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Frequently Asked Questions
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Frequently Asked Questions |
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Why Order from Dinn Bros.? |
How
many years have you been in business?
Dinn Bros. was founded in 1956 by Bill & Paul Dinn.
Through hard work, a commitment to quality products, & exceptional
customer service, Dinn Bros. has grown into the leading
trophy & awards company in America.
What are your principles of doing business?
Dinn Bros.' main goal has always been to prove to our
customers that the Dinn Bros. name stands for quality
products at a reasonable price & friendly, helpful
customer service.
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How
May I Contact Dinn Bros.? |
How can I contact
you?
Phone 1-800-628-9657 or 1-413-750-3466
8:00am - 8:00pm EST Mon.-Fri.
9:00am - 12:00pm EST Saturdays
Fax 1-800-876-7497 or 1-413-733-4948
sales@dinntrophy.com
Customer Care Request Form
Call Request Form.
Mailing Address:
Dinn Bros., Inc.
PO Box 10420
Holyoke MA 01041-2020
Physical Street
Address:
Dinn Bros., Inc.
221 Interstate Drive
West Springfield, MA 01089
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Do
I have to pay sales tax on my order?
We charge sales tax to MA residents or for any order picked up in our MA showrooms.
We also charge CT sales tax on any order picked up in our New Haven showroom.
If you have a tax exempt certificate (& you live in either MA or CT) please
provide us with a copy along with your order (the state does require us to
obtain a copy of the actual tax exempt certificate). |
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Is
it safe to order online with DBI?
Yes, we use the latest in online security to ensure
that all of your personal information is safe. Please
read our Security & Privacy Policy for further
information.
What is a Cookie? Does your website use Cookies?
Cookies are bits of information that a website
stores on your hard drive. We use cookies to
keep items in your shopping cart. For example,
if you begin to place an order by adding a few
items to the shopping cart, then return to our
site a few days later to complete the order,
all of your previously entered information will
still be in the shopping cart. If you have your
Cookies shut off or if you are using a computer
with a firewall, you may not be able to order
from our website. Please check the preferences
on your browser to make sure you have your cookies
enabled or try to place your order on a computer
that is not using a firewall.
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Do
you ship to overseas military addresses?
Yes, we will gladly ship to APO/FPO addresses.
What shipping methods do you use?
We ship via Priority Mail (USPS). Upon request, we
will ship via Express Mail if it is available to
your location.
What is the cost of shipping to APO/FPO addresses?
Priority Mail shipping charges will be 20% of the order total.
For an order shipping via Express Mail to an APO/FPO
address, please use the Next Day Air price chart
for an approximate shipping cost (Express Mail shipping
charges may vary slightly from the prices shown on
our Air Shipping price chart).
When will I Have My order?
After the order leaves our headquarters, Priority
Mail takes about 7-14 days to reach most APO/FPO
locations. After the order leaves our headquarters,
Express Mail takes about 3-4 days to reach most APO/FPO
locations (if Express Mail is available in your area). |
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Do
you ship to Canada?
Yes, we will gladly ship to Canada.
What shipping methods do you use?
We ship via UPS Standard. Upon request, we
will ship via UPS Expedited if it is available to
your location. Please refer to our shipping page for more information regarding shipping to Canada.
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How
do I place an Online Order? |
To
Order Online Follow these easy steps!
1. Select the item that you wish to order & add
it to your shopping cart.
2. Select the figure or emblem (if applicable).
3. Enter the quantity that you want to order.
4. Enter whether or not you want printing on your awards.
5. If yes, enter any printing that will be common to all of the items in the "Common
Printing Form". Click on "Printing/Engraving Help" if you need
further engraving assistance.
6. In the individual printing boxes enter any printing that differs on each
item, such as peoples' names. Then click on "Submit Printing".
7. Next choose to either continue shopping or to checkout.
8. Once you have checked out enter the appropriate billing information in Step
1.
9. Enter whether you would like your awards shipped or if you prefer to pick
them up in one of our three showrooms.
