Order Accuracy and Proofs
Any spelling errors on the customer’s part are the responsibility of the customer. We can only personalize what we are asked to personalize and as a general policy we do not provide a proof, or spell check text submitted by a customer as there are valid reasons to mis-spell certain words.

Upon request, orders will be submitted to the customer as a proof via PDF or other image format through e-mail. In that case, the customer must sign off on the proof before any personalization will be performed. Please ensure you return the proof to us as quickly as possible to avoid unnecessary delays.

Returns/Refunds
All orders are produced on a custom basis. Each award is designed, assembled and personalized for the order. As a result, the personalized portion of any good is not refundable. Often, items are ordered based on the specific needs of the customer and are not regularly stocked by Randall Trophies, LLC. As a result, any factory ordered items are not refundable.

If there is an error on the personalization on our part, you may request a return merchandise authorization (RMA) to return the item within 15 days after the date your order was delivered or received and we will make any corrections at our expense with the same or similar item, based on availability. If a return is authorized you will be issued a return merchandise authorization. The RMA number must appear on the outside of the package being shipped back. Shipments received without an RMA will not be accepted by our shipping department and will be returned unopened to the sender.

Randall Trophies, LLC will provide a refund on any non-personalized, non-factory ordered good returned within 15 days of the sale. These goods will be subject to a 15% restocking fee.

Any returns accepted by our company that do not follow the above procedure are subject to a 25% restocking fee. Any shipping charges assessed are non-refundable. The restocking fee and shipping charges will be deducted from the credit issued back to credit cards and/or any check refunds that are issued as a result of the return, before the credit is issued. The amount of the credit will be less the restocking fee and applicable shipping charges.

Deposits and Payment on Orders
All online orders must be paid in full prior to us filling the order and all in person orders must be paid for at the time of pick up. If you have elected check payment option on your order, we will begin processing your order after we receive the full payment for the order. Alternative payment methods available for immediate processing of your order include Visa, Mastercard, American Express and Discover Card Payments. An order is not accepted unless you receive an order acknowledgement from us through e-mail.

Returned Checks/Disputed Credit Card Transactions
There is a $35.00 returned check service charge, and/or allowable collection and payment fees as allowed by civil code. We do not accept a personal check to replace a check that has been returned. If a check is returned, the face value of the check, plus the $35.00 returned check fee may be paid by cash or credit card.

There is a $35.00 late payment fee for disputed credit card transactions that will be assessed for all disputed card transactions wherby a customer has not contacted us prior to contacting your bank. If there is an error on a transactions, you should always contact the merchant first as we can resolve the issue quickly, and without the hassle of a dispute. In addition, finance charges at the rate of 1.5% per month will be assessed on all disputed credit card transaction until payment is received in full.

Pricing Changes
We reserve the right to modify the pricing provided with or without notice. We make every effort to ensure our pricing listed in our online catalog is accurate and a pricing change would only occur in the case where a pricing error is discovered on a product or a vendor has made a pricing change before your order has been processed. You will be notified of the pricing change and have the opportunity to cancel your order should this occur.

Rush Orders
Please allow for at least two weeks from the time you place your order to take receipt of your order. This gives our staff enough time to add your project into production, obtain the required raw materials, provide a proof if requested, and ship your product, if applicable. In many cases, we may be able to produce products with less than two weeks notice. However, a rush fee of $25 or 15% of the total order, whichever is greater, will be assessed. The customer will also be responsible for any expedited shipping expenses incurred to bring in merchandise in or to ship out the finished goods to meet the deadline

Credit Terms
By default, no customers are extended credit terms. Randall Trophies, LLC will extend terms at its sole discretion to customers upon request. All credit terms will be established for 30 or 45 days and customers must remit payment within the scheduled terms window. If a customer defaults on their account, they will be subject to a 5% interest rate, compounded monthly. Further, an account in default may not charge to their account until the amount due is paid in full. Randall Trophies, LLC will continue to produce products for an account in default, but that customer will be treated as a customer without credit terms and payment must be made at the time of pick-up.

Tax Exemption
The Commonwealth of Massachusetts has stringent requirements in order for Randall Trophies, LLC to not collect sales tax from a customer. Per the Department of Revenue, a customer must provide a copy of the Form ST-2 Certificate of Exemption and Form ST-5 Sales Tax Exempt Purchaser Certificate. The Form ST-2 must not be expired and the Form ST-5 may be renewed each time the Form ST-2 is renewed. Additional guidance on this regulation can be found here, scrolling down to the heading Exempt Organizations: https://www.mass.gov/guides/sales-and-use-tax#:~:text=Exempt%20organizations,-Sales%20to%20organizations&text=To%20claim%20the%20exemption%2C%20the,ST%2D2)%20issued%20by%20DOR.

By ordering your awards from our company, you agree to these terms and conditions. If you have any questions concerning these policies, please feel free to contact us.