Delivery and help with physical items.
Physical items are produced under an agreed quote and approved proof. Check the product name, brand, model or version, award year, quantity and destination before approval. The order identifies the estimated production and delivery schedule and the conditions for starting work.
A quote request does not reserve production or establish a shipping date.
Delivery information
Provide a complete, deliverable address when confirming an order. Check the recipient name, address lines, postal code, country and any information required by the carrier. Tell the order service about an address change before dispatch.
The agreed order identifies the delivery method. Tracking information is supplied when available for that method. Customs charges or destination-specific arrangements, where relevant, should be reviewed with the quoted delivery terms.
Changes and cancellation
Request a change or cancellation as soon as you know it is needed. Before purchase confirmation, you may decline the quote. After confirmation, the response depends on whether proof work, production or dispatch has begun and on the conditions agreed in your order.
We explain any work already carried out, proposed additional cost or effect on timing before you authorize a change. Canceling a physical order does not cancel your award or free digital benefits.
Damaged or incorrect items
Use the order reference and describe the problem. Include clear photographs of the item, the affected wording or printing, and the packaging where relevant. Compare an inscription error with the approved proof so its source can be established.
Keep the item and packaging until you receive instructions. The order service assesses the issue and confirms the appropriate correction, replacement, refund or other remedy under the agreed terms.
Missing delivery
Check the dispatch notice and tracking information first. If the item has not arrived or the tracking is inconsistent, contact the order service with the reference and the delivery address used for that order. Do not submit a second award application to resolve a shipping issue.
Returns and remedies
The treatment of a return depends on the item and the issue. A production error, damage in transit and a change of preference are different circumstances. Personalized items may require different handling from an item that can be returned unchanged; the quote and order terms explain the applicable conditions before purchase.
Order terms do not remove any rights that apply under law. Do not send an item back without the return instructions and address supplied for your case.
Contact fulfillment
Open your private order record for quote, proof, dispatch and support information. If you cannot access it, use the contact form and choose “Physical items or an existing order.” Include the order reference and contact email, but not payment card information or a sign-in link.