...Your service is second to none. You have won me over and look forward to giving you repeat business in the future. Well done guys, keep up the brilliant work...

Peter Stuart-Murray
State Manager - Victoria
Halifax Vogel Group PTY LTD

FREQUENTLY ASKED QUESTIONS

DELIVERY

ORDERING INFORMATION

PRODUCTS

ARTWORK & ENGRAVING

CUSTOMER SUPPORT

DELIVERY

How much is delivery? How long does it take?
We deliver your order for a flat delivery fee of just $15.95 to anywhere in Australia!

The 'Production Time' at the top of this page tells how long before your order will be dispatched from our Brisbane location. On the day it's sent you will receive an email from us to tell you it's on its way; this will include your parcel tracking code and a link to the courier's website so that you can find out the exact status of your delivery.

If we could tell you exactly when your order will get to you we would, but because we use Australia Post and contracted couriers the exact delivery date is a little unpredictable and out of our direct control. While we can't guarantee the delivery times of Australia Post or our courier company, we can guarantee that we will dispatch your order no more than our current production time (see top of page) from the date of order placement.

As a guide, we find that once production is complete and we dispatch orders, about 97% of them are delivered in 3 working days or less, although you may have to allow more time if you live in a remote location.

What method do you use to deliver my order?
We use either a courier or Australia Post, depending on whichever option is best in the circumstances for your order. This depends on the size and weight of the package, your location, whether you are having your order delivered to a business, residential or post office box etc. In all cases you will be provided with the details and a tracking number once it is dispatched so you can track the status of your delivery.

If your delivery address is within the Australia Post Express Post network then it is possible for us to send your order via Express Post so that it reaches you the following day (for many orders weighing less than 3kgs we do this anyway). While we deliver your order Australia wide for a flat rate $15.95, if you specifically request Express Post we may require you to pay additional postage costs for bulky or heavy items. Please request this service in the additional comments section while placing your order and we will contact you should additional fees be applicable.

Can you deliver to my house?
Yes, although it is always preferable to deliver packages to a business premises. Why? It is much safer as it allows for someone to personally receive the package. If we deliver to your house and you are not home, the package will be left on your doorstep, which may leave it vulnerable to theft. If delivered to a house and this occurs, we cannot be held responsible for the loss.

Can you deliver to my post-office box?
It is preferable to deliver to a business address (or to a residential address if this is not possible) as our couriers cannot deliver packages to a post-office box.

Do you deliver to places outside of Australia?
We mostly only accept orders for delivery within Australia, however you could send us an email with your request and depending on what you need we'll see if we can help you out. Delivery charges for overseas deliveries will not be at our standard flat rate of $15.95 and will be dependent on Australia Post's charges to that destination.

Can I collect my order to save on delivery charges?
You may choose the 'PickUp' option when placing your order to save money and collect from our Brisbane showroom during opening hours.

What if my order is delayed, lost or damaged when being delivered?
Your satisfaction is our primary focus which is why we use the best and most reliable couriers (including Australia Post) to deliver your order. When your order is dispatched from our premises we will email you to let you know it's on its way; we'll also give you the parcel tracking code and a link to the courier's website so that you can find out the exact status of your delivery. If your order arrives damaged please contact us and we will do everything possible to correct the situation.

ORDERING INFORMATION

How do I pay for my order?
When ordering awards and trophies on-line, you can pay 'on the spot' by credit card (Visa, MasterCard or American Express) on our secure payments page, or if your order totals more than $100 you can choose to pay by cheque or EFT (electronic funds transfer). If you choose cheque or EFT, your order will not leave our premises until the funds have cleared in our account, so please ensure your payment is prompt.

I need to make a change to an order I have already placed. How can I do that?
It is important to check your order thoroughly before you submit it. Changes may delay your order and incur additional charges, however we understand that last minute needs arise. Please contact us as soon as you can by phone or email and we will determine the best course of action.

How do I check the status of my order?
Your order will be completed within our 'Current Production Time' which is displayed at the top of every page. When your order is dispatched from our premises we will email you to let you know it's on its way. We'll also give you the parcel tracking code and a link to the courier's website so that you can find out the exact status of your delivery. If you need to make changes or additions to your order please contact us as soon as possible.

What if I want to order the same as last time? Do you keep that information?
As many products that we offer vary from year to year in most cases we are unable to guarantee that we can duplicate orders. Please contact us if you would like further information.

Is there a minimum order?
No, there is no minimum order value.

Can I return an item?
We guarantee YOU'LL LOVE YOUR AWARDS or we'll give you your money back. Please see our Satisfaction Guarantee for more information.

