ORDERING
To what extent can I trust the accuracy of your stock levels?
Our stock levels maintain a 95% accuracy rate, ensuring a smooth processing of your order. In the rare event that the item you’ve ordered is unavailable, we will promptly communicate with you. We appreciate your understanding in such cases.
Which payment methods are accepted?
We welcome payments through Visa, Mastercard, American Express, PayPal, and Afterpay.
Can I collect from warehouse address?
We do not provide collection services from our warehouse as it is not part of our business model.
What time will my order get delivered by if a date is provided in order confirmation?
If a delivery date is provided in your order confirmation, your order will be delivered by the close of business on that specified date. Tracking updates will be provided by our shipping partner to keep you informed about the status and location of your order during the shipping process. If you have any specific concerns or questions about your delivery, you can refer to the tracking information or contact our customer service for further assistance.
Do we provide engraved/printed samples to see how end product looks?
Yes, samples can be created for 50% off listed price with our generic branded engraving. This provides you with an opportunity to see how a end product will look. This is recommended before placing a large order. Contact our sales team on email provided on contact us page for this order to be placed.
How long we do you have to claim for any products supplied which are damaged, incorrect or broken?
We need to be notified by email in writing accompanied with photo proof within 14 business days from delivery of your order.
What the conditions of a refund?
A refund is not applicable for the following reasons
– simply change your mind or no longer want the goods;
– realise you can’t afford the goods;
– found the same item at a cheaper price elsewhere;
– chose the wrong size or style;
– knew about the particular fault prior to purchase; and/or
– were responsible for causing the fault. (eg. spelling or layout errors/mishandling)
PRICING & DISCOUNTS
Is there a discount available for bulk orders?
Certainly, we offer discounts for bulk orders, depending on stock availability. If you need more information, please feel free to contact us.
How much discount do you receive for large order quantities?
The discount for bulk orders is determined by the quantity of items and the specific SKU. Each product page features a discount structure for each SKU, offering a detailed breakdown of the applied discounts. Typically, purchasing multiple items of the same SKU results in automatic discounts that are applied when adjusting the quantity in the product page. Feel free to explore the product pages for more detailed information on the applicable discounts.
ARTWORK
What is the process if there is no response or communication regarding the artwork design proof?
Upon preparing the artwork design proof, we will promptly send it to you via email. We make diligent efforts to communicate through both phone, emails and SMS. However, in the absence of a response, if no communication is received artwork design proof will proceed to production.
What happens if you wish to cancel and no longer proceed with an order after artwork design proof is prepared and emailed for approval?
If you decide to cancel and not proceed with an order after the artwork design proof has been prepared and emailed for approval, a cancellation fee of 20% of the total order amount will apply. This fee will be deducted from original payment method.
What time is the cut-off for changes to be requested for artwork design proofs so they can to be updated and received the same day?
The cut-off time for requesting changes to artwork design proofs to ensure same-day updates is 3:30 pm (Brisbane time, UTC+10).
What if complete engraving/printing details cannot be provided at time of placing order ?
In the event that full engraving or printing details are not provided at the time of order placement, the order will be temporarily placed on hold. We will resume processing once we receive the complete information. Upon approval of the artwork design proof, revised delivery dates will be provided.
Which files are accepted as file upload ?
JPEG (or JPG) – Joint Photographic Experts Group
PNG – Portable Network Graphics
PDF – Portable Document Format
EPS – Encapsulated Postscript
AI – Adobe Illustrator Document
DOC – Microsoft Word
DOCX – Microsoft Word
XLS – Microsoft Excel
XLSX – Microsoft Excel
PPT – POWERPOINT
SHIPPING
How much is shipping cost?
Shipping is calculated based on the quantity of items and your destination postcode. This is shown on shopping cart and checkout page.
Do your provide faster shipping option?
Yes, we do offer Express and Super Express Shipping.
How do I track my order?
Tracking information is emailed and sms’d when the order is completed.. Tracking details can be checked once consignments are lodged with our shipping partners. This information is also available online under my account –> orders. Select order and tracking details shown at the bottom of the page.
Do you ship outside of Australia?
We currently are not setup for this yet.
COLOUR PRINTING
Do you providing colour printing services for trophies & awards?
Yes, we do provide colour print option for selected awards. This option is shown as an additional cost to laser engraving on product page.
Which products can be colour printed?
Products which can be colour printed are have options under the product pages under “available options”
How much is colour printing?
Colour printing is an additional cost. This cost is shown on the product pages under the “available options” for each product. If a product does not show this option, it cannot be colour printed due to shape and size restrictions.