FAQs

Store Hours:

- Monday - Friday: 8:30am-6:00pm

- Saturday: 9am-2pm

- Sunday: Closed

Our Customer Service team is available from 8:30am – 6pm M-F and 9am-2pm on Saturday to answer all calls. Contact us by phone at 210-344-3777 or you can reach us by email at sales@mtsawards.com 

Standard turnaround time is 2-3 Business days. Large order may require additional time. Some special order items, such as bronze castings and promotional products, will require additional time. A delivery date will be confirmed with each order. Please be sure to inform us of any specific requirements.

Rush service is available on most items. Ask your sales representative about production times.

Our showroom is located at 16227 San Pedro Ave (281 and Thousand Oaks), San Antonio, TX 78232

Yes! Whether you need it delivered "down the street" or across the US, we'll be able to accommodate. We will ship your order via UPS Ground unless otherwise instructed. Expedited shipping is also available upon request. There will be a shipping charge assessed and we will add the cost of the freight to your invoice.

Yes. Using our creative resources, we can design and execute an award that will be unique to your organization. We maintain a complete art department, as one of the important services offered to our customers. Custom awards are a large part of our business. Let us turn your concepts into reality. Challenge us by contacting us today!

Yes, most of our items allow for quantity discounts.

Yes, we can take item details and check stock for you over the phone, but we prefer that you e-mail the engraving copy for the awards to prevent any misspellings taken over the phone.

For accounts with established credit we can invoice you for the awards. For new or COD accounts we accept American Express, Master Card, Visa and Discover. Or, you can come in the store and pay by cash.

If your order was damaged in shipping, it is VERY IMPORTANT that you retain all packaging and wrapping materials for UPS or FedEx inspection. Please contact us within 5 business days of receipt.

In the event of an engraving error we will refer to your approved proof. If it is determined the error is Monarchs' fault, we will replace the item at no charge. If the engraving error matches the proof, we will offer a discount on a replacement piece.

• Customer Owned Items

Monarch Trophy Studio has been personalizing customer items for over 50 years. This includes laser engraving, traditional engraving, sandblasting, UV printing, embroidery and mounting of items not from our store. We will do all that we can to do the best job possible for our customers. Monarch Trophy Studio will not accept responsibility or provide reimbursement for any engraving errors (even if it’s our own), loss of, or damage to customer owned products. This includes scratches, flaws, tears, chipping, placement issues and misspellings. Because the items were not purchased at our store, we
cannot guarantee how the material, dye or plating will react to our process.

No product may be returned without the prior approval from our customer service department. Because of the highly personalized nature of the awards products, only items received incorrect are eligible for refund consideration. Most of our products are not reusable after they have been engraved, though in some cases, an engraving plate can be replaced in order to utilize the award for a different occasion or recipient. Please contact us to discuss this on a case-by-case basis.