Shipping & Returns

Free Shipping Policy

• Free shipping is available for prepaid Memorial and Soldier Deployment Bracelets.
• Valid in continental U.S. only - Does not include Hawaii, Puerto Rico, Alaska, APO's / FPO's or anywhere outside the United States of America.
• APO / FPO Orders are shipped via United States Postal Service.
• Freight will be charged at the time of shipping.

Refunds Policy

• Many Trophy House items require personalization that renders them unreturnable. If your item requires personalization or assembly, you can get a refund on your order until that process begins.
• Other items can be returned for a refund within 72 hours. Shipping costs are non-refundable.  The Trophy House, Inc. will not reimburse return shipping costs.
  
• If you have a problem with an item or require a return or refund, you MUST contact us before returning it or seeking a refund.
  

Delivery

• Please allow at least 2-3 weeks for delivery.
• Rush production and expedited shipping options are available, and vary based on what type of production is required.
• For assistance please call our Customer Service Department at 1-800-647-3006, ext. 316.

Shipping FAQs

• When Can I Expect My Order? 
  
  • Our normal turn-around time is 7-10 business days (excludes Saturdays and Sundays), but we can always work with you to meet your event date.
  • Rush production and shipping is available at an additional cost.
  • Need to track your order but do not have a Tracking #? click here
    
• What is the best way to place an order? 
  
  • You can place your order either by phone at 1-800-647-3006 ext. 305, or online at thetrophyhouseinc.com. You can also get in touch with us via email.
  • Internet orders are payable with credit card or PayPal payments only. Give us a call or email beforehand if you'd like to pay with a check or cash.
    
• Can I change my order? 
  
  • Changes cannot be made to your order after 24 hours of placement. 
    
  • Please confirm all information and quantities before placing your order. 
    
• Can I cancel my order?
  • Due to the customization of our products, any cancellations after 48 hours of order placement will be subject to a 15% cancellation fee.
  • Shipping charges and engraved plates are non-refundable.
• Can I select any topper with any trophy? 
  
  • Yes. All our toppers are interchangeable. That means that every trophy can be built with the topper you specify. 
    
• How can I submit my engraving information? 
  
  • We highly recommend that you submit your desired engraving text via the engraving textbox located next to each product. 
    
  • There is a text box available for each line of engraving for that product. 
    
  • If you find a product that doesn't have a text box, you can email our web staff.
  • If faxing is your only choice, all engraving information must be typewritten.
  • The Trophy House cannot accept hand-written engraving submissions. 
    
• How will my order be shipped? 
  
  • Our standard shipping methods are either USPS Priority Mail or UPS. 
    
  • We also ship to APO/FPO addresses. 
    
  • Depending on your event date, we will ship the order via Priority Mail (approximately 10 days for delivery to APO address), or Express Mail (3 days delivery to APO address).
  • Alaska, Hawaii, and Puerto Rico orders are shipped USPS. 
    
• How are shipping charges calculated? 
  
  • Shipping charges are determined according to the total price of the order and the country to where the order is being shipped. 
    
• Will I receive an e-mail confirmation once my order is shipped? 
  
  • Yes. Once your order has been shipped, you will receive an e-mail confirmation from us. 
    
  • It will have a tracking number and instructions on how to track your order. 
    
• What forms of payment do you accept? 
  
  • We accept MasterCard, Visa and PayPal. 
    
  • We also accept certified checks and money orders, however these orders will not get processed until we receive payment. 
    
  • We also accept Purchase Orders from Government Organizations; a signed copy would need to be faxed to us once order is placed.
  • Our internet site is on a secured server - all credit card information is encrypted and is never kept on our server. 
    
• What do I do if there is something incorrect with my order? 
  
  • If there is a problem with your order, please contact our Customer Service Department immediately at 1-800-647-3006, ext. 316.
  • Please have your order number available. 
    
• How do I check the status of my online order? 
  
  • To check the status of your online order, you can Login to your account and follow the progress there. 
    
  • Having trouble? Send our web staff an email. Emails received between 9AM-5PM are usually responded to within 15 minutes.
  • You can also call us at 1-800-647-3006, ext. 302