FREQUENTLY ASKED QUESTIONS

Our delivery times are 12 to 14 working days. We ship all our parcels with Canada Post, ensuring safe and reliable delivery.

What happens if I am absent at the time of delivery?

If you are absent at the time of delivery, a delivery notice will be left and you can collect your parcel from your local post office. To guarantee the security of your order, no parcel is left at the door.

Can I track my order?

Yes, all our shipments have a tracking number, so you can follow the progress of your parcel at any time.

Unfortunately, we do not offer in-person pick-up at this time. All our orders are shipped directly to the address you specify at the time of purchase. This enables us to guarantee an efficient service and track each shipment through to delivery.

How can I get help with my delivery?

If you have any questions about delivery or need assistance with your order, please don’t hesitate to contact us and our team will be happy to help.

All our CUSTOM orders include a demo for approval, sent by e-mail within 12 to 24 working hours of receipt of payment. This allows you to visualize and approve the customization before we start production, ensuring that the final product is exactly what you want.

What information do I need to provide for the customization demo?

To receive an accurate and fast demo, please include all detailed instructions and required specifications when ordering. Be sure to clearly indicate the text, fonts, images or any other specific details you’d like to see on your engraved product.

Can I make changes to the demo?

Yes, you can request modifications to the demo. We understand the importance of customization and strive to meet your needs. Please let us know if you have any adjustments or suggestions, and we’ll work with you to ensure that the final result meets your expectations.

Are there any extra charges for customization?

Customization costs may vary according to the complexity of the request and the materials used. We will provide you with a detailed quotation for any customization before proceeding with production. We are committed to offering transparent and competitive prices for our customization services.

What if I’m not satisfied with the demo?

If you have any concerns or if the demo does not meet your expectations, please do not hesitate to contact us immediately. We’re here to help, and we’ll work with you to find a satisfactory solution. Your satisfaction is our priority, and we make sure your customized product is perfect before final production.

We do not provide quotations for orders of $500 or less. We invite you to create a basket on our site to obtain an overview of prices according to your quantities. For orders of $500 or more, we offer a personalized quotation service. Please send us a detailed e-mail with your specifications and requirements. Once your quotation has been prepared and accepted, it will be transformed into an invoice for easy online payment.

How does the quotation process work with Kiwili for large orders?

For large orders, we use Kiwili to generate detailed quotations. Once you have accepted the quote, it is automatically converted into an invoice. You can then make your payment securely and efficiently online. This method allows us to guarantee total transparency and facilitate the ordering process for our customers.

Are there any costs associated with preparing a quotation?

No, there is no charge for preparing a quotation. We’re here to help you plan and budget your project. Our goal is to provide you with all the information you need to make an informed decision about your order.

Can I modify or cancel a quote after I’ve accepted it?

Once you have accepted a quote and it has been converted into an invoice, it can be modified or cancelled until the invoice has been paid. However, please note that adjustments may be made to the price according to quantity discounts and other specific conditions agreed upon when the quotation is accepted. If you have any questions about these adjustments or anything else before accepting the quotation, please don’t hesitate to contact us. We’re here to provide you with all the information you need to make the best possible decision.

What is the validity of a quotation?

The quotations we offer are valid for a specific period, usually indicated on the quotation itself. This period is designed to allow you to plan your order based on current prices and conditions. If you have any questions about the validity of a quotation, please do not hesitate to contact us for further information.

We accept credit card payments via Stripe and PayPal. You can choose the option that suits you best during the ordering process.

Can I use PayPal to make my payment?

Yes, we accept payment via PayPal. At checkout, simply select PayPal as your payment method and follow the instructions to complete your transaction.

Are credit card payments secure?

Absolutely. We use Stripe to process credit card payments, guaranteeing a secure transaction. All credit card information is encrypted and protected.

Can I use several credit cards for a single payment?

No, it is not possible to split a payment over several credit cards. Please use only one card for each order.

Do you accept international credit cards?

Yes, we accept international credit cards via Stripe. Check with your bank that your card has been activated for international transactions.

What should I do if my payment is refused?

If your payment is declined, please check your credit card information and try again. If the problem persists, contact your bank for further details. You can also try another payment method, such as PayPal.

To place an order with Les Gravures Trofeo Expert, follow these simple steps:

  • Select your products: Browse our online store and add the products you wish to order to your basket.

  • Personalization (if applicable): If you choose personalized items such as trophies or medals, specify the personalization details during the order process.

  • Proceed to checkout: Once you’ve selected your products, proceed to checkout. We accept credit card payments via Stripe and PayPal to ensure a secure transaction.

  • Order confirmation: After you have finalized your order, you will receive an e-mail confirmation with the details of your purchase.

  • Order processing: We will start processing your order immediately. For customized items, you will receive a demo by e-mail within 12 to 24 working hours for approval before production.

  • Shipping and delivery: Once your order is ready, we’ll ship it with Canada Post. You’ll receive a tracking number to follow the progress of your parcel until it’s delivered to your door or your local post office.

We offer a 30-day satisfaction guarantee upon receipt of your order. If you receive damaged items, please contact us immediately and provide a photo so that we can resolve the situation. Please note that if you approve a demo for customization, you are responsible for any text errors included in it.

Orders not received

What should I do if I haven’t received my order on time?

We cannot be held responsible for orders not received within 12 to 14 working days. If you have not received your order within this period, please contact us so that we can check the status of your shipment and take the necessary steps to resolve the situation.

To contact us efficiently and get a quick answer, we recommend you use one of the following methods:

Email: Send us an email using our contact form on our website. Be sure to include a clear, detailed request so we can better assist you.

Telephone: For more complex queries, or if you prefer to speak directly to a member of our team, you can call us at 1 844 876-3369.

We strive to answer all your questions and requests as quickly as possible to ensure your complete satisfaction.