FREQUENTLY ASKED QUESTIONS
WHAT IS THE ORDERING PROCESS?
You can place your order by phone, email, fax or in person. Once you have placed your order we will then email you an order confirmation for you to approve the style, colour, decoration position, price etc..
We do this to ensure your order will be delivered exactly as ordered & you will know exactly how much our order will cost. No surprises!.
Please take the time to check it carefully as we order directly from the order confirmation.
We don’t commence any art until the order confirmation is approved ,so you can be assured we are doing the correct art for the correct product.
If you are a new customer, we will require a 50% deposit before starting your order or commencing any artwork.
Once we receive your deposit, we will commence art for you to approve. Once you approve your art, we will commence the decoration process. You will generally receive a decorator’s proof normally within a few days, which will also need to be approved.
It probably feels like we do a lot of checking, but it’s essential to ensure you get exactly what you have ordered.
Once the decorators proof has been approved, your order will go into production & cannot be changed.
Delivery times will vary depending on the products ordered.
If you have a specific delivery date, you must inform us at the time of ordering. It’s almost impossible to jump the queue once your order is in production.
I’VE DONE MY ART IN WORD OR PUBLISHER, CAN YOU USE IT?
Generally art done in Word or Publisher is unacceptable for commercial use and will need to be redrawn. Additional costs may apply.
HOW LONG WILL MY ORDER TAKE?
You must keep in mind the vast majority of the products are being decorated specifically to your requirements & as such this takes time. Delivery times also vary depending on a number of factors including stock availabilty , the decorators work load & complexity of the job etc .
You should allow around 3 weeks for delivery on most jobs using stock products from sign off of art work . Quite often quicker delivery times can be accomodated . You just need to ask. Full custom indent normally take 8-12 weeks.
If you have a specific delivery date you must inform us at the time of ordering. It’s almost impossible to jump the queue once your order is in production.
DO I OWN MY SET UP & CAN I TAKE IT TO ANOTHER SUPPLIER?
No . Although set ups are for your sole use only ,all set ups & preperation processes remain property of Redback Promo & Uniforms & / or our decorators & are not for sale. Set ups come in many forms & are a neccassary process for most jobs. Some set ups are charged once only , some are heavily subisdised whilst others are charged each time or at a reduced rate for subsequent jobs, but in all cases the set up is not portable.
CAN I BRING MY OWN GARMENTS TO PRINT OR EMBROIDER?
In general the answer is NO. We are a finished item supplier & as such we generally don’t print or embroider garments supplied by you.
In the rare case we may decorate your garments, we will ask you to sign an “All care but no responsibilty document” .We will not replace lost or damaged garments.
Most garments are not decorated on site & as such once we put the garments on the carrier we have no control over the delivery or non delivery of the garments. The other reason we are reluctant to decorate your garments is, we have no way of knowing of whether the garment is suitable for decoration or not, for example printed garments go through an oven at 160 degrees . All garments supplied by us are suitable for decoration.
CAN I BRING MY OWN PROMOTIONAL PRODUCTS I HAVE PURCHASED ELSEWHERE TO BE DECORATED BY YOU?
No! All our promotional products are supplied as finished items.
CAN MY GOODS BE DELIVERED?
Yes! We can deliver goods any where in Australia .We will choose the most appropriate & cost effective method .
WILL I GET ART TO APPROVE PRIOR TO PRINTING OR EMBROIDERY?
Yes, all new jobs require art to be signed off on prior to commencement of any work & in most cases you will also need to approve the decorators proof prior to decoroating your items. This is a vital step to ensure your goods arrive correctly, please take the time to check all proofs carefully.
WHAT FORMAT IS ART REQUIRED?
Most art is required as VECTOR ART supplied in Corel Draw, Adobe Illustrator or EPS files. Vector art is essential for most print jobs .Placing jpg, tiff, bitmaps etc into illustrator & saving as EPS does not make vector art. Photo Shop documents are suitable for full colour print jobs or embroidery only.
Keep in mind poor quality art will result in poor quality job.
WHAT IF I CAN’T SUPPLY ART IN THE RIGHT FORMAT?
We can assist with art & we also can have your logo redrawn in the correct format. There may be additional charges involved. You will not be asked to pay for any art or redrawing without knowing the full cost prior to commencement.
DO I NEED TO COME TO SHEPPARTON TO PLACE AN ORDER?
No we have customers scattered all over Australia & we can generally get it all sorted by phone, fax & email. In some circumstances we may need to get together in our Showroom.
CAN I BORROW SAMPLES?
We have a show room full of samples which you are more than welcome to borrow. Please keep in mind it’s simply not possible to have every garment in every size available for you to borrow at the time you need it. Another thing to keep in mind, although we may have what you need, someone else may have it out on loan already.
CAN I GET A SIZING RANGE FOR MY ORDER?
We can accommodate this if we have a confirmed order. We will then buy the required samples in and in the colours you need. We will then use the samples in your order.
CAN I RETURN MY GOODS?
We only offer returns or exchanges on goods if they are faulty. Should you simply change your mind or order the wrong size or colour, we cannot accept a return. All our garmets & products are ordered in specifically for you.
We carry no stock, and therefore are unable to offer a return like chain stores. Retail outlets simply put it back on the shelf. We incur re-stocking fees & freight on any goods that may need returning, making it unviable to return goods.