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Frequently Asked Questions

The following are Frequently Asked Questions that are laid out to assist you with your K2 Awards & Apparel shopping expeirence! If you have any questions that are not answered within this FAQ, please contact our Customer Service team at 1-866-794-4122 or by e-mail at customerservice@k2awards.com.!

  • Can I order individual parts like trophy figures or medal neck ribbons?

    Yes. Individual components are not directly available on our website but we will certianly work with you to get you what you need. Please contact us via email at sales@k2awards.com or customerservice@k2awards.com and let us know the specific item(s) in which you would like to order as well as the quantity.

  • How do I find the specifications of an item?

    All details about a product should be on the produc page either in the 'Product Information' tab or the 'Specifications' tab.  If you do not see the exact information that you are looking for please contact us and we will be happy to help.

  • What is your return policy?

    We offer a 100% customer satisfaction guarantee. If you receive your item that did not meet your expectations, we will be happy to replace the items or accept a return on the items within 48 hours. Be sure to include the K2 Merchandise Return Form in your return package. Once we receive the returned items we will process your refund. Please see our Return Policy for more deatils.

  • Can I pay with a Purchase Order/Check?

    Yes, K2 Trophies and Awards allows pre-approved businesses and organizations to use purchase orders when ordering online. To pre-qualify for credit, please CLICK HERE to submit an application. Please note, that orders requiring express shipment must be paid in full prior to shipment.

  • What is the cost of personalization?

    We offer free, unlimited personalization on ALL Trophies, Plaques, Cups, Glass, Crystal, Acrylic and Gifts.

    Each medal is an additional $.59/ea for unlimited personalization.

    Custom Apparel has a fee of $3 for a Name and $2 for a number.

  • How much does shipping cost?

    Shipping cost is based on the items that you have in your shopping cart, how fast you need your order, and where you are shipping the order to. We offer FREE Ground and Economy Shipping on ALL orders over $97.00. If your order is not over $97 or you need your order expedited you will be able to calculate your shipping costs in your shopping cart.

  • Will a sales tax be applied to my order?

    We only charge sales to orders shipped to Virginia addresses. Virginia orders are charged a 5.3% sales tax.

     

    Exempt for Non-Profit businesses

  • How can I track my order?

    Once your order has shipped, you will receive an email containing the tracking number for your order. You can also log back into the site and monitor the progress of your order. Please check your spam or junk mailbox if you do not find it in primary inbox.

  • What if I placed an order with the wrong mailing address?

    Please be sure double check that the address provided is correct. If a change of address is required once the order has shipped, there will be a $12 change of address fee.

  • I just received my order and it is wrong/damaged. What should I do?

    If products are damaged in-transit or K2 made a mistake, let us know within 48 hours of receipt of your order and we will send out a FREE replacement or credit your account, whichever you prefer.

  • I just placed my order but see I made a mistake. How can I fix this?

    No worries, we all make mistakes. You should have receive an order confirmation email as soon as you place the order. Your order confirmation email will contain all order information as well as all engraving or design parameters. Please reply to that email with the corrections that need to be made AS SOON AS POSSIBLE. If the order has not been produced or shipped, we will be able to make those changes for you. If we have already processed the order, a NEW order will be required.

  • Can I make a change to my order?

    Yes, but contact us as soon as possible!  We understand that mistakes happen and if you catch an error, you can reply directly to your order confirmation email with the change and we will make sure it is applied.  Keep in mind, we are FAST. So if your order has already been personalized, an order change may be subject to a fee or require a new order to be placed. 

  • How do I submit my customizations?

    If personalization is available on an item, you will be asked if you want to upload a file containing your personalizations or if you want to enter it in directly to the website.  Our designers will format your personalizations to look the best but if you want to see a proof of layout and formatting before we begin printing, please request a proof in the item comments box. 

  • How long will it take to receive my order?

    During checkout, the website will ask you when you need your order by. This is the date we GUARANTEE delivery. Once you enter in your date, you will be able to choose from the best available shipping options to guarantee delivery by this date.

    For most awards products, our standard production time is 1-2 business days plus time in transit to you, 1-5 business days with Standard shipping. For custom apparal, you can receive as early as 4-5 business days.

    For the exact shipping times and price, please add your items to the cart and proceed to checkout.

  • What is the best way to place my order?

    Directly through the website. Due to the fact that almost every single item we sell is customizable, placing your order through the website ensures that we have the most accurate spelling and formatting for your order.  The website will keep all artwork and files uploads associated with your order for quick and easy reference. If you cannot place your order through the website, you may order via:

    -Email: Please email all detailed order information to sales@k2awards.com .

     

    -Fax: Please fax all detailed order information to: 757-282-2518

    Please note: Non-website orders are subject to delays.  Due to the customized nature of almost all of our items, we strongly recommend against calling-in to place your order over the phone.

      

     

  • Will I receive confirmation that my order was place?

