Frequently Asked Questions

If you’ve got questions then hopefully we’ve got the answers. If we don’t, please call 1300 My Promo or email  

I have forgotten my username or password, now what?

Simply enter your email address or username and then submit ‘forgotten password’ and you’ll be sent instruction to reset your details

I have only part of my order delivered, now what?

Orders come from multiple suppliers and may be delivered at stages. Our aim is to have all ordered products arrive by the deadline requested

Can a sales representative come to see us to discuss options?

We are able to make appointments within Melbourne but are available on email and phone to assist you in your enquiries.  We do at times have interstate meetings in which case we can organise a time should you wish to meet.


Can I see a product sample?

Yes, but we may have to charge depending on samples or the products are of high value.

I’m looking for something but can’t find it on your website?

You can use the search function at the top right-hand side of each page to find what you are looking for. Please feel free to give us a call on 1300 My Promo and one of our team will assist you.

How does the order process work?

View the range, select the products and add to cart. Our online e store uses the standard cart checkout process and pay by credit cards and PayPal. Or you can email your purchase order directly to us, we’ll invoice you with bank details for payment.


Shipping & Freight

Can you ship overseas?

Yes we can.  Call us on 1300 My Promo or speak with an Account Manager to get a quote


Is freight free if you book dispatch on my courier's account?

There is a $15 fee per consignment for booking on a clients account


How does your pricing work?

Each of our products come at a different price point according to the quantity required. The higher the quantity, the lower the unit cost will be. The set up costs are included in the unit price.


I only have a Jpeg /Bitmap / GIF file can you use these?

We will redraw the logo unless extra complexity of work is required there may be an additional charge

Can you help with my artwork?

Yes. Our experienced production team know exactly what format artwork is required.


Can I get another type of decoration or more print colours on the product?

Yes, this will have to be priced upon sight of artwork.

What methods of payment are accepted?

All credit cards are accepted. Not American Express via our secure ANZ payment gateway. Paypal is also accepted

Where are you based?

We are an Australian owned business with office, showroom, warehousing and distribution facilities based in Melbourne with clients across Australia and New Zealand.

What is your lead-time

Even though we are proud of our fast production times, each product varies as to how long it takes. We can offer a 48 hour rush service. Most items can be supplied in 1- 2 weeks.

My company needs a formal quote?

If you need a formal quote for company purposes, simply call us on 1300 My Promo (1300 697 7666) or email or log on and chat live with one of our experts.

Do you have minimum quantities?

Our minimum quantities are set at a level that gives you reasonable cost and allows us to professionally manage your order. If the website states a minimum order quantity of 500 but you only want 250 units the price may increase to cover including set up and freight.

What about freight?

Freight costs are the most competitive and offered by Startrack Express. We always charge you at cost (and include fuel and surcharges) and send your order the most efficient way possible.

If I want to send my order to more than one location, is this free?

There is a $15 split delivery fee per additional location

Do samples have Free Freight as well?

No, a sample charge of $15 is charged and freight is only free to one destination as part of the order.

Can you price match?

We will if we can, but we cannot guarantee to better the price presented

How do the prices work on your site – what’s included?

All prices include set up costs and any extra set ups, packing, or additional freight to more than one destination will be charged accordingly

Do prices include logo printing?

Yes.  All details about print inclusions are on the product pages.

Do I get printed samples included in my order?

Pre-production samples are available on request and charged accordingly. An art approval form is produced prior to production.