Where are you located?
We are located at 12817 Poway Road, Poway, CA 92064. You’ll find us tucked away in a small strip mall at the cross section of Carriage Road and Poway Road. We’re a couple shops down from Poway Vacuum & Sewing, and we share a parking lot with the AMPM on the corner. We strongly encourage reading the entirety of this FAQ page to make sure you’re prepared for your visit, and if you can save yourself a trip!
What are your business hours?
We are open Monday-Friday 10am to 5pm PST. We are closed all weekends and major holidays.
What is the best way to contact you?
Email, 1000%! You can reach us through the website Contact Form, or by emailing firstname.lastname@example.org. Please keep in mind that we are in a line of work that is production-based and requires our hands; because of this, we no longer communicate over the phone. We must continue working to make sure everyone receives their awards on time! If you have not worked with us before, please contact us via email ahead of time before visiting the store.
What is your current production time?
Our production times remain the same whether the order is placed online or in store. Our standard production time is 5-8 business days. We always work to get the order completed within 5 business if possible.
Do you offer Rush Services in store?
We do not offer rush services online or in-store. We pride ourselves on the quality of work we provide and don’t think it’s appropriate to rush such a service. In addition, the pandemic has caused production/shipping delays among our distributors. This is something we have no control over. Please plan award orders and events accordingly!
Do you recycle trophies?
No. We only sell new and unused items to our customers. Our best suggestion is to either donate them to a local thrift store or make a nice shadow box out of the plates and toss the rest of the trophy in the trash. We understand you don’t want to throw them away, but we don’t want to do it for you either.
Do you repair broken trophies?
No, we do not offer repair services or any polishing/cleaning services.
Do you engrave on items brought in by customers?
We do not engrave on customer-provided objects. This includes watches, jewelry, plates, guns, and drinking cups/glasses. We can, however, add perpetual updates to plaques and fantasy league trophies.
Can I order individual parts for the awards (trophy figures, wood bases, neck ribbons, etc.)?
No, we only sell completed awards in-store and online.
Do you offer other award styles than what I see on your website?
What you see online is what we offer! Our trophy artists are hard at work updating the website in between completing orders. Check back often for new additions! If you have a particular award style you are envisioning or trying to copy, please contact us at email@example.com.
PLACING AN ORDER
How do I place an order?
We’ve made award-ordering easier than ever with rextrophies.com! Browse our selection of plaques, trophies, engraved plates, and more. Once you’ve made a decision, just fill out the necessary information and click “add to cart.” After you’ve picked out all of your awards, select “check out” to add payment and/or shipping information. If our trophy artists have any questions, they’ll reach out via email.
Can I place an order in-store?
Of course! We ask that you arrive prepared with all your text typed out with corrected spellings and grammar. Any logos or artwork will need to be emailed to us in the correct format required. We keep a limited amount of products in-store, so do not rely on seeing a sample before ordering. Please keep in mind that we are in a line of work that requires our hands, and though we’d love to chat, we have to get back to work to make sure everyone receives their awards on time. We appreciate you respecting our time!
Can I add to or change my order after placing it online/in-store?
We understand things change, and are happy to accommodate. Please contact us via email at firstname.lastname@example.org within 24 hours of order placement, and we will add to the order as necessary. Any additions or changes after 24 hours will require the placement of an additional order. We do not allow for any cancellations once the order is placed.
I need to order several of the same award with different engraving on each. How do I go about placing my order?
Not a problem! Please type out a text document and upload it on the product order page. We ask that your document clearly separate the different awards, and use the punctuation and capitalization you wish to see on the award. If you have any issues uploading your document, please just email it with your order number to email@example.com.
Do you provide proofs prior to production?
We do not provide proofs for approval due to the turn-around time on orders. We pride ourselves on our abundant knowledge on all-things awards. When you place an order through us, think of it as commissioning an artist to design your awards!
Do you charge extra for customization?
We offer FREE engraving/customization on all products we offer. Some products offer extra customization for an additional charge.
Is there a character limit for customization?
