Frequently Asked Questions

Our delivery fee is just $9.90 flat rate nationwide.  

Every single order is delivered by AusPost Express - we do NOT use slower/cheaper shipping options.  For more info, check out our delivery page.

Production time:

Our standard production time is 5 business days, however if you need it sooner we offer the following Fast Track* production options:

• 4 business days:      Surcharge: $30 or 15% of your subtotal applies 
• 3 business days:      Surcharge: $40 or 25% of your subtotal applies

Delivery time:

Delivery time to your postcode is estimated by AusPost Express and is added to the production time to determine your estimated delivery date.  Scroll to the bottom of any page to our DELIVERY BANNER to view the estimated delivery dates to your postcode. 

* Fast Track production options may not be available in our peak period, typically November.

Note:  Production times are longer for some highly customisable products such as honour boards, personalised ribbons & custom ribbons (all 2 weeks production), custom medals, coins & lapel pins (all 6 weeks production).  If a product does have a longer production time than standard, it will be detailed on the product page.

You will receive update emails at key times during production.  As soon as your order is completed & dispatched, you will receive an email containing an AusPost Express tracking link.  Tracking information may not be available straight away.

Absolutely, and it's cheap.  In most cases it will cost you less than your morning coffee.  The actual fee will depend on the value of your cart and is calculated at checkout.

Note:  Late delivery is NOT covered by freight insurance.

Absolutely.  Just be sure the delivery address contains an obvious safe and secure location.  Then when you get to the 'confirm & pay' page select ‘Authority to leave in a safe place out of the weather’.  By selecting this authority you are releasing Awards and Trophies of responsibility for the goods once delivery to your address is complete.

The default delivery authority choice on our website is Authority to leave.  If you retain this choice and you are not home when delivery is attempted, then your parcel will be left at your home in a safe place out of the weather.

If instead you choose the Signature required option and you are not home when delivery is attempted, AusPost will leave you a calling card.  This card will provide information about how you can arrange collection of your order, usually from your local post office or parcel locker.  

For time sensitive deliveries, we recommend you enter a business address if possible.  Deliveries to business addresses are more reliably quicker than to residential addresses.  

Yes, and we encourage you to use a business address where possible, especially for time sensitive shipments.  Deliveries to business addresses are proven to be more reliably quicker than to residential addresses. 

Residential deliveries can also have the occasional complication of having your parcel end up at your local post office for collection (if you have selected the Signature required option and you are not home at the time of delivery).

Yes!  Our core delivery partner is Australia Post, the only service in Australia that delivers to every single address nationwide including PO boxes.

We’re super excited to hear that we have some international fans out there!  At this stage, we only deliver to Australia and New Zealand.

Our website uses address validation supplied by Australia Post, which only validates Australian & New Zealand addresses.

However to get around this, we advise you to either enter an Australian billing address, or tick the box 'Billing details are the same'.  Either way, please leave a note in 'Other relevant information' (just below) of your correct overseas billing address and we'll update this in our system when processing your order. 

Yes. You can collect your order from us at 31 Cordova St, Milton, Brisbane.  If you're ordering online, pick up options are only available if you enter a Brisbane postcode.

View our location on Google Maps.

We're no slouches, we have three options for you including:

• Standard 5 day production
• Fast Track* 4 day production:     Surcharge: $30 or 15% of your subtotal applies 
• Fast Track* 3 day production     Surcharge: $40 or 25% of your subtotal applies 

* Fast Track production options may not be available in our peak period, typically November.

Note: Production times are longer for some highly customisable products such as honour boards, personalised ribbons & custom ribbons (all 2 weeks production), custom medals, coins & lapel pins (all 6 weeks production).  If a product does have a longer production time than standard, it will be detailed on the product page.

That's great, we've got an entire cloud full of old orders! 

Simply login to your account (top right on our website), select any previous order from the list, then hit the re-order button.  This adds the same products and quantities to a shopping cart, then you complete the checkout process from there.  You can fully customise your new order.

Alternatively contact us and we'll be happy to help.

Yes, small orders are possible.  However, to make orders less than $30 viable, we apply a small handling fee. Regardless of size, every order undergoes the same exhaustive processes to ensure quality and reliability.  The following fees apply:

• $10.00 for orders under $20
• $6.00 for orders $20-$30

Ahh, let me see..  we're good guys, so the answer is yes.  But it's tricky because of the rapid timeframes we work within.  That's why it's important to check your order thoroughly before you submit; nobody wants your job to be delayed. But we understand that last minute needs arise, so please contact us as soon as you can.

