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Help & Info>>FAQ

 

SHIPPING

1.   How much does shipping cost?

Ground shipping is free on all prepaid orders over $85.00 (if ordered and shipped in the continental US) on in-stock Column Trophies, Stock Wood Trophies, and Stock Plaques. Other shipping option charges are based on the weight of package and distance of destination from our factory.

2.   When will my order ship?

On Standard Orders for Stock Products it takes 24-48 hours in house for processing, production and engraving, then your order will ship. Large Trophies, Wood Trophies, and Plaques can take up to 5 Days to produce. Custom Medals, Pins, & Rings have an estimated production time of 30-45 Days. You may check the estimated shipping and arrival dates for yourself at any time with our Shipping Estimator. Additionally, an email with your tracking number will be sent to you as soon as your order has shipped.

3.   How do I track my package(s)?

You will receive an email with your tracking number(s) as soon as your order ships. If you do not you can call 800-882-9273 and an award specialist can help you.

 

4.   Why am I getting charged shipping when my cart is over $85?

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. Only Column Trophies, Wood Trophies, & Plaques are eligible for Free Shipping.

 

Returns, Cancellations, Issues.

1.   If I have an issue with my order, what should I do?

Please email our Customer Service Department at sales@usawardsupply.com or respond to your Order Confirmation email with your issue within 24 hours of receiving your order. This will send your complaint to the associate that you worked with and they will respond to your issue in a timely manner. Please have your order number, name, or phone number associated with your account included in the email.

2.   I would like to return my order, what should I do?

Please contact our Customer Service Department at 1-800-882-9273. 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 receiving your RMA (Return Merchandise Authorization) number. Please refer to our Return Policy

3.   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.

4.   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.

5.   What should I do if an item is missing from my order?

You must call 800-882-8273 and speak with one of our Award Specialists. Please have your order number and/or email address ready when calling.

 

PRICE GUARANTEE

1.   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.


ORDER QUESTIONS

1.   What payment methods does USAwardSupply accept?

We accept Visa, MasterCard, American Express, Discover Cards online. Check, Money order and P.O.'s (from public and private schools only, We reserve the right to refuse any purchase order. We must have the Name and Number of Person writing the check with appropriate authorization before the order is processed.) are also accepted, please call our office and we will assist you. PayPal is also an acceptable method of payment, please call our office at 800-882-9273 to use this method. International orders must have a U.S based credit card. Please refer to our Payment Policy.

2.   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.

3.   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 USAwardSupply’s, any questions should be directed to your debit card issuer.

5.   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.

6.   How would you recommend I place my order?

www.usawardsupply.com is the best way to place your order. It's easy, fast and you can enter all your engraving (if applicable) during the process of your order.


PRODUCT INFORMATION

1.   What is resin?

Resin is a material made by combining synthetic substances which can be molded and then hardened.

2.   What is diecast?

Die casting is a process that is characterized by forcing molten metal under high pressure into a mold to create the desired shape.

3.   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.

4.   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.

5.   What is a column?

A column is a decorative tube that connects the trophy base to the trophy figure on most traditional trophies.

6.   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


1.   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 email or call us to see if it is possible to place your desired figure/insert on the product you want.


Our customers are PROTECTED and SECURE!
TRUSTENORTON

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