Cart (empty) 0

Faq Sections

DELIVERIES AND SHIPMENTS
What are the shipping and delivery times?

You should typically receive your packages within a timeframe of 12 to 14 business days after the purchase.

Please note that delivery times may vary depending on the category and quantity of products you purchase. Additionally, certain factors beyond our control may also impact delivery times. If, however, we are unable to meet our usual delivery time of 12 to 14 business days, we will inform you via email. Please be aware that we cannot guarantee a specific delivery date or provide refunds for orders that arrive late. We recommend considering these factors when planning your order.

What happens if the estimated delivery date does not align with the date of my event?

Please allow for a lead time of 12 to 14 business days before placing your order. This delivery timeframe only begins from the date of purchase.

If we are unable to meet our shipping deadline, we will notify you via email. Please note that delivery times may be affected by factors beyond our control, such as carrier delays. Therefore, we cannot guarantee a specific delivery date.

We will do our best to resolve any delivery issues, but we are unable to provide refunds for orders that arrive late. Thank you for your understanding, and please feel free to contact us if you have any questions or concerns


Can I pick up my purchases in-store?

We do not accept in-store pickups under any circumstances. We only operate through shipping of packages.

We apologize, but we do not offer in-store pickup service. We prefer to focus on shipping packages to ensure the best quality of service possible. We are confident that you will be satisfied with our speed and efficiency when shipping your order.


Will I receive a tracking number to track the shipment of my order?

Yes, all of our parcel shipments come with a tracking number.

Each delivery is associated with the email you provided us at the time of purchase. Once your order is ready to be shipped, you will receive a tracking code directly from our carrier, Canada Post. With this tracking number, you will be able to monitor the progress of your delivery.

Can Canada Post use my email to send me spam?

Under no circumstances does "Canada Post" have the right to use your tracking email for commercial purposes. If you receive a suspicious email and believe you are a victim of phishing from Canada Post, visit their website in the section: How to recognize spam.


CUSTOMIZATION SERVICE
How can I get customizations?

Each product sheet comes with a customization module tailored to its characteristics.

To customize your product, use the "Customization Module" located on the right-hand side of the desired product. Use the form to select available options according to your needs, such as size, color, accessories, logo, participant name, engraved text, etc. Note that some options may incur additional fees.

Once your customization is complete, indicate the quantity of products you wish to purchase in the "Add to Cart" field and click on the corresponding button (blue and black). You will then be directed to the "Continue Shopping" or "Checkout" page.

Please note that if you fill in the "Logo" and/or "Participant Name" and/or "Text Field" fields, customization fees will be mandatory. If you do not accept them, we will ship your products WITHOUT customization.


What logo or image formats are accepted?

We accept different types of logos or images, but it is recommended to upload vector images. It is important to distinguish between vector images or logos, which come from software such as Corel Draw, Adobe Illustrator, Photoshop, etc., also known as source files. These source files are preferred over JPEG, PNG, or other image types because they can be enlarged, modified, or engraved/sublimated without any loss of quality.

Here are some popular software programs that save vector file extensions, such as Corel Draw (.cdr), Adobe Illustrator (.ai), and Photoshop (.psd). These software programs can provide the file extensions mentioned above or create more common files such as JPEG (.jpg, .jpeg), PNG, GIF, PDF, and EPS. All vector extensions and image files mentioned above are accepted when uploading an image/logo to the "Customization Module" of Trofeo Expert.

If you are not sure about the quality of your image or logo, it is advisable to first evaluate what type of product you would like your image or logo to appear on. In the case of laser engraving on glass, acrylic, crystal, anodized aluminum, brass, wood, bamboo, or marble, your images or logos should not include gradients because laser engravers hardly perceive the difference between light or dark colors. In the case of multiple overlapping gradients, you risk getting a set of shapes in the same color. It is imperative to upload a high-quality image, otherwise vectorization fees may apply.

To obtain customization with a color logo, practically all of our customizable cups or trophies offer this possibility. We transfer the image onto aluminum using a specially designed SG400 printer and a heat press. This customization concept is called sublimation and is frequently used on cups with a customizable base, resin trophies, insert medals, insert trophies, sublimatable wall plates, wall and desk nameplates, as well as employee badges. It is imperative to upload a high-quality image, otherwise fees may apply.


Could I receive a demo for approval?

Yes! Every custom order comes with a proof or demo.

However, if you have selected "No, no engraving or customization" in the customization module, or if you have chosen a product that does not require customization, in this case, no demo/proof will be emailed for approval.

When will I receive my demo?

After completing your online purchase, you will receive an email with an attached proof (PDF file) within 24-48 business hours.

Why haven't I received my demo?

If you have not received your demo within 24-48 hours:

  • Check your junk email folder
  • You may have entered an incorrect email during your registration
  • Your security level may be too high, please contact your provider

If you still haven't received your demo, please contact us using our contact form.