10. Enter in the shipping information in Step 3 if it is different from your
billing information.
11. Enter in the shipping and payment information.
12. Enter any certificate codes from coupons and any special instructions if
applicable.
13. Select the "Place Order" button after verifying that your order
is correct.
Can I make changes or additions to my order?
Unfortunately, due to our fast processing time, we are unable to make changes
to an order that has already been placed. This is why it is very important
to double-check your order before you send it to us. If you need to add additional
items, please place a new order for the additional items.
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Are
there other ways to place an order? |
Fax
You may fax your credit card order to us toll free at 1-800-876-7497.
If you are using an official government purchase order, please
be sure to fax a copy of the purchase order along with your
order. Our fax is available 24/7.
Phone
You may place your credit card order with one of our friendly Telephone
Sales Representatives at 1-800-628-9657. They will also be happy
to assist you with any questions you may have regarding your order.
Our Sales Dept. is open Mon.-Fri. 8:00am - 8:00pm EST, Sat. 9:00am
- 12:00pm EST.
Mail
You may mail your order to us along with a check or money order
by using the order form & envelope found in the middle of your
catalog. If you don't have a catalog, please be sure to include
all of the necessary information on a piece of paper (including
item numbers, figures or emblems needed, complete engraving, your
shipping address, date of your event, & a few ways to contact
you in case we have questions regarding your order). You may also print out our order form. Please mail
your order to:
Dinn Bros., Inc.
PO Box 10420
Holyoke MA 01041-2020 |
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Do
you have any showrooms I can visit? |
Showrooms
We have 3 showrooms where you may view our products, place an order,
and obtain a catalog:
Dinn Bros., Inc. (Main Headquarters)
221 Interstate Dr.
West Springfield, MA 01089
(413) 750-3466
hshowroom@dinntrophy.com
Dinn Bros., Inc.
125 Main St.
Suite #2
Stoneham, MA 02180
(781) 438-5570
bshowroom@dinntrophy.com
Dinn Bros., Inc.
943 State St.
New Haven, CT 06511
203-624-0189
nshowroom@dinntrophy.com
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What
if I have a question regarding my order? |
How
will I know my order was received?
When you place your order at www.dinntrophy.com you will receive
a copy of the order along with your confirmation via e-mail. This
is why it is so important to enter your e-mail address accurately
on the Dinn Bros. order form.
Will I receive a copy of my order?
Yes, you will receive a copy of the order along with your e-mail
confirmation shortly after we receive your order. |
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Will
I have my order by the date specified? |
Will
I have my order for the date specified?
We ask for the date of your event specifically to ensure your order arrives in
time for your event. If we have any concerns about your order arriving in time,
given the shipping method you have chosen, we will be sure to contact you right
away. |
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Will
my Trophies be assembled? |
Will
my trophies be assembled?
Yes, we do assemble the trophies on most of the orders that we ship. The only
exception to this rule is if our packers are worried about damage to a particular
item. Then they might not attach a figure but it is very easy for you to attach
the figure (it just screws onto the trophy). |
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Quality
Assurance/ Returns |
How
do I contact Customer Service?
Please contact our Customer Service Department at
CustomerService@dinntrophy.com or 1-800-628-3466.
Our representatives are available Mon.-Fri. 8:00am
- 5:00pm EST.
How to report damage
If you receive a damaged item, please contact
our Customer Service Department at customerservice@dinntrophy.com
or 1-800-628-3466. Our representatives are
available Mon.-Fri. 8:00am - 5:00pm EST.
Please be sure to include information about
what was damaged (the item number & the
part that needs replacing), your name & address,
your customer number, & your invoice
number. They will be happy to assist you
in replacing the damaged parts/ items.
How to return an item
If you need to return merchandise, please contact
our Customer Service Department at CustomerService@dinntrophy.com or 1-800-628-3466. Our representatives are
available Mon.-Fri. 8:00am - 5:00pm EST.
