Live Help
Home → Policies

Policies

CREDIT CARD SAFETY

We use a third party processing service to ensure your credit card transaction is secure. The secure server software encrypts your card information prior to sending the information securely. Your credit card information is used only by Authorize.net, a credit card processing company. Additionally, we use the Address Verification System (AVS) and Card Security Code (CCID) to verify the identity of the credit card holder. We use other resources and procedures to ensure all orders are valid.

PRIVACY POLICY

This privacy notice discloses the privacy practices for Excellentia Marketing, Inc. dba TrophyPartner.  This privacy notice applies solely to information collected by this web site. It will notify you of the following:
  1. What personally identifiable information is collected from you through the web site, how it is used and with whom it may be shared.
  2. What choices are available to you regarding the use of your data.
  3. The security procedures in place to protect the misuse of your information.
  4. How you can correct any inaccuracies in the information.

Information Collection, Use, and Sharing


We are the sole owners of the information collected on this site. We only have access to/collect information that you voluntarily give us via email or other direct contact from you. We will not sell or rent this information to anyone.
We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship an order.
Unless you ask us not to, we may contact you via email in the future to tell you about specials, new products or services, or changes to this privacy policy.

Your Access to and Control Over Information


You may opt out of any future contacts from us at any time. You can do the following at any time by contacting us via the email address or phone number given on our website:
  • See what data we have about you, if any.
  • Change/correct any data we have about you.
  • Have us delete any data we have about you.
  • Express any concern you have about our use of your data.

Security


We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.

Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for "https" at the beginning of the address of the web page.

While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment.

If you feel that we are not abiding by this privacy policy, you should contact us immediately via telephone at 925-736-9620 or via email at sales@trophypartner.com.

SALES TAX

9.5% sales tax is collected for all orders shipped to addresses within the State of California.


INCORRECT ADDRESSES

If a customer supplies an incorrect shipping address and it needs to be corrected, there will be a $15.00 charge. This covers the cost charged to us by our shipping companies plus the processing fee.


ORDER CHANGES

Orders are processed immediately, so most orders cannot be changed once placed.  Be sure to review your order carefully before submitting.  if a customer requests a change to an order that has already been placed and can be changed a minimum fee of $7.50 will apply to change the order.  This includes changes to an individual item, adding an item, deleting an item, changing the personalized text, changing the ship method, etc.

Canceled orders will result in a 25% fee plus the cost of any work or materials at the point of cancellation.  Minimum charge of $7.50 applies.


REFUNDS/RETURNS/DAMAGES/SATISFACTION GUARANTEED

The pledge we made when we first started over 10 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.  

In the event there is an issue with your order such as any damage to your package and the contents during transit, TrophyPartner.com will replace them or the damaged parts, absolutely free. In the event that you receive your order incomplete, please notify us.  All requests for damaged items or incomplete orders must be received within 14 days of delivery.

If an order or any portion of an order is canceled or returned for any reason after it has been placed or sent, a 25% restocking fee, $5.00 per name plate, production time charges, material charges, artwork charges, proofing charges, and applicable shipping charges will apply.

Refunds only apply to trophies that are returned in their original condition and can be resold.  Items that are engraved directly into the surface are not refundable.  Personalized name plates are also not refundable and will be charged at the prevailing rates for name plates based on current pricing for item #NP100 (typically $5.00 or less based on quantity). Items returned that are damaged and shipping charges are also not refundable.

To arrange for a return please email your request to us at sales@trophypartner.com.  Please include your original order number and description.  Upon receipt of your request you will be contacted by email with return instructions.


SHIPPING INFORMATION

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 only available on select 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 After Ordering
 $15.00 to $49.99
 $11.99  5-7 Business Days After Ordering
 $50.00 to $99.99
 $13.99  5-7 Business Days After Ordering
 $100.00 to $149.99
 $15.99  5-7 Business Days After Ordering
 $150.00 to $174.99
 $17.99  5-7 Business Days After Ordering
 $175.00 to $199.99
$19.99  5-7 Business Days After Ordering
 $200.00 or more
 Free*  5-7 Business Days After Ordering

Expedited Shipping Service

Service Option
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 After Ordering
 $50.00 to $149.99
 $25.00  3 Business Days After Ordering
 $150.00 to $299.99
 $30.00  3 Business Days After Ordering
 $300.00 or more
 Free*  3 Business Days After Ordering


The Fine Print

*Free shipping on all stock orders that total over $200 and ship by flat rate service in the Continental United States (product only, does not include logo, personalization fees, or custom awards). This offer does not include Hawaii, Alaska, any U.S. Territory, or APO/FPO addresses.

Delivery dates are for normal business days, Mondays through Fridays excluding weekends and the following holidays and vacation days: New Years Day, 2/9-2/10/17, Memorial Day, 7/3/16, 4th of July, 7/5-7/7/17, Labor Day, Thanksgiving Day, the Day After Thanksgiving, Christmas Eve, Christmas Day, 12/26-12/29/17, and New Years Eve.

Orders received after 3pm EST Monday through Friday are considered processed the following business day.

Orders that are submitted by Purchase Order or Check require payment prior to production so please allow additional time for receipt of your payment.

The following order types may require additional production time to complete:
1) orders over 100 pieces total except if TurboPartner Service
2) orders that require a proof (logo, engraved acrylic or crystal order)
3) orders that are marked as longer lead-time items (acrylic awards, engraved crystal, etc.)
4) custom trophies require 2 weeks to produce

We are not able to accept any 3rd Party Shipping Account Numbers.  Orders shipped out of the United States may be subject to custom duties and fees which will be collected by the local government upon arrival.


In the event there is any damage to your package and the contents during transit, TrophyPartner.com will replace them or the damaged parts, absolutely free. Requests must be received within 14 days of arrival.
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.

We ship to all APO and FPO addresses by USPS Priority Mail Service.  Each package is insured.  Since delivery dates cannot be guaranteed we can not be held liable for delayed packages.  Please allow 3 business days for order processing and approximately 10-20 transit days for delivery depending on your location.

Custom Awards typically require 2 weeks to make before they are shipped.

For our customers in the San Francisco Bay Area we offer local pick-up service in Danville, CA.

Shipping charges for our gold, silver, and bronze services are only available after entering your order into our shopping cart.  Pricing is determined based on the weight of your order and distance from our location in Northern California.

TurboPartner Service is not available on all items.  Items that qualify have a "TurboPartner 3 Day Service" Graphic on the product page and will be noted in the "details" section.  If any portion of your order contains a non TurboPartner item you will not be offered the TurboPartner shipping option at checkout.

All shipping options are based on the merchandise value of your order only and do not include logo fees, personalization charges, proofs, etc.

Delays in arrival may occur when there is business closure or other unforeseen events such as incorrect address given during checkout, inclement weather delays, acts of God, or other natural or world events.


FREE SHIPPING POLICY

Free shipping on all stock orders that total over $200 and ship by flat rate service in the Continental United States (product only, does not include logo, personalization fees, or custom awards). This offer does not include Hawaii, Alaska, any U.S. Territory, or APO/FPO addresses.