We do place varying character limits on the text boxes for each product. Our character limits range depending on the size of the allowed space for engraving. Please contact us directly at firstname.lastname@example.org if your text is longer than the character limit provided, and we will do our best to accommodate the additional text. Additional fees may apply if there is a large amount of extra text needed; we will let you know before production if this applies to you.
UPLOADING ARTWORK & LOGOS
What types of files do you accept for logo artwork?
For engraved products (acrylics, plaques, some gift items), we require a black and white transparent image in either a .png, .eps, or .ai file types. We can work with .jpg files, but prefer the previously stated file types. We cannot accept grayscale images. For our color sublimated products (trophy plates, medals, plaques, gift items), we ask for the cleanest version of the logo you can provide. The quality and size of the file will directly relate to the quality of the artwork provided.
I don’t have the required logo format. What can I do?
If you cannot obtain a clean black and white transparent image, we can alter the artwork to best fit our needs. We charge an artwork fee of $60.00 per hour and bill in 15 minute increments. Please contact us directly at email@example.com for any questions regarding our artwork fees.
Can I pick up my order in the store?
Yes of course! Just select FREE store pick up when you place your order. You will be notified by email when your order is ready for pick up. Orders can be picked up at our store location during regular business hours only.
Store Address: 12817 Poway Road, Poway, CA 92064
Business Hours: Mon-Fri 10am to 5pm. We are closed weekends and holidays.
When will my order ship?
Our normal production time is 5-8 business days. Your order will ship USPS or UPS and is expected to arrive within 5 business days from the ship date.
How can I track my order?
You will receive an email notification with tracking information when the order ships.
Do you offer free shipping?
We do not offer free shipping. However, we do offer FREE in-store pick up for all orders placed on our website.
Do you offer rush shipping?
At this time, we do not offer rush shipping.
Do you ship APO/FPO or internationally?
Currently, we are only shipping orders within the Continental United States.
What types of payment does Rex Trophies accept?
We accept all major credit/debit cards and PayPal. In the store location we accept all major credit cards/debit cards, Apple Pay, Google Pay, Samsung Pay, and cash payments. If you have a purchase order from your school district or must pay with a check, please contact us directly to place the order at firstname.lastname@example.org.
Do you offer refunds?
No. When you place an order with us, you are requesting a customized award that is unique to you.
Something is missing from my order.
Oops! Please contact us within 24 hours of the delivery confirmation if any item is missing from your order. We will correct the order and ship out any missing items within 24 hours at no extra cost.
One of my items is broken or incorrect.
Oh no! Please contact us within 24 hours of the delivery confirmation if any item is broken or incorrect. We will correct the order and ship out any necessary items within 24 hours at no extra cost.
The award is correct, but I spelled a name wrong. Can I order just the engraved plate?
As long as it is a removable plate from the award, it is possible to order a new plate. Items such as acrylics, certain plaques, rotary engraved medals, and some gift items cannot be corrected. Please contact us directly to determine if this will be an easy fix and the additional cost to do so.
What makes Rex Trophies different from all other trophy companies?
Where do we start! Our attention-to-detail, customer service, and genuine passion for what we do–the list goes on. We understand that you may find a trophy online at a lower cost or that another company may provide an endless amount of options, but nothing compares to the Rex Trophies experience. We feel that we set ourselves apart from the rest by treating each award or gift individually. You will never receive an “ALL CAPS ARIAL FONT” plastic trophy plate from us (unless requested, of course). We will always rise to the occasion to personalize your award; whether that means adding your logo to every trophy plate, using an interesting font, or uniquely laying out an award’s contents to best reflect your vibe. We call ourselves Trophy Artists for a reason, you know!
Why do you call yourselves “Trophy Artists”?
The term “Trophy Artist” was coined by our team in 2016. It embodies all the experience, passion, and creativity that each and every Rex Trophies team member possesses. Designing the perfect awards is truly an art form!
Do you work with schools and leagues?
Heck yeah, we do! We’ve been in business for over 40 years and have earned the trusted title of “Our Awards Place” at countless school districts and several local leagues. We understand that the order process and payment can vary from each organization. We accept purchase orders from schools. Due to the larger type of order, we ask that leagues make a minimum 50% deposit on their order, and that the full amount is paid on or before completion. Please email us at email@example.com for more information!