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FAQ

- Can you help me find a promotional solution?

We specialise in assisting our clients find the perfect solution to theirpromotional campaign. Simply complete our online enquiry form or contact usdirectly to discuss your requirements. Once we have a complete understanding ofyour campaign, budget, timeline and quantity, we will provide you with a rangeof CREATIVE & INNOVATIVE solutions. Let us do the work for you from Conceptto Creation!

- Can I see a sample of my chosen product before I make an order?

We understand the importance of making the right choices in yourpromotional products and so we are happy to provide a sample upon request.

Samples are charged at cost price plus shipment but this is refundableon large orders or where the sample is returned to us within 14 days in itsoriginal condition and packaging. This excludes gift boxes which cannot be returned.

- How do I place an order?

To place an order, simply either complete our online enquiry form or contact us directly by email or phone. We will ensure you give us all the information required and will be available for any questions you may have. We will then send you a Customer Order Confirmation including, all the details of your order, for your approval. Please return this to us within 24hours so as not to affect your expected date of shipment.

Once we have received your approved Order Confirmation, we will email you a proof of your artwork. This will show you the proposed positioning of your logo on the product and the logo to be used. This will require your approval before we proceed with production.

After you have approved your artwork,we will proceed with production. Dispatch will take place on the date specified on your order confirmation (provided it was signed in a timely manner). You will receive an email once your order has been dispatched.

- What artwork do I need to supply?

We require finished artwork in the form of an EPS vector file,usually 300dpi high resolution. The higher the resolution, the better thereproduction. Bitmaps and jpeg files can be used for some printing applicationsbut are not recommended for good quality printing. We are able to assist inartwork conversion for an additional charge, approximately $80 per hour.

- How can I decorate my product?

All our products can be branded with your logo or message and we can advise you on the best choice for your order. Some of the most used methods of printing and decorating follow, but bear in mind that possibilities are endless and that we can assist you in finding the best and most unique solution for your requirements.

Decal Printing This is a transfer produced and then with a heat treatment, adhered to a hard surface. It gives up to 4 colour processing, can be wrapped around items and is ideal for cups, mugs and glassware.

Die-casting Injecting molten metal into the cavity of a carved die (or a mold)

Die-striking Producing emblems and other flat promotional products by striking a blank metal sheet with a hammer that holds the die.

Digital Printing This quick method is suitable for photographic images and printing of small text. It is ideal for smaller quantities and is resistant to fading and cracking. It is perfect for t-shirts, polo shirts, flags etc.

Engraving Engraving can be applied to metal and glass surfaces and is popular on pens and plaques. It adds a premium toy our product and produces a subtle finish. For a Bolder finish you can ask for engraving to be oxidise which gives a Black finish to the engraving.

Blind Embossing Also known as debossing. This is a process where an image is depressed into a material such as paper, leather or suede, so the image sits below the product surface. Ink may or may not accompany the stamp.

Embossing Stamping an image on a material, such as paper, leather or suede, so the image rises above the surface of the object. As in debossing, ink may or may not accompany the stamp.

Embroidery A design stitched onto a material through the use of high speed, computer controlled sewing machines. The design is reproduced with tightly-stitched thread. Embroidery is most commonly used on wearables and some bags. It gives your item an added perception of quality. Very fine detail is difficult to achieve. The minimum letter height that can be embroidered clearly is 5mm.

A wide variety of thread colours are available. Unlike process printing exact PMS colour matches are not available. Instead a thread of the closest 'fit' issused.

Pricing is dependant on the number of stitches in the design. If you are unsure what category your logo falls into please send a copy to us for evaluation.

4-color Process A system where a color image is separated into 4 different color values by the use of filters and screens(usually done digitally). The result is a color separation of 4 images, that when transferred to printing plates and printed on a printing press with the colored inks cyan (blue), magenta (red), yellow and black, reproduces the original color image. These four colors can be combined to create thousands of colors just as your computer printer does.

Glass Etching A process in which a piece of glass is covered with a template that has a design cut out of it. The glass is then sandblasted while the portion of the item not covered by the template is protected. The template image is thus etched into the glass

Hot Stamp Setting a design on a metal relief die or plate, which is then heated and pressed onto the printing surface to achieve a deboss.

