Frequently Asked Questions
What does "Get the Price Online" mean?
If you place your order online you'll be getting the best price by receiving discounts on product as well as line change, set-up & design fees that otherwise would be charged if you call, email or place your order in our showroom with one of our sales reps. Why? By putting in all of your information online including lettering for each award there are less likely to be mistakes on our end and you're freeing up our time to get your order processed more efficiently and quickly so we're passing along some discounts as a thank you. However, if you do not place your order directly online you may be charged the fees mentioned above and they vary depending on product type. Line change fees are $2.00 per change & set-up and design fees start at $25.00. If you have any questions feel free to email email@example.com or call 260.432.8161
What is the average turn-around time?
Most orders with in-stock items ship within 3-5 business days. Larger orders may take up to 7 business days. If there are any issues with stock on an item you purchased we will contact you. Statues are not stocked items and could take up to two (2) weeks to ship out. You will be contacted if you order will take longer than 5-7 business days to ship out or if we cannot meet your deadline. Custom printed apparel & promotional product items have a turn-around time of 7-14 business days. During the checkout process please list you event date. We will always meet our customers deadlines.
Notice: Trophy Sizes
Trophy sizes vary greatly depending on the top figure chosen - any change to the figure from what is pictured could greatly decrease or increase the size of the trophy. If you would like more information on how the figure you would like will change the size of the trophy please contact us for more information. If the trophy's product picture is not shown with a figure the size listed is before adding a figure - if the product picture shows a figure the size is with the figure shown - contact us with any questions.
Can I receive a quote?
Of course! Just email our sales reps at firstname.lastname@example.org to receive one. Be sure to include your name, shipping address, date needed, product desired, quantities and any other useful information. One of our reps will get back to you within 24 hours.
Can I purchase extra or replacement plates?
Can we engrave on items not purchased from Imperial?
No. We will not engrave or print on furnished items. However, in most cases we can create a plate that you can attach to your item(s). You can bring your item in for measurement and to see what material would work best but we will not keep the item or attach the plate for you.
I have old trophies, can I give them to you?
We think it's great that you want to recycle your old trophies! Unfortunately, we cannot take them here. We suggest looking for a need for them around your local community such as boys & girls clubs or non-profit organizations. We can change the plates on your old trophies, so just give them our name when you find that special place for them.
I damaged my trophy can you fix it?
We get asked this a lot and here are a few ways to fix a broken trophy - just contact us and we'll help you out.
- If the corners or edges are worn out on a wood base but not damaged you can use a wood colored marker on cherry and walnut finishes, whiteout on white finishes and a black dry erase marker on black finishes.
- If a base is broken we should be able to replace it for a reasonable fee.
- If a figure or trim piece is broken should be able to replace for a reasonable fee it if the item has not been discontinued.
If your order has not shipped and you would like to cancel the order there will be a 20% restocking fee. If your order has not shipped and you'd like to make changes please contact our sales department immediately at 260.483.1161 or email@example.com. We work quick here, most orders get pulled/ordered within one (1) hour of placing your order.
Can I rush an order?
Yes, on in-stock items only. We do not have rush fees (custom ribbons and printed certificates do have a rush fee of 20% apparel and promotional product rush fees vary - call or email for details) however, shipping charges may go up to meet your deadline. We will notify you of these charges. We ship via FedEx Ground, 3 Day, 2 Day and Next Day Air.
Do you ship internationally?
We currently do not ship internationally. We do have several customers in Canada and other regions close to the USA that ship there items to a location closer to the border and pick the items up there to take them across the border. So, if you're from Canada or another region feel free to give us a call at 260.432.8161 to discuss your options.
Can I change my shipping method?
Yes, if the order has not shipped. By default all orders are shipped via UPS Ground or FedEx Ground. You can change your shipping to UPS or FedEx 3 Day, 2 Day or Next Day Air within reasonable time. You must contact us at 260.432.8161 to do so.