Customer Service Department
In an effort to be of better service to you, our customer, we have compiled a list of our most Frequently Asked Questions.
If after reviewing these questions you still need additional help please Contact Us and we will be happy to give you an answer.
Are there any Additional or Hidden Charges?
How do I send you my artwork?
What are Artwork Requirements?
Can I add engraved/printed colors to my product?
How can I be sure my layout and personalization will be right?
How do I check the status of my order?
Can I customize a product you have or create something new?
Do you offer engraving services or can you engrave on my product?
Do you offer products that others sell that are not on your site?
Do you have minimum order requirements?
Do you offer different sizes for like products?
Do you offer discounts or coupon codes?
Can I change my order after placing it?
Can I cancel my order?
Can I return products?
What if after I get my product, it is not what I expected?
Can I request a sample product for viewing before I buy?
Most products have production times listed with product information and that means the product will be shipped within that allotted time period. Large orders could take longer and we will let you know production time with confirmation of your order. If the product(s) you ordered are out of stock or if it will take longer to produce than what is listed, we will notify you as soon as possible. Please give your in hands deadline so we can schedule production of your product(s) in a timely manner.
Our standard method of shipping is FedEx ground from a Southern California location. Some products are shipped directly from supplier partners which are located in different parts of the country. Please be aware that shipping times can vary depending on your location and shipping carriers will not guarantee ground shipping times. If you do have an important hard due date then expedited shipping is recommended as that is more reliable than standard ground ship to get in time. Please be aware that although we make every effort to ship your product/s in a time frame to meet your needs, we cannot be responsible for shipping delays caused by the shipper for any reason. If tracking shows that you did not receive your shipment, then we will initiate a claim with the carrier and ship replacements if the carrier lost the package/s. If the carrier shows delivery made on tracking, we cannot be responsible for any missing packages after delivery. If you want to be protected against porch pirates or stolen packages, please request signature on delivery so someone is accountable for receipt.
We always do our best to meet your needs, Rush Service is available on certain products, please see our Rush Awards Section to find products than can be produced and shipped fast. Please Contact Us when your in hands date is sooner than our standard production or shipping times so we can let you know if a product can meet your time frame.
Because we are in a business that has presentation deadlines we know the importance of getting your product to you on time. We also do our best to meet your deadline and we will notify you of any delays when a hard deadline is needed. Once we ship your product on the date promised, we CAN NOT guarantee the shipper will deliver by your in hands deadline as we don't have any control over shipper delays. Please see statement in How Long it will take to get my order above.
Shipping costs are calculated by size, weight, and destination of the products. You have your choice of shipping options when you check out. Shipping rates apply to the Continental U.S. only. Please Contact Us for shipping rates outside the Continental U.S. If you would like your order shipped other than Fedex ground delivery, please Contact Us and we will give you a price for the method and speed that you like.
In most cases, the charges you see at check out are complete and include, product, personalization, set up fee, shipping and sales tax (CA & CO orders only). Because there could be many variables when placing an order dealing with artwork, name changes, additional engraving or printing positions, etc., there could be additional charges to meet your needs. We will let you know of any additional charges and will never process your order until you approve of those charges.
There is a Choose Award Personalization box on each product page. You can choose to add logo/text in that page or choose to send your logo/text to an email link after checkout. If you have multiple awards it is always best to send artwork after checkout so you can send in the format that works best for you and add instructions if needed.
Please see each individual item as the requirements are listed in a tab at the bottom of each page.
We can add color to many of the products we sell with either color sublimated plates, color filling, or color digital printing. Some products will offer that option but if not just Contact Us to see if we can add color to the product you want. Be aware that there may be additional charges when adding color to some products.
We will send you a proof copy of your layout/s for you to approve before going to production. On orders with simple text a proof will not be sent unless requested. Be aware that orders cannot be released for production until proof layouts are approved, so please reply to proof emails in a timely manner so production is not delayed.
The best way to check order status is to ask us via email as we know time frames are critical in most cases and you want to be assured things are going smoothly. We will notify you when your order is shipped with tracking # or when ready for will call.
We can sometimes modify products with different tops, bases or other parts that are interchangeable. We are not the manufacturer of the products we sell so solid pieces cannot be changed but we do have suppliers that can make custom products when the quantities warrant it. Please Contact Us if you have a question about custom work or products.
We offer engraving/printing services for Lasering, Sand Blasting, and Sublimation jobs. If you have a special request for engraving or printing services, please Contact Us.
Most trophy and award companies have access to the same suppliers so if you see something a competitor is selling and prefer to buy from us, please Contact Us and will let you know if we can get.
Most products have a minimum order requirement of ONE piece, we will not accept orders for 0 pieces or less (thats a joke folks). Some promotional and gift items can have minimum requirements when ordering but are listed on their page.
Each product page will list product sizes available. The price listed of that product is for the smallest size offered and the attributes drop down tab will show additional cost of larger sizes. If no additional sizes are listed then they are not available.
We do occasionally offer discount coupon codes on our Facebook page, so check there when you can.
Since your order is usually processed the same day you place it, you will need to Contact Us as soon as possible if you need to change any part of your order. If changes are needed after artwork approved a change fee may be charged depending on where the product is in the production process.
Since your order is usually processed the same day you place it, you will need to Contact Us as soon as possible if you need to cancel your order. If we had to order your product from a supplier and you cancel after that order is placed there will be a 20% cancellation fee applied to your order.
Since most of our products are personalized, they cannot be returned or refunded for errors on your part. If we make the error or the product is damaged or defective upon arrival, we will do our best to rectify the problem. Be aware that damaged or defective products will need to be reported within 5 days of receipt. Blank products can be returned for a refund within 30 days of receipt but may be subject to a 20% restocking fee.
Although we make every effort to picture our products and describe their look, size, color, etc. on our website, nothing can replace the look and feel of the real thing. If we have overlooked something in our description or mis-represented an item, we will be happy to replace the product. If you are not happy with the product and it is no fault of our own, we will still replace the product, although we will have to charge you for labor and non-reusable material. Be aware that artglass pieces can vary in size, shape and color and we cannot replace undesirable artglass pieces because of variations noted but we will make every effort to make you happy with our products and we will jump through hoops to make it right.
All products do need to be purchased but you can request a blank sample to see before placing a larger order. Please Contact Us if you would like a sample product and we will quote cost and time frame to receive.
We can set up terms with major credit worthy Companies/Organizations. If you would like to set up an account, please Contact Us and we will send you a credit application to fill out. Once approved, your orders can then be billed to your Company/Organization.
A live person is available to speak with Monday to Friday 8AM-5PM PST. Please call 800-563-4720 between those hours and someone will be happy to help you out. If you call after hours, you can leave a message and someone will get back to you ASAP.
We process all of our transactions through Authorize.net, one of the leading E-Commerce providers in the world. Your transaction and privacy are completely safe.
Simply go to the Contact Us page where you will find any information needed to get in contact with us.