FAQ - ask us anything! Discover answers to the top questions about promotional products! Can't find what you're looking for? Reach out, and we'll gladly assist you!
Orders & Pricing
How do I place an order?
How do I place an order?
Find the right product on our website and choose instant quote. Once you have selected one or more products choose enquire now (no payment is required) Alternatively we can find one for you by calling us on 1300 567 565, email sales@brandconnect.com.au or chat to one of our friendly team members via the online chat on our website.
I need my merchandise quickly, can you help?
I need my merchandise quickly, can you help?
Absolutely! We've got you covered! We understand the urgency, and we're here to help. Just let us know what you need, and we'll do our best to get your merchandise to you as quickly as possible.
Do the prices on your website include decoration?
Do the prices on your website include decoration?
Yes all pricing on our website includes decoration, and you can choose from the dropdown the decoration that you require. For more information on decoration types click here
Can I get more print colours or different branding methods?
Can I get more print colours or different branding methods?
Yes. If the decoration type is not listed, give us call on 1300 567 565 or email sales@brandconnect.com.au and we can help you
What are set-up charges?
What are set-up charges?
We often have "set-up" charges for our items, like screen or die charges. These cover the costs of making the tools needed to print your logo or design.
Will I receive a formal quote?
Will I receive a formal quote?
Once you have made an online or phone enquiry with us, one of our trusted Account Managers will send you a formal quote with all the details of the product/s you have chosen. This quote is valid for 14 days from the point of issue. If you need any revisions made please contact your assigned Account Manager and then they will be happy to provide an updated quote.
As part of my order do I get a branded sample?
As part of my order do I get a branded sample?
In most cases, we do not provide a decorated sample with an order as it can be extremely expensive to produce one-off samples. At Brandconnect we provide a visual mock-up with every order we do so you can see how the product colour and decoration method is going to look. These mockups are designed to give you the peace of mind you need to move your order into production. However, if you are still uncertain of what you are going to get we are more than happy to organise a Pre-Production Sample at cost, once you have approved the artwork.
Do you prices include GST?
Do you prices include GST?
No, all of our prices on our website exclude GST. We exclude GST because we predominantly deal B2B, and businesses like yourselves can claim the GST back on your GST Return.
Can I cancel or change my order?
Can I cancel or change my order?
You can cancel at any time prior to the order going into production. Once items have been printed with your logo, we can no longer accept a cancellation. If you need to change your order for any reason, please contact your Account Manager and they’ll be happy to assist you.
What if my order is wrong? Returns policy.
What if my order is wrong? Returns policy.
Because promotional products are custom-made and decorated, they cannot be returned or refunded unless there's a manufacturing fault. If any items are faulty, we'll arrange their collection, replace them, or refund the cost once they're back at our warehouse.
Artwork
What artwork formats can I submit?
What artwork formats can I submit?
If you only have a .Jpeg /.Bitmap / .GIF file, we, unfortunately, can’t use these files as they are low-resolution files. However, in order to make your design stand out on your chosen product, we will get our Graphic Designer to redraw it in the correct format. In some cases, recreating digital logos can take time and is expensive so there will be a small fee to cover all the costs associated with redrawing a logo. Please contact your Account Manager to find out more about these costs.
Where do I send my artwork?
Where do I send my artwork?
Simply attach it during the order process. If you want to send it later – send it to your assigned Account Manager once they have been in contact with you.
Is artwork free?
Is artwork free?
We do not charge for placement of your logo onto products (must be supplied in a vector format). We provide 3 free mock-ups prior to order and 3 free revisions (per product) after an order has been placed. We reserve the right to charge for further revision requests.
What happens after I submit my artwork?
What happens after I submit my artwork?
Once your logo has been given the OK, we will prepare an artwork proof for you to review and approve before your order goes to production.
Do you keep my art on file?
Do you keep my art on file?
Yes! We keep your artwork on file to make reordering and using your art on other products simple and easy! If we have it on file – no need to send it with your order.
Delivery & Shipping
When will I receive my order?
When will I receive my order?
Our website lists production times for each item, detailing the number of business days needed after artwork approval and payment. Delivery depends on your location in Australia. For quicker production, contact us—we'll do our best to meet your deadline!
How much is delivery?
How much is delivery?
Unlike our competitors – standard shipping and delivery to all metro areas in Australia is FREE for all orders and free for a huge range of products to regional areas too.
Can I split my order and ship to multiple locations?
Can I split my order and ship to multiple locations?
You can – but additional freight charges will apply. Just let your Account Manager know and they’ll be happy to assist.
Do you ship products overseas?
Do you ship products overseas?
Due to licensing restrictions, we cannot ship overseas (NZ excepted). We will, however, be able to provide details of freight forwarders who can help you get shipments overseas.
Payment
What type of payment do you accept?
What type of payment do you accept?
We accept all major credit cards including AMEX with no fees or surcharges and bank transers. You can also request to open an account (after 3 orders or if approved by our Accounts Department). Our terms are net 30 days. We also offer instant credit accounts for most government and educational institutions.
Refunds & Credit Notes
Refunds & Credit Notes
If applicable, refunds will be made depending on how the payment was made. Payments made by credit card will be refunded directly to that card and payments made by bank transfer will be refunded to your bank account. You may also receive a credit note if that is preferred
Any Other Questions?
Do you price match or beat prices?
Do you price match or beat prices?
Sure, just send us your quote. If it's like for like, we'll do our best to offer you an even better deal!
Please HELP!! - I can't find what I'm looking for!
Please HELP!! - I can't find what I'm looking for!
No worries, just give us a call on 1300 567 565 – we have experienced Account Managers who can help. Alternatively, you can just drop us an email at sales@brandconnect.com.au.