Frequently Asked Questions
- How do you confirm my order?
Immediately after you place your online order, we will send you an email confirming receipt of your order. A further email is sent when we print the order for processing.
- How will I know when my product is despatched?
When your online order has been completed and despatched, we will,under normal circumstances, send you an email with the consignment number and tracking information.
- Where do I enter my engraving information?
The online shop has a very easy to use section allowing you to enter your instructions as you place your order. If you''d rather not do it online, no problem! ... you can email/post/fax a separate sheet with the engraving details.
Remember to relate each set of details to the trophy reference you require to be engraved. Always double check spellings especially names. e.g. John Reid, Jon Reed, John Read, it’s very important! Especially to John Reid!
- What methods of payment do you accept?
We accept Visa, MasterCard, Switch, Solo, Maestro, Visa Electron and American Express.
- I am uncomfortable using my credit card for Internet purchases, what are my options?
Don''t worry we don''t have to process online payments! You can telephone with your order (or Fax it with your card details) we''ll be happy to sort things out over the telephone. We process your details via direct link to HSBC merchant services using a dedicated electronic terminal.
- Are there any other payment options?
Yes. We will accept cheques made payable to trophycentre.com
- How much engraving can I put on my award?
The amount of engraving depends on the product. Each item has a maximum number of lines available. Twenty to twenty-five letters per line and four lines are suggested for most products. You may use a logo or artwork in place of one or more lines of engraving. We will advise you if your request exceeds the available space. If in doubt give us a call!
- Can I be assured that the engraving will be professional?
Yes. Highly trained professionals produce the engraving on state-of-the-art equipment.
- How long will my order take to process?
Our goal is to have your order processed and shipped as soon as possible. As a general rule this is up to 5 days.for standard trophies and 10 days for Glass and Acrylic Awards.
Our carriers are TNT and Royal Mail. TNT give us a guaranteed next day delivery service providing we give them the correct address details and there is someone available to receive the parcel during Office Hours. We use Royal Mail for small packages, in most cases this is First Class Recorded Delivery , again this is a "signed for" service and can only be delivered if somone is available to receive it !! Please call us if you have any questions
- Will I be notified when my order is despatched?
Yes, you will receive email notification when your online order is despatched. If you placed your order via Phone fax or Mail you will receive the order on or before the agreed "required by" date.
- Can I track my shipment?
Yes, your email confirmation of shipment will contain your Carrier Information, Web Link & consignment number. You can log onto the Carrier''s site and track your parcel.
- Can I return items for a refund?
To return merchandise for refund or replacement, written permission must be obtained in advance. Engraved medals, plaques, crystal, acrylic and custom items cannot be returned. Returned merchandise is subject to a 20% restocking charge and an engraving fee, if applicable. Please contact us for any claims at our free phone number, 0800 849 3072 at anytime from 8:00am to Midnight GMT - 7 Days a week.
- What if I receive a damaged or an incorrect order?
In the event that there is a problem with your order, please contact us immediately. We will do everything possible to correct the situation and ensure your satisfaction. We strongly advise that you record any damaged packages as "unchecked" or "damaged box" when you sign for them. If you simply sign for the damaged parcel you are effectively confirming that the contents are OK !!
Please note that damages MUST be notified within 48 Hours of receipt. We cannot entertain claims for damages beyond this period.
- How do I send you my company or club logo?
Contact us for advice. Or email email@example.com
- Which logo format is the best?
If you send your logo as a Vector Graphic (*.eps; *.ai;*.cdr ) we wont charge you an origination fee. (Applies to Glass and trophy engraving)
For "centres" we''ll take anything ! A bitmap (*.jpg;*.bmp;*.tiff) is fine for these. If you have any doubts just call us !!
- What if I have more questions?
E-mail us at firstname.lastname@example.org or call our free phone number, 0800 849 3072. We are usually available 7 Days a week from 8:00am to Midnight. If you get the answering machine, leave a message and we’ll get back to you within 24 Hours.
- How much is Engraving?
The engraving charges are clearly indicated alongside each product image. You will see a Red engraving nib and the cost.
- Do you have any branches?
We do not have a network of branches. We service the UK, Europe and the Rest of the World from our Headquarters in Darlington. There is one branch in Ashington, Northumberland which is where our company was founded in 1947.
- Centres - can you supply personalised trophy centres?
Absolutely Yes !! We can make centres from any supplied image or photograph or we can design one for you. The centres can include your specified text too!
- How quickly can you get the trophies to me?
We always ask our customers for their "required by" date and endeavour to deliver on or before that date. We appreciate at least 3-5 days notice of your requirements! Please note that Glass and Acrylic awards require at least 10days notice. If your situation is more urgent please call Brian on 01325 380152 and he will endeavour to help.
- Handwriting - Can you engrave my Son''s first Signature?
Yes we can. In fact we can engrave pretty much any signature!! We specialise in Team plates featuring the whole side''s autographs and have produced these for several leading Football and Rugby Clubs. Please call for details.
- Can you supply Certificates?
Yes we can. Please call for details
- How long do Glass & Acrylic awards take to process?
It usually takes 10 days to complete the process which normally includes a proofing of the artwork by the customer where appropriate.
It is possible to process more quickly but may cost more for carriage and setup charges.