Policies
Ordering Policies :
Placing an Order
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, email or fax) 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.
Minimum Orders
We have a minimum charge of $15.00 for all orders. If the item(s) that you select total
less than $15.00 (excluding tax and shipping), your order total will be charged $15.00 plus
tax and shipping.
Some items, such as ribbons, require orders of minimum quantities which are stated in
the product description.
Changing an Order
Once an order has been submitted, there may be a fee for any subsequent changes.
Incorrect Orders
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.
Damaged Orders
If your order arrives damaged, we will make every effort to correct the situation. Trophies2go.com will
not be responsible for damaged caused by shipping companies. Please call Customer Service for
assistance with any problems.
Canceling 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.
Out of Stock Items
We include stocking time in our production time and guaranteed arrival date for most items.
Close-out items may be subject to limited quantities and are not guaranteed to be in-stock.
In the event of a stocking problem, we will contact customers immediately.
Production time
Our production time is 2-7 business days. 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.
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 or assistance.
Proofs
We offer a fax proof on most orders. A $10 fax proof fee is charged for orders totaling less
than $50.00 (excluding tax and shipping). For orders of $50.00 or more, fax proofs are free of charge.
We do not have the ability to send proofs on ribbon orders.
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 proof approval. Approval must
be given via a returned and signed fax proof and will not be accepted over phone or email.
Artwork
The quality of your logo on the finished product will be directly related to the artwork you provide.
Please make every effort to provide us with high quality digital artwork. Your logo can be sent in a
variety of formats. Please visit our Artwork Specs section for details.
If unacceptable artwork is submitted, your order may be delayed while we try to obtain new artwork.
If unacceptable artwork is submitted, we reserve the right to adjust and/or leave off artwork
and to void guaranteed delivery date.
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Payment Policies :
Credit Card Processing
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.
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.
Check or Money Order Payments
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
1065 12th Ave NW, Suite E-8
Issaquah, WA 98027
Open Terms
We accept payment with purchase orders 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.
Sales Tax
Sales tax is collected at the current rate of 9.0% for Washington State orders. Sales tax is collected on both the product and shipping.
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Shipping Policies :
Rush Shipping
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.
Shipping Costs
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 in our
Shipping section.
Free Shipping
We offer free shipping with our Emerald service level. Orders of at least $100
(excluding sales tax and shipping fees) that choose the Emerald service level of shipping
will receive free shipping. Emerald service level is ground shipping with an
extended production time.
APO/FPO Addresses
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.
Delivery to Post Office Boxes
We use UPS as our primary shipping company and are unable
to deliver to P.O. Boxes.
Third Party Shipping Accounts
We ship with UPS and do not use third party shipping account numbers for any shipping carrier.
Shipping to Alaska and Hawaii
We ship to Alaska and Hawaii by UPS using their available shipping methods and corresponding rates.
International Shipping
Shipping charges to international addresses are equal to USPS priority mail charge plus
$5 handling. We cannot guarantee delivery dates for international orders.
Shipping Problems
While we are not responsible for any delays or damage caused by shipping companies, customer
satisfaction is our primary concern. If you experience any shipping problems, please contact us.
We will do everything possible to correct the situation.
Picking Up your 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.
Guaranteed Delivery Dates
We guarantee the delivery date of our orders. If you order does not arrive by the guaranteed
arrival date, we will credit the total amount to your account. Guaranteed delivery dates are
void for orders with a fax 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.
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Return Policy :
Returns
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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