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Reliability. Integrity. Confidence.

Guarantees
& Policies

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Trust and peace of mind are important currencies. Rest assured, we will deliver your awards safely and on-time, guaranteed. Our business is built on that promise to you.

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Our Guarantees

For your peace of mind, we provide 3 solid guarantees to ensure that your
awards will be produced professionally and delivered on-time, as promised:

1. On-Time Delivery Guaranteed - or it’s free.

We’ve established our reputation by delivering your awards on-time, as promised, every time. We do whatever it takes to ensure that your order is delivered to you by the end of day on your requested date, or sooner. In fact, we guarantee on-time delivery or your order is free. We don't point fingers or make excuses, we simply take responsibility and ensure that your awards are delivered where you need them, when you need them. After all, how much are your awards worth if they arrive after your event?

2. Safe Delivery Guaranteed - or we’ll replace it.

Worried about damage in transit? Rest assured that your awards will arrive safely and intact because we confidently guarantee safe delivery on all orders. With over 20 years of experience in packing and shipping, our breakage rate is less than 0.3%! If your order is packed by and shipped directly from Eclipse Awards, we will ensure safe delivery and replace any damaged pieces at our expense.

3. Accuracy Guaranteed - or we’ll remake it.

Our processes and our attention to details set us apart from competitors. Your order will include professional design and digital artwork proofs for your review and approval, which means we perfect your design and eliminate any errors, before producing your order.

We promise to deliver awards that are exactly the same as the artwork proofs you approve, or we’ll replace them at no charge. That is our Accuracy Guarantee!

Policies and Procedures

Creating your awards is serious business, but it should also be enjoyable and fun! We’ve implemented the following policies and procedures to ensure we're all on the same page, and provide you with a great experience at Eclipse Awards:

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. They will be familiar with the details of your order and can be reached anytime by phone or email.

Order Deposits

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

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

Order Cancellations

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

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

Non-stock special order items and Original Concept Custom Awards projects cannot be cancelled 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.