    You will receive an email confirming your order within a few minutes of placing your order.  This email will be sent to the email associated with your account or the email address supplied in check out. Please be sure to use a valid email address in checkout.  Sometime our email can get filtered to the junk folder so be sure to check there if you have not received it within a few minutes.

  • Can I get an apparel sample?

    Yes. You can get a blank sample of any apparel item at a discounted price. Please contact apparel@k2awards.com to place a sample order.

  • Can I order different items with the same design?

    Yes. You can use the same design on different apparel products at no additional cost under the condition that the design is in the same print location and the printing process (Screen Printing, Embroidery, DTG) is the same.

  • Can you create or design my artwork?

    It is helpful to have a logo or design ready, however, design help is available at $50 per hour.

  • Do I have to order a minimum?

    Direct to Garment –No Minimum
    Embroidery – Minimum is 6
    Screen Print – Minimum is 12 

  • Does the design size affect pricing?

    No, the design size does not affect pricing. Variables that impact design pricing include the number of print locations on the garment and the number of colors included in the design (Note: Number of design colors only applies to screen printed products).

  • How can I get a quote?

    For detailed quotes, please email your request into our sales department at sales@k2awards.com. They will be happy to take your information and work up a shipping quote to your location.

  • How does bulk discounting work?

    For awards, bulk discount is contained to each individual product or product line. For apparel, the bulk discount is directly related to the design. The more products you purchase with the same design, the more you save on your apparel order overall.

  • Can I add my Logo?

    If a specific product allows for a logo, you will see an section to upload your artwork. If you are logged in, you will be able to have access to any previously upload artwork. If you want to Manage Artwork upload to your account, please vist your account dashboard.

    Please Note: Some trophies or smaller items do not have an upload artwork section because the size of the engraving.  If you must have your logo on a plate please leave a note in the product comments box that you want to include a logo. You can reply to order confirmation email with an email containing your logo.  Logos on these awards may be subject to additional charges. 

  • Can I fax over my engraving?

    We HIGHLY DISCOURAGE  submitting personalization via fax. Engraving needs to be submitted in a format that our designers can copy and paste from to avoid any typos. We are not able to copy and paste from a document that is faxed in. If fax is the only way to get us that information, there will be a $10.00 Hand-Keying Fee applied to your order and may delay the production time. 

  • Can I make one line of my personalization standout?

    Yes.  Our designers will format your plates to look the best. However if you want us to make a specific line of text bold or bigger, please leave us any instructions in the product notes box on the product page.

  • Can I order awards now without engraving and get the plates after we have our winner’s?

    Yes. On the product page, select that you want to manually enter the personalization. You can leave the text fields blank and make a note in the product comments box for production to not include plates. When you are ready Order Plates be sure to enter in the sku of the item in the product comments box so that we can match the appropriate size.

  • Can I use special characters or a language other than English?

    Yes. The website may not accept a forms of customization so to be safe, please enter your customizations on a .xslx, .pdf, .doc, .docx and let us know in the product comments box that there are special characters. 

  • How many characters can an award have?

    Engraving is unlimited and we do not charge for additional characters.  Keep in mind, the more text and information that is added, the smaller it will be.  If the customization fields are cutting you off please feel free to provide your information in the item comments box or upload a file containing your information.

  • How much does it cost to personalize?

    The cost of personalization is included in the price of the awards, with the exception of custom apparel, color printing and engraving on the back of medals.  For color (UV) printing the cost is $4.99-6.99. The cost for engraving on the back of medals is $0.59 extra per medal. Names are $3.00 and Numbers are $2.00 on custom apparel.

  • What customize plate or plaque and I use outdoors?

    Not all of our plates and plaques are made for the outdoors.  If you are looking for something to personalize and outdoor item, please checkout the following:

    Outdoor Plates

    Outdoor Plaques

  • Can I pay with an international credit card?

    We cannot accept credit cards based outside the United States. However, international orders can paid by using a PayPal account.

  • Do I receive free shipping on trophies over $97.00?

    Unfortunately, we are not able to honor free shipping on any international orders.

  • How much does international shipping cost?

    In order to get you a shipping quote you will need to email your request to our sales department at sales@k2awards.com. A customer representative will be happy to take your information and produce a shipping quote to your location.

  • What is the turnaround time to receive an international order?

    Our standard production time is 2 business days plus shipping time to relative to your location.

  • What shipping company do you use?

    We ship FedEx International.

  • Can I get my logo in color?

    Yes. Full color logo printing is available on many of our awards and would be an additional $5.00 charge per award. If color printing is available on the item, it will be listed as a Personalization Option in the drop-down selector.

  • Do you have our logo on file?

    If you have provided your logo to us in the past, please reference your previous order number in the order comments box during checkout. This information will allow us to retrieve the logo we have on file.

  • What file type should my logo be?

    For the best logo quality and order experience, we recommend vector files (AI, EPI, PDF, CDR) or high-resolution image files (JPEG, PNG) that are clear and free of any pixilation.

