Sales Order Process

Our company makes it easy for businesses to place their orders with our hassle-free process.

1. Browse Products & Request a Quote

Please choose from our selection of promotional items and custom uniforms. Once you’ve selected your desired products:

• Please advise us of your chosen quantity
• Indicate your branding preferences
• Follow the website prompts to place your order or to get a quote

2. Submit Your Order & Artwork

Once your order has been placed, you will get a confirmation email. Reply to our email with your attached art file and other necessary assets. For best results, please send your artwork as an Adobe EPS or PDF file (with outlines preferred). High-resolution JPEGs are also accepted.

Need more information? See our artwork guidelines for details.

3. Approve the Mock-Up & Make Payment

We will provide:

• A digital mock-up showing your logo on the chosen item
• An invoice for payment

Once approved and payment has been settled, production will begin.

Payment Terms:

• Full payment is required upfront unless you have approved credit terms
• We accept direct deposit, bank cheque, or credit card (2.75% merchant fee applies)

4. Start of Production

We will start producing your approved artwork. Timelines will depend on the product type and order volume, but we will keep you updated throughout the entire process.

5. Delivery & Dispatch

Your order will be packed and shipped across Australia, including destinations such as Sydney, Melbourne, Brisbane, Perth and other regions.

Bonus: Standard delivery is free for all orders!

For estimated delivery times, refer to our shipping information.

Important Terms & Conditions

Product Variations

Due to standard manufacturing tolerances, minor variations (±5%) in colour, size, finish, or quantity may occur. Contact us if you require strict specifications.

Artwork & Intellectual Property

By submitting artwork or logos, you confirm that you own the legal rights to use them.

Custom Merchandise is not responsible for any legal claims related to customer-supplied files. Please ensure you have full intellectual property rights for all submitted materials.

Cancellations

• Once mock-up approval is given and production begins, cancellations are not allowed.
• Cancellations made before this may still incur charges for any completed work that has been started.
• Orders cancelled more than 48 hours after placement may incur additional fees.

Rush Orders

We can often accommodate urgent deadlines.

Let us know your timeline early—rush charges for printing or freight may apply.

Returns & Claims

If your items are faulty, notify us in writing within 7 days of delivery.

Returns must be:

• In original condition
• Sent back for assessment before replacement, refund, or repair

Shipping Risks

Orders are delivered via third-party couriers. While we will assist you throughout the entire ordering process, including tracking and communication, Custom Merchandise is not liable for any unforeseen circumstances that may occur after the shipment leaves our warehouse.

The company is not liable for any delays in delivery, damage, or loss of goods.

International Orders

If you are placing your order from outside Australia, please be informed that duties, taxes, and import costs will be incurred during your shipment.

Late Payments

Extra fees may be incurred on late payments for clients with approved credit accounts. All associated costs will be included in the outstanding balance if a debt recovery process is required.