Frequently Asked Questions

Shipping

How much does shipping cost?
You can get free ground shipping on all prepaid orders over $95.00 (if ordered and shipped in the continental US). Other shipping option charges are based on weight of package and distance of destination from our facility.
When will my order ship?
After an order is placed it takes 24-48 hours in house for processing, production and engraving, then your order will ship.
You may check the estimated shipping and arrival dates for yourself at any time with our Shipping Estimator
If you need your order faster please call 800-286-7096 and we will try our best to assist you.
How are APO/FPO orders shipped?
APO/FPO orders are shipped US Postal Service and are not eligible for free shipping. These orders may take 7-10 working days to deliver after processing. Please note: we do not control delivery time and some APO and FPO orders may require as much as 6-8 weeks. Shipping quotes given on our website are for UPS only and are not valid for USPS charges. We will calculate the correct shipping once an order has been received and we will contact you with the correct costs. We apologize for any inconvenience.
How do I track my package(s)?
You will receive an email with your tracking number(s). If you do not you can call 800-286-7096 and an award specialist can help you.
Why am I getting charged shipping when my cart is over $95?
This is usually because something in your cart does not meet the requirements for free shipping. Acrylic, Glass, Crystal, Medals, key chains, certificates, lanyards, mugs, water bottles, promotional items, gift sets, coins, flash drives, additional engraving plates, pins & ribbons are not eligible for this offer.

Returns / Cancellations / Issues

If I have an issue with my order, what should I do?
Please contact our Customer Service Department at 1-800-286-7096. Please have your order number or email address associated with your account available.
I would like to return my order, what should I do?
Please contact our Customer Service Department at 1-800-286-7096. Please have your order number or email address associated with your account available. This must be done within 48 hours of receiving delivery. All items must be received within 7 business days of recieving your RMA number.
Why am I getting charged shipping when my cart is over $95?
This is usually because something in your cart does not meet the requirements for free shipping. Acrylic, Glass, Crystal, Medals, key chains, certificates, lanyards, mugs, water bottles, promotional items, gift sets, coins, flash drives, additional engraving plates, pins & ribbons are not eligible for the free shipping offer.
I have not received any emails from you about my order, why?
Our system automatically updates you and sends out emails. Unfortunately, certain email providers block our emails and label them SPAM. Services such as Gmail, Hotmail & Yahoo Mail are our main issue. Please check your SPAM folder for your email from us, If you still can't find your emails from us, just give us a call and we'll give you the info you're looking for.
Can I add to or change my order?
Due to the exceptionally fast processing/turnaround times, no order changes can be made once the order is placed.
What should I do if an item is missing from my order?
You must call 800-286-7096 and speak with one of our Award Specialists. Please have your order number and/or email address ready when calling.

Price Guarantee

Do you price match your competitors?
Yes we do! If you find a lower advertised price anywhere on in-stock merchandise we will not only meet it (on new orders only), we will beat it! Visible Proof is required (website, sales flyer, catalog, etc.). Typographical errors and competitors price match not applicable.

Engraving

Can I enter my engraving online?
Yes you can! During the purchase process you will be asked if you would like engraving, simply select yes and follow the instructions. Remember all engraving will be centered and capitalized.
Can I Put Engraving Text on a Custom Award?
Yes you can! Most awards have an engraving plate area. Engraving text cannot be put on the custom award itself, but can always be put on an engraving plate.

T-Shirts

What are the chest sizes for your T-Shirts?
Adult Chest:
S: 34-36
M: 38-40
L: 42-44
XL: 46-48
XXL: 50-52

Ladies Bust:
XS: 0/2
S: 4/6
M: 8/10
L: 12/14

Youth Chest:
S: 4
M: 6/8
L: 10/12

Juniors Bust:
S: 0/2
M: 4/6
L: 8/10
XL: 12/14

Order Status / Tracking

Where is my order?
If you want to see the current status of your order just log in to your account and check the status.

Terms to understand:
Engraving [if you have engraving in your order, your order begins processing here]
Medals [if you have medals in your order your status may reflect that your order is in medals]
Warehouse [if you have trophies or resins in your order your status may reflect that your order is in warehouse]
Shipping [This means your order is being prepared for shipping]
How do I track my package?
You will receive an email with your tracking number(s). If you do not you can call 800-286-7096 and an award specialist can help you.

