Frequently Asked Questions

  • How much does shipping cost?  All shipping is based on weight of package and distance of destination from our facility.

  • Is there a minimum order?  There is no minimum order for most catalogue items. Minimums may apply for customized ribbons, pins and medallions.

  • What is the normal delivery time?  Trophies: For smaller orders 7-10 days is standard. With larger orders the delivery time is 1-2 weeks.  Apparel & Promotional Items: Delivery time is 2 - 3 weeks.  Custom Medallions:  4 to 8 weeks.

  • Do you carry items in stock?  We do carry some inventory but due to the vast array of products available, items usually have to be ordered with standard shipping of 3-5 days.

  • Do you do rush trophy and engraving orders?  48 hour turnaround may be available for engraving and for in stock items. This may not be possible during our peak season (March-June). Same day service is usually not possible.

  • Can you put our logo on trophy, apparel and promotional items?  We have a number of different methods for incorporating your logo. We can engrave your trophies, medals, plaques and promotional products. We offer a full range of engraving from traditional hand engraving, primarily used for giftware items, to the latest computerized methods as well as sublimation.

  • Do you provide artwork service?  Yes, we have an in house artist who can turn your basic concept into a professionally designed logo.

  • If I have an issue with my order, what should I do?  Please contact our Customer Service Department at 1-866-787-3483. Please have your order number or email address associated with your account available.

ORDER QUESTIONS

  • What payment methods does Five Star Awards accept?  We accept Visa, MasterCard, American Express, PayPal, Money order and P.O.'s (from public and private schools only, We reserve the right to refuse any purchase order.).International orders must have a Canadian based credit card.

  • How do i know my payments are secure?  The security of your personal information is important to us. When you enter sensitive information (such as credit card number) on our order forms, we encrypt the transmission of that information using secure socket layer technology (SSL).  We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it. No method of transmission over the Internet, or method of electronic storage, is 100% secure, however. Therefore, we cannot guarantee its absolute security.

  • Why was my credit/debit card declined?  A credit or debit card may be declined for many reasons, the most common reasons are: Incorrect billing address, Incorrect card number, Incorrect expiration date or a daily spending limit. We are not provided the reason for the decline. We recommend calling your credit card company to discuss.

ARTWORK

  • For logos what is considered acceptable artwork?  All of our products are created using a process requiring high resolution graphics; for that reason, we have certain specifications for the artwork.

 Ideal artwork:

-Adobe Illustrator CS5 or lower (.ai)

-CorelDraw X6 or Lower (.cdr)

-Portable Document Format (.pdf)

-Encapsulated PostScript (.EPS)

Usable artwork:

-High Resolution Bitmaps (.jpg, png, .tif, .gif) no lower than 300dpi can be used for pictures and certain full color processes.

Unusable Artwork: 

-Logos copied from websites or search engines images, logos embedded in Microsoft Word, PowerPoint or Publisher documents. You cannot save a Bitmap as an EPS or any vector graphic, once a Bitmap graphic, always a Bitmap graphic.

 

PRODUCT INFORMATION

  • What is resin?  Resin is a material made by combining synthetic substances which can be molded and then hardened.

  • What is diecast?  Die casting is a process that is characterized by forcing molten metal under high pressure into a mold to create a desired shape.

  • What is a column?  A column is the decorative tube that connects the trophy base to the trophy figure on most traditional trophies.

  • Why are there lines running through my marble base?  The lines running through a marble base are called veins. They are a natural part of a piece of marble. Each one is unique and will have different and varying amount of these decorative veins