Offset Printing A process of transferring ink from a metal printing plate to a rubber-covered cylinder. Used on more complex artwork and for higher quantity runs.

Pad Printing A recessed surface is covered with ink. The plate is wiped clean, yet the ink remains in the recessed area of the plate. A silicone pad presses against the plate and pulls the ink out of the recesses. The pad then moves and presses directly against the product. Pad printing is excellent for imprinting small, unusually-shaped objects for which screen-printing are not practical. This is not the most highly-recommended process for imprinting large areas; screen printing is better for large areas of ink coverage. Commonly used on plastics, paper, ceramics, glassware, pens,leather and vinyl.This cost effective method can produce up to 4 colours on around a 50mm area and can be used for intricate designs. It is generally used on hard surfaces such as plastic, wood, metal, golf balls, pens etc.

Plastisol Printing This is a transfer which is heat applied to the product.It allows for detailed artwork and is especially good with flexible items such as Anti Stress items and unusual shaped articles.

PuffPrint A screening process using “puff inks” where the print will puff up. After screening, the product is exposed to heat. A chemical additive in the ink will cause the ink to rise as it is heated to dry. This process must be used on a cotton weave material where the ink has something to latch on to. Therefore, it cannot be used on nylon. Used on wearables, such as caps and hats, T-shirts.

Screen Printing Also known as silk screening, screen printing is a method where ink is pressed through a fine mesh screen, leaving a colour imprint on the material's surface.One of the most popular and economic ways to print on fabric, especially on larger quantities. The quality of the print depends on the nature and weave of the material and best results are obtained with fewer colours and more simple design.

Sublimation

Dye transfer process where the image consists of a colored dye permanently embedded into the material surface of pores. Used to imprint messages, graphics and photographs on a variety of items, primarily mouse pads, mugs, T-shirts, caps, and trophy medals.

- What will my logo or message look like on my chosen product?

We are able to supply you with a visual representation ofhow your logo or message will appear on your chosen product, usually providedafter order confirmation, this is an artwork layout recommended by the printer.In some instance we can provide a visual mock up that may not be to scale butassists in making a decision on the product .

- How will the colours of my logo or message look on my product?

PMS Pantone colours will be matched to industrystandards. Where four colour process is used, we will provide a proof for yourapproval. The best possible colour outcome will be recommended by our printersto suit your product and logo.

- When will my order be delivered?

We will agree the best delivery option foryour order at your initial enquiry. In general, we estimate delivery time to be2 weeks for local ,6 weeks AIR express ,10-12 weeks Sea Freight ,indent.We arehappy to meet your delivery requirements including expediting delivery timesand delivery to multiple addresses, however these will be at additional costs.

- What is an indent order?

An indent order is when products are beingmanufactured to order. Usually customisingis required and a large quantity is being ordered. It gives you the opportunityto use exact PMS (Pantone Matching System) colours and change the design of theproduct to suit your requirements. However, an indent order does require a largerquantity and a longer lead time than stock orders.

- What are set up costs?

These are charges to produce a plate or set up amachine to handle your branding or artwork. The cost is added to the original project and is usually reduced in repeat orders should no changes be made. Insome cases no repeat set ups apply, you will be advised depending on decoration type.

- How can I pay for my order?

On new accounts, we require full payment onthe first three orders before dispatching your order. Thereafter,payment termsare 30 days on approval . We require a 50% deposit at Order Confirmation on allorders over $5,000.We accept American Express, Mastercard, Visa, Cheque or EFT,bearing in mind fees incurred and that we accept credit card payments up to thevalue of $10,000.

- What if I have a complaint?

In the unlikely event that you are not happywith the service or products we have provided, please advise us of the issue inwriting/email within 7 days of your delivery. We will then work with you toinvestigate the matter and reach an agreeable solution.

- Can I cancel my order?

Should you wish to cancel your order; if you have already signed artwork approval then all costs incurred by Designer Giftswill be invoiced to you.