FAQ

What type of artwork is required for my order?

The ideal format is EPS, Illustrator or PDF in a ‘Vector’ format with text converted to outline.  Typically art files like jpeg, gif, tiff & word are not useable forms of art. Please ensure you advise us of any specific PMS colours.

What if I don't have artwork in the correct format?

Please email the file that you have and we can help re-create it into the correct vector format.  Most files cost $35.00 to convert.  If the design is more complex then we will quote the price before proceeding.  

Will my artwork be kept on file?

Yes, we keep all artwork on file to make it easy for repeat orders to be processed.

Will I be charged set up fees?

To keep things simple, all set up fees are included in the unit price so there are no additional set up costs to be paid.

How long will it take to receive my order?

An estimate of the delivery timeframe is given in Step 1 / description.  Note this is an estimate only and can vary depending on production capacity and available stock.  If you have a specific deadline please contact your account manager to check if it is possible.  

Can I receive a sample of the product I am considering?

Yes, we can arrange a sample for you.  Please email your account manager and confirm the product code and colour that you require.  Samples are usually free of charge.  If the sample is not free of charge we will confirm prior to dispatch. 

Can you supply products that are not displayed online?

Yes, please submit a brief of your requirements.  There are over 50000+ existing products available and we also offer an offshore custom product service.

What is the minimum order quantity?

The MOQ for each product is different.  The minimum order quantity is usually the first quantity break listed in Step 1.  If you have a special request for less than the MOQ please contact your account manager to check if it is possible.  

What should I do if I am not happy with the product I have received?

We appreciate our customers feedback as it helps us keep improving our products and service.  Please contact your account manager and let us know your feedback and we will respond promptly to reach a suitable resolution.