Frequently Asked Questions

Shipping costs are calculated at checkout based on your order and location. To make things easy, we’ve partnered with trusted delivery providers like Australia Post, CouriersPlease, Sendle, and Aramex, so you can choose the option that works best for you.

And the best part? Orders over $300 ship free anywhere in Australia!

Standard production time is 5 business days.

Need it faster? Choose one of our Fast Track options:

• 4 business days – $30 or 15% of your order total (whichever is higher)
  
• 3 business days – $40 or 25% of your order total (whichever is higher)
  

Shipping time depends on your postcode and is calculated based on AusPost Express estimates. You’ll find expected delivery dates at the bottom of our website in the delivery banner.

Some products, such as honour boards or custom items, may require additional time. Details are available on each product page.

Absolutely! We’ll keep you in the loop every step of the way. Once your order is shipped, you’ll receive an email with a tracking link.

You can also track your parcel directly through our website for added convenience.

Just a heads-up — tracking details may take a little while to update after dispatch.

Yes, and it’s very affordable—usually less than a coffee. The exact cost is calculated at checkout and depends on your cart value.

Note: Insurance doesn’t cover delays in delivery time.

Yes, you can! If you have a safe spot at your delivery address, you’re welcome to give authority to leave the parcel without a signature during checkout.

Just keep in mind — once the parcel has been delivered, we can’t take responsibility for any loss or damage.

By default, we offer Authority to Leave, so if you're not home, your parcel will be left in a safe spot at your address.

Prefer someone to sign for it? Just select Signature Required at checkout. If no one’s available, you’ll receive a card with details to collect your parcel from the nearest collection point.

For time-sensitive deliveries, we recommend using a business address to ensure someone is available to receive it.

Yes, and we highly recommend it for time-sensitive orders. Deliveries to commercial addresses tend to be faster and more reliable.

Yes, we can! Thanks to our partnership with Australia Post, we’re able to deliver to PO Boxes and Parcel Lockers right across Australia.

Yes, we can! While our website currently supports shipping within Australia and New Zealand, we’re happy to help with international orders.

Just reach out to our team, and we’ll work with you to arrange the best shipping option for your location.

No problem at all! Our system currently only accepts Australian and New Zealand billing addresses, but there are two easy workarounds:

• Use an Australian billing address temporarily during checkout, or
  
• Tick “Billing details same as delivery” and leave your actual billing address in the order notes — we’ll manually update it on our end.
  
  If you need help, our team is just a message away!

Yes, you can! Pickup is available from our facility at 88 Hassall Street, WETHERILL PARK, NSW, 2164

We offer flexible production timeframes to suit your needs:

• Standard Production – 5 business days
• Priority – 4 business days ($30 or 15% of your subtotal)
• Express – 3 business days ($40 or 25% of your subtotal)
  
  

Please note: Fast Track options may not be available for all products, especially during peak periods (like November).

Some custom-made items may also require extra time — any extended lead times will be clearly listed on the product page.

Absolutely! You can easily reorder past purchases by logging into your account (top right of our site), selecting a previous order, and clicking the Reorder button. This will add the same products and quantities to your cart for easy checkout. You can also make any changes before completing your order.

Need help? Get in touch with us and we’ll be happy to assist.

We’re happy to accommodate small orders! However, to help cover processing costs, a small handling fee applies:

• Orders under $20: $10.00 handling fee
• Orders between $20–$30: A small handling fee will apply (calculated at checkout)

No matter the size of your order, we take just as much care to ensure everything is made to our usual high standard.

Yes, you can — but please be quick! We often begin production shortly after your order is confirmed, so any changes need to be requested as soon as possible.

If you need to update something, reach out to us right and we’ll do our best to help.

No worries — this is a common situation, and we’ve got a few flexible options:

• Use “WINNER” or a generic title – A popular and budget-friendly choice that still looks great.
  
• Leave a blank space – This allows for engraving later, though a small additional fee may apply.
  
• Need help with wording? Ask our AI Chat Bot — it’s available on our website to help you come up with names, phrases in seconds.
  
• Pick up in person (Sydney only) – You can send us the final names at least 2 business days before pickup. Rush fees may apply depending on how close we are to your deadline.
  

Whenever possible, we recommend placing your order early to keep things smooth and stress-free!

Our team is available during the following hours (AEST):

• Monday to Thursday: 8:00am – 5:00pm
• Friday: 8:00am – 4:00pm
• Saturday: 8:00am – 12:00pm (please call ahead to confirm)
  

We’re closed on NSW public holidays and during our annual Christmas break through early January.

Our online store is open 24/7. If you contact us outside of business hours, we’ll get back to you on the next working day.

During peak periods, please allow up to 4 hours for a response — though we usually reply much sooner!

All personalisation details — including engraving text, logos, or layout preferences — are added directly on the product page before you add the item to your cart.

This helps ensure we have everything we need to get started on your order right away.

Not at all — it’s completely free!

Personalisation is included with every award at no extra charge.

If you’d like to upgrade to UV colour printing, a small additional fee will apply — but we’ll always let you know upfront.

You can personalise your awards however you like — names, titles, logos, dates, messages… whatever suits the occasion!

Not sure where to start? Our AI Chat Bot is available on the website to help you with wording, layout ideas, and more.

