Frequently Asked Questions
Above are UPS Ground Transit Times. This includes shipping times for UPS Ground & the Free Shipping option if your order is over $100.
How long will it take for my order to be processed?
If your order is placed by 2:00pm Eastern Standard Time, then your order will be shipped out 3-4 working days later (pending your emailed proof approval). If it is after 2:00PM then it will ship out 4 working days later. Please remember to factor in weekends and major holidays into your shipping time.
How long will it take for my order to be shipped to me?
We ship all of our orders via UPS Ground. Below is a map from UPS.com that shows how many days it will take to receive your order once it has been completed and shipped out.
If you need your order expedited, then you can select it at the end of your order as we provide 3 Day, 2 Day and Overnight Delivery. (Please remember that this is for the shipping time only and we do need 3 days to process your order before shipping it out.)
***Express shipping and expedited order:
We reserve the right to ship your order at a slower speed than you selected if we expedited your order in house. In either case, your order will arrive to you on the same date no matter which route, expedited shipping or expedited order in house.
How much is shipment?
Orders $100 and over include FREE Shipping! Orders under $100 will have their shipping cost calculated in the shopping cart by our system that is hooked up with UPS Worldship’s system.
Will there be any extra charges for adding logos to my awards?
No. HitTrophy.com does not charge for adding your logo to your awards, unless the quality of your image is too poor for us to work with.
What file types does HitTrophy.com accept and prefer?
Vector artwork of AI, EPS and CDR files are preferred. We also accept Hi Resolution versions of JPG, PNG, GIF, TIF and PDF files.
What if I only have a low resolution artwork file of my logo?
If you only have a low resolution artwork file, we encourage you to attach it to your order anyways. We may be able to work with and clean it up for no cost. If the logo is too poor of an image to work with, then we will contact you about your options at that point.
Will I receive a digital proof before you send my order into production?
Yes. HitTrophy.com emails digital proofs for all orders unless the customer notifies us otherwise. YOUR ORDER WILL BE PUT ON HOLD PENDING YOUR ARTWORK APPROVAL. Please keep a close eye out for an email from HitTrophy.com because sometimes our emails get sent to a junk folder. Please contact us if you have not received a digital proof within 24 hours of your order.
What if I place an order, receive my digital proof and for whatever reason I decide to cancel my order before it goes into production?
While we do offer free digital proofs on all orders and we do offer full refunds for cancelled orders before they go into production, we will remove $20 from your refund for the cost of producing a digital proof on a cancelled order. IE: If your order cost $320, then you will receive $300 back on your refund.
What if I have a specific font that I would like to use on my award that is not an option on the Design Lab?
At HitTrophy.com we have over 1000 fonts, so chances are that if you need a specific font on your award, we have it in house. Just type in your text for your award and then in the “Special Instructions Box” be sure to point out that you would like a different type of font and then list it there.
Will my plaque or award look exactly how it looks online?
Because of the different shading and lighting of the thousands of computer monitors out there today, it is hard to say that your award will look exactly as you see it online. Another factor is the difference in wood shading. All wood types such as walnut, oak and rosewood have lighter and darker hues to them. Rosewood is the extreme example of this as it can range from a darker maroon color to a distinct red color.
What countries/territories does HitTrophy.com ship to?
At this time HitTrophy.com only ships to the contiguous United States. We are in the process of adding other states and countries to our list, but at this time we only ship to the lower 48 states.
What if I don’t find a specific item that I am looking for?
If you’ve look through our website and still don’t see the exact item that you’re looking for, feel free to send us an email anytime with your special requests. We have hundreds of items in store that we don’t have listed on our website. Chances are, even if you don’t see it on our website, we probably will have it in house.
What if my Deluxe Gift Box is damaged during shipment?
While we do our best to deliver our awards in excellent condition, there is an extremely small percentage of the time that the Deluxe Gift Box that the award comes in may become damaged. Because our awards come to us from our suppliers as a packaged set, we do not guarantee that we will be able to replace a damaged Deluxe Gift Box. There are times that our suppliers do have replacement boxes for certain award types, but unfortunately not all of them. If we cannot get a replacement Deluxe Gift Box from our supplier, then we regrettably cannot get a replacement for you. If your engraved award is damaged during the shipping process, then we’ll always stand behind our products and will replace the damaged award.
What if I am ordering over double digit quantities of awards? Can I get a quantity discount?
Yes, on some items we do offer discounts on larger quantities, but at this time our website does not have the ability to offer you this discount. Please contact us by any means listed on our contact page and a customer service representative will be happy to help you out.
What is HitTrophy.com’s return policy?
Due to the fact that all of our items are personalized in one fashion or another, we do not accept returns on any items, unless they’re one of these exceptions:
1. There was a mistake on our part with the personalization or engraving.
2. The item has a flaw or was damaged during the shipping process.
What is the time length that Hit Trophy accepts returns?
If your items meet the “mistake or damage” criteria listed above concerning returns, then you will have 30 days from the date that your items were delivered to your location. After 30 days, your order will no longer be accepted for a return or granted a refund.
What are Hit Trophy’s hours of service?
We are open Monday-Friday, 9:00AM – 5:00PM EST.
Please forward on any unanswered questions to sales@HitTrophy.com and a friendly customer service person will get back to you with an answer shortly.