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Frequently Asked Questions

Policy Update: effective 3/12/2020

Due to extraordinary circumstances surrounding the impacts of COVID-19 on businesses, schools and events we are indefinitely updating our return and refund policy on all sales.


While you evaluate the status of ordering for your events and ceremonies please consider the following tips to help mitigate any possible hiccups with your order:

  • Avoid using an event date to allow awards to still be used should your event be postponed
  • Explore options with a personalized plate that can be interchanged should your event be postponed or cancelled
  • Please contact us to determine options for the latest order dates to ensure timely delivery.

As always, we are here to help make your ordering process and your event as successful as possible. We will continue to monitor and update this policy as information becomes available.


The following are Frequently Asked Questions that are laid out to assist you with your K2 Awards & Apparel shopping experience! 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

  • 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 details.

  • 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 certainly work with you to get you what you need. Please contact us via email at or 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 product 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.

  • 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?

    Sales tax laws are constantly changing. Based on recent tax laws, we are required to collect sales tax in a certain number of states and this list is constantly growing.  If you live in a state that we are required to collect sales tax in you will be charged at at checkout.  If you are a school, non-profit, or government organization with a tax-exempt status submit your tax-exempt information here or please contact to submit your exemption information and we will get your account set up as a non-tax user. 

  • How can I track my order?

    Once your order has shipped, you will receive an e-mail 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 your primary inbox.

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

    Please be sure to 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 received an order confirmation e-mail as soon as you place the order. Your order confirmation e-mail will contain all order information as well as all engraving or design parameters. Please reply to that e-mail 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.

  • 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, about 1-5 business days with Standard shipping. Custom apparel can be recieved 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. Almost every single item we sell is customizable and placing your order through the website will ensure that we have the most accurate spelling and formatting for your order.  The website will store all artwork and file uploads associated with your order. This makes referencing your files quick and easy. If you cannot place your order through the website, you may order via:

    -E-mail: Please e-mail a detailed order request to .

    -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.



  • 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 e-mail 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 directly to the website. Our qualified designers are skilled at formatting the best possible layout on our products, but if you want to see a proof before we begin printing, please request a proof in the item comments box. 

  • Will I receive a confirmation that my order was placed?

    You will receive an e-mail confirming your order within a few minutes of placing your order.  This e-mail will be sent to the e-mail associated with your account or the e-mail address supplied at check out. Please be sure to use a valid e-mail address at checkout.  Occasionally, our e-mails are filtered to your junk folder so be sure to check there if you have not received it within a few minutes.

  • How do I track my order?

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

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

    Shipping and production times can vary based on the different 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 business days at the absolute earliest with expedited shipping. 

    To get the exact delivery times and shipping rates you will need to put your items in your cart and proceed to checkout. 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. 

  • What does 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. 

  • Do you offer free shipping?

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

  • 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.

  • How much does it cost to personalize?

    The cost of personalization is included in the price of the awards. However, color printing, engraving on the back of medals, and custom apparel orders will vary based on your order.  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. On custom apparel, vinyl names are $3.00 per shirt and vinyl numbers are $2.00 per shirt.

  • 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.

  • 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 faxing 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 order awards now without engraving and get the plates after we have our winners?

    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 to 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 make one line of my personalization stand out?

    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 use special characters or a language other than English?

    Yes. The website may not accept all characters. So please enter your special characters as a .xslx, .pdf, .doc, or .docx file and let us know in the product comments box that there are special characters. 

  • Can I add my Logo?

    If a specific product allows for a logo, you will see a selection box 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 uploaded to your account, please visit your account dashboard.

    Please Note: Some trophies or smaller items do not have an upload artwork selection box because the logo will be too large.  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 e-mail with an e-mail containing your logo.  Logos on these awards may be subject to additional charges. 

  • What customize plate or plaque can I use outdoors?

    Not all of our plates and plaques are made for the outdoors. If you are looking for weatherproof options to personalize, please check out the following:

    Outdoor Plates

    Outdoor Plaques

  • 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 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.

  • 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".  This will be shown as a declined transaction, however this will allow us to view order information on our end.

  • Do you accept PayPal?


  • What mailing address do I send payment to?

    Please send your payment to:

    K2 Awards & Apparel
    4128 Jacque Street
    Richmond, VA 23230

  • Can I order additional plates for a perpetual trophy?

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

  • 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.

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

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

  • 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.

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

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

  • Do neck ribbons come free with the 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 is displayed next to the ribbon name in the drop-down selector.

  • 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.  

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

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

  • What shipping company do you use?

    We ship FedEx International.

  • How much does international shipping cost?

    In order to get you a shipping quote, you will need to e-mail your request to our sales department at A customer representative will be happy to take your information and produce a shipping quote to your location.

  • Can I pay with an international credit card?

    We cannot accept credit cards based outside of the United States. However, international orders can be 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.

  • What file type should my logo be?

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

  • 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.

  • 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.

  • Can I get my logo in color?

    Yes. Full-color logo printing is available on many of our awards and adds 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 menu.

  • What forms of payment do you accept?

    We accept all major credit cards and payments via PayPal.

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

    Discount codes can be applied while 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.

  • How does bulk discounting work?

    For awards, the bulk discount is contained to each individual product or product line. For custom 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.

  • Do I have to order a minimum?

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

  • Can you create or design my artwork?

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

  • 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).

  • Can I get an apparel sample?

    Yes. You can get a blank sample of any apparel item at a discounted price. Please contact 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.

  • How does bulk discounting work?

    For custom 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 custom apparel order overall.

  • How can I get a quote?

    For detailed quotes, please e-mail your request toour sales department at They will be happy to take your information and get you a quote.

  • 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 e-mail, please check your spam or junk e-mail folder as it may have gone there. If you still have not received it, please contact us via Live Chat or e-mail us at A representative will be happy to reset your password for you.