PRODUCTS

What is a resin trophy?
Resin trophies are a moulded from a synthetic compound and then painted. They are usually one piece.

Is there any assembly required with my awards or trophies?
There is usually nothing left for you to do as the majority of awards, trophies, medals etc. come fully assembled, with engraving plates attached. The only exceptions are some of our glass front plaques which require a small amount of assembly. This is so that we can package the glass in such a way as to prevent breakage during delivery. Instructions are provided and assembly is very easy and requires no tools.

How do I hang my engraved plaque or shield?
Most plaques, shields and honour boards are designed to hang off a screw or nail head i.e. they have a hole with a groove on the back of the plaque. Some plaques are designed with a stand that allows them to sit on a flat surface - the product description of the plaque will give you details if this is the case.

What if I can't find the type of trophy or award I'm looking for?
Again, please do not hesitate to contact us should you not find what you are looking for, as we have access to thousands of products and we may be able to suggest a suitable product not currently listed on our website.

How should I care for my trophies, cups or awards?
Caring for your awards is easy. Simply dust with a soft cloth, and remove fingerprints by the same method. Never use abrasive cleaners, immerse in water or apply any type of adhesive tape as this may damage the surface.

ARTWORK & ENGRAVING

What is the charge for engraving?
Engraving is FREE and you won't pay any extra for logos provided you supply them in the correct format as outlined below. You may have to pay extra is if the logo or artwork that you've provided is of poor quality to engrave and we have to make alterations. Should this be the case we will always consult with you first to see if you can provide us with a better quality copy.

If you are purchasing from our range of corporate awards, we will email you artwork proofs for your approval before we engrave. The first 2 proofs are free but if you require more proofs after this the cost is $20 per additional proof.

AwardsandTrophies.com.au quite often engraves awards for our customers in foreign languages. Because of the extra time required to do artwork proofs and award layouts in languages and scripts that we don't understand, we charge a fee to cover the extra time it takes to make sure the award is engraved perfectly (after all, we guarantee it!). The surcharge for non English languages (such as French, Italian etc) is 10% of the total order value, while the surcharge for non English and non Latin scripts (such as Chinese, Thai etc) is 20% of the total order value.

What is the maximum amount of characters allowed?
We will make every effort to accommodate the engraving you would like on an item. Each item has an allowable number of free lines of engraving based on the size of the item. If you require a logo to be added, this will use up one of your lines. Keep in mind that trying to put too many characters on an engraving area will make the text too cramped and it will be difficult to read. Please see our 'Engraving Tips' section for suggestions.

What are your requirements for engraving logos?

Our preferred file formats for engraving images are the following (vector) files:

(.eps) Encapsulated Post Script * (preferred)
(.ai) Adobe Illustrator * (preferred)
(.pdf) Portable Document Format
(.cdr) CorelDraw

We can also accept (raster) files such as (.jpg) JPEG images or (.bmp) Bitmap, however in many cases it is difficult to achieve excellent results with these types of files. You can easily find out what format your image is by hovering your cursor over the unopened file; a small information box will appear which will include the image type. If you are providing us with a raster image, we recommend that the image provided by you be 300 dpi or greater and at least 40kb in size. Generally raster images smaller than 40kb are not high enough quality to engrave. You can perform a simple qualiity check of your image before sending it through to us by enlarging it on your computer screen. If it's really blurry, it's going to engrave like that. The better quality image you can provide us, the better it will look engraved.

Images or logos that are provided to us in a raster format that are low quality, often require us to 'optimise' the image (this involves turning the image to greyscale, and then bitmapping and tracing the image) so that it can be engraved. Whilst we make every effort to improve the quality of the original image, it is difficult to do if starting from a poor quality image in the first place.

CUSTOMER SUPPORT

What if my order is incorrect when it arrives?
We will make every effort to rectify the situation in time for your event. If an error has been made due to incorrect information you have supplied, we will be happy to correct the error (for a redo fee plus delivery costs). We will send new engraving and/or awards as soon as possible as a priority. More information can be found at our Satisfaction Guarantee.

I'd prefer to place my order in person. Can I come and see you?
We look forward to your visit! Click here to find our location details. Please note that some products and prices may be available exclusively on our website.

What type of payment do you accept?
When ordering awards and trophies on-line, you can pay 'on the spot' by credit card (Visa, MasterCard or American Express) on our secure payments page, or if your order totals more than $100 you can choose to pay by cheque or EFT (electronic funds transfer). If you choose cheque or EFT, your order will not leave our premises until the funds have cleared in our account, so please ensure your payment is prompt. You'll be pleased to know at AwardsandTrophies.com.au you won't get charged a fee for using your credit card.