FAQs

    Please click a section below to see frequently asked questions about each subject. If you still need help, you can always contact us!


    Ordering:

    How do I place an order?
    Trophies2Go has easy online ordering! Just go to the product page for the item that you would like to buy, choose your options, enter the quantity and click on the "Add to Cart" button. The website will immediately take you to a "Customize Your Award" page to enter the text and/or logos that you would like engraved on those item(s). Once you have chosen one of the four options on that page, press the "Continue" button to add the items to your shopping cart. You can then continue shopping or check out. Our online ordering is easy and guarantees complete order accuracy.

    In order to ensure complete accuracy of your order, we require that orders and engraving information be placed through our secure internet site. If you are unable to place your order online, we require that order and engraving information be submitted digitally via email to neworder@trophies2go.com. Engraving information must be submitted in a written format (online or email) and will not be taken over the phone. While every effort will be made to ensure accuracy, we only guarantee the accuracy of orders placed online.

    What is the minimum order amount?
    Due to the cost of fulfilling and processing a single order, we have a minimum order charge of $20.00. If your order is less than the minimum amount, it will bill at $20.00. The minimum amount does not include sales tax or shipping fees.

    Some items, such as ribbons, require orders of minimum quantities which are stated in the product description.

    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 order to obtain a sample, we request that you order the item through our website in the standard manner. Should you decide to proceed with a larger order, quantity discounting can be applied.  Please contact Customer Service for assistance.

    How can I track the status of my order?
    To check your order status, sign in to your account for details or give us a call at 1-877-926-4700.

    Can I change an order?
    If you need to change an order after it has been placed on 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 a Trophies2Go 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. Please check your order carefully and report any damage within 15 days for us to correct. Trophies2Go will not be responsible for damage caused by shipping companies. Please call Customer Service ASAP for assistance with any problems.

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    Production Time:

    What is your production time?
    Our standard production time varies by product, but if the product is in stock, production time is usually 1-2 business days. Some out of stock items with longer stocking periods have slightly longer production times, 4-7 days. If an item has a longer production time, it will be stated on the product description page.

    We include production and shipping time in our Guaranteed Arrival Dates.

    When you reach the shipping section of our checkout process, you will be given different shipping options with corresponding arrival dates. Choose the shipping option that gives the arrival date you need.

    What are Quickship products?
    If you have a very tight timeline, check our selection of Quickship products. We regularly stock these items in larger quantities and can fulfill and ship orders in less than 2 business days. 

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    Billing and Payment:

    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.

    When do you charge my credit card?
    When an order is placed on our website using a credit card, the card is authorized by comparing the card number, shipping address and CVV code, and a hold is placed on the funds. The card is charged when your order ships.

    What if my order changes?
    If your order is changed for whatever reason, we will void the first authorization and re-authorize for the correct amount. Some credit card processors may not immediately release the first authorization after it is voided (it may take a day or two). This may diminish the available funds if a debit card is used.

    Can I pay by check or money order?
    You can prepay with a check or money order. We will not begin production or ship orders until payments made by this method have cleared our bank (typically 10 business days). This payment option will delay delivery time, and our guaranteed delivery dates are VOID.  If you wish to pay by check or money order, please mail your payment to:

    Trophies2Go.com
    1320 NW Mall Street, Suite A-2
    Issaquah, WA 98027

    Do you accept purchase orders?
    We accept payment with a purchase order for select schools, businesses, government agencies, and nonprofit organizations. We require that a numbered and signed purchase order be emailed or mailed to us before we begin production. Please contact our Billing Department to obtain approval for this payment method.

    Will I be charged sales tax?
    Sales tax is collected at the current rate of 9.5% for Washington State orders only on both products and shipping. If your order is placed outside of Washington State, no sales tax will be collected.

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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 added to your cart, the website will take you to a "Customize Your Award" page where you can 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 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 an emailed proof of engraving on all orders. A $10 proof fee is added to orders totaling less than $50.00 (excluding tax and shipping). For orders of $50.00 or more, proofs are free of charge.

