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FAQ Archive

Frequently Asked Questions

Please check here before contacting us with questions.  It could save you time.

How do I send you my photo/logo/details for printing my order?

A: Find the product you'd like to personalise in our online store.  Choose your colour & other printing details.  Click the button that says "PERSONALISE YOUR...."  This takes you to a new page where you'll be able to design your personalisation, upload your photos and send us your logo files.  When you finish personalising your product, click the ADD TO CART button, and either continue shopping or go to checkout.

 

I am ordering more than one product. I want to personalise each one differently. How do I do that?

A: Follow the steps above.  You'll go back to the same product you just ordered.  If you're ordering more of this same product, select the size/colour you want to personalise, then click the "PERSONALISE YOUR PRODUCT" button.  Do this for each different design.  If you want to order more than 1 of the same designed product, use the 'Qty' button above the "ADD TO CART" button.  If you want to order a different product, click the 'HOME' button in the top left of your screen and find your next product to order.

 

What is a VECTOR file?

 A: Click HERE for a really interesting explanation by Adobe.  Vector files have .ai .eps. or .pdf   at the end of their name.   Adobe says, "Since vectors are based around formulas, a vector image can scale at high resolution to virtually unlimited sizes. If you have a business logo saved in a vector format, it can be resized to fit on a billboard with no problems or reduced to be printed on a ballpoint pen or business card. Many printing processes can only work with vector file input."

Logos designed in Photoshop are made up of pixels that do not scale or print as sharp as vectors.

We HIGHLY recommend having your logo designed by a professional graphic artist.  They'll supply everything you ever need.

 

Logo files - What we need and why.

A: Our printer does not recognise regular white in a design or font. We need to edit your design and prepare the white sections for printing. VECTOR files allow every detail in a design to be individually selected and edited. It allows us to change the colour or add a white layer directly beneath the design, so it stands out on dark colours.

If you have a VECTOR file, please send it to us.  Click HERE (Dropbox).

If your logo is a white font without a design, you need to supply it coloured black. PNG or VECTOR.  At checkout, ask us to convert the black to white for printing.   

If you don't have a vector file, please upload a high res PNG file with transparent background when you order.  At checkout, add a note asking us to convert the white sections of your design for printing. This won't always be possible. It depends on the quality & type of file you supply.  We'll contact you if we need to.  Still not sure? CONTACT US

Having your logo designed by a professional is highly recommended. 

 

Logos & designs on dark products & 'walnut' boxes & USBs.

A: When we print on dark products or our walnut wooden products, we sometimes need to print a white layer directly behind your artwork, so it looks its best.  If we print a design without a white layer beneath it, the dark colour or wood shows through and the design doesn't stand out.

If you want you logo printed on a dark product or walnut wood, please scroll up and read the section about "LOGOS - What we need & why." 

If you're ordering a photo on a wooden box, you don't need to do anything. We will prepare your image and make sure it looks its best.

 

Do you offer FREE shipping?

A: No. When a business gives free shipping, it usually means the price of the shipping has been added to your product price. A lot of our customers collect their orders. We believe it is unfair to add a shipping cost to their products. Our shipping costs are fair. We charge you what the post office charges us.

 

When will my order be delivered?

A: Orders without personalisation leave our warehouse 2-3 business days after you order.

Orders with personalisation leave our warehouse within 7 business days after you order.

If you order on a weekend or public holiday, your days begin on the next working business day.  Our warehouse is in Melbourne, Victoria, Australia.

Express post means the delivery of your order will be faster.  It does not mean your order will leave our warehouse faster.  If you need a personalised order fast, see below for RUSH ORDERS. 

 

I need something FAST. Can you help me?

A: Sure.  Conditions apply

You can request a RUSH ORDER.  CONTACT  us first.  If it’s possible, we’ll dispatch your order within 24 hours of payment.  A $25 rush fee is payable, on top of your order total BEFORE we commence your order. We'll invoice you.

Rush orders mean you go to the front of the line. It’s like pushing in. So we don’t recommend it, unless it’s absolutely necessary. If it causes delays for our other customers, we will say no. Please plan ahead.

Rush orders are not available from Nov 1 - Dec 24.

 

Do you ship worldwide?

A: Absolutely! We have loads of international customers.  Go ahead with your order.  At checkout, your shipping options will be offered.  If you have questions or your country isn't available, please CONTACT us.  Our warehouse is in Melbourne, Australia.

 

Do you have a 'minimum order' quantity?  (MOQ)

A: No.  You can buy what you need, as you need it.  But we also offer BULK discounts if you decide to order 10 or more of the same product in one order.

  

Do you have a bulk discount?

A: Yes.  When you order 10+ of the same product, you'll get a 5% discount.  When you order 30+ of the same product, you'll get a 10% discount. 

At checkout:  Use the code BULK10+ for orders of 10+ of the same product.  Use the code BULK30+ for orders of 30+ of the same product. 

Misuse of codes = order cancelled and refunded.

 

Do you have discount days or coupon codes?

A: No. Our prices have been designed to make sure EVERY customer gets the best price EVERY day. We would hate for you to order something one day, then see a discount code pop up the next. You can find factory 2nds and discontinued products on sale in the online store.  

 

Do you have a question you can’t find the answer to here? Please CONTACT us. We’ll get back to you ASAP.