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Frequently Asked Questions

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

Most orders take 5-7 business days to deliver utilizing one of our flat rate shipping options.  We also offer expedited shipping services that can deliver your order as quickly as 2-4 business days. 

Our innovative TurboPartner Service delivers orders within 3 business days but is not available on all items.  This service is designed to save you money by utilizing our extensive distribution network to deliver goods from a warehouse near you while sending you the name plates for your trophies separately for you to attach yourself. 


Flat Rate Shipping Service

Order Subtotal
Shipping Cost
Delivery Time
 $0.01 to $14.99
 $9.99  5-7 Business Days
 $15.00 to $49.99
 $11.99  5-7 Business Days
 $50.00 to $99.99
 $14.99  5-7 Business Days
 $100.00 to $149.99
 $15.99  5-7 Business Days
 $150.00 to $174.99
 $17.99  5-7 Business Days
 $175.00 to $199.99
$19.99  5-7 Business Days
 $200.00 or more
 Free*  5-7 Business Days

Expedited Shipping Service

Order Subtotal
Shipping Cost
Delivery Time
Bronze Service
 Provided in checkout
 4 Business Days
 Silver Service
 Provided in checkout
 3 Business Days
Gold Service
 Provided in checkout
 2 Business Days


TurboPartner Service (receive your awards & name plates separately)

Order Subtotal
Shipping Cost
Delivery Time
 $0.01 to $49.99
 $20.00  3 Business Days
 $50.00 to $149.99
 $25.00  3 Business Days
 $150.00 to $299.99
 $30.00  3 Business Days
 $300.00 or more
 Free*  3 Business Days


What is Turbo Partner Service?

Turbo Partner Shipping service will deliver your order within 3 business days. This service offers considerable savings for last minute orders big or small.  We utilize our extensive distribution network across the contiguous United States to drop ship your awards directly to you from a nearby location.  This can save you substantial shipping costs versus air shipment.

We send the name plates that attach to your awards with your personalized text in a separate shipment.  You must attach the name plates to your awards by removing the adhesive backing.  The name plates are express shipped but for a fraction of the cost of sending the completed award.  A little work on your end can result is substantial savings for you.  This offer is only available in the contiguous United States.

Note: Processing for orders placed after 3:00pm EST will begin the following business day.  Business days does not include holidays, Saturdays, or Sundays.  Offer valid in the contiguous United States only.

Turbo Partner Service is not available on all items.  If this service option is available you will see a TurboPartner 3 Day Graphic on the product page and a TurboPartner shipping option at checkout.

The following items are not included in Turbo Partner Service:
Engraved Awards
Acrylic Awards
Column Trophies
Non-Resin Trophies
Plaques, excluding Photo Plaques
Pins
T-Shirts

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 charge to set-up a logo that is noted with each award.  We include a free proof for each item that contains a logo.  There is no additional charge beyond the initial logo fee 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.  The only exception is on screen-printed or engraved acrylic or crystal awards.  With these awards a set-up charge will apply to each different size.

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 typically recreate it for an additional $25.00 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.  Logos will be printed in color (if provided in color) on trophy plates, plaques, full color imprinted acrylic awards, etc. (as shown below), but will appear etched on laser engraved items.  Sorry, but we cannot match PMS colors except on screen-printed acrylic awards.  When logos are printed on gold or silver plate colors may change slightly once printed.  If your colors must be exact, we recommend using a black and white logo.

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.

Adding a logo to your order can increase the production time as we need to produce a proof and email that to you for approval.  In general expect to add 1-2 business days of extra time.  For orders requiring quick turnaround we advise using a rush option or expedited shipping options to insure adequate time to reach you. 


What is a set-up charge and why do I have to pay it?

A set-up fee is an expense we incur in setting up our machinery to complete your job and for changing from one job to another.  A set-up fee is not an artwork fee.  Most of our items are not subject to a set-up fee.  Each engraved or imprinted acrylic award or engraved crystal award has a set-up charge that applies with each new order.  The fee applies if you include a logo or not.


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.


How do I customize text or create my own design?

We offer a "Premium Artwork Service" package for a flat fee of $15 per order. 

This service allows the flexibility for many custom touches including creating our own design for a plaque, t-shirt or other item or to specify a particular font, add or change color color, and/or change the size of your personalized text and more. Our custom art service puts you in the driver's seat. 

To add this service, please select the "Premium Artwork Service" option in the shopping cart by clicking the box next to it so that is has a check mark.  Please specify what you want in the order notes section and you will be emailed a proof for approval.  We allow one proof revision without additional charge.  In limited cases we may not be able to modify an item as you want. When this happens you will be contacted and your money for this service will be refunded.

Please note that our standard font for all trophies and awards is Arial Narrow printed in black.  Font is normally sized to fit the area available and printed in the same size for all lines of text.  Selecting this option allows you to change the text to a different font, or change color from our standard black, or change the size of the font for an individual name or name of the award or all of the above.  This option also allows you to create your own design for a custom t-shirt, medal, plaque or other award. 


What is the difference between engraving and imprinting?

Many of our acrylic awards have an option to engrave or imprint them.  Engraving is where we etch into the surface of the item.  Imprinting is where we apply ink (including color) on the surface on the award.  Our website shows examples of both processes.  Engraving looks "white" while an imprinted award will be obvious.


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. All orders require payment in full prior to production and shipment.


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 by Priority Mail through the U.S. Post Office to deliver the packages.  A U.S. issued credit card is required for purchases sent to foreign countries or we can accept PayPal. Please note that different countries may impose duties and taxes on shipments based on the dollar value of the shipment. Customers are responsible to pay these fees separately.


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 or check the spam/junk mail folder.


Can I track my shipment?

Yes, either by using the tracking number from your email confirmation, or the "My Account" page on our 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 utilizing Priority Mail service. During the checkout process enter the appropriate APO/FPO address code (AA, AE, or AP). We normally ship out these packages within 3 business days after we receive your order. Shipping time can vary, 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 however your satisfaction is our primary concern. If you have any problems, please contact us. Please be advised that USPS Priority Mail is not a time guaranteed service and we cannot offer any refunds for delayed shipments.

If your trophies arrive damaged we will replace them or the necessary parts absolutely free.  All requests to fix damaged items need to be made within 14 days of receipt of your order.


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.  All credit card information is stored securely on Authorize.net, our credit card processor's website for maximum security.


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?

No.  All sales submitted online enter our order system and are processed immediately.  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 (minimum of $7.50) 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 - $8.00 charge per name plate to replace it and applicable shipping charges.  Use item #NP100 to place the order on our website.


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 stock trophy orders over $175 shipped in the Continental U.S. by our flat rate service option. All of our trophies come assembled. Most orders leave our warehouse within 2-3 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.


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?

The pledge we made when we first started over 11 years ago still stands: If you are not 100% satisfied with your purchase, please contact us and we will work with you to return it, exchange it, or credit it.  Please see our returns policy for more details.
 
Our 100% satisfaction guarantee ensures that every item you purchase at TrophyPartner.com meets your high standards. If your trophies arrive damaged, we will replace them or the damaged parts, absolutely free. Requests for replacement of damaged items and returns must be made within 14 days of order receipt.  Shipping charges are non refundable.

Plus, we listen to your feedback; all of it. Which means you can't go wrong with ordering trophies from TrophyPartner.com.