What Happens If Something Goes Wrong With Your Order? Our Policy Explained

Choosing an award supplier can be a bit scary.

Like any another new relationship, you can't help but wonder: Will they do right by me? Are they trustworthy?

And, perhaps the biggest question, "How will they react if things go wrong?"

It’s natural to have these fears.

After all, you’re trusting someone with something important - and it’s a big deal if that something doesn’t go as planned.

At Badges And Medals, we’ve been in the awards business long enough to know that, while issues are rare, they can happen.

And when they do, the last thing you want is confusion, frustration, or silence.

That’s why we're pulling back the curtain on our policies, so you know exactly what we do when something goes wrong.

In this article, you’ll find clear answers on:

• What happens if your order is late?
• What happens if some medals arrive damaged or wrong?
• What we do if your medals don’t meet your expectations?

Got a specific concern? Click on the question above to jump straight to it.

What if my medals are late?

Your event is happening, no matter what.

And if your medals don’t arrive on time, it can feel embarrassing.

After all, what's an event without its awards?

That’s why we do everything in our power to ensure your medals arrive not just on time, but well before your event.

For example, we:

• Lock in your event date early on so we can build a solid delivery timeline.
• Build extra time into our timelines so your medals still arrive on time, even if something goes sideways.
• Do what we can in advance. If we can make your medals early or ship them out sooner, we do.
• Use couriers with a reputation for making safe, on-time deliveries.
• Track your shipment to make sure it’s moving as expected. If anything looks off, we step in fast to find out why.

However, we're also realists.

There have been instances where the postal service hasn't kept up with our enthusiasm.

If, despite our efforts, the awards arrive after your event, we're committed to making it right.

We'll offer you a discount on your bill to acknowledge the inconvenience you and your participants have suffered.

We'll also investigate exactly what went wrong, so we can stop it from happening again.

If the medals were late because of something we did, we'll improve our processes.

If the issue was with the courier, we'll hold them accountable and push for better service.

Either way, we make sure lessons are learned.

Beyond this, we'll also prioritise your future orders.

In order words, if you order with us again, we’ll take extra steps to make sure your medals arrive well before your event.

What if my medals arrive damaged or wrong?

Quality is everything to us.

That's why we check each medal is scratch-free and matches the artwork you approved - twice - before it's shipped out.

But even with all the care we put into checking and packing, things don't always end perfectly.

For example, if your medals aren't shipped with care, they can move about and rub against each other, causing scratches.

Or if the artwork you approved had a an error we missed, your medals could turn up wrong.

But you can rest assured that if something like this happens, we'll step in to make it right.

Metal medals sometimes rub against each other during shipping, causing scratches.

All we need from you is a photo of the damaged or incorrect medals to help us understand what happened and why.

Once we've got that, we'll replace the medals as quickly as we can.

We'll even rush them to you with express shipping.

(It's important to note that we’ll only replace the damaged or incorrect medals, not the full order.)

If the issue is our fault - like shipping damage or a design error on our end - we’ll re-make your medals for free.

But if the problem is on your side, like sending us the wrong design information, then the cost of the redo will be on you.

What if my medals don’t meet my expectations?

You know that feeling when you order something online and it arrives looking a bit different than you'd imagined?

Not the good kind of surprise (the feeling we're aiming for), but the kind that leaves you, well, disappointed.

We don’t want that to happen with your medals. Ever. But, sometimes, it does.

Maybe the medal is smaller than you thought it'd be, or bigger, or the finish isn’t as shiny as you expected.

Whatever the reason, we're committed to making sure it doesn't happen again.

That starts with us reaching out to you personally to understand what it was that surprised you.

For example, some customers don't realise that each of our medals is covered in an antique finish, unless they asked for something different.

This finish tones down the natural brightness of our medals, giving them a more sophisticated look.

If you'd like to see your medal before finalising your order, we can send you a sample.

We list the finish on every design, so if you know what it means, you can anticipate what the medal will look like.

But for some, the term is unfamiliar, so their medals arrived a bit less bright than they imagined. And that's disappointing.

Once we understand your concerns, we can take steps to prevent it from happening again in the future.

For example, in the past we've cleared up the terminology around our finishes, so that next time we're on the same page.

But we can also:

• Send you a sample of your medal, so you can see what it looks like in person before committing to an order.
• Share photos of the first few medals we make, so you can ensure everything is how you want it.

To be clear: we won't remake you order if it doesn't meet your expectations.

We only remake medals if something is wrong with the order itself - like if it's broken or we made an error on our end.

How common are these issues?

Honestly? These issues don’t happen often.

Of the three main issues - damaged medals, late arrivals, and medals not looking quite like you expected - delays are the most common. And that’s because, once your order leaves our hands, it’s up to the shipping carriers to get it to you on time.

What really counts, though, is that when things don’t go perfectly, nine out of ten customers stay with us.

Because they know we’ve got their back and will do whatever it takes to make things right.

Is there a question we didn't answer?

We’ve walked you through exactly what happens if something goes wrong with your order.

No vague promises, just honest, transparent answers.

Because at the end of the day, you deserve to know who you’re trusting with your awards.

We hope this gives you the confidence to move forward and place your order.

But if you still have questions, that's OK. Just fill out our contact form and we'll help you however we can.