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FAQ

HOW TO REQUEST A QUOTE AND ORDER
To request a quote via our website, please select your item of interest, click on the tab “QUICK QUOTE” complete all details requested and then click on “SUBMIT ENQUIRY”.

Alternatively you may take note of the product code reference/s from items of interest and email Promo Factory on sales@promofactory.com.au advising the number of colours required, quantity, delivery address and required delivery date of the products selected or, you may contact Promo Factory via phone/email to discuss your requirements in detail.

Ideally, if you email through your intended design to be branded, this will enable Promo Factory to recommend the best possible decoration method available for your intended product as not all decoration methods are suitable for particular products.

Promo Factory will submit a quotation through to you within 24 working hours of submission. Pricing is valid for 7 days.

To proceed with an order, please confirm your order in writing via email to Promo Factory and send through your PDF Vector design to be printed (See artwork section below). You will receive a sales order acknowledging your order showing Promo Factory’s bank details for EFT payment to commence the process. Upon receiving payment, Promo Factory will provide an artwork visual on email for your signed approval. Your order will not go into production until you have approved the artwork design. It is best to keep in mind that turn around/delivery times quoted are based on when you have signed off on the final artwork.

If you are a regular customer, you may request to open a regular trading account with Promo Factory after 3 initial orders.

ARTWORK
Should you provide us with a PDF Vector format with all fonts changed to curves of your design, Promo Factory will provide free artwork for your approval on confirmed orders prior to commencing production. Please do not simply rename the file extension of your file to match the format required as we will not be able to open the file and manipulate for use in the decoration process.

If you are unable to provide your design in the required format, no problems, we can do this for you for a small fee or alternatively you may wish to use your own graphic designer to provide this.

We will keep your artwork on file for any future re-orders and to use on any other products you may wish to order.

MINIMUM INVOICE VALUE
A minimum invoice value of $1000 (excluding GST and excluding freight, excluding artwork/setup charges) is required for any individual order.

MINIMUM ORDER QUANTITIES ON ITEMS
There are minimum order quantities required on all items which vary depending on the product selected and decoration method.

TRADING HOURS
Monday – Friday, 9am – 5pm.

PRICING
Pricing varies based on decoration and order quantity. Pricing on higher order quantities reduces substantially.

If you obtain a quote that is substantially cheaper than Promo Factory, in the majority of cases, this means a few things, either you have been quoted on an inferior product, decoration method differs, quantity differs, delivery turnaround time differs, freight and setup charges have not been included. Send us a copy of the quote and we will be happy to look over it to ensure you are comparing “apples with apples”.

TURNAROUND/LEAD TIMES
Every product has a different turnaround and lead time ranging from a few days to 12 weeks based on either supplying locally or from our overseas factory. Please advise on your initial enquiry your required time frame for delivery so we may offer the correct options for you to ensure we meet your deadlines.

SHIPPING & DELIVERY
Please advise your delivery address and we shall include the delivery charges on your quotation.

We can deliver to multiple locations if required, please discuss the details with your Promo Factory representative and pricing shall be provided for this service.

SAMPLES
We do not carry sample merchandise and order in stock from the manufacturers as required to keep our prices to a minimum. In regards to garment sizing, please request sizing guides. If you would like to view a sample this can be arranged for a small cost including shipment which shall be invoiced to yourselves.

Garment bulk fit outs of 25 plus employees, Promo Factory are happy to arrange for a sizing set to allow your employees to try on sizes. We will require full payment of these to cover the cost of the items. Upon completion of fit out, any garments you do not wish to keep or use in an order may be returned within 5 working days of supply in exactly the same condition and in the correct original packaging to obtain a credit less 20% re-stocking fee and less relevant freight charges applicable to order in and return the items or garments to the manufacturer.
Garments cannot be returned after being decorated if the sizing is not correct as ordered. We do encourage all customers to carefully check the size guide for each garment prior to placing an order.

Payment
Full payment is required with confirmed order for the first 3 orders. Each order must have a minimum invoice value of $1000 (excluding GST, excluding delivery, excluding artwork/setup charges). Thereafter, you may request a 30 day from end of month trading account application form. Payment is accepted via EFT and bank details shall be provided on the confirmation of your order.

Returns
We do not accept returns or exchange products if you have incorrectly ordered or selected incorrect size/colour or have signed off and approved incorrect decoration designs.

Returns are accepted for any defective products. Please notify us within two working days of receipt of the product advising details of the defect and we will provide you with authority to return the product. Upon authority to return the product to our physical address within 7 days of receipt, the product must be in a condition matching they were shipped in the same packaging with tags attached if applicable. We will reimburse you for regular postage costs if product found to be defective and we shall either send you a replacement or provide you with full refund. Returned garments cannot be returned if they have been washed and cared for incorrectly therefore please check care instructions on garment label.