Rack Builder questions and answers
Find direct answers about award order, product formats, saved racks, personalisation, production, delivery and support. Each answer starts with the direct answer, then the detail.
Getting started
How does Rack Builder arrange medals?
Rack Builder arranges awards using the selected jurisdiction, current published guidance and award-specific rules. Unusual or conflicting groups are flagged for manual review before production.
What information do I need before I start?
The recipient's award list or service record, clasp details, preferred product, engraving text and required date. A photograph is also needed for photo frame products.
How do I save a rack?
Save at any stage inside the builder and return when you have the remaining details. An account is needed to save a rack, and saved racks expire after 90 days.
How do I find what medals a relative was entitled to?
Apply to the Honours and Awards division of the Department of Defence, which can be done digitally. With a service number or full name, the National Archives of Australia website also lets you research a relative's service history.
Order of wear and eligibility
Do common groups confirm medal entitlement?
No. Common groups provide a starting point only. Check the recipient's service record, award documents or relevant authority before ordering.
Can I wear a relative's medals?
Yes. When commemorating a family member's service at events such as Anzac Day, wear their medals on the right chest. Medals worn on the right show they were awarded to someone else, and you should never wear someone else's medals on the left chest.
Who can purchase replica medals?
Generally, everyone. Replicas were introduced to preserve original medals and avoid family disputes over the original set. Fraudulently wearing medals is a legal offence, so relatives' medals are worn on the right chest.
Where do foreign awards sit?
Foreign awards follow the current approval and placement rules relevant to the wearer, no single rule covers every award or organisation. See the order of wear methodology.
Product formats
What is court mounting?
Court mounting attaches each medal permanently to a firm backing, so the medals sit in a neat row and move less during wear.
What is swing mounting?
Swing mounting lets the medals hang and swing freely from the mounting bar, the traditional presentation.
When are miniature medals worn?
In formal and mess dress settings where the relevant dress guidance permits them. Miniatures follow the same order of wear as the full-size set.
What are replica medals made of?
Mostly zinc alloy, electroplated after casting: nickel for silver finishes, brass with an antiqued acid treatment for bronze, and real gold plating for gold.
Are replica medals wearable or just for display?
They are wearable and often used in ceremonies, parades and commemorative events, and they also display well as keepsakes.
What fits in each case size?
Small holds up to 4 mounted medals, medium up to 6, large up to 10, and the fitted presentation case holds a full-size set, miniature set and ribbon bar together. See premium cases.
Personalisation and photos
Can you engrave replica medals?
Engraving replica medals is not recommended plating can chip. A personalised timber box or framed medal presentation with engraved plate are good options.
How many engraving lines fit on a timber box?
You have three lines to use, with up to 22 characters including spaces per line. Check spelling and capitalisation in the preview.
Which badges are available for engraving on timber boxes?
Approved Army, Navy and Air Force badges including, corps, regiment, ship, establishment, wing, squadron and unit badges are available.
Which photo file types do you accept for frames?
The photo frames are designed to fit a standard 4 x 6 photo (100mm wide x 150mm high). Upload a JPEG or PNG sized to at least 1200 pixels wide by 1800 pixels high. Avoid screenshots, compressed social media copies and images with important details close to the edge.
Will I see a proof of my frame?
The team checks image quality, crop and layout before production, and contacts you if the photograph will not display or print properly.
How long do you keep uploaded images?
Photographs are kept only as long as needed to produce and support your order.
Do frames include medals?
Yes, the frame is configured around the replica medal group you build. Customer-supplied original medals can also be framed, arranged through the support page.
Which plaque details fit my frame?
You can enter three lines of text, with each line holding 22 characters including spaces. Name, service number, rank, unit, service dates or a short dedication. Keep wording concise for clear engraving, and check the preview for spelling and line breaks.
What are the frame dimensions?
