How do I place an order?
Please Call us or submit an inquiry for pricing information.
What is the minimum order amount?
At Elk Creek Engraving, every order is important to us. That is why we have no minimum order amount.
How do I know if an item is in stock?
We include the
stocking time in our production time and guaranteed arrival date. Close-out
items may be subject to limited quantities and are not guaranteed to be
in-stock. We will contact customers immediately for any stocking
problems.
How do I request samples?
In general, we do not provide
free samples. We may make an
exception to this policy in certain cases at Ek Creek Engravings discretion. Please contact Customer Service for
assistance.
How can I track the status of my order?
If you need to
change an order after it has been placed over the website, please contact
Customer Service immediately. Once an order has been submitted, there may be a
fee for any subsequent changes.
How can I cancel an order?
Orders may be cancelled before
engraving or production has begun without penalty. If engraving and/or
production has already started, there will be a cancellation fee proportional to
the amount of the order completed.
What if my order is incorrect?
If an order arrives
incorrect, we will make every effort to correct the item(s) in time for your
event. If the problem is due to an Elk Creek Engraving error, we will send new engraving
and/or awards as soon as possible and will attempt to make delivery in time for
your event. If the problem is due to customer error, we will correct the error
for a redo fee plus shipping cost.
What if my order is damaged?
If your order arrives
damaged, we will make every effort to correct the situation. Elk Creek Engraving
will not be responsible for damage caused by shipping companies. Please call
Customer Service for assistance with any problems.
What are your different payment methods?
We accept payment with Visa, MasterCard, Discover, American Express, and PayPal.
Customers may also send a check or money order as payment, but orders will not ship until the check has cleared our account.
In some instances, billing may be arranged with purchase order (see below).
Payment with any method other than credit card, purchase order or PayPal voids the guaranteed arrival date.
Outstanding balances over 30 days will be charged an interest fee of 1.5% monthly.
Do you accept purchase orders?
We accept payment with
purchase order for select schools, businesses, government agencies, and
nonprofit organizations. We require that a numbered and signed purchase order be
faxed to us before we begin production. Please contact us to
obtain approval for this payment method.
What is your production time?
Our standard production
time varies seasonally, but is usually 3 or 4 business days for most items.
Some items with longer stocking periods have slightly longer production times.
Production time is included in our Guaranteed Arrival dates.
Do you offer rush service?
If you need your items faster
than our standard production time, we offer a rush production service for the
greater of $10.00 or 10% of the order total. Please
indicate the need by date in the Customer Comments box or contact Customer
Service to ensure timely delivery.
Will I be charged sales tax?
Sales tax is collected at
the current rate for Kansas State orders. Sales tax is collected on
both products and shipping
What is the charge for engraving?
We offer free
engraving! In rare instances, we may charge a set-up fee if excessive engraving
or unusable artwork is submitted.
What is the maximum amount of characters allowed?
Because
our engraving is free, we do not “count characters”. Each item has an allowable
number of free lines of engraving based upon the size of the item. In general, a
line of engraving will accommodate about 25 characters. We will make every
effort to accommodate whatever engraving you would like on an item.
How do I submit my engraving information?
Please email or fax your engraving requirements to us. Our engraving department will contact you if there are any issues. As a company policy, we will not accept
engraving information over the phone.
How do I know my engraving will be
correct?
Elk Creek Engraving uses state of the art technology to import
engraving information directly into our engraving machines. Engraving will arrive to you exactly as submitted, although it will be
formatted to look nice on your awards.
If an engraving order arrives
incorrect, we will make every effort to correct the item(s) in time for your
event. If the problem is due to an Elk Creek Engraving error, we will send new engraving
and/or awards as soon as possible and will attempt to make delivery in time for
your event. If the problem is due to customer error, we will correct the error
for a redo fee plus shipping cost.
Will the engraving look nice?
Yes, we have an engraving
staff with years of experience, and we use the highest quality engraving
materials and state of the art engraving technology to create beautiful results.
We are confident that you will be amazed with the engraving quality of the
awards that you order. Unless instructed otherwise, our engravers will center
all engraving text.
Can I see a proof of the engraving set-up?
We offer a fax
proof of engraving on all orders. The first fax proof is free on each order. Additional fax proofs will be charged a $10 for orders
totaling less than $100.00 (excluding tax and shipping). For orders of $100.00 or
more, fax proofs are free of charge.
Once a fax proof has been sent,
engraving will not be performed until the proof has been returned with
authorization signature. For this reason, fax proofs may delay the shipment of
your order and we no longer guarantee the arrival date for orders requesting a
fax proof. Your order will be shipped within three working days following
receipt of approval of the proof. Approval must be given via a returned and
signed fax proof and will not be accepted by phone.
