Frequently Asked Questions

Question 1

What types of trophies and awards do you supply?

Accepted Answer

We supply custom trophies, corporate awards in glass, crystal, acrylic and timber, sports trophies and medals, engraved plaques, perpetual shields and honour boards, name badges, lapel pins, and fully bespoke custom-designed awards.

Question 2

Can you create fully custom awards from scratch?

Accepted Answer

Absolutely. We work with clients to design and produce one-of-a-kind awards - unique pieces built from concept through to finished product.

Question 3

Who do you supply to?

Accepted Answer

We work with corporate clients, sporting clubs, schools, community organisations, sole traders and government bodies across Australia - from single personalised gifts to bulk orders of hundreds of awards.

Question 4

How long does an order take?

Accepted Answer

Turnaround depends on the size and complexity of the job, but most standard trophy, award and engraving orders are completed in around 1 week once artwork is approved. Contact us if you have a fixed event date and we will advise the best path for your order.

Question 5

I want a repeat of a prior order - how do I do that?

Accepted Answer

Just get in touch with us and let us know the details of your previous order - the product, engraving text, and any other specifics. We keep records of past orders and can turn around repeats quickly.

Question 6

Can I order a single item, or do you have a minimum order value?

Accepted Answer

No minimum order - we're happy to produce a single item. Whether it's one retirement plaque or one custom medal, we treat every order with the same care.

Question 7

Can I make changes to my order once placed?

Accepted Answer

We'll do our best to accommodate changes, but it depends on how far into production your order is. Contact us as soon as possible and we'll let you know what's still possible.

Question 8

The winners' names aren't known until just before the presentation. How should I proceed?

Accepted Answer

This is very common - just place your order with all the details you have and let us know the engraving text will follow. We'll hold production until you send the names through. Give us as much lead time as you can and we'll make it work.

Question 9

What are your opening hours?

Accepted Answer

Please contact us or check our contact page for current opening hours. We're also responsive to enquiries outside business hours and will get back to you as soon as we can.

Question 10

Where do you ship, and how fast?

Accepted Answer

We ship Australia-wide. Most orders are produced in around 1 week once artwork is approved, and express shipping is available if you are working to a tighter deadline.

Question 11

How much is delivery and will my trophies ship express?

Accepted Answer

Express shipping is available for $19.99. If you have a deadline-sensitive order, contact us early so we can recommend the best freight option.

Question 12

How long will it take from placing my order to receiving my trophies?

Accepted Answer

Most orders are produced in around 1 week once artwork is approved. Delivery time after dispatch depends on your location, and express shipping can shorten the freight window when timing is critical.

Question 13

Can I track my delivery?

Accepted Answer

Yes. Once your order has been dispatched you'll receive a tracking number so you can follow your delivery in real time.

Question 14

Can I insure my order during delivery?

Accepted Answer

Yes, shipping insurance is available. Please contact us before placing your order if you'd like to arrange cover, particularly for higher-value items.

Question 15

Can I authorise my order to be left at home if I'm not home?

Accepted Answer

Yes. You can add an authority to leave instruction in the delivery notes at checkout. Please note that once an order is left unattended, we and our carriers are unable to accept responsibility for any loss or damage.

Question 16

What happens if I'm not home when delivery is attempted?

Accepted Answer

Our carriers will leave a card with instructions for redelivery or collection from a nearby depot. You can also use the tracking link to redirect or reschedule your delivery.

Question 17

Can you deliver to business addresses?

Accepted Answer

Absolutely - we deliver to business addresses across Australia and it's often the most convenient option for larger or time-sensitive orders.

Question 18

Can you deliver to all addresses including PO Boxes?

Accepted Answer

We can deliver to most Australian addresses including PO Boxes for smaller items. Some larger or bulkier orders may require a street address - if you're unsure, get in touch and we'll confirm.

Question 19

Do you ship internationally?

Accepted Answer

We currently ship within Australia only. If you're based overseas and need to ship to an Australian address, we're happy to help - please contact us directly.

