Question 1

Do you sell individual components, such as trophy figures or medal neck ribbons?

Accepted Answer

Yes!  Exact components are not listed on our website but we will work with you to match what you are looking for.  Just contact us and we will be happy to assist!

Question 2

I recently submitted an order and have noticed an error. What is the process for correcting this?

Accepted Answer

Don't worry, we're here to help! Please contact us immediately so we can discuss the necessary changes to your order. We can usually make corrections without any additional cost if your order is still in the pre-production or un-shipped stageHowever, due to the personalized nature of our products, orders that have already been built, engraved, or shipped may be subject to change fees, and in certain situations, a new order may be necessary.

Question 3

Can I customize the items with my logo/artwork?

Accepted Answer

Plaques, Crystal, Glass, Acrylic, and Gifts: Send your logo or artwork directly to our email info@townlinetrophy.com.  Laser engraving on these items is single-color (e.g., frosted white on glass). For full-color logo printing, browse our selection of color printed items in the provided catalogs. You'll have the option to request a proof for approval before production on items like plaques, crystals, acrylics, glass, drinkware, and more.Trophies and Medals: While direct logo engraving isn't available on these items due to space limitations, you can feature your logo on a custom sticker insert and personalized plate by browsing our Custom Insert Trophies and Custom Insert Medals collections.

Question 4

Do you accommodate engraving/personalization in languages other than English or with special characters?

Accepted Answer

Yes! For special characters, please email your text in a file (.xlsx,.pdf,.doc, or.docx) to ensure accuracy. We may send a proof for approval.No emojis, please.

Question 5

What is the character limit for engraving/personalization on the awards?

Accepted Answer

Engraving is unlimited! Add as much text as you want—no extra charge. More text = smaller letters. Our designers may adjust the text size for readability.

Question 6

Is there a charge for personalization services?

Accepted Answer

Enjoy free, unlimited personalization on all trophies, plaques, cups, glass, crystal, acrylic awards, and gifts purchased through us. Medals are $0.79 each for unlimited personalization.Customer provided products are not included and charged based on material and labor costs.

Question 7

How to track my order?

Accepted Answer

Once your order ships, we'll send a shipping confirmation email to the address you provided at checkout. This email will include your tracking number, which you can use to track your package's progress. You can also view your tracking information and order status by clicking the link in any of your order confirmation emails.If you haven't received a tracking email, your order is probably still being processed. Please don't hesitate to contact us if you'd like an update on your order status.

Question 8

Do you ship internationally?

Accepted Answer

No, we do not ship internationally.  If you'd like an order to be shipped internationally that will be the responsibility of the customer to handle.  We are not liable for any damages to products that are shipped internationally by the customer.

Question 9

What shipping companies do you use?

Accepted Answer

We use a variety of carriers, including UPS and USPS, to deliver your order as quickly and reliably as possible. We select the optimal carrier based on your order's destination and shipping requirements.

Question 10

Can I pick up my order to save on shipping costs?

Accepted Answer

You can select "Pick Up" during checkout. Please note that pickups are available at our Delran, NJ location: 11 Rutgers Drive, Delran, NJ 08075 (this is a residential address). You'll receive an email notification when your order is ready for pickup. Pickup hours are 9 am to 6 pm, unless otherwise stated. If you're unable to pick up your order, we can ship it to you for an additional charge, which may affect delivery times.

Question 11

Do you offer free shipping?

Accepted Answer

Shipping within the contiguous United States (excluding Alaska and Hawaii) is calculated as follows:Free Shipping: Orders over $200 qualify for free Economy (7-12 business days) or Standard (1-5 business days) shipping.Economy Shipping: $12.99 flat rate for orders under $200 (7-12 business days).Standard Shipping: $14-$30, depending on the weight and dimensions of your order and your shipping address (1-5 business days).Expedited Shipping: Available at an additional cost. Please contact us with your order details and shipping address for a personalized quote.Please note: Free shipping offers do not apply to Alaska or Hawaii.

Question 12

I believe I may have provided an incorrect shipping address for my order. What are my options?