  • When will I receive a design proof?

    Once your order is placed through the website, you will receive a design proof within 1 business day. At this time, we are unable to provide design proofs prior to an order being placed.

  • How do I reset my password?

    If you are logged in, please click here to reset your password. If you are not logged in, please click on ‘Forgot Password’ on the log-in page.

    If you did not see your Reset Password email, please check your spam or junk email folder as it may have gone there. If you still have not received it, please contact us via Live Chat or email us at customerservice@k2awards.com. A representative will be happy to reset your password for you.

  • Are my payments secure?

    Notice at the top of this page that the bar reads HTTPS in green font, indicating Hyper Text Transfer Protocol with Secure Socket’s Layer (SSL). This means K2 Trophies and Awards provides a safe and secure online shopping experience. Your credit card data is processed through a third-party processing service which encrypts vital customer information. In fact, we never see and never have access to your credit card number.

  • Can I pay by a check?

    Yes. You will need to place all of your items in your cart to gather the total. Then mail us a check/money order. Once that check is received we can process the order and ship it out to you. **You will need to click submit order to fail the cart so that the order information can be viewed on our end.

  • Do you accept PayPal?

    Yes.

  • How do I pay by a PO?

    Yes, K2 Trophies and Awards allows pre-approved businesses and organizations to use purchase orders when ordering online. To pre-qualify for credit, please CLICK HERE to submit an application. Please note, that orders requiring express shipment must be paid in full prior to shipment.

  • What mailing address do I send payment to?

    Please send your payment to:

    K2 Awards & Apparel

     

    4128 Jacque Street

     

    Richmond, VA 23230

     

  • How does bulk discounting work?

    For awards, bulk discount is contained to each individual product or product line. For apparel, the bulk discount is directly related to the design. The more products you purchase with the same design, the more you save on your apparel order overall.

  • I have a discount code that I got online. How do I apply it?

    Discount codes can be entered on the Cart page. On the right-hand side, click on ‘Apply Discount Code’. Enter your discount code in the text field and click the blue ‘Apply Discount’ button beneath the text field.

  • What forms of payment do you accept?

    We accept all major credit cards and payments via PayPal.

  • Can I order additional plates for a perpetual trophy?

    Yes. You are able order additional personalized plates for your perpetual trophy by clicking here.

  • Do medals come with a neck ribbon?

    Yes. All medals and dog tags come with a standard neck ribbon or neckchain attached at no additional cost.  Premium ribbons are available.  

  • Do neck ribbons come free with purchase of medals?

    The majority of ribbons are included with the medals at no additional cost. However, we do offer specialized and premium ribbons that are available for a small additional charge. The price for these premium ribbons are displayed next to the ribbon name in the drop-down selector.

  • Does the height of the trophy include the topper figure?

    Yes. The overall height of the award includes the height of the figures. In the instance multiple figures are available, due to their varying heights, the overall height of the award will be approximated to best reflect the average height of the award based on available options.

  • Where can I find the product dimensions (height, width, and length)?

    The height, width, and length of the product is listed on the product page under the tab ‘Specifications’ which can be found toward the bottom of the product page.

  • Where can I find the product weight?

    The weight of the product is listed on the product page under the tab ‘Specifications’ which can be found toward the bottom of the product page.

  • Which award material is heavier, Acrylic, Glass, or Crystal?

    Crystal will be the heaviest award material, followed by glass, and then by acrylic.

  • Can I place an order and come to your location and pick it up to save on shipping?

    Yes. Pickup is available to customers located near our facility in the Richmond, Virginia area. You will see Local Pickup as a shipping option once you confirm your address and select your need-by date. If your address is not in the area but you are willing to come to Richmond, Virginia to pick up, please Contact Us prior to placing your order.

  • Do you offer free shipping?

    Economy and Standard shipping are FREE on orders over $97.

  • How do I track my order?

    Once your order ships, you will receive with tracking information. This tracking email will be sent to the email address provided during the checkout process.  Tracking numbers will also be posted to your order history page in your account dashboard. 

  • What is the shipping cost?

    Economy and Standard shipping are FREE on orders ALL over $97.

    Economy (7-12 business days depending on location) is a flat rate of $10.95. Standard shipping (1-5 business days) is typically between $13-$15 depending on the items in your cart. Expedited shipping costs can vary depending on the weight of the items in your cart and the shipping location.

     

    To get exact shipping estimates, please put your items in your cart and proceed to the checkout process. 

  • When is the absolute last day that I can place my order?

    Shipping times production times can vary based on the differnt types of products that you are ordering. 

    In general, personalized awards can be delivered in 1-2 business days at the absolute earliest with expedited shipping. Custom Apparel can be delivered in 4 busines days at the absolute earliest with expedited shipping. 

    To get the exact delivery times you will need to put your items in your cart and proceed to checkout for shipping estimates and rates. Rates and estimated delivery times are subject to change without notification. Please provide as much time as possible to ensure your order arrives on-time.