Please be sure to include information about
what needs to be returned (the item number(s),
your name & address, your customer number,
the reason for the return, & your invoice
number. Only our Customer Service Department
can authorize the acceptance of returned
merchandise.
Can I just get a new plate for my trophy?
Certainly! If you misspelled someone's name
on a plate & just need to purchase a
new plate, please contact our Sales Department
at sales@dinntrophy.com or 1-800-628-9657.
Please be sure to include information about
the plate that needs to be purchased (the
item number that the plate needs to fit on & the
proper engraving), your name & address,
your customer number, your invoice number, & your
payment information
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How much lettering will fit?
How much lettering will fit does vary depending on
what you are ordering. Our online engraving form
will only allow you to enter as much engraving as
will fit on the award you have selected. As always,
if you have any questions, please be sure to contact
us.
Can you offer lettering/wording suggestions for my
awards?
Of course! If you are not sure what you should have
printed on your awards, please be sure to check out
our "Engraving Help" or contact us at 1-800-628-9657
or sales@dinntrophy.com We look forward to hearing
from you!
What happens if I make a mistake on my engraving?
We engrave the text that is given to us. We are not
responsible for your typographical errors. Please
be sure to check your order thoroughly prior to submitting
your order.
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What is your processing time?
Dinn Bros. takes approximately 48 hours to process
an order upon receipt if all necessary information
is completed accurately along with proper payment.
Exceptions to our 48 hour
processing time:
*Custom printed ribbons take 14 days to process.
*Custom work involving logos may take additional
time for processing.
*Orders placed between May 1st & June 15th
may require additional processing time.
How long does it take to ship to my location?
Please refer to our Shipping Information Page
to see how long Ground UPS will take to reach
your location once it is shipped from our headquarters
in MA. Please keep in mind that Ground UPS shipping
is not guaranteed & may sometimes take an
additional day or two to reach some destinations.
Please refer to our Air shipping chart to see
how long Air shipping will take to reach your
location once it has been shipped from our headquarters
in MA. Please keep in mind that both Ground and Air shipping
does not deliver on Saturdays or Sundays.
Which shipping carriers do you use?
We use UPS for ground shipping & FedEx or UPS for
2-Day Air & Overnight Air. We use the US Post
Office to ship to APO/FPO addresses overseas.
What is the cost of shipping?
The cost of shipping varies depending on where
you are located, what you are ordering, & the
method of shipping that you choose. Please refer
to our Shipping Information Page for further
pricing information.
Do I have to be home when the order is delivered?
Ground UPS generally does not require a signature.
However, it is up to the driver as to whether
to leave the package if the weather or delivery
area isn't considered to be safe. Air shipments
generally do require a signature unless you already
have your signature on file with your local FedEx or UPS
delivery service. For your convenience, we will waive the signature on air shipments unless you request otherwise. Both UPS & FedEx will
leave a note if they tried to deliver a package & there
wasn't anyone there to accept the package.
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Figure
and Emblem Questions |
What figure or emblem can I have on my awards?
We have over 550 figures & over 200 emblems
to choose from! All of our figures are interchangeable
so you can put any figure you like on any of
our trophies. So if you see a trophy that you
like but it is pictured with a golfer figure,
you can have that trophy with any figure you
choose. Our emblems fit on certain trophies & plaques
that are featured with an emblem.
Will the figure be gold or silver?
The figure will be either gold or silver to match
the item you have selected. For example, if you
have selected a trophy from our Silver Series,
the figure will be silver to match the trophy.
If you have selected an item with a gold plate
or gold trim, the figure will be gold to match
the item you have selected.
How big is the figure?
Our figures vary in height depending on what
figure you select. Most of our figures are between
3 ½"and 6" tall.
Does my figure selection affect the height of
the trophy?
The heights of the trophies are estimated to
include a figure. Since the heights of the figures
vary, your trophy may be slightly taller or shorter
than quoted depending on which figure you have
selected.
Why do some figures cost extra?
