Promotional Product FAQs | Your Questions Answered

FAQs – Ask Us Anything!

1. How do I place an order and what is the process after I confirm an order?

To find out more about our easy order process and to see what happens next just click HERE

2. Do the prices on your website include decoration?

Yes, all pricing on our website includes decoration. On most products, the standard decoration method is a 1 Colour Print, in 1 Position.

3. Can I get more print colours on a product or different decoration methods?

If you are wanting a different decoration method simply go on a product page and click the drop down box under the text “How would you like the product decorated?” and choose the decoration option you are after. There are various types of decoration methods available – to learn more about them click “here”. If the decoration method you want is not listed on the website just contact us by phone at 1300 567 565 or email and your assigned Account Manager will get back to you with a price.

4. What are Set-Up Charges?

Most of the items we offer have ‘set-up’ charges (screen charges, die charges, etc.). These are charges to create the screen, die or other necessary items to print your logo or design.

5. Can I order a sample?

Want to see a product before you buy. Then click the “Request a Sample” button on any product page and you can order samples under $10 for free. An initial order limit of 3 free samples applies to new customers. High-value items may incur a charge; plus $5 to cover shipping and handling. Brandconnect Plus Members get samples for free on all items. For more on our sampling policy, please click “here”.

6. As part of my order, do I get a decorated 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.

7. What is Brandconnect Plus & how do I join?

Brandconnect Plus is our premium loyalty program for our valued customers who regularly choose us for their promotional marketing needs. This is a way of giving back for partnering with us through the years. As a member, you get to enjoy the following benefits:

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  • Free samples
  • Additional 5% discount off web prices
  • Special member offers
  • Free mock-ups
  • Priority handling
    (Excludes some high-value, custom-made items. Limits may be applied.)

Our Account Managers will invite qualified customers via email. To qualify, you must have placed at least three orders with Brandconnect and have an annual spend over $5,000. You can also inquire by contacting us by phone at 02 8072 3350 or email

8. Do your 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 on your GST Return.

9. What type of payment do you accept?

We accept all major credit cards including AMEX with no fees or surcharges. 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 open accounts for most government and educational institutions.

10. 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.

11. What artwork formats can I submit?

Vector files are the preferred format for logos and graphics as they will not lose their quality or become blurry despite how much they are scaled in size. These file extensions include: Adobe Illustrator .Ai files, .Eps, .Pdf, .Svg. We can only accept vector images for spot colour printing (pad printing, screen printing, etc). All text in your logo must be converted to outlines. PMS Colours and placed images need to be either embedded or supplied as separate files. For more information on our art requirements please click “here”.

12. What if I don’t have Vector Format artwork?

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.

13. 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.

14. 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.

14. 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.

15. 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.

16. When will I receive my order?

Production times are listed for every item on our website under each product page. This is the number of business days it takes to decorate your item after you’ve approved your artwork and provided payment. The delivery time will depend on your location as we deliver to the whole of Australia and your Account Manager will confirm this with you at the point of order. If you need an item faster than the production time shown please contact us – we love a challenge and will try our best to meet your deadline!

14. How much is delivery?

Unlike our competitors – standard shipping and delivery to all metro areas in Australia is free for orders over $850! For orders under $850 a $27.50 + GST flat rate applies.

15. 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.

16. Can I order smaller quantities than what is listed on your site?

We have set the Minimum Order Quantities (MOQ’s) at an optimal level so when you order promotional merchandise, it is at a reasonable price. If you order below the MOQ the price increases drastically as we have set costs that are included in the prices shown for each product. Therefore in some instances, yes you can but there will be a substantial until cost increase which is often prohibitive.

17. Do you provide discounts to Not-For-Profits?

Yes, we definitely provide discounts to not-for-profit organisations, just let us know who you are and what products you are after by contacting us by phone at 1300 567 565 or email and your assigned Account Manager will get back to you with a discounted price.

Click Here for Not for Profit Discount

18. Do you price match or beat prices?

Yes, just send us your quote and if it’s like for like we will beat it by a further 5%!

19. Do you ship products overseas?

Due to licensing restrictions, we cannot ship overseas. We will, however, be able to provide details of freight forwarders who can help you get shipments overseas.

20. 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.

21. What is the order is wrong?

The returns & refunds policy can be found here

22. 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

We supply good quality promotional merchandise & promotinal products at an affordable price!