Frequently Asked Questions

It’s FREE in most cases for the standard personalisation method. The price you see is the final price, unless there are additional personalisation options for the product.

You can upload files and write instructions at the checkout.

If you don’t have all the info ready at the checkout, you can email it later

We prefer engraving details to be provided in an Excel spreadsheet or a Word document.

High resolution files are ideal for high resolution reproduction

We prefer these file types:

• Vectorised Encapsulated Postscript .EPS
• Adobe Illustrator.AI
• CorelDRAW.CDR
• Portable Document Format .PDF

Other image types that can be used are:

JPEG, PNG, BMP – The higher the resolution, the better the reproduction

Yes, we will send you an art proof, usually the day after you place the order for all awards other than standard sports trophies and medal engraving.

We can certainly do so, but since we’re unable to verify the details, we need you to provide your engraving or printing information as a PDF file with fonts converted to curves, or send us the engraving in a Word document along with the font.

If you're unsure how to create this, feel free to give us a call - we're happy to assist. You’ll receive an artwork proof for approval before we move your order into production.

If you find a better price in Australia for the same finished product, we will beat it by 10%. Our policy ensures you always get the best price along with our quality and service guarantee.

It's pretty simple:

1. Add the items to your cart on our website.
2. Upload a competitor’s quote or a checkout screenshot that shows all product codes, descriptions, and prices.
3. Send the order to us as an enquiry and request a price beat offer
4. We’ll review it, and if approved, we’ll adjust your cart and send it back to you.

1. ·         Shipping costs are not excluded from the Price Beat Offer
2. ·         Price matching is only available at the time your online order is placed and cannot be applied after the order has been submitted.
3. ·         We reserve the right to refuse our Price Beat offer for any orders not placed online.

You can pick them up, or we will deliver via a third party courier company. We only use reputable shipping companies to deliver your order.

In most cases, shipping is overnight or within 2 days of dispatch. In more remote areas, it can take longer.

Yes, you can. At the checkout, you can request a delivery time. All products display the minimum production day on their respective product pages. If your delivery date request is inside this time frame, we will do our best to make it happen. In some cases, additional charges may apply.

Yes, we will send you the tracking details once your order has shipped. Sometimes, tracking information may take a few hours to appear online.

Tracking links to our leading shipping companies are here:

TNT-FedEx Express
Transcoast
Capital Transport

You sure can. There is an option at the checkout for you to instruct this. By selecting this, you accept full responsibility for the order once it has been delivered.

If you don't agree to leave in a safe place and you are not there when your delivery arrives, your order will be taken back to the freight depot and additional charges may apply for re-delivery.

Yes, you sure can.

You're welcome to pick up from our facility at 17/25-33 Alfred Rd, Chipping Norton NSW 2170

Select 'Pick Up' at checkout, and we'll see you soon.

Yes, we ship regularly to destinations all over the world. We charge in Australian Dollars so the cash conversion rate is quite favourable to you.

Yes certainly. Select 'Pick up at checkout' and tell us in the Message section of the checkout that you will book your own courier. This way we'll pack it for shipping.

We will let you know when the work is ready for pickup. We do not book your courier on your behalf or accept any responsibility for the handling of your goods by the courier.

Promotional codes are added at checkout, and the relevant items are discounted before payment is made. So you will always see the value of the promo before paying.

No, sorry, it can only be used at the time of purchase.

No, Sorry, Promotions with codes are only redeemable with online orders.

Ok, let's check a few things to find a solution:

• Check that the code has been entered correctly
• Check if the promotion has not expired
• Make sure you have met the criteria, such as minimum spend
• Discounts only apply to the items on promotion.
• Discounts do not apply to shipping unless they are specifically stated as a shipping promotion.
• If you still believe it should work, please don't hesitate to contact us for assistance.

• Promotional codes are only redeemable for online orders. You must enter the code at the checkout.
• Promotional codes are not redeemable for email, phone or site visit orders.
• Promotional codes are only valid for products that are not on promotion.

To make the order viable, it needs to reach a minimum of $33.00 before shipping to qualify as an order. 

Yes, you can if you created an account. You will be able to log in and view all your past orders, as well as reorder from there. The order is added to your cart, and you can then make changes before proceeding to checkout. It makes annual orders easy.

If you did not choose to create an account, you can send us an email. We will have a record of the previous order and can create a new order for you.

Yes, you can change your order; however, charges may apply if we have already purchased the stock or commenced the personalisation work. 

We are well known for making it happen, so the answer is usually yes. If it's incredibly urgent, please call us or add the products to an enquiry and send. 

In the unlikely event that your order is incorrect, please get in touch with us immediately, and we will take the necessary steps to rectify the issue.

Please take a photo and send it to us as soon as you receive the order. We will take the necessary steps to rectify the issue.

Damages must be reported within 24 hours of receipt of delivery.

Due to the personalised nature of our products, we are unable to offer refunds for change of mind purchases or customer errors, such as selecting incorrect sizes or colours, or if you don’t like the item. 

Please reach out to us. We want you to be happy, so we can try to find a satisfactory solution.

Yes, you can, but if we have already purchased the stock or done personalisation work, then a charge is likely to be involved.

Yes, you can, but there is a 30% restocking fee. If any personalisation work has been done, we’ll have to charge you for it.