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 one of the following apply: damaged (couriered by
road) or defective items, incorrect personalization.
We must me 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.
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.
You may have the engraving plates engraved at a later
date to include the recipients name. The engraving must
be sent to us within one month of picking up the order.
Our products are personalized by various methods including
computer engraving, hand engraving, laser engraving,
sand blasting, sublimating and screen printing.
You may send engraving by e-mailing artwork@metrotrophies.com.au
with your special personalized instructions or faxing
us at (08) 9244 2022.
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). However,
once your logo/artwork is set up, you can use it as
often as you like at no additional charge. Set-up fee
applies to one-color imprint, in standard color, in
one location. Additional charges may apply for complex
logos or multiple locations.
Artwork requirements
Artwork may be provided by the following methods:
Floppy disk (PC format)
CD (PC format)
E-mail to artwork@metrotrophies.com.au
The following formats may be used for artwork provided
on disk or e-mail:
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 no (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 e-mail 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 e-mail 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.
If you are interstate, you will usually receive the
order on the following Monday if in Adelaide, Melbourne
or Sydney, or Tuesday if in Brisbane).
If you are in the north of WA, we also have an account
with Toll Ipec (more expensive) if you prefer.
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
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
or direct debit outside 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
Cetnre, W.A. Australia 6916.
Cancellation fee
Metropolitan Trophies hold some items instock at all
times for your convenience. Most products are purchased
from our suppliers when you make an order.
If you wish to cancel a 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.
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