Contact info & FAQs

Delivery is FREE for orders over $200, and just $9.90 for orders under $200.

For the fastest possible shipping times, your trophies are only delivered by AusPost Express or StarTrack Premium.

Production time:

Your trophies are personalised and dispatched within 4 business days at our semi-automated production facility in Brisbane.

Delivery time:

Delivery time to your postcode is estimated by AusPost Express and is added to the production time to determine your estimated delivery date.  Scroll to the footer of any page to view the estimated delivery date to your postcode.

You will receive status update emails at key times during production.  As soon as your order is completed & dispatched you will receive an email containing a tracking link.  

Additionally you can track your order at any time on the Track My Order page.

Yes!  And we recommend you do.  The small fee is dependent on the value of your cart and is calculated at checkout.

Note: late delivery is NOT covered by freight insurance.

Yes! Just be sure the delivery address contains an obvious safe and secure location.  Simply select  ‘Authority to leave in a safe place out of the weather’ on the ‘confirm & pay’ page during checkout. By selecting this authority you are releasing National Trophies of responsibility for the goods once delivery to your address is complete.

The default delivery authority choice on our website is Authority to leave.  If you retain this choice and you are not home when delivery is attempted, then your parcel will be left at your home in a safe place out of the weather.

If instead you choose the Signature required option and you are not home when delivery is attempted, AusPost will leave you a calling card.  This card will provide information about how you can arrange collection of your order, usually from your local post office or parcel locker.  

For time sensitive deliveries, we recommend you enter a business address if possible.  Deliveries to business addresses are reliably quicker than to residential addresses.  

Yes, and we encourage you to use a business address where possible, especially for time sensitive shipments.  Deliveries to business addresses are proven to be more reliably quicker than to residential addresses. 

Residential deliveries can also have the occasional complication of having your parcel end up at your local post office for collection (if you have selected the Signature required option and you are not home at the time of delivery).

Yes!  Our delivery partners are AusPost Express and StarTrack Premium.  AusPost is the only service in Australia that delivers to every single address nationwide including PO boxes.  

No. We do however ship to every corner of Australia

Our website uses address validation supplied by AusPost, which only validates Australian addresses.

However to get around this, we advise you to either enter an Australian billing address, or tick the box 'Billing details are the same'.  Either way, please leave a note in 'Other relevant information' (just below) of your correct overseas billing address and we'll update this in our system when processing your order.

We do not offer a pick up service. Our focus is to offer fast and affordable delivery.

Delivery is FREE for orders over $200 or just $9.90 for orders under $200. 

For the fastest possible shipping times, every order is delivered by AusPost Express or StarTrack Premium. 

Simply login to your account (top right on our website), select any previous order from the list, then hit the re-order button.  This adds the same products and quantities to a shopping cart, then you complete the checkout process from there.  You can fully customise your new order.

Alternatively contact us and we'll be happy to help.

Yes, small orders are possible.  However, to make orders less than $30 viable, we have had to introduce a handling fee. Regardless of size, every single order undergoes the same exhaustive processes to ensure quality and reliability.  The following fees apply:

• $10.00 for orders under $20
• $6.00 for orders $20-$30

Changes can be tricky due to our efficient 4 day production schedule.  It's important to check your order thoroughly before you submit; nobody wants your job to be delayed.  

However we understand that last minute changes can arise, so please contact us as soon as you can and we will do our absolute best to assist.  

This can be tricky as it could potentially delay your order, and we definitely don't want to miss your presentation date.  We strongly advise you to place your order as soon as possible.  For the winner's names, we suggest you use one of the following options:

• replace the winners' names with the word WINNER - this is a cost effective and popular solution, and most recipients understand the reason behind this given the time restrictions.
• leave a blank space for the name to be added at a later date - this can be expensive to do after the fact, however some clients still prefer this option.

Our office is open Monday to Friday 8.30am to 5pm (AEST).

We close on QLD public holidays and for our annual shutdown between Christmas & early January.

Our average email response time is less than 2 hours, however this may extend to 4 hours during peak periods. 

Our online store is open for business 24/7. If we receive your email outside of office hours, we'll get a response to you as soon as possible the next business day.

After finalising your shopping cart, upload your personalisation details during our 4-step checkout:

Shopping cart  >  Delivery  >  Personalise your trophies  >  Confirm & pay

Personalisation of all awards is included in our price.

Anything you want of course! 

If you need some inspiration, almost every trophy and award on our site has sample personalisation in high resolution for you to view.

Our preferred file types are:

• Portable Document Format .pdf
• Encapsulated Postscript .eps
• Adobe Illustrator .ai
• Corel Draw .cdr

Other acceptable image types are (as long as they are at least 100kb in size):

• Standard photo file .jpg 
• Portable Network Graphic .png
• Bitmap .bmp

Our design team will assess the suitability of your uploaded file for engraving / printing and contact you with any issues.

• Excel spreadsheet (.xls) (.xlsx)
• Word document (.doc) (.docx)

Yes.  If you are purchasing from our range of corporate awards and trophy cups,  we will email you a full scale artwork proof within one business day. 