Question 20

I'm ordering from overseas to ship to an Australian address but the website won't accept my overseas billing address. How can I proceed?

Accepted Answer

Please contact us directly and we'll process your order manually. We're happy to accommodate international billing addresses for orders shipping within Australia.

Question 21

Can I pick up my order? Where are you located?

Accepted Answer

Yes, pick-up is available. Our pick-up address is Unit 3/3285 Logan Road, Underwood, 4119

Question 22

How long will it take from order placement to pick up?

Accepted Answer

Most orders are ready for collection in around 1 week once artwork is approved. We will contact you as soon as your order is ready to collect.

Question 23

Can you engrave logos or artwork?

Accepted Answer

Yes. We can laser engrave or UV print logos, custom artwork, crests and graphics onto most surfaces. Supply your artwork as a vector file (AI, EPS or high-res PDF) for the best results.

Question 24

When do I supply the personalisation details for my trophies?

Accepted Answer

You can supply engraving or personalisation details at the time of ordering, or follow up with us after placing your order. If the details aren't ready yet - such as winner names - just let us know and we'll hold production until you send them through.

Question 25

What is the cost of personalising my trophies?

Accepted Answer

Personalisation is included in the price of all orders.

Question 26

What should I have engraved or printed on my awards?

Accepted Answer

Common inclusions are the recipient's name, the award title, the organisation or club name, and the year or event. We're happy to advise on layout and wording if you're not sure - just ask.

Question 27

What type of logo files can I upload?

Accepted Answer

EPS and CDR files are preferred because they give the sharpest result for engraving and printing. We can also work with PDF and PNG files for many jobs, so send through the best version you have and we will guide you from there.

Question 28

Can I email my personalisation details rather than entering them online?

Accepted Answer

Absolutely. If your order is complicated - multiple names, different text per item, or special formatting - just email us the details and we'll take it from there. We'd rather get it right than have you struggle with a form.

Question 29

Will I get to approve the artwork before you personalise my awards?

Accepted Answer

For custom or complex jobs, we can provide a digital proof for your approval before we begin production. Please request this when placing your order or contacting us, as it may add a small amount of lead time.

Question 30

What types of personalisation do you use?

Accepted Answer

We use laser engraving, diamond engraving, UV printing, sublimation printing and resin-dome printing depending on the material and finish required. We'll recommend the best method for your product.

Question 31

How many letters or characters can I have on each trophy?

Accepted Answer

It depends on the size of the engraving area and the product. Most trophies and plaques can accommodate several lines of text. If you have a long inscription, send it through and we will confirm it fits or suggest adjustments.

Question 32

Do you engrave or print in foreign languages?

Accepted Answer

Yes, in most cases. Laser engraving and UV printing can reproduce most character sets including Asian scripts, Arabic, Greek and others. Send us your text and we will confirm compatibility before proceeding.

Question 33

What if my order is incorrect when it arrives?

Accepted Answer

If there's an error on our part - wrong engraving, wrong product, or a production mistake - we'll fix or replace it at no cost to you. Contact us as soon as possible with photos of the issue and your order details and we'll sort it out promptly.

Question 34

My award has arrived and it's broken. What should I do?

Accepted Answer

We're sorry to hear that. Please contact us immediately with photos of the damage and the packaging. We'll arrange a replacement or refund depending on the situation. Damage in transit is covered and we'll handle the claim with the carrier on your behalf.

Question 35

Can I return an item for a refund?

Accepted Answer

Because most of our products are personalised and made to order, we're unable to accept returns simply because you've changed your mind. However, if there's a fault or error on our end, we'll always make it right. Please contact us to discuss your situation.

Question 36

I am not 100% happy with my order after I received it. What should I do?

Accepted Answer

Please get in touch - we want every customer to be happy with their order. Tell us what the issue is and we'll work with you to find a resolution. We take quality seriously and will always try to do right by you.

Question 37

Can I cancel my order?

Accepted Answer

Cancellations may be possible if your order hasn't entered production yet. Contact us as soon as possible and we'll let you know. Once personalisation has begun, cancellations may not be possible as the work is already underway.

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