The following are Frequently Asked Questions to assist you with your shopping experience! If you have any questions that are not answered here, please contact our Customer Service team 919-553-1711 or email to cs@aetrophy.com
FAQ
• What is the cost of personalization?
We offer free, unlimited personalization on most Trophies, Plaques, Cups, Glass, Crystal, Acrylic and Gifts.
Medals are an additional $.50/ea for engraving.
• Can I pay with a Purchase Order/Check?
Yes, A&E Trophy allows pre-approved businesses and organizations to use purchase orders when ordering online. To pre-qualify for credit, please contact us before placing an order. Please note, that orders requiring express fulfillment must be paid in full prior to shipment.
• How much does shipping cost?
Shipping cost is based on the items that you have in your shopping cart, how fast you need your order, and where you are shipping the order to. We offer FREE Ground and Economy Shipping on ALL orders over $100. If your order is not over $100, you will be able to calculate your shipping costs in your shopping cart.
• I just received my order and it is wrong/damaged. What should I do?
If products are damaged during shipping or A&E Trophy made a mistake, let us know within 48 hours of receipt of your order and we will send out a FREE replacement or credit your account, whichever you prefer.
• How long will it take to receive my order?
During checkout, the website will ask you for your delivery date. This is the date we GUARANTEE delivery. Once you enter in your date, you will be able to choose from the best available shipping options to guarantee delivery by this date.
For most awards products, our standard production time is 3-5 business days plus time in transit to you, 1-5 business days with standard shipping.
• What is the best way to place my order?
Directly through the website. Due to the fact that almost every single item we sell is customizable, placing your order through the website ensures that we have the most accurate spelling and formatting for your order. The website will keep all artwork and files uploads associated with your order for quick and easy reference. If you cannot place your order through the website, you may order via email. Please email all detailed order information to cs@aetrophy.com
• Can I make a change to my order?
Yes, but contact us as soon as possible! We understand that mistakes happen and if you catch an error, you can reply directly to your order confirmation email with the change and we will make sure it is applied. Keep in mind, we are FAST. So if your order has already been personalized, an order change may be subject to a fee or require a new order to be placed.
• How do I submit my customizations?
If personalization is available on an item, you will be asked if you want to upload a file containing your personalizations or if you want to enter it in directly to the website. Our designers will format your personalizations to look the best but if you want to see a proof of layout and formatting before we begin printing, please request a proof in the item comments box.
• Will I receive confirmation that my order was place?
You will receive an email confirmation within a few minutes of placing your order. This email will be sent to the email associated with your account or the email address supplied in check out. Please be sure to use a valid email address in checkout. Sometimes our email can get filtered to the spam folder so be sure to check there if you have not received it within a few minutes.
• How do I track my order?
Once your order ships, you will receive with tracking information. This tracking email will be sent to the email address provided during the checkout process. Tracking numbers will also be posted to your order history page in your account dashboard.
• When is the absolute last day that I can place my order?
Shipping times and production times can vary based on the different types of products that you are ordering.
In general, personalized awards are ready to ship in 3-5 business days. We are able to ship earlier, if requested.
To get the exact delivery times you will need to put your items in your cart and proceed to checkout for shipping estimates and rates. Rates and estimated delivery times are subject to change without notification. Please provide as much time as possible to ensure your order arrives on-time.
• What is the shipping cost?
Economy and Standard shipping are FREE on orders ALL over $100.
We charge a flat rate of $11.95 on all orders under $100.
• Do you offer free shipping?
Economy and Standard shipping are FREE on orders over $100.
• Can I place an order and come to your location and pick it up to save on shipping?
Yes. Pickup is available to customers located near our facility in the Raleigh, NC area. You will see Local Pickup as a shipping option once you confirm your address and select your delivery date. If your address is not in the area but you are willing to come to Clayton area to pick up, please contact us prior to placing your order.
• How much does it cost to personalize?
The cost of personalization is included in the price of the awards, with the exception of engraving on the back of medals. The cost for engraving on the back of medals is $0.50 extra per medal.
• How many characters can an award have?
Engraving is unlimited and we do not charge for additional characters. Keep in mind, the more text and information that is added, the smaller it will be. If the customization fields are cutting you off please feel free to provide your information in the item comments box or upload a file containing your information.
• Can I add my Logo?
If a specific product allows for a logo, you will see an section to upload your artwork. For best results, provide vector art in an eps, pdf or ai file.
• Can I pay by a PO?
Yes, A&E Trophy allows pre-approved businesses and organizations to use purchase orders when ordering online.
• Can I pay by a check?
Yes. You will need to place all of your items in your cart to gather the total. Then mail us a check/money order. Once that check is received we can process the order and ship it out to you.
• Do you accept PayPal?
Yes.
• What mailing address do I send payment to?
Please send your payment to:
A&E Trophy
327 East Main St.
Clayton, NC 27520
• What file type should my logo be?
For the best logo quality, we recommend vector files (EPS, AI, PDF, CDR) or high-resolution image files (JPEG, PNG) that are clear and free of any pixelation.
• When will I receive my design proof?
Once your order is placed through the website, you will receive a design proof before we enter into production. We do not provide a proof prior to the order being placed.
• Can I get my logo in color?
Yes. Full color logo printing is available on many of our awards. If it is not available, we will contact you asap.