For all other basic awards, such as sports trophies and medals, you will style these yourself using our styling editor during the checkout process.  It includes both spelling and grammar check features and in most cases lets you preview your award as you type.  The onus is on you to enter all details correctly (e.g. names, dates etc) and to choose the most appropriate fonts and styles for your requirements. 

We use different processes depending on which one has the best effect on a particular product. These include:

Laser Engraving - a laser is used to etch your design either directly into the surface of your award or on an engraving plate attached to your award, using a high-energy, focused laser beam.  Hugely versatile, we can use this process for engraving sports trophies, acrylic awards, crystal awards, glass awards, plaques and more.

UV Printing - is a process where UV curable inks are laid down directly to the surface of the award, which are then cured by a UV light for a bright, textured and durable finish.  Our new generation UV printers allow us to print directly onto flat surfaces of glass, crystal, plastic, metal and timber products, creating beautiful, realistic textures and vivid colours with incredible detail.  Hugely versatile, we can use this process for printing on sports trophies, acrylic awards, crystal awards, glass awards, plaques and more.

Rotary/Diamond Drag Engraving - is the process by which a spindle driven tool cuts into the surface of the material to a set depth, carving a groove or character into the surface.  Alternatively in softer metals, a diamond tipped cutting tool drags or routs the groove into the surface of the award.  Although attractive, this is an expensive & time intensive method which we generally only use for our range of prestige silver cups, or to match engraving on existing perpetual awards.

Colour Sublimation: is a process through which sublimation inks are printed onto specialty paper, which is then heat transferred to aluminium plate with a colour receptive coating.  Sublimation has mostly been phased out by UV colour printing, although we still use the process in a small number of applications where UV can't be used.

This varies by product and is dictated by the size of the printable / engravable area.

You can find specific details on each product page (noted in 'Specifications'). For each item we've allowed what we assess to be the maximum amount while still being readable.

Yes. Simply provide us your engraving / printing info as a PDF file with fonts converted to curves, or a high resolution image file (.jpg).  Call us to discuss if you're unsure how to do this.

You will receive an artwork proof for you to approve before your order goes to production.

We'll beat it by 5%!

Our 5% Instant Price Beat Promise means that if you find a cheaper price for an identical in stock item from an Australian competitor, we will not only match it, we'll beat it by 5% instantly!

We've tried to make price beating as fast and simple as possible for you. To price beat instantly, follow these 3 steps:

1)  Complete your cart

• Add your chosen products to your cart. Repeat this process on an Australian competitor's website
• Take a screenshot/s of the competitor cart displaying all items, charges and the total price INCLUDING their shipping fee and all additional charges

2)  Price beat instantly

• In your shopping cart, click on the 5% Instant Price Beat button
• Follow the prompt to upload the competitor cart screenshot/s
• Enter the competitor price INCLUDING their shipping fee and all additional charges
• Our system will automatically adjust our price to be 5% lower.

3)  Finalise & Pay

• Enter your personalisation details
• Add your delivery details
• Pay the lower price

Our team will verify the price and will only reach out if additional charges on the competitor website have been missed.

• The price of any identical product offered by an Australian competitor, whether it's their regular price or part of a promotional offer.
• Any additional fees charged by our competitors, such as engraving fees, setup charges, and extras charged by our competitor
• Shipping and handling fees charged by our competitor.

• No further discounts can be applied in addition to the Price Beat Promise.
• Price Beat is only applicable at the time of placing your online order and cannot be applied retrospectively

• Visa, MasterCard or American Express
• Direct deposit (EFT) for orders over $100
• PayPal

100%.  Your payment security is absolutely guaranteed.

Our payment gateway is provided by Suncorp and is protected with the highest level of secure SSL encryption.  For your security we do not retain credit card details after your transaction. 

There are no processing fees for either Visa, MasterCard or American Express for payments made on our website.

For PayPal we pass along their 2.6% processing fee.

Despite our intense efforts, on rare occasions this does happen.  We make every effort to rectify the situation in time for your event as a matter of absolute priority.  Please contact us straight away.

Please contact us straight away.  If you chose the Freight Protection option when you placed your order, we will either refund your purchase or replace the product free of charge as a matter of absolute priority.

If you did not choose this insurance option, we may as a matter of good will replace the goods for you at our cost price.

You may request a refund if the product you've received is faulty or does not match the product description, provided you let us know within 14 days of receiving your order.

Due to the personalised nature of our products, you are not entitled to a refund if you have simply changed your mind or ordered incorrectly e.g. chose the wrong size or colour.

Our number one priority is customer satisfaction.  Please contact us straight away and one of our friendly sales team will assist with resolving the situation as a matter of absolute priority.

Due to the highly personalised nature of our service & how efficient our processes are, cancellations can be tricky and subject to the following conditions:

• orders which have not yet been personalised may be cancelled.  There is a cancellation & re-stocking fee of 20% of the original order value
• orders which have been personalised, but have not yet left with our delivery partner may be cancelled.  The cancellation fee will be equal to the full cost of the order, less any delivery fee.
• orders which have left with our delivery partner cannot be cancelled.