Guarantees & Policies

Creating your awards is serious business, but it’s also enjoyable and fun! Our goal is to provide you with a 5-star experience, so we’ve implemented the following policies and procedures to ensure we're all on the same page:

When you place an order, you receive a dedicated customer service representative and graphic designer who are responsible for overseeing your project from start to finish. Both will be familiar with the details of your order and can be reached by phone or email.

To help restore habitats and ecosystems, we are committed to planting 2 trees for every award, trophy and plaque that we produce. The mangrove trees we plant help to sequester carbon, restore habitats, support biodiversity, and create employment in rural and impoverished communities. As of April 2023 we’ve helped plant over 60,000 trees - that’s roughly 6 hectares or the equivalent of 6 football fields!

It can be difficult to track down your logo in a vector file, especially if you are in a rush or don’t know who to ask. So to make it easier for you, send us any logo file that you have and we'll vectorize it for you! Note that it takes 24 hours to vectorize a logo file, so your artwork proof will come one day later. If you wish to order a copy of your vectorized logo, the cost is $75 per logo file.

Nobody likes setup charges or hidden fees, so we don’t have them! Order any of the awards and trophies in our House Collection and there are no setup charges. Our all-inclusive pricing that includes professional graphic design, artwork proofs, and unlimited design revisions at no charge until you approve your artwork. Any options you choose to add are clearly indicated, so there are no surprises and you can order with confidence.

With no minimums, you can order 1 award and you will receive the same quality, service, and guarantees as someone that orders 100 awards. We’re here to help you recognize the special people in your world!

You will receive a pre-production artwork proof with every order and we will not start producing your order until we have received your artwork approval. The artwork proof is our last defence against errors, so it’s important to review your proofs closely, while also in a timely manner. We make every effort to ensure your artwork proof is accurate, however you are ultimately responsible for what is approved in the artwork, so be sure to review your artwork proof carefully. We guarantee that we will produce the exact artwork that you approve in your proofs.

Note that once you approve your artwork proof, no further design changes are possible because we start production immediately.

In the event that an error is not caught during the artwork approval process, we offer a 20% courtesy discount on the list price of any pieces from our House Collection that need to be replaced or redone. We will expedite any replacements as quickly as possible though regular shipping charges will apply.

Courtesy discounts are not available for original concept awards.

For first time clients we require full payment by E-transfer, ACH transfer, or credit card. Returning clients can request to be invoiced. We can accept a variety of payments depending on your location and currency.

We send you your invoice once you have approved your artwork because at that point your details have been finalized. We send you payment instructions with your invoice so that you can choose your payment method.

Canadian clients paying in CAD funds, we accept the following, in order of preference:

US and International clients paying in USD funds, we accept the following, in order of preference:

As all orders are personalized, we request a 60% non-refundable deposit on orders over $5000.

For international orders beyond Canada and the US, we require 100% prepayment before we can ship your order.

As all awards and trophies are permanently personalized, we do not offer any returns or refunds and all sales are final.

However, if there is damage in transit on shipments directly from Eclipse Awards, or any defects in quality or workmanship, we will replace those pieces at our expense.

Any damage in transit must be reported within 3 days of delivery, accompanied by photos where possible.

Note that we only cover shipments that originate directly from Eclipse Awards, we do not cover any damage on shipments that have been repacked or reshipped.

If you need to cancel any pieces of your order once it is underway, the following charges will apply:

• Items canceled before artwork proofs have been provided: $30 / piece
• Items canceled after artwork provided, but before artwork has been approved: $50 / piece
• Items canceled after artwork has been approved: 80% of quoted price / piece

Non-stock special order items and Original Concept Custom Awards projects cannot be canceled once confirmed.

Should you wish to add pieces to your order, we will do our best to accommodate your request at any stage. To consolidate shipping with the main order and guarantee the same delivery date, rush charges will be applied at a 50% discount. Quantity discounts will be extended to order additions, if they are produced at the same time.

Click here for Eclipse Awards Privacy Policy.

If you have any further questions that aren’t answered here, please contact us directly at info@eclipseawards.com.