Do I have to pay to get a demo?

No, if you have clicked "Yes to customization fees" and completed your purchase, then no additional fees are required to obtain your demo/proof. The customization fees include a proof until satisfaction is obtained.

I made a spelling mistake, can I request a correction?

Yes! Simply reply to the proof/demo email with your corrections. We will make the corrections and send you the corrected proof again for approval.

However, when preparing the proof, we use your text as entered in the customization module during the purchase. When you receive your demo/proof, it is your responsibility to check the spelling of the text as well as the names of the participants.

If you are unable to open your PDF files, you can follow these steps:

  1. Install the Adobe Acrobat Reader DC (Adobe Reader) extension on your browser.
  2. Install the Adobe Acrobat software on your computer.
  3. Download your PDF file locally to your computer.
  4. Open the PDF file using Adobe Acrobat software.

By following these steps, you should be able to open your PDF files without any problems.


QUOTE
I need a quote of around $ 500.00 and more

I would like to get a quote for an order amount exceeding $500. How can I proceed?

To obtain your quote, please fill out our contact form including the following information:

  • Product reference number
  • Chosen options (size, color, etc.) if applicable
  • With or without logo
  • With or without text
  • Desired quantity
  • Delivery address
  • Event date

We are committed to providing you with your quote within 24 to 48 business hours. If you do not receive it within this timeframe, please check your spam folder.


I need a quote less than $ 500.00

We only provide quotes for amounts over $500.00. However, you can still get a price online! Follow the steps below.

Each product displayed on our website is accompanied by a table indicating the quantity discounts in percentage. This discount percentage is applied to all products, customizations, and accessories based on the quantity added to the cart.

To get a total price for your potential purchase, simply fill out the customization form located to the right of the product, making sure to:

  • Select options such as size, color, etc., if applicable
  • Upload a logo, if desired
  • Select accessories, if applicable (e.g., ribbons for medals)
  • Check the "Engraving and Personalization Fees" box *important
  • Add to cart

Once you have filled out the customization form and added the desired product quantity, click "Order". You will then be able to see your cart (fictional or real) and all prices, including quantity discounts.

However, to know the price of delivery and taxes, you must create a customer account because these prices are based on your delivery address.

*Please note that adding products to the cart to obtain prices does not commit you to completing your purchase in any way.


PAYMENT AND BILLING
How come taxes and delivery fees are not visible?

You must be logged in to see applicable delivery fees and federal and provincial taxes.

By default, delivery fees are not determined. Until you have entered your delivery address, we are unable to evaluate the transportation fees.

Delivery fees are assessed based on the distance, weight, and dimensions of the products.

Taxes are also displayed by default based on your country and province. However, several factors may interfere with this default function. Once you have entered your delivery address, we will be able to display the exact taxes based on the amount of your purchase, your country, and province.


Why is the Total ( tax excl. ) not the same as the amount to pay?

You are about to make your payment and you are on the summary of your order.

Please note that the TOTAL amount (excluding taxes) does NOT include taxes, where (excluding taxes) means "hors taxes" in French.

Each product, service, and tax is displayed individually. Here's how your invoice amounts are calculated:

Subtotal

This is the sum of your products and customizations that you have added to your cart. This amount does not include taxes and shipping.

Shipping

Shipping fees are assessed based on the distance, weight, and quantity of products you wish to order. Taxes are not included in the shipping amount.

Taxes

This amount is the sum of the taxes on the Subtotal and the taxes on the Shipping. Please note that the tax percentage is based on your billing address.

TOTAL (excluding taxes)

Excluding taxes, this amount is the sum of the Subtotal and the Shipping.

Where can I see the total amount including taxes?

Once you have selected your payment method and accepted the terms and conditions of sale, click on Pay Now. You will be prompted to proceed with payment. The amount displayed at this point is the total sum of your purchase, including taxes, products, and services.

To ensure the accuracy of the total amount to be paid, you can manually calculate:

The Subtotal + the Shipping + the taxes. The amount of this calculation must be the same as the total amount to be paid.


What are your online payment solutions?

Our main online payment solutions are Visa, Mastercard, and Paypal, but other options may also be available.

For secure credit card payment (Visa and Mastercard), we use the Stripe payment gateway.

For online payment, the most popular solution in the world of e-commerce, we also offer Paypal.

Payment by check is only available for manual invoices sent by email after receipt of a quote and invoicing. The "Pay by check" option is not available on our website.

If you wish to pay by check, please send your payment to the address indicated on your invoice. Please note that we can only ship your order after receiving and validating your check, which may result in additional delivery time.

We also accept Desjardins and Interac bank transfers. For a Desjardins bank transfer, please contact us for the necessary information. For an Interac transfer, log in to your account and follow the instructions provided by adding Trofeo Expert as the recipient and using the security question "Company name?" with the answer "trofeo". Please note that the maximum transfer amount may vary depending on your institution.