Frequently Asked Questions

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.

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.

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 cannot 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.

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?
Sales tax is added and collected for all orders where we are required to do so. If your state has a sales tax that we have not collected, it is your responsibility to pay the sales tax directly to your taxing authority. If you are a 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.

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.  

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 ensure 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 20 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.