Frequently Asked Questions

What is the difference between local, indent and air express products?

Local goods are products that are sourced and decorated within Australia. They require the shortest lead time and are usually available within 1 to 3 weeks from artwork approval.

Air express goods are products sourced and decorated offshore and flown into Australia. They require a longer lead time and are usually available within 4-6 weeks from artwork approval. Air express goods may provide a wider range of options and often provide cost savings.

Indent goods are products sourced and decorated offshore and shipped to Australia. They require the longest lead time and are usually available within 10-12 weeks from artwork approval. They typically provide significant cost savings which can be worth the wait.

What is a setup fee?

A setup fee is the cost associated with the creation of a die, plate, screen, or other fixture that is used in machines to print or embroider your logo on your product.

Since each item has a unique imprint area, it is necessary to create fixtures for decoration every time you order an item for the first time. Each new fixture requires another setup fee.

If your desired logo has multiple colours and/or locations, this will require multiple setup fees. For example, to print a two colour logo, two screens have to be created and two setup fees apply.

What happens if I do not have my logo in the required format?

As we have our own in-house design department, for a small fee we can re-create your logo for you.

Are samples available & how much are they?

Samples are available – just ask us! Samples are generally free of charge pending an order, but must be returned in good condition within 14 days, otherwise charges may apply.

Is there minimum order on products?

Yes there are. Most products have minimum order quantity and this will vary depending on the product you choose.

How long before I need a product should I place my order (lead time)?

Lead time, is usually between 10-21 business days from artwork approval for locally sourced products. Air express and Indent sourced products have a longer lead time as outlined in Question 1. Depending on freight requirements and production times, we can occasionally deliver your products sooner.

We have an urgent deadline and need promotional products within 7-10 days. Can you help?

Yes! We have a range of products that can be turned around within a short period of time. Some items may require a rush fee. Please give us a call to discuss your needs. We will try and accommodate tight deadlines where possible.

Does my order have to be re-quoted?

Your order will need to be re-quoted if any of the details from the original quote change. These changes may include different quantities, logo changes or the addition of other product options.

Occasionally, substantial time may pass between your original quote and your order. If this is the case, your order will be re-quoted to make sure best market prices are offered to you.

USB prices do fluctuate from week to week. For this reason, our USB quotes are valid for 5 business days and will be re-quoted, if necessary, on order.

Can my logo appear in more than one position on the product I have chosen?

Branding in multiple positions depends on the product selected. Most of our products can be printed, engraved or embroidered in more than one position however you will need to check with your account executive to confirm it is possible. Please be aware that prices quoted normally include decoration in one position only. Extra costs will be charged for additional decoration positions. Additional setup fees may also apply.

Do your quoted prices include delivery?

Our prices generally do not include delivery. Delivery costs will be advised on your order confirmation.

How will my products be shipped to me?

Unless specified, all orders will be delivered by our chosen freight carrier and then billed with your order. If you prefer to use your own freight carrier, please advise us of your freight carrier account details upon ordering. If you choose to use your own freight carrier, naturally you will be solely responsible for the safe arrival of your shipment.

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Let us know any products that you might be interested in, or if you would like any help choosing the right product for you.