Frequently Asked Questions

How long will it take to make and receive my order?

Most orders are processed within 72 hours and then are shipped by UPS based on the method you select in the checkout area.  We can ship by Ground, 3 Day Air, 2 Day Air, or Next Day Air. 

If your order was placed on a Saturday, Sunday, or a Holiday it will not be processed until the next business day.

Rush processing and production is available at a flat rate of $25 per order.  Simply check the “Rush Order” Option in the Shopping Cart area to reduce the order processing time to 1 day.

Some items may take longer to produce and are clearly marked in the description area of each item. Orders over 50 pieces may also take longer. To confirm a delivery email us at info@trophypartner.com

*Please note transit days are calculated as BUSINESS Days shipped by UPS Ground Service and do not include processing time, we also offer UPS 3 Day Air, 2 Day Air, and Next Day Air Services*

 

Are there lettering/customization charges?

All of our trophies, awards, plaques, and medals include free lettering up to 60 characters. Additional characters over those amounts are charged at $.10 per character.

There are a few awards where lettering is not offered. Those awards are clearly marked and will not allow you to enter text for them on the website.

When comparing prices, remember to ask the other companies if they include free personalization and how many characters are included. Many companies only include 40 characters or nothing at all.  Some charge extra for an individual name on each trophy.

How much text can I put on my award?

Each award can handle a different amount of text.  Simply add the item to your cart to see how much text can be added.  Each award includes 60 characters of free text and optional additional characters are also available. 

We center "Arial Narrow" font on a gold or silver satin trophy plate and affix to trophies. We maximize the font size to the plate area and amount of text provided.

If you would like to request a different font, please make a note of that in the order notes section.  We will be glad to accommodate it if we can.

Can I add a logo to my awards?

Yes, on some awards we can add a logo.  Awards which can accommodate a logo will include an "add a logo" option.  There is a one time $25 charge to set-up a logo.  There is no additional charge beyond the initial $25 charge to add the same logo to other items in the same order as long as the items include an add a logo option.  Please make a note of those products in the order notes section.

Logos must be sent in one of the following file formats: .eps, .ai, .tiff, or a .jpg file at 300 dpi or above. If your logo is not in one of these formats or of poor quality, we can recreate it for an additional $20.00 to $40.00 fee depending on complexity. Logos should be sent by uploading your file via our upload feature or by email after you place the order.  Please include your order number. 

Once your logo is on file with us you can use it at no charge for subsequent orders.  Simply make a note in the order notes section.  We keep logos on file for a period of one year.

How do I enter information to personalize my award?

After adding an item to the cart, you will be prompted to enter your personalization information. Each award includes 60 free characters and the option to add additional text at $.10 per character. 

What are your shipping and handling charges?

Shipping and handling charges are based on the level of service chosen, weight, and distance from our location in Northern California.

We offer UPS Ground, UPS 3 Day Air, UPS 2 Day Air, and UPS Next Day Air services.  For Hawaii, Alaska, US Territories, and Military orders we ship via USPS Priority Mail.  For our customers in the Bay Area of California we offer local pick-up service in Danville.

We offer free ground shipping on all orders shipped within the Continental United States over $200. There is no code to enter. Order $200 or more in product (does not include logos or personalization charges) and select the UPS Ground Service option for free shipping.

We also offer a rush processing/production service which reduces the production time to 1 business day.  You can select this option in the shopping cart area.  There is a $25 flat rate charge per order for this service. 

I purchased trophies from you previously, but can't find my account?

We switched to a new order system and website effective 1/10/10.  We were unable to migrate previous customer records and order histories into the new system. 

You may recreate an account to make a purchase. Once the account is created you will be able to view order history, check order status, and place re-orders.

We regret that we were unable to provide account information prior to 1/10/10.

What methods of payment do you accept/can I establish a billing account?

We accept Visa, MasterCard, Discover, American Express, and PayPal.  We also accept Purchase Orders and payment by Check. Purchase Order and Check purchases must be made through our website and payment must be received prior to production and shipment.  Please allow the appropriate timing for placement of orders by Purchase Order or Check.

For well established business we can grant payment terms. A complete credit application must be submitted. New accounts require payment up front for the first order. Our staff will be happy to assist you. Please allow a minimum of one week to process your credit application.

Do you offer a printed catalog?

No. We maintain our low prices by exclusively promoting our catalog online. We are constantly adding new items so our product line is always the latest in the industry. Check the website for our current selection.

Do you ship outside the United States?

Yes. We can ship anywhere in the world. Our on-line system is configured to calculate shipping charges to any worldwide destination.  We ship APO/FPO shipments via USPS.  A U.S. issued credit card is required for purchases sent to foreign countries or we can accept PayPal.