Once your order is placed, our design team will send you an artwork layout for approval before we begin production — so you’ll know exactly what to expect.

We recommend uploading one of the following formats:

Preferred files:

• .eps (Encapsulated Postscript)
• .ai (Adobe Illustrator)
• .cdr (CorelDRAW)
• .pdf

Also accepted (minimum 100KB):

• .jpg
• png
• bmp

Our design team will check every file for compatibility and contact you if adjustments are needed.

Yes — just select the "Email Later" option on the product page before adding the item to your cart.

To make things easier, you can also download a template directly from the product page.

We accept files in the following formats:

• Excel (.xls, .xlsx)
• Word (.doc, .docx)

Please ensure your file is clear and easy to read so our team can prepare your order accurately.

Yes.

For corporate awards, custom items, trophy cups, and honour boards, our design team will send you a digital proof for approval — usually within one business day.

For standard trophies and medals, personalisation is entered during checkout, but the plate design is handled by our team. We’ll make sure everything looks clean and professional — just be sure to double-check your spelling and details before submitting.

We use a variety of professional techniques to suit different materials and finishes:

• Laser Engraving – High-precision laser etching, either directly onto the surface or on an attached plate. Perfect for trophies, plaques, acrylic, crystal, and more.
  
• UV Colour Printing – Vivid, full-colour printing that’s durable and detailed. Best suited for flat surfaces like metal, glass, and wood.
  
• Rotary & Diamond Drag Engraving – A traditional method ideal for premium silver cups, perpetual trophies, and metal plates.
  
• Laser Cutting – High-precision cutting for clean, custom shapes in materials like brass, stainless steel, and acrylic.
  
• Powder Coating – A durable, vibrant colour finish applied to metals — perfect for achieving bold colours and a professional look that lasts.

There’s no strict character limit — we can fit as much text as you like!

However, the more text you include, the smaller it will appear on the plate. For the best balance of readability and design, we generally recommend 3 to 4 lines of around 30 characters each.

If you’re unsure, our team is happy to advise — or you can ask our AI Chat Bot for layout suggestions.

We sure can — and that includes fictional or stylised text (yes, anime fans, we’ve got you covered!).

To get it just right, please upload a high-resolution file or a PDF with fonts outlined, so we can see exactly how the text should appear.

You’ll receive a proof to approve before we start production to ensure everything looks spot on.

When you're on the shopping cart page, simply enter your promo code in the Promo Code field and click Apply.

Your discount will be automatically applied to your order total (excluding delivery and insurance).

If your code isn’t applying, double-check the following:

• It was entered in the Promo Code field on the cart page
• You’ve met all the promotion’s terms (like minimum spend or valid dates)
• The code isn’t expired or already used

Still having trouble? Contact us and we’ll help you out.

• Only one code can be used per order
• Must be entered during checkout — no exceptions after payment
• Codes are only valid for online orders
• Promo codes expire, so check the deadline
• Discounts apply to products only — not delivery or insurance
• If using a Free Delivery promo, the discount applies only if your cart meets the minimum spend; if not, normal delivery fees will apply

It happens! If your order was placed online within the promo period and meets the offer conditions, we may be able to apply the discount retroactively.

Please get in touch with our team as soon as possible, and we’ll do our best to help you out.

We keep it simple and flexible! You can pay using:

• Visa, MasterCard, or American Express
• Afterpay – shop now, pay later in 4 easy instalments
  

If you need an invoice or have any special payment requests, feel free to reach out — we’re here to help.

Absolutely — your payment is 100% secure.

We use Shopify’s trusted checkout system, which meets the highest industry standards, including:

• PCI DSS Level 1 compliance — the gold standard for handling card payments
• SSL encryption (HTTPS) — protects your data during every transaction
• No card details are stored — your information stays private and secure
• Built-in fraud detection — adds an extra layer of protection
  
  Shop with confidence knowing your personal and payment information is protected by enterprise-grade security.
  
  

• Visa, MasterCard, American Express: No fees — you won’t be charged anything extra.
• Afterpay: No additional fees for using Afterpay at checkout.

While we take great care with every order, mistakes can occasionally happen — and if they do, we’ll make it right as a top priority.

If something’s not correct, please .contact us straight away, and we’ll work quickly to fix the issue and ensure your event goes off without a hitch.

Oh no — we're sorry to hear that!

If you selected Freight Protection at checkout, we’ll replace or refund your item at no cost to you, as a priority.

If you didn’t select it, don’t worry — we’ll still do our best to help. We may offer a replacement at No Charge but a re-delivery fee.

Just get in touch with us as soon as possible.

Yes — if your item is faulty or not as described, and you let us know within 14 days of receiving it, you’re eligible for a refund.

However, since our products are custom made, we unfortunately can’t offer refunds for:

• Change of mind
• Incorrect selections (e.g. wrong size, colour, or design submitted)

Customer happiness is our top priority.

Please contact us and one of our friendly team members will work with you to find a solution quickly.

Yes, but conditions apply depending on where your order is in our production process:

• Not yet personalised: You can cancel. A 20% cancellation & restocking fee applies.
• Personalised but not shipped: Cancellation is possible, but you’ll be refunded only the delivery fee (the rest is non-refundable).
• Already shipped: Unfortunately, cancellations are not possible at this stage.