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Ordering & General Process
You can order directly through our website from the product pages, give us a call, or fire off an email. Whatever's easiest for you.
Both. You can order online directly from the website/product pages, or request a quote if you'd prefer pricing sent through first.
Your logo or design, delivery address, and any delivery instructions. If you've got a deadline, let us know, so we can plan around it.
Every product has an MOQ (Minimum Order Quantity) listed on the product page. But if you need less than what's shown, shoot us an email, and we'll see what we can do.
Yep. Mix and match as much as you like. You can note the colours at checkout or just email us, and we'll sort it.
Of course. Once you're set up with an account, you can repeat order to your heart's content. Quick and painless.
We save all artwork on our end, so it's ready to go whenever you need to reorder.
We do. Just get in touch, and we'll organise samples for you. Some may have a small charge, but we'll let you know upfront.
Yep. All online pricing includes decoration, so if you're after blank stock, send us an email, and we'll quote it without the branding.
You can. Just let us know the delivery addresses when you place your order or quote request. Extra delivery charges may apply depending on the number of locations.
Depends on the time of year. Busy periods (hello, Christmas) can push timelines forward. Contact us if you're unsure, and we'll confirm what's doable.
Product Information
They're accurate, but screens can be tricky. Depending on your monitor or phone settings, colours might look slightly different in person. If it matters, order a sample first.
It varies by product. You'll find material info in the description and details section on each product page. You can also filter by material using the product search.
We do. Head to the ECO tab on the website to browse the full range. Every eco product has an "Eco Factor" in its product details, so you can see exactly what makes it green.
Most of them are. Stick your logo on, and they're ready for retail. A handful have licensing restrictions that prevent resale, and if that applies, it'll be noted on the product page.
Give us your vision and we'll do our best to make it happen. Our team has years of experience sourcing and creating custom products, so if it exists, there's a good chance we can get it done.
Printing & Branding
Pad print, digital print, embroidery, screen print and more. Check out our Decoration page for the full rundown.
Each product page shows the available decoration options with a brief description of each one. You can also visit our Decoration page for more detail, or just ask us and we'll point you in the right direction.
It depends on the product. Get in touch with what you're after, and we'll let you know what's possible.
Where a full-colour option is available, absolutely. If a particular product doesn't offer it, we can usually find a similar one that does.
Yes, across many decoration types. Just include your Pantone colours when you place your order or request a quote, and we'll match where possible.
Every product has a print area limit. Most product pages include a Decoration Template with the exact specs, so you can check before ordering.
Yep. Just tell us what you need, and we'll make it work.
Yes, the option to print variable data is available on a lot of our products. It's not shown on the website because pricing depends on the specifics, but get in touch with what you need, and we'll quote it up.
It is. Not every product suits embroidery, but where it's available, it'll show as a decoration option on the product page.
For sure. Upload your designs when placing your order or quote request and let us know how you want them used. We'll review it and confirm what's possible.
Artwork & Design
For best results, send us vector files: .eps, .ai, .svg or .pdf. If you don't have those, we can usually work with .jpeg, .png or .bmp.Not sure what you've got? Just upload it, and our team will take a look.
In most cases we'll prep the artwork at no extra charge. If there's a lot of work involved, we might need to quote for it, but we'll always check with you first.
Yes. No setup fees. The price you see is the price you pay.
Always. You'll get a free digital proof with every order, and nothing goes into production until you've approved it.
At least two free revisions are included with every proof.
In most cases, yes, and at no extra charge. If the design is particularly complex, there may be a small fee, but we'll always let you know before going ahead.
Yes, we offer graphic design services. Just send through your brief, and we'll quote it up for you.
Pricing & Quotes
It depends on the product, the quantity and the decoration method. Bigger orders get better pricing. You can see pricing for most products online, or just request a quote.
Yes. Select your decoration type on the product page and the pricing updates to include it. Some products can also be purchased undecorated. If you don't see an undecorated option listed, get in touch and we can often sort it.
Yes. No artwork setup fees at all. What you see is what you pay.
We do. Pricing is tiered, so the more you order, the more you save. Use the bulk price calculator on the product page to see the discounts, or request a quote for larger quantities.
Prices on product pages are shown ex-GST. Once you add items to your cart or quote, GST is applied, and the total will include it.
No. Once artwork is approved, your pricing is locked in.
You can. Get in touch, and we'll set that up for you.
We do. If you find an identical product cheaper from a verified Australian supplier (same product, same quantity, same decoration and quality), send us the proof, and we'll match it.
Express orders are priced based on the express service you choose. For example, if you select the 24 Hour Surge Express, the pricing is calculated automatically for that turnaround.
Production & Turnaround Times
It depends on the product. Every product on our site has a production time listed, and some have multiple turnaround options. Keep in mind that production time is how long it takes to complete your order after artwork approval and it doesn't include delivery time.You'll need to allow extra time for shipping on top, so if you've got a firm deadline, factor in both.
Once you've approved your artwork proof and payment has been received. From that point, the production time listed on the product page kicks in.
It does. The production clock starts ticking once artwork is approved, so the faster you sign off, the sooner it's done.
Yes, every product is different. Production times are listed on each product page. If you need something faster than what's shown, get in touch, and we'll see what we can do.
We do. We've actually got an entire category dedicated to express products. Check out the Surge Express range on the website.
We'll let you know straight away and keep you updated until it's sorted.
Generally not. Production kicks off as soon as you approve your artwork, and from that point things move fast. Screens, films, dies or digitised files may already be created, products may be prepped, or your order could already be on the production line.Because all of that is custom to your design, it can't be reversed or reused.If you catch it early enough, we might be able to stop it, but there are no guarantees. That's why it's worth double-checking your artwork proof carefully before signing off.
