Customer orders:

Orders:  An order must be paid in full before production commences. This includes the proofing process. No artwork is provided without full payment due to time spent by the Trophy Gallery production team. No orders will be shipped out without receiving full payment.

Trademarks and Logos:  Any material, request or copy received by Trophy Gallery for an order by our company is accepted by Trophy Gallery as being submitted in full compliance with laws regarding copyright, trademark, service mark, patent, right of privacy or similar type protection. You and your client agree that by submitting such material or copy for our use in producing an order, these laws will not be violated. Trophy Gallery disclaims all liability for compliance with these laws. You and your client agree to hold Trophy Gallery harmless for any damages, loss and/or expenses arising under these laws as a consequence of our use of said material or other copy. 

NOTE:  Trophy Gallery reserves the right to refuse any use of images that the production team deems unacceptable for any reason.

Problems & Misprints:  We reserve the right to dispose of misprinted or defective goods at our discretion. The customer has the first right of refusal. (may end up circulated). 

If you receive your order and the spelling error or an issue was detected after the proofing process Trophy Gallery will replace the item if the issue occurred due to Trophy Gallery error. 

Proofs: We send a proof with artwork layout to the email provided with your order if specified to do so. We will not proceed with any engraving/personalization without artwork approval. If we do not receive an answer, we will send multiple attempts for a proof. Our customer service team will attempt to contact you by phone/text if the email attempts remain unsuccessful. We do not ship or engrave items until we have the approval. Trophy Gallery is not responsible for additional fees incurred for shipping due to unsuccessful attempts at receiving artwork approval.

The customer is provided with three changes at no additional cost. If additional changes are needed due to customer requests a $15 fee will be applied per change request.

All proofs are property of Trophy Gallery, created by Trophy Gallery, and to only be used by Trophy Gallery. 

A proof will only be sent if an order is placed and paid in full.

Special Instructions: It is important that any special instructions be clearly outlined on your order. If specific requirements are not indicated (size, positioning, layout), we will reach out in regards to getting the instructions. We are not liable for any missed due dates as all production times are calculated from the point of sale.

Production Time:  Subject to seasonal demands (usually 2-3 weeks). All production times are calculated from the point of sale to receiving your order at your door. Delays in proof approval may affect your arrival date. Trophy Gallery has the most diverse product line in the industry and stocks considerable quantities of most of the items listed, however, production may be affected by demand and availability of product. 

NOTE:  Some products on the Trophy Gallery website may not be available. However, our sales team will work closely with you to provide you with the best option to make sure you get your order in a timely manner.

Customer Product: When a customer provides their own product, Trophy Gallery accepts no responsibility as to the structure of the glass, effects, imperfections, irregular breakage, or in the quality of the end product as a result of the decorating procedure. Trophy Gallery is also not responsible for concealed damages or breakage contained in glassware shipped to Trophy Gallery for decoration. Breakage claims should be filed with carriers. We are not responsible for shortages of products submitted for contract decorating. 

Online Promotions: Online promotions/discounts are not applicable to in store orders. 

Drop Ship Orders: Depending on magnitude & logistics your order may be drop shipped from an alternate Canadian location. 

Custom Orders:  Trophy Gallery will provide a custom order quote to anyone who inquires. However, specific criteria must be met in order to proceed with a custom order quote/estimate. No artwork is completed without full payment for the order. No discounts will be applied for any reason to a custom order. 

Payment:

Online: Payment is accepted by Stripe this includes AMEX, Mastercard, Visa as well Applepay and Paypal.

In store:  Payment is accepted by choosing Paypal or Credit Card from the invoice for your order or by sending etransfer to sales@trophygallery.ca.  The customer can also visit us in person by stopping by 4616 44 Street where a team member can process payment by accepting Cash, Cheque, Credit Card & Debit Card.

NOTE:  Trophy Gallery does not offer charge accounts.  Payment must be made in order to proceed with the order.  A PO# is also acceptable.

OVER THE PHONE PAYMENTS WILL NOT BE ACCEPTED.  This policy is for your safety and ours.

We do not engrave homophobic, racist, offensive, or disrespectful language.

Trophy Gallery reserves the right to refuse service. This includes cancelling or denying an order if the engraving message is offensive.

Trophy Gallery will not tolerate bullying in any form. This includes but is not limited to phone, email, text message or in person. Our staff are our greatest strength and we will not tolerate behaviour from customers that we deem disrespectful.

PRIVACY POLICY

Privacy: Your privacy is important to us. To better protect your privacy we provide this notice explaining our online information practices and the choices you can make about the way your information is collected and used. To make this notice easy to find, we make it available on our homepage and at every point where personally identifiable information may be requested. 

The Information We Collect: This notice applies to all information collected or submitted on Trophy Gallery website. On some pages, you can order products, make requests, and register to receive materials. The types of personal information collected at these pages are: Name, Address, Email Address, Phone Number.

On some pages, you can submit information about other people. For example, if you order a gift online and want it sent directly to the recipient, you will need to submit the recipient's address. In this circumstance, the types of personal information collected are: Name, Address, Phone Number, Email Address.

The Way We Use Information: We use the information you provide about yourself when placing an order only to complete that order. We do not share this information with outside parties except to the extent necessary to complete that order. 

We use the information you provide about someone else when placing an order only to ship the product and to confirm delivery. We do not share this information with outside parties except to the extent necessary to complete that order. 

We use return email addresses to answer the email we receive. Such addresses are not used for any other purpose and are not shared with outside parties. 

Finally, we never use or share the personally identifiable information provided to us online in ways unrelated to the ones described above without also providing you an opportunity to opt-out or otherwise prohibit such unrelated uses. 

Our Commitment To Data Security: To prevent unauthorized access, maintain data accuracy, and ensure the correct use of information, we have put in place appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect online. 

Our Commitment To Children's Privacy:  Protecting the privacy of the very young is especially important. For that reason, we never collect or maintain information at our website from those we actually know are under 13, and no part of our website is structured to attract anyone under 13. 

How You Can Access Or Correct Your Information:  You can access all your personally identifiable information that we collect online and maintain by logging in and clicking on my account in the above menu. We use this procedure to better safeguard your information. 

How To Contact Us: Should you have other questions or concerns about these privacy policies, please send us an email at sales@trophygallery.ca 

RETURN POLICY

If you are not satisfied with any products that have not been engraved or customized, you can return them within 72 hours of receiving the shipment.

Trophy Gallery does not provide shipping labels for returned items. It is your responsibility to return purchases in perfect condition in original boxes and packaging. Please ensure that the goods are suitably packaged to prevent damage in transit. We reserve the right to deduct the cost of replacing these items from any refund when goods are returned to us damaged (if we are not notified beforehand).  A receipt must be included with this returned item.

A restocking fee may be applicable depending on the item(s) and quantity. It is the responsibility of the customer to pay for additional charges incurred for returning items. The cost is at the discretion of management.

Cancellation of Online or in store orders:  The customer is responsible for any fees incurred by cancelling an order within the first 24 hours of placing the order.

If you are unhappy with the outcome of your order it is not the responsibility of Trophy Gallery to replace the item. Your right to return or cancel goods to us does not apply to any items that have been engraved/customized.