Frequently Asked Questions

Getting all the information right before placing your order is crucial. To help answer some of your basic queries, we’ve listed the answers to them, along with specific details to guide you through your decision-making process.

Ordering & Turnaround Times

How do I place an order?

You can place an order in three simple ways:

• Call us at 1300 858 288 (or +612 9232 2163 if you’re overseas).
• Use the quote request button found across our site.
• Please email us with your product details, quantity, delivery address, and branding artwork.

Once we’ve received your details, we’ll provide you with the pricing and an artwork proof for your approval.

I have a deadline coming up — can you help?

Yes, we offer 24-hour dispatch and 3-day express production for selected items to ensure your deadlines are met.

How long does production usually take?

Most in-stock items take approximately 2 weeks from the time you approve the artwork and make payment. If you need it sooner, please contact us, and we’ll do our best to accommodate your needs.

Are you insured in Australia?

Absolute! We are fully covered with Product Liability Insurance and Workers’ Compensation in Australia. Certificates are available on request.

Artwork & Branding

What file types do you need for my logo?

We require vector files such as .EPS, .AI, or .PDF with outlines. This ensures your logo prints clearly at any size. If you’re unsure about the file type, feel free to send it to us, and we’ll check it for you.

How long does the proofing process take?

You’ll receive a digital proof within 24 to 48 hours of placing your order. We won’t proceed with production until you approve the design.

Can you match my brand colours?

Yes, we use the Pantone (PMS) Colour Guide to match your branding as closely as possible. However, take note that the printed colours may vary slightly from the colours displayed on the screen.

Pricing, Payment & Discounts

Do you offer bulk discounts?

Yes! The more you order, the more you save. For example, a client who ordered 1,000 custom T-shirts received a 15% discount on the total price. Bulk pricing is always available, so you get the most value for your budget.

Will you price match?

Absolutely. Just let us know the quotes you got for the same product, and we will match any current Australian quote.

What payment options do you offer?

We accept:

• VISA, MasterCard, AMEX
• Direct bank transfers
• Cheque card payments through Stripe (a small surcharge of 2.75% applies).

Do I need to pay upfront?

Yes. We require full payment before the commencement of production. But if your order is large, we may offer a 50% deposit arrangement. Contact us to discuss this further.

How do I redeem the $50 first-time voucher?

Simply mention the voucher when placing your order. It applies to orders over $3,000 + GST for new clients.

Shipping & Delivery

Do you ship across Australia?

Yes! We offer free Australia-wide delivery, including Sydney, Melbourne, Brisbane, and all major cities such as Adelaide, Perth, and Hobart. Delivery is also available to regional areas across Australia.

Can you ship overseas?

We deliver to New Zealand and can arrange shipping to over 20 countries, including the United Kingdom and the United States.

Repeat Orders & Set-Up Fees

What’s a set-up fee?

Set-up fees cover the time and equipment needed to brand your product, including test runs and machine calibration. This is a standard charge for printing processes such as screen printing or pad printing.

If I reorder, do I have to pay the setup fee again?

If you’re reordering embroidered items, no set-up fee will apply. For pad or screen printing, we charge half the original fee, as the prep work has already been completed.

Other Things People Ask

Can I see a sample before placing my order?

Yes, we can send you an unbranded sample to check the quality of the product. For larger orders, we also offer branded pre-production samples for your approval.

What’s the minimum order?

Minimum quantities depend on the product. Please refer to the specific product page or contact our merchandise experts directly for more information.

Can I change my order after approving the artwork?

Unfortunately, once you approve the artwork, changes can’t be made. Please review your proof carefully before giving the go-ahead.

Where are you located?

We are a Sydney-based, 100% Australian-owned company. But we have offices and warehouses in major cities across Australia.

Still Need Help?

Call us at 1300 858 288, send us a message, or start a live chat. We’re here to help and guide you through the process every step of the way.