They're estimates based on typical production schedules. Order complexity, stock levels and busy periods can all shift things slightly. We always aim to hit the timeline we quote you, and if anything changes, we'll let you know as soon as we can.
Not necessarily. Production time depends more on the product and decoration method than on quantity. That said, very large orders can sometimes need a bit of extra time, so it's worth getting in touch early if you've got a firm deadline.
Shipping & Delivery
Everywhere in Australia. Delivery times and costs vary by location, so get in touch for specifics.
We can ship to select international destinations. Drop us a line, and we'll let you know if your location is covered.
We offer free delivery on many orders, including free metro delivery in select areas. For some locations, a shipping charge may apply.
It depends on where you are. As a rough guide:
- Sydney, Melbourne, Brisbane: 1–2 business days
- Adelaide, Perth, Canberra: 2–5 business days
- Hobart, Darwin: 4–6 business days
- Regional areas: 3–7 business days
- Remote areas: 7–14 business days
Yes. Once your order is dispatched, we'll send you tracking details.
You can request a preferred date, and we'll do our best to hit it. Once it's with the courier, we can't always guarantee an exact day, but if you've got an event or deadline, tell us early, and we'll plan around it.
Unfortunately not, as we can only deliver to business or residential addresses. If that's tricky for you, get in touch, and we'll see what we can work out.
It can. Just let us know what you need, and we'll organise it.
Get in touch with us straight away. Delivery is handled by third-party couriers, so we can't always control delays once it's on the road, but we'll work with you to find the best solution.
Contact us as soon as you can and send through a few photos of the damage. We'll assess the situation and get it sorted.
Once your order leaves our warehouse, it's in the hands of third-party couriers, so we can't be held responsible for delays on their end. But we'll always help track it down and work through any issues with you.
Returns, Refunds & Cancellations
Yes, provided production hasn't started. Once it's in production, cancellation isn't possible.
You can, as long as production hasn't begun. If it has, the order can't be cancelled.
Because custom products are made specifically for you, they're generally not eligible for return. But if there's an error or fault with your order, let us know, and we'll work out a solution.
If the error is on our end, we'll make it right. Get in touch with the details, and we'll sort it as quickly as we can.
Contact us as soon as possible with your order number and some photos. We'll assess it and work with you on a solution.
Email us within 24–48 hours of receiving your order. Include your order number, a description of the issue and any supporting photos. We'll get onto it.
If there's a fault or error on our end, we'll look at offering a replacement or refund. Every situation is different, so get in touch, and we'll work out the fairest outcome.
Unbranded items may be eligible for return, provided they're unused, in original condition and packaging, and returned within a reasonable timeframe.Restocking fees may apply depending on the item. Get in touch before sending anything back, and we'll walk you through it.
Generally, no. If the return is due to a fault or error on our end, we'll cover the shipping costs. For change-of-mind returns, shipping costs aren't refunded.
Payment & Accounts
Visa, Mastercard, American Express, PayPal, PayPal Pay in 4, Google Pay, Apple Pay, and bank deposit.
Payment isn't required when you place your order, but it is required in full before production begins.
We do, for eligible customers. After three completed orders with full payment, you may qualify for a credit account. Get in touch to find out more.
Yes. We offer PayPal Pay in 4, which lets you split your purchase into four interest-free payments. Just select PayPal at checkout.
Yes. Payment in full is required before production begins.
Yes. Once you've paid, your price is locked in.
Yes, GST is included on all invoices.
Sustainability & Compliance
We've got a dedicated range of eco-friendly products. Check out the ECO section on the website, or look for the Eco Factors on individual product pages. If you've got specific sustainability requirements, let us know, and we'll help you find the right fit.
We do. Look out for the Eco Factors on product pages to spot recycled and biodegradable options, or get in touch, and we'll point you in the right direction.
For some products, yes. Let us know which product you're interested in, and we'll do our best to track down the relevant documentation.
We take ethical sourcing seriously and work with suppliers who meet responsible manufacturing standards. If you need documentation for a particular product, get in touch, and we'll help where we can.
Corporate, Agency & Bulk Orders
We offer a 5% discount for all not-for-profit and charity organisations. Just let us know when you get in touch and we'll apply it to your order.
We love working with agencies and offer additional discounts for agency partners. Get in touch, and we'll set you up with the right pricing.
With a solid local and overseas supplier network, we have the capacity to handle large corporate orders. Reach out, and we'll talk through your requirements.
We can coordinate delivery across multiple locations nationwide. Tell us what you need, and we'll put together a plan.
We can arrange warehousing and ongoing supply so your products are available on demand. Get in touch to discuss the details.
We're used to tight deadlines and event timelines. The earlier you reach out, the better, but don't hesitate to get in touch even if your deadline is close. And if you're really up against it, check out our Express range.
We do. Reach out with your requirements, and we'll work out a solution.
If you've got ongoing or repeat needs, we can tailor pricing to make sure you're getting the best value. Get in touch to discuss.
Support & Contact
Phone, email or live chat. Visit our Contact Us page for the full details.
Monday to Friday, 8:00 am to 4:30 pm AEST.
Absolutely. Get in touch by phone, email or live chat, and we'll connect you to the right person.
We're available by phone, email and live chat.
We aim to get back to you within 2 hours.
That's literally what we're here for. Get in touch with the team, and we'll help you find the right fit.
Brisbane, QLD, Australia.
We're based in Australia and mostly work with Aussie businesses, but we work with international clients too. Get in touch, and we'll see how we can help.
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Can't find what you're looking for? Our team is ready to help.
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