Accepted Answer

It is crucial to confirm that the shipping address you provide is correct. Carefully double-check all details before submitting your order.Address Corrections (Prior to Shipment): If you discover an error in your shipping address, please notify us as soon as possible. While we will make every effort to update the address, this may result in a delay to your original estimated delivery date.Address Corrections (After Shipment): If your order has already been shipped, we are unable to modify the shipping address. We will contact the shipping carrier to request a return to sender. Please be aware that return shipping fees will be applied. This process is not guaranteed, and we cannot provide a definite timeline for the return and subsequent reshipment.Delivery to Incorrect Address: In the event that your order is delivered to an incorrect address due to an error in the provided information, please contact us immediately. We will collaborate with you to arrange for a replacement order to be sent.

Question 13

Can I change something on my order?

Accepted Answer

Yes, it might be possible to modify your order. However, please contact us as soon as possible. We strive to process orders rapidly. Due to the personalized nature of our items, if customization has already started, a change fee may apply, or it may be necessary to place a new order.

Question 14

How do I place an order?

Accepted Answer

Ordering Methods:Email: Send order details (SKUs, quantities, engraving, shipping/billing info) to info@townlinetrophy.com Phone: Call in order details (SKUs, quantities, engraving, shipping/billing info) to 856-389-4092.Important Notes:We are happy to field questions regarding products or offerings but phone orders are not recommended due to the risk of errors with customized products.Online ordering is coming soon (Q2 2025)

Question 15

What's the typical turnaround time for orders?

Accepted Answer

Order preparation typically takes 3-4 business days, but can take longer for larger orders. For a smooth process, we strongly advise allowing at least 2 weeks lead time before your event or required delivery date.

Question 16

What is your return policy?

Accepted Answer

Please check our return/refund/exchange policy here.

Question 17

Can I exchange an item?

Accepted Answer

You can exchange an item with a higher-price item or the same item with a different size. See detailed policy here.

Question 18

Can I buy additional plates to add to my existing perpetual trophy/plaque?

Accepted Answer

Yes, we offer replacement plates for all perpetual plaques and trophies we sell. The easiest way to order is by phone or email.  We will soon have plates available for purchase through the website in Q2 2025.

Question 19

Is the figure on top included in the overall height of the trophy?

Accepted Answer

Yes, the listed height includes the figure. The total height is measured from the bottom of the base to the top of the figure.If a product offers different figure choices, the height may vary. Most trophy figures are based on a 5" figure.

Question 20

Are neck ribbons included with medal orders?

Accepted Answer

Of course! We wouldn't dream of sending a medal without a neck ribbon! We even attach them for you. Just tell us what color you'd like.

Question 21

What kind of customized plaque or plate can I use outside?

Accepted Answer

Give us a call to discuss our weather-resistant outdoor plaques and plates.Please note that not all of our products are designed for year-round outdoor use. Our "Outdoor Plaques and Plates" collection features items specifically built to withstand harsh weather conditions.

Question 22

I'm choosing between acrylic, glass, and crystal awards. Which one is the heaviest?

Accepted Answer

Among these materials, crystal awards have the greatest weight, followed by glass awards, and then acrylic awards.

Question 23

Is your payment processing secure?

Accepted Answer

Yes! Your payments are secure. We use SSL (HTTPS), are PCI Level 1 compliant, and don't store credit card details. Apple Pay and Google Pay are also available.

Question 24

I'd like to pay with a Purchase Order. Is that possible?

Accepted Answer

Yes, pre-approved businesses and organizations can pay with purchase orders.  We require a purchase order before we begin production.

Question 25

What is your payment mailing address?

Accepted Answer

Our mailing address for payments is: Townline Trophy and Design, 11 Rutgers Drive Delran, NJ 08075

Question 26

Is sales tax added to orders?

Accepted Answer

Sales tax laws are constantly changing. If your shipping address is in a state where we're required to collect sales tax, it will be added during checkout after you enter your information. Prices on our website do not include taxes.Tax-Exempt Organizations: If you're tax-exempt (e.g., school, non-profit, government agency), we can set up a tax-exempt account for you. Please email accounting@townlinetrophy.com with your account details and exemption certificate.

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