Order Questions

What payment methods does Trophy Depot accept?
We accept Visa, MasterCard, American Express, Discover, Check, Money order and P.O.'s (from public and private schools only, We reserve the right to refuse any purchase order.).International orders must have a U.S based credit card.
How do i know my payments are secure?
The security of your personal information is important to us. When you enter sensitive information (such as credit card number) on our order forms, we encrypt the transmission of that information using secure socket layer technology (SSL).

We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it. No method of transmission over the Internet, or method of electronic storage, is 100% secure, however. Therefore, we cannot guarantee its absolute security.

If you have any questions about security on our Web site, you can contact us at [email protected]
Why was my credit/debit card declined?
A credit or debit card may be declined for many reasons, the most common reasons are: Incorrect billing address, Incorrect card number, Incorrect expiration date or a daily spending limit. We are not provided the reason for the decline. We recommend calling your credit card company to discuss. Please note using a debit card and being declined can result in funds being held for up to 5 business days (depending on your bank) before they are released back into your account. This is a banking process issue, not Trophy Depots, any questions should be directed to your debit card issuer.
If I am placing an international order am I responsible for duties/taxes?
Yes, duty charges and taxes are the responsibility of the customer and must be paid upon receipt.
How would you recommend I place my order?
www.trophydepot.com is the best way to place your order. It's easy, fast and you can enter all of your engraving (if applicable) during the process of your order.
How long does it take for my order to arrive?
Our turnaround time is one of the best! Your order will ship from our warehouse within 24-48 hours. Need it faster? Call we offer same day turnaround upon request (certain restrictions apply).
How can I pay?
We accept Visa, MasterCard, American Express, Discover, Check, Money order and P.O.'s (from public and private schools only).
Why am I getting charged shipping when my cart is over $95?
This is usually because something in your cart does not meet the requirements for free shipping. Acrylic, Glass, Crystal, Medals, key chains, certificates, lanyards, mugs, water bottles, promotional items, gift sets, coins, flash drives, additional engraving plates, pins & ribbons are not eligible for this offer.

International Order Questions

What payment methods does Trophy Depot accept?
We accept Visa, MasterCard, American Express, Discover, Check and Money orders. International orders must have a U.S based credit card.
If I am placing an international order am I responsible for duties/taxes?
Yes, duty charges and taxes are the responsibility of the customer and must be paid upon receipt.

Custom Logo Orders

Can i put extra text on or around my submitted logo?
Any text in logo areas will be counted as additional lettering unless it is your team/league/ organization name.
I'm not a very good artist, can you design something for me?
Yes we can! Our team of skilled designers will design you your very own custom logo award…FREE!

Product Information

What is resin?
Resin is a material made by combining synthetic substances which can be molded and then hardened.
What is poly-doming?
Poly-doming creates a clear bevel made of polyeurothane, it enhances the artwork's clarity and creates a 3D effect to the artwork underneath.
What is diecast?
Die casting is a process that is characterized by forcing molten metal under high pressure into a mold to create a desired shape.
What is trophy trim?
Trim is an accompanying decorative part of a trophy. Usually of smaller stature than a traditional trophy figure but similar in design and color. Common designs are eagles, dates, sport icons, etc. See example below.
What is a wind hole?
Wind holes are semi-circle cuts in a vinyl banner that allow wind to pass through the banner instead of blowing the banner around or damaging it.
What is a column?
A column is the decorative tube that connects the trophy base to the trophy figure on most traditional trophies. See example below.
Why are there lines running through my marble base?
The lines running through a marble base are called veins. They are a natural part of a piece of marble. Each one is unique and will have different and varying amount of these decorative veins.

Website Information

I built an award online with engraving, now I want a different trophy with that engraving. Can I move my engraving to it?
Our website does not allow for transfer of engraving from one award to another. You have a few options. 1. You can start over with the new item and retype your engraving. 2. You can start over with the new item and take a screenshot of your current engraving and email it to us with your order number, or 3. You can call us and place the order and email us the engraving.
I see a figure or insert I like but it is not available on the award I am trying purchase?
It may be out of stock or discontinued, please visit our "Option Quick View" section at the bottom of the window and click on the option (figure, insert, trim, etc.) to see all of our available options.