What if my engraving is wrong?
We use state of the art
technology to ensure engraving accuracy. In order to ensure complete accuracy of
your order, we require that orders and engraving information be placed through
our secure website. If engraving information is not submitted through the
website, we will no longer guarantee the accuracy of the engraving.
In
the event that an engraving error is made, we will make every effort to correct
the item(s) in time for your event. If the problem is due to Trohies2go.com
error, we will send new engraving and/or awards as soon as possible and will
attempt to make delivery in time for your event. If the problem is due to
customer error, we will correct the error for a redo fee plus shipping cost.
Can I change my engraving?
Once an order has been
submitted, there may be a fee for any subsequent changes. If you would like to
change an order that has been placed, please contact Customer Service
immediately.
What are your artwork requirements?
For information about
artwork requirements, please call us.
How long does it take for my order to arrive?
We offer
guaranteed delivery dates which include production time and time in transit.
Standard production time ranges from 2-7 business days and ground shipping can
take from 1-5 business days. We also offer faster shipping methods and rush
production service in order to accommodate nearly any event date.
How can I find out the shipping price?
Shipping is based
upon weight, shipping address, and service level. To obtain a shipping price
quote, please call
What do guaranteed delivery dates mean?
We offer shipping
service levels with guaranteed delivery dates. These dates are based upon
production time, shipping destination and shipping method. We guaranteed your
order will arrive on or before the guaranteed arrival date selected. Certain
conditions can void this guarantee.
Can I track my shipment?
Yes, once your order ships, you
will be notified by email of your order tracking number.
What shipping methods do you use?
Our preferred shipping
provider is UPS. For APO, FPO and International orders, we ship via USPS
Priority Mail.
Do you ship to P.O. Boxes?
No. We use UPS as our shipping
carrier, and they are unable to deliver to post office boxes.
Do you ship to Alaska and Hawaii?
We ship to Alaska and
Hawaii via UPS using their available shipping methods and corresponding
rates.
Do you ship APO/FPO?
Yes, we ship to APO and FPO
addresses via USPS Priority mail. Shipping charges to APO/FPO addresses are
equal to USPS priority mail charge plus $5 handling. We cannot guarantee
delivery dates for APO/FPO orders.
How do I ship to multiple locations?
If you need to ship
items to different locations, we require that you place a separate order for
each shipping destination.
Can I pickup my order?
Orders can be picked-up in Overbrook, KS. We
will email you when your order is complete.
Do you accept third party shipping number?
We ship with
UPS and do not use third party shipping account numbers for any shipping
carrier.
What if my order is delayed, lost or damaged when
shipped?
While we are not responsible for any delays or damage
caused by shipping companies, your satisfaction is our primary concern. If you
experience any shipping problems, please contact us. We will do everything
possible to correct the situation.
Can I return an item?
To return merchandise for refund or
replacement, written/email permission must be obtained in advance. Engraved
medals, plaques, crystal, acrylic, and custom items cannot be returned. Returned
merchandise is subject to a 20% restocking charge and an engraving fee, if
applicable. If you receive an order that is damaged or incorrect, please contact
us immediately. We will do everything possible to correct the situation and
ensure your satisfaction.
How safe and secure is our website?
At this time, we do not offer online ordering.
What is your privacy policy?
All information given to Elk Creek Engraving is privileged information. We take extra effort to ensure
complete confidentiality of your order and award information. If you require
changes on your order, please help us by referencing your customer number, last
name and order number. We may ask for additional information to ensure your
security.
Elk Creek Engraving will not sell or give any of your personal
information to a third party. We may advise you of certain specials by email.
These special mailings will be limited to a few times a year.
Do you offer gift boxes?
Some items, such as crystal
pieces and premium plaques come in presentation boxes. In general, we do not
offer gift boxes. If gift boxes are required, please contact Customer Service to
see if special arrangements can be made.
Please call us with any questions regarding your account.
Do you ship to addresses outside the United
States?
Shipping charges to international addresses are equal to
USPS priority mail charge plus $5 handling. We cannot guarantee delivery dates
for international orders.
How can I report technical problems?
If you experience
problems using our website, please call or email us. We strive to
provide the easiest order placement methods possible, and appreciate feedback
about any problems with using our website.
What is an unassembled trophy?
”Unassembled” means that
has all of the trophy parts are included in the shipment, but that some assembly
is required before presentation.
Why do you offer certain items unassembled?
By offering
products unassembled, we are able to offer some products to our customers at
lower prices. A few of our products are shipped unassembled in order to protect
the products during shipment.
Is assembly difficult?
No, assembly is always very easy
and usually just involves affixing an engraved plate.