SHIPPING AND DELIVERY
WHAT ARE THE DELIVERY OPTIONS AND CHARGES?
Icon Awards and Engraving currently offer a Flat Rate postage charge of $18.50 for all orders Australia wide, no matter how large your order is. This price is for standard delivery service via Australia Post Parcel Delivery only. Note that full tracking is provided with your order. When we dispatch your order, we will notify you by email with all the tracking information to keep up to date with the shipping progress of your order.
If ordering online, you will be asked during checkout whether you will like your goods shipped, or if you will be collecting them from our store which of course does not incur any charge. We are open for order collection Monday - Friday from 9:00am to 5:00pm.
Should you require an express delivery service; additional charges may apply.
If you participate in an Icon Awards and Engraving Services promotional offer where delivery is free; there is no charge for standard delivery.
WHAT ARE THE LEAD TIMES?
We want to ensure you get your goods in plenty of time for presentation at your awards function. To ensure this, we encourage all clubs and organisations to order their goods two to four weeks in advance. This allows sufficient time to be able to process your order, attach engraving plates and club centres and to dispatch your order.
Please allow 5-8 days for standard delivery (depending on your location) from the time we ship your order, for your goods to reach you.
Should you require an urgent order, please contact us before placing your order so we can recommend the appropriate trophies and shipping solution so as to avoid possible disappointment.
HOW WILL MY ORDER BE PACKAGED?
Every order is carefully packed in to suitable cardboard boxes for safe delivery. Packaging is designed to cushion items and minimize movement during transport. We cannot be held liable for any goods damaged, or missing in transit, but we do register every item shipped out, and pack them so as to absolutely minimise any damage.
Fragile goods are often left in their boxes with the polystyrene packaging, and this allows for safe shipment, but does occupy more volume. Whilst we try and minimise packing space as best as possible, please realise that large orders will require multiple boxes.
CANCELLATIONS AND RETURNS
WHAT HAPPENS IF MY GOODS ARE DAMAGED OR FAULTY?
Icon Awards and Engraving Services commit to providing high quality trophies and award, along with first class engraving services.
We will gladly replace and refund any supplied products that;
- are different to the product description provided, or
- have a fault that you were not aware of at the time of purchase.
We will not refund products if;
- you damaged the item(s) after delivery;
- you found the same item at a cheaper price elsewhere;
- you chose the wrong size or style;
- you decide you can no longer afford the items;
- you decide you no longer require the goods;
- you purchased the item(s) being aware of an existing fault; or
- you supplied incorrect or misspelt engraving details.
It is important to note that customers must contact us within 7 days of receiving their order with details of any deficiency or defection.
CAN I CANCEL MY ORDER?
Any cancellations are to be made within 24 hours of the order being placed and/or confirmed. Cancellations made after this period cannot be honoured, as we may have commenced production and incurred engraving and/or assembly costs.
In order for the cancellation to be registered as soon as possible, cancellations should be made verbally by telephone on 08 9754 4647 during office hours. Emailed cancellation requests will honoured only if acknowledged by us prior to production commencing. We reserve the right to replace or refund the sale at our discretion.
Once a cancellation has been confirmed by us, a refund will be issued in full, using your original payment method where appropriate.
WHAT HAPPENS IF THE ENGRAVING IS WRONG ON MY ITEMS?
We always take great care to engrave your required details correctly and accurately, however occasionally makes may occur. If this situation occurs, we will supply at no charge a replacement plate or if required, a replacement trophy.
Please ensure the spelling and layout of your supplied engraving details is correct. If we spot an obvious mistake you may have made, we will correct this for you, but we cannot be held responsible if you supplied incorrect or misspelt engraving details.