Now In: Frequently Asked Questions

Frequently Asked Questions

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

Our standard production time is 3 business days plus shipping time.  We also offer two rush options to get your order to you even faster:
    1) Rush processing in 1 business day for a flat fee of $25
    2) Turbo Partner Service for rush delivery within 3 business days for a flat fee of $25 plus UPS Ground Shipping Charges

We offer the following shipping methods: UPS Ground, 3 Day Air, 2 Day Air and Next Day Air Services.  For standard shipping add the number of business days shown in the map below plus the days of processing.  For rush shipping we can ship by UPS 3 Day Air, 2 Day Air, Or Next Day Air.

All shipping options, pricing, and estimated delivery dates will be provided for your order in the checkout area so you can chose the service that meets your needs.  Please note that selecting the "Rush this Order" or Turbo Partner Service Options does not change the estimated delivery date.  Please subtract 2 business days from the estimated  delivery date for the  "Rush This Order" option and please allow 3 business days from receipt of your order for delivery using the Turbo Partner Service.

Some items may take longer to produce and are clearly marked in the description area of each item. Orders over 100 pieces may also take longer unless Turbo Partner service is selected. 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*

 

How do I rush my order?

Need your trophies and awards fast?  TrophyPartner.com offers rush processing and production for a flat fee of $25 per order.  This service reduces processing and production time to 1 business day.

Check the "Rush This Order" box in the shopping cart area for this service.  

Note that this service only reduces the processing and production time for an order.  We also offer expedited shipping options including 3 day air, 2 day air, and next day air.  These can be selected in the checkout area.

Please Note: Processing for orders placed after 12 p.m. (noon) PST will begin the following business day.  Estimated delivery dates shown on website do not reflect the rush this order processing and will be delivered 2 business days earlier.

What is Turbo Partner Service?

Turbo Partner Shipping service will deliver your order within 3 business days.

For a flat fee of $25 per order plus UPS Ground shipping charges we can now deliver your order within 3 business days of receipt.  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.

1) Select the Turbo Shipping option by clicking the box next to the option in the shopping cart so a check mark appears
2) Select the UPS Ground Shipping Option on the Shipping Options Page
3) Indicate the date order needed in the provided field (please allow 3 business days)

Note: Processing for orders placed after 12:00pm EST will begin the following business day.  Please also note that checking the Turbo Partner order option does not change the estimated delivery date provided by our system in the checkout area.  However you can expect to receive your order within 3 business days of when your order is placed.  Business days does not include holidays, Saturdays, or Sundays.  Offer valid in the contiguous United States only.

Turbo Partner Service is available on all resin trophies, medals, trophy cups, photo plaques, and picture frames. 

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.  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 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. 

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.
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 also offer 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.

For rush orders we offer our Turbo Partner Service which delivers your order in 3 business days.   This service can be selected in the shopping cart area.  A flat fee of $25 plus UPS Ground Shipping Charges applies.  This service requires you to add the name plates to the trophies yourself in exchange for discounted shipping.  We also offer a rush processing 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. 

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 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.

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 "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 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, 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.  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 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 within 14 days of receipt. If you do not like your trophies, return them within 14 days and we will gladly exchange them for any other trophy or award in our selection and either refund or charge you the difference.