Policy - Frequently Asked Questions


What is the usual production time for my order?

Normal production time for most items is 5 working days. Large orders or custom designed pieces can take longer and will be quoted prior to the beginning of production. Advising us in advance of your planned presentation date is highly recommended. We will schedule production to allow ample shipping time for you to receive your awards a few days prior to that date. However, delays in artwork approval or shortened production time could result in the need for Priority shipping and/or Priority or Express Service.

What is your Priority and Express Service all about?

We understand that sometimes the need for an award comes up unexpectedly. When that occurs, we are ready, willing and able to help you meet your deadline. In order to maintain our commitment to helping YOU look good, we offer Priority Service and Express Service on many products- complete with personalized engraving and ready for presentation!

These premium services are available for the following fees:
Priority Service - product will ship the next business day - 25% of entire order
Express Service - products will ship by the second business day - 10% of entire order.

Priority and Express Services are subject to availability of inventory and production capacity. Please contact us at 1-8888-292-7375 for more details.

What other special services do you offer?

Custom Design Services
We maintain a complete art department as one of the most important parts of our customer service. Using our creative resources, we can design and execute an award that will be unique to your organization.

Will I be notified when my order does ship?

Yes, we will email you with notification that your order has shipped.

What methods of shipping are available and at what cost?

We will ship your order via UPS Ground service unless otherwise instructed by you at the time of your order. Orders requiring special shipping (UPS 3 Day Select, UPS Blue Label or UPS Red Label) will be charged for shipping costs accordingly.

What if my awards arrive damaged or engraved incorrectly?

We inspect each award in our Quality Control area prior shipping. However, in the event we make an error, we will replace the incorrect piece(s) as quickly as possible at our expense. If the error was on your part (i.e. incorrect spelling for a name) we will still replace the incorrect piece(s) as quickly as we can for a reduced fee. Regardless of the nature of the error, we will make every effort to have the corrected awards to you in time for presentation.
If your order was damaged in shipping, it is VERY IMPORTANT that you retain all packaging and wrapping materials for UPS or FedEx inspection. Please inspect the exterior of your packages carefully upon receipt and report any obvious damage to the courier. In the event of damage, we will assist you in any way possible.

Can I return any items for a refund?

No products may be returned without prior approval from our customer service department. Because of the highly personalized nature of award products, only items received late or incorrect are eligible for refund consideration. The majority of our products are not reusable once they have been engraved or etched. Please contact us to discuss this on a case-by-case basis.
What methods of payment do you accept?

We will accept MasterCard, Visa or American Express via the Internet at time of order. Your card will be charged when the order is placed.

Will my order and credit card information be safe?

We use secure online ordering but regardless of what happens on our site there is no risk to you. In the case of credit card fraud, this means that we'll pick up the first $50, and the credit card company will take responsibility for the rest. In addition, we'll do our very best to work with the credit card company to assure that the problem is resolved with minimum hassle.

Will you sell or otherwise distribute my email address or other information about me?

Palmer Awards will never willfully sell, trade, rent, disclose, or make available personally identifiable information about you to any third part without first receiving your permission.

How can I establish an open credit account with Palmer Trophy & Awards?

You can contact us via e-mail, US mail, or telephone and we can send you a credit application. Our accounting staff will be available to help you in any way necessary.

I already have an open credit account. How can I complete my order without using a credit card?

You will need to first contact us to set up your online account as “unrestricted”. This will then allow you to either use a “purchase order number” or use the “net 15 option”. Just call or email your request.