Some figures are more costly than others due
to availability (some figures are more "rare" than
others), detailing (a very finely detailed figure
costs more to manufacture than a less detailed
figure), & materials (a metal figure is generally
more costly to manufacture than a nylon figure).
Do you have any other figures or emblems?
All of our figures & emblems are shown online.
If you are looking for something for a specific
type of event, please let us know & we may
be able to suggest something "generic" that
might be appropriate for your event.
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What types of camera-ready
artwork files/formats do you accept for custom
work?
Dinn Trophy is PC & MAC based using the latest versions of Illustrator, Photoshop, & Corel
Draw.
We prefer art to be emailed.
We keep art on file for future orders.
Please contact us if you have any artwork questions after reading the following:
On disk or via email we accept:
Preferred:
Adobe Illustrator 9.0 or lower- .eps, or .ai files. Please convert all text and graphics to outlines or paths.
All artwork must be color separated by layer. Please include the exact PMS number if you need an exact match.
Adobe Photoshop 5.5 or lower - .eps files or high resolution.
TIF: Only can be used if doing a 4 color process graphic.
Must be done in CMYK format. Type must still be in vector format.
The resolution or dpi should be set at least 600 dpi when creating camera ready art.
Corel Draw 9.0 or lower- with text also converted to curves.
* No GIF, JPG , CGM ,PUB, BMP, DOC OR PICT Files * ( the resolution is too low for an acceptable imprint)
* Send a laser printed proof with the disk.
If artwork is more than one color - send paper separations with the disk, and if it is full color - send a full color printout.
Note: Changing the file extension of a file not accepted to one of the above extensions does not make the file more usable. We actually need the file to be created as one of the above file types.
Please make sure to include your contact and order information in the text of the email.
If file size is large ( 1 meg or over), please compress file before emailing with either WinZip or Stuffit
All artwork (saved in PC/Mac format - all text and graphics converted to outlines) should be e-mailed to specialservices@dinntrophy.com
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What
if I have to change a figure or a plate? |
*We assemble all of our trophies. However, we are
providing this information should you ever need
to make changes or adjustments to your trophies/awards.
How to Attach Figures to Trophies:
1. Place figure / ER Riser on top of trophy
2. Turn in a clockwise direction until figure/cup/riser
is "finger" tight
3. If figure / ER Riser is not in the desirable
position, lay the trophy on its back and use a
7/16" wrench to slightly loosen the nut from
the base of the trophy
4. Advance the figure / ER Riser to the desirable
position
5. Once the figure / ER Riser is in the desirable
position, tighten the bottom nut with the wrench.
(Do not use excess force as this may damage some
of the components)
How to Attach a Base or Trim Eagle:
1. Lay the trophy on its back
2. Place the eagle in the appropriate spot on the
base
3. Put the nut in the 7/16” wrench and tighten
until eagle is affixed in the proper position.
How to Attach a Trophy Engraving Plate:
1. Peel the protective paper off the 2 sided tape
on the back of the trophy plate
2. Affix the plate to the appropriate spot on the
trophy base
3. Drag your thumb firmly across the plate to insure
the 2 sided tape adheres properly.
How to Remove a Trophy Plate Already on a Trophy:
1. Remove old plate by gently prying the corner
of the plate with a razor blade or butter knife
under the engraving plate.
2. Cautiously pry the plate completely off.
How to Attach a Trophy Imprinting Strip:
1. Each label has a white paper backing that needs
to be removed
2. With your thumb at one corner of the label,
bend it back and drag your thumb down the corner
and edge. (Do not be afraid, these strips are very
durable.)
3. This should separate the label from the paper
backing enough to get your finger nail between
the two and peel it off.
4. When attaching the trophy imprinting strip,
lay the trophy flat on its back. (Makes it easier
to line up the strip to the base.) Make sure area
is free of any dust particles.
5. Line up the bottom edge of the strip to the
bottom edge of the plate or the bottom lip on the
base.
6. Gently rub strip to the base.
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