Guarantees & Policies

Your trust and peace of mind are important to us. Rest assured that we will create beautiful awards for you and deliver them safely and on-time in an eco-conscious manner. Our business is built on that promise to you, — guaranteed.

Our  Guarantees

For your peace of mind, we provide 4 solid guarantees to ensure that your awards will be produced professionally and delivered on-time, as promised:

On-time delivery guaranteed — or it’s free.

We assure on-time delivery, or your order's free. After all, how much are your awards worth if they arrive after your event? Order confidently—your awards reach you by your chosen date or earlier. Our reputation thrives on punctual, promised deliveries, no excuses. We ensure your awards arrive ahead of your demand.

Safe delivery guaranteed — or we’ll replace it.

Don't worry about damage in transit because we guarantee secure delivery for all orders. With 25 years of packing and shipping expertise, our breakage rate is less than 0.1%! If your order is packed by and shipped directly from Eclipse Awards, we confidently ensure safe delivery and will replace any pieces damaged in transit.

Accuracy guaranteed — or we’ll remake it. 

Your approved artwork will be exactly the same as the artwork on your awards, or we'll replace them at no charge. Our processes and our attention to details set us apart. Every order includes professional graphic design and digital artwork proofs for your review and approval, preventing any errors BEFORE production.

Green guarantee — every order is earth friendly

At Eclipse Awards, sustainability is a priority, not an afterthought. All of our awards and trophies use eco-friendly materials like wood and glass — avoiding plastics, acrylics and toxins. Eclipse Awards is 100% powered by green energy, including rooftop solar panels. We're carbon neutral and plant 2 trees per award.

Policies & Procedures

Creating your awards is serious business, but it’s also enjoyable and fun! Our goal is to provide you with a 5-star experience, so we’ve implemented the following policies and procedures to ensure we're all on the same page:

Dedicated Service & Support

When you place an order, you receive a dedicated customer service representative and graphic designer who are responsible for overseeing your project from start to finish. Both will be familiar with the details of your order and can be reached by phone or email.

We plant two trees for every award you order

To help restore habitats and ecosystems, we are committed to planting 2 trees for every award, trophy and plaque that we produce. The mangrove trees we plant help to sequester carbon, restore habitats, support biodiversity, and create employment in rural and impoverished communities. As of April 2023 we’ve helped plant over 60,000 trees - that’s roughly 6 hectares or the equivalent of 6 football fields!

Free Logo Vectorization

It can be difficult to track down your logo in a vector file, especially if you are in a rush or don’t know who to ask. So to make it easier for you, send us any logo file that you have and we'll vectorize it for you! Note that it takes 24 hours to vectorize a logo file, so your artwork proof will come one day later. If you wish to order a copy of your vectorized logo, the cost is $75 per logo file.

No setup charges or hidden fees

Nobody likes setup charges or hidden fees, so we don’t have them! Order any of the awards and trophies in our House Collection and there are no setup charges. Our all-inclusive pricing that includes professional graphic design, artwork proofs, and unlimited design revisions at no charge until you approve your artwork. Any options you choose to add are clearly indicated, so there are no surprises and you can order with confidence.

No minimum orders

With no minimums, you can order 1 award and you will receive the same quality, service, and guarantees as someone that orders 100 awards. We’re here to help you recognize the special people in your world!

Artwork proofs & Artwork approvals

You will receive a pre-production artwork proof with every order and we will not start producing your order until we have received your artwork approval. The artwork proof is our last defence against errors, so it’s important to review your proofs closely, while also in a timely manner. We make every effort to ensure your artwork proof is accurate, however you are ultimately responsible for what is approved in the artwork, so be sure to review your artwork proof carefully. We guarantee that we will produce the exact artwork that you approve in your proofs.

Note that once you approve your artwork proof, no further design changes are possible because we start production immediately.

Errors and Courtesy Discounts

In the event that an error is not caught during the artwork approval process, we offer a 20% courtesy discount on the list price of any pieces from our House Collection that need to be replaced or redone. We will expedite any replacements as quickly as possible though regular shipping charges will apply.

Courtesy discounts are not available for original concept awards.

Payment Options

For first time clients we require full payment by E-transfer, ACH transfer, or credit card. Returning clients can request to be invoiced. We can accept a variety of payments depending on your location and currency.

We send you your invoice once you have approved your artwork because at that point your details have been finalized. We send you payment instructions with your invoice so that you can choose your payment method.

Canadian clients paying in CAD funds, we accept the following, in order of preference:

E-transfer (preferred) - send to accounts@eclipseawards.com (no password needed)

EFT / CAD Wire Transfer - instructions will be provided with your invoice

Cheques - make payable to Eclipse Awards 

Credit Card - we accept all major credit cards for payments up to $5000

US and International clients paying in USD funds, we accept the following, in order of preference:

ACH Payment (preferred) - instructions will be provided with your invoice

USD Wire Transfer - instructions will be provided with your invoice

Check - make payable to Eclipse Awards. Note USPS may take up to 6 weeks to deliver

Credit Card - for payments up to $5000, we accept all major credit cards

Order Deposits

As all orders are personalized, we request a 60% non-refundable deposit on orders over $5000.

For international orders beyond Canada and the US, we require 100% prepayment before we can ship your order.

Returns or damage in transit

As all awards and trophies are permanently personalized, we do not offer any returns or refunds and all sales are final.

However, if there is damage in transit on shipments directly from Eclipse Awards, or any defects in quality or workmanship, we will replace those pieces at our expense.

Any damage in transit must be reported within 3 days of delivery, accompanied by photos where possible.

Note that we only cover shipments that originate directly from Eclipse Awards, we do not cover any damage on shipments that have been repacked or reshipped.

Order Cancellations

If you need to cancel any pieces of your order once it is underway, the following charges will apply:

  • Items canceled before artwork proofs have been provided: $30 / piece
  • Items canceled after artwork provided, but before artwork has been approved: $50 / piece
  • Items canceled after artwork has been approved: 80% of quoted price / piece

Non-stock special order items and Original Concept Custom Awards projects cannot be canceled once confirmed.

Order Additions

Should you wish to add pieces to your order, we will do our best to accommodate your request at any stage. To consolidate shipping with the main order and guarantee the same delivery date, rush charges will be applied at a 50% discount. Quantity discounts will be extended to order additions, if they are produced at the same time.

Confidentiality & Privacy Policy

If you have any further questions that aren’t answered here, please contact us directly at info@eclipseawards.com.