Will I be notified when my order is shipped?

Yes, you will receive email notification when your order is shipped. Sometimes these emails may be blocked by your email service. If you do not receive an email please go the "My Account" section of the website to check the order status.

Can I track my shipment?

Yes, either by using the tracking number from your email confirmation, or the "Track Your Order" or "My Account" links page on the website.

Do you accept third party shipping numbers?

No, third party shipping numbers can not be accepted.

I am an APO/FPO Customer, how do you handle shipments?

We ship these packages through the U.S. Post Office. During the checkout process enter the appropriate APO/FPO address code (AA, AE, or AP). We insure and ship these packages by Priority Mail service.

We normally ship out these packages within 3 business days after we receive your order. Shipping time from the Post Office varies, but generally takes 10-20 days depending on your location.  We cannot guarantee an arrival date for an APO/FPO package.

I am a local customer, can I pick-up my order?

Yes, we are based in Danville, CA and can either have your order shipped direct to you or you can pick it up from us at no charge.  Select the "Local Pick-Up" option in the checkout area and we will let you know when and where you can pick-up your order. Please allow normal processing time.

What if my order is delayed, lost or damaged when shipped?

While we are not responsible for delays or damage caused by shipping companies, your satisfaction is our primary concern. If you have any problems, please contact us. We will do everything possible to correct the situation. If your trophies arrive damaged we will replace them or the necessary parts absolutely free.

Do you offer shipping insurance?

All awards are insured against loss and damage during shipping at no extra cost to you.

Will I be charged for redelivery of my order?

Charges will apply to orders requiring reshipment due to incorrect delivery information by the customer.

Do I have to pay sales tax?

Orders shipped within California will have sales tax added to the invoice. If your state has a sales tax it is your responsibility to pay the sales tax directly to your taxing authority. If you are a California State Exempt Organization then e-mail your "Exempt Organization Certificate" and you will not be charged sales tax.

Is shopping with you safe?

Yes. We use state-of-the-art 128bit encryption and identity verification, for the highest level of security. By activating the browser's "LOCK" icon, our security certificate assures online visitors that credit card account numbers and other confidential information cannot be viewed, intercepted or altered.

Can I order by phone?

Yes, if you are uncomfortable using your credit card for internet purchases we can accept your order over the phone. There is a $10.00 charge for this service. All personalization information must still be sent by email for your awards to insure the correct spelling on the final product. It is easy to place the order over the internet and safe.

Can I change my order after receiving confirmation?

All sales submitted online enter our order system and are often processed immediately. Therefore, any changes will be charged a minimum $5.00 order change fee. Please confirm order quantities, personalization information, shipping methods, etc. carefully before submitting your order. Changed or canceled orders are subject to a 25% restock fee and any additional fees for production time, material, and restocking charges.

I received my order and I made a mistake, what can I do?

Please e-mail us as soon as possible.  For incorrect names or spelling on name plates we can typically send out a replacement name plate.  We also may be able to replace items that were ordered incorrectly. 

If the customer makes the mistake there will be a $5.00 charge per name plate to replace it or (minimum charge of $7.50) and applicable charges to replace items.

What should I know about ordering trophies from TrophyPartner.com?

We offer new, unique, and different quality trophies, awards, medals, coach gifts, promotional products, and logo apparel in a variety of price points. Most of our awards include free personalization. Every award is high quality. We offer free shipping on all trophy orders over $200 shipped in the Continental U.S. by UPS Ground. All of our trophies come assembled. Most orders leave our warehouse within 3 business days.

Are your products high quality?

Yes. TrophyPartner.com does not cut corners. We use the best parts and highest quality materials. Don't be skeptical about our low prices. Our volume purchasing of materials means lower prices for you. You will receive a high quality award that will be cherished for years to come.

What if I have more questions?

E-mail us at info@trophypartner.com and we will respond within 24 hours or sooner! Or call us at 925-736-9620.

Do you have _______ trophies?

Our web site we show all the trophies we normally keep in stock. We generally make and ship these trophies within 3 business days. We are constantly reviewing our selection to insure that it meets the needs of our customers and welcome your requests. If you don't see something you want, please let us know. If we can fill your request we will. We would need to order the parts to make your trophy, award, or medal which usually takes an additional 2-3 business days. Once we get the parts in stock, we make your trophies and ship them out within our usual turn-around time.

What happens if I don't like my trophies?

TrophyPartner.com features a Satisfaction Guarantee: We want you to be pleased with the trophies we send you. If your trophies arrive damaged, we will replace them or the parts, absolutely free. If you do not like your trophies, return them within 15 days and we will gladly exchange them for any other trophy or award in our selection and either refund or charge you the difference.