Corporate Trophies Frequently Asked Questions
We have documented the most frequently asked questions below for your assistance, if you have a question not covered by these, please contact us and we will do all we can to assist.
DELIVERY
ORDERING INFORMATION
PRODUCTS
ARTWORK & ENGRAVING
DELIVERY
How much does delivery cost and how long will it take?
We deliver to anywhere in Australia for a flat rate $17.95, no matter how large or small your order. It's nice to know you don't have to do any complex calculations to find out how much your freight costs will be.
Our dispatch (production) time is 5 business days; this is how long it will take us to produce your awards before they are dispatched from our location in Brisbane. Once your order has been sent, we will send you an email to let you know it’s on its way. This email will include your parcel tracking code and information on how to track your parcel so you can see the status of your delivery at any time during the delivery process.
If we could give you an exact time of delivery we would, however we can provide you with an estimated delivery time. The map below shows estimated Australia Post eParcel delivery times from our location in Brisbane. Using the tracking code we provide you will enable you to get the most up to date information available from Australia Post. While we can’t absolutely guarantee the delivery times of Australia Post, we can guarantee that your order will be dispatched no later than the allocated 5 day dispatch (production time), in most cases even less, from the date you place your order.
The actual delivery time depends on your location in relation to our base in Brisbane. As a guide, the majority of our orders are delivered in 2 working days or less, although you will have to add more time if your delivery address is in a remote location (see map below for estimated times).
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What shipping methods do you use, and can I choose Express post?
Our delivery partner, Australia Post eParcel, uses the most extensive and reliable delivery system in Australia to ensure that you get your order on time. Using the parcel tracking codes emailed to you when your order is dispatched, you can easily track your barcoded parcels at any stage on their journey to you. Occassionally we may use a contracted courier other than Australia Post, this depends on your location, whether your address is a business address, residential or post office box and the size and weight of your parcel. In either situation, once your order has been sent, we will provide you with details and a tracking code so you can track the status of your parcel.
If you are in a particular rush to receive your order you may request Express Post, which is also part of the eParcel delivery system. If you specifically request Express post, we may require you to pay postage charges for items that are bulky or heavy, for smaller items we don't charge any extra. If you require this service, please request it in the additional comments section while placing your order and we will be in contact with you regarding any extra charges applicable. We don’t charge you any premiums for using the Express Post service, we pass along only the direct costs to us.
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Can you deliver to my home address?
Yes we can deliver to your home address, although it is much safer and preferable to deliver to a business premises as it allows for someone to personally receive the parcel. If we do deliver to your house and nobody is home to accept the parcel, it will be left on your doorstep (unless you have given us other instructions), which may expose your parcel to theft. If theft or loss occurs after delivery, neither AwardsandTrophies.com.au or Australia Post can be held responsible.
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Do you deliver to post office boxes?
Yes. We deliver anywhere Australia Post will deliver to.
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Can you deliver to destinations outside Australia?
We generally only deliver to areas within Australia, however if you send us an email with your address we will try and help you out depending on your order. Our flat rate shipping does not apply to deliveries overseas; the cost will depend on Australia Post’s charges and the size and weight of your package.
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Can I pick my order up?
Yes, if you live in Brisbane. When placing your order just choose the ‘Pick Up’ option to collect from our showroom at 51 Douglas St, Milton (Brisbane) during opening hours.
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What if my order is lost, damaged or delayed?
Your satisfaction is important to us, which is why we use Australia Post's premium eParcel delivery system to deliver your order. Once your order has been sent, we will send you an email to let you know it’s on its way. This email will include your parcel tracking code and information on how to track your parcel so you can see the exact status of your delivery at any time. Occasionally items are damaged in transit, no matter how well the item is packaged by us. In the unlikely event that your order arrives damaged, please contact us and we will do everything possible to rectify the situation in the shortest possible timeframe.
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ORDERING INFORMATION
How many days from the placement of my order to the time my order is dispatched?
We guarantee we will ship your order no more than 5 business days from the day you placed your order, providing we have received payment from you and you have approved the artwork proofs we have emailed to you. We've never had to stay up until midnight to get an order out on time, but if that's what it takes, rest assured that's exactly what we'll do!
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How do I make a change to an order I have already placed?
Any changes may delay the production of your order and in some cases can incur additional charges. Therefore it is very important to check your order thoroughly before you submit it. Of course we understand that last minute needs arise, so please contact us by phone or email as soon as possible and we will determine the best course of action.
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Can I check on the progress of my order?
Your order will be completed within our 5 business day production time. Once your order has been sent, we will send you an email to let you know it’s on its way. This email will include your parcel tracking code and information on how to track your parcel so you can see the exact status of your delivery. If your require any changes or additions to your order please contact us as soon as possible with your invoice number as reference.
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I would like to order the same as last time. Do you keep records of that information?
As many of our products vary from season to season we are unable to guarantee that we can offer the same product although in most cases we will be able to replicate your previous order. Please contact us if you would like information about your previous order.
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Do you discount for large orders? Is there a minimum order size?
