FREQUENTLY ASKED QUESTIONS (FAQ's)

What do you need to know?

Whether you’re a first-time buyer or a repeat customer, sometimes you have questions. Below are some commonly asked questions, but contact us if you don’t find the answer you’re looking for: 

Ordering
Engraving
Shipping
Returns/Refunds
Security and Privacy
My Account
Technical Issues

ORDERING

What information do I need to know before ordering?
1. Total budget: how much money can you spend on items, customizing and shipping?
2. Deadline: when do you need your items?
3. Logo: make sure you have it available in .pdf, .ai, .cdr or .eps format.
4. Quantity: how many of each item will you need?
5. Ideas: any ideas of what type of item you want.

How do I place an order?
As you peruse our website, simply click to add items to your shopping cart. You can check the items in your cart at any time by clicking on the shopping cart icon located in the upper right corner of every page. When you’re ready to check out, simply click the ‘checkout’ button and you’ll be guided step-by-step on how to complete your order, including any engraving.

Is there a minimum order?
With most items, there is no minimum. If there is a minimum order, it will be listed in the product description.

What do I do if there’s a last minute change?
We do our best to accommodate even the tightest timeline, so when you discover last minute changes call us immediately. Since we do our engraving in-house and have a huge on-site warehouse with many items in stock, chances are we can take care of you.

What if I don’t find what I am looking for?
If you can’t find the item you’re looking for, just give us a call. One of our awards experts will help you narrow your search, find alternatives and select the perfect item to fit the bill.

How do I change quantities in my shopping basket?
Before submitting and paying for your order, you will view a confirmation page that allows you to review all information. If anything needs to be changed, including the number of items in your cart, links to access the appropriate areas will let you make any adjustments.


ENGRAVING

Can I get my items engraved?
Absolutely! Almost every item from Athletic Awards can be personalized. If your product can be engraved, you will be prompted during checkout to provide that information.

Can my company’s logo be included on an item?
A great way to promote your business is including your logo on an award, trophy or promotional item. If for any reason your selected item cannot accommodate your logo, our experts at Athletic Awards can guide you to items that will.

What is your engraving errors policy?
Our standard on engraving is that any spelling mistakes on our behalf will be corrected at no cost. However, we understand human errors can occur, so if you catch an error on information you provided, we would still like to meet your deadline. Please contact us for pricing and details.

SHIPPING

How does Athletic Awards deliver orders?
We ship via UPS and offer will-call service for local Seattle-area customers.
UPS does not deliver to PO Boxes, so please make sure you provide a street address.

What’s a typical delivery time frame?
We provide an estimated delivery date on your shopping cart page. Your delivery time frame depends on your location in the United States, and how you choose to have it shipped. 


RETURNS/REFUNDS

What’s your Return Policy?
All permanently decorated items sales are final.  If the decoration can be removed, we will redecorate the item at 50% cost.  Non-decorated stock items can be returned with a 20% restocking fee.  Both situations require customer to pay for return shipping costs.

What’s your Refund Policy?
Bank card purchases if refunded on same day as purchase will be credited to your bank card. Bank card purchases, if refunded after 24 hours of purchase, will be issued a company check to card holder within 3 business days.

What’s your cancellation policy?
The option for cancellation depends on where the order is in the manufacturing process. 


SECURITY AND PRIVACY

What’s your Privacy Policy?
Athletic Awards values your privacy and personal information. We do not share your information with anyone and use it strictly for the order you are placing. All of the information that we receive from you is important for processing the order and we use it strictly for that matter.

How safe is ordering online with Athletic Awards?
Your confidentiality and the security of your credit card information are ensured by the use of Secure Sockets Layer or SSL technology. SSL is the Internet standard for the transmission of sensitive information on the web. It utilizes the highest level of encryption (encoding) available to the public and is much more secure than many of the other methods that people routinely use for credit card payment - including telephone or in-store purchase.

SSL is based on 128-bit encryption. To give you an idea of how secure that is imagine a briefcase lock with three ten-digit cylinders. That lock provides about 1,000 possible combinations. 128-bit encryption is like having a lock with 32 sixteen-digit cylinders, which if you do the math, comes out to something in the neighborhood of 320,000,000,000,000,000 possible combinations.

The security of our servers is tested and attested to by Verisign, the Secure Server Certification Authority of RSA Data Security, Inc. To view our security certificate, click on the security icon from any of the secure areas of our site. You can verify that you are in a secure area by looking at the key (Netscape 3.*) or padlock (Netscape 4.*) icon in the bottom left corner of your browser window. On a secure page, the key will be in one piece and the padlock will be closed. In Internet Explorer the padlock appears only when you are on a secure page. 

MY ACCOUNT

How does the account / log in process work?
When you set up your account, you’ll create your own username and password. As part of the checkout process, you’ll be prompted to log-in using that information. If you don’t have an account with us, don’t worry. You can still purchase your items as a ‘guest’ to our website. With an account, you can review past orders and upload logos.

How can I access my previous orders?
From the home page, click on “my account" to access your previous orders and general account information. 

What if I forget my password?
Our account system will be set up to send a reminder of your password to the email address used to create the account.

TECHNICAL ISSUES

What are cookies and how do they affect us?
A cookie is a small text file that is placed on your computer by a web server that uniquely identifies you, like an ID card. Much like you have different ID cards for work, the library, the video rental store, and so forth, many websites issue a cookie for many different purposes. For example, some cookies store the time of your last visit to the site, allowing the website to highlight what has changed since you were there last. Athletic Awards's cookie is used to store your shopping cart. Each time you add an item or go to view your cart, the cookie tells the web server which cart belongs to you.

It is important to note that a cookie is not dangerous, it is simply a piece of text. It is not a program, or a plug-in. It cannot be used as a virus, it is not spyware, it cannot access your hard drive, and it can only be read by the website that placed it there.