FAQ

General

What is your return policy? Since nearly all of our products are custom made for the unique requirements of each customer order, it is nearly impossible to offer a refund. However, we are happy to consider a refund on a case-by-case basis if it is truly warranted. Please contact our Customer Service Team at (818) 765-3770. We must be notified of any issue relating to a return request within 5 days of the order delivery date. Shipping charges, engraved plates, plaques, acrylic and crystal awards, and any other type of production material consumed in the creation of a job order are NON-REFUNDABLE.
What are your business hours? Anderson Trophy is open Monday to Friday from 9:00am to 6:00pm PST.  We are closed on Saturdays and Sundays as well as major U.S. holidays.
What is the turn-around production time? Anderson Trophy strives to have the best turnaround times in the industry.  The turnaround production times for our products and services depends on the category of item; whether it is a stock, special order, or custom item; and the quantity of items in the order. Please contact one of our Customer Service Representatives at (818) 765-3770 for information specific to your order.

Artwork & Layout

Will I get a proof before placing an order? We are only able to create a proof after an order is submitted.  After making an job order is placed, you will be emailed a layout proof within 24 hours.        
Having high quality artwork and image files in the correct format are of critical important to the quality of the image we are able to deliver on our engraved items. Artwork and image file requirements depend on the how it will be used. Here are a few general guidelines for providing us with usable artwork and image files: Laser Engraving
  • Must be a Vectored Graphic File
  • Acceptable File Formats: .eps, .ai
  • Must be in black and white format with no grayscale
Sand Etching
  • Must be a Vectored Graphic File
  • Acceptable File Formats: .eps, .ai
  • Must be in black and white format with no grayscale
Full Color Sublimation
  • Acceptable File Formats: .jpg, .png, .bmp,, .eps, .ai
  • Must have minimum 300 DPI
  • We do not warrant any specific color matching
Should your artwork or image file not meet these requirements, our Art & Design Team will provide you with an estimate of charges to rework the artwork into a usable format, if it is even possible. This service will be made available and charged separately and in addition to other products or services we offer. If you have any questions, please contact one of our Customer Service Representatives at (818) 765-3770, or send us an email.

Orders

Will I get a proof before placing an order? We are only able to create a proof after an order is submitted.  After making an job order is placed, you will be emailed a layout proof within 24 hours.        
I am getting 100 trophies, 60 for boys and 40 for girls. Will I still get the 100 trophy quantity price? Our quantity discount applies to awards of the same style.  As long as the style of the award is the same, you will receive the quantity price break.
How can I get a price quote or estimate? Absolutely. We look forward to providing you with a no obligation price quote.  Please call and speak with one of our Customer Service Representatives at (818) 765-3770.
How do I track my order? You can track your order by simply calling us at (818) 765-3770.  Our Customer Service Team is available Monday to Friday 9:30 AM to 6:00 PM PST.
Can I change my order once it has been placed? Changes to your order can be accommodated before you provide approval of your job order. Once we have received your approved proof and your job order has been sent into production, we can no longer entertain changes to the file, artwork, quantity, product options, etc. How do I make a change to my order? If you have not approved your proof or job order, you can make an order change request by calling (818) 765-3770. Our Customer Service Team is available anytime between 9:30 am and 6:00 pm PST to assist you. *Note: Do not resubmit your order on our online shop. This could result in duplicate orders and duplicate charges to your credit card.
Can I cancel my order? An order may be cancelled on condition that no work has been completed for that job order.  In this case, the customer will be charged a $15 cancellation fee in addition to any fees charged for proofs or samples, if applicable. However, an order cannot be cancelled if and when:
  • The order has been sent to production.
  • The ordered item has been produced.
  • The order is already packaged.
  • The order is en route to you.
  • The order has been delivered.
  • In such cases, please understand that we are unable to cancel any orders and the customer shall be charged in full.
How do I cancel my order? To file an order cancellation request, please contact us at (818) 765-3770 at any time. Please remember that an order may be cancelled given that no work has been completed for that order.  A Customer Service Representative will inform you of applicable cancellation charges. What happens if there are pricing errors in your site? We make every effort to ensure that all information on our site is reliable and accurate, including product description and pricing.  However, should a product be listed at a wrong price or with incorrect information due to typographical or human error, please note:
  • We have the right to refuse or cancel any orders placed whether or not the order has been confirmed.
  • If your order is canceled due to a pricing error and your credit card has already been charged, we will immediately issue a full refund.
Product prices are subject to change without prior notice. Please check before placing your order.
Can you do a Rush Order? Anderson Trophy takes every opportunity offer our customers fast and competitive turnaround production times.  However, if these standard production time-frames do not meet your requirements, please contact one of our Customer Service Representatives at (818) 765-3770 to discuss  the your available options. Do you charge a Rush Charge? As a last result we have to change our production schedule to accommodate a rush order, we apply a Rush Charge the greater of $25 or 25% of the value of the order, excluding any applicable shipping charges.  Please contact one of our Customer Service Representatives at (818) 765-3770 to discuss.

Pricing & Payment

I am getting 100 trophies, 60 for boys and 40 for girls. Will I still get the 100 trophy quantity price? Our quantity discount applies to awards of the same style.  As long as the style of the award is the same, you will receive the quantity price break.
How can I get a price quote or estimate? Absolutely. We look forward to providing you with a no obligation price quote.  Please call and speak with one of our Customer Service Representatives at (818) 765-3770.
Can you do a Rush Order? Anderson Trophy takes every opportunity offer our customers fast and competitive turnaround production times.  However, if these standard production time-frames do not meet your requirements, please contact one of our Customer Service Representatives at (818) 765-3770 to discuss  the your available options. Do you charge a Rush Charge? As a last result we have to change our production schedule to accommodate a rush order, we apply a Rush Charge the greater of $25 or 25% of the value of the order, excluding any applicable shipping charges.  Please contact one of our Customer Service Representatives at (818) 765-3770 to discuss.

Shipping & Delivery

What shipping methods do you offer? We usually ship using UPS or USPS
  • Ground Service - 1-5 days on-time delivery to mainland USA based on distance to destination
  • 2nd Day Service - Guaranteed delivery by the end of the second business day to all 50 states
  • Overnight Service - Guaranteed delivery by the end of the next business day to all 50 states
 Please contact one of our Customer Service Representatives at (818) 765-3770 for any special shipping requirements.