FREQUENTLY ASKED QUESTIONS
ABOUT US
Q: Where are you located?
A: Regents Park, Brisbane. We conduct our operations from a residential property.
Q: What are the business hours?
A: Our business hours vary. If in doubt, send us a query via our website, and we’ll let you know of our availability.
Q: Do you deliver?
A: Yes, we can deliver in Brisbane, preferably on the south side. Customers can also come to the premises to collect finished products.
Q: Do you offer refunds or a money back guarantee?
A: Refunds would only be given under irreparable circumstances. If there is an issue or errors with an order, Impact Axis will endeavour to first rectify the problem. A most common cause for refunds would be if we could not obtain the necessary materials for an order to be processed. Otherwise, money back guarantees can be exploited, and Impact Axis protects the time it invests and the materials involved in orders.
Q: I have a damaged or worn trophy, can it be fixed?
A: In most cases, trophies can be fixed and rejuvenated. Depending on the circumstances, new components might need to be ordered to replace worn or broken parts. Impact Axis offers a restoration service to trophies, medallions, and perpetuals.
PLACING AN ORDER
Q: I have always placed my orders with engraving services via email or phone. Do I have to use the website to order now?
A: We prefer that customers use the website. But if you are not comfortable applying via the website, then please use a method that you are familiar with.
Q: How do I know what to put on the order and how to set it out?
A: We have a Style Guide on the Order page, which help customers submit their wording and prevent errors.
Q: Can I purchase directly from the website?
A: We have an ecommerce infrastructure in place, and plan to incorporate an in-depth ordering system later. Stay tuned.
Q: When do I need to pay for my order, and how?
A: Initially, the ordering system for the website is for the purposes of quotes. This means that Impact Axis will research the necessary components for your order, estimate labour costs, and then quote you via phone or email. As for payment, we accept cash and bank transfers initially, and later, Paypal and eftpos as well.
Q: Do you offer postage?
A: For our trophy orders, normally we do not, but if you live outside of Brisbane we might be able to provide postage under certain circumstances.
OUR PRODUCTS
Q: What types of trophies do you offer?
A: We can provide you any trophy that local suppliers have in stock. We also do custom acrylic and wood trophies.
Q: How long does it take to process an order?
A: This question is open-ended, and depending on what we are making and how many we are making, the turnaround time will vary. As an example; an order consisting of 20 trophies and 40 medallions would not take longer than a two days (given that supplies are available and prompt to acquire). Alternatively, perpetuals and name plates can be processed in that same day, but custom acrylic trophies can take one standard day per ten quantity (not including the concept stage and vector design).
Q: Do you keep trophy stock on hand?
A: At present, we do not.
Q: I see you also engrave novelty products. What can you do for me?
A: The best way to approach this is to enquire with us. Tell us what you need, and we’ll evaluate how best to approach your need. Just keep in mind, metals and surfaces that are too tough to cut with a knife cannot be engraved with a laser. We cannot engrave music records either, and certain other prohibited materials.
Q: I would prefer to source my own trophies, and bring them to Impact Axis to be engraved.
A: You are quite welcome to do this.
Q: Are your supplies local?
A: Many of our trophy components are sourced locally, whilst other materials are sourced nationally and internationally.
Q: I have a graphic I would like engraved. Can it be done?
A: The likely answer is yes. We have a vector designer and graphic artist in the company, and these types of images are commonplace at Impact Axis.
Q: I need some engraving with fine detail.
A: Impact Axis uses laser engravers that can go as far as 1000 dpi. Forget CNC Routers, as laser engraving cannot be beaten for vector fidelity.
MISCELLANEOUS
Q: Can I get job with Impact Axis?
A: Presently, we are a small operation and have the necessary roster of skills. We will advertise on our website and through social media should we need additional staff.
Q: I run a business that could benefit from cross exposure. Do you have an affiliate program?
A: We are always looking for opportunities to add to our network, but you should first contact us and introduce yourself.
Q: From the information you collect from orders, do you directly market to clients?
A: Yes we do. Should you not wish to be added to our database, please let us know, or alternatively, click ‘unsubscribe’ to any promotional emails you receive from us.
This style guide is to assist you with setting out wording when submitting an order. It is to prevent confusion and errors, and also to ensure that your order is processed as promptly as possible.
WHAT WE NEED WHEN YOU SUBMIT AN ORDER
– All relevant information relating to the awardees. This includes names, event/division/season, and achievements.
– If there are logos to be included, it must be specified on the order.
– If you desire a specific layout, then a sample must be given. This sample will show what the trophy plate or medallion will look like, word for word, line for line. Otherwise, we’ll use our default style system based on the information provided.
THESE ARE EXAMPLES OF CORRECTLY FORMATTED SUBMISSIONS.
FOR SINGLE SUBMISSIONS:
(EXAMPLE)
IMPACT AXIS
STYLE GUIDE EVENT
2017
AWARDEE NAME
WINNER
OR MULTIPLE NAME SUBMISSIONS:
(EXAMPLE)
IMPACT AXIS
STYLE GUIDE EVENT
2017
AWARDEE NAME 01
WINNER
AWARDEE NAME 02
RUNNER UP
AWARDEE NAME 03
THIRD PLACE
WHAT WE DO NOT WANT
– Information that is scattered. This means that an awardee and their event/division/season, as well as their achievement, should be grouped together. Otherwise, Impact Axis has to spend time re-compiling fragmented information, meaning that errors and delays can occur.
– Excel spreadsheets are generally frowned upon. If you have no other option but to submit an excel spreadsheet, then we need the information to be concise, legible, and relevant. We don’t want to see administrative that do not relate to the submission wording.
THESE ARE EXAMPLES OF POORLY SUBMITTED INFORMATION.
AWARDEE NAME 01
AWARDEE NAME 02
AWARDEE NAME 03
WINNER, ETC
AWARDEE NAME 01, AWARDEE NAME 02, AWARDEE NAME 03, WINNER, RUNNER UP, THIRD PLACE
If in doubt, please feel free to contact Impact Axis for help in setting out your information in a legible form that we can read.
