last time? Do you keep that information?
If you have previously ordered from us, you can log in to your account (the account log in button is on the red stripe at the top of every page) using your email address and password (don't worry if you've forgotten your password, this can be emailed to you). On your account page you can view previous orders. As many products that we offer vary from year to year we are unable to guarantee that we can duplicate orders, although 90% of the time this is possible.
How do I pay for my order?
When ordering awards and trophies on this site, you can pay by credit card (Visa, MasterCard or American Express). You'll be pleased to know at AwardsandTrophies.com.au you won't get charged a fee for using your credit card. If your order totals more than $200 you can also choose to pay by cheque, EFT (electronic funds transfer) or payment on pickup. If you choose cheque or EFT, your order will not leave our premises until the funds have cleared in our account, so please ensure payment is prompt so as not to delay your delivery.
Do you discount for buying in quantity? Is there a minimum order size?
At AwardsandTrophies.com.au we believe you should be rewarded for buying in volume. On every product description page, a table to the right of screen details the pricing per item for different quantities , from 1 item to 250 + items (just look for the 'Buying in Quantity' symbol like the one above). The more you order, the more you save! There is no minimum order value, if you just want to order 1 award, that's fine.
PRODUCTS
What is a resin trophy?
Resin trophies are a moulded from a synthetic plastic compound and then painted. They are usually one piece, much heavier and more solid than traditional trophies.
Is there any assembly required with my awards or trophies?
There is usually nothing left for you to do as the majority of awards, trophies, medals etc. come fully assembled, with engraving plates attached. The are some exceptions (to reduce breakage in transit) however instructions are provided and assembly is very easy and requires no tools.
How do I hang my engraved plaque or shield?
Most plaques, shields and honour boards are designed to hang off a screw or nail head i.e. they have a hole with a groove on the back of the plaque. Some plaques are designed with a stand that allows them to sit on a flat surface - the product description of the plaque will give you details if this is the case.
What if I can't find the type of trophy or award I'm looking for?
Again, please do not hesitate to contact us should you not find what you are looking for, as we have access to thousands of products and we may be able to suggest a suitable product not currently listed on our website.
How should I care for my trophies, cups or awards?
Caring for your awards is easy. Simply dust with a soft lint free cloth, and remove fingerprints by the same method. Never use abrasive cleaners, immerse in water or apply any type of adhesive tape as this may damage the surface. Silver plated cups and trays will usually require an annual polish with a quality silver polish to keep them in mint condition.
ARTWORK & ENGRAVING
What is the charge for engraving?
Engraving is FREE and you won't pay any extra for logos provided you supply them in the correct format as outlined below. You may have to pay extra is if the logo or artwork that you've provided is of poor quality to engrave and we have to make alterations. Should this be the case we will always consult with you first to see if you can provide us with a better quality copy.
If you are purchasing from our range of corporate awards, we will email you artwork proofs for your approval before we engrave. The first 2 proofs are free but if you require more proofs after this the cost is $20 per additional proof.
AwardsandTrophies.com.au quite often engraves awards for our customers in foreign languages. Because of the extra time required to do artwork proofs and award layouts in languages and scripts that we don't understand, we surcharge these orders (after all, we guarantee our work so we always take the extra time to make sure it's correct). The surcharge for non English languages (such as French, Italian etc) is 10% of the total order value, while the surcharge for non English and non Latin scripts (such as Chinese, Thai etc) is 20% of the total order value.
What is the maximum amount of characters allowed?
We will make every effort to accommodate the engraving you would like on an item. Each item has an allowable number of free lines of engraving based on the size of the item. If you require a logo to be added, this will use up one of your lines. Keep in mind that trying to put too many characters on an engraving area will make the text too cramped and it will be difficult to read. Please see our 'Engraving Tips' section for suggestions.
What are your requirements for engraving logos?
Our preferred file formats for engraving images are the following (vector) files:
- (.eps) Encapsulated Post Script * (preferred)
- (.ai) Adobe Illustrator * (preferred)
- (.pdf) Portable Document Format
- (.cdr) CorelDraw
We can also accept (raster) files such as (.jpg) JPEG images or (.bmp) Bitmap, however in many cases it is difficult to achieve excellent results with these types of files. You can easily find out what format your image is by hovering your cursor over the unopened file; a small information box will appear which will include the image type (alternatively right click on the image and choose 'properties'). If you are providing us with a raster image, we recommend that the image provided by you be 300 dpi or greater and at least 40kb in size. Generally raster images smaller than 40kb are not high enough quality to engrave. You can perform a simple qualiity check of your image before sending it through to us by enlarging it on your computer screen. If it's really blurry, it's going to engrave like that. The better quality image you can provide us, the better it will look engraved.
Images or logos that are provided to us in a raster format that are low quality, often require us to 'optimise' the image (this involves turning the image to greyscale, and then bitmapping and tracing the image) so that it can be engraved. Whilst we make every effort to improve the quality of the original image, it is difficult to do if starting from a poor quality image in the first place.
CUSTOMER SUPPORT
What if my order is incorrect when it arrives?
We will make every effort to rectify the situation in time for your event. If an error has been made due to incorrect information you have supplied, we will be happy to correct the error (for a redo fee plus delivery costs). We will send new engraving and/or awards as soon as possible as a priority. More information can be found at our Satisfaction Guarantee.
I'd prefer to place my order in person. Can I come and see you?
We look forward to your visit! Click here to find our location details. Please note that some products and prices may be available exclusively on our website.
Do you surcharge for rush jobs?
Yes. If you require your job in less than our standard production time of 5 business days, (and it's possible for us to do so within the timeframe you require) you will incur a surcharge of $20 or 10% of total order value, whichever is greater. Additionally, if your delivery address is within the Australia Post Express Post network then it is possible for us to send your order via Express Post so that it reaches you the following day. While we deliver your order Australia wide for a flat rate $15.95, if you specifically request Express Post we may require you to pay additional postage costs for bulky or heavy items. Please request this service in the additional comments section (at the end of the order process, just before the payment page) while placing your order and we will contact you should additional fees be applicable.