| Q. What is the charge for engraving?
A. We have done our best to keep our engraving costs reasonable so at this time we are still including all engraving costs in our product price. Moving the business has helped us in the overhead department, but charging for engraving goes to equipment wear and tear and maintenance, so we fear that at some point this policy will change. In the meantime:
Trophies You can fit up to three lines on the plate, and we work with it to make it look good. Yes, you can include the child's name at no additional cost!
Plaques Are not on the TrophyUSA site yet. See answers in the next question
Acrylics Include up to about 20 words of engraving, depending on the size of the item, with additional words at .40 each. We are generally not sticklers about this - we include a "reasonable" amount of engraving on each item depending on size, and only charge if we feel the wording is excessive for the piece. There is no charge for our design and artistic flourishes. For more acrylic choices, keep an eye on the 5Star site as we transition our product over there, or look at this link.
Cups We do not engrave on the cup itself, but we do engrave a plate on the base. This is included in the price.
Engrave-only items If all you need are plates, or plastic engraving, industrial engraving, or signage, these items are charged individually and there is a setup charge as well as a piece charge depending on the size and material. Talk to us about this!
Q. I need a plaque, but I can't find them on this site?
A. We do all sorts of plaques. We have disabled that feature in Trophy Builder, because we just felt the choices were too limited and we like to offer many different options. We are currently adding plaques to the 5Star site. In the meantime, look at this link and let us know what interests you. This is one of our favorite supplier catalogs and we use a lot of these styles.
Q. Can I get my logo on my plaque?
A.Yes! We have many corporate logos on file through a clipart service we subscribe to, but unfortunately not all. Therefore we need to digitize your logo for our equipment and the cost depends on the complexity as well as the quality of file you give us. If we get a black and white, high resolution (300 dpi or better) file it makes our job much easier. In most cases your logo charge will be a one-time $25 charge, and we guarantee it for 3 years. The charge depends on the complexity of the logo and the time it takes to make it engrave-ready. But there is no additional charge, no matter how many times you use it! And this does not count toward the chargeable word count on plaques or acrylics.
Q. What is your turnaround time?
A. Anywhere from 1-5 days, depending on whether we have the item and parts in stock or where we need to bring it in from. We have suppliers that are local as well as 1-2 days away. The important thing to us is that we are able to meet your schedule.
Q. What are your rush charges and policies?
A. We DO NOT have any rush charges! We try to meet your schedule, and will do our best to make that happen for you. If we can do it, we certainly will, if we can't, we'll tell you up front. We'd like to have 2-3 days on most orders, or more, but we've done projects in much less.
Q. I'm out-of-state. What are your shipping charges?
A. We charge the same freight charges that the carrier assesses to us. Our normal and preferred shipping method is UPS ground. We charge $3.50 per box for handling and packing materials above and beyond the freight charges. That's all. On Next Day or expedited shipping orders, there is a $10 charge on top of that, per shipment (not per box), since many times we have to make a special trip to get it to the terminal on time.
Q. I'm in Zebulon, just outside Raleigh. Can you deliver to me?
A. Absolutely! If you have enough time, we recommend shipping UPS. But we have met many customers halfway! Just ask us!
Q. My child's name was spelled wrong on his trophy! Can you fix it?
A. Yes! Unfortunately we do charge for this unless it was our mistake. If we receive the names clearly typed via email or fax (please enlarge your rosters when faxing to make them clear - if the roster comes over small and blurry we cannot guarantee that we will get the names right), we will correct the plate and put a new one in the mail to you asap. If the name was submitted wrong, we will be happy to redo the plate, but we charge a $4 minimum to cover our time and materials, even just for one plate. If you have several to redo from the same order, the first plate is $4 and the rest are $2 each. We do our best to check and double check our plates before sending them out, but we are only human!
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