Do your prices include GST?

No. Website prices exclude GST. We primarily serve B2B customers and businesses can generally claim GST on their BAS.

What if my order is wrong? What is your returns policy?

Because items are custom-made and decorated, we can’t accept change-of-mind returns. If there’s a manufacturing fault or error, we’ll arrange collection and replace or refund once the goods are returned to our warehouse.

We don’t charge to place your supplied vector logo on products. We provide up to 3 free mock-ups before order and 3 free revisions per product after ordering. Further revisions may incur a fee.

What types of payment do you accept?

We accept all major credit cards (including AMEX) with no surcharges, and bank transfers. You can request a credit account after 3 orders or if approved by our Accounts team. Terms are net 30 days. Instant credit is available for most government and education institutions.

How do refunds and credit notes work?

Refunds are processed via the original payment method (credit card refunds to the same card; bank transfer refunds to your bank account). A credit note can also be issued if preferred.

I can’t find what I’m looking for—can you help?

Of course. Call 1300 567 565 to speak with an experienced Account Manager, or email sales@brandconnect.com.au and we’ll help you find the right product.

Promotional Product FAQs and Answers

Q: 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. Alternatively, we can find options for you by calling 1300 567 565.

Q: I need my merchandise quickly, can you help?

Absolutely. We understand urgent deadlines and will do our best to fast-track production and delivery. Tell us what you need and when, and we’ll advise the quickest path.

Q: Do the prices on your website include decoration?

Yes, all pricing on our website includes decoration. You can choose the decoration type from the dropdown on each product page. For more information on decoration types, see the product details.

Q: Can I get more print colours or different branding methods?

Yes. If the decoration type you need isn’t listed, call 1300 567 565 or email sales@brandconnect.com.au and we’ll help.

Q: What are set-up charges?

Set-up charges (e.g., screen, plate, or die charges) cover the cost of creating the tools required to print or engrave your logo.

Q: Will I receive a formal quote?

Yes. After you enquire online or by phone, an Account Manager will send a formal quote with full details. Quotes are valid for 14 days. Ask your Account Manager for any revisions.

Q: As part of my order do I get a branded sample?

In most cases we do not include a decorated sample as one-offs can be expensive. We provide a visual mock-up with every order for approval. If required, a pre-production sample can be produced at cost after artwork approval.

Q: Can I cancel or change my order?

You can cancel at any time prior to production. Once items are printed with your logo, cancellations aren’t possible. To change an order, contact your Account Manager as soon as possible.

Frequently Asked Questions

FAQ on everything merchandise related - 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?

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. Once we know the products you want we will send you a formal quote with pricing, order quantities and full details for your consideration and approval.

I need my merchandise quickly, can you help?

Do the prices on your website include decoration?

Can I get more print colours or different branding methods?

What are set-up charges?

Will I receive a formal quote?

As part of my order do I get a branded sample?

Do you prices include GST?

Can I cancel or change my order?

What if my order is wrong? Returns policy.

Do you custom make promotional products or do you use stocked items?

Artwork

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?

Is artwork free?

What happens after I submit my artwork?

Do you keep my art on file?

Delivery & Shipping

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?

Can I split my order and ship to multiple locations?

Do you ship products overseas?

Will I get tracking for my order?

Payment

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.

Are promotional products tax deductible in Australia?

Refunds & Credit Notes

Any Other Questions?

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!

Free Shipping | Free Mockups | Free Samples