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General Information

Satisfaction Guarantee

We've made it as simple and risk-free as possible to shop and we want you to be happy with your purchase from metrotrophies.com.au. That's why we back everything we sell with our 100% Satisfaction Guarantee. After all our number-one priority is keeping you, our Customer, completely satisfied.

Personalized and special order items do not apply. These items will only be accepted for returns or exchanges if item is defective or incorrect personalization. We always pack parcels extremely well and in tack, if an item is broken in transit it is up to our discretion if we replace it. We must be notified within two weeks of collection.

A Return Authorization is required prior to return. If you need to return merchandise, please contact us by phoning (08) 9244 1300. Please be sure to include information about what needs to be returned including the item number(s), your name & address, your customer number, the reason for the return, & your invoice number.

Items that are urgent will not be replaced if sent by air.

 

Trading Hours

We are open 8am to 5pm from Monday to Friday.

Sporting Clubs are welcome to contact us on 9244 1300 for sales by appointment on a Saturday.

 

Engraving

Engraving is FREE of charge on all trophies purchased. All engraving labels will be set up and spaced at our discretion unless special instructions are accepted. You can have as much text as you like on a plate and there is no extra charge to engrave individual names on each trophy.

Our products are personalized by various methods including computer engraving, hand engraving, laser engraving and sublimating.

You may send engraving by emailing orders@metrotrophies.com.au with your special personalized instructions or faxing us at (08) 9244 2022.

Please email all the engraving together. If you need to make any changes to the text prior to seeing a proof, please email the all engravings and highlight the corrections.

 

Artwork costs

Text engraving is FREE on all trophies and awards purchased unless stated on the product details information page.

If you'd like to add a logo or other art, there is a one-time set-up fee of AU$50.00 for most logos and custom artwork (charges may apply for complex logos). Once your logo/artwork is set up for awards, you can use it as often as you like at no additional charge. Additional charges may apply for complex logos, multiple locations.

 

Artwork requirements

Artwork may be provided by the following methods:
CD (PC format)
Email to artwork@metrotrophies.com.au

The following formats may be used for artwork provided on disk or email:
CDR Coreldraw (version 9 or earlier)
AI Adobe Illustrator
PDF Adobe placeable document format

Or high resolution:
GIF
JPG/JPEG
BMP Bitmap
TIFF Tiff bitmap

 

Ordering information

We recognize that customers have different needs. Therefore, there are four ways to order from Metropolitan Trophies:

1. Through this site, which is our recommended approach as it greatly reduces engraving & shipping errors due to retyping data. Simply follow the gold text instructions and complete your club details.

2. E-mail us if you have a custom item or a specific question. Simply use our shopping cart, copy the info to a document and then attach the document to an e-mail.

3. Fax us if you prefer not to send payment details to the internet. Simply use our shopping cart and print the completed order.

4. Telephone us on (08) 9244 1300 if you feel more comfortable talking to someone in person, however, we don't take engraving details over the telephone to reduce typing errors.

5. We will email you an artwork proof for any award before production.

6. Once artwork has been confirmed an order can't be canceled. The customer is required to pay when the order is collected.

When you place your order at www.metrotrophies.com.au you will receive a copy of the order via e-mail. This is why it is so important to enter your email address accurately on our order form.

We also provide you a tracking number when your order leaves our premises. If at any point in the process you need to clarify your order, please email us on orders@metrotrophies.com.au or call (08) 9244 1300.

All orders under $100.00 attact a $10.00 handling fee.

 

Lead time for Trophies

We recommend that you order your trophies at least four weeks before the delivery date. At this early stage we only need trophy number estimates as most clubs need more time to confirm actual numbers with coaches. For your convenience, the engraving can be left as late as one week before the delivery date. This allows us time to order componentry and arrange artwork for personalized centers.

It is very important to double-check your order before you send it because we may be unable to make changes to an order which is required within one week. If you need to add additional items, you can place a new order for the additional items that you need to order.

We double check every order as part of our guarantee satisfaction policy. For your peace of mind, we suggest you receive the order up to one week before the presentation date, so you can triple check it.

We order stock from our suppliers on the 1st and 15th of every month.

You can purchase trophies and receive them within two weeks if ordered a couple of days prior to the above days. If your dates don't coincide with our order dates, there may be a $22.00 freight charge on orders under $1,000.00.

We do hold some awards in stock at all times for Urgent trophies.

 

Lead time for Award

Upon receipt of your artwork in an acceptable graphic format, standard production time can take 10 business days. Custom design orders may take longer. Approximately 1-4 days after we receive your order we will email you a proof of your artwork. We will begin production only after we receive your approval.

We order stock from our suppliers on the 1st and 15th of every month.

You can purchase awards and receive them within two weeks if ordered a couple of days prior to the above days. If your dates don't coincide with our order dates, there may be a $22.00 freight charge on orders under $1,000.00.

We can supply any award within five working days, however, this will incur a rush fee of $50.00 ($22.00 freight and $28.00 rush fee).

We do hold some awards in stock at all times for Urgent awards. You can purchase these awards within three working days. Depending on how busy we are, there may be a $30.00 rush fee.

 

Shipping information

We send all orders with Star Track Express every Friday. You should receive the order on the following Monday or Tuesday.

If you have a account with another courier company, we will give you the parcel weight and dimenions so you can arrange the pickup.

All orders under $100.00 attact a $10.00 handling fee.

 

Payment information

All orders are COD and must be paid prior to collection or dispatch.

Payment to Metropolitan Trophies may be made by either Visa, Master Card, American Express (3% surcharge), direct debit, cheque or cash on collection within Australia.

Cheques are accepted, however orders will not be processed until the cheque is cleared. Cheques can be mailed to Metropolitan Trophies, PO Box 1472, Osborne Park Business Centre, W.A., Australia, 6916.

We bank with the nab, if you transfer funds online please email the remittance to us on the banks letterhead so we can check the BSB and account number prior to collection or dispatch.

 

Cancellation fees

If you cancel an order and we haven't ordered stock in for you, there is no charge.

If you wish to cancel product/s we have ordered in for you, there is a 25% cancellation fee.

If you wish to change the product/s after we have ordered your original request, there is a 20% cancellation fee on the original price.

There is a $50.00 artwork setup fee if you have requested to view an artwork proof and $10.00 for each additional proof of the same award.