This can be tricky as it could potentially delay your order, and we definitely don't want to miss your presentation date.  We strongly advise you to place your order as soon as possible.  For the winner's names, we suggest you use one of the following options:

• replace the winner's names with the word WINNER - this is a cost effective and popular solution, and most recipients understand the reason behind this given the time restrictions.
• leave a blank space for the name to be engraved at a later date - this can be expensive to do after the fact, however some clients still prefer this option.
• avoid shipping time by picking up your order from us if you live in Brisbane - you will still need to provide us the winner's names at least 2 business days prior to your scheduled pick up date.  A rush fee may apply to this scenario, depending on how much time you allow us.

We're open Monday to Friday 8.30am to 5pm (AEST).  

We close on QLD public holidays and for our annual shutdown between Christmas & early January.

Our average email response time is less than 2 hours, however this may extend to 4 hours during peak periods. 

Our online store is open for business 24/7. If we receive your email outside of office hours, we'll get a response to you as soon as possible the next business day.

After finalising your shopping, upload your personalisation details during our 4-step checkout:

Shopping cart  >  Pick up or delivery  >  Personalise your trophies  >  Confirm & pay

Zero Zip Zilch Nada. 

Personalisation of all awards is included in our price.

Anything you want of course!  But everyone is at a loss for words from time to time; if you need some inspiration, check our artwork tips or find some beautiful examples on nearly every product on our website, but especially on our Colour Printed Awards page.

Our preferred file types are:

• Encapsulated Postscript .eps
• Adobe Illustrator .ai
• Corel Draw .cdr
• Portable Document Format .pdf

Other acceptable image types are (as long as they are at least 100kb in size):

• Standard photo file .jpg 
• Portable Network Graphic .png
• Bitmap .bmp

Our design team will assess the suitability of your uploaded file for engraving / printing and contact you with any issues.

Our online entry system is straightforward and our preferred method to ensure optimal accuracy in the design phase.  It includes both spelling and grammar check features and in most cases lets you preview your award as you type.

However we appreciate that larger orders can be complex, so if your order is greater than $500, when you reach the PERSONALISE YOUR TROPHIES page during checkout, you can choose the EMAIL TO US option.  Our preferred document types are:

• Excel spreadsheet (.xls) (.xlsx)
• Word document (.doc) (.docx)

Please set out the document in an easy to read format so we can determine your requirements. 

Absolutely.  If you are purchasing from our range of corporate awards, custom awards, trophy cups, honour boards etc, we will email you a full scale artwork proof within one business day. 

For all other basic awards, such as sports trophies and medals, you will style these yourself using our styling editor during the checkout process.  It includes both spelling and grammar check features and in most cases lets you preview your award as you type.  The onus is on you to enter all details correctly (eg names, dates etc) and to choose the most appropriate fonts and styles for your requirements. 

We use different processes depending on which one has the best effect on a particular product.   These include:

Laser Engraving - a laser is used to etch your design either directly into the surface of your award or on an engraving plate attached to your award, using a high-energy, focused laser beam.  Hugely versatile, we can use this process for engraving sports trophies, acrylic awards, crystal awards, glass awards, plaques and more.

UV Printing - is a process where UV curable inks are laid down directly to the surface of the award, which are then cured by a UV light for a bright, textured and durable finish.  Our new generation UV printers allow us to print directly onto flat surfaces of glass, crystal, plastic, metal and timber products, creating beautiful, realistic textures and vivid colours with incredible detail.  Hugely versatile, we can use this process for printing on sports trophies, acrylic awards, crystal awards, glass awards, plaques and more.

Rotary/Diamond Drag Engraving - is the process by which a spindle driven tool cuts into the surface of the material to a set depth, carving a groove or character into the surface.  Alternatively in softer metals, a diamond tipped cutting tool drags or routs the groove into the surface of the award.  Although attractive, this is an expensive & time intensive method which we generally only use for our range of prestige silver cups, or to match engraving on existing perpetual awards.

Colour Sublimation: is a process through which sublimation inks are printed onto specialty paper, which is then heat transferred to aluminium plate with a colour receptive coating.  Sublimation has mostly been phased out by UV colour printing, although we still use the process in a small number of applications where UV can't be used.

