Returns & Refunds
100% Satisfaction Guarantee
At Capital Trophy, your satisfaction is our utmost priority. We are committed to providing you with high-quality products and services that meet or exceed your expectations. If, however, we make an error on your order, whether it's on the engraving, sublimation, or other personalization methods that is due to an error on our part, we will promptly correct it at no additional cost to you.
You may return the item within 30 days after the date your order was shipped or delivered, and we will swiftly make any necessary corrections. Our goal is to deliver excellence and ensure your complete satisfaction. We stand by the quality of our work and are dedicated to resolving any issues promptly.
Customer Responsibility for Accuracy
It is important to note that any spelling errors or inaccuracies on the customer's part are the responsibility of the customer. We engrave exactly what is provided by the customer.
While we do review and check the text submitted by customers, we understand that there may be valid reasons for certain misspellings or errors, and we may or may not question them.
Redo/Replacement Orders at 40% Discount
In cases where a mistake occurs on approved artwork, or if you are not entirely happy with your choice, we offer a 40% discount on redo orders. We want to ensure that you receive the awards and personalization solutions that truly meet your requirements and preferences.
Custom Order Basis
Please be aware that ALL ORDERS are fulfilled on a Custom Basis. Each order is meticulously designed, assembled, and personalized with engraving and/or sublimation. Because of the custom nature of these items, once they are built, they become non-returnable. This is because they cannot be resold to other customers.
Proof Approval
Before any engraving or personalization is performed, all orders will be submitted to the customer as a proof via a PDF or other image format through email. We kindly request that customers review and sign-off on the proof to ensure accuracy and satisfaction. Please return the proofs to our company promptly to avoid any delays in the completion or shipping of your order.
If you have any questions or concerns regarding our return/refund policy, please do not hesitate to contact us.
Your understanding and cooperation are greatly appreciated.
Deposits & Payments
Upfront Payment Policy for New Customers
For customers who do not have an established relationship with us or do not have a billing account set up, we require upfront payment. All orders will be quoted to the customer first. Depending on the payment terms specified in the quote, full payment and confirmation of the quote are required before we can proceed with the order.
Payment Terms for Established Accounts
Customers who have an established account with us may have payment terms on a net 15, 30, 60, or 90-day schedule, as agreed upon. Please see our Billing Account Application for more information about charge accounts.
50% Deposit Policy for Outsourced Custom Products
For certain custom orders that we do not manufacture in-house, a minimum of 50% deposit is required before processing the order. We will inform you of this requirement when placing such an order.
Our goal is to provide you with a clear and straightforward payment process that aligns with your needs and ensures a seamless experience.
If you have any questions or require further clarification on our payment policy, please do not hesitate to contact us.
Returned Checks & Disputed Credit Card Transactions
Returned Checks
There is a $35.00 returned check service charge and/or allowable collection and payment fees as allowed by civil code. We do not accept personal checks or credit card payments to replace a check that has been returned. If a check is returned, the face value of the check, plus the $35.00 returned check fee, may be paid by cashiers check.
Disputed Card Transactions
There is a $35.00 late payment fee for disputed credit card transactions that will be assessed for all disputed card transactions whereby a customer has not contacted us prior to contacting your bank. If there is an error on a transaction, you should always contact us first as we can resolve the issue quickly, and without the hassle of a dispute. In addition, finance charges at the rate of 1.5% per month will be assessed on all disputed credit card transactions until payment is received in full.
Pricing
We reserve the right to modify the pricing provided with or without notice. We make every effort to ensure our pricing listed in our online catalog is accurate and a pricing change would only occur in the case where an error is discovered. You will be notified of the pricing change and have the opportunity to cancel your order should this occur.
Also please note that if there is a pricing discrepancy it is usually that the pricing is higher online than it is in our shop. To avoid inconveniencing you, the website pricing is aimed high.
Privacy Policy
Please note that this Privacy Policy is subject to change without notice and reflects our current business practices. This Privacy Policy is dated January 1, 2024
PERSONAL INFORMATION AND CHOICE
"Personal information" is information about a natural person that identifies or describes an individual, including, but not limited to, their name, social security number, physical description, home address, home telephone number, education, financial matters, etc., that is readily identifiable to that specific individual. A domain name or Internet Protocol address is not considered personal information; however, it is considered "electronically collected personal information."
According to Government Code § 11015.5, "electronically collected personal information" means any information maintained by an agency that identifies or describes an individual user, including, but not limited to, their name, social security number, physical description, home address, home telephone number, education, financial matters, medical or employment history, password, electronic mail address, and information that reveals any network location or identity but excludes any information manually submitted by a user, whether electronically or in written form, and information on or relating to individuals who are users, serving in a business capacity, including, but not limited to, business owners, officers, or principals of that business.
