FAQ

Ordering

How accurate are your stock levels?

Our stock levels are 95% correct, so you can be sure that your order will go through. However on the off chance that the product you ordered is not in stock we will contact you immediately to let you know. Please be gentle with us.

Is my personal information safe?

Your personal details are very safe with us. We promise to never sell or share your information with anyone else. You are our customers and we want to keep you all to ourselves. It’s also unethical to give away your personal details, so we would never do that. Here’s our full privacy policy

What types of payment methods do you accept?

We accept Visa, Mastercard, American Express, PayPal, Afterpay, Zip pay & Bank Transfer

PRICE & DISCOUNTS

Do you provide discount for bulk orders?

Yes, we can provide most of the items in bulk quantities. Please contact us for more information if required.

How much discount do you receive for large order quantities?

This is based on the quantity of items and the type of product. All items have a discount structure on the product page which provides a breakdown of how much discount is applied. Generally, items of the same type bought together have discounts applied automatically on the product page when the quantity box is updated.

ARTWORK

Do you provide artwork proof for my order?

Yes, digital artwork proof is prepared and emailed within 1 business day of receiving your order.

Can I make unlimited changes to be made to the artwork proof for my order?

Yes, unlimited changes can be made to the artwork proof. If the artwork proof is not finalized within 1 business day since it was emailed to you, new delivery dates will be provided once it is finally approved.

Can engraving details be sent at later stage after the order is placed on the website?

No, we require engraving details when the order is placed. This will enable us to work on artwork proof straight away. This is also to make sure you have the order delivered on time as per the dates suggested on the order.

Will my order be delayed if i do not send my engraving details with my order?

Yes, it will be delayed if engraving details are not submitted with order. The overall turnaround time would be shorter to be worked on. We suggest placing an ordering when the engraving details are finalized.

Is there any cancellation fees for cancelling order after artwork proof is prepared?

Yes, if the artwork is prepared and emailed to you, a cancellation fee of 5% or $15 of the order total amount, whichever is greater. This is for time & resources allocated to process and create artwork design for your order.

Which types of artwork files can I upload on your product page?

We accept the following file formats to be uploaded on our “artwork file” option on our product pages;

.ai (Adobe Illustrator)
.eps (Encapsulated Postscript)
.cdr (CorelDraw Document)
.pdf (Portable Document Format)
.jpg .jpeg (Joint Photographic Experts Group)
.png (Portable Network Graphic)
.gif (Graphics Interchange Format)
.doc .docx (Microsoft Word Document)
.xls .xlsx (Microsoft Excel Document)
Minimum of 50kb file size is required for laser engraving.

Which file type is essential for engraving and printing?

Vector files are required for engraving and printing. This file types end in .ai .eps .cdr – if low quality files are provided, vector files will be requested to ensure we can reproduce design/artwork correctly.

SHIPPING

How much is shipping cost?

Shipping is calculated based on the quantity of items and your destination postcode. This is shown on shopping cart and checkout page.

Do your provide faster shipping option?

Yes, we do offer Express and Super Express Shipping.

How do I track my order?

Tracking information is emailed with your invoice when the order is completed. Tracking details can be checked once consignments are lodged with our shipping partners.

Do you ship outside of Australia?

We currently are not setup for this yet, but do contact us with your query and we might be able to assist you.

COLOUR PRINTING

Do you providing colour printing services for trophies & awards?

Yes, we do provide colour printing service.

Which products can be colour printed?

Products which can be colour printed are have options under the product pages under “available options”

How much is colour printing?

Colour printing is an additonal cost. This cost is shown on the product pages under the “available options” for each product. If a product does not show this option, it cannot be colour printed due to shape and size restrictions.

What method is used on name badges?

Name badges are UV printed on either metal or acrylic badges. UV ink adhesion to acrylic is much better compared to metal since the surface acrylic absorbs ink into the surface.

Is the printing on the badges permanent?

Printing on the badges is not permanent. Everyday use and wear and tear will start to erode the ink from the surface. The most common mishap is name badges ending up in the washing machine which will remove printing.

How can printing on the badge get protected?

Colour print on badges can be protected by epoxy resin doming which seals the top printed surface area with polyurethane resin. This leaves a perfectly dry, smooth and crystal-clear top coat finish.

ENGRAVING

How much engraving can done on my awards/trophies?

This depends on a variety of factors. Generally for medals & sports trophies, 3 lines of text. For corporate awards, it is based on maximum readable area. If you have queries about how much can be engraved, please contact us

How much is the cost of engraving?

Laser Engraving is complimentary and included in most of our products, unless products indicate otherwise.

Can I bring trophies back and get free engraving after I have completed my order?

No, it is only valid while we process your order. Once completed, if you wish to get them engraved at a later stage, an additional fee will be payable.

Do you still do diamond tip engraving (traditional style)?

Yes, we still provide this service. Most of the perpetual updates & plaques still use this method.

Do you provide hand engraving services?

Yes, we do provide hand engraving services. Unfortunately this service is limited to in-house engraving. We currently do not provide on-call (mobile) hand engraving facilities.

How does the Free 1st Update work when ordering Perpetual Shields and Plaques?

When ordering a perpetual, engraving on the header plate is included in the price. The first plate update is Free at the time of the purchase. This information needs to be included with the order.  We are able to engrave this until the order is completed. Customers are not eligible after this. Normal charges apply.

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