Coronavirus (COVID-19) FAQs
Are you still open and delivering orders?
Yes, we’re open and taking online orders at our website for both delivery and a socially distanced "Click & Collect" service. We can also take email & telephone enquiries for orders that can't be completed online.
Our showroom is again open to visitors, but on on a timed, appointment only basis in order to maintain social distancing in what is a small indoor area.
Appointment times are 9.30am to 4.00pm Monday to Thursday & 9.30am to 3.00pm on Fridays, excluding UK national holidays. To make an appointment, please call us on 0115 981 5300 or email us at email@example.com
Face coverings are compulsory for visitors at all times when on TrophyMaster premises (unfortunately we do not provide masks for visitor use) and you will be asked to sanitise your hands on entry.
When on site, visitor access is only allowed to the TrophyMaster showroom. Other areas of our premises including our washrooms and toilet facilities are "off-limits" to visitors.
To remain Covid secure, TrophyMaster is not taking on-site cash payments, or payments by cheque for the forseeable future. We do however accept most major debit / credit cards and payments by PayPal.
If you are showing any Coronavirus symptoms, please do not come to TrophyMaster, but seek medical attention.
The main symptoms of Coronavirus are:
- A high temperature - this means you feel hot to touch on your chest or back (you do not need to measure your temperature)
- A new continuous cough - this means coughing for a lot more than one hour, or 3 or more coughing episodes in 24 hours (if you usually have a cough, it may be worse than usual).
- A loss or change to your sense of smell or taste - this means you've noticed that you can't smell or taste anything, or things smell or taste different from normal
Are delivery timescales currently affected?
At the moment, we're taking a little longer to process orders. You can expect your order to be available to collect or be despatched from TrophyMaster within 7 working days (excluding weekends and national holidays).
Please note: The COVID-19 pandemic has resulted in an unprecedented growth in online purchasing and use of carrier / mail delivery services. This is having an impact on the efficiency of all our delivery partners and we do expect some postal and carrier delivery delays in the coming weeks, which is outside of our control. Whilst we'll always do our best for you, we do ask for your patience at this very busy time for the delivery companies.
Even in these difficult circumstances we’re still trying to meet customer requests, so in the relevant 2 sections of the checkout, if you have a fixed deadline for your presentation please let us know the date, together with any special instructions.
Our customer support team remains active, responding to orders and emails, but it's sometimes hard to respond as quickly as we would in pre-Covid-19 times.
We have expanded on the already high standards of hygiene within our warehouse and work facilities and are carrying out extra cleaning in areas where supplies enter our warehouse and where your parcels are collected by carriers, together with all other areas where manual handling of our products is needed.
Can you deliver to someone else?
Whether you are holding a virtual end of season presentation, online family quiz or want to say thank you with a trophy or gift, we'll package it safely and send it to the recipients door. At the checkout, just tell us the delivery address for the parcel and we’ll handle that for you.
Can my order be left in a safe place, even if I’m supposed to sign for it?
our delivery partners DPD and Royal Mail understand that our customers want to limit their contact with people that are not members of their household, including delivery drivers and postal workers. Wherever possible, your parcel can be left in a safe place of your choice.
Collection from TrophyMaster
We do offer a "click and collect" service from our West Bridgford premises and have a COVID-19 order collection system that observes social distancing guidelines..
Collection Times: 9.30am to 4.30pm Monday to Thursday; 9.30am to 3.00pm Friday.
Free Customer Car Parking is available - Our rear car park is accessed from Welbeck Road. For satnav directions, please use post code NG2 7QW