FAQs

Can't find the answer to your question here? One of our friendly Client Service Consultants will be able to help you.

Frequently Asked Questions

How can I place an order?

Contact us via email or phone, and our experienced Client Service Consultants can get everything on the run for you, easily, efficiently & professionally.  Be ready with the Quote number, the quantity, artwork requirements, deadline (if there is one), and delivery details.

Are prices inclusive of GST?

No.  All prices exclude GST.

How long does it take to process my order?

Lead time varies depending on the products ordered and our production schedule.  Some products are readily available and can be dispatched within 24 hours.  As a general rule, please allow 3-4 weeks from date of artwork approval, unless you are going with an indent option.  Please check leadtimes on a case-by-case basis, as they can vary dramatically.

Can I change or cancel my order once it has been placed? 

If the changes/cancellation take place at the sampling stage, or prior to artwork approval, yes.  Production usually begins quickly upon artwork approval, so in most cases it's not possible to change or cancel an order once the artwork has been signed off. Setup fee may apply.

Can I see a sample of an item before I purchase it?

Yes.  Depending on your location and the circumstances, we will either bring you a sample or mail one to you.  Pre-production samples are also available.  Please contact us to request a sample.

Do you supply your products worldwide? 

Yes, all of our products are available for shipment to anywhere worldwide. Please note that prices quoted are in Australian dollars.

If I do not have proper artwork, will you still accept my order?

It depends on the individual order and design – our Art Department can help you with any questions you may have regarding artwork. If your artwork is not suitable, we may be able to re-create it for you. Fees may apply

What forms of payment do you accept? 

We are happy to accept EFT (preferred), MasterCard, VISA, and cheque.  We do not accept Amex or Diners Club Cards.

What is your return policy?

Once the goods are decorated, we do not accept return, unless there is a manufacturing fault. Returns for credit of goods is strictly limited in time to 14 days from date of invoice and must have a Return Authorisation Number.

What is PMS colour?

Pantone Matching System (PMS) is a book of standardised colours used to identify, match and communicate colours in order to produce accurate colour matches for any decoration. Each colour has a coded number indicating instructions for mixing inks to achieve that colour.

Can you match to a PMS color?

In most cases, yes. For some material, the colour cannot be matched exactly due to the nature of the products. Eg: rubber badge application, the colour can vary from the supplied PMS code. If PMS colour matching is not available on a certain item, we will use the closest available colour.

Are there any limitations on the types of graphics that can be reproduced with the embroidery process?

Yes, small text, fine detail, and colour gradients can be difficult to reproduce with embroidery. Additionally, the type of fabric the logo is applied to affects the level of detail that can be reproduced.  

What is a sublimation print? 

Sublimation is a printing process that uses heat to transfer dye onto a medium such as a plastic card, paper, or fabric. The name is applied because the dye transitions between the solid and gas states without going through a liquid stage. Because the colour infuses the material, it is also more resistant to fading and distortion over time.

Can we use sublimation print on any type of products? 

No, sublimation is normally applied on to 100% polyester fabric, paper or ceramic mug.

What’s the difference for the product between local and indent service? 

The product is the same no matter which service you use. The delivery time and cost, however, vary between different services. Products produced locally (within Australia) generally take around 3-4 weeks, and indent can vary from 8 to 12 weeks.  Indent is an excellent option to take if you have a long timeframe as it is usually a lot more cost-effective.

What sort of fabrics do you use on your clothing?

We only offer apparel made from quality fabrics. There’s everything from easy-care polycotton, 100% cotton to breathable and hi-tech materials like 'cool dry', as well as material that offers sun-protection. Our apparel is comfortable and functional with something to suit everyone.

Do all products have to be decorated?

No, most products are available as blank stock if that is what you prefer.

 

 

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