At CorporateTrophies.com.au we believe you should be rewarded for buying in volume. On every product description page, a table to the right of screen details the pricing per item for different quantities , from 1 item to 250 + items (just look for the 'Buying in Quantity' symbol like the one above). The more you order, the more you save!
There is no minimum order value, if you just want to order 1 award, that's fine (and you'll still get free shipping!)
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What payment methods do you accept, and are they safe?
We accept credit card (Visa, MasterCard or American Express) and you can pay on the spot through on our secure payments page. Our secure and reliable payment gateway (from our banking partner St George) uses 128-Bit SSL digital encryption and protects your valuable information to the absolute highest industry standards. You will be pleased to know that we do not charge you any fees for using your credit card. If your order totals more than $100 you can choose to pay via EFT (Electronic Funds Transfer) or cheque. In this case your order will not be dispatched until the funds have cleared in our account so please make sure your payment is prompt so as not to hold up shipping.
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I’d rather place my order face to face. Can I come to your showroom?
If you live in Brisbane, no problems. Our location in Milton is very central and we have the best showroom in Queensland! To find our location details click here. We look forward to your visit! Please note that some of our products and discounts are exclusive to our website (including our offer of free shipping), but you’re more than welcome to come in and see them ‘in the flesh’.
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PRODUCTS
Does my award require any assembly?
There is usually no assembly required as most of the awards come as one piece. The only exceptions are some of our glass front plaques which only require a small amount of assembly. They are packaged this way to prevent the glass from breaking during delivery. Assembly is simple, requires no tools and instructions are provided.
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How do I hang my engraved plaque?
Most plaques have a hole with a groove on the back which allows them to hang off a nail or screw. Some plaques are designed with a stand which allows them to sit on a flat surface. Please refer to the product description for details of your plaque.
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What if I can’t find the award I am looking for?
We have a huge range of corporate awards on our website, however please do not hesitate to contact us should you not find anything suitable as we may be able to suggest an item that is not currently listed on our website.
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How do I care for my Crystal, Glass or Acrylic awards?
Simply dust and remove any fingerprints with a soft cloth (microfiber cleaning cloths are best) being careful not to scratch the surface. Never immerse in water, use any abrasive cleaners or adhesive tapes as this may damage the award.
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ARTWORK & ENGRAVING
Is there a charge for artwork, engraving or logos?
No, we offer free engraving. We will even engrave you company logo onto your award for free providing you supply them to us in an acceptable format as outlined below. If your logo is supplied to us in poor quality, we may have to make alterations which will be an extra charge. Should this be the case, we will contact you first to see if you can supply a better quality copy.
For peace of mind, we always email you an artwork proof for you to approve before we commence the engraving of your award. If you require any changes to the artwork just let us know and we will email you the amended artwork. The first two proofs are provided to you for free however if you require more proofs, they will be supplied at a cost of $20 per additional proof. Once we have your emailed approval your job will be sent to the production team for engraving.
CorporateTrophies.com.au sometimes engraves awards in foreign languages. We charge a fee to cover the extra time it takes to do artwork proofs and layouts in scripts and languages we don’t understand, to make sure your award is engraved perfectly (after all, we guarantee it!). Non English languages (such as Spanish, German etc) incur a 10% fee (of the total order value), while non English and non Latin scripts (such as Japanese, Arabic etc) incur a 20% fee (of the total order value).
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What is the maximum amount of engraving allowed?
Each individual item has its own allowable number of free lines of engraving based on the size of the award. Whilst we will make every effort to accommodate the amount of engraving you require, keep in mind that the more engraving there is, the more cramped the writing will look. In the product description of each award it will indicate how many lines of text are allowable. A logo will take up one of your lines of text. For more information see our ‘Engraving Tips’ section.
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What are the formats for uploading my logo?
We prefer the following formats for uploading your logo or images:
- Encapsulated Post Script (.eps) * (preferred)
- Adobe Illustrator (.ai) * (preferred)
- Portable Document File (.pdf)
- Corel Draw (.cdr)
We can also accept Bitmap (.bmp) or JPEG (.jpg) images, however if these are provided in a small file size or of poor quality, it may be difficult to achieve good results, so please make sure the image is sharp.
To find out what type of image you have simply hover your cursor over the unopened file; a small information box will appear which will tell you the image type. We recommend that the image you supply to us is at least 50kb in size or greater and 300dpi or greater. An easy way to check is to enlarge the image on your computer screen. If it’s really blurry, it will usually engrave like that, therefore the better the quality of the image, the better it will look engraved.
Low quality logos which are supplied to us often require us to ‘optimise’ the image by converting to a grayscale bitmap and tracing the image. It is difficult to improve the quality of an image when the original image is supplied in poor quality in the first place.
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What if my award arrives and the engraving is incorrect?
We will email you artwork proofs (for your awards) for your approval before production is commenced. If you require any changes or amendments, just let us know and we will email you the amended proof. When we have your emailed approval of our artwork, we will then send your job to the production team. If after delivery you discover that an error has been made due to incorrect information supplied by you, we will happily correct the error for cost price plus delivery costs. We will make every effort to rectify the problem in time for your event. Please see our Satisfaction Guarantee for more information.
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