    Once a proof has been emailed, engraving will not be performed until the proof has been approved via emailed response. For this reason, proofs may delay the shipment of your order and we no longer guarantee the arrival date for orders requesting a proof. Your order will be shipped within three working days following receipt of approval of the proof.

    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 Trophies2Go 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 Specifications section.

    Can you help me decide what my engraving should say?
    Yes, please see our Engraving Ideas 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 1-7 business days and ground shipping can take from 1-5 business days. We also offer faster shipping methods and Quickship items in order to accommodate nearly any event date. The Checkout 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.

    Do you offer rush shipping?
    If you have a tight deadline, we offer many Quickship product choices, along with expedited shipping via FedEx. Our Platinum Plus shipping method is the fastest. Contact Customer Service if you are concerned about timely delivery.

    How can I find out the shipping price?
    Shipping and handling is calculated by weight and varies according to the size of your order. Total weight of your order is calculated during the order process. You will be able to choose from several shipping options and corresponding arrival dates before finalizing your order.  To obtain a shipping estimate, use the Shipping Calculator on the bottom of the "Shopping Cart" page.

    Do you offer free shipping?
    Yes, we offer free ground shipping for orders of $75 or more. This offer is only available within the contiguous 48 states; we do not offer free shipping to Alaska, Hawaii, or APO addresses. Free ground shipping does not have a guaranteed delivery date.

    What do guaranteed delivery dates mean?
    Each of our shipping service levels will have a corresponding guaranteed delivery date. 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.

    If you order does not arrive by the guaranteed delivery date, we will refund your shipping costs. Guaranteed delivery dates are void for orders with a proof or payment method other than credit card submitted online. Also, we are not responsible for delays caused by shipping companies. For complete information, see our Guarantee section.

    Can I track my shipment?
    Yes, once your order ships, you will be notified by email with a link to a FedEx tracking number, or log onto your customer account to track the shipment.

    What shipping methods do you use?
    Our preferred shipping provider is FedEx. For APO and FPO orders, we ship via USPS Priority Mail.

    Do you ship to P.O. Boxes?
    No. We use FedEx as our shipping carrier, and they are unable to deliver to post office boxes.

    Do you ship to Alaska and Hawaii?
    Yes, we ship to Alaska and Hawaii via FedEx using their available shipping methods and corresponding rates. However, orders to Alaska and Hawaii are not eligible for free ground shipping.

    Do you ship to APO/FPO addresses?
    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 handling; these orders are not eligible for free ground shipping. 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?
    Yes, orders can be picked up in Renton, Washington.  Select the "Pickup" shipping method and we will email you when your order is complete. Visit our Contact Us page for our address and map.

    Do you accept third party shipping accounts?
    We ship with FedEx 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 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 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. Many of our corporate acrylic items are packaged in organza bags for presentation. However, 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, 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 “Forgotton 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?
    No, we do not ship to international destinations outside of the US.

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    Technical Issues:

    How can I report technical problems?
    If you experience problems using our website, please call or live chat with our Customer Service Team. 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 our website, please email the order details to neworder@trophies2go.com.

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    Trophy Assembly:

    What does “You attach engraving plate” or “We attach engraving plate” mean?
    For some of our sports trophies, we offer the option for you to attach the small engraved plate on the front of the award yourself. This involves removing the plastic strips off of the tape on the back of the plate and carefully placing it on the trophy base, pressing firmly to attach. If this is an option for the product you are interested in purchasing, and you would like to attach the plates yourself, usually at a discounted price, choose the “You attach engraving plate” option when adding the product to your cart. If you would like us to attach the plate, choose the “We attach engraved plate” option instead.

    What is an unassembled trophy?
    ”Unassembled” means that 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?
    Some of our products, especially our perpetual trophies that require gluing, are shipped unassembled in order to protect the products during shipment. Where this is the case, there is a note on the product description page.

    Is assembly difficult?
    No, assembly not difficult.

    For some perpetual trophies, assembly is required.  It involves using epoxy glue to attach the figure to the base.  Instructions, along with epoxy glue, are included with the order; however for more information visit Perpetual Trophy Assembly for specific directions along with a short 'how to' video.

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    Trophies Awards