This varies item to item and is dictated by the size of the printable / engravable area; you can find specific details on each product page (noted in 'specifications').  For each item we've allowed what we assess to be the maximum amount while still being readable. 

Yes, even Klingon..

But because we can't proof your order we require you to provide us your engraving / printing info as a PDF file - with fonts converted to curves, or a high resolution image file (.jpg).  Call us to discuss if you're unsure how to do this. You will receive an artwork proof for you to approve before your order goes to production.

Enter your code in the Promo code field on the shopping cart page, then hit 'apply'.  Your subtotal will automatically adjust. 

Please ensure you enter your code into the Promo code field on the shopping cart page, then hit 'apply'.  The discount does not apply to the delivery or insurance components.  Please make sure that you meet all the qualifying criteria i.e. minimum spend and validity.  If you still believe your promo code should work, contact us to resolve.

Only one promo code is redeemable per order.  You must enter the promo code at checkout to redeem.  Promo codes are only redeemable for online orders.  Promo codes expire.

Please make sure that you meet all the qualifying criteria i.e. minimum spend and validity.  Promo codes apply only to products and do not apply the delivery or insurance components of your subtotal.  For Free Delivery promos, if your order falls below the free delivery threshold then normal delivery fees apply.

Only if you ordered via our website during the promotional period, and it meets the Ts&Cs for this promotion.  Reach out to our friendly customer service team to help.

Yes!  Our Instant Price Match Guarantee provides peace of mind that you'll always get the most competitive price, without compromising on our renowned quality & reliable service. If you find a cheaper price for an identical, in stock item from an Australian competitor, we will match it instantly.

We've tried to make price matching as simple and painless as possible for you, so you can price match instantly without input from us.  Just follow these 3 steps:

1)  Complete your cart

• Add your chosen products to your cart. Repeat this process on an Australian competitor's website
• Take a screenshot/s of the competitor cart displaying all items, charges and the total price

2)  Price match instantly

• Add PRICE MATCH in the promo code field in your shopping cart
• Follow the prompt to upload the competitor cart screenshot/s
• Enter the competitor price. This will automatically adjust our price to match

3)  Finalise & Pay

• Enter your personalisation details
• Add your delivery details
• Pay the lower price

Our team will verify the price and will only reach out if additional charges on the competitor website have been missed.

• The price of any identical product offered by an Australian competitor, whether it's their regular price or part of a promotional offer. 
• Any additional fees charged by our competitors, such as engraving fees, setup charges, and extras that we include in our pricing

• Shipping and handling costs are excluded. However, our $9.90 flat-rate Express shipping stands as the most affordable and quickest option available in Australia.
• No further discounts can be applied in addition to the Instant Price Match.
• Price matching is only applicable at the time of placing your online order and cannot be applied retrospectively

• Visa, MasterCard or American Express
• Direct deposit (EFT) for orders over $100
• PayPal

And of course chickens, pigs or goats..

100%.  Your payment security is absolutely guaranteed; our online payment gateway is provided by Suncorp and is protected with the highest level of secure SSL encryption. For your security we do not retain credit card details after your transaction.  See more information here.

There are no processing fees for either Visa, MasterCard or American Express for payments made on our website.

For PayPal we pass along their 2.6% processing fee.

Despite our intense efforts, on rare occasions this does happen.  We make every effort to rectify the situation in time for your event as a matter of absolute priority.  Please contact us straight away.

Please contact us straight away.  If you chose the Freight Protection option when you placed your order, we will either refund your purchase or replace the product free of charge as a matter of absolute priority. 

If you did not choose this insurance option, we're still a friendly bunch, and may replace the goods for you at our cost price + a re-delivery fee.

You may request a refund if the product you've received is faulty or does not match the product description, provided you let us know within 14 days of receiving your order. 

Due to the personalised nature of our products, you are not entitled to a refund if you have simply changed your mind or ordered incorrectly e.g. chose the wrong size or colour.

Our number one priority is customer satisfaction.  Please contact us straight away and one of our friendly sales team will assist with resolving the situation as a matter of absolute priority.

Due to the highly personalised nature of our service & how efficient our processes are, cancellations can be tricky and subject to the following conditions:

• orders which have not yet been personalised may be cancelled.  There is a cancellation & re-stocking fee of 20% of the original order value
• orders which have been personalised, but have not yet left with our delivery partner may be cancelled.  The cancellation fee will be equal to the full cost of the order, less the delivery fee.
• orders which have left with our couriers cannot be cancelled.