"Electronically collected personal information" that we automatically collect includes your domain name or Internet Protocol address and statistical information about which web pages you visit on our website. If you voluntarily participate in an activity that asks for specific information (i.e., completing a request for assistance, adding products to a shopping cart, submitting an order, sending an e-mail, or participating in a survey), more detailed data will be collected. If you choose not to participate in these activities, your choice will in no way affect your ability to use any other feature of this website.
If any type of personal information is requested on the website or volunteered by the user, State and Federal law, including the Information Practices Act of 1977, Government Code Section 11015.5, and the federal Privacy Act of 1974, may protect it. However, this information may become a public record once you provide it and may be subject to public inspection and copying if not otherwise protected by federal or State law.
All information submitted or collected through the use of this website is considered to be publicly accessible information.
A SPECIAL NOTE ABOUT CHILDREN
Children are not eligible to use services that require the submission of personal information, and we require that minors (under the age of 18) do not submit any personal information to us. This includes submitting personal information to us as part of a user profile or personalization profile, an order for products, or e-mails. If you are a minor, you can use these services only if used together with your parents or guardians. If you are a minor, you should seek guidance from your parents.
INFORMATION COLLECTED AND HOW IT IS USED
We do collect personal information directly from individuals who volunteer to use some of our services. The collection of this information is required to deliver specific services such as fulfilling and completing your order, but the use of these services is voluntary.
If you do nothing during your visit to the website but browse or download information, we automatically collect and store the following information about your visit:
- The Internet Protocol Address and domain name used, but not the e-mail address;
- The type of browser and operating system you used;
- The date and time you visited this site;
- The web pages or services you accessed at this site;
- The website you visited prior to coming to this website.
The information we automatically collect or store is used to improve the content of our web services and to help us understand how people are using our services. This information does not identify you personally and is used for gathering website statistics. The information we automatically collect and store in our logs about your visit helps us analyze our website to continually improve the value of the materials available. Our website logs do not identify a visitor by personal information, and we make no attempt to link other websites with the individuals that browse this website.
This site may provide or distribute certain lists and statistical reports of regulatory information as provided by law, but no personal information is sold or distributed, and all relevant legal protections still apply to this website.
WHAT HAPPENS TO INFORMATION YOU SUBMIT TO US?
If you choose to submit information to us, the information may or may not be transmitted through secure lines to our company database. You will be notified whether the information submitted is secure or not by your browser. Different browsers notify you using different methods. Please consult the documentation for the browser you are using for details on how your particular browser notifies you of security information. Any private information will only be used for the purposes for which it was provided and will not be shared with another entity except as prescribed by law and/or as necessary to fulfill your order request.
USE OF INTERNET REQUEST FOR ASSISTANCE FORM INFORMATION
Any information you provide to us will only be shared with entities involved in your order as necessary. Information you provide may be included with other consumers’ information to be used for statistical reporting, trending data, and/or investigative actions. For example, we may need to retain information that becomes part of an enforcement action or consumer complaint case for a period of time after the closing date of your order. Typically, orders are stored in our online database for a period of seven years for accounting purposes.
SURVEYS
If during your visit to this website you participate in a survey or send an e-mail, the following additional information will be collected:
- The e-mail address and contents of the e-mail; and
- Information volunteered in response to the survey.
The information collected is not limited to text characters and may include audio, video, and graphic information formats you send us. The information is retained in accordance with Government Code § 11015.5.
IF YOU SEND US E-MAIL
You may choose to provide us with personal information, as in e-mail with a comment or question. We use the information to improve our service to you or to respond to your request. Sometimes we forward your e-mail to other employees or third-party organizations we work with who may be better able to help you, and this staff may be employed by a different agency or company. Except for authorized law enforcement investigations or as required by law, we do not share your e-mail with any other organizations, and your e-mail address is never sold to third-party companies for use in spam activities.
We use your e-mail to respond appropriately. This may be to respond to you, to address issues you identify, to further improve our website, or to forward the e-mail to another agency for appropriate action for the purpose of fulfilling your order request.
ORDER FORMS
If you place an order with us, we request information from the user on our order form. A user must provide contact information (like name and shipping address) and financial information (like credit card number and expiration date). This information is used for billing purposes and to fill your order/request. If we have trouble processing an order, this contact information is used to get in touch with you.
PUBLIC DISCLOSURE
All information collected on this site becomes public record that may be subject to inspection and copying by the public, unless an exemption in law exists. In the event of a conflict between this Privacy Policy and the Public Records Act, the Information Practices Act, or other law governing the disclosure of records, the Public Records Act, the Information Practices Act, or other applicable law will control.
Cookie Policy
In addition to these Terms & Conditions, please be aware that we use cookies and similar tracking technologies on this website. For more information about how we use cookies and your choices regarding them, please review our Cookie Policy.