Frequently Asked Questions
Ordering :
How do I place an order?
Trophies2go.com has easy online ordering! Just go to the product page for the item that you would like to buy,
enter the quantity and click on the "Buy" button. The website will immediately take you to an engraving
section to enter the text and/or logos that you would like engraved on those item(s). Once you have
the engraving information entered, click on the "Add to Cart" button and you will see your shopping cart.
You can then continue shopping or check out. Our online ordering is easy and guarantees complete order accuracy.
What is the minimum order amount?
Due to the cost of fulfilling and processing a single order, we have a minimum order charge of $15.00.
If your order is less than the minimum amount, it will bill at $15.00. The minimum amount does not include
sales tax or shipping fees.
How do I know if an item is in stock?
We include the stocking time in our production time and guaranteed arrival date. Close-out items may be
subject to limited quantities and are not guaranteed to be in-stock. We will contact customers immediately
for any stocking problems.
How do I request samples?
In general, we do not provide free samples. In order to obtain a sample, we request that you order the item
through our website in the standard manner. For large orders, we may make an exception to this policy.
Please contact Customer Service for assistance.
How can I track the status of my order?
If you need to change an order after it has been placed over the website, please contact Customer Service
immediately. Once an order has been submitted, there may be a fee for any subsequent changes.
How can I cancel an order?
Orders may be cancelled before engraving or production has begun without penalty. If engraving and/or
production has already started, there will be a cancellation fee proportional to the amount of the order completed.
What if my order is incorrect?
If an order arrives incorrect, we will make every effort to correct the item(s) in time for your event. If the problem
is due to Trohies2go.com error, we will send new engraving and/or awards as soon as possible and will attempt to
make delivery in time for your event. If the problem is due to customer error, we will correct the error for a redo fee
plus shipping cost.
What if my order is damaged?
If your order arrives damaged, we will make every effort to correct the situation. Trophies2go.com will not be responsible
for damage caused by shipping companies. Please call Customer Service for assistance with any problems.
What are your different payment methods?
We accept online payment with Visa, MasterCard, Discover, American Express, and PayPal. The website also offers
a credit card call-in option, but this will delay order production until payment is received.
Customers may also send a check or money order as payment, but orders will not ship until the check has cleared our account.
In some instances, billing may be arranged with purchase order (see below).
Payment with any method other than online credit card or PayPal voids the guaranteed arrival date.
Do you accept purchase orders?
We accept payment with purchase order for select schools, businesses, government agencies, and
nonprofit organizations. We require that a numbered and signed purchase order be faxed to us before
we begin production. Please contact our Billing Department to obtain approval for this payment method.
What is your production time?
Our standard production time varies seasonally, but is usually 3 or 4 business days for most items. To find out
our current production time, see our Home page.
Some items with longer stocking periods have slightly longer production times.
If an item has a longer production time, it will be stated on the product description page.
Production time is included our Guaranteed Arrival dates.
Do you offer rush service?
If you need your items faster than our standard production time, we offer a rush production service for
the greater of $10.00 or 10% of the order total. Rush production can be requested with our Pickup Plus
pickup method or Platinum Plus shipping method. Please indicate the need by date in the Customer Comments
box or contact Customer Service to ensure timely delivery.
Will I be charged sales tax?
Sales tax is collected at the current rate of 9.0% for Washington State orders. Sales tax is collected on both products and shipping
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Engraving :
What is the charge for engraving?
We offer free engraving! In rare instances, we may charge a set-up fee if excessive engraving or unusable
artwork is submitted.
What is the maximum amount of characters allowed?
Because our engraving is free, we do not “count characters”. Each item has an allowable number
of free lines of engraving based upon the size of the item. In general, a line of engraving will accommodate
about 25 characters. We will make every effort to accommodate whatever engraving you would like on an item.
How do I submit my engraving information?
Engraving information is submitted online during the ordering process. After items are placed into
your cart, the website will take you to an engraving section to enter the engraving text and/or logos.
We cannot guarantee the accuracy of engraving that is not submitted electronically via our website.
As a company policy, we will not accept engraving information over the phone.
How do I know my engraving will be correct?
Trophies2go.com uses state of the art technology to import engraving information directly into our
engraving machines. For engraving information that is submitted through our website, we guarantee that
the information will arrive to you exactly as submitted, although it will be formatted to look nice on your awards.
Although every effort is made to ensure accuracy, we cannot guarantee the accuracy of engraving that is not
submitted electronically via our website.
Will the engraving look nice?
Yes, we have an engraving staff with years of experience, and we use the highest quality engraving materials
and state of the art engraving technology to create beautiful results. We are confident that you will be amazed
with the engraving quality of the awards that you order. Unless instructed otherwise, our engravers will center
all engraving text.
Can I see a proof of the engraving set-up?
We offer a fax proof of engraving on all orders. A $10 fax proof fee is charged to orders totaling less than
$50.00 (excluding tax and shipping). For orders of $50.00 or more, fax proofs are free of charge.
Once a fax proof has been sent, engraving will not be performed until the proof has been returned with
authorization signature. For this reason, fax proofs may delay the shipment of your order and we no longer
guarantee the arrival date for orders requesting a fax proof. Your order will be shipped within three working
days following receipt of approval of the proof. Approval must be given via a returned and signed fax proof
and will not be accepted over phone or email.
What if my engraving is wrong?
We use state of the art technology to ensure engraving accuracy. In order to ensure complete accuracy of your
order, we require that orders and engraving information be placed through our secure website. If engraving
information is not submitted through the website, we will no longer guarantee the accuracy of the engraving.
In the event that an engraving error is made, we will make every effort to correct the item(s) in time
for your event. If the problem is due to Trohies2go.com error, we will send new engraving and/or awards
as soon as possible and will attempt to make delivery in time for your event. If the problem is due to customer error, we will correct the error for a redo fee plus shipping cost.
Can I change my engraving?
Once an order has been submitted, there may be a fee for any subsequent changes. If you would like
to change an order that has been placed, please contact Customer Service immediately.
What are your artwork requirements?
For information about artwork requirements, please visit our Artwork Specs section.
Can you help me decide what my engraving should say?
Yes, please see our Lost for Words section with typical engraving format and wording suggestions.
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Shipping :
How long does it take for my order to arrive?
We offer guaranteed delivery dates which include production time and time in transit. Standard production
time ranges from 2-7 business days and ground shipping can take from 1-5 business days. We also offer
faster shipping methods and rush production service in order to accommodate nearly any event date. The
shipping section of our website will offer several shipping service levels with different guaranteed
arrival dates and prices. Just choose the guaranteed arrival date that you need.
How can I find out the shipping price?
Shipping is based upon weight, shipping address, and service level. To obtain a shipping price quote,
please see our Shipping section.
What do guaranteed delivery dates mean?
We offer shipping service levels with guaranteed delivery dates. These dates are based upon production time, shipping
destination and shipping method. We guaranteed your order will arrive on or before the guaranteed arrival date selected.
Certain conditions can void this guarantee. Please see our Shipping Guarantee
for more information.
Can I track my shipment?
Yes, once your order ships, you will be notified by email and can log onto your customer account to track the shipment.
What shipping methods do you use?
Our preferred shipping provider is UPS. For APO, FPO and International orders, we ship via USPS Priority Mail.
Do you ship to P.O. Boxes?
No. We use UPS as our shipping carrier, and they are unable to deliver to post office boxes.
Do you ship to Alaska and Hawaii?
We ship to Alaska and Hawaii via UPS using their available shipping methods and corresponding rates.
Do you ship APO/FPO?
Yes, we ship to APO and FPO addresses via USPS Priority mail. Shipping charges to APO/FPO addresses are
equal to USPS priority mail charge plus $5 handling. We cannot guarantee delivery dates for APO/FPO orders.
How do I ship to multiple locations?
If you need to ship items to different locations, we require that you place a separate order for
each shipping destination.
Can I pickup my order?
Orders can be picked-up in Issaquah, Washington by selecting the Pickup or Pickup Plus shipping method. We will
email you when your order is complete. Visit our Contact Us section for our address and map.
Do you accept third party shipping number?
We ship with UPS and do not use third party shipping account numbers for any shipping carrier.
What if my order is delayed, lost or damaged when shipped?
While we are not responsible for any delays or damage caused by shipping companies, your satisfaction
is our primary concern. If you experience any shipping problems, please contact us. We will do everything
possible to correct the situation.
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Returns :
Can I return an item?
To return merchandise for refund or replacement, written/email permission must be obtained in advance.
Engraved medals, plaques, crystal, acrylic, and custom items cannot be returned. Returned merchandise
is subject to a 20% restocking charge and an engraving fee, if applicable. If you receive an order that
is damaged or incorrect, please contact us immediately. We will do everything possible to correct the
situation and ensure your satisfaction.
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Security and Privacy :
How safe and secure is our website?
Order processing on the Trophies2Go website is 100% secure. Features of the site include secure socket
online ordering, multiple servers, triple redundancy power protection and 24 hour guarded
protection of our hardware.
What is your privacy policy?
All information given to Trophies2Go.com is privileged information. We take extra effort to ensure
complete confidentiality of your order and award information. If you require changes on your order,
please help us by referencing your customer number, last name and order number. We may ask for additional
information to ensure your security.
Trophies2Go.com will not sell or give any of your personal information to a third party. We may advise you
of certain specials by email. These special mailings will be limited to a few times a year.
For more information, please see our Privacy Policy.
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Gifts :
Do you offer gift boxes?
Some items, such as crystal pieces and premium plaques come in presentation boxes. In general,
we do not offer gift boxes. If gift boxes are required, please contact Customer Service to see if
special arrangements can be made.
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Account :
Can I change the information in my account?
Yes, just log into your account and you can edit your billing and shipping addresses as well as
email address and phone number(s). You can also change your password.
How do I find out my password?
Just click on the “Log In” button and the “Forgot Your Password?” button.
The website will ask you to enter your email address and a new password will be emailed to you.
Can I view my previous orders?
Yes, just log into your customer account and you can view your account history and previous orders.
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International :
Do you ship to addresses outside the United States?
Shipping charges to international addresses are equal to USPS priority mail charge plus $5 handling.
We cannot guarantee delivery dates for international orders.
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Technical Issues :
How can I report technical problems?
If you experience problems using our website, please call or email Customer Service. We strive
to provide the easiest order placement methods possible, and appreciate feedback about any problems with using our website.
What can I do if I’m having trouble placing an order online?
If you are unable to place an order through out website, please email the order details to
neworder@trophies2go.com.
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Trophy Assembly:
What is an unassembled trophy?
”Unassembled” means that has all of the trophy parts are included in the shipment,
but that some assembly is required before presentation.
Why do you offer certain items unassembled?
By offering products unassembled, we are able to offer some products to our customers at lower
prices. A few of our products are shipped unassembled in order to protect the products during shipment.
Is assembly difficult?
No, assembly is always very easy and usually just involves affixing an engraved plate.
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