The frame dimensions depend on the medal count and layout. The chart below details the dimensions for all frame configurations.
| Format | Best for | From |
|---|---|---|
| Full-size medals | Ceremonial wear, commemorative events and display | $60.00 per medal |
| Miniature medals | Formal and mess dress settings | $45.00 per medal |
| Ribbon bars | Day wear without the full medals | $12.25 per ribbon |
| Medal frames | A permanent framed display with a plaque | $180.00 |
| Photo frames | Photograph, medals and plaque in one display | $215.00 |
| Presentation sets | Complete the package with a fitted case | $47.50 fitted case |
| Cases and boxes | Protection, storage and gifting | $33.00 |
Which glazing do you use in the frames?
Frames are glazed in clear acrylic, a lighter and safer choice than glass for wall display and transit.
Orders, delivery and changes
How long does production take?
Custom medal sets and frames take 3 to 5 weeks production. Pre-made Common Groups dispatch within 2 days. Order timing also includes review and delivery. See Shipping and returns for current lead times, dispatch and tracking.
Where do you ship to?
Rack Builder ships Australia wide from the Beard workshop in the ACT, using Australia Post and TNT Road Express. International shipping is also available; check your local import restrictions before ordering.
Can I track my shipment?
Yes. The dispatch email includes the tracking link when the selected service supports tracking.
What if my package is lost or damaged during transit?
Every order is packed for protection before dispatch. If a parcel arrives damaged, report it as soon as it arrives with photographs of the item and all packaging, and keep the packaging. If a parcel appears lost in transit, contact support and the team will chase the carrier claim.
Can I change my shipping address after placing an order?
Contact support as soon as possible. The team can update the address while the order has not yet shipped; once a parcel is dispatched the address can no longer be changed.
How much does shipping cost?
Shipping is calculated at checkout, based on where the parcel is going and how much it weighs.
Can I collect my order from the workshop?
Yes. Orders can be collected from the workshop at 8 Alumina St, Beard ACT 2620.
Do you deliver to PO boxes and parcel lockers?
Yes. Australia Post delivers to PO boxes and parcel lockers.
Can an order be sent directly to the recipient as a gift?
Yes. Add a note at checkout and the team will take care of it; the invoice is not included in the parcel.
What happens after checkout?
The order enters a review and production process. The team contacts you when an award, clasp, layout or personal detail needs clarification, and you receive order and dispatch updates by email.
Which payment methods can I use?
Visa, Mastercard, American Express, PayPal, Apple Pay and Google Pay, plus Afterpay and Zip. Payment is taken at checkout on Medals of Australia or Military Shop, depending on which store you choose when you finish your rack.
Why does checkout happen on a different website?
Rack Builder designs and prices your rack, then hands the order to one of our sister stores, Medals of Australia or Military Shop, to take payment and ship it. Both are run by the same company, BrandNet Pty Ltd, ABN 84 119 908 557. You choose the store before you check out.
Are prices in Australian dollars and do they include GST?
Yes. All prices are in Australian dollars and include GST. A tax invoice is issued with your order confirmation.
Is my payment secure?
Yes. Rack Builder never sees or stores your card details. Payment is handled at checkout by the store payment provider, and card data goes directly to them.
Can I pay in instalments?
Afterpay and Zip are available at checkout on both stores. Instalment limits and eligibility are set by Afterpay and Zip, not by us.
How do custom-order changes work?
Contact support as soon as possible. The available action depends on whether review, material preparation, engraving, mounting or production has started. Your rights under the Australian Consumer Law still apply.
Are group or bulk orders available for associations or events?
Yes. Group and bulk orders are catered for with special pricing and arrangements, contact the team and include the required date.
Care, faults and warranty
How should I store medals?
In a dry, stable environment away from prolonged moisture, direct sunlight and pressure on raised clasps or medal details. A fitted case protects the rack between events.
How do I report a fault?
Provide the order number, a description and clear photographs of the issue and the packaging, and keep the item and packaging until the team provides return instructions. See Shipping and returns for instructions on transit damage and approved returns.
Did not find it?
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