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 one week
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 cash trophies purchases.
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:
Email to artwork@metrotrophies.com.au
Image for laser engraving must be sent via email in vector
EPS, AI and PDF files. Vector images
are composed of line paths and points on a grid. The image
is actually a complex set of mathematical computations (done
completely out of sight) that tells the lines and points where
to be and how to behave. Vector graphics can be enlarged with
no loss of image clarity.
Images for sublimation can be high resolution raster images
and can come in GIF, JPG/JPEG, BMP and TIFF
image formats. Raster images are composed
of a finite arrangement of pixels. Because raster images are
made of pixels, they become, well, pixelated when they’re
enlarged. Blow it up enough and it starts to look like a Seurat
painting.
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 with a different invoice
number via e-mail. This is why it is so important to enter
your email address accurately on our order form.
We recommend you order through our website so you give us
all the correct information. If we need to change your order
details there may be an admin charge.
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.
